Sirius XM Radio

Whoever handles their call center, needs to adjust their procedures. We received calls from Sirius XM from the phone numbe[redacted]. They called our home close to 40 times over the course of 3 days. This is unacceptable. That's harrassment...especially when they've been told not to call and our number is on the Do Not Call registry.

Review: I bought a one year subscription to Sirius on January [redacted] 2014. This service didn't start working until late October 2014 when I contacted Sirius. They should have sent a signal to my device to reactivate my account. Since they failed to do so, I wasn't receiving their signal (this service is for my wife's car that I signed up for).

It is clear I didn't receive my goods (subscription as they can see my account wasn't working).Desired Settlement: I want either continued Sirius services for my unused months (starting Jan [redacted] 2015 through October [redacted] 2015) or a cash refund for the unused months (approximately 8.5 months because we had service in January/early Feb 2015).

Business

Response:

February**, 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 his recent experience led to a complaint with your agency. After researching his account, [redacted]’s complaint regarding his service not working, did not result from his subscription being cancelled by SiriusXM and we were unable to locate any record of him contacting us regarding service related issues with his radio. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. A member of our Corporate Customer Relations team reached out to [redacted] and advised him that a refresh signal will need to be sent to his radio; which will need to be turned on at the time. It was confirmed that his service was being received after the refresh signal was sent and as a gesture of good will, we have provided [redacted] with service through to February**, 2016 at no cost to him. 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.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (option 3)

Consumer

Response:

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,

Review: Back near the end of November, a Sirius XM sales rep called me to remind me that my three year subscription was about to expire and asked for my account information so that I could be billed. Historically, I have renewed my subscription every three years by making three or four monthly payments (I cannot recall which). However, I was billed MONTHLY until the account balance had been paid.The sales rep assured me that I would be billed MONTHLY when I asked him just to make sure that I would have sufficient funds in my account, would not be billed unexpectedly, etc.Imagine my horror when I received two bills, one for $102.54 on 12/*/2014 AND ANOTHER on $104.56 on 12/**/2014. I was told that the billing would be monthly, so I called Sirius XM to dispute the billing, and the customer service rep informed me that the MONTHLY option was no longer available.Pardon me, but, if a sales rep assures me that the billing shall be MONTHLY, not biweekly, that is the way I should be billed. Even if the sales rep made a mistake, Sirius XM should have been true to the word of the sales rep and allowed me to make monthly payments instead. It is not my fault that Sirius XM changed its billing practices, and the sales rep didn't know what he was talking about.They refused to refund the billing to my checking account and suggested that I refer the matter to my own bank, [redacted], which I contacted immediately to STOP the transaction, which they did not allow, and only allowed me to "DISPUTE" the transaction, which went nowhere.Long story short, because of a billing that should have NEVER occurred in the first place, my [redacted] payment for the month bounced, as well as the Sirius XM payment. [redacted] decided to get on the act and, instead of stopping the transaction, sided with Sirius XM and left the transaction in place. I wound up with TWO $35.00 service charges from [redacted] and a checking account that was $174.00 in the hole. I just had major surgery, so I have extremely restricted mobility.Desired Settlement: Since Sirius XM's own ignorance and refusal to stop a billing that should have never occurred in the first place put me deeply in debt at the worst time imaginable, I think that it is reasonable for Sirius XM to reimburse me the TWO $35.00 service charges that were inflicted on my account as a result. Therefore, I want Sirius XM to reimburse me $70.00 for the service charges. Also, [redacted] has been uncooperative and has given me the runaround, so I shall file a complaint again them, also.

Business

Response:

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’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)

Consumer

Response:

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,

Review: Sirius auto-renewed our contract for satellite radio without our express permission. Upon receiving written notification, we immediately contact Sirius and verbally confirmed the cancellation of our contract. The firm is now attempting to collect fees for unordered products....specifically, it wants us to pay for the satellite radio provided after our contract's expiration but before we verbally confirmed cancellation of our contract. The amount is about $16. In addition, it's threatened to impose a $2 fee for every invoice issued, so we cannot ignore the initial invoice. We believe they wish to penalize us for failing to pay for products we did not order, and potentially turn the matter over to a collection agency, creating further inconvenience for our household.Desired Settlement: We wish to see the so-called "outstanding balance" cancelled. We may be willing to renew our contract with Sirius, but at a re-negotiated price, with the cancellation of the over-charge and a waiving of their re-connection fee.

Business

Response:

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 researching his account, it was found that the complaint is in regards to automatic renewal and a balance due for used service after cancellation.

Service was activated by [redacted] in October 2010 with an annual subscription that would automatically renew each year. On September **, 2013 the annual subscription renewed and an invoice was sent for $191.10. On October**, 2013, [redacted] called to cancel service, leaving a balance due of $16.08 for used service from September **, 2013.

A member of the Corporate Customer Relations team reached out to [redacted] and informed him that as a one time courtesy, we have credited his account $16.08 to reflect a $0 balance. [redacted] stated he would be interested in reactivating service at a reasonable rate and we offered him a one year service at half price or six months for $25.00, but he declined both offers. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

Sirius XM 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]

Review: Dear Revdex.com, For over a month, I have been trying to cancel my Sirius Satelite radio account. My first four emails went unanswered. Then, I received an email from them, saying they could not process my renewal, because my credit card expired. I wrote back again, indicating that I had cancelled the account. They then wrote back and told me that I had to cancel by phone so they could have an opportunity to remedy the situation. I had no interest in doing this- I cancelled because was always spotty and has not gotten a clear signal in months. We found we could live without Satelite radio and I decided to cancel. I emailed back and reiterated that I have now given them WRITTEN NOTICE in multiple emails cancelling. They then requested all kinds of information- radio serial number, the user id I would use to log onto their site,etc. to address the issue. I complied and provided this, although since they had all this info under my account, I'm not sure why I had to provide it again. I sent this info and was told they'd forward it onto another department- still no cancellation!! I emailed back twice more and got no response. Then, I found that they somehow managed to charge my EXPIRED CREDIT CARD FOR ANOTHER YEAR LONG SUBSCRIPTION EVEN AFTER MULTIPLE EMAILS OVER A MONTH LONG PERIOD TELLING THEM TO CANCEL MY ACCOUNT. At this point, I am at my wits end and done with dealing with them. I have attached some of the emails to them below. I have only included the first one which generated a response and not the multiple initial emails which they ignored. Thank you.Desired Settlement: 1. I want Sirius to CANCEL my subscription, ad I requested that they do well over a month ago. 2. I want them to refund the charges that they made to my credit card AFTER they had already been informed that I wanted the account CANCELLED. 3. I want an explanation as to why they processed this charge when they knew it was an expired card (seems like fraud) and after I had already requested that they cancel my account. 4. I do not believe that Sirius can require that you cancel by phone, rather than in writing. It is ridiculous that I have been sending emails for well over a month to cancel this account.

Business

Response:

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. A member of our Corporate Customer Relations team reached out to [redacted] to express our concern and offer a resolution.

[redacted] states she has been trying to cancel service with SiriusXM for over a month. She states she has sent her request several times in writing and received a response asking her to contact Listener Care via phone. She states she then realized that her expired card was charged for another year after multiple emails were sent. She is requesting for service to be cancelled and a refund of the charge.

A member of the Corporate Customer Relations team reached out to [redacted] via phone and email requesting for her to contact us to further discuss her complaint. We received an email response from [redacted] stating she received an email from us stating she her service was cancelled and a refund would be issued. Upon reviewing the account, a refund of $191.86 was issued on September **, 2013. Per our Terms and Conditions; which are provided on our website [redacted], Subscriptions will continue for the length of the initial term you select on your plan and at the end of your prepaid Subscription, it will automatically renew for additional prepaid periods of the same length unless you choose to cancel prior to that renewal, by calling us at ###-###-####. Your account will automatically be charged (or you will be billed, as applicable) at the rates in effect at the time of renewal. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.

Sirius XM 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,

Sirius XM Corporate Customer Relations Team

###-###-#### [redacted]

Extremely frustrating "customer service/listener care". They'll mislead you to sign you up and then make it impossible to cancel the service.

Review: Sirius keeps sending bills even though account has been closed since October 2014. Having spoken to them on several occasions, they say they fix the issue and remove information we still receive a bill.Desired Settlement: Would like this matter settled once and for all. Added no further bills or letters for service we do not receive.

Business

Response:

February**, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint#[redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to invoices he continues to receive after he closed his subscription. He stated he wants this issue addressed as he has been informed several times that he owes no balance. A member of our Corporate Customer Relations team reached out to [redacted] and assured him that his account is closed and there is no balance owing. We informed him that due to a system issue with his account; a bill is being generated in error. We advised [redacted] that we are aware of this matter and have sent his account to the appropriate department to fix the error. We explained that once we receive feedback that this matter has been resolved we will reach out to him with confirmation. 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)

Review: When I tried to transfer my service from a after market radio to a built in radio on my car they told me that I will have to pay a $75 fee. So I asked when did I agree to a contract? they told me that there is no contract but there is a fee. How can a I do business with a company that will reword there polices so they can claim that customer do not have to commit to a contract? I had a manager that told me well sir is not a contract but there is a fee if you cancel the service on that radio. I ask well I am not cancelling I am transferring the service. she told it doesn't matter.Desired Settlement: I do not want to pay a fee that I was never told that I needed to pay.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that their recent experience led to a complaint with your agency. A member of our Corporate Customer Relations team reached out to [redacted] to express our concern and offer a resolution.

[redacted] states upon trying to transfer service from an after market radio to a built in radio in his car he was told he would need to pay a $75.00 fee. He states he asked when he agreed to this contract and was told there was no contract, but there was a fee. He is requesting for the fee to be waived as he stated he was not told about it.

We reached out to [redacted] and he stated he purchased a new car in July and upon calling to transfer the service he was told there would be a $75.00 charge. We informed him that the radio he purchased from SiriusXM needed to remain active on the account for a year, as per the terms, or there would be a $75.00 early cancellation fee. We advised him that we would cancel service on this radio and waive the fee and informed him that there is a $52.35 credit on his account from the last payment on radio [redacted]; which can be used towards future service on his active subscription. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

Sirius XM 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.

Review: I subscribed to a Sirius package called Sirius Select. I had been subscribed this service in 2013. I received a bill from Sirius for an upgraded package in 2014. I called Sirius and tried to rectify this discrepancy. After 30 minutes on the phone with someone who sounded like they were in India, I felt that we had gotten the situation handled (which was very laborious in itself)

I logged onto my Sirius account today and saw that I was indeed subscribed to the correct package called Sirius Select. HOWEVER, I was also subscribed a traffic service that is $71.76 every three months. Here is a direct paste of the billing line:

07/**/2014-07/**/2015 SiriusXM Traffic + SiriusXM Travel Link® 3 Month $71.76

At no time did the representative discuss adding this option to my account nor did I authorize it.

Today, I contacted them again and they stated that the "promo" price I got on the Sirius Select package required that I subscribe to this traffic package. Even today, they denied that I was paying for the traffic package. They said it was free for three months. If that's the case, why was I billed for it and more importantly, why was it put on my account in the first place without my knowledge?Desired Settlement: This is the third major billing issue I have had with Sirius. They have upgraded me without my consent on each occasion. If they do it to me (I am very cognizant), they must be doing it to others who probably don't question their bill. This needs to stop.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to signing up for one subscription but being charged for a higher service. He stated that last year he wanted to be downgraded to Sirius Select but when the renewal came around he was charged for the All Access subscription. He contacted Listener Care and got those concerns addressed but now he is being charged for the Travel and Traffic subscription that he did not request. He wants this programming removed and his billing for this service resolved.

A member of our Corporate Customer Relations team reached out to [redacted] and informed him upon reviewing his account we found this subscription was added due to a system error. We downgraded the subscription but the Traffic and Travel link were still being charged to [redacted]. We closed his subscription and reactivated on the introductory one year Sirius Select subscription and added the free trial for the Travel Link and Traffic which will close in three months. We informed him of the renewal and advised him of the refund for $79.87 that is being issued back to his credit card. [redacted] was satisfied with the resolution and he has our contact number 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]’ 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.

Sincerely,

Consumer

Response:

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,

Review: The company sent renewal notices to the address of someone who bought me the service as a gift. Upon realizing the mistake a few weeks later, the gifting party contacted me, and I contacted SiriusXM and elected to cancel my service. As a result, they charged me for services which I did not authorize between the time the renewal notice was sent and the time I corrected the issue. The customer service representative was not helpful in resolving my issue.Desired Settlement: The customer service representative informed me the amount of approximately 20 dollars was due immediately and would be forwarded to bill collectors. Since I paid the amount immediately to avoid this, I would like the fee refunded.

Consumer

Response:

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,

Review: In 2013, I signed up for a promotion offer from Sirius. The offer couldn't be utilized without submitting a credit card number. Website stated notification would be sent before any charges. I never received said notification. I didn't notice the first charge on my credit card in May of 2014 but I did notice the second one in November of 2014. I immediately contacted the company through their website and demanded the acct be closed and the monies credited back to my charge card. When that didn't work, I tried contact them on [redacted] to no avail. I've written a email to the [redacted] to have account closed and monies refunded also to no avail.Desired Settlement: I want the account closed immediately and all monies refunded

Business

Response:

February*, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to an automatic renewal that she did not receive a notice for. She stated that she was charged twice without her permission so she is requesting cancellation and a full refund. A member of our Corporate Customer Relations team reached out to [redacted] and advised her upon reviewing the account we found she had been made aware of automatic renewal by a previous agent. She confirmed she was aware but wanted the refund due to not receiving any notice of the upcoming renewal. We offered to provide half of the requested amount of $101.18, equal to the last full credit card payment on November*, 2014. [redacted] requested the refund back to the credit card to which we advised her this process can take 5-10 business days for the refund to complete. As per her request we have also deactivated radio ID: [redacted] and confirmed there is no other balance due on the account. 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]’ concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted] Sincerely, [redacted]###-###-#### (Option 3)

Review: I find it appalling that this company will charge me $2.00 to print and mail me a bill. Is this typical of of companies to do this?

I wish there were other Satellite radio companies.Desired Settlement: To end this practice.

Business

Response:

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]’s complaint is in regards to an the $2.00 invoice fee he is being charged to have a bill sent in the mail. A [redacted] of our [redacted] reached out to [redacted] and advised her that every time the system generates an invoice the fee is charged to offset administrative costs. We also let her know that it states in the customer agreement that if you elect to receive an invoice or request an invoice, you will be required to pay an invoice administration fee on each invoice fee rendered, except where prohibited. As [redacted] paid her balance via credit card we placed a $2.00 credit on the account to cover the invoice fee. 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], [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Review: On February **, 2010, I purchased the lifetime subscription for $461. At that time, it was explained to me that the lifetime subscription came with 2 vehicle transfers for a transfer fee of $75 with each transfer. On January **, 2013, I utilized the first vehicle transfer with difficulty. The call center tried to tell me that lifetime subscriptions sold after 2007 did not come with transfers. I referred to my notes and explained that I was promised 2 transfers in 2010 when I purchased the life subscription. They honored the transfer and told me I had one more available. On April **, 2014, I called to use the second transfer. XM told me that their notes from 2013 show that they honored the one transfer as a courtesy, and that my subscription had no transfers. My notes distinctly show 2 transfers were included when I purchased the subscription in 2010, and one transfer left in 2013. I remember these conversations clearly, and documented the information for my records. Despite my attempts to explain the situation, XM refuses to honor what I purchased in 2010. They actually put me on hold, then disconnected me twice. Upon online research, I see that I am not the only consumer to whom this bait and switch was delivered.Desired Settlement: I would like them to honor the lifetime subscription as I purchased it. I would like the lifetime subscription in my current vehicle.

Business

Response:

[redacted]

Re: [redacted]

Hello [redacted]

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching [redacted]’s account, it was determined that the complaint is with regard to the transfer of her Lifetime subscription to her new vehicle.

Per our Terms and Conditions, a "Lifetime Subscription" is one that continues for the life of the Receiver equipment. Lifetime Subscriptions are nonrefundable. Non Automotive Receivers: A Lifetime Subscription associated with a home, portable, or dock & play Receiver is transferable from one Receiver to another Receiver, up to a maximum of three (3) times. For each permitted transfer of a subscription from one Receiver to another or from one person to another you will be charged a transfer fee set forth in this Agreement. Automotive Receivers: A Lifetime Subscription is not transferable if it is associated with a Receiver installed in a vehicle by an automaker or an automotive dealer, except in the event the original Receiver associated with that Lifetime Subscription is stolen, accidentally damaged or if, in the sole discretion of Sirius or XM, it is defective. For each permitted transfer of a subscription from one person to another based upon a stolen or accidentally damaged Receiver you will be charged a transfer fee set forth in this Agreement. No transfer fee will be charged for the transfer of a Lifetime Subscription associated with a Receiver installed by an automaker or an automotive dealer if, in the sole discretion of Sirius or XM, the receiver is defective.

A member of the Corporate Customer Relations team spoke with [redacted] and informed her that as a gesture of good will, we will transfer her Lifetime subscription to radio V2CG. We informed [redacted] that there will be no further transfer of this subscription; which she understood. Should she 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.

Consumer

Response:

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 resentful of them labeling the transfer a courteous gesture, however. It is simply XM providing the service that I purchased in 2010.

Sincerely,

Review: Recieved several letters asking me to reactivate my orginal service. So I paid and had it activated but not all the features were working. I called and they said the promotion was for just the radio service. The letter I received stated that all features would be included.Desired Settlement: To send out clear information regarding promotions.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states she received several notices asking her to reactivate her service so she agreed to a promotional deal and paid for the service but the travel link and traffic did not work. She would like this issue addressed as she stated these services were included in the cost. After reviewing the account and contacting her, we found that the service was activated on a Sirius Select 6-month promotion for $24.99. We asked that she fax in the correspondence she received as our Travel Link and Traffic are additional features and they are not included with our audio deals.

While waiting for the fax to be received we found that an agent had activated the traffic and travel and waived the balance. Currently the service is covered through January**, 2014 and at that time the service will renew at our regular rate as part of the Terms and Conditions. Please inform [redacted] to contact us should she have any further questions or concerns.

Sirius XM 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: I called Sirius XM radio at ###-###-#### to cancel my subscription because my term was up and I did not wish to renew because of the price for the subscription was higher than [redacted] originally disclosed to me 6 months ago for the renew. Sirius Changed their numbers because I thought I was calling the office of the President, however, I was transferred or (outsourced) to another country and could not understand the gentleman with whom I spoke with. I believe he said his name was "[redacted]". Anyways he offered me a 6 month term subscription for 43.00 however when it was all said and done, it was almost 60.00! I asked him to bill my credit card but if you listen to our phone conversation, you will clearly hear me state to please "do not save this credit card number and only bill me once". Moreover that I did not want to set up automatic billing for renewing after this term expires. After I got off the phone with him I logged onto my sirius XM account online and to my shocked eyes, seen that he did in fact set me up for automatic renewal in January 2014 after this term expires, when I explicitly asked not to!!!!! Again, could not understand one word this man was saying over the phone. Also, I found that I had a 2.14 invoice fee! Why would I have an invoice fee when I paid over the phone? [redacted] with whom I dealt with the last time disclosed, "I would only get an invoice if I paid with check". This is the 4th or 5th Revdex.com complaint with Sirius, if they want to keep my business they will send to me a number where I can reach the office of the President because if and when I renew, it will be with a [redacted]Desired Settlement: 1. Office of the President's phone number with whom I can call in January and renew, IF I CHOOSE TO DO SO. 2. Billing adjustment to take off the invoice Fee. 3. An explanation to why when I clearly asked [redacted] or whomever his name was not to set up automatic billing, he did so anyway! 4. Take my Visa card off my Sirius account and do not even attempt to bill it in January or else, I will contact my credit card company for credit fraud. And yes, it is credit fraud, because if you listen to our phone conversation you will clearly hear me tell him, not to set up automatic billing.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states that he had contacted Customer Service to cancel his account as the renewal cost was much more then what he was quoted. He stated that he spoke with an agent that offered him a 6-month plan for $43.00 plus taxes and fees and he asked the agent not to save his credit card number as he did not want to be charged for the renewal. He stated when he logged in to the manage account option he found that he was set up for a renewal and he had been charged a $2.14 invoice fee. He would like this addressed and wants to speak with someone from the Corporate Office. After reviewing the account and contacting him, we found that the $2.14 invoice fee had been removed from the account on July **, 2013 which left a $0.00 balance on the account. The service is now covered through January **, 2014 and the credit card has been removed from the account.

We informed [redacted] that we have set the account to close on January **, 2014 so the service will not automatically renew. [redacted] was satisfied with the resolution and he has our contact number should he have any further questions or concerns.

Sirius XM 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: Purchased a Sirius XM radio in 2005. Used it for 5 years and it broke. Purchased a new radio from Sirius and requested deactivation of old radio and activation of new radio. Decided to cancel service completely in Jan 2013. Called to do so and discovered that they had double billed for both radios even though we only ever had one running at a time. They admittedly agreed that the deactivation request for the first radio had not been done. Requested a refund of the 2+ years we were double billed and was given a Refund ID #, with a promise to have our charge card credited within 7-10 days in the amount of $490.57. At the same time, they wanted to retain our business and gave us free service for 6 months, up to June 2013. Jan **, 2013, we called because we only received a credit of $166.88, leaving a balance due from the original refund request of $323.69. We were told that our initial refund was "Rejected" and that it was still under review. Feb *, write a letter stating the above and request again for the remainder of our refund. NOTHING...until, we get a new credit card and start getting emails that our account needs updating. Call again...now have 2+ hours invested in trying to get this refund....it is now June **, 2013.."Oh, you need to update your account so we can credit your refund and also please fax us that letter you wrote in Feb so we can further review. We will call you right back"...Of course they never called back...Fast forward to today, July *, 2013; our credit card has been charge more money ($49.07) by Sirius instead of getting the refund credited to the new card! They lied to us about why they needed the new card number! Another hour on the phone, getting transferred around, finally ask for management, ooops, disconnected. Call again...same thing after another 45 minutes of getting transferred around...disconnected, and we simply are being polite but firm and not rude in any way. Now we are due a refund of $326.69 + $49.07 =$372.76 and have been disconnected for the last time. We demand a refund and a complete deactivation of our service and purging of our credit card information. We will never do business with Sirius XM again and have discovered that many other people have had the same experience. We feel defrauded after all of the issues we carefully explained and that under the guise of giving us a credit, they actually charged the card even more. Complete incompetence and fraudulent action on the part of Sirius. For the record, we officially discontinued service in January 2013 and it is now July and not much has been resolved. This is an example of poor business practice.Desired Settlement: Full and complete refund in the amount of $372.76 and confirmation of cancellation of service and PURGING OF OUR CREDIT CARD INFORMATION.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We’ve investigated their complaint and have found it to be a legitimate concern. [redacted]’s complaint states that his receiver had stopped working so he contacted Customer Service 2-years ago to close the broken receiver and add a new subscription. He stated that in January 2013 he decided to cancel his subscription so when he contacted Customer Service he was informed that he had two active subscriptions on the account. [redacted] stated that the broken receiver was not cancelled from the account so he has been charged for 2-receivers since that time. He states he was informed by Customer Service that he would get a refund of $490.57 for the double charges but he has only received $166.88 and he has recently found another charge of $49.07. He wants his billing issue resolved. After reviewing the account and speaking with [redacted], we found that there were no notes on the account stating that the customer had called to cancel their subscription 2-years ago and because of this we are not able to refund for time used. We found that the most recent charge of $49.07 was for a Quarterly subscription which we have closed and requested a refund as the customer did not want to be charged for service.

We apologized and informed [redacted] as there are no notes on the account we can not issue a refund for time used. We informed her that the refund she has received is the prorated amount from the services as they were cancelled and this is the most we are able to refund.

Sirius XM 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: I purchased a Sirius Lifetime Premier subscription about 2006 or 2007 for about $400. I purchased it with the specific intent of being able to listen to NBA games. When Sirius merged with XM in 2008-2009 approximately, the NBA package was conveniently switched to the XM portion. Sirius attempted to charge me $100 to restore the NBA content on my radio. Revdex.com helped me and likely many other customers reduce the charge to $50, which I gladly paid. I was able to get the NBA games as recently as the end of the 2012-2013 season. However, at the beginning of this NBA season, I was again unable to get the NBA games. I attempted to contact SiriusXM on 12/**/2013 to discuss this with the customer service agent (I did not get his name). He assured me that I was a SiriusXM Premier subscriber and that I should be getting all the content of the SiriusXM Premier package on my radio and said that he would fix the problem. Two days passed and my radio was still just getting a limited number of channels (not the Premier channel lineup). I went to the SiriusXM website and did an online chat with an agent, requesting to have my radio updated to get the Premier channels. At that time, checking on the website, I was still indeed had a Sirius Premier lifetime subscription. She gave me instructions to call ###-###-#### to get my radio updated while my radio was tuned to channel 184. I did that twice last night and the programming on my radio was still a limited number of channels (not the Premier channel lineup). I tried that again this morning and ended up connecting again to their customer service representative this time on the phone (his name is [redacted]). He told me that I was no a Sirius Select subscriber and not a Sirius Premier subscriber. After going back and forth with him insisting that SiriusXM had unjustifiably downgraded my subscription without my authorized consent, he checked my billing records and agreed that I should indeed be a Sirius Premier subscriber. However, instead of fixing the problem and updating my radio, he offered to update my radio to the Premier channel lineup but said that if he did that, my Internet radio would be taken away. I argued that if I was a Premier subscriber and getting the Internet radio prior, that everything should be restored and that nothing else should be taken away.Desired Settlement: For SiriusXM to restore my subscription and radio to Premier status and keep Internet radio. If that is not possible, for SiriusXM to at least restore my subscription and radio to Premier status and apologize for the inconvenience and frustration that I have had to go through with them for now the 2nd time.

Consumer

Response:

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,

This company is a joke. I called and asked to speak with a manager because one of their customers whom I referred was getting his services for less than $100/ month. All I was asking was for them to match that rate because I had referred them business and felt that they should give me a small deal for the referral. I held for a manager for 10 minutes and once he talked to me for 3 minutes he hung up on me for trying to explain myself. I've never been so aggravated with a company in my life and will never recommend them to anyone. ever.

Review: After canceling my service last year (June 2014) I received a phone call from an Xm sales rep who offered me a great deal so I decided to renew my subscription. I signed up for a one year subscription (paid in full) and told the sales rep that I did not want to be automatically enrolled once my service was complete. (I did this intentionally as I realized the deal the rep offered was only for one year...and I was not impressed with XM service to pay more than the discounted price). The sales rep assured me the subscription would terminate at the end of the 1 year subscription. Now 1 year and 1 month later, I am receiving phone calls from XM harassing me as apparently they renewed my subscription (without my consent and completely opposite of what was agreed upon or assured by the sales rep at the time I renewed in 2014). Apparently they did terminate the service at the end of June as they were not able to charge my credit card as my old card was compromised shortly after I paid for my 1 year service and the bank sent me a new card. Xm is now calling me harassing me for payment for the time of service after my 1 year subscription expired.Desired Settlement: I would like Xm to remove the charges it has placed against my account for services I did not request. Additionally, I would like Xm to stop calling to harass me for payment of the services I did not request.

Consumer

Response:

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,

Review: Back in December **2013 sirius xm automatically renewed my subscription and took money from my bank account with out my permission or knowledge. This caused several overdrafts and associated fees. I spent a very long time on the phone with them to resolve this issue. After speaking with several different reps, they finally agreed to refund the money back to me and give me two free months of service for the inconvenience. I was very VERY clear with all of the representatives that I was completely uninterested in renewing this contract and wouldn't pay them any more money due to deceptive and predatory business practices. I was extremely clear on this matter. Fast forward to March. The radio service was shut off as indicated but I'm still receiving numerous phone calls and billing statements for a service I canceled in December. I spoke with several reps, one of which called me a liar regarding previous conversations with them. She demanded immediate payment in an amount that was higher than the billing statement. I refused to pay and demanded a supervisor. The rep hung up on me. I called back and got the same song and pass around dance. Took almost an hour to find someone that would actually help me. The account was canceled again, with email confirmation. However, they are still trying to collect renewal fees and insist that I never canceled the service or spoke with anyone. I offer to forward a copy of the emails but they don't want that. Please help me resolve this. Please. I don't believe I owe them anything and I refuse to give them credit card or banking numbers over the phone.Desired Settlement: Really I just want them to stop trying to extort money from me for a service I canceled two months prior. They really need to work on customer relation skills. I need this resolved since talking with customer service isn't working. Truly a deceptive company that doesn't honor cancelations and feels they can make canceling as hard as they can. Won't ever do business with sirius XM again.

Business

Response:

April [redacted], 2014

Re: Revdex.com Complaint ID [redacted]

Hello [redacted],

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching her account, it was found that her complaint is in regards to receiving collection calls and invoices for auto renewal of service after receiving free service for a two month period.

A member of our [redacted] team spoke with [redacted] and explained that when she was offered the two free months in December, her service was placed on a monthly subscription and a credit was placed on her account to cover service for December and January. Per our Terms and Conditions, on February **, 2014, the monthly subscription renewed and an invoice was sent for the balance due. She called on March **, 2014 to have service cancelled and upon closure; a $9.65 balance was left remaining. We informed [redacted] that her account has been credited to reflect a $0 balance and advised her that should she receive an invoice for this amount to disregard it. 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.

Sincerely,