Sirius XM Radio

[redacted]
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[redacted]
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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.  After researching [redacted]’s account, it was found that her complaint is regarding 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.  Subscribers are informed of automatic renewal when purchasing their subscription and those subscribers with an annual subscription or higher receive a renewal notice, prior to the renewal of the subscription.   On November **, 2013, [redacted] purchased a 3-year Select audio and Internet Radio subscription.  On November **, 2016, her subscriptions automatically renewed, per the terms and conditions, charging the credit card in file $819.67.  On December **, 2016, her subscription was cancelled at her request and a refund of $795.72 was issued for unused service.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  We reviewed the automatic renewal policy and confirmed that her subscription was canceled and we issued a refund for $23.95, as this amount combined with the $795.72 previously refunded reflect the total charge from November **, 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]’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]

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]
 
[redacted] Hello Mediator,  [redacted] states our response does not resolve his complaint as he states SiriusXM is more concerned about money and not relationships with clients.  He states his service was turned off after his payment was received and he was offered no deals or coupons for compensation from the previous call he made to Listener Care. It was never our intention to make [redacted] feel that we were not empathetic to his situation.  As we previously stated on August **, 2016 a check payment for $35.00 was received and posted to his account.  However, a follow on plan was not added so at the end of the trial period, the subscription was cancelled.  We have been unsuccessful in speaking with [redacted] after making several attempts to contact him. We would like to let [redacted] know that the $35.00 for a 6 month Select subscription was a promotional offer and 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.    We remain interested in speaking with him and getting his issue resolved and we ask that he contact our Corporate Solutions Team utilizing the 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,Jo-Ann M[redacted]SiriusXM Corporate Solutions Team###-###-#### [redacted]

September **, 2015 
[redacted]
[redacted]
[redacted]
[redacted]Re: Revdex.com Complaint [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 review, it was found that [redacted] complaint regarding her subscription purchase resulted from a misunderstanding concerning the Select annual subscription she was offered, at a promotional rate.A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication regarding the Select subscription she was offered at the promotional rate.  We explained to her that the promotion she accepted was for Select audio services only and the Traffic/Travel services are a separate purchase.  As a gesture of good will, we provided [redacted] with an annual subscription for Travel and Traffic at no additional cost.  We explained to her that on September **, 2016, her audio and data services will renew at our then current price and an invoice will be sent.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]
[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team[redacted] (option 3)

April **, 2016 [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 regarding the invoice she received resulted from 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.  In addition, the promotional rate subscription she has been provided is intended for one-time use and automatically renew at current rates. On March 2*, 2015, [redacted] purchased a promotional rate All Access annual subscription.  A confirmation email was sent to [redacted] on March **, 2015 detailing the terms of the renewal and advising her of the upcoming credit card charges.  On March **, 2016, at the end of the promotional term, her subscription automatically renewed to a full price package on an annual term, and an invoice was sent for $275.22. A member of our Corporate Solutions Team reached out to [redacted] regarding her concerns.  At her request, we corresponded via email.  We explained that subscriptions renew at current rates and informed her that promotional rate subscriptions are intended for one-time use and are subject to automatic renewal at current rates.  As a gesture of good will, we offered to provide [redacted] with another All Access annual subscription at a promotional rate; which she accepted.  [redacted] was advised that this subscription will renew on April *, 2016 at our then current price.  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 *)

September *, 2016   [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, it was found that [redacted] complaint is regarding being contacted for solicitation reasons.  On September *, 2016, his account was updated with his request to no longer be contacted by phone.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We confirmed that his account was updated on September *, 2016 with his Do Not Call request and advised him that it may take 3-5 business days to completely update in all of our systems.  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 *)

[redacted]
 
[redacted]
 
[redacted] Hello Mediator,   [redacted] states his complaint has not been resolved as we are not refunding the full amount of his complaint.  He states his expected refund is $537.70 and he is only being refunded $289.66. Per our previous response on December 2, 2014, we have advised [redacted] that we will be issuing a refund for $289.66 on account [redacted] for radio [redacted] and $248.24 on account [redacted]or radio [redacted]  Payments were received on two different accounts and will be refunded via each account as stated.  Total for the both refunds is $537.90.  We reiterate that 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]  Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], while there is proof that we called and switched the account on the Sebring to our 2013 Camaro... the company is doing the right thing in going back two years with the refund and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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

recent experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint is regarding the automatic renewal of his 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.  We were unable to locate any prior request to cancel his subscription.   On March **, 2016, [redacted] purchased a 6-month promotional rate subscription placing his credit card on file for future renewals.  An email was sent on this date confirming the transaction; which included automatic renewal information.  On September **, 2016, at the end of his promotional rate term, his subscription automatically renewed to a full price package which bills on a monthly term, charging the credit card $19.12.  We show no request for cancelation and his subscription continued to renew on a monthly term.  On January **, 2017, [redacted] called us to cancel his subscription.  At that time he was provided with a credit of $65.38 for the previous 4 monthly charges and provided with another 6-month promotional rate subscription.  A refund of $40.67 was issued back to his credit card on January **, 2017.   A member of our Corporate Solutions Team spoke with [redacted] to further discuss his complaint.  We reviewed the terms and conditions of our automatic renewal policy and explained that we showed no request to cancel his subscription until January **, 2017.  We explained that he was provided with a 6-month promotional rate subscription and a refund of $40.67 and advised him that we will not be providing him with another 6 months at no cost.  [redacted] insisted that he called us several times to cancel; however he would just receive a runaround and he requested for a full refund of the credit that he was provided.  As a onetime courtesy, we refunded an additional $29.57.  A Future Deactivation Date was set for July *, 2017 to prevent the automatic renewal of his subscription.   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 *)

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

that her recent experience led to a complaint with your agency.  After researching [redacted]’s account, her complaint regarding the outstanding balance resulted from the automatic renewal of her subscription per the Terms and Conditions in the Customer Agreement.  Subscriptions automatically renew until a subscriber calls us to cancel.  On June *, 2014, [redacted] contacted us to cancel service and accepted a 5-month subscription, at a promotional rate of $28.11 on the radio ending in [redacted] and a free month of service on the radio ending in [redacted].  On July *, 2014, the monthly subscription renewed and an invoice was sent for $19.40.  The monthly subscription renewed again on August *, 2014 and another invoice was sent for $38.26.  On August **, 2014, the subscription on radio [redacted] went inactive for nonpayment, leaving a balance of $29.38 for used service.  A late fee was added on August **, 2014 and an invoice was sent for   $36.38.  On October *, 2014, the subscription for radio [redacted] renewed for the quarterly subscription and an invoice was sent for the $74.48 balance.  On December **, 2014, this subscription went inactive due to non payment, leaving a balance of $65.48 for used time.  On December **, 2015, a late fee was added bringing the balance to $70.48.  On January *, 2015 the $70.48 was written off the account.    A member of our Corporate Customer Relations team reached out to [redacted] via phone and email to discuss her concerns, but we have been unsuccessful in speaking with her.  We would like to review her account with her and as a gesture of good will; we will provide her with the 5 month promotion should she want to reactivate service.  We remain interested in working with [redacted] and ask that she contact our Customer Relations Team at the number provided 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)

January **, 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]...

[redacted]’s complaint is in regards to an automatic renewal that he has been charged with installment payments.  He stated that this renewal he was charged all at once which caused his account to go into the negative.  He would like to be refunded $70.00 for the overdraft fees that occurred due to this error.  A member of our Corporate Customer Relations reached out to [redacted] several times via phone and email however our attempts to reach him have been unsuccessful to date.  Upon reviewing the account we found the easy pay installments have been renewing according to the agreement.  The service renewed on November **, 2014 but the first payment was not received until November **, 2014.  The renewal date is still the [redacted]  of the month so the second installment came out on December **, 2014.  We are willing to review the overdraft fees however SiriusXM is not responsible for overdraft fees caused by the automatic renewal.   As the plan was changed should [redacted] wish to reactivate the easy plan there is no way to set this up as we no longer offer this service.  Where his account was already activated with this plan this was the reason he continued to renew with these installments. 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]    Sincerely,  [redacted]###-###...⇄ (Option 3)

December **, 2014 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint ID [redacted], [redacted]   Hello [redacted],   Thank you for contacting Sirius XM on [redacted]’s behalf.  [redacted]...

[redacted]’s complaint is in regards to an email he received informing of changes made to his account.  He stated that he made no changes so when he contacted Listener Care he was informed it was in regards to a phone call.  He stated that he is afraid someone is accessing his account as he never made any changes.  A [redacted] of our [redacted] reached out to [redacted] and advised him upon review of the account we discovered that one of the emails in question was to confirm a change in account information, which appears to have been a correction to [redacted]'s email address.  Our email records indicate a previous email had been sent to an invalid address, and his address had been updated to reflect the correct information. The other email was a confirmation that his radio was being deactivated and he was receiving a refund, which he had not requested. It appears that the deactivation was scheduled at the same time his radio was activated on his paid subscription, and it appears that this may have been a misunderstanding about [redacted]'s intentions. We also reactivated [redacted]'s radio with one year of free service, and we set the radio to deactivate on December **, 2015, as per his request. 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]

November **,
2015[redacted] [redacted] [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.  After researching, it was found that [redacted] complaint relates to
a refund that was issued back to her, but then voided as the check she received
was cancelled and a manual check reissued to [redacted], who purchased the
subscription on December **, 2014.On December **, 2014, [redacted] contacted us to purchase a six month promotional rate subscription on
radio is J20B; which he stated was a gift for his girlfriend.  At this time he updated the account with the
credit card ending in [redacted].  A confirmation
email was sent to [redacted]; which was the
email address on file, on December **, 2014 detailing the terms of the renewal
and advising him of the upcoming credit card charges.  On June **, 2015, the service renewed, per
our terms and conditions in our customer agreement, charging the credit card on
file $102.44.  On this date, [redacted]
contacted us to cancel the subscription and remove the credit card on
file.   Due to the credit card being
removed, the refund of $102.44 was issued via heck number [redacted] on July *, 2015 and sent to the address on file.  On July *, 2015, we received a RevDex.com complaint on behalf of [redacted] as his refund was not
received.  At this time check number [redacted] was voided and a manual replacement check was
reissued to [redacted].A member of our Corporate Customer
Solutions team spoke [redacted] and reviewed her concerns with her.  We requested for her to send a copy of her
banking statement showing it was her card that was charged; which she stated
she could not do as it was a joint account with [redacted]; which no longer
exists.  At this time she requested to
speak to a supervisor and a call back was requested.  We have made several more attempts to reach
out [redacted] and have not received any response to date.  We remain interested in working with [redacted] and ask that she reach out to our Corporate Solutions team.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] Sincerely,Geraldine
R[redacted]SiriusXM
Corporate Solutions Team[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 in regards to being contacted by mail for solicitation purposes following a visit to her dealership.  [redacted]s address has been changed since her last Do Not Mail request and our records have been updated to reflect her Do Not Mail request at her current address.   If you are a SiriusXM subscriber, or if you have a business relationship 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 complimentary trial subscription that expired on March **, 2017.   We have updated our records with [redacted] request to not contact her at telephone number [redacted], address [redacted] and email [redacted].  We would like to advise her that while we make every effort to honor her request as soon as possible, it can take up to 5 business days for phone and email and up to 30 business days for mail requests to completely update in all of our systems.  During that time, it is possible she may receive a few more calls/mailings due to campaigns still in progress.  Also, your Do Not Mail preference setting will expire in 3 years from the date of your request.  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 *)

January **, 2016 [redacted]
[redacted]
[redacted] [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 was regarding being charged for renewal of service after cancelling his subscription resulted from a miscommunication regarding the original request to cancel the subscription and placed on a temporary suspension.  A member of the Corporate Solutions team reached out to [redacted] via phone and email to discuss his concerns, but we have been unsuccessful in speaking with him.  We remain interested in speaking with [redacted] and 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, Tracey S[redacted] SiriusXM Corporate Customer Relations Team ###-###-#### ([redacted])

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

that her recent experience led to a complaint with your agency.  After researching [redacted] account, it was found that her complaint regarding her cancellation experience resulted from her call disconnecting while being transferred to the cancellation department.  Her subscriptions have been cancelled and any outstanding balance removed from her account.   On June **, 2016 [redacted] contacted our Listener Care department to cancel her subscription; however, while being transferred to the cancellation department her call disconnected.  As a result, her subscription remained active.   A member of our Corporate Solutions Team reached out to [redacted] to discuss her concerns.  We explained why she was being transferred when she requested cancellation of her subscriptions.  Speaking with our subscribers affords us the ability to address issues that may have lead up to the cancellation request.  We processed the cancellation of her subscription and provided her with cancellation confirmation number. We apologized for the experience and cleared the outstanding balance of $23.44.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing the 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 *)

[redacted]
[redacted]
[redacted]
[redacted] [redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf.  We regret that their recent experience led to a complaint with your...

agency.  After researching the [redacted] account, it was found that their complaint regarding receiving charges to their credit card resulted from the automatic renewal of their subscription on the Radio ID [redacted] (Starmate 4) which was cancelled and then subsequently reactivated.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.  Customers are notified prior to renewals, for subscriptions on annual packages or greater. On January *, 2012, the subscription on radio ID [redacted] on account [redacted] renewed for the annual subscription and an invoice was sent for $167.05.  On February *, 2012, a second invoice was sent for $169.05.  On February **, 2012, we received a call requesting for the subscription to be canceled which we processed immediately, leaving a balance of $23.81 for used service.  On March *, 2012, a late fee was added, bringing the balance to $28.31.  Om March **, 2012, this amount was written off, leaving a $0 balance.  On December **, 2012, an annual subscription at a promotional rate was purchased for radio ID [redacted], and the account was updated with a credit card for future payments.  On January *, 2014, at the end of the promotional rate, the subscription renewed at our then current price, charging the credit card on file $185.50.  The annual subscription renewed again on January *, 2015 and January *, 2016.  On account [redacted], a 6 month promotional rate subscription was purchased on the radio ID [redacted] (Ford F-150); which has since been renewing on a semiannual basis. A member of our Corporate Solutions Team spoke with [redacted] and reviewed her concerns with her.  We cancelled the subscription on radio ID [redacted] and issued a refund of $136.59.  [redacted] stated she disputed the remaining charges with Wells Fargo.  We also cancelled the semiannual subscription on her second account on the radio ID [redacted] and issued a refund of $109.28 for the most recent charge from April **, 2016.  Should [redacted] and [redacted] have any further questions or concerns, we ask that they 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] 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.
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]