Sirius XM Radio

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[redacted]
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[redacted]
 
Hello Mediator, 
 
Thank you for contacting SiriusXM on [redacted]...

[redacted]’s behalf.  We regret that his recent experience led to a complaint with your agency.  After review, [redacted]’s complaint regarding the cancelation of his subscription resulted from his subscription automatically renewing until a call is placed to SiriusXM requesting cancellation, per the Terms and Conditions.
 
On July **, 2013 [redacted] accepted an annual promotional offer at a prorated amount and a credit card payment of $122.26 was received.  A confirmation email was sent to [redacted] on July **, 2013 detailing the terms of the package purchase with future charges.  At the end of the promotional term, these packages automatically renew to a full price package, that bills on an annual term.  His subscriptions automatically renewed on July **, 2014, charging the card on file $212.19 for the renewal.  Service was canceled on October **, 2014 and a full refund of $212.19 was issued.
 
A member of our Corporate Customer Relations team spoke with [redacted] and advised him that we were unable to locate any contact prior to October **, 2014 requesting cancellation.  We confirmed that his subscription was cancelled and his refund received.  Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
[redacted]
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Sincerely,
 
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The original contract was for a factory sattelite capable radio in a leased car. It was not an after market radio. The contract with Sirius was made via a car phone on the way to work with a Sirius sales rep. It was explained to us that the membership could be transferred to another car that had a sattelite capable radio. Why would anyone purchase a lifetime membership on a factory radio in a leased vehicle. For Sirius to make the statement that it's only on the radio is absurd. I settled with Sirius by splitting a transfer fee and paying $39.00 dollars. I'm 70 years old and this will most likely be my last car and transfer. However, I would still like this kept on record because I'm certain there were other people told the same story.The person from Sirius customer relations was very helpful in getting this transfer resolved. I think the $39.00 transfer fee was a reasonable amount. I also appreciate the help of the Revdex.com in resolving this matter.Regards,[redacted] radio in a lease car. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However, I am unhappy that I had to take so much time out of my life to end these mailings. It should not be this difficult to have your information removed from a mailing list  
Sincerely,
[redacted]

[redacted]
 
[redacted]
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[redacted]
 
Hello Mediator, 
 
Thank you for contacting Sirius XM on [redacted]’s...

behalf.  We regret that his recent experience led to a complaint with your agency.  After researching his account, it was found that his complaint relates to a miscommunication regarding a promotional subscription he was offered. 
 
On August **, 2014, [redacted] purchased a 3 for 1 promotional Mostly Music subscription for radio [redacted].  Radio [redacted] was currently active on a XM Select semi annual subscription; which was due to renew on September **, 2014.  The subscription on this radio was changed to a Mostly Music monthly subscription for $9.99 plus applicable fees.  SiriusXM offers multi radio discounts for Select, Family Friendly and All Access subscriptions only, but the primary radio on the account needs to be on a regular priced subscription.
 
A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication.  We offered to provide him with the Mostly Music 3 for 1 promotion on both radios; which he accepted.  Per our Terms and Condition, subscriptions continue to renew until the customer contact us to cancel.  On November **, 2014, the Mostly Music subscription on radios [redacted] and [redacted] will renew for the quarterly subscription at our then current price.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. 
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
[redacted]
[redacted]
[redacted]
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Sincerely,
 
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, providing that this NO longer happens. 
Sincerely,
[redacted]

June **, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted] [redacted]Re: Revdex.com Complaint ID [redacted]Hello Mediator,  Thank you for contacting SiriusXM on [redacted]’s behalf.  After researching his complaint, it was...

found that [redacted]’s complaint was regarding the increase in his pricing over two (2) years.  [redacted]’s price increased as a result of a promotional package ending as well as SiriusXM adjusting its base rate.  Customers are advised via [redacted] and email prior to price adjustments.  Customers are also notified prior to renewals, for subscriptions on annual packages or greater. On August *, 2012, [redacted] purchased an annual subscription at promotional price.  At the end of this promotional term, the subscription automatically renews to full price which billed on a yearly basis.  On March **, 2013, [redacted] contacted us requesting to add an Internet Radio subscription to his annual audio subscription.  On August *, 2013, the audio and Internet subscriptions automatically renewed for the service period from August *, 2013 to July **, 2014, to align with his billing cycle, charging the credit card on file a prorated amount of $212.09.  On July **, 2014, the subscriptions automatically renewed once again for the service period from July **, 2014 to July **, 2015, charging the card on file $237.81A member of our Corporate Customer Relations team spoke with [redacted] and addressed his concerns by reviewing his subscriptions and their automatic renewal per the terms and conditions in the Customer Agreement.  We explained that the promotional rate pricing is intended for one-time use and customers are also notified prior to renewals on annual packages or greater.  We offered to continue his subscription at a discounted rate, for one additional term, but he rejected our offer requesting for one year of All Access service at no cost.  Our offer to provide [redacted] with an annual All Access subscription at a half price promotional rate for his device remains available, should he wish to accept it.  We believe that we have made an appropriate offer to [redacted], addressed his concerns and at this time we consider the complaint resolved.SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: Customer Care[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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[redacted] 
 
Hello Mediator,  
 
Thank you for contacting Sirius XM on [redacted]...

[redacted]’s behalf.  [redacted]’s complaint is in regards to a charge that he was informed would not go through until his free year trial expired.  [redacted] stated that he would like to be refunded but was informed the refund would be issued via check.  He would like to be refunded immediately as he was not expecting this charge.
 
A member of our Corporate Customer Relations Team reached out to [redacted] and confirmed that his refund of $181.05 was received and the check was cashed.  Currently there is no follow on plan with [redacted]’s subscriptions so the free audio trial will in July 2015.  As there is no further action to be taken we have closed this complaint as resolved.
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below.
 
SIRIUSXM Radio Inc.
[redacted]
 
Sincerely,
 
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was contacted by someone from Sirius.  I explained my situation again to them. I was informed that I should have never been asked to fax anything in. I was then informed that I can transfer my service to my new car for a $75 fee.  I informed the caller that I was told that I could have lifetime membership on any of my devices and that there has never been a fee. I was told everything was always included in my lifetime membership.  I asked them to look at the contract that the caller went over with me to convince me to make this purchase.  I was then informed that the contract was a verbal one and that they had the right to change the terms of my agreement.  I was then emailed a copy of new terms which is totally contradictory to everything that I was promised. I advised the caller that her new terms were unacceptable, that I was promised that I would not have to pay anything else, and all of these years I haven't had to, and that now I am not getting what I was promised.  It is totally unethical to try to change the terms of my agreement after all of these years.  I would like to have my original agreement that was included with my lifetime membership and have my service transferred to my new vehicle in which I have already given them the information for.I have already been totally inconvenienced, have no Sirius in the vehicle that I am driving, and feel lied to and manipulated.  Can someone please help me to resolve this issue and get the service that I have already paid for.  Thank you[redacted]###-###-####
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

March**, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted]   Hello [redacted],   Thank you for contacting Sirius XM on [redacted]’s behalf.  [redacted]...

[redacted]’s complaint is in regards to a charge she did not agree too.  She stated that because of this charge she may be charged overdraft fees.   A member of our Corporate Customer Relations team reached out to [redacted] who stated she only agreed to a $202.74 charge however she was charged $291.09.   Upon reviewing the account we found that before she was offered a promotional rate the full amount that was due charged the card when she updated the number.  We informed her that the refund for the difference of $88.35 is being refunded back to the card that was charged. We informed [redacted] that we have removed her debit card from the account so that she will receive a invoice renewal and we placed a $40.00 service credit on the account to go toward the next renewal.  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted]    Sincerely,  [redacted]###-###-#### (Option 3)

[redacted]
 
[redacted]
 
[redacted]
 
Hello Mediator, 
 
Thank you for contacting SiriusXM on [redacted]’...

behalf.  We regret that her recent experience led to a complaint with your agency.  [redacted]’ complaint resulted from the automatic renewal of her subscription.  Per the Terms and Conditions, subscriptions will automatically renew until the subscriber calls us to cancel. 
 
On May *, 2014, [redacted] accepted a 6-month package promotional offer on radio [redacted].  On November *, 2014, at the end of the promotional term, this package automatically renewed to a full price package which bills on a semiannual term, charging the credit card on file $101.18. 
 
A member of our Corporate Customer Relations team spoke with [redacted] and explained our auto renewal policy and educated her on how this affects her account.  [redacted] opted to accept a 6 month subscription at the promotional price of $33.68 leaving a credit of $67.60 for the unused service; which was refunded back to her credit card.  Payment type was changed to invoice and on May **, 2014, the 6 month subscription will renew at our then current rates. 
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
[redacted]
 
 
Sincerely,
 
[redacted]

March **, 2016 [redacted]
[redacted]
[redacted]
[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted] behalf.  We regret that his recent...

experience led to a complaint with your agency.  After researching [redacted] account, it was found his complaint was regarding a misunderstanding related to his subscription dates. On April **, 2015, [redacted] annual Mostly Music subscription renewed and an invoice was sent for $148.24 for the service period from April **, 2015 to April **, 2016.  On April **, 2015, [redacted] contacted us to make a credit card payment for this amount.  On April **, 2015, a check payment for $148.24 was posted to the account.  On May **, 2015 a refund of $148.24 was requested, as refund requests for check payments need to remain on the account for seven (7) days to allow time for any bank activity.  On May **, 2015 the duplicate payment was issued back to the credit card on file.  Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber.  On January **, 2016, the subscription was cancelled as requested; which left a credit of $30.74 for unused service from January **, 2016 to April **, 2016.  On March *, 2016, this amount was refunded via check number [redacted]. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns, however we have been unsuccessful in continuing the conversation with him.  [redacted] was issued a refund of $148.24 for the duplicate payment and $30.74 for unused service after the cancelation of his annual subscription.  As previously stated, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber.  As a gesture of good will, we provided him with a $10.00 service credit for future services for the service period from April **, 2015 to April **, 2015.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

[redacted]
 
[redacted]
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  [redacted]   Hello Mediator,     Thank you for contacting SiriusXM on [redacted] behalf.  We...

regret that his experience led to a complaint with your agency.  After researching his account, it was found that [redacted] complaint is regarding a misunderstanding of the terms and conditions of the Lifetime Plan that he purchased on December **, 2007 as it pertains to the available channel content; after transferring his Lifetime Select subscription to a new vehicle on April **, 2014 with an XM platform.     On December **, 2007, [redacted] purchased a Lifetime Select Plan from SiriusXM and it was on a Sirius platform radio and he received free SXIR (Streaming music via computer).  On April **, 2014, [redacted] contacted SiriusXM to transfer the Lifetime Select plan to his new vehicle with an XM platform and was not receiving all the channels that he was provided with the Sirius Platform.  [redacted] was upgraded at no cost to a Premier Lifetime Subscription and was informed that the change would cancel his SXIR (Streaming music via computer).  On April **, 2014 [redacted] was provided with 3 years SXIR (Streaming music via computer) at no cost and on April **, 2017 it expired leaving him with no SXIR.   A member of our Corporate Solutions team reached out to [redacted] via phone to further discuss his concerns.  As a gesture of good will, we had [redacted] SXIR reinstalled. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.    SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve Mr. Summers concerns. If you’d like to contact us regarding this matter, please use the information listed below.      [redacted]  Sincerely,   [redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

March ** 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted], [redacted]  Hello [redacted],   Thank you for contacting Sirius XM on [redacted]’s behalf.  [redacted]’s...

complaint is in regards to charges he received for three years when his subscription is not active.  Your Subscription will continue for the length of the initial term you select on your Plan ("Subscription Term") and at the end of your prepaid Subscription Term, it will automatically renew for additional prepaid periods of the same length unless you choose to cancel prior to that renewal, or your Service is cancelled, terminated, or discontinued by you or by us, or you select a different Plan. Your account will automatically be charged (or you will be billed, as applicable) at the rates in effect at the time of renewal.A member of our Corporate Customer Relations team reached out to [redacted] via phone and email however we were unsuccessful in reaching him to discuss his concerns.  Upon reviewing the account we found a note from 2012 where he called to activate the service and then no other contact until February 2015 where he called to cancel.  Should [redacted] wish to discuss these concerns further we ask that he contact us at the number listed below. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted]  [redacted]    Sincerely,  [redacted]###-###-#### (Option 3)

September **, 2015 [redacted]Re: Revdex.com Complaint [redacted]Hello Mediator,Thank you for contacting Sirius XM on [redacted] behalf.  We regret that her recent experience led to a complaint with your agency. After...

researching [redacted] account, it was found that her complaint is in regards to our cancellation process. A member of our Corporate Customer Relations team spoke with [redacted] on September **, 2015 and addressed her concerns.  At [redacted] request, we cancelled her service immediately on radio B3HL, providing her with a cancelation confirmation number [redacted], and removing the $17.50 balance.  We apologize that [redacted] was left with a negative impression of our cancellation experience and we ask that she contact us utilizing our contact information below should she have any further questions or concerns. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]Sincerely,Tracey S[redacted]SiriusXM Corporate Customer Relations Team[redacted]

June 12, 2015 The Revdex.com Serving Metropolitan New YorkMediator30 East 33rd Street– 12th FloorNew York, NY 10016 Re: Revdex.com Complaint ID [redacted] Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his...

experience led to a complaint with your agency.  After researching [redacted]’s account, it was found that his complaint resulted from technical issues he is experiencing while attempting to use our Internet Radio and NavTraffic services.  A member of our Corporate Customer Relations team reached out to [redacted] and apologized for the inconveniences he is experiencing.  We assured him that we are attentively working on our Internet Services. We would also like to advise him that the SiriusXM app will need to be updated to our newest version. As a gesture of good will, we issued a refund for $45.00 to cover the cost of the Internet service.  We informed [redacted] that he will need to take his vehicle to the dealership to look at the NavTraffic issue that is occurring. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.  SIRIUS XM Radio Inc. To: [redacted] Attention: Customer Care [redacted]    Sincerely, [redacted]SiriusXM CorporateCustomer Relations Team###-###-####(option 3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

March*, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted]   Hello [redacted],   Thank you for contacting Sirius XM on [redacted]’ behalf.  [redacted]’...

complaint is in regards to a cancellation request she made in January 2014 as her father was no longer using the service.  She stated that she was charged for a renewal in December 2014 and both Listener Care and her credit card company were able to help address her concerns.  She wants to be refunded for the charge she did not agree to as her service should have been cancelled.  A member of our Corporate Customer Relations team reached out to [redacted] and after investigating we found there was a second account that was activated under her married name.  This account had no request to cancel so the service continued to renew per the Terms and Conditions.   We have confirmed we issued her refund for the 2014 charge and as a gesture of good will we issued her back half the charge for her 2013 renewal for a total refund of $295.10.  We also confirmed she has no active subscriptions as there is no further action to be taken we have closed this complaint as resolved.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’ concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted]    Sincerely,  [redacted]###-###-#### (Option 3)

[redacted]
 
[redacted] [redacted]
 
[redacted] [redacted]
 
Hello Mediator,  
 
Thank you for contacting Sirius XM on [redacted]’s...

behalf.  [redacted]’s complaint is in regards to a free one year free trial that came with his vehicle however he is being informed five months early that he needs to pick a paying subscription as the free trial is about to expire.  He would like the one year free honored. 
 
A member of our Corporate Customer Relations Team reached out to [redacted] and addressed his concerns.  As a courtesy we reactivated his subscription and informed him of his trial dates.  [redacted] was satisfied with the resolution and now considers his complaint closed.
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below.
 
SIRIUSXM Radio Inc.
[redacted]
 
 
 
 
Sincerely,
 
 
[redacted]