Sirius XM Radio

Review: I cancelled service multiple times over several months. Sirius continues billing my credit card. Their website does not allow you to remove card or stop auto billing, phone service reps say they cancelled but continue billing. Car has been totalled for over a month now, service cancelled in October. Deliberate attempt to prevent consumer from cancelling service.Desired Settlement: Cancel service, 3 months of service refunded.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint regarding charges to his credit card resulted from the automatic renewal of his monthly subscription, combined with his call disconnecting before his cancellation request could be completed. On October *, 2015, [redacted] contacted us to cancel his monthly subscription; however it appears that the call was disconnected before the agent could take any action on his account, causing the service to remain active. A member of our Corporate Solutions Team reached out to [redacted] to discuss his concerns. We explained to her as to why his subscription was not cancelled when he called. We confirmed that his subscription is now cancelled and as a gesture of good will, we have issued a refund for $51.21 back to the credit card on file ending in [redacted]. 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 R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

Review: SiriusXM turned off my service last year claiming nonpayment. My wife had sent in a check within time to meet the 4/**/15 deadline, but my service was interrupted. By the time I had time to call on 4/**/15 I gave my credit card number to turn the service back on. Then, after talking to my wife we realized we both paid SiriusXM. They finally gave us back $148.24 they had double billed. Our billing should be from the time my credit card was charged on 4/**/15 to 4/**/16. Instead, SiriusXM continued to keep the 4/**/15 to 4/**/16 billing cycle even though the service was interrupted until 4/**/15. In January 2016 I called to cancel the service because I purchased a new vehicle as of 1/**/16. I still have not received my credit check. According to Sirius they only owe me $30.74--which isn't correct according to when my account began on 4/**/16.Desired Settlement: SiriusXM is using fraudulent billing practices. According to the latest bill I received the correct credit does not appear on my bill and if I cancelled the subscription in January--why am I receiving a bill? If I paid the subscription on 4/**/15 and they turned my service back on that day and I cancelled as of 1/**/16 with my math SiriusXM should send me a credit of $39.90. I requested this cancellation back in January and I still do not have my money.

Business

Response:

March **, 2016 [redacted]

[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found his complaint was regarding a misunderstanding related to his subscription dates. On April **, 2015, [redacted] annual Mostly Music subscription renewed and an invoice was sent for $148.24 for the service period from April **, 2015 to April **, 2016. On April **, 2015, [redacted] contacted us to make a credit card payment for this amount. On April **, 2015, a check payment for $148.24 was posted to the account. On May **, 2015 a refund of $148.24 was requested, as refund requests for check payments need to remain on the account for seven (7) days to allow time for any bank activity. On May **, 2015 the duplicate payment was issued back to the credit card on file. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. On January **, 2016, the subscription was cancelled as requested; which left a credit of $30.74 for unused service from January **, 2016 to April **, 2016. On March *, 2016, this amount was refunded via check number [redacted]. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns, however we have been unsuccessful in continuing the conversation with him. [redacted] was issued a refund of $148.24 for the duplicate payment and $30.74 for unused service after the cancelation of his annual subscription. As previously stated, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. As a gesture of good will, we provided him with a $10.00 service credit for future services for the service period from April **, 2015 to April **, 2015. 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 R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

Review: In March 2015 I renewed my subscription for $138. I received a bill in March 2016 for the following year for $275, double what I previously paid. I reached out via live chat, [redacted] and the contact form of the SiriusXM website about lowering the bill. I am being told that I had promotional pricing and that I agreed to an outrageous rate hike to get it, which is an outright lie that I have no recollection or record of. Just last week they gave a co-worker the exact pricing I had and asked for again without any issues, but they refuse to do the same for me. Instead of offering a substantial discount they are telling me to downgrade my service which would result in my getting much less programming and still paying more than I previously did, which is insulting. Their customer service is rude and unhelpful.Desired Settlement: I would like my service for the price I agreed to, $138.

Business

Response:

April **, 2016 [redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her experience led to a complaint with your agency. After researching [redacted] account, it was found that her complaint regarding the invoice she received resulted from the automatic renewal of her subscription per the terms and conditions in our Customer Agreement. Subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. In addition, the promotional rate subscription she has been provided is intended for one-time use and automatically renew at current rates. On March 2*, 2015, [redacted] purchased a promotional rate All Access annual subscription. A confirmation email was sent to [redacted] on March **, 2015 detailing the terms of the renewal and advising her of the upcoming credit card charges. On March **, 2016, at the end of the promotional term, her subscription automatically renewed to a full price package on an annual term, and an invoice was sent for $275.22. A member of our Corporate Solutions Team reached out to [redacted] regarding her concerns. At her request, we corresponded via email. We explained that subscriptions renew at current rates and informed her that promotional rate subscriptions are intended for one-time use and are subject to automatic renewal at current rates. As a gesture of good will, we offered to provide [redacted] with another All Access annual subscription at a promotional rate; which she accepted. [redacted] was advised that this subscription will renew on April *, 2016 at our then current price. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

CALLED SIRIUS XM RADIO TO CANCEL SERVICE THEY TOOK TWO CALLS AND ONE HOUR ON LINE TO CANCEL THE SERVICE. THEY CONTINUALLY TRY TO HAVE YOY RENEW SERVICE EVEN THOUGH YOU ARE GIVING UP THE CAR TO GET A NEW ONE

Trying to charge for an already cancelled account

Called to cancel and played the remaining balance . I payed and a month later they called for over due bill .was told without a cancellation # it was never canceled . It Was a good thing my card expired or they would have taken it anyway. Do not do business with these people.

Sirius XM is a big scam, the complimentary service you sign up for at the dealership is the biggest rip off going. They sign you up with an auto renewal clause and give you no notice of your subscription expiring and then they increase your bill to 4-5X that the initial service was that was quoted and then charge you for service that you don't even receive after you have assume they have cancelled your account since your service has been disconnected. Not worth the hassle, I would never support a business that operates under these conditions.

Been a customer for years and never given them a home address. Now they have sent my someone's information to my home address!!! Actually found whose the information is for and the person informed they have never used , regristed or paid for the service. Nor did they know my information. I have done a research and no where could have they gotten my information from , as I do not own nor regristed they car for that radio! Spoken with them and cannot get a direct answer ! So frustrating !!!

I purchased a vehicle and got Sirius XM free with my purchase. I renewed my subscription at the end of the trial for 1 year. When the year was up, Sirius removed money from my account without my approval. I called them to inquire why they removed money without my authority. They were apologetic and agreed to give me two years of service for the money they had already removed. I was satisfied, but I told the operator that no money will be removed from my account again without my authorization. One year later, Sirius XM pulled more money from my account without my authority. They cheated me out of a year of service and took money they said they wouldn't. I called them again and they agreed to send my money back....in 3-5 business days all the while, he kept trying to sell me their product with his great deals. Fool me once, shame on you. Fool me twice, I don't think so! Don't be fooled by these scam artists.

Review: SiriusXM took upon themselves to automatically renew my subscription prior to billing me. When I agreed to the one year pre-paid subscription in June of 2012, I requested that they do not automatically renew my subscription. When I was called for payment of another year, I told them I did not want my subscription to continue, please cancel. My subscription was never canceled and now I am being billed for late fees a month of service. The only reason the service stopped was because I refused to pay them. They will not cancel my subscription over the phone without payment for the service I did not want. I refuse to pay for these services. I did not request them. I have no way of canceling my subscription online, via a phone call or any other method I can find.Desired Settlement: I would like them to remove the un-paid balance for services past my original pre-paid subscription time frame and stop contacting me for renewal.

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 pay for a subscription to SiriusXM satellite radio. One of their primary channels, the 1940's on 4, has been taken away for 3 months while they play Billy Joel music 24/7. If you call or email to complain, they tell you that 40s on 4 will be back in June, which is 3 months from now, but, if you want to pay extra $4.99 a month, you can stream it online. This is ridiculous, as I am already paying them to listen, and shouldn't have to pay extra for something I already had. Not to mention, I can't stream in my car, which is the whole purpose of having satellite radio. Numerous people have complained via phone, [redacted] and email, and they simply don't care and won't fix the situation.Desired Settlement: They should bring back the 40s on 4 channel and put Billy Joel on another channel. Immediately! Or I will be canceling my subscription and asking for a refund. And I will not be renewing!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT EXACTLY satisfactory to me. They called me and offered me 3 months of internet streaming for free, which I begrudgingly accepted, because that was their only option for resolution, and they consider the matter closed. I am NOT HAPPY with this outcome, as they did not fix the original issue that me and hundreds, if not thousands, of other people are experiencing.

Sincerely,

Review: I received a billing renewal notice for $229.39 that I questioned. While I was on the phone with the representative, I was charged and additional 52.08 and 2.31 which was NOT a part of the renewal notice. (My credit card company automatically texts me anytime my card is charged, so I knew about the charges while still on the phone with the representative.) I questioned the charges and was put on hold for lengthy amounts of time, and given explanations that did not make sense to me. I was further told that my account had a CREDIT, so I did not understand why I was getting billed more, but the explanation for that did not make sense either. The call lasted 52 minutes on 9/**/14 between approximately 3:30 and 4:30pm, and I would estimate I was on hold on and off for a total of at least half that time. After repeatedly asking for clarification of the new charges as well as the charges described in the renewal notice I received, I told the representative that I really needed to see a written statement in order to understand the charges. After being put on hold again, she came back and told me that I could receive monthly invoices instead of auto-renewed billing but it would cost a $2 per month fee!! All I wanted was a statement of my bill in writing, and she told me switching to a monthly invoice with a fee and rate increase was the only way I could get this. This is not a fair billing practice! I should be able to get a statement, in writing, of charges being billed to me, especially when they do not make sense and the representative on the phone could not describe them to me in a manner that I could understand. Such confusing billing practices make it feel as if I am being deceived. I only want to understand what I am paying for and be clear that I am getting what I actually paid for.Desired Settlement: I would like to receive, in writing, a billing statement that shows EXACTLY what I am paying for, what my credit balance is and how and when it will be applied.

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 appreciate your assistance and the assistance of the business in helping me resolve this issue.

Sincerely,

Review: I was contacted by a phone representative from Sirius XM ( [redacted] ?) regarding a 6 month promotional package for $30.11. I specifically asked, several times, if the package would have the Howard Stern channel. I explained to [redacted], my husband will only listen to Howard Stern. [redacted] said YES, the package includes the Howard Stern channel. [redacted] confirmed this multiple times during the conversation.

I was extremely unhappy when the Howard Stern channel could not be tuned in on the SiriusXM radio, so I called back and spoke with [redacted], ID# [redacted] transferred to [redacted] and then transferred again to [redacted].

[redacted] (Cancellation and Billing Dept.) stated she could offer me the Howard Stern channel with the "All Access plan for a discounted price of 119.88 + tax".

This is clearly Bait & Switch, Consumer Fraud, Deceptive Practice and extremely deceitful.Desired Settlement: I want a FULL refund ($30.11) applied back to my Credit Card. I want my credit card information removed from their system, after the credit is applied and I want Sirius XM to train their Telemarketers with an explanation of deceptive practices.

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 her complaint relates to a miscommunication regarding a promotional subscription she was offered.

On October **, 2014, [redacted] was provided with a six (6) month XM Select promotional subscription which covered the period of October *, 2014 to April *, 2014. She states at this time she was informed that the Howard Stern channels were available with this package. Upon discovering that Howard Stern was not available on this package she cancelled the service and the refund of the $30.11 that was paid, was issued via check [redacted] on October *, 2014.

A member of the Corporate Customer Relations team spoke with [redacted] and explained to her that the XM Select package does not include Howard Stern, but it would be available on radio [redacted]; which is also active on her account, as this is a Sirius Radio. We apologized for the inconvenience she experienced and offered to reactive service on radio [redacted] on a six month All Access promotional subscription for the same price she was quoted on the Select package. [redacted] accepted our offer and a refresh signal was sent to update the channels on her radio. 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 have determined that my complaint has NOT been resolved because:

My credit card was charged on 10/*/2014 for $30.11, again on 10/*/2014 for $30.11 and my SiriusXM online account shows a balance due $24.18.

SiriusXM currently has $60.22 of my money + they expect an additional payment $24.18.

THIS WAS NOT THE AGREEMENT!

Shortly after cancelling the service, I received an email stating

"This email confirms that your refund request has been submitted. You can expect your refund to be posted to your credit/debit card that you have on file in 3-5 business days".

I was not informed of a refund being issued by check and I did not authorize an additional charge on my credit card.

Also, the other radio mentioned in the company's reply, belongs to my son [redacted]. His radio was paid in full for a 1 year subscription with a service end date of Feb 2015. His radio has NOTHING to do with this issue.

I want a FULL REFUND of $60.22 returned to my credit card, I want the balance due on the account to be 0.00 and SIRIUSXM can keep their service.

###-###-####

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

[redacted] states her issue is not resolved as she was charged $30.11 on October *, 2014 and October *, 2014 and her account is showing an owing balance of $24.18. [redacted] stated she was not informed that her refund was going to be issued via check as she received an email stating her refund would be issued back to her card. She is requesting for a full refund, service to be cancelled and any owing balance cleared.

A member of our Corporate Customer Relations team reached out to [redacted] via phone and email to further discuss her complaint. We received a response from [redacted] on October **, 2014, advising us that she wants service canceled and a refund to be applied to her credit card as well as her card to be removed off file. We would like to inform her that at her request, service on radio [redacted] has been canceled and her account has been credited to reflect a $0 balance. [redacted]’s credit card was removed off file after the first refund was requested; which then changed the refund type to invoice. Check number [redacted] was issued on October *, 2014 for $30.11. We have requested for a second refund of $30.11 to be issues; which will also be sent via check. We would also like to advise her that the reason we mentioned radio [redacted] in the previous complaint was just to compare that a Sirius radio would be entitled to Howard Stern on a Select subscription. Once again we apologize for any inconvenience this has caused and 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 yet to receive either check, but trust they have been issued and will arrive shortly.

Thank you for your assistance in resolving this matter.

Sincerely,

Review: Noticed that my 2006 Nissan Altima XM Radio could not receive the NASCAR Channel which previous paid for a lifetime subscription for in 2009. I called XM Sirus Radio customer service this afternoon and reported the issue. The Customer Service Rep. told me he verified that I did have access to all the channels with my 2006 Nissan Altima subscription and resent the code to my radio. After resending the code I was then able to receive the channels that I paid for in 2009. This evening I found an unauthorized charge of $100 from XM Sirus radio on my Discover account. I immediately called XM Sirus Customer Service and received terrible customer service. The XM Sirus Customer Service Supervisor that I spoke with told he was removing my access to the channels that I had already paid for in 2009.Desired Settlement: Immediately refund the unauthorized charge to my Discover Card. Immediately return my access to all of the channels for my 2006 Nissan Altima that I already paid for with a lifetime subscription in 2009.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint regarding his credit card being charged was due to agent error.

On October *, 2014, while speaking with one of our representatives regarding the Nascar channel, [redacted] was informed that he purchased a Lifetime subscription for a Select package and was advised that he would need to upgrade to the Premier package; which is an additional $100.00 for the Lifetime subscription. At that time the call was disconnected, however, the agent incorrectly processed the package change of the service on [redacted]’s account by upgrading to the a Premier subscription totaling $100.00. A refund for the $100.00 charge was issued back to [redacted] on October *, 2014.

A member of our Corporate Customer Relations team spoke to [redacted] and confirmed that the refund was being issued and informed him that we are providing him with the Premier package on his Lifetime subscription for the inconvenience he experienced. 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,

[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: Billed for 3 years and contract was still in effect. will not refund full amount due.

I purchased 3 year service in November 2012 for service to take me to December *, 2015. Got notice in January 2015 for renewing service saying it would expire in 30 days. Called on 2/*/15 and was told that it would be $674.98 for 3 more years. After call I checked contract and realized my service does not expire until 12/**/2015. Called several more times and received only partial credits totaling $609.03. I was told my service is good till 8/**/2015 and that I have to call them to renew for free another 5 months to expire on 1/**/2016. It seems I have to talk to several people each time I call or they have to go to someone else.Desired Settlement: To have the renewal for the 5 months from 8/**/15 to 1/**/2016 to be automatic so I do not have to remember to call.

Business

Response:

April *, 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 subscription he paid for that should be covered through December *, 2015. He stated each time he calls he is transferred to other departments. [redacted] wants to speak with someone to resolve these concerns. A member of our Corporate Customer Relations reached out to [redacted] and advised him that currently he is activated with a 5 month introductory rate. We advised him that we will contact him on August **, 2015 and place another 5-month subscription on the account to cover him through December 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.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Consumer

Response:

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

Sincerely,

Review: We have confirmed that Sirius XM has overbilled us for a 2008 Chrysler Sebring we traded in 2013. We did call and switch that service to our new car, yet they have kept billing us for the 2008 Chrysler, We have confirmed twice that a credit is on our account for the payment we made last fall in error, yet we cannot get anyone to issue a refund. They want to call and offer other services, but no one can send us the refund.Desired Settlement: Refund of the approximately $200 paid last fall on this account in error and any other funds we have paid since 2013 on this car.

Business

Response:

[redacted]

[redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint regarding charges for the 2008 Chrysler Sebring resulted from the automatic renewal of his subscription. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. We were unable to locate any records of a cancellation request prior to January 2016. On January *, 2011, [redacted] purchased an annual promotional rate subscription for radio ID [redacted] (2008 Chrysler Sebring). His annual subscription continued to automatically renew on an annual basis and check payments were received for the owing balances. On December **, 2015, his subscription renewed and an invoice was sent for $217.22. On January **, 2016, we received a check payment for this amount. On January **, 2016, [redacted] called us requesting for cancelation if his subscription; which we processed immediately, leaving a credit of $196.32 for unused service. Refund requests for check payments made within seven (7) days of SiriusXM receiving the payment are denied in order to allow time for any bank activity against the check payment; however can be requested right after the seven (7) day period passes. A member of our Corporate Solutions team spoke with [redacted] and reviewed his concerns with him. We advised [redacted] that we were unable to locate a prior request to cancel the 2008 Chrysler Sebring; however as a courtesy, upon our receipt of trade-in documentation for his 2008 Chrysler Sebring back in 2013, we will issue a refund for the total charges of $553.72. [redacted] agreed to provide the information and on March **, 2016, we issued a refund of $553.72 via check [redacted]. 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 R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

Consumer

Response:

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

Sincerely,

Review: When I signed up for service in June 2013, I was to receive 3 months of free service. After the three months, my subscription was to be a total of 24.99 for six months. I received a bill for 35.36 today. Today is July [redacted] 2013. When I called Sirius, they told me that my trial service expired in March 2013???? Since I didn't call them until last month, how could my free trial expire in March? They then told me that the dealership activated my service in Dec 2012, so I wasn't entitled to the three months that they promised me. I certainly wasn't told that when I activated my service in June. In addition, how would I have known if the service was activated in December, by the dealership? I bought the car in Nov 2012. If there was a trial subscription, is wasn't part of agreement with the dealership. I am getting zero assistance from their customer service - either at the rep level or from the "supervisor" level.Desired Settlement: I want resolution on this billing issue. I cancelled my service today and would like someone, from their company in the USA, to contact me. I would like to provide some feedback, as to why I don't have their service any longer.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states he signed up for his free three month trial in June 2013 and he wanted the promotional 6-month subscription for $24.99. He stated that on July **, 2013 he received an invoice in the mail showing a balance of $35.36 so he contacted Customer service and was informed the free trial had expired in March. He stated that he was informed the dealership had activated the service in December 2012 so the free trial had already been used. He would like to speak with someone to get this issue resolved. After reviewing the account and contacting him, we found that the 6-month promotion had stated in June 2013 and the $$35.36 balance was the cost of the promotional plan with taxes and fees.

As a gesture of good will, we found that this vehicle was entitled to a 6-month free trail so we had activated that subscription and informed [redacted] to contact us in January 2014 so we could set up the promotional 6-month plan. 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: My husband and I called several times to renew our subscription and we were quoted different prices by different representatives. We were put on hold and then the representative would come back on the phone quoting a new price. We asked to speak to a supervisor and the phone was disconnected twice. I am quite upset that every time you call you get quoted a different price. There is no consistency.Desired Settlement: One of the quotes I did receive was for each radio for 1 year it is $86.00. I have a radio and so does my husband. I would like the company to honor their quote.

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 both she and her husband called several times to renew their subscription and were quoted different prices. She states one of the prices she received was for one year of service for $86.00 on each radio. She is requesting for SiriusXM to honor their quote.

We reached out to [redacted] who informed us that they have two new vehicles with a three month trial and upon calling to get quotes on subscriptions; she was quoted prices from $107.00 to $250.00. We apologized to her for any inconvenience she experienced and we educated her on SiriusXM’s pricing and advised her of our auto renewal policy. We offered [redacted] a promotion for six months of service at $24.99 plus additional fees per radio; which she accepted. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

Sincerely,

Review: The rates fluctuate by who your reach on the telephone. Some people pay more some people pay less. The representatives you reach on their customer service hotline are not very helpful and each one will tell you a different rate or policy, I received a renewal letter for $218.63 when I visited an XM forum I see that other people are paying from $5 a moth to about $100 a year. After 45 minutes talking to one rep anther rep offered me the rate of $85 which is less than half of my bill. When I started to give my credit card number the call was disconnected. Upon calling back one minute later the next rep offered me a subscription of $110 a year. This is bait and switch and very annoying to have to deal with this unscrupulous company. Please look intoDesired Settlement: I would like a report made to the Revdex.com about this unfair business practice

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 he received a renewal letter for $218.63 and after visiting an XM forum, he seen that people are paying from $5 per month to about $100.00 per year. He states after spending 45 minutes speaking with a representative he was offered a rate of $85.00 and upon giving his credit card number the call was disconnected. He states upon calling back a minute later he was offered the same service for $110.00.

We spoke with [redacted] and explained to him that when he was offered a promotion in 2013, 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. [redacted] then stated that it was not fair that people receive different prices. We then explained that being aware that SXM has special offers, does not make the customer eligible for those offers as they are generally offered to new subscribers as an introductory rate. On September **, 2013, service was set up on the annual promotion and he was informed that this service will renew in September 2014 at our then current price. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

Review: On September [redacted] I noticed an unauthorized charge from Siriusxm, to my debit card after checking my bank account. I called Siriusxm to dispute the charge. Sirius acknowledged that they should not have charged my card as I never enrolled in automatic billing. Siriusxm stated that the charge would be credited back to my debit card/bank account, and I should receive the refunded charges within 3 days. On the 4th business day, September **, 2013, I had not received the credit to my account, and contacted sirius. I spoke with a customer service representative and a manager who indicated that the customer service representative that I initially spoke with processed my refund as a paper check and I would receive a refund in 10 business days. Very frustrated, I asked to escalate this issue to another level of management, as I was told that my account would be credited within 3 business days, and Sirius should not have processed the payment in the first place. Additionally, on September [redacted], I received a bill from Sirius for the amount that had been taken from my account, which was even more of a smack in the face. The manager indicated that he could not help me with my request as he was the highest level of management and the check had already been processed and mailed to me. I indicated that I did not want their check, I wanted my credit to my card processed immediately. I am extremely upset with the way this has been handled and told the manager that Sirius can cancel my account, because I do not want to do business with people who are unprofessional, unapologetic, and simply not caring. I would like my credit processed immediately. I thank you for your attention to this matter.Desired Settlement: Today

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to an automatic renewal that was charged to her credit card without permission. She stated she was informed by Customer Service that the refund would be issued back and this process could take 3 business days so on the fourth day she again contacted Customer Service and this time was informed that the refund was issued via check which could take up to 10 business days. [redacted] stated that she has recently received an invoice in the mail for the balance that was charged so she is very upset and would like this issue resolved. After reviewing the account and contacting her, we found the service renewed per the Terms and Conditions and charged the credit card that was placed on the account. All of our subscriptions renew if there is no cancellation request made, the service will renew whether it be through credit card, debit card or invoice billing as it depends on the payment method that is set up on the account.

We apologized to [redacted] for the refund issue and the frustration this issue caused. We informed her if we were to void the check, and then re-issue the refund to her credit card it would take more time for her to receive the refund. We apologized and informed her that the check refund process can take 3-4 weeks to receive. As a courtesy we have placed a $25.00 service credit on the account to go toward the balance due for the renewal which is now showing as $71.75. 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,