Sirius XM Radio

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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 related to a miscommunication regarding a promotional subscription he was offered.  Promotional rate pricing is intended for one-time use.     On June **, 2016, [redacted] ordered a replacement radio and was offered a 6-month promotional rate subscription for this receiver.  An email was generated confirming his transaction, which also included automatic renewal information.  A member of our Corporate Solutions team reached out to [redacted] to further discuss his concerns.  [redacted] requested for call to be reviewed and we advised him that his request was denied as promotional rate pricing is intended for one-time use and will renew at our then current rates, per our terms and conditions.  We offered to provide [redacted] with another 6 month promotion upon his renewal; which he stated he would accept if we issued a refund for the radio that he purchased on June **, 2016.  We informed him that we have a 30 day return policy on equipment and that we would be unable to issue a refund for the receiver as the 30 days have passed.  [redacted] rejected our offer stating he will continue with the Revdex.com complaint.  Our offer to provide [redacted] with an additional 6- month subscription at a promotional rate 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 concerns. If you’d like to contact us regarding this matter, please use the information listed below. 
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 Sincerely, Geraldine R[redacted]Sirius XM Corporate Solutions Team###-###-#### (option *)

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[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 that his complaint relates to a refund that was issued back to his credit card when he states he requested the refund to be issued via check. A member of the Corporate Solutions team reached out to [redacted] and spoke with his wife.  We informed her that the refund was issued back to the credit card on file ending in [redacted] in December **, 2015.  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)

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:

 You can't require a person to call and to cancel a subscription if you don't have a 24 hotline  we don't all operate on a 9-5 schedule  if I could have called in the middle of The night I gladly would have  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

[redacted] behalf.  We regret that his experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding receiving the free trial subscription that came with the purchase of his 2011 Chevrolet Tahoe generated in error a balance owing on his account.   On July *, 2016, [redacted] contacted SiriusXM via phone to purchase a subscription for his Radio ID ending in [redacted] however: he did not purchase a subscription when he was told he had a balance owing $41.96.   A member of our Corporate Solutions team reached out to [redacted] to address his concerns.  We removed the balance of $41.96 that was generated in error.  As a gesture of good will we provided a 2 month trial that will deactivate 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,   Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

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[redacted]   Re: Revdex.com Complaint [redacted], [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that her recent experience led to a...

compliant with your agency.  After researching [redacted] account, it was found that her complaint is regarding charges to her credit card following the automatic renewal of her subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.   On January **, 2015, [redacted] purchased an All Access 6-month promotional rate subscription.  On July **, 2015, at the end of the promotional rate term, her subscription renewed to a full price package which bills on a quarterly term, charging the credit card on file.  Her subscription continued to renew on a quarterly basis charging the credit card on file.  On November **, 2016, [redacted] called us to cancel her subscription and a refund of $68.31 was issued for the last charge on October **, 2016.   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint.  [redacted] stated that she sold the vehicle that the radio was installed in back in 2015.  We asked [redacted] if she could provide us with documentation showing she sold the vehicle in 2015; which she advised us she would fax in.  To date we have received no fax and our attempts to further contact her have been unsuccessful.  We remain willing to work with [redacted] and wait for her to fax the documentation needed.  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.               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]

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* Re: Revdex.com Complaint- [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.  It was found that [redacted] complaint is regarding receiving collections calls at his place of work attempting to collect his balance due.      A member of the Corporate Solutions team contacted [redacted] and apologized to him for reaching out during his work hours.  We informed [redacted] that on June **, 2016 there was a note placed on his account not to contact him between the hours of 9:00am to 7:00pm and his phone number has been updated.  [redacted] was credited for one month service which covered from June *, 2016 to July *, 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,   Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

December **, 2016   [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 recent experience led to a complaint with your agency.  After researching [redacted] account it was found that his complaint is in regards to his overall cancellation request.    On November *, 2016, [redacted] quarterly subscription automatically renewed, per the terms and conditions in the SiriusXM Customer Agreement.  A $54.64 payment was applied to the credit card on file.  On December **, 2016, [redacted] called us requesting to cancel his subscription.  In lieu of cancelation, he accepted a 5 month promotional rate subscription for $28.46 and a refund of $3.61 was issued.   A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We explained that during the cancellation process, agents may present customers with special offers inviting them to remain SiriusXM subscribers.  We apologized to [redacted], if he was left with a negative impression of our cancellation experience; as that is not our intended outcome.  We offered to cancel his subscription immediately; however, [redacted] stated that he would keep the service until the end of the promotional term.  We informed him that a Future Deactivation Date was set for May **, 2017 and provided him with cancelation confirmation number [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] 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]   [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 regarding programming.   [redacted] would like both Sirius and SiriusXM to add a local radio station to their lineup.   A member of our Corporate Solutions team reached out to [redacted] to further discuss his concerns and he stated it was his son that filed the Revdex.com Complaint.  We assured him we would forward the information to our programming department. 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,   Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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Hello Mediator, 
 
[redacted] states his complaint has not been resolved as he was refunded one month of service when he clearly stated he expected a full refund.  [redacted] also stated that we treated him like he was in the wrong for filing a complaint.
 
We reached out to [redacted] and reiterated that his service renewed per our Terms and Conditions and we show no request for cancellation of service prior to receiving this complaint.  We explained to him that it was not our intention to make him feel we were being confrontational upon our previous contact with him, we were just explaining our policy regarding our auto renewal process.  [redacted] stated he is still not pleased with our response.  We again informed [redacted] that since he did not contact us prior, to cancel his subscription, we will be unable to refund him back for the time used.  On September **, 2013, the credit card was updated to a new card by the automatic updater and monthly renewal charges continued.  As we received no contact regarding these charges, no further refunds will be issued.  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]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
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Sincerely,
 
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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 review, it was found that his complaint regarding to being billed for service and late fees resulted from the automatic renewal of his subscriptions.  Per the Terms and Conditions, subscriptions automatically renew until the subscriber calls us to cancel. 
 
On July **, 2014, [redacted]’s annual subscription automatically renewed, per the Terms and Conditions, in the amount of $243.27.  However, we were unable to receive a payment because the credit card on file expired.  On August **, 2014, the subscription went inactive for non-payment, leaving a balance of $17.99 for used service.  A $5.00 late fee was added on August **, 2014, bringing the balance to $23.29.  We show no notations on the account, stating that [redacted] contacted us to cancel.
 
A member of the Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but as we were unable to speak with him we were unable to address his concerns.  Currently there are no active units on his account and as a onetime courtesy; we have credited his account to reflect a $0 balance.  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.
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Sincerely,
 
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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 appreciate your assistance and the assistance of the business in helping me resolve this...

issue.
Sincerely,
[redacted]

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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 his complaint was regarding a misunderstanding related to his subscription length.   On July **, 2016, [redacted] purchased two- 1 year Select subscriptions on the Radio ID’s ending in [redacted] and [redacted] at a cost of $359.09.  These subscriptions were prorated to align with his billing date of June **.  He was under the impression that the $359.09 charge was for a complete year service when what he paid was a prorated charge and he will automatically renew on June **, 2017.   A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We explained that his subscriptions were prorated to align with his billing date of June **.  As a gesture of good will we provided $35.00 credit to his account to cover a month of 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 concerns.  If you’d like to contact us regarding this matter, please use the information listed below.  
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  Sincerely, Jo-Ann M[redacted] SiriusXM Corporate Solutions Team [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 review, it was found that [redacted]’s complaint is in regards to receiving calls from a SiriusXM.  On May **, 2017, at [redacted]’s request, his phone number was added to our Do Not Call list.   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 trial subscription which expired on April **, 2017 and we were unable to locate any record of a Do Not Call request prior to May **, 2017.  Please be advised that it can take 3-5 business days to completely update all our systems.  During that time, it is possible that he may receive a few more calls due to campaigns still in effect.  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. Bradley’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 *)

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 will contact the Revdex.com if I do not receive the check within the 3-4 weeks as promised since this has been the problem in the past.
Sincerely,
[redacted]

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* 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 invoice he received resulted from the automatic renewal of his subscription per the terms and conditions in our Customer Agreement.  Subscriptions automatically renew until the subscriber calls us to cancel.  His outstanding balance has been removed.   On July **, 2016, [redacted] purchased a 5-month promotional rate subscription and made a one-time credit card payment for $33.87.  A confirmation email was sent to [redacted] that same day detailing the transaction, including automatic renewal and upcoming renewal charges.  On December **, 2016, at the end of the promotional rate term, his subscription automatically renewed to a full price package which bills on a quarterly term and an invoice was sent for $42.07.  On January **, 2017, [redacted] contacted us requesting to cancel the subscription; which we processed immediately, leaving an owing balance of $ 18.39 for used service.   A member of our Customer Solutions Team reached out to [redacted] and addressed his concerns and reviewed the automatic renewal policy.  We informed him that as a courtesy, we have removed the $18.39 balance, crediting his account to reflect a $0 balance.   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 *)

August **, 2015 [redacted]
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[redacted]Re: Revdex.com Complaint [redacted], [redacted]Hello Mediator,[redacted] states his complaint has not been resolved as he states his complaint involves discrimination again a whole class of subscribers and not just himself.  He feels SiriusXM has eliminated the Escape channel though satellite broadcast and put a higher cost to customers through cell phone services.  He states the customer agreement needs to be rewritten to make sure that customers are informed in advance of any plans to eliminate any channels.Customers are notified of channel changes through e-newsletters, letters, and email.  We also provided this information on air and on the SiriusXM.com homepage.  We reached out to [redacted] again and reiterated that his and any other feedback we received regarding the Escape Channel is provided to our programming department.  Programming changes are covered in the terms of our Customer Agreement.  Again, all of this information has been communicated to [redacted] and can also be found in the Customer Agreement terms and conditions found at www.siriusxm.com.  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]
[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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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.  After researching [redacted]’ account, it was found that her complaint relates to the frustration she experienced with Customer Service when attempting to cancel her subscription.   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint.  [redacted] stated that she no longer has the vehicle and wanted the subscription for Radio ID ending in [redacted] to be cancelled; however she was having a difficult time doing so.  We apologized to [redacted] for any frustrations she experienced and we cancelled the subscription, leaving a $14.00 balance for used service; which she made a onetime payment for via our Online Account Center.  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.   [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.I am ok with this resolution if they do what they say. I however will need some sort of confirmation that my name has been removed from collection. 
Sincerely,
[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 investigated [redacted] complaint regarding the charges to her credit card and determined it was due to an agent error in combination with her promotional rate subscription automatically renewing to full price package.  Per the terms and conditions in the Customer Agreement, subscriptions automatically renew at the rates in effect at the time of renewal.    On July *, 2015, [redacted] purchased a 6-month promotional rate subscription to begin at the end of her trial subscription.  A onetime credit card payment was made on this date for the $28.46 balance, but the agent made a processing error during this transaction and the credit card remained on file.  Her promotional rate subscription began on July **, 2015 and on January **, 2016, at the end of the promotional rate term, her subscription automatically renewed to a full price package, charging the credit card on file $102.44.  On July **, 2016 and January **, 2017 the credit card on file was charged $109.28 or each renewal.    A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  However, we were unsuccessful in speaking with her.  We have requested a refund for $321.00; which reflects the total amounts charged from [redacted].  We sent [redacted] an email informing her of the steps that were taken to resolve her complaint and advised her that it may take 3-5 business days for her refund to be issued.  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]’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 *)