Sirius XM Radio

November
3, 2015The
Revdex.com Serving Metropolitan New YorkMediator30 East 33rd Street
– 12th Floor New York, NY 10016Re:
Revdex.com Complaint [redacted]Hello
Mediator,Thank you for contacting SiriusXM on [redacted] behalf.  We regret that his recent
experience led...

to a complaint with your agency and have researched his account.  [redacted] complaint regarding the
transfer of his Lifetime Subscription to his new vehicle resulted from the
Customer Agreement terms and conditions which state that Lifetime subscriptions
for receivers installed in vehicles are non-transferable and
non-refundable.  A member of our Corporate Solutions team reached out to [redacted]
and reviewed the Terms and Conditions for his Lifetime subscription.  When a Lifetime subscription is purchased for
a vehicle, the subscription is non-transferable and non-refundable.  We transferred his Lifetime subscription to
his new vehicle, as a courtesy, and informed him that if this vehicle is traded
in, the Lifetime Subscription will not be transferred again.  We explained that there will now be channel lineup differences as the
radio in his new vehicle is on a different platform.  At [redacted] request, we upgraded his
Select subscription to a Premier Subscription and an invoice will be sent for
$113.90 difference.  We also waived the
$75.00 swap fee for the Lifetime transfer as a onetime courtesy.  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.SIRIUSXM
Radio Inc. [redacted] Sincerely,Geraldine
R[redacted]

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

that his recent experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint is regarding a request for a promotional rate subscription.       On July *, 2016, [redacted] All Access 6-month promotional rate subscription renewed per the terms and conditions in our Customer Agreement.    A member of our Corporate Solutions team reached out to [redacted] to further discuss his concerns.  We explained that promotional rates only apply during the initial term and they renew at the non-promotional rates in effect at the time of each renewal.  As a courtesy, we honored his request for a consecutive promotion.  We provided him with a 6-month All Access promotional rate subscription for the service period of August **, 2016 to February **, 2017 for $56.94.  We informed him that there was a previous balance of $30.43 for used service from his July *, 2016 renewal, bringing his balance to $87.37.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing the 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.   [redacted]  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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]

November **, 2014 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Revdex.com Complaint ID [redacted], [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 [redacted]’s account, it was found that his complaint relates to the continuation of invoices being sent when his account is at a $0 balance. We have been experiencing an issue where customers with a $0 balance are receiving non-pay treatment.  We are working to ensure his issue is corrected as soon as possible. SiriusXM IT is currently working on treating these accounts, but a remedy has not been found at this time.  We offer our sincere apologies to [redacted] for any inconvenience this has caused and thank him for his patience and understanding while resolving this matter.  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: Cary H. S[redacted]Attention: Customer Care[redacted]  Sincerely, Geraldine R[redacted]SiriusXM Corporate Customer 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]
That's all I wanted, to cancel my account without having to chat or explain my decision.  I dislike the practice of forcing customers to complete company tasks to cancel.

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]

[redacted]
 
[redacted]
 
[redacted]
 
Hello Mediator, 
 
[redacted] rejected the previous response we sent stating that his complaint has been resolved, but he is rejecting as the response was incorrect.  He states he spoke with a representative from SiriusXM on November *, 2014 regarding his issue.
 
Upon receipt of this complaint rejection, we reached out to [redacted], but our attempts to reach him via phone and email have been unsuccessful to date.  We would like to take this time to apologize for the miscommunication in our previous response as we did speak with [redacted] on November *, 2014.  We again apologize for any inconvenience [redacted] experienced regarding the recent transaction.  We would also like to advise [redacted] that at the end of the promotional terms he was previously provided with, his subscription automatically renewed to a full price package per our Terms and Conditions; which was the cause for the difference in pricing. We would like to reiterate that he was provided with 3 months of service; which will expire on February *, 2015.
 
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]
 
 
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]

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted],   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 frustration he experienced with Customer Care when inquiring into changing the billing date on his account.   We contacted [redacted] to address his concerns by explaining to him that his billing cycle on his account is the [redacted] and in order for us to change his cycle to the [redacted] of each month; it would require us to set up a new account for him on January **, 2015.  On January **, 2015, we created account [redacted] for [redacted] and as a courtesy we provided him with 3 months of service on both radios.  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: [redacted]  Sincerely, [redacted]###-###-#### (option 3)

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]...

[redacted]’s complaint is in regards to an autoamatic renewal on their credit card.  They want the card removed as he did not give permission to continue charging the card.  A member of our Corporate Customer Relations team reached out to [redacted] and advised him upon reviewing the notes on the account his subscription should have been cancelled in January 2015.  We provided him with a cancellation number of [redacted] and we informed him we have cleared the balance due of $43.23 from the account.   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.To: [redacted]Attention: [redacted]  [redacted]    Sincerely,  
[redacted]###-###-#### (Option 3)

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 personal response I received from [redacted] states that I will "still receive important service messages by mail."  I can't seem to make Sirius XM understand  that I do not want to receive anything from them.  I will never use their service so there is no need for them to continue sending me unwanted mail!  While they have agreed to stop sending advertisements to my residential address they also need to include my mailing address at: [redacted] in that restriction.  I had contacted Sirius XM for two years over this issue and gotten nowhere.  It was only when I contacted the Revdex.com that they responded at all.  I do not consider that stellar customer service. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
*
[redacted]
Thank you for contacting SiriusXM on [redacted] behalf.  We regret that his recent experience led to a complaint with your...

agency.  After researching [redacted] account, it was found that his complaint regarding his daughters’ subscription not being cancelled resulted from a misunderstanding when the method of payment was changed on his account in December.  The subscription has been cancelled and the outstanding balance has been removed. 
On December **, 2015, [redacted] daughter called to cancel her subscription at the end of the term on March *, 2016.  At that time, she agreed to have the credit card removed from the account and instead receive an invoice when her subscription renews; in lieu of deactivating at the end of the subscription term.  On March *, 2016, her subscription renewed and an invoice was sent for $20.40.  On April*, 2016, the monthly subscription again renewed and another invoice was sent for $40.80.
A member of our Corporate Solutions Team spoke with [redacted] and reviewed his concerns with him.  We apologized for any misunderstanding and informed him that the subscription was cancelled and there is no balance due on the account.  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 Roberts
SiriusXM Corporate Solutions Team
###-###-#### ([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]

February**, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted],   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that...

his recent experience led to a complaint with your agency.  After researching [redacted]’s account, his complaint resulted from the automatic renewal of his semi-annual subscription. Per the Terms and Conditions, subscriptions automatically renew until the subscriber calls us to cancel.  [redacted] purchased a six month promotional subscription, which took effect on December**, 2012. On June**, 2013, the subscription automatically renewed for six months per our Terms and Conditions, in our Customer Agreement.  However, we were unable to receive a payment because the credit card on file expired.  On July**, 2013, the subscription went inactive for non-payment, leaving a balance of $14.44 for used service.  A $5.00 late fee was added on July**, 2014, bringing the balance to $19.44.  On August*, 2013, [redacted] contacted and updated the credit card on file and paid the owing balance.  He requested for us to cancel his subscription, but it appears that the call terminated prior to the agent being able to process the cancellation request, causing the subscription to remain active.  On January**, 2015, [redacted] contacted us and his subscription was cancelled.  A refund of $89.51 was issued for unused service from the last charge on December**, 2014. A member of our Corporate Customer Relations Team spoke with [redacted] and confirmed the refund of $89.51 was received.  As a courtesy, we issued an additional refund of $283.89; which would provide him with a full refund of all charges from August*, 2013.  Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.  SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted]  Sincerely, [redacted]###-###-#### (option 3)

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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 is in regards to the application of his payment and a $24.00 fee it cost to fax the documents requested for his payment; which was not posted at that time.   A member of our Corporate Solutions Team spoke with [redacted] and reviewed his concerns with him.  We received money order [redacted] on March **, 2016, however, there was no account number attached.  The check was returned to [redacted]; which he received.  We informed him that we will provide him with a refund of $24.00; which was issued on May **, 2016 via check [redacted].  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 concerns.  If you’d like to contact us regarding this matter, please use the information listed below.[redacted]   Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

[redacted]
 
[redacted]Hello Mediator,[redacted] states his complaint has been mostly resolved as his account was removed from collections, but he states the details of his account are incorrect as his service was terminated in June **, 2015 and not July.  He states he is not happy that Sirius is trying to pass the blame.It was never our intention to make [redacted] feel that we were passing any blame.  [redacted] states his service stopped working on June **, 2015.  If a signal is lost for any reason due to connection, repeater issues etc., we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber.  On July *, 2015, the monthly subscriptions on both receivers renewed and an invoice was sent for the owing balance.  When we received neither payment nor any request to cancel, on July **, 2015, the subscriptions went inactive for non-payment, leaving a balance of $62.50 for used service.  Again, we apologize for any miscommunication and 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 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,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### [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 per their e-mail copied & pasted here for your review.  Thank you for helping me solve an...

issue I've been working on for five months.[redacted] 
[redacted]

February**, 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 rejection is in regards to a cancellation request where he stated he informed the agent over 12 times to just cancel his service.  He wants confirmation that his account will close at the end of his subscription.  A member of our Corporate Customer Relations team reached out to [redacted] several times via phone and email however our attempts were unsuccessful.  As we received written permission through the complaint we have set an end date to close [redacted]’s account at the end of his current subscription.  The service is covered through March**, 2015 at which time the service will close.  Should [redacted] have any further questions or concerns 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)

[redacted]
*
[redacted]
[redacted]
[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.  We have reviewed her complaint and the associated accounts in detail.  Our research reveals that the charges [redacted] disputes were processed by [redacted] herself, via our online account center (our “[redacted]”).  [redacted] created two accounts herself, via our [redacted] and during the activation process; she would have been prompted to agree to the automatic renewal terms of her subscription.    On December **, 2015, [redacted] purchased a Select monthly subscription for Radio ID ending in [redacted] on account [redacted] and made a credit card payment for the $35.93 balance via our Online Account Center ([redacted]), leaving the credit card on file for future charges.  On February *, 2016, per the terms and conditions in our Customer Agreement, the monthly subscription automatically renewed and continued to renew on a monthly basis charging the credit card on file through to August *, 2016 when we were unable to charge the credit card in file.  On August **, 2016, when no payment was received, the subscription went inactive due to non-payment, leaving a balance of $17.50 fir used service.  On September *, 2016, a late fee was added, bringing the balance to $22.83.  On September **, 2016, a $17.50 credit card payment was applied; bringing the account current and her subscription was restored to active status.  Unfortunately we have no way of knowing that a customer is not receiving service unless we are contacted.  On October **, 2016, [redacted] contacted us requesting for the subscription to be placed on a seasonal hold, leaving a credit of $1.89.  On November **, 2016, [redacted] purchased a Mostly Music monthly subscription for Radio ID ending in [redacted], on account [redacted], via our Online Account Center ([redacted]).  Again her credit card was placed on file for future renewals.  On December **, 2016, her monthly subscription automatically renewed charging the credit card on file $13.34.  On January *, 2017, [redacted] contacted us requesting to cancel the subscription on radio ID ending in [redacted]; which we processed immediately and a refund of $7.74 was issued for unused service.   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint.  To date, we have been unsuccessful in reaching her by telephone.  We attempted to correspond via email advising [redacted] that since she purchased both subscriptions online herself, we will not be issuing a refund for OD fees as automatic renewal is explained in the terms and conditions in our Customer Agreement; which she would have been prompted to agree to upon purchasing her subscriptions.  [redacted] responded stating for us to stop contacting her.  We remain interested in discussing her accounts with her and ask that she contact us utilizing our contact information below.            Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

February*, 2015 The Revdex.com Serving Metropolitan New York[redacted] [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 cancellation request he tried to make however he continued to get nowhere as he was transferred to another department.  He stated his service is covered through March**, 2015 and he wants his account to close so that it does not renew.  A member of our Corporate Customer Relations team reached out to [redacted] several times via phone and email however we were unsuccessful in reaching him to discuss a resolution.   As we were unable to speak with [redacted] we could not make any changes to his account.  We would like to resolve these concerns for [redacted] however we ask that he contact us so we can speak with him to close his subscription as requested.  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]    Sincerely,  [redacted]###-###...⇄ (Option 3)