Sirius XM Radio

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:

A representative called me on the phone.  During that conversation she verbally agreed to cancel my service and bring my balance to zero.  She stated that she would send e-mails confirming that the account was closed and that my balance was zero.  The e-mails that I received did not confirm what we talked about.  I will attach the e-mails.  A day or two ago I received a bill dated 2/**/17.  This bill says that I owe a past due amount of $45.38.  I don't know what any of this means.  I will consider this matter resolved when I receive written confirmation that my account is closed and my balance is zero.  I do want to point out that the way they have attempted to resolved this while trying to extort more money from me is exactly why I made the complaint in the first place.Thank You for your attention to this matter.Sincerely,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

December **,
2015[redacted]
Re:
Revdex.com Complaint [redacted]Hello
Mediator,Thank you for contacting
SiriusXM on [redacted] behalf.  We
regret his recent experience...

led to a complaint with your agency. After
researching [redacted] account, it was found that his complaint is regarding
a payment he states were made on his account for a Lifetime Subscription, but
his service was shut off and he was advised we have no record of any
payment.  We require additional
documentation from [redacted] to investigate these payments; however, he
states the bank he dealt with closed four (4) years ago.On March **, 2011, the trial
subscription expired on the radio id ending in [redacted].  On this date we received a call from Mr.
Holland stating that his trial subscription should be good until May 2011 and
he was set up on a Customer Care demo until June **, 2011.  On June **, 2011, service was transferred
from radio id B0CL to radio [redacted] and [redacted] requested to speak with a
manager at that time as he stated he was suppose to have a year subscription.  On June **, 2011, he was provided with a one
year subscription that was placed on a trial.  Documentation from May **, 2011, states that [redacted] called to
verify his account and he would call back to renew.  No changes were made and the service
continued on a trial subscription until November **, 2015.A member of our Corporate Customer Solutions
team reached out to [redacted] to further discuss his concerns.  [redacted] stated he made a payment for a
Lifetime subscription using a pre paid credit card in 2011.  We informed [redacted] that upon reviewing
his account, we show no payments made to his account after November **, 2010;
which was for an annual subscription at a promotional rate.  We were unable to locate any other account, using [redacted] name and contact information, where the said Lifetime subscription payment
was applied.  We remain interested in working with [redacted] and request that he provide us with any documentation showing that he
purchased a Lifetime subscription in February 2011.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]SiriusXM
Corporate Solutions Team###-###-####
([redacted])

April **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted] Hello [redacted],   [redacted] stated her complaint has not yet been resolved as she is requesting for her P.O.Box to be added to the Do Not Contact list as well as she has been requesting for this to be completed for some time.   We have updated [redacted]’s account with her request not to be mailed at [redacted].  We were unable to locate any prior Do Not Contact request and apologize for any inconvenience this has caused.  We have closed account: [redacted] and removed the radio id as well.  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 concern. If you’d like to contact us regarding this matter, please use the information listed below.  SIRIUS XM Radio Inc.To: [redacted]Attention: Customer Care[redacted]  Sincerely, [redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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 **, 2017   [redacted]   Re: [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 regarding a trial offer that was not honored was the result of an agent error combined with SiriusXM receiving paperwork to deactivate the service due to the vehicle being sold.   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint.  We apologized for any miscommunication she received regarding the trial subscription with the vehicle she purchased.  We explained that Hertz rentals vehicles are usually active on a 24 month demo subscription for rentals, when she contacted us regarding the purchase of this vehicle; the radio ID was already active on the 24 month trial.  On December **, 2016, SiriusXM received paperwork from the dealership advising us that the vehicle was sold and to cancel the trial subscription.  As a gesture of good will, we provided [redacted] with 6-months of service at no cost.  A Future Deactivation Date was set for July *, 2017.  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 *)

[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, it was found that his complaint is in regards to fraud charges appearing on his credit card with each renewal of his quarterly subscription. [redacted] purchased a quarterly subscription for radio id [redacted] on June *, 2015 on invoice payment.  The agent he spoke with provided a $15.00 credit for the activation fee and a $2.00 credit for the invoice fee as he was making the payment for the $39.98 balance via credit card.  [redacted] himself placed his credit card on file via our online account center (our “OAC”).  A member of the Corporate Customer Relations team spoke with [redacted] and informed him that our agents have no access to his credit card information.  All credit card information is protected by our systems and we are not able to see anything on the account except for the last 4 digits.  We informed [redacted] that he will need to take this issue up with his credit card company as these fraud charges are not coming from SiriusXM. 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.[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option *)

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

[redacted]’s behalf.  We regret that his recent experience led to a complaint with your agency.  After researching [redacted]’s account, it was found that his complaint is in regards to a one year trial that was associated with a 2014 Jeep he purchased in Hawaii. 
 
A member of the Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but we were unable to speak with him and address his concerns.  Most new and select pre-owned vehicles equipped with Sirius XM offer some level of introductory trial service.  This service is associated with the vehicle’s radio id and is a non transferable service.  [redacted] states in his complaint that he received this as a customer incentive from the dealership and they advised him it could be used towards any Sirius device.  We ask that [redacted] contact us to provide us with the packet he received from the dealership.
 
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]

[redacted]   The Revdex.com Serving Metropolitan New York Mediator [redacted] [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 that his complaint regarding being contacted for an outstanding balance after canceling his subscription resulted from his call disconnecting before his cancelation request could be completed and the automatic renewal of his subscription per the terms and conditions in the SiriusXM Customer Agreement.   On August **, 2016, [redacted] called to cancel his subscription; however the call disconnected before the agent could complete his cancelation request.  On September **, 2015, his annual subscription renewed, however, we were unable to charge the credit card on file.  On October **, 2016, [redacted] subscription was cancelled, leaving a balance of $11.98 for used service.   A member of our Corporate Solutions team spoke with [redacted] to address his concerns.  We advised him as to why his subscription was not cancelled when he called.  We confirmed that his subscription was cancelled and his account was credited 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] 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]

December **, 2015[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 regarding a charge on her credit card resulted from the automatic renewal of her promotional rate subscription to standard rates.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.    On April **, 2015, [redacted] purchased a semi-annual subscription at a promotional rate.  An email confirming the transaction, which contained the October **, 2015 renewal information, was sent to the email address on file.  On October **, 2015, per our terms and conditions, [redacted] subscription automatically renewed at our then current rates, charging the credit card on file $102.44.  On December **, 2015, [redacted] contacted us to cancel her subscription, which we processed immediately.  A refund of $33.03 and $69.41 was issued on December **, 2015, which reflects the total charge of $102.44 on October **, 2015.  A member of our Corporate Solutions team reached out to [redacted] via phone and email to ensure her concerns have been addressed; however we have been unsuccessful in speaking with her.  We would like to advise [redacted] that if she has any additional questions or concerns she can contact the Corporate Solutions team using 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. Sincerely,Geraldine RobertsSiriusXM Corporate Solutions Team###-###-#### ([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 was in regards to the transferability of his Lifetime Subscription.  Per the terms and conditions of the SiriusXM Customer Agreement when the subscription was purchased in 2008, the transferability of a Lifetime Subscription depends upon whether it is associated with a home, portable, or dock & play receiver, or whether it is first associated with a receiver installed by an automaker or an automotive dealer.    Lifetime Subscriptions first associated with, or subsequently transferred to, a receiver installed by an automaker or an automotive dealer in a vehicle, are non transferable, except in the event the original Receiver associated with the Lifetime Subscription is stolen, accidentally damaged or is defective.  A Lifetime Subscription associated with a home, portable, or dock & play Receiver is transferable from one such Receiver to another, up to a maximum of three (3) times.  For each permitted transfer of a subscription, a transfer fee will be charged.  In December 2008, [redacted] purchased a Lifetime Subscription for Radio ID ending in [redacted] (2008 Jeep).  On April **, 2017, we received records from a dealership stating there was a change in the ownership of the vehicle and the Lifetime Subscription was cancelled.     A member of our Corporate Solutions Team reached out to [redacted] to further discuss his concerns.  As a final courtesy, we placed the Lifetime Subscription on his Radio ID ending in [redacted] (2017 Honda), and waived the $75.00 fee.  We informed him that the Lifetime Subscription is no longer transferable and will remain with the Radio ID ending in [redacted].  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 ###-###-####[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]

September **, 2016   [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 regarding his cancelation experience resulted from his call being disconnected while being transferred to the cancellation department.  His subscription has been cancelled and any outstanding balance removed from his account.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint. We processed the cancelation of his subscription and provided him with cancelation confirmation number [redacted].  We apologized for the experience and cleared the outstanding balance of $21.04.  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] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]   [redacted]   Hello Mediator,   [redacted] stated that her complaint has not been resolved as she states SiriusXM is being unethical by changing the terms of her agreement.  She is requesting to have her lifetime membership transferred as it stated in her original agreement.   The terms and conditions in the SiriusXM Customer Agreement in May 2007, when [redacted] purchased the Lifetime Subscription, stated that “[redacted]  [redacted]”.  On or after September *, 2007, Lifetime subscriptions associated with home, portable or dock & play radios can be transferred a maximum of three times.  Lifetime subscriptions first associated with or transferred to radios installed in vehicles by automakers or dealers are not transferable unless the radio is stolen, accidentally damaged or defective.  If at any time the lifetime subscription associated with a home, portable, or dock & play radio was/is transferred to a radio installed by an automaker or dealer, the subscription becomes non-transferable.  Otherwise, Lifetime subscriptions associated with a home, portable or dock & play radio can be transferred a maximum of three times, for a fee.  The only change made regarding the terms and conditions of the Lifetime plan was the amount of transfers allowed.  There was always a $75.00 fee for each permitted transfer.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  We were not denying [redacted] of her transfer, as she was advised the transfer would be completed, however, the issue was with the transfer fee.  We explained to [redacted] that we will waive the transfer fee, as a onetime courtesy, and informed her that she has two remaining transfers.  Again, we would like to advise [redacted] that per the terms and conditions from when she purchased the Lifetime Subscription, a $75.00 transfer fee will be permitted for each transfer.   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 Ms. Stewart’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 [redacted] (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]

June **, 2016   [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, it was found that his complaint is regarding being contacted via e-mail for his son’s account.   A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We advised him that we have updated our records, including his request not to be contacted via e-mail.  We would like to advise him we have removed his e-mail from his son’s account and that while we will make every effort to remove his e-mail, it can take up to 10 business days to completely update all of our systems.  During that time it is possible that he may receive a few more e-mails due to campaigns still in progress 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,   Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

[redacted]
*
[redacted]   [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 regarding continued charges to her credit card after cancelling her subscription in January 2017.  We were unable to locate any request for cancellation prior to March 2017.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  [redacted] stated that she contacted us to cancel the subscription associated with Radio ID ending in [redacted] (Rav-4) as the vehicle was traded in.  We informed her that we show no request for the cancelation of her subscription until March **, 2017; however, as a gesture of good will, we requested a refund of $47.58; which was issued back to her credit card ending in [redacted] on March **, 2017.  Should [redacted] 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.   [redacted]    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team [redacted] (option *)

June **, 2016   [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, it was found that [redacted] complaint resulted from SiriusXM’s automatic renewal policy.  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 **, 2016 Mr. J[redacted] purchased a vehicle that came with a 3 month trial subscription.  On February **, 2016, Mr. J[redacted] was contacted and purchased a 6-month promotional rate subscription; which began on April **, 2016, after his trial expired.  A confirmation email was sent to Mr. J[redacted] on February **, 2016 confirming his transaction, which also included automatic renewal information.  On April **, 2016 an invoice was sent to Mr. J[redacted].   A member of our Corporate Solutions Team reached out to Mr. J[redacted] to discuss his concerns.  We reviewed the automatic renewal policy and at [redacted] request, we canceled his subscription and cleared balance owing.  Should Mr. J[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 Ms J[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 *)

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] states that she will not consider this complaint to be resolved until she receives written confirmation that her account is closed and her balance is zero.   As previously stated, at [redacted]’s request we cancelled the subscription associated with Radio ID 744K.  Upon cancelation, a balance of $45.38 was left remaining and this amount was credited for her account to reflect a $0 balance.  On March *, 2017, we sent an email to [redacted] confirming that these steps were completed.  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 *)