Sirius XM Radio

Customers should be aware that Sirius XM representatives will tell you what you want to hear, then do as the company instructs them to do. SiriusXM sets all accounts up aas Auto Renewal, with the buyer beware to make the cancellation. The worst part about it is they maintain Credit Card information even after explicitly being told not to. I have now cancelled all my service, and have tried to get this issue addressed. All I can tell you is their Listener Care is offshore and going by a predefined script.

Review: I purchased Sirius XM for my daughter and myself last year. However, I did not use the service enough to justify the cost. I attempted to cancel my service with them and spent about 3 hours on the phone across 3 calls before I got them to stop billing my credit card. After all of the difficulties I had and money spent on an unused service, my daughter called them and told them to cancel her service as well. We thought the issue was handled, but now I'm getting past due notices from the company attempting to continue to collect for her car's radio.Desired Settlement: I want the existing bill to be removed and collection efforts ceased with no impact to my credit report.

Business

Response:

Thank you for contacting SiriusXM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint regarding his daughters’ subscription not being cancelled resulted from a misunderstanding when the method of payment was changed on his account in December. The subscription has been cancelled and the outstanding balance has been removed.

On December **, 2015, [redacted] daughter called to cancel her subscription at the end of the term on March *, 2016. At that time, she agreed to have the credit card removed from the account and instead receive an invoice when her subscription renews; in lieu of deactivating at the end of the subscription term. On March *, 2016, her subscription renewed and an invoice was sent for $20.40. On April*, 2016, the monthly subscription again renewed and another invoice was sent for $40.80.

A member of our Corporate Solutions Team spoke with [redacted] and reviewed his concerns with him. We apologized for any misunderstanding and informed him that the subscription was cancelled and there is no balance due on the account. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below.

Sincerely,

Geraldine Roberts

SiriusXM Corporate Solutions Team

###-###-#### ([redacted])

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: I just recieved a bill from Sirus Radio on 8-**-2015 showing to renew I had to pay the amount listed to continue service.

I received a call today wanting to update my banking information when I told them I did not want to renew they told me I had to pay the amount because my contract ended in July so the bill is for July until now for having Sirus Radio. I only had a contract with them for 6 months and told them at the time I did not want a continuous contract and they told me that was fine. When I told the girl that she said she would have to let me talk with abother department to help me with that. I told that girl I did not want there service because of finances. She then told me I owed from July. She told me that the contract says they can continue service because I did not contact them to cancel. I told her the reason I did not contact them is because I did not want the service. I ask them when I took the service never did they tell me I had to call and cancel the service after the contract was over.Desired Settlement: Close my account with a zero balance and do not call me again. And do not report this as a bad debt to the credit bureau.

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: I am sick of my account being screwed up. I first am sup post to be on a annual account and I am on a 6 month. I paid my bill in full and XM radio shut my service off a few months ago for two weeks after cashing my check. THAT IS ILLEGAL. IT IS FRAUD. I want my two weeks of credit, credited to my account. Then you keep sending me invoices and keep charging me invoice fees. I am not paying them or the balance due cause I owe you NOTHING. You keep screwing up my account. You no shut my service off again on March [redacted]and you now owe me again 4 more days of credit on my account and every day as credit in till it is turned on. I do not pay royalty fees. I can not copy the music and you always say we can remove them charges. I am nto every paying them. I am not paying your invoice fees because you do not have to keep sending me 10 [redacted] bills. I owe you NOTHING. You owe me. I am sick of when I call in I am on hold for 45 minutes and I get disconnected. My time is valuable. I am not going to keep calling and keeping you back. I am sick of being inconvienced. I also don't appreciate the mouth [redacted] #[redacted] that I spoke to on the phone. I want to talk to her [redacted] but now I want to talk to the [redacted]. I am a paying customer. I demand respect. She will talk to me with respect. She will not tell me I what I am going to do. I will tell her what she is going to do and she will do it. I have asked several times to speak to her [redacted] and she refused to get me some one. She said she is the highest [redacted]. I said really.?? So you own XM Radio. You sign all the employees paychecks? Ah NO. I demand to speak to her [redacted]. She is very rude and needs to fired. The customer service at XM Radio absolutely sucks along with the service. My issue has yet to be resolved and I want my account credited for all these [redacted] fees and billing fees I am never paying . You will credit my account.Desired Settlement: I want to speak to the [redacted] of the company. I want a formal apology from this [redacted] #[redacted]. XM Radio will credit my account the two weeks of service from me paying my bill in full and you shut off my radio. That is ILLEGAL and FRAUD!!!! XM Radio will also credit my account for every day my radio is shut off again from March [redacted], 2014. I do not and will not pay royalty fees. I can not copy the music. I will not pay these invoice fees. I will not pay reconnection fees. XM Radio will remove the charges that are on my account right now as I paid in full. I owe nothing. I am at the point I am ready to file a lawsuit because I have been ripped off so much by XM Radio. Maybe if a judge slaps a hard core fine on XM they will get there [redacted] together. Do not argue with me. I am right and always will be. XM Radio is the only bill I have problems with. I am sick of going around in circles. You will credit my account for your invoice fees that I am not paying nor am I paying royalty fees I can not copy the music and they have been removed every time from my account since I started with XM radio and you will continue to remove them. I was told by your service people that you can remove them and you will. I [redacted] tired of this.

Business

Response:

April [redacted], 2014

Re: Revdex.com Complaint ID [redacted], [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. It was found that [redacted]’s complaint regarding receiving bills and service suspension was due to an outstanding balance owed after we received only a partial payment towards her prepaid subscription.

We have corresponded with [redacted] several times regarding this issue. As this is a prepaid subscription, when a full payment is not received, the subscription will go inactive. [redacted] was offered an annual promotion in 2012; which was due to renew on November **, 2013, but due to receiving partial payments service was interrupted. [redacted] insisted we owed her thirteen (13) days of service and as a courtesy, we provided her with an extension of service until November **, 2013. In order to provide her with these extra days, we placed her subscription on a six month promotion from May **, 2013 to November **, 2013. [redacted] was advised in our response to the Revdex.com in May 2013 that her service would renew on November **, 2013. An invoice was sent on this date with the balance due for service from November **, 2013 to April **, 2014 at the prorated amount of $92.63 plus invoice fee. Paying Music Royalty Fees is not an option and we have reiterated this many times. To avoid paying an invoice fee, a credit/debit card can be placed on file for renewal of service. We have addressed all her issues regarding applicable fees and billing. Service will renew on April **, 2014 for the semi annual subscription. If [redacted] wants to be placed back on an annual subscription, she will need to contact us to do so. We have reiterated our policies to [redacted] several times and at this time there appear to be no additional actions for SiriusXM to take.

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 have determined that my complaint has NOT been resolved because:

I have always paid my account in full. They keep sending balance due notices when nothing is due. They keep charging invoice fees and sending invoices when I am paid in full. I refuse to pay the fees. I also do not pay royalty fees. I also am owed ALOT of credit for XM disconnecting my service numerous times when I have been paid in full after the check has been cashed. That is illegal and is FRAUD!!! I am waiting for my account to go to a zero balance. I will Never PUT a credit card on file because XM radio is always [redacted] up on my bills. They cash your check, turn off your service then send you another bill for 40 bucks. [redacted] no. XM Radio will be charging up my credit card and stealing my money. This is the final time. I want my account at a zero balance. I am not paying late fees. I am not paying royalty fees. I will not pay reconnection fees because all this mess is your fault. You owe me a [redacted] tone of credit. I want that credited to my account. I am sick of dealing [redacted]. Now fix my bill now. I am sick of calling you people because I always am on hold for over an hour, get transferred because your CSR's can't do [redacted] and then Ii get disconnected in the transfer. [redacted]!!!

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

Sincerely,

Review: I have been with them since 2006 in 2011 I brought a new car I brought a lifetime account in feb 2011 on a prepaid credit card almost 5yrs latter 12/*/2015 they shut my radio off I called them 12/*/2015 they say they have no record of my lifetime they say I never had a life time that they have no record of any payments to my account they state that my account has been active since june 2011 cause of a promo I have been lifetime since feb 2011 and they have no record of thisDesired Settlement: just give me my service back its what I paid for its why I went to lifetime to start with so I would not have to deal with there customer service dept that is the worst how do you loss info on a account

Business

Response:

December **,

2015[redacted]

Re:

Revdex.com Complaint [redacted], [redacted]Hello

Mediator,Thank you for contacting

SiriusXM on [redacted] behalf. We

regret his recent experience led to a complaint with your agency. After

researching [redacted] account, it was found that his complaint is regarding

a payment he states were made on his account for a Lifetime Subscription, but

his service was shut off and he was advised we have no record of any

payment. We require additional

documentation from [redacted] to investigate these payments; however, he

states the bank he dealt with closed four (4) years ago.On March **, 2011, the trial

subscription expired on the radio id ending in [redacted]. On this date we received a call from Mr.

Holland stating that his trial subscription should be good until May 2011 and

he was set up on a Customer Care demo until June **, 2011. On June **, 2011, service was transferred

from radio id B0CL to radio [redacted] and [redacted] requested to speak with a

manager at that time as he stated he was suppose to have a year subscription. On June **, 2011, he was provided with a one

year subscription that was placed on a trial. Documentation from May **, 2011, states that [redacted] called to

verify his account and he would call back to renew. No changes were made and the service

continued on a trial subscription until November **, 2015.A member of our Corporate Customer Solutions

team reached out to [redacted] to further discuss his concerns. [redacted] stated he made a payment for a

Lifetime subscription using a pre paid credit card in 2011. We informed [redacted] that upon reviewing

his account, we show no payments made to his account after November **, 2010;

which was for an annual subscription at a promotional rate. We were unable to locate any other account, using [redacted] name and contact information, where the said Lifetime subscription payment

was applied. We remain interested in working with [redacted] and request that he provide us with any documentation showing that he

purchased a Lifetime subscription in February 2011.SiriusXM values each customer and is

committed to providing stellar service. We have taken appropriate measures to resolve [redacted]

concerns. If you’d like to contact us

regarding this matter, please use the information listed below.SIRIUSXM

Radio Inc. [redacted]

[redacted] Sincerely,Geraldine

R[redacted]SiriusXM

Corporate Solutions Team###-###-####

([redacted])

Review: company auto removed $455.67 from my account without authorization by keeping my card number on file and charging for a 2 year subscription. Automatic debt from my account without any authorization. once complaint was filed they automatically turned off the service.Desired Settlement: My service on with 2 year subscription. remove my debt card from their system and refund for the mental anguish.

Business

Response:

October **, 2015 [redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a complaint with your agency. We have investigated [redacted] complaint regarding being billed $455.64 when her subscription automatically renewed for a two year subscription and determined it was due to agent error. On March *, 2015, [redacted] signed up for a 6-month promotional plan which covered the period of March *, 2015 to September *, 2015. Per the terms and conditions in our Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. On September *, 2015, this subscription should have renewed to a six month subscription at our then current prices, as promotional rates only apply during the initial term. However, the agent made a processing error which caused the subscription to renew on a 2-year subscription, charging the credit card on file $455.64. On October *, 2015, [redacted] contacted us to cancel the subscription, and a refund of $455.64 was issued. A member of our Corporate Customer Relations team spoke with [redacted] and apologized for any inconvenience this may have caused. We confirmed that her refund was received and removed her credit card off file. As a gesture of good will, we provided [redacted] with an annual subscription at no cost. A Future Deactivation Date (FDD) was set for October **, 2016 to prevent auto renewal of this subscription. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.[redacted]

[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)Tell us why here...

Review: Despite multiple attempts to tell Sirius XM radio customer service personnel that I was not interested in their product they continue to call daily and harass me about renewing the service. I understand the sales person has a job to try and sign the customer up for more service but it has gone beyond sales and has become harassment. They will not accept no for an answer and force me to hang up the phone otherwise I would be on the phone explaining why I do not need Sirius XM radio for hours. This behavior is inappropriate and needs to cease and desist.Desired Settlement: I desire for them to change their policy on trying to keep the potential customer on the phone until the potential customer hangs up. I also wish for them to respect my decision to not pay for radio services and stop harassing me on a daily basis. I want to be placed on their do not call list.

Business

Response:

April **, 2014

Hello [redacted],

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching his account, it was found that his complaint is in regards to a request to no longer be contacted by phone for solicitation purposes.

A member of the Corporate Customer Relations team spoke with [redacted] and informed him that the contact preferences have been updated on his accounts to do not contact. We advised him that while we will make every effort to remove the phone numbers 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 he may receive a few more calls due to campaigns still in progress. We would like to inform [redacted] that he could also find more information about this process by accessing the following link [redacted]. 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.

I purchased a new subaru in november. I have chosen not to renew my sirius xm after teh 6 months trial period. Several times a week I get junk mail from them with new offers, and now I am getting phone calls from them every day. Every day I tell them to remove me from the calling list and that I am not interested in renewing my account services with them. Every time they apologize but they just keep calling. Just stop! If a customer wants to renew their service they will. This is harassment at this point!

Review: I called the company in June 2014 to cancel my membership when it was due to renew but decided to renew my subscription for the service rather than let it expire after being offered a renewal special rate. I was told the new renewal rate of $18.85 would extend my membership from the current expiration date of July **, 2014 until November *, 2014. I encountered health issues during that time and was not driving my car until recently so when I saw a past due bill come to my house in late July, I thought I had not renewed the membership and passed it off as being lost because I had not paid the bill. Upon a recent review of my finances however, at the beginning of October, I noticed that I had indeed paid the $18.85 on July **, 2014, HOWEVER, Sirius XM didn't mark my account as having been paid and renewed AND they had turned off the service in my car. I checked my car radio at the beginning of October and found the service still off so I went on the web site and I have a print out of the payment that I made from their web site on 7-**-14. After finding this, I called them at the beginning of October and told them that I wanted the number of days of service that I hadn't received from the time of my renewal added to my expiration date OR they could simply refund my $18.85 and leave the service off. They refused to do either. I spoke to a supervisor "[redacted]" who said it couldn't be done and that all she could do was give me a credit on my account to be used on a new membership when this one expired. She also said she would turn the system on in my car. I told her it was unacceptable and that I wanted the time added OR the refund. As of today, October [redacted], the service has still not been turned on in my car. That means my entire payment was taken and I received NO service whatsoever from them. The membership is set to expire on 11/*/14 and technically should have continued nonstop from my last renewal but never did. They turned it off in error because I have proof that I did pay the renewal and even after calling them, they never turned it back on. As of today, it still has not been turned on in my car. At this point, I feel it is only fair that I be given the full $18.85 back since I have never had any service for that payment. I do NOT want a credit to my account and feel it is completely wrong to ask me to accept that because they change their pricing so much that in essence I would be receiving nothing.Desired Settlement: Refund full amount paid for which no service was received $18.85.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that the complaint is in regards to receiving an invoice for service after making a onetime credit card payment in July 2014.

On July **, 2014, [redacted] signed up for a 5-month promotional plan which covered the period of July **, 2014 to November *, 2014 at a prorated rate of $18.85. An invoice in the amount of $18.85 was generated and a onetime credit card payment was received on this date. Unfortunately we have no way of knowing that her device is not receiving our signal unless we are informed.

A member of our Corporate Customer Relations team reached out to [redacted] and informed her that as a gesture of good will, we will issue a refund of the $18.85 that was paid on July **, 2014. We also provided [redacted] with service through to October **, 2015. We informed [redacted] that per our Terms and Conditions, on October **, 2015, at the end of the promotional term, the package will automatically renewed to a full price package which bills on a annual term and an invoice will be sent. 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,

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, in response to their letter laying blame to me for not letting them know the service was turned off, I want to be clear, that I in NO way except any fault in the matter. #1. My service should never have been turned off in the first place whether I used the service or not #2. I paid for the service and should have been issued the refund as I requested or given the time I had lost on the plan without any issue #3. They never should have sent me past due bills when they did in fact, receive my payment. #4. While I was treated well by their problem resolution department in the U.S. after filing this complaint, I was initially treated terribly by their "out of country" customer service department and it is not something I will forget.

Sincerely,

Review: Sirius XM says they record all of their phone calls. I had been called numerous times telling me my subscription was coming to an end and if I wanted to renew it. Every phone call, which is recorded, I declined renewing my policy. I told them numerous times that I did not want my subscription renewed. I do not used credit cards because my income is more sufficient than needed to pay bills and my credit is strong enough that I do not need to use credit cards. I just received a notice from my credit card company saying I am over 30 days past due on my card. I looked at the statement and Sirius XM charged me over $200 to renew my subscription that I declined on numerous occasions. They ran a charge on my card not only without authorization, but after being told I am declining renewal. Very fraudulent activity.Desired Settlement: I not only want my credit cars refunded, I want sirius xm to pay a penalty. I run consumer credit every day. I see late payments and "discharged" or "settled" or "disputed" charges show on credit. My credit is not going to reflect a late payment. I have never missed, been late, or been within a grace period for a payment. My perfect credit will now be tainted. I want the phone calls where I continuously decline their service addressed.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After review, [redacted]’s complaint regarding the cancelation of his subscription resulted from his subscription automatically renewing until a call is placed to SiriusXM requesting cancellation, per the Terms and Conditions.

On July **, 2013 [redacted] accepted an annual promotional offer at a prorated amount and a credit card payment of $122.26 was received. A confirmation email was sent to [redacted] on July **, 2013 detailing the terms of the package purchase with future charges. At the end of the promotional term, these packages automatically renew to a full price package, that bills on an annual term. His subscriptions automatically renewed on July **, 2014, charging the card on file $212.19 for the renewal. Service was canceled on October **, 2014 and a full refund of $212.19 was issued.

A member of our Corporate Customer Relations team spoke with [redacted] and advised him that we were unable to locate any contact prior to October **, 2014 requesting cancellation. We confirmed that his subscription was cancelled and his refund received. 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.

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: I recently let go of my SIRIUS XM Radio Service a few months ago cause I could not afford to keep on, so It was turned off by the company. I then receive a sales call saying we can give you this and give you that but then when I say im not so sure the person went on to pressureing me to resubscribe. wether this is a business retention or not its not whats best for business. I am disappointed because they tell me over the phone that I will get all channels only for me to find out that there are alot of channels missing. So then they say they will send me an invoice in the mail for a $33 dollar bill and to this day I am still waiting for that invoice to arrive but then I get threatening emails for them to say my service is scheduled to be disconnected. this is very poor businessDesired Settlement: I think there is really anything Sirius-XM can do anymore to make happy. I will just become a subscriber that they will lose or fail to maintain me as a customer.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to a cancelling his subscription due to financial reasons and then being contacted with a discounted rate. He stated he was informed all channels were included but when he activated he found he was missing channels. He is also waiting on an invoice however he continues to receive phone calls informing him that he is past due.

A member of our Corporate Customer Relations Team reached out to [redacted] and informed him that he is activated on the Select package as his device is not compatible to receive the All Access. We sent a new signal as he was not receiving all his channels and he confirmed that he was now getting more channels. As a courtesy the balance was removed from his account and he agreed his issue has been addressed.

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: I bought a truck back in March of 2013 and as part of buying the truck SiriusXM radio came with a six month free trail. When that expired SiriusXM Radio will not stop calling my work cell phone (###-###-####). I have told them repeatedly more than six times to stop calling and advertising. I have told them repeatedly to stop soliciting. I told them I do not want their product and stop calling my number. They just keep calling back.Desired Settlement: Stop calling my work cell phone number (###-###-####) and purge it from their system. Cease and desist all communication and advertising to my home address and phone number. Stop harassing me! I DO NOT WANT THEIR PRODUCT! Purge my address and phone number from their system.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. We regret that their recent experience led to a complaint with your agency.

[redacted] states he purchased a vehicle in March 2013 that came with a six month trial of Sirius XM Radio. He states upon expiration of this service he has been receiving calls to his cell phone and has repeatedly asked for the calls to stop. He states he does not want the service and wants all contact to stop.

We have updated [redacted]’ account with his request not to contact him with solicitations. We would like to advise him that while we will make every effort to remove his 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 he may receive a few more calls due to campaigns still in progress. We would like to inform [redacted] that he could also find more information about this process by accessing the following link [redacted]. We apologize for any inconvenience he experienced and we ask that should he have any further questions or concerns in regards to his complaint, he reach out to us utilizing the number provided below.

Sirius XM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’ concerns. If you’d like to contact us regarding this matter, please use the information listed below.

Sincerely,

Sirius XM Corporate Customer Relations Team

Called and asked not to be contacted via phone or mail and yet I am still being bothered..

Review: The Sirius XM radio inc. billing and renewal process is unethical at best. I've been charged for a service and late fees that I never knowingly agreed to.Desired Settlement: A letter from Sirius XM radio inc. that states I am "paid in full" and "under no contract with them"

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 that SiriusXM has charged him for service and late fees that he did not knowingly agree to. He is requesting for a letter stating he is paid on full and under no contract.

We reached out to [redacted] and informed him 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 on 5/**/2013 service renewed for the semi annual service and an invoice was sent for $106.80. A second invoice was sent on 6/**/2013 and when no payment was received, service closed and a balance of $28.18 was remaining for used service since the renewal. A $5.00 late fee was added to this balance on 6/**/2013. [redacted] stated that he was not aware the service would renew and he sent in a payment for the $33.53 as he used the service. We offered to reactive service on a promotional subscription, but [redacted] declined at this time. 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: We have had Sirius XM since we bought the KIA in 2011. We went through this same issue last year and informed them that they were not to charge any amount without prior notification - either by email, mail or phone. On July *, 2013 our checking account was debited for $204.55 (which was more that last year) with any prior notification. I called immediately to cancel this service as enough was enough. They cancelled the service was it would take until July * to receive the credit back. In the mean time this unauthorized debit caused our checking account to be overdrawn. There were a total of five NSF/OD charges at $36 each. There would of been more if our bank was not nice enough to issues us provisional credit in the amount of $204.55. Once the credit was received from Sirius, I called them to have our credit card number removed from their system. I also inquired the process of being reimbursed for the NSF charges and was told that was not something that they do. It was basically my problem. I understand the concept of automatic renewal but the price had increased from last year by over $40 and there was no notification what so ever. I think the practices of Sirius are completely wrong as they take advantage of people and give them no alternative to correct the issue. Their customer service skills are lacking when they won't even work with a customer to settle a problem and it comes to having to file a complaint to try to resolve this mess.Desired Settlement: I have already received the credit for the initial $204.55, I would like the NSF charges refunded in the amount of $180.00.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states that when she activated her service she informed the agent she did not want the service to renew on their card. She stated that on July *, 2013 she was charged $204.55 for the renewal so she contacted Customer Service to cancel the account and it took until July *, 2013 to receive the refund. She said due to this renewal she was charged 5 overdraft fees and she would like this issue addressed as the price for the subscription had increased from the year before. After reviewing the account and contacting her, we found that the service had been activated on a promotional 1-year plan and this was the reason for the price difference.

We informed [redacted] of the Terms and Conditions and informed her that we were not able to refund all the overdraft fees as our accounts will automatically renew but we would meet her in the middle. One of the bank fees had been refunded by the bank so we offered to refund her $72.00 to cover 2 fees. We have confirmed that this refund was issued back to the credit card on July **, 2013. 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

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

After buying a new car I activated the Sirius XM radio on a trial basis. Later I find that I am delinquent on payment for their radio services that renew automatically. I had quit listening to Sirius XM because there were too many advertisements and I feel that paying customers should not have to pay to listen to advertisements! To cancel the service was long phone process with many times being offered further services that all had an automatic renew. Finally after minutes of phone hold time I was able to cancel. I am filing a complaint on the automatic renewal that bills for services that I have stopped using.

Review: Very simple.

We have a subscription with two radios. And HAD a recurring fee on our credit card.We purchased a new vehicle and transferred service. The transfer fee WE paid we asked to be charged to another card that WASNT the recurring card. Our recurring card was charged. We called and the fee was reversed and the right card was charged. Got notice payment was due. Logged in and saw that recurring card was deleted and card used for transfer fee was new card. Deleted, set up correct card and paid past due amount. Got numerous calls that account was past due, called and verified every thing was up to date. Radios turned off 5 days prior to renewal for "late fee". Called in , was apologized to , late fee reversed. Was told that it will take 7-10 business days for escalation "senior line?" To call and reactivate radios because "we (sirius) don't know how to fix the problem"Desired Settlement: Turn my radios back on. Credit me for the 3 + days of paid service not delivered and please , please train your customer service better. I pay for your service because I want your service. I deal with a lot of customer service for work and personal life and yours is bar none the worst! Every , EVERY time I call in I am put on hold and then when rep comes back online I'm referred to by another name than my own.

Business

Response:

[redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a charge that went through on his card that had reoccurring charges when he asked to have a onetime payment made for a transfer fee. He stated this issue was resolved but he later found out that the new card was then added to the account which he did not authorize. He stated he receive past due notices before his renewal and eventually the subscriptions were shut down. He wants this issue addressed and he wants his devices reactivated.

A member of our [redacted] reached out to [redacted] and apologized for the frustration this issue caused. Upon reviewing the account we found an account consolidation was completed which caused a generic error that continues to show a bill in progress when there is no balance due. We would like to advise [redacted] that we are working on resolving the issue and that any invoices with the Bill in Progress balance received in the interim should be ignored. Unfortunately, there is no timeframe on when this will be resolved. We are working on resolving these concerns and we will reach out to [redacted] as soon as we receive 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.

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:

The complaint has not been resolved because my radios still do not work, and I have not recieved credit for the days I paid for , in which I did not recieve service due to the "error" . Is there a solution to maybe create a new account, and have the radios moved to that account ? I was told this issue would be resolved in 7-10 buisness days its been longer than that now.

Thank you.

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

Sincerely,

Consumer

Response:

Complaint is resolved.

Review: I was erroneously being charged for Sirius XM Service to a device that I don't own, nor did I authorize charges. When I identified the error, over a year later, Sirius XM couldn't cancel the policy for me, but could remove my credit card to eliminate further charges. I disputed this several times via e-mail and telephone with Customer Service. Now, 2 months later I receive automated messages on voice mail stating my account is now accruing a balance because they renewed it without the credit card. Again, I've asked them to close the account and they refuse to handle it via e-mail due to wanting to question me further. Due to a health condition, I don't use the telephone anymore. If I can be held responsible for the account, then I should be able to cancel it - I didn't give them permission to charge me in the first place, I definitely do not give permission to let this account accrue a bill in my name.Desired Settlement: Close the account as per my request, with no further charges accrued.

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 per their e-mail copied & pasted here for your review. Thank you for helping me solve an issue I've been working on for five months.[redacted]

Review: Last year this company processed an unauthorized credit card charge for a renewal that I did not authorize. I called the company and they reversed the charge and said they would remove my credit card from the account. They play a game that as soon as you cancel, they offer you a better rate, so I agreed to re-enroll (with the assurance that they would not automatically charge me for a renewal). Now, they have done the same thing again and charged me for the automatic renewal. When I called to complain, someone took all of my information and when I asked to speak to a [redacted] they disconnected me. Then I called back again and had the charge reversed. They have also processed unauthorized renewal charges on my husband's credit card as well. I think this is a deceptive practice that they engage in. on a regular basisDesired Settlement: I'd like free service (for several years) for my inconvenience. I'd also like you to report this to the appropriate banking authority for them to investigate the pattern of unauthorized credit card charging and force the company to change this policy. thank you.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal that she did not agree to as she wanted the subscription to close at the end of her paid subscription. She stated that she called to have the charges reversed however she would like free service for all the inconvenience this issue caused.

A member of our Corporate Customer Relations Team reached out to [redacted] and advised her upon reviewing the notes on the account we do see that she requested to have her credit card removed as she did not want her card charged for the renewal. As a gesture of good will we offered to reactivate her device # ending in [redacted] and place her on a six month subscription free of charge. We also set end dates for her Lexus and Audi as she stated these cars are going to be sold. 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.

Sincerely,

Review: I cancelled my service back in september with Sirius. During this time they joined my account with someone else who has the same name as me but just lives in Michigan instead of Illinois where I live. This has happened now a minimum now of 5 times. I had a credit to my account of $484.02 that the company said they could not refund to me because there was two cards listed on my account and the addresses didnt match up. During the time I had sirius I broke my debit card which was the card on the account and had to get a new one, which is why there was two cards on the account. therefore they told me they could not refund the money to my card directly and would have to mail me a check. Well a check has never been mailed to me and as I stated above my address continued to be changed despite the fact that a very helpful employee created me a whole new account from the previous one to hopefully insure this to not happen again. well even that wasnt enough as they again joined the two accounts. Each time I have been told my check would be mailed in 7-14 business days I have double checked the address with the employee and everything has been correct. Sometime in between the 7-14 days someone else goes in and joins the account back up with the guy from michigan thus cancelling my return. This has now happend 4 times at least. My service with them has been cancelled since early september and still have no idea when I will get my $484.02Desired Settlement: I would like my $484.02 returned to me very quickly as it is now going on 3 months that I have been fighting this.

Business

Response:

December **,

2015[redacted]

[redacted]Hello

Mediator,Thank you for contacting

SiriusXM on [redacted] behalf. We regret that his experience led to a complaint with your

agency. After researching [redacted]

account, it was found that his complaint relates to a refund that was issued

back to a different customer with the same name when the two accounts were consolidated

in error. A member of our Corporate Customer Solutions

team reached out to [redacted] and apologized for any inconvenience he

experienced. Check[redacted]for $484.02

was issued on December **, 2015 and sent to [redacted]. Please be advised that the average

turnaround time for refund checks to be issued is 10 to

14 business days. Should [redacted] have any further questions

or concerns, we ask that he contact us utilizing our contact information below.SiriusXM values each customer and is

committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this

matter, please use the information listed below.SIRIUSXM

Radio Inc. [redacted]

[redacted] Sincerely,Geraldine

R[redacted]SiriusXM

Corporate Solutions Team###-###-####

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,