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.
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.  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]

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 [redacted]’s account, it was found that his complaint relates to a refund that was issued back to his credit card, but was not received by him.   A member of the Corporate Customer Relations team spoke with [redacted] and explained that we were showing a refund of $161.14 was issued on December **, 2014. Upon further investigation it was discovered that this refund was issued back to [redacted], who did not release the funds due to the fact that the refund amount was higher than the charge from October **, 2014.  The bank was requesting an explanation as to why this occurred.  At [redacted]’s request, we emailed a letter for him to provide to his bank explaining that [redacted] had cancelled two previous subscriptions which left a remaining credit of $114.44 for unused service on his account.  Once he activated a new annual subscription totaling $216.17 on October *, 2014 the remaining $101.73 payment was made.  Upon cancelation of this subscription on December **, 2014, our system automatically generated the refund of $161.14 for unused service.  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.To: [redacted]Attention: [redacted]  Sincerely, [redacted]###-###-#### (option 3)

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[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.  We have investigated his complaint, but we were unable to contact him to get further details.   Using the information provided in the complaint, no active accounts were found for this customer.  The customer mentions that he has a $50.00 credit on his account, which was merged with his father’s account, but we are unable to find the account.    SiriusXM values each customer and is committed to providing stellar service.  A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns, but after several voicemails and emails, we were unable to reach him.  We ask that [redacted] contact our Corporate Solutions team, utilizing out contact information below so we can further discuss his complaint.    [redacted] Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### [redacted]

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[redacted] Re: Revdex.com Complaint [redacted], [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 [redacted] account, it was found that his complaint is in regards to the transferability of his subscription from his old vehicle to his new vehicle.  Due to system limitations, we are unable to transfer the remaining term of a subscription as a follow on to a trial subscription; however, subscribers can apply credits generated from subscription paid in advance towards costs on the new vehicle. On April *, 2016, [redacted] called to transfer the remaining rate subscription from his radio ID ending in [redacted] ([redacted]) to the radio ID ending in [redacted] ([redacted]); as the Ridgeline was sold.  The radio ID ending in [redacted] was cancelled, resulting in a credit balance of $150.59.  [redacted] Tacoma purchase provided him with a 3 month trial subscription and as we were unable to transfer the remaining term from his Ridgeline, a new subscription was purchased for an annual term.  On June **, 2016, at the end of his trial subscription, a new annual term began for a total of $165.68, leaving an owing balance of $39.22 after the $150.59 credit was used.  On August *, 2016, a late fee was added, bringing the balance to $44.22.  When payment was not received, his subscription went inactive for nonpayment, leaving a credit of $121.98 for unused service.  On August *, 2016, his account was removed from non pay, leaving a balance of $45.70.  On September **, 2016, his account again went into non pay and a late fee was added, leaving a credit of $92.86.  On September **, 2016, his account was removed from non pay and his subscription was restored to active service, leaving a balance of $52.19. A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We explained both the agent and system limitations, based on what he requested.  As a good will gesture, we credited his account to reflect a $0 balance.  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.     Sincerely, Geraldine R[redacted]Sirius XM Corporate Solutions Team###-###-#### (option *)

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[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 his complaint is regarding the transferability of his Lifetime Subscription.  Per the terms and conditions of the SiriusXM Customer Agreement when the subscription was purchased, the transferability of a Lifetime Subscription depends upon whether it is associated with a home, portable, or dock & play Receiver, or whether it is associated with a Receiver installed by an automaker or an automotive dealer.  A member of our Corporate Solutions team reached out to [redacted] to further discuss his concerns.  We reviewed the Customer Agreement terms and conditions which state that Lifetime subscriptions for receivers installed in vehicles are non-transferable and non-refundable.  Radio ID [redacted] (Chevy Traverse) was currently on an annual promotional subscription from the service period of February *, 2016 to February *, 2017 and we offered to extend this subscription through to March **, 2018 at no additional charge; which he accepted. 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 *)

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[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, it was found that his complaint is already being handled by SiriusXM via the process to support the Consumer Resolution Program (Restitution).  The Consumer Resolution Program was launched as a result of the multi-state settlement agreement.    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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[redacted]Sincerely,[redacted]
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[redacted]

September *, 2016 *
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[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 inability to listen to SiriusXM’s Free Listening Period resulted from our Free Listening signal being different from our regular satellite signal and may not be compatible with some older radio models.  We disclose this fact on our advertisements for the free listening periods.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We explained the nature of the Free Listening signal and why he may not be able to receive it.  We provided him with a 2-month trial and for the inconvenience he experienced, we also provided him with the 5 month promotional rate subscription at no cost, to follow the 2-month trial.  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.       Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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[redacted]   Hello Mediator,   Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her...

recent experience led to a complaint with your agency.  Our research reveals that the charges that [redacted] disputes were processed by [redacted] herself, via our online account center (our “OAC”).    [redacted] registered her credentials to manage her account in our online account center.  Once the account is registered, only the person with the customer’s username and password can access the account in the OAC.  She purchased a 1 year Mostly Music subscription on July **, 2010 for radio ID [redacted], via our OAC and updated her account with the credit card ending in [redacted].  At that time, a credit card payment of $153.22 was applied.  On July **, 2011, her annual subscription renewed, per the terms and conditions in our Customer Agreement, charging the credit card on file $132.83.  On July **, 2014, [redacted] called us to request cancelation of this subscription; which we processed and issued a refund of $6.43.  On April *, 2015, service on this radio was reactivated via our OAC on a 5 month promotional rate subscription and the account was updated with the credit card ending in [redacted].  On September *, 2015, at the end of the promotional term, her subscription automatically renewed to a full price package which bills on a monthly term, charging the credit card on file.  Her monthly subscription continued to renew until August **, 2016, when we received a call to cancel the subscription; which we processed immediately, providing a refund of $11.16 for unused service from the period of August **, 2016 to September *, 2016; which was issued on August **, 2016.   A member of our Corporate Solutions team spoke with [redacted] to further discuss her concerns.  We explained that the subscription on radio ID [redacted] was activated on our OAC in April 2015 and we show no request for a cancelation of this subscription until August 2016.  We explained that as we show no request for cancelation, we could provide her with the last 3 months of service paid; which totaled $54.63.  As a further gesture of good will, we also offered to provide her with 6 months of service on her current monthly subscription on radio ID [redacted]; which she also activated herself via our OAC on April *, 2015 with the credit card ending in [redacted].  [redacted] accepted our offer and we refunded an additional $43.37; which was issued on August **, 2016, as this amount combined with the $11.16 previously refunded reflects the total charge of $54.63.  On August **, 2016, [redacted] called us stating she will not accept our offer as we did not do what was promised because she only received a credit of $43.47.  Again we reiterated that she was previously refunded the other $11.16 for a total of $54.63.  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]’s 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 *)

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[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 the...

trial offer that was not honored resulted from a miscommunication as Radio ID ending in [redacted] was already active on a dealer demo package.   On December **, 2016, [redacted] called us to cancel the subscription associated with Radio ID ending in [redacted] and activate the trial subscription in his new vehicle.  At that time, the radio associated with the 2016 Colorado was already active on a dealer demo service and the agent provided [redacted] with the end date for this subscription.  Upon SiriusXM receiving records from the dealership to activate the trial, he was provided with a 3 month All Access subscription which includes NavTraffic and Travel; which will expire on March **, 2017.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  [redacted] expressed his frustration regarding the miscommunication with the trial subscription that came with the purchased of his vehicle.  We offered to provide [redacted] with 3 months of service, at no additional cost, after his trial expires.  [redacted] stated that he would like to think about our offer.  We apologize for any frustration that [redacted] experienced and advise him that the agent he spoke with will receive further training.  Should [redacted] want to accept our offer for an additional 3 months service, 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] Sirius XM Corporate Solutions Team ###-###-#### (option **

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[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 regarding a request to activate radio ID [redacted] in his name; which was currently active on his daughters account with an owing balance.    Radio ID [redacted] was active on account [redacted] on October **, 2014.  On April **, 2016, the subscription on this receiver and radio ID [redacted] were set up on a 5 month promotional rate subscription, so both receivers could have the same renewal date.  A onetime credit card payment was made for $56.63.  On September **, 2016, at the end of the promotional rate term, both subscriptions renewed to a full price package which bills on a quarterly term and an invoice was sent for the $90.78 balance.  On October **, 2016, both subscriptions went inactive for non-payment, leaving an owing balance of $42.98 for used service.  A late fee was added to this amount, bringing the balance of $47.98.  This amount went to write-off on November **, 2016.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We activated radio ID [redacted] on his account ending in [redacted] on a Basic monthly subscription.  Should [redacted] have any further questions or concerns, we ask he contact our Corporate Solutions Team 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.    To: [redacted] Sincerely,   Geraldine R[redacted] Sirius XM 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.To add to this however, I still would like to reinforce that on my initial call I was told that I would not be auto-rebilled and they did not follow through with their verbal promise. Their response leaves me to believe I would be signing off on this as if it were my error, which it assuredly was not--unless they are allowed to lie to the consumer and then do the opposite because of a written agreement that counters their verbal promise.In the end, they made it right for me, I am out no money and they have given me extra service for no charge even.
Sincerely,
[redacted]

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[redacted] Re: Revdex.com Complaint 11007416, Nathaniel Taylor Hello Mediator, Thank you for contact[redacted] SiriusXM on [redacted] behalf.  We regret that his recent...

experience led to a complaint with your agency.  After review[redacted] his account, [redacted] complaint regard[redacted] the cancellation of his subscriptions without his request, resulted from a system glitch which cancelled his All Access semiannual promotional subscription and refunded $23.43 for unused service. On August **, 2015, [redacted] purchased an All Access semiannual subscription at a promotional rate and made a credit card payment for $64.31.  On December **, 2015, this subscription was cancelled and a refund of $23.43 for unused time issued back to the credit card on December **, 2015.  It appears that a glitch in the system cancelled the service as this would not be able to be completed manually by an agent without a note automatically be[redacted] documented on his account. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We apologized for any inconvenience he experienced and offered to reactivate his service on the same All Access promotional subscription and provide him a credit for the cost.  [redacted] asked if we could provide him with an annual subscription for the price of the semiannual and as a onetime courtesy we agreed.  [redacted] was provided with an All Access subscription from December **, 2015 to December **, 2016 for a total of $66.57.  An invoice will be sent for this balance.  Should he have any further questions or concerns, we ask that he contact us utiliz[redacted] our contact information below. SiriusXM values each customer and is committed to provid[redacted] stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regard[redacted] this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

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[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 related to a misunderstanding regarding a promotional subscription he was offered.  We offer different platforms, based on the technology the satellite radio was built upon (Sirius, XM or SiriusXM) and that determines which subscription packages the device can receive.   On February **, 2017, a complementary 3-month All Access subscription was activated for [redacted]; which expired on May **, 2017.  On May **, 2017, [redacted] purchased a Select 12 month promotional rate subscription himself, via our online account center (our “OAC”).  The Select subscription he purchased has a reduced channel lineup when compared to the All Access subscription.  On June **, 2017, at [redacted] request, this subscription was canceled and a refund of $121.95 was issued.   A member of our Corporate Solutions team spoke with [redacted] to further discuss his complaint.  We explained that the letter he received offering him the annual subscription at a rate of $99.00, did state in the offer details at the bottom of the page that process shown are for the Select package of audio channels and does not include the All Access package; which he was provided with during his trial.  We apologized for any inconvenience he experienced and thanked him for his feedback.  Should [redacted] have any further questions or concerns, we ask that he 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.   [redacted]  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted] Re: 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.  After researching [redacted] account, it was found his complaint regarding his cancelation experience resulted from his call disconnecting while being transferred to the cancelation department.  His subscription has been cancelled and a refund issued for $232.84. On September *, 2016, [redacted] annual subscription automatically renewed per the terms and conditions in our Customer Agreement, charging the card on file $232.84.  On September **, 2016 and September **, 2016, [redacted] contracted our Listener Care department to cancel his subscription; however, while being transferred to the cancelation department his call disconnected.  As a result his subscription remained active. On October *, 2016, he contacted us again requesting for cancelation of his subscription; which we processed immediately and a refund of $216.44 was issued for unused service. A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  Speaking with our subscribers affords us the ability to address issues that may have lead to the cancellation request.  We apologized for the experience and confirmed that his subscription was cancelled.  As a gesture of good will, we refunded an additional refund of $16.40 as this amount combined with the $216.44 previously refunded reflects the total charge of $232.84 from September *, 2016. 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. [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]

[redacted]
 
[redacted]
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[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 relates to a misunderstanding regarding a promotional rate subscription she was offered.   In October 2015, [redacted] purchased a Select monthly subscription for Radio ID ending in [redacted] (Dodge).  On December **, 2016, she purchased a Select annual promotional rate subscription for Radio ID ending in [redacted] (Jeep).   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint; however, to date we were unsuccessful in speaking with her.  We apologize for any misunderstanding as a separate satellite radio subscription is required for each receiver.  We do not offer any subscriptions that cover multiple receivers.  Promotional rate subscriptions are intended for a one-time use and automatically renew, at the rates in effect at the time of each renewal.  We can provide [redacted] with a Select annual subscription at a promotional rate for her Jeep or we can provide her with two (2) 6-month promotional rate subscriptions for $30.00 plus additional fees and taxes on each radio, and refund her the difference from the $119.53 charge on December **, 2017.  We remain interested in working with [redacted] 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.     [redacted]  Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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

[redacted]’s behalf.  [redacted]’s complaint is in regards to a problem he has been experiencing since December 2013.  He stated that he has spoke with several departments and even contacted the Corporate Office and has still not been given a resolution.  He stated that he wants an apology for the way this issue was handled and he wants his issue addressed.
 
A member of our Corporate Customer Relations Team reached out to [redacted] and answered his questions regarding our on-air personalities and programming selections.  We advised him that our DJ’s will promote other channels to inform our customers of other channels that are available with their subscription.  We apologized that it took so long to have his concerns addressed and we informed him that we appreciate his feedback.   We provided [redacted] with our contact information should he 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]’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]

[redacted]
 
[redacted] [redacted]   [redacted]   Hello Mediator,   [redacted] states that his complaint has not been resolved as SiriusXM charged his expired credit card ending in [redacted]; which was not charged prior to the 3 month charges.  The credit card ending in [redacted] has been on file since September 2011; which was when he purchased his first annual promotional rate subscription.  [redacted] would contact us previous to each renewal to cancel and would be provided with another promotional offer; which would be paid using credit card ending in [redacted].   Prior to [redacted] purchasing a 6-month promotional rate subscription for Radio ID ending in [redacted] (2015 Ford Explorer), he had an active subscription on Radio ID [redacted] (2011 Chevrolet Silverado); which he activated in September 2011 and placed the credit card ending in [redacted] on file. In September 2013, he purchased Select 12-month promotional rate subscription for Radio ID ending in [redacted] (2013 Ford Explorer) and the $113.09 balance was applied to the credit card ending in [redacted]; which was the card on file at that time.  On February **, 2015, [redacted] canceled the 12-month subscription; which left a credit of $71.86 and he was provided with a $10.00 service credit as well, leaving a credit of $81.86.  On August *, 2015, when his All Access 6-month promotional rate subscription began, the $64.42 balance was deducted from the credit, leaving a credit of $17.44.  On February *, 2016, at the end of his promotional rate term, his subscription automatically renewed to a full price package; which bills on a quarterly term, for the amount of $77.31.  As the remaining $17.44 credit was used, the credit card on file was charged $59.87.  As we received no request for cancelation, his subscription continued to renew, charging the credit card on file $77.30 on a quarterly basis.   A member of our Corporate Solutions team spoke to [redacted] to further discuss his complaint.  As his subscription automatically renewed, per the terms and conditions in the Sirius XM Customer Agreement, we received no cancelation requests and [redacted] stated in his rejection that he did use the service for the past year, we informed him that no additional refunds will be provided.  However, as a gesture of good will, we offered to provide him with an annual subscription at no cost.  [redacted] accepted our offer; however he stated he still feels he is owed a refund as he only paid approximately $100.00 for his previous annual subscriptions.   We explained that he received several promotional rate subscriptions in the past, which are intended for one-time use only.   We placed a service credit on his account for $226.71 to cover the cost of an annual subscription and reactivated service on his 2015 Ford Explorer.  A Future Deactivation Date (FDD) was set for April **, 2018, to prevent the automatic renewal of this subscription.   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] concerns. If you’d like to contact us regarding this matter, please use the information listed below.        Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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

[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 regarding his credit card being charged was due to agent error. 
 
On October *, 2014, while speaking with one of our representatives regarding the Nascar channel, [redacted] was informed that he purchased a Lifetime subscription for a Select package and was advised that he would need to upgrade to the Premier package; which is an additional $100.00 for the Lifetime subscription.  At that time the call was disconnected, however, the agent incorrectly processed the package change of the service on [redacted]’s account by upgrading to the a Premier subscription totaling $100.00.  A refund for the $100.00 charge was issued back to [redacted] on October *, 2014. 
 
A member of our Corporate Customer Relations team spoke to [redacted] and confirmed that the refund was being issued and informed him that we are providing him with the Premier package on his Lifetime subscription for the inconvenience he experienced.  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]
 
 
Sincerely,
 
[redacted])