Sirius XM Radio

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]

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]
*
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[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 *)

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]

May *, 2016 [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 regarding his cancelation experience and charges to his credit card resulted from his call disconnecting prior to the agent completing his cancelation request. On April *, 2015, [redacted] purchased a 1-year annual subscription at a promotional rate.  On April *, 2016, the subscription automatically renewed at our then current rates; however, we were unable to charge the credit card on file.  On April **, 2016, [redacted] called us to cancel the subscription; however, it appears that the call was disconnected prior to completing his cancelation request, causing the subscription to remain active.  On April **, 2016, a credit card payment of $204.88 was applied to the account.  On April **, 2016, [redacted] called us to cancel his subscription; which we completed immediately and a refund of $189.72 was issued for unused service.    A member of our Corporate Solutions Team reached out to [redacted] to further discuss his concerns.  We confirmed that his subscription was cancelled and informed him that we have refunded an addition $15.16, as this amount combined with the $189.72 previously refunded reflects the total charge of $204.88 from April **, 2019.  During the cancelation process, subscribers may be presented with special offers inviting them to remain a SiriusXM subscriber.  We apologize if [redacted] was left with a negative impression of our cancellation experience.  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] 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 *)

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, in response to their letter laying blame to me for not letting them know the service was turned off, I want to be clear, that I in NO way except any fault in the matter.  #1. My service should never have been turned off in the first place whether I used the service or not #2. I paid for the service and should have been issued the refund as I requested or given the time I had lost on the plan without any issue #3. They never should have sent me past due bills when they did in fact, receive my payment.  #4. While I was treated well by their problem resolution department in the U.S. after filing this complaint, I was initially treated terribly by their "out of country" customer service department and it is not something I will forget. 
Sincerely,
[redacted]

[redacted]
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[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on the [redacted] behalf.  We regret that his...

recent experience led to a complaint with your agency.  After review, [redacted] complaint is a request for cancellation of his subscription.   On November **, 2015, [redacted] purchased a Mostly Music monthly subscription and paid $30.34; which included a $15.00 one time activation fee via credit card.  On December **, 2015, his monthly term renewed, per the terms in our Customer Agreement, charging the credit card on file $13.80. A member of our Corporate Solutions team reached out to [redacted] to further discuss his concern.  As requested we have cancelled his monthly subscription and requested a refund of $30.66 which reflects the $13.80 charge from December along with the activation fee.  Please be advised that the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days.  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 3)

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[redacted]Hello Mediator,[redacted] states her complaint has not been resolved as she states she was not aware of another transfer being offered.  She states if another transfer is allowed, she will accept a compromise; however, she still feels misled regarding the purchase of the subscription in 2009.  It was never our intention to make [redacted] feel that we were not empathetic to her situation or that we are misleading her.  We want our customers to be aware of our Terms and Conditions and inform our customer to review the Customer Agreement on [redacted].  We corresponded with [redacted] via email and again confirmed with her that we will provide her with one more transfer and waive the $75.00 transfer fee as well.  We believe that we have made an appropriate offer to [redacted], addressed her 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] concerns.  If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.[redacted]
[redacted]
[redacted]
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[redacted]Sincerely,Geraldine R[redacted]
[redacted]
[redacted]

April *, 2016 *
[redacted] Hello Mediator, Thank you for contacting SiriusXM 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 was in regards to not receiving refund check # [redacted], for $109.61, issued on April **, 2015.  A member of our Corporate Solutions team reached out to [redacted], apologized for the inconvenience this has caused her.  We confirmed that the previous check had been sent to the correct address and we requested for a replacement refund check.  Should [redacted] have any further questions or concerns, we ask that she 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 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]

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

[redacted]’s complaint is in regards to a device he is being charged for that should have been cancelled nine months ago.  He stated he was advised he would only be refunded $50.00 as it is his responsibility to monitor his credit cards.  He is requesting to be refunded the full $90 plus tax.  A member of our Corporate Customer Relations reached out to [redacted] as she stated she was handling these billing concerns.  We discussed SiriusXM’s policies in reference to adding a second radio with a paying subscription to an account.  We agreed there was miscommunication when the equipment order was placed.  We reviewed [redacted]’s billing  and as a courtesy we provided her with a forty dollar service credit that will cover the cost of her next quarterly renewal in lieu of refund.    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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

April **, 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]’s complaint is in regards to an automatic renewal that he did not agree too.  As the balance was not paid his account went to collections so he is requesting this balance be removed. A member of our Corporate Customer Relations team reached out to [redacted] and advised him as per the Terms and Conditions an account will continue to renew until the customer calls to cancel.  We advised him as a courtesy we would reach out to CCA to suppress his name remove from collections.  We would also like to assure [redacted] SiriusXM does not report to any credit bureau so this will not affect his credit rating.  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: Customer Care[redacted]    Sincerely,  [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (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:

As originally stated, I did contact SiriusXM radio via a telephone call and in this call I directed the SiriusXM representative, [redacted], over 12 times to cancel my subscription when my current subscription expires. [redacted] stated he would not cancel my subscription, but instead badgered my for an extended period of time to subscribe to a new SiriusXM subscription. For SiriusXM to claim my instruction has not been communicated via a telephone contact is simply not true. Regarding the telephone conversation, I can provide date, time, and SiriusXM radio staff member's name to whom I spoke. For me to make another telephone call that will allow a SiriusXm staff member to waste my time while applying high pressure sales tactics serves absolutely no useful purpose for me. There are thousands of SiriusXM reviews where other customers have experienced the very same tactics as I am experiencing when cancelling a subscription. In summary, I have contacted SiriusXM radio via telephone to cancel my subscription and for SiriusXM to claim otherwise is a sham.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]Hello Mediator,  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 two semi-annual subscriptions. Per the Terms and Conditions, subscriptions automatically renew until the subscriber calls us to cancel. [redacted] purchased a six month promotional subscription on radio [redacted] which took effect on April *, 2013.  On May **, 2013, he purchased the same subscription for radio [redacted]. On October *, 2014 and November [redacted] 2013, the subscriptions automatically renewed for six months per our Terms and Conditions, which are provided on our website, [redacted]. On September **, 2013, [redacted] contacted 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. A member of our Corporate Customer Relations team reached out to [redacted] on November **, 2014 and addressed his concerns by confirming that both his subscriptions are no longer active.  We advised him that we would further review his account and contact him back regarding his refund request.  We have reached out several times requesting for [redacted] to contact us back so we could confirm the address on his account as valid.  We received an email response from [redacted] stating he wanted a check refund to be issued to the address we have on file as the credit card is no longer valid.  We would like to inform him that we have issued a refund for $289.66 on account [redacted] for radio [redacted] and $248.24 on account [redacted]or radio [redacted].  The average turnaround time for refund checks to be issued to invoice subscribers is 10 to 14 business days.  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]
[redacted]
[redacted]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.  I would like to add that the additional "book" written by Sirius is bogus.  However, I do not wish to go around and around with them as they seem to be pulling account numbers and services out of their hat.  I said my computer crashed in 2013....not that I don't keep records none of which agree with your lengthily response.  Nonetheless, I will not have to deal with Sirius again until next February when the $150.00 credit is applied for 2019.
Sincerely,
[redacted]

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

regret that her experience led to a complaint with your agency.  After researching [redacted] account, it was found that her complaint is in regards to being contacted for solicitation purposes.   If you are a SiriusXM subscriber, or if you have a business relationship with us created by the purchase or lease of an automotive vehicle which came with a complimentary trial period of SiriusXM services, you may be contacted by SiriusXM.  [redacted] had a complementary trial subscription that expired on January *, 2017.   We have updated our records with [redacted] request to not contact her with solicitations.  We would like to advise her that while we make every effort to remove telephone number [redacted], email [redacted] and address [redacted] from our lists as soon as possible, it can take up to 5 business days for calls and emails and up to 30 business days for mail to completely update all of our systems.  During that time, it is impossible that she may receive a few more calls due to campaigns still in progress.  Should Ms. Fitzgerald have any further questions or concerns, we ask that she contact us utilizing out 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]

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:

[Your Answer Here]
Again, thank you for your answer.  You state that you received no request for a one-time payment, which would seem redundant given that those were the words used by your sales agent himself when he described the transaction for the five month period in our conversation of October [redacted].  Furthermore, you state that my subscription was renewed on October [redacted], which seems like a very strange action to take given that that is the day I called to CANCEL the subscription I had been under since 2007, and specifically declined to be under any contract in the future.
I was in contact with Bank of America yesterday who have confirmed that any future charges to SiriusXM will be automatically disputed as they have the cancellation confirmation on file.  The representative stated that as the charges for which I am still seeking a refund, namely for $63.46, on March [redacted] 2014 and $84.31 on May [redacted] 2014 were made before the official cancellation confirmation of August [redacted], they are not in a formal dispute process through the bank.  This does not change the fact that I dispute them and continue to seek a full refund, but it should make it easy for you to return the money to me by personal check or by credit to my card to my card, as the complication of a formal dispute process has now been removed. When I receive the refund for $147.77 I will consider the matter closed, though the huge amounts of time and effort that have gone into my attempts to obtain such only serve to deepen my frustration with your company.
Finally, I would like to suggest that SiriusXM should, as a matter of policy, record and retain all conversations between company representatives and clients, that notifications sent in emails regarding your company's intent to initiate a subscription be in larger or differently colored text from that surrounding it, and that written or recorded affirmation of a customer's willingness to have their credit cards charged be obtained each and every time a charge is to be applied.  If your goal is indeed to provide "stellar service", this would be a great place to start. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]