Sirius XM Radio

Sirius XM charged my credit card $466 for service on a car I haven't had for 2 years. I have told them repeatedly I no longer own the vehicle. They call everyday. Finally, instead of calling to verify I do not wish to continue service, they just charge the service to the credit card they have on file without authorization. I will never have satellite radio in any car. Sirius XM is atrue criminal organization.

Review: I originally was contacted in April 2013 about a deal on a Sirius XM radio, at that time, I authorized the company to send the radio. Over time, I never used the radio and called to cancel, when I was informed of cancellation fees, that I did not want to pay. So I continued service until January, when I was told I could cancel service without a fee. I received a call in March stating that I had an unpaid balance. I then called back to let them know I had cancelled my service back in January, and no longer wanted the radio. I was then told I could have a deal, and keep the radio until April [redacted] when my year was up. I was then disconnected from the line. On March [redacted], I called back to settle the issue. The agent on the phone told me I would be charged 3.98$ as a prorate until April [redacted], and I clarified this amount 3 times prior to giving my card number. She then transferred me to someone else to cancel my service, this agent then told me that I would not be charged any cancellation fee, and cancelled my service and gave me a confirmation number. On 3/**/2014, I checked my bank statement and was charged 57.96. I then called the company again and explained what happened to me. She told me that because I agreed to terms and conditions that is charge is fair. When I explained to her that her company agents had not only lied to me and charged me way more than what I agreed to, she told me that this was a fair charge.Desired Settlement: I would like to be given my 57.96 dollars back, and never recieve a phone call from this company ever again.

Business

Response:

April **, 2014

Re: [redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After reviewing her account, it was found that the complaint is in regards to a $75.00 early cancellation fee after requesting to have her service canceled prior to the end of her subscription.

SiriusXM’s cancelation fee applies whenever a customer receives a discount on the purchase of radio, which is outlined in the customer agreement included in the radio packaging.

A member of our [redacted] team spoke with [redacted] and informed her that her subscription was activated on April **, 2013 and would have needed to remain active for one year before cancelling. Service was cancelled on March **, 2014 and as she was provided with a onetime service credit, once the $75.00 cancellation fee was applied, she was charged the remaining $57.96. This amount was refunded on April **, 2014. 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.

SIRIUS XM Radio Inc.

Sincerely,

Review: This is my third complaint filed with the Revdex.com regarding a refund owed to my from SiriusXM Corp. I spoke with a representative from their Corp. today, [redacted], for the probably 6th time. The last contact was approximately 1 month ago and we were waiting for the location of a check that was supposedly mailed to me. The check number comes up all zeros so the check was never even valid. A second check is still outstanding, meaning that I never received it nor cashed it. This problem with SiriusXM has been going on since March of this year. I consider this way too long of a time to resolve this problem.Desired Settlement: I want to get the money owed to me NOW. Not 6 months from now. It has been going on for 6 months already. They need to resolve this. I don't want to keep filing complaints with the Revdex.com. I don't know what other action to take. If I have to hire an attorney to get this money back they will be faced with paying my attorney fees also. That is the only other recourse that I feel I will be left with.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ rejection is in regards to two refund check that she has been waiting for; she is also waiting on an update to find out the location of the check. She would like some answers as she has been waiting since March for the refund. We have reviewed the account and spoke with [redacted] informing her that we are still waiting on information to find out what is going on with the check as the check number was listed as all zeros.

We have requested a manual check for the first refund of $177.61 and a void reissue for the second refund of $125.90. We appreciate [redacted]’ patience with working on resolving these concerns and we would again like to state that the check requests have been re-submitted and this process can take 3-4 weeks for her to receive her monies. Since this issue has been addressed we have closed this complaint as resolved.

Sirius XM 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Consumer

Response:

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:

Revdex.com

As of 10/*/13 this complaint has NOT been resolved. I received a check this week from SiriusXM for $177.61 but I have NOT received a check for the $125.90 I don't understand why they were not mailed together. How can one check get through and not the second? As per the history of this ongoing problem with Sirius I am not receiving a check from them. So half of the complaint has been resolved but not the entire complaint. I am still waiting for the refund of $125.90.

Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ rejection is in regards to a refund she has been waiting for in the amount of $125.90. She has received the check for $177.61 but would like to know why they checks were not mailed together.

We informed [redacted]’ the last time we spoke with her that the refunds were done through two separate processes and the check request was done on September **, 2013. The refund process through check can take 3-4 weeks so we are still within the time frame for the second refund. We apologize for all the frustration this issue has caused and we will continue to work with [redacted]’ to confirm both refunds are received.

Sirius XM 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Spent the better part of 3 hours over two days trying to cancel this service. I'm not sure where the call center is located but the training must included sessions on how to lie to callers. Its a multiple step process that takes a lot of time as you can see how long it took me. The first person takes your cancellation and tries to get you to not stop the service. They always have new promotional rates that they can give you. After you spent time with him ( please don't interrupt them in the middle of their answer as the always start all over again from the beginning. They then switch you to the manager who asks you to repeat everything you just said to the first person. They are also full of promotional rates for you to use. They promise cancellations and refunds but you never get them!! PLEASE always ask for a confirmation number so that when you call back you have it to give or you start all over from step one!! Its also dumb that when you reach an off shore call center their names all are 4 letters........maybe they should practice how to say them ( a lot) before answering calls.

Review: I purchased a new radio last year, already having an existing Sirius XM subscription. I went online to switch my existing service to the new radio. However, the company's website was not clear on the fact that I had to cancel my old radio to switch service to the new one. As a result, I was billed for two subscriptions.

I contacted Sirius XM customer service. They agreed to cancel the erroneous subscription, but refused to refund the amount already charged.Desired Settlement: Refund

Business

Response:

March ** 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 a new device he activated online. He stated he wanted to switch the service from the old device to the new one but later found out this could not be done online. He was charged for two subscriptions when he only had the one. He cancelled his subscription but was informed he would not be refunded for the used time. A member of our Corporate Customer Relations team reached out to [redacted] and he informed us that he is on the Do Not Call list so he did not want to be contacted by SiriusXM again. As [redacted] is taking part of the Consumer Resolution Multi-State Settlement Program we will continue to work with him to address his concerns. We are closing the Revdex.com complaint as his Consumer Resolution complaint remains open. 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: My wife received a phone call today and stated that she'd received several such phone calls. I picked up and was greeted by a Sirius XM Promotional Customer Representative, [redacted].

[redacted] attempted to sell me on activating XM radio on our 2013 Buick Enclave. While we were not initially interested he managed to convince us stating the following claims:

1) The 2013 Buick Enclave would be on a promotional offer for the 'Mostly Music' for 3 months, totaling out to approximately 11 dollars. (TRUE)

2) Our 2011 Hyundai Sonata which already had an account would be eligible for a similar promotion but would require a phone call to ###-###-####. (FALSE)

3) Both vehicles/radios would be eligible for a multi-radio/car deal that would lower the price to 9.99/mo for one vehicle and 4.99/mo for the other after the 3 month promotional period expired on both cars. (FALSE)

I was leery and made sure to emphasize that the Hyundai Sonata would be eligible and they assured me it would. Going so far as to confirm with their [redacted], [redacted]. The only reason we moved forward was predicated on the Sonata being eligible for the promotional offer and that both cars would then be eligible and able to be combined into a multi-car/radio deal.

On the subsequent phone call to ###-###-#### to a woman at the Cairo, Egypt call center whose name I failed to record, I was informed that my Sonata was ineligible for ANY kind of deal. That my only recourse was to REDUCE capability of my Sirius XM account in order to get 9.99/mo before tax and license fees. In addition, I was informed that the multi-radio/car deal would require that both cars be elevated to the 'Select' account in order to get 14.99/mo on one vehicle and 9.99/mo on the other vehicle. In comparison to the 9.99/mo for one vehicle and 4.99/mo for the other vehicle I was originally quoted.

On elevation to their [redacted], [redacted], this was confirmed. I then advised them I'd be filing a complaint with the Revdex.com and requested contact information for Sixius XM Corporate to which I was told that there was no such contact information. That the only available contact information was that available on the website and that they wouldn't be allowed to share such information even if they had it. I was then informed that in order to CANCEL my current promotional offer I would have to be transferred yet AGAIN to a different department.

I was transferred to [redacted] who once again attempted to re-sell me on other options. All of which, ultimately ended up being the exact same options regurgitated before. Finally we ended up being able to cancel my subscription to the 2013 Enclave and I will be WAITING for the refund for that account subscription that was already withdrawn.

Elevated to her [redacted], '[redacted]' badge ID # [redacted] who refused to provide his last name, I offered kudos to [redacted] of all the Customer Reps as legitimately attempted to resolve my issues and help me. [redacted], however, was less then helpful and I'm surprised they managed to make [redacted].

Contact end.Desired Settlement: Honor the original offer OR provide another offer with equivalent savings OR cease fraudulent business practices.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that his complaint relates to a miscommunication regarding a promotional subscription he was offered.

On August **, 2014, [redacted] purchased a 3 for 1 promotional Mostly Music subscription for radio [redacted]. Radio [redacted] was currently active on a XM Select semi annual subscription; which was due to renew on September **, 2014. The subscription on this radio was changed to a Mostly Music monthly subscription for $9.99 plus applicable fees. SiriusXM offers multi radio discounts for Select, Family Friendly and All Access subscriptions only, but the primary radio on the account needs to be on a regular priced subscription.

A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication. We offered to provide him with the Mostly Music 3 for 1 promotion on both radios; which he accepted. Per our Terms and Condition, subscriptions continue to renew until the customer contact us to cancel. On November **, 2014, the Mostly Music subscription on radios [redacted] and [redacted] will renew for the quarterly subscription at our then current price. 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.

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that his complaint relates to a miscommunication regarding a promotional subscription he was offered.

On August **, 2014, [redacted] purchased a 3 for 1 promotional Mostly Music subscription for radio [redacted]. Radio [redacted] was currently active on a XM Select semi annual subscription; which was due to renew on September **, 2014. The subscription on this radio was changed to a Mostly Music monthly subscription for $9.99 plus applicable fees. SiriusXM offers multi radio discounts for Select, Family Friendly and All Access subscriptions only, but the primary radio on the account needs to be on a regular priced subscription.

A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication. We offered to provide him with the Mostly Music 3 for 1 promotion on both radios; which he accepted. Per our Terms and Condition, subscriptions continue to renew until the customer contact us to cancel. On November **, 2014, the Mostly Music subscription on radios [redacted] and [redacted] will renew for the quarterly subscription at our then current price. 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.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mostly satisfactory to me and the matter has been resolved as well as it can be.

While [redacted] provided me with verbal assurances that the root cause of the issue, the fraudulent misrepresentation of their promotions would be investigated and some sort of training program processed, I remain leery.

Unfortunately, the real efficacy of such programs (if any are actually implemented) can't be ascertained except as metrics over time.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mostly satisfactory to me and the matter has been resolved as well as it can be.

While [redacted] provided me with verbal assurances that the root cause of the issue, the fraudulent misrepresentation of their promotions would be investigated and some sort of training program processed, I remain leery.

Unfortunately, the real efficacy of such programs (if any are actually implemented) can't be ascertained except as metrics over time.

Sincerely,

Review: I have two lifetime subscriptions. I wanted to transfer one of the radios, which is a portable unit, because I broke the volume control and can only listen to it on my home station. I purchased another Stellito which is the same as the radio that is broken. I called Sirus's customer service line and expained the problem. He disable the old radio, which was explained is Sirius's policy. Delete the subscription from the old radio and enable a new subscription for the new radio. When their representitive discovered I had a lifetime subscription he transfered me to another department. The representitive in the other department explained I would have to pay a $77.00 charge to transfer the subscription. I have a problem with this because I had a similar issue a few years back and was only charged around $30.00 to transfer service from one radio to another. I tried to explain this to their representitive, a [redacted], and he didn't want to hear it. So now I have a new radio I cannot use and an old radio who's service has been disabled. So much for fair service to a loyal customer.Desired Settlement: I would like to be charged a fair price. Not an over inflated amount of money.

Business

Response:

March*, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello [redacted], Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After review, it was found that [redacted]’s complaint is in regards to a transfer fee on his Lifetime subscription. For permitted transfers of a Lifetime Subscription the transfer fee is currently $75.00. A member of our Corporate Customer Relations team reached out to [redacted] and informed him that as a onetime courtesy we will waive the transfer fee for his Lifetime Subscription. Radio [redacted] was transferred to the Lifetime subscription at no cost. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (option 3)

Review: After canceling last week, I was informed the cancellation process was not "complete" so I was renewed at the annual rate of $189.00. They acknowledged my request but said it was "not complete and are billing me for $189.00. I spoke with them again tonight and they have cancelled. They will bill me for extra days I received the unwanted service.Desired Settlement: I owe them nothing!

Business

Response:

April [redacted], 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After reviewing his account, it was found that his complaint is in regards to an automatic renewal of his subscription, after requesting to cancel the service.

A review of the account determined that on March [redacted], 2014, the annual subscription automatically renewed for radio [redacted]. A call to cancel was made on March **, 2014. A transfer to the correct department would have been needed to complete this request. If a disconnection occurred before the transfer completed there would be no changes made to the account. There are notes on the account that he hung up before completing his request to cancel so service remained active. On April **, 2014, service was cancelled leaving a balance owed of $10.13; which was credited to reflect a $0 balance.

We reached out to [redacted] via phone and email to discuss his concerns. We received an email response from [redacted] advising us that he considers this issue as closed. 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.

Consumer

Response:

[redacted]

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: I purchased a 2009 Hyundai Sonata in April. I received call from Sirius XM a few weeks later, asking me to sign up for a free trial. I told them I did not want a free trial and did not want a subscription to their service. They, of course, tried to talk me into it, and I finally told them again that I DID NOT want their service, and hung up on them. A few weeks after that, I received a letter stating I had, in fact, signed up for a subscription, I apparently had an account with them, and I would have to pay for the subscription unless I cancelled the service before a specified date. I promptly called them and explained I had NEVER subscribed to their service and DID NOT want a free trial. I told them NEVER to contact me again. They agreed to cancel the free trial that they signed me up for and to not contact me again. Since then, I have received two letters in the mail, even though they agreed not to contact me.Desired Settlement: I want them to stop contacting me and stop signing people up even after they specify that they do not want the service. What they are doing is unethical, and their constant harassment is unacceptable.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. We regret that her recent experience led to a complaint with your agency. After researching her account, it was found that her complaint relates to having SiriusXM Radio service automatically activated in her vehicle by the dealership. [redacted] states she is now feeling harassed as she was receiving sales calls.

If you are a SiriusXM Subscriber, or if you have a business relationship with us created by the purchase or lease of an automotive vehicle which came with an introductory subscription period of SiriusXM services, you may be contacted by SiriusXM. Contact is made by SiriusXM to assist the customer should they want to continue service after the trial ends to avoid interruption of service.

[redacted]’ vehicle came with a free 3 month trial subscription, which began on April **, 2014. On July *, 2014, we updated our records with [redacted]’ request not to call her with solicitations. Her account has since been updated with her Do Not Contact request, to include solicitations via mail as well. We would like to advise her that while we will make every effort to remove her address from our lists as soon as possible, it can take up to 10 business days to completely update all of our systems. During that time it is possible that she may receive a few more mailings due to campaigns still in progress. We would like to inform [redacted] that she could also find more information about this process by accessing the following link [redacted]. 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]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUS XM Radio Inc.

Sincerely,

Review: My subscription to XM radio expired 7/**/2013, since then I have been contacted several times by the company as the credit card previously used on the account is no longer active. Each time I have requested that the service be discontinued and a bill for the time left active be sent to my home. It has now been more than a month, the account is being left active accruing more charges and they are now sending letters asking for a credit card/debit card to continue the service. I am not comfortable giving them credit card information as they are not complying with my repeated request to turn off the service. I am concerned they will just bill for the full annual renewal as they have allowed more than a month to accrue even though I have requested that it be turned off several times in that month.Desired Settlement: I want them to stop contacting me. Turn off the service as requested several weeks ago. Send a bill (it will not be paid by credit/debit card ever) and I will pay for no more than the month it has been left active even though I requested several times during this month to have the service terminated.

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 his subscription to XM expired on 7/**/2013 and since he has been contacted several times as the credit card on file is no longer active. He states each time he has requested for the service to be discontinued and a bill for used time to be sent to his home. He states it’s been over a month and the account is left active accruing charges and he is now receiving letters asking for a credit card. He is requesting for service to be turned off and a bill sent for the month it was active and no longer.

We spoke with [redacted] in regards to the Revdex.com complaint. We apologized that service was not cancelled when requested and informed her that the service is now closed and that the $19.24 balance has been credited so the account now reflects a $0 balance. Should they have any further questions or concerns, we ask that they 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: For almost a decade SiriusXM has been billing me unknowingly. They keep records of my phone number and never called to follow up with billing. I was a subscriber until I had to buy new radios to stay connected.Desired Settlement: I would like SiriusXM to call each person that have the same problem. I would also like a full refund for the money has been stolen from me.

Business

Response:

April **, 2014

Re: Complaint[redacted]

Hello **,

Thank you for contacting Sirius XM on [redacted]s behalf. [redacted] complaint is in regards to charges for a service he has not been using for several years. He stated he was unaware of this renewal and he was never contacted to be informed of these charges. He is requesting a full refund for the last eight years as he has not used the service.

A member of our Corporate Customer Relations team reached out to [redacted]to apologize for all frustration this issue caused. Upon reviewing the account the subscription has continued to renew per the Terms and Conditions as there was no cancellation request made. According to the notes on the account [redacted] called several times since the subscription was activated to make changes to his account such as changing the payment method, transferring services to another device which was done in 2008. In 2010 [redacted] contacted Listener Care to state his other account was not used for some time so a balance transfer was done to place the unused credit on his active account. As there are notes on the account showing [redacted] called with different concerns and there is no cancellation request we are unable to refund [redacted] for time used. We would like to inform [redacted] that currently there is no active subscription on the account and 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.

Review: SiriusXM sold me a satellite radio subscription on the premise that 40s on 4, a station playing continuous, commercial-free music from the late 1920s, 1930s and 1940s was part of the line up. Earlier this week, the channel disappeared on my satellite radio and was replaced with Billy Joel music. Whilst I have nothing against Billy Joel, this is not the service I paid for. Unfortunately, SiriusXM is completely unresponsive, despite thousands of complaining customers.

It is illegal to charge for a service that is not being offered. Your assistance is greatly appreciated.Desired Settlement: Refund or credit my account for the time I could not access 40s on 4 in my car, and reinstate 40s on 4 immediately.

Business

Response:

[redacted]

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the recent channel change involving channel 40s on 4. She stated that she feels this is illegal to charge her for a service that is no longer being offered. She would like a refund or a credit for the time she will not be able to listen to her programming.

A member of our Corporate Customer Relations team reached out to [redacted] and apologized for all the frustration this issue caused. SiriusXM has launched The Billy Joel Channel as a takeover of 40s on 4 (Channel 4) from 6 p.m. ET on March **until 3 a.m. ET on June **. 40s on 4 is still available on SiriusXM Internet Radio Channel 4 and on our mobile apps in the Pop category. It will return to satellite radio on June **. We informed [redacted] of the Terms and Conditions regarding our channel channels which state “We reserve the right to change, rearrange, add, or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to you. Your continued use of the Service following any programming changes will constitute your acceptance of such changes.

As a courtesy we did offer to place a $15.00 service credit on the account to go toward the next renewal. [redacted] was not satisfied with the resolution however as there is no further action to be taken we have closed the 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.

Review: Hi, I need your help.

Today, I received an e-mail from SeriusXM about the confirmation of activation. Currently, total $30.11 is charged to my account.

But I have never activated at all, so that should be an accident there. I tried to contact but I could not contact them.

The radio is located in my GMC truck, that is an option (but unexpected) when I bought the truck in last May.Desired Settlement: Please delete the activation history and do not charge.

Please explain the reason why the problem happens and provide the solution such as removing account information, etc...

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.

Thank you for your help.

Sincerely,

Review: Got a call from sirius about a 5 month program.I told them that I might not like so no can;t plus I don,t want to commit to a long term commitment I was told they would not auto renew unless I called this was the only why I would sign up.I knew this was up the second week of May I was not going to renew I was auto renewed.When I called sirius they said they only auto renew there were no notes on my account saying not to. Well as I talked to them they ask me not to cancel that they could put me on no auto renew I said that is the same thing they told me when I first started I had 5 overdraft fees caused by them taking the money out of my account.First.I live check to check so I keep really good track of my money.I have talked to them 4 times since last week,they keep giving me the run around.Desired Settlement: Pay my overdraft fee,s that they caused,

Business

Response:

June *, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal she did not agree too. She stated she was informed the only way the service would renew is if she contacted Listener Care. As she was charged she received several overdraft fees that she would like refunded. A member of our Corporate Customer Relations team reached out to [redacted] and advised her of SiriusXMs terms and conditions on automatic renewal and over draft fees. [redacted] requested that the call be listened too as she claims she was never informed of the automatic renewal. We are currently investigating her concerns and we will reach out as soon as we have an update.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: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Review: I purchased a new vehicle in 2012 with a free 3 month trial of XM Sirius Radio. After the trial period they sent me a bill to renew my subscription in the amount of $200 for the year. I was able to negotiate the price down to $88 for the year. In September of 2013 my one year subscription had expired but without my knowledge. XM Sirius DID NOT send me a notice to renew for another year but instead they charged my Visa card for $191.00. This was done without my knowledge or consent. When I noticed the charge on my Visa statement I immediately notified them to find out why this was done without my knowledge. I was informed because they now had my credit card on file. I find this practice extremely unethical; no business should be allowed to use your credit card without approval. I have spoken with other people who have encountered similar practices on the part of XM Sirius Radio. The person I spoke with on the telephone did promise to refund me $172, which was done. But I feel this kind of trickery should not be allowed. The company should change their policy.

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] stated in September 2012 she purchased a one year subscription for $88.00 and in September 2013, her service was renewed without her knowledge and her credit card was charged $191.00. She states she called to see why this was done and was told it was because they now had a card on file and was advised she would receive a refund of $172.00; which she states was done. She states she feels as this is trickery and SiriusXM should change their policy.

A member of the Corporate Customer Relations team reached out to [redacted] and informed her that per our Terms and Conditions; which are provided on our website, [redacted], subscriptions will continue for the length of the initial term selected until a call is made to SiriusXM requesting cancellation. Promotional rates only apply during the initial term, after that time period our then current rates take effect. We explained that upon activation of the annual subscription in 2012, a verbatim is read prior to charging a credit card advising customers that their card will be charged on that date and on a reoccurring basis. Auto renewal is the current business practice for SiriusXM; while we understand [redacted]’s desire to have this process changed we have no current plan to update SiriusXM’s Terms & Conditions. Should she have any further questions or concerns, we ask that she contact SiriusXM 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: We canceled our service with this company on 8/*/13. Between 8/*/13 and 8/**/13 this company tried to take an unauthorized payment of about $60.00 from our checking account! When I called them on 8/**/13 and asked why they tried to make an unauthorized withdrawal from our account, I was informed that our account had not been terminated because we were disconnected ( a total Fabrication as I hung up with them after arguing with them about cancelling my service & got confirmation). When I told them again on 8/**/13 to consider my account canceled, they kept trying to sign me up with a plan! I wanted my service canceled! I will not pay for a service for which I did not contract for! My bank has been notified of this as well. My bank said that since the card # was changed, they can't get a nickel! All we want is to cancel without being hassled about signing up for a plan! Every time I said cancel '[redacted]" kept telling me he could fix me up with a plan despite me telling him several times that I wasn't interested. When he asked if I minded telling him why we were cancelling, I told him " Yes, I minded telling him why we were cancelling." He kept telling me he could fix me up with a plan & I asked him if English was his first language or did I need to speak French or German. I told him cancel my account. When he kept trying to sell me on a plan, I told him that this conversation was over & hung up.Desired Settlement: Just cancel my service and don't send me any email for "plans or "Service"

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request he made to Customer Service on August *, 2013. He stated that he thought his request was completed until the next day when he noticed a charge of $60.00 that had tried to be put through on his checking account. He advised Customer Service that he had called to cancel so he is requesting that all emails stop as he is not going to reactivate his service. After reviewing the account and contacting him via email he informed us that he does not want to be contacted by us. Upon reviewing the account we found that [redacted] did contact Customer Service on August *, 2013 to cancel his account but as he had disconnected the call the cancellation request was not completed as the customer has to remain on the line until all changes have been made to the account. As this service was still active the subscription had continued to renew as part of the Terms and Conditions.

We have confirmed that currently there are no active subscriptions on the account and there is a $0.00 balance. We have also updated all the contact preferences on the account so [redacted] will be on the Do Not Contact list. We would like to inform [redacted] that his process can take up to 10 business days to be completed. Since this issue has been addressed we have closed this complaint as resolved.

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 new car in 2011. When I got the car it came equipped with Sirius Satellite Radio. After my initial trial period I subscribed to a three year contract which expired on March **, 2014. While reviewing my renewal agreement, my [redacted] and I came across taxes which were much higher than my local/state collects. When we asked Sirius to explain the base price, MRF (music royalty fee) and the taxes, they stated the tax total price only and not the tax percentage. We could not get anyone to breakdown the tax rate to us. My [redacted] explained that our tax rate is 6% and we do not have a state tax but they still insisted the taxes were correct as per a “system” they use. As far as we can tell, they are charging us 13%+ as our county/state tax. This tax is calculated on the base price plus the MSF. We were quoted these figures for a new contract renewal for three years: base price $464.69, the MRF is $58.09 for a total taxable amount of $522.78. If this is calculated at 6% (Florida, Brevard County tax rate), then our tax would be $31.37. However, Sirius is charging us $75.22. Again, all we can get from Sirius is that these taxes are calculated/generated from their system, which is updated weekly. At Sirius, my [redacted] spoke to four people initially ([redacted]), then a [redacted]. My [redacted] even had to explain to the manager that his representative who called her hung up on her and she was required to call back to try to resolve the matter. In the end, the manager could not explain the rates for the taxes either. How could so many people working for a multi-million dollar company be so ignorant as to their policies and fees and taxes?

We obviously overpaid on our taxes when I took the initial three year contract and we would like a refund of the taxes we were overcharged during my last subscription period. That overpayment/overcharge is $36.75. Since I am no longer interested in doing business with a company who cannot explain their charges, have personnel who cannot explain the charges and fees and taxes, I no longer subscribe to Sirius and I have chosen to not renew my subscription. Lucky for me, I had a credit card on file that expired prior to my renewal which forced Sirius to call me, which in turn caused me to investigate the fees I was being charged.

At the rate of about $35 (and I think that amount is being very conservative) being overcharged per customers in Florida alone, it would seem of benefit to all concerned to rally together and file a class action suit against Sirius just to get these overcharges of taxes refunded.Desired Settlement: Refund of overcharged/overpaid taxes in the amount of $36.75 for the previously paid three year agreement. Investigation of the billing of the taxing policies to specify exactly what the tax rates being charged are and complete breakdown for future customers.

Business

Response:

April [redacted], 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the tax’s he paid on his three year subscription as his tax rate is 6% but he feels he is being charged 13%. He wants to know where these amounts come from and he wants a refund of $36.75 as he feels this is the amount he was overcharged.

A member of our Corporate Customer Relations team reached out to [redacted], as he was not available we spoke with his [redacted]. We informed her that our tax rate is a communication sales tax imposed in Florida. She was upset that no one was able to explain this to her earlier, we apologized for all the frustration this issue caused. We referred [redacted] to the Florida Department of Revenues’ website and she stated she would consider this complaint closed if she was given the correct information. As [redacted] was provided with accurate information 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.

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 understand the tax issues now, however, it is a bit disheartening that the person my [redacted] spoke to ([redacted]) did not relay that the uninformed employees who had no idea what this extra tax was would be given any additional information as she stated that the employees have this information available to them. My [redacted] even suggested to [redacted] at Sirius XM that Sirius may want to even include this information in their future brochures where the fees and taxes are listed. [redacted] seemed indifferent to this suggestion. This is very disappointing.

Sincerely,

Review: Purchased new vehicle that came with free year satellite radio. Received email and letter from SiriusXM saying sign up now and wave activation fee and will not be charged till year free trial up. Called company and gave information including credit card. Confirmed with customer service rep. on phone that I would not be charged even though I am giving credit card info. She stated no charge till year is up. Following day had a charge on credit card for said amount. This was back on 8/*/2014. Still fighting with company to get reimbursement. Company stated unable to reverse charges on my credit card. Company stated manual check would be issued on 8/**/2014. Still have not been reimburse. Had to pay credit card bill with $66 in interest on top of that.Desired Settlement: I want my $181.05 that is owed to me back. I have been waiting far to long. They charged me in one day but takes them over a month to refund me.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a charge that he was informed would not go through until his free year trial expired. [redacted] stated that he would like to be refunded but was informed the refund would be issued via check. He would like to be refunded immediately as he was not expecting this charge.

A member of our Corporate Customer Relations Team reached out to [redacted] and confirmed that his refund of $181.05 was received and the check was cashed. Currently there is no follow on plan with [redacted]’s subscriptions so the free audio trial will in July 2015. 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.

Sincerely,

Review: I bought a new vehicle in October 2013. This vehicle came with a free 3-month trial of SirusXM Radio. On January [redacted], the last day of my trial, I called to cancel my service. I told them I could not afford it at the time. They kept offering me different packages, but I again told them to cancel my service because I could not afford it. Since then, they have continuously called my phone at all hours of the day to offer me the service again. They even resorted to calling me from a local number, but when answered you were transferred to their Customer Service. On February **, I called SiriusXM and asked them to take me off their calling list. The representative told me it would take 10 days for the calls to stop. Sure enough, for 10 days I kept receiving phone calls. I also filed a complaint with the FCC on February **and sent them copies of my phone records to show the excessive calls I was receiving. I'm also registered with the National Do Not Call List and have filed complaints on every number they have called me from. The calls from the local number finally stopped on March **(25 calls total). Now they have resorted to calling me from different [redacted] numbers and I've had it. Today, March [redacted], I received a call from ###-###-#### and it was from SiriusXM. I called the number back and told the rep that I had enough of their calls and that I had filed a complaint with the FCC and if I needed to, I would get a lawyer. She asked me for my number so she could take me off the list, and I told her no because my number was supposed to be off the list since February [redacted]. She then asked for an account number and I told her that I didn't have it cuz I didn't want their services. Everything they have sent me through mail I have thrown away. I told her and whoever was recording the conversation, that I would get a lawyer if the calls persisted.

This company can not get it through their head that some people don't need or want their services. I have Googled the numbers I get calls from and every time, I find other people that are experiencing the same thing. These kind of calls are harassment and it needs to stop now! I will get a lawyer, if need be.Desired Settlement: This business needs to stop calling people who no longer need or want their services. They especially need to stop calling those people that have specifically requested to be taken off their calling list. From ALL numbers, fake local numbers included. Harassment should not be a sales tactic.

Business

Response:

[redacted]

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After review, it was found that the complaint is in regards to receiving sales calls from a Sirius XM from several different numbers, including one which appeared as a local number.

We apologized for any inconvenience [redacted] experienced. Upon reviewing the account, we did see a Do Not Contact request was made on February **, 204, but at this time, the agent failed to update the contact preferences on her account. We have updated the account with her request to no longer be contacted at number [redacted]We would like to inform her that the local number she received the call from is registered to Sirius XM and was not intended to mislead customers. Please be advised that while we will make every effort to remove her phone number from our lists as soon as possible, it can take up to 10 business days to completely update all of our systems. During that time, it is possible that she may receive a few more calls due to campaigns still in progress. We would like to inform [redacted] that she could also find more information about this process by accessing the following link [redacted]. 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.

SIRIUS XM Radio Inc.

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.

However, please note that I find their statement regarding not misleading their customers with a local number to be false. Sirius XM is not located in my hometown and therefore, I believe local numbers are being used to have customers answer their phones which is definitely misleading.

Sincerely,

Review: received past due notice from Sirius and phone calls regarding charges that I have not paid. I was confused because the written notice did not include the vehicle type and I understood our account was to be paid up thru October. When I called, Sirius said the account number belonged to someone by the same name but a different address in a different state. However, the written notice was sent to my address (not the address they had in their system) and they were calling my phone number. They can't tell me how this happened and what they are doing to ensure this won't happen again. I'm concerned about them enabling identify theft.Desired Settlement: want to understand what caused this issue and how they could have my phone number/address associated to an account that isn't mine. it doesn't make sense that when they look up the account it has a different address, but I am the one getting the written notifications and phone calls.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a notice he received in the mail informing him of a past due balance. He stated he contacted Listener Care and he was informed that he received this notice in error as it belonged to someone else with the same name. He stated that he wanted to make sure this does not happen again as he is worried about enabling identity theft.

A member of our Corporate Customer Relations Team reached out to [redacted] and spoke with his wife as he was not available. We apologized for all the frustration this issue caused and we informed [redacted] that we escalated their concerns and advised her that this was an internal error that would be addressed. We informed her that all contact should stop revolving this other account as the information was updated by the owner of the account. [redacted] 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]’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.

Sincerely,