Sirius XM Radio

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: Approx. 9 days ago I ordered a second subscription to siriusxm for my shop, and 4 days ago they changed My favorite station - 40s on 4, to a strictly Billy Joel music format. Now I'm stuck for something I did not want, but have to pay for!!!Desired Settlement: I want the BIG BAND MUSIC that I am paying for and not now receiving, back on,,,,, post haste!!

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 review his account, it was found that the complaint is in regards to the recent channel change involving channel 40s on 4.

A member of our Corporate Customer Relations team spoke with [redacted] and informed him SiriusXM has launched The Billy Joel Channel that will pre-empt the 40s on 4 until June **, 2014. We thanked [redacted] for his feedback and informed him that 40s on 4 is still available on SiriusXM Internet Radio Channel 4 and on our mobile apps in the Pop category. [redacted] stated that he will not consider his issue resolved until SiriusXM returns the 40s music. Regular programming for the 40s on 4 will return to satellite radio on June **. If the 40s on 4 is the only channel [redacted] listens to, we would like to advise him that we can suspend his service until the regular programming returns. 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:

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 consider this complaint unresolved. I just received a mail out from Sirius XM a couple of days ago that still is advertising 40s on for as big band music! That advertisement is a lie! My complaint is unresolved! Sirius xm is still using the bad tactic of bait and switch!

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

Sincerely,

Business

Response:

April [redacted], 2014

Re: Revdex.com Complaint ID [redacted]

Hello [redacted],

[redacted] states that his complaint has not been resolved as he received mail from SiriusXM that is still advertising the 40s channel for big band music. [redacted] states this advertisement is a lie.

A member of our Corporate Customer Relations team spoke with [redacted] and explained that our channel lineup would still advertise the 40s on 4 as big band music, as Billy Joel is temporary. [redacted] disagreed with this as he does not think the 40s channel will return to its regular programming. We reiterated that the Billy Joel Channel will pre-empt the 40s on 4 until June **, 2014. [redacted] again stated that this does not resolve his issue. [redacted] canceled his subscription on both receivers on April **, 2014. We have addressed his concerns and at this time we consider the complaint resolved.

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:

er Business Bureau:

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:

April, **, 2014 "Bait and Switch" in my opinion is any company advertising one thing and delivering another. As I speak, I am looking at an ad mailed to me from SiriusXM a few days ago, that says channel 04: '40s Pop Hits/Big Band. If I resubscribed TODAY/IMMEDIATELY...I would receive on Sirius channel 04: Billy Joel 24/7. I feel that it is wrong for any company to conveniently make themselves exempt from "Bait and Switch", by writing such language in "fine print", that probably few ever read.

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

Sincerely,

Review: In 2008 we leased a car and purchased the lifetime membership in Sirius FM Radio which was around $500.00 dollars. It was expensive and we told whenever you purchase a new car just call and have the satelite service transferred at no cost. When ever we tried we were told they changed their policy. When we changed in 2014 we were told that there wouldn't be any more free transfers and a transfer fee would be applied. Not what we originally agreed to but we said okay. Today 3/*/15 when I called to transfer I expected a fee but now I was told all my transfers were used. How is that possible with a lifetime membership? The representative was nice but wouldn"t help me so I asked to speak to her manager. She told me that the lifetime membership was on the radio and I would have to take the radio with me. I asked her if she had ever done that and she said "No: but she knew people who did. Then I asked her how many parts from A Chevy Corvette are interchangeable with a BMW. Her answers didn't make any sense. She told me the policies had changed but that wasn't what we had agreed to or we wouldn't have purchased the lifetime membership. I agreed to pay a transfer fee but they wouldn't do it so the membership stays active in the car that was sold which doesn't make sense. Their marketing is a scam because they don't deliver what they promise. Your cooperation in getting this issue resolved is greatly appreciated. I'm sure other people have been caught in this also.Desired Settlement: I would like the transfer for free like originally promised. This transfer of satelite signal takes 3 or 4 minutes. During the phone call I agreed to pay a reasonable transfer fee which would still be acceptable.

Business

Response:

March **, 2016 [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 his complaint is regarding the transferability of his Lifetime Subscriptions. Per the terms and conditions of the SiriusXM Customer Agreement when the subscription was purchased, the transferability of a Lifetime Subscription depends upon whether it is associated with a home, portable, or dock & play Receiver, or whether it is associated with a Receiver installed by an automaker or an automotive dealer. A member of our Corporate Solutions Team reached out to [redacted] to discuss his concerns. We reviewed the terms and conditions for the Lifetime Subscription purchased in 2008. We explained that Lifetime Subscriptions first associated with, or subsequently transferred to, a Receiver installed by an automaker or an automotive dealer in a vehicle, are non transferable, except in the event the original Receiver associated with the Lifetime Subscription is stolen, accidentally damaged or is defective. A Lifetime Subscription associated with a home, portable, or dock & play Receiver is transferable from one such Receiver to another, up to a maximum of three (3) times. For each permitted transfer of a subscription, a transfer fee will be charged. We transferred his Lifetime subscription to his new vehicle, as a one-time courtesy and provided a credit of $39.00 to cover half the cost of the transfer fee. 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 *)

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 original contract was for a factory sattelite capable radio in a leased car. It was not an after market radio. The contract with Sirius was made via a car phone on the way to work with a Sirius sales rep. It was explained to us that the membership could be transferred to another car that had a sattelite capable radio. Why would anyone purchase a lifetime membership on a factory radio in a leased vehicle. For Sirius to make the statement that it's only on the radio is absurd. I settled with Sirius by splitting a transfer fee and paying $39.00 dollars. I'm 70 years old and this will most likely be my last car and transfer. However, I would still like this kept on record because I'm certain there were other people told the same story.The person from Sirius customer relations was very helpful in getting this transfer resolved. I think the $39.00 transfer fee was a reasonable amount. I also appreciate the help of the Revdex.com in resolving this matter.Regards,[redacted] radio in a lease car.

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

Sincerely,

Review: I signed up for SiriusXM radio to listen to the 40's on 4 radio. This is my favorite type of music, and is not offered over normal airwaves. They have taken my channel off, and replaced it with a Billy Joel channel, which I did NOT sign up for. I want my money back for the three months they plan on putting this other channel on.Desired Settlement: Refund

Business

Response:

April **, 2014

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 the recent channel change involving channel 40s on 4.

Our attempts to reach [redacted] via phone and email have been unsuccessful to date. SiriusXM has launched The Billy Joel Channel that will pre-empt the 40s on 4 until June **, 2014. Regular programming for the 40s on 4 will return to satellite radio on June **. We would like to advise [redacted] that we can suspend her service until the regular programming returns. 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.

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.

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 !!!

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,

I was a subscriber to siriusxm adn enjoyed the service. However was in a car accident and my car caught on fire, exploded and was totaled. I called to cancel my service and was transferred to a cancellation department which gave me a difficult time and tried to talk me into a temporary suspension instead. I insisted on canceling and receiving a full refund. After much discussion, they accepted the cancellation and I received a refund. This interaction alone was enough to sour me on the company. However I am now adamant that I will never use the service again and will not recommend it to anyone. A month later I was billed for another year on the same car radio. I called in and learned that the CSR in the cancellation department entered my cancellation as a temporary suspension and notated the account that I had agreed. It took me another full hour to "cancel" and receive a full refund. I was placed on hold several times, was denied an opportunity to speak with management and then I was hung up on. They allegedly took the radio out of the system as well as my card. But their fraudulent practices are unacceptable and they have entirely lost any trust I had in their operation.

Review: xm radio is threating me to pay a $49 fee that I do not owe. I had canceled the account and they call every day now and tell me I have to pay it. The account was canceled and I do not owe it!!Desired Settlement: I had no intention of cancelling all of my radios till they made me so mad. I just bought a new vehicle with xm an would of activated it but I will not now.

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,

It is very difficult to cancel a subscription with Sirius. While you can manage your account online, you must call them to cancel. Be prepared for a very long phone call with transfers "to a supervisor" who will continue to question your cancellation and try to sell you more service. During my first attempt to cancel I terminated the call after waiting five minutes to be transferred to a supervisor. My second attempt took 11 plus minutes to get transferred and after five minutes of additional sales pitch I told the person the clock was ticking and she would need to have my account cancelled in 30 seconds. I do believe there may have been some colorful language about my reason for leaving Sirius as well. After a 15 second and 5 second warning she finally got the account cancelled. Cherry on top... they charged me for one day service because I did not cancel the account before the new billing cycle began! Will NEVER have this service in my car again.

Review: Service was ended almost 3 years ago. They keep charging me and harass me with daily phone calls.Desired Settlement: Refund check and no more phone calls

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 charges he received for three years when his subscription is not active. Your Subscription will continue for the length of the initial term you select on your Plan ("Subscription Term") and at the end of your prepaid Subscription Term, it will automatically renew for additional prepaid periods of the same length unless you choose to cancel prior to that renewal, or your Service is cancelled, terminated, or discontinued by you or by us, or you select a different Plan. Your account will automatically be charged (or you will be billed, as applicable) at the rates in effect at the time of renewal.A member of our Corporate Customer Relations team reached out to [redacted] via phone and email however we were unsuccessful in reaching him to discuss his concerns. Upon reviewing the account we found a note from 2012 where he called to activate the service and then no other contact until February 2015 where he called to cancel. Should [redacted] wish to discuss these concerns further we ask that he contact us at the number listed below. 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: I attempted to activate my XM radio with a promotion XM had emailed me (5 months for $20). They proceeded to tell me that I owed 70 something dollars (as I had a non primary english speaking representive that I found difficult to understand , I'm not sure the exact amount). To my understanding I was told that because my account was "active" was the reason I owed this amount. Both my XM accounts have been turned off, one in July 2014 and one in November 2014 when my other promotional offer expired, and I have not received service since that time. And that was OK, I knew my service time was up and so it was discconnected. Then they try to bill me for services I did not receive. They did not offer to honor the new promotion or remove the amount billed. I could not make him understand that I did not have service and offerred to [redacted] and show him that my XM had in fact been turneed off/deactivated or whatever. Now since I am unaware of any other company that provides this service and they tell me they will not activate anything until I pay them, I cannot have XM period! We went round and round with this for at least 30 mnutes and still they would not listen or compromise. The point is that I owe them nothing!!!

Product_Or_Service: xm service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to remove stated amount owed from my accounty AND honor the promotion that THEY sent me.

Business

Response:

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted], Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted]’s account, her complaint regarding the outstanding balance resulted from the automatic renewal of her subscription per the Terms and Conditions in the Customer Agreement. Subscriptions automatically renew until a subscriber calls us to cancel. On June *, 2014, [redacted] contacted us to cancel service and accepted a 5-month subscription, at a promotional rate of $28.11 on the radio ending in [redacted] and a free month of service on the radio ending in [redacted]. On July *, 2014, the monthly subscription renewed and an invoice was sent for $19.40. The monthly subscription renewed again on August *, 2014 and another invoice was sent for $38.26. On August **, 2014, the subscription on radio [redacted] went inactive for nonpayment, leaving a balance of $29.38 for used service. A late fee was added on August **, 2014 and an invoice was sent for $36.38. On October *, 2014, the subscription for radio [redacted] renewed for the quarterly subscription and an invoice was sent for the $74.48 balance. On December **, 2014, this subscription went inactive due to non payment, leaving a balance of $65.48 for used time. On December **, 2015, a late fee was added bringing the balance to $70.48. On January *, 2015 the $70.48 was written off the account. A member of our Corporate Customer Relations team reached out to [redacted] via phone and email to discuss her concerns, but we have been unsuccessful in speaking with her. We would like to review her account with her and as a gesture of good will; we will provide her with the 5 month promotion should she want to reactivate service. We remain interested in working with [redacted] and ask that she contact our Customer Relations Team at the number provided below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (option 3)

Review: We purchased three new cars in 2012 and they all came with Sirius XM Radio. When the subscription ran out we renewed for one car only in 2013 thru Nov. 2014. In November of 2014 Sirius gave a week free on all the cars and they automatically turned the radio on. They left the service on for all of the cars until Dec. * 2014 because I yelled at them to say I never told them to leave it on and I wasn't going to pay them. They have been calling me for a month to say that the credit card they have on file doesn't work, and they want payment for the month of service. They have been calling me two times a day for the past month wanting payment for the month I never authorized them to do. They turned it on and left it on, I never told them I wanted it and I never gave them authorization to automatically bill me or turn anything on so I will not pay them. Sirius XM Radio in [redacted]. This number is the one that calls every day. [redacted].Desired Settlement: They are harassing me, so STOP calling me every day, two times a day to ask for payment. I will never pay them because I NEVER told them to turn the radios back on.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a reactivation on two devices that she never agreed too. She stated that now SiriusXM is trying to collect payment for a service she did not authorize. She wants this addressed and she wants all phone calls stopped. A member of our Corporate Customer Relations team reached out to [redacted] however we were unsuccessful in reaching her to discuss a resolution. We have confirmed there are no active subscriptions on her account and we cleared the balance of $13.42. As requested we have also updated the contact preferences on the account to do not call and this process can take 7-10 business days. Should [redacted] have any further questions or concerns we ask that she contact us at the number listed below. 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.[redacted]

[redacted] Sincerely, [redacted]

Review: I was contacted by Sirius XM when my credit card that was used for autopay on the account came up expired. I informed them that I didn't want to continue the service. I was told that if I did not update the card information that this would be sufficient to cancel the service. I then received multiple attempts to get new billing info. I called again and they said my service was not canceled and I would have to pay the prorated charges for the time that had elapsed. This came to $7.89. I didn't feel like making an issue of it so I agreed to pay. They again said they needed my updated credit card information. I was ADAMANT that they could verify that they would not charge me the entire amount for the one year update to the service. They assured me that this would not happen. They were only going to charge me the $7.89. I received a bill for the entire amount of $169.51 for the year. I had to call back a third time to get them to refund the difference of $161.62.Desired Settlement: I want a refund of the entire $169.51, as well as a check for an hour of my time. I charge $250/hour in my current business. That comes to $419.51.

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 contacted him as the credit card he had on file expired. He states he informed the representative that he did not want to continue with the service, but he then received multiple attempts to get new billing information. He states upon calling again, he was told the service was not canceled and he would need to pay $7.89 for the prorated charge. He states he received a bill for $169.51 for the year and had to call back to get a refund for the difference. He is requesting for the entire refund of $169.51 as will as a check for an hour of his time; which he stated would be $250.00 for a total of $419.51.

We determined that a call to cancel was made on May **, 2013. A transfer to the correct department would have been needed to complete this request. Notes on the account for this date state the call was disconnected. If a disconnection occurred before the transfer completed there would be no changes made to the account causing the service to remain active and billing to accrue. Service remained active until August **, 2013 and a refund of $161.62 for unused time was issued. We reached out to [redacted] and informed him that as a courtesy, we will issue the refund for the remaining $7.89 so he will receive the full refund from the $169.51 charge. We informed [redacted] that we do not compensate customers for the time spent on the phone regarding their accounts, but we advised him that should he decided to reactive service in the future that we would provide him with a promotional rate. 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: When originally signing up for Sirius I was assured that although I was providing a credit card number that I would recieve an email stating that my subscription renewal was coming up. However, although I do recieve emails often from Sirius regarding their "Don't miss out" specials coming on air I never recieved an email that my subscription renewal was coming up. Additionally I never received an email stating that my payment had been processed and I had successfully renewed my subscription for 2014.

A couple of months ago I called and spoke with a customer representative "[redacted]" and told him my concern. I asked for a letter of apology and a $30 credit to my credit card for my troubles. Yet, as of now I have never recieved a phone call, an email (other than their broadcast specials) or a letter apologizing for their "Backdoor" billing. A few days ago I sent a message to their customer service department and recieved an automated response that I would be contact within 24 to 48 hours. Yet still nothing.

I have checked online and there are many complaints regarding their billing practices.

And, for example I also have a Microsoft XBOX Live account. They always email me that my subscription in coming up and let me know how much it will be. They automatically bill my care and then email me a receipt for my purchase. This is only one example of automated billing I have with several accounts. I find it completely suspicious that Sirius Radio behave in this manner and make it necessary for me to involve a third party to resolve this issue.Desired Settlement: I want a letter of apology for their undermined billing practices and a subscription credit for 2015 of 40%.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to not receiving a renewal notice to inform him that his subscription was getting ready to renew. She stated she was charged for the renewal and when she contacted Listener Care she was informed that she would be given a $30.00 credit for her frustrations. She stated that she would like an apology as she never received an email before her renewal date.

A member of our Corporate Customer Relations Team reached out to [redacted] and we advised her of our Policies on the Automatic Renewal and advised her that she could monitor her online account for the upcoming renewals. We advised her that although this was not the fault of SiriusXM we would offer to place a $30.00 service credit on the account. [redacted] accepted this credit and she requested to change her payment method to invoice billing. As requested the payment method was changed and she was advised of the $2.00 invoice fee. Since 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,

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:

Regardless of their "Policy" I was quite clear that at the very least a reciept of my charge via email was expected. I additionally made it very clear that my payment method was to be billing invoice only and I would never agree to a $2.00 service charge because it is their fault I have to ask for a paper invoice.

They also did not mention that I requested they remove all of my credit card information from their systems.

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to not receiving an email prior to her renewal. She stated that she also does not agree to the $2.00 invoice fee and she will not pay this.

A member of our Corporate Customer Relations Team reached out to [redacted] and informed her as she was placed on invoice billing this would automatically remove all her credit card information. We advised her that all automatic renewals on a yearly subscription are suppose to receive a renewal notice before the subscription does renew. We are doing some further research to find out more about why she did not receive a renewal notice. We will continue to work with [redacted] and we have confirmed she is now covered through April 2015 and she has a $32.00 service credit on her account.

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: This is a copy of the complaint letter that we sent to Sirius back in January 2016. We haven't heard anything from them.

We purchased a 2012 Dodge Durango in February 2013. When we purchased it, we had a free 30 day trial. After that trial ran out, we decided to sign up for your service. My husband had purchased the Lifetime Subscription Plan when he first became a subscriber back in 2008. He decided to do the same for the vehicle that I drive, the Dodge Durango. We were not told at that time that the service is not transferrable, otherwise why would we spend $786.38 for 32 months of service? We just traded in that vehicle for a 2015 Dodge Durango, with a one year free trial. We called customer service to transfer the service from the old vehicle to the new one. At which time we were told that this was not an option. I told my husband that that was fine, we could set up new service on the vehicle and get credit for the lifetime subscription that we had on the old vehicle. Customer service again told us that this was not an option. I am very confused as to the fact that since 2008, my husband has paid $1843.56 to your company for three radios with service and you are not willing to transfer the service for a $75.00 fee OR give us any type of refund. Especially, considering the fact that customers are able to purchase your service for $48.00 a year. It makes no sense to us! We find it very hard to believe that you are not willing to work with loyal customers! Please advise us as to how you'd like to proceed with this issue at your earliest convenience.Desired Settlement: Since Sirius doesn't offer their lifetime subscription plan anymore, we would like to be given credit for all the money that we have paid to them for service that has not been used. If that is the case, we will gladly pay the monthly fee, within reason.

Business

Response:

March **, 2016 [redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted] account, it was found her complaint is regarding the transferability of her Lifetime Subscription. Per the terms and conditions of the SiriusXM Customer Agreement when the subscriptions were purchased, the transferability of a Lifetime Subscription depends upon whether it is associated with a home, portable, or dock & play Receiver, or whether it is associated with a Receiver installed by an automaker or an automotive dealer. A member of our Corporate Solutions team reached out to [redacted] to further discuss her concerns and we spoke with her husband. We reviewed the Terms and Conditions for his Lifetime subscription. When a Lifetime subscription is purchased for a vehicle, the subscription is non-transferable and non-refundable. We transferred his Lifetime subscription to their new vehicle, as a courtesy, and informed him that if this vehicle is traded in, the Lifetime Subscription will not be transferred again. Should [redacted] have any further questions or concerns, we ask that they 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 *)

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 renewed my subscription with Sirius XM using their online interface. I was quoted $199 for a one-year renewal. The interface asked me to enter my credit card information and press a button to process the payment. I read the entire screen and did as instructed. The payment was processed in the amount of $389.89. I immediately contacted the company's online chat system for help and they indicated that I had selected two options (Travel Link and Traffic) and thus the increased charge. I told the person on the chat that I specifically did NOT select those two options and that is why the cost of the package was $199 and not any higher. The person apologized and opened a ticket for a refund of the cost of these two services since I did NOT authorize them to be charged to my credit card. The person said that my refund would be $165.97. I said that subtracting the refund amount from my billed amount would still leave the total charge at $223.92, some $24.92 over the price I was quoted and authorized. The person indicated that after the refund, the breakdown of my charges would be $193 for the All Access Package, $16.27 for the music royalty charge, and $14.65 for taxes bringing the total purchase to $223.92. I noted to the chat person that none of these charges were disclosed to me before I authorize my credit card to be charged. I said that I recognized that they had to charge their users for taxes and the royalty fees, but they need to disclose these fees BEFORE I authorize my credit card to be charged. And on top of that, I said that it is deceitful and criminal to charge me for $165.97 in services that I clearly did NOT select, was NOT quoted on, and did NOT authorize to be charged to my credit card. The person said that they were sorry that I felt this way, but I was quick to tell them that this was not my "feeling" of what happened, but rather the reality of the situation - Sirius XM broke the law once when it illegally charged me for $165.97 for services I specifically did NOT want and a second time when they did not disclose the fees or taxes I would be forced to pay.Desired Settlement: The chat specialist did note that he was asking for a refund to be processed for the $165.97 in services that I did NOT authorize. When I asked when the refund would be processed, he indicated that it would take 7 - 10 days. When I asked why it took less than a second to process the illegal, unauthorized payment and possibly a week and a half to process the refund, the chat specialist couldn't respond. In addition to receiving my refund, I would like Sirius XM to stop being deceitful and charging their customers for charges that are NOT authorized. An apology would be nice, too. I'll be spreading the word about this illegal corporate activity via my [redacted], [redacted], and blog. Sure, combined this may not reach an incredible amount of people, but I'm confident that several thousand will know about my experience with these unauthorized charges.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a charge that went through on his credit card that he did not authorize. He stated he agreed to a 1-Year renewal for a total of $199.00 however he was charged a total of $389.89 and when he contacted Customer Service he was informed he was charged for the 1-Year subscription plus the Travel Link and Traffic. He was informed a refund of $165.97 would be issued back which he felt was wrong as he was informed he would only be charged $199.00 and now he is being informed of the taxes and fees. After reviewing the account and contacting him via email, we found that his account had been activated on a 1-Year plan with travel link and traffic and the service was paid from August **, 2012 through August **, 2013. As per the Terms and Conditions the account had automatically renewed on August **, 2013 charging the credit card for the same service as the year before which charged the credit card on file $389.89. According to the notes the customer contacted Customer Service that same day stating they had renewed for a 1-Year plan with no travel link or traffic but as the service was up for renewal the account had already renewed before the changes were made.

The service was downgraded to the 1-Year All Access subscription on August **, 2013 and a refund was issued for $165.97 on August **, 2013. The break down of charges for this subscription is $191.92 for the service, $16.18 for the Music Royalty Fee and $14.57 was charged for taxes for a total of $222.67. Currently the service is covered through August *, 2014 and there is a $30.92 service credit on the account to go toward the next renewal. 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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and though Sirius XM was unable to give further details about the system error that led them to illegally charge my credit card, I suppose that what they've provided is the best that they can offer. Until they illegally charge my credit card with unauthorized charges, this matter has been resolved.

Best regards,

Review: I spoke with a CSR on February **, 2014 to renew my subscription for two radios under my contract. My radio subscription would end the last day in February and my wife's radio would end the last day in April 2014. The CSR, renewed both subscriptions on the [redacted] of February, although my wife's was paid up until April **, 2014. I was informed by the CSR that they total charge to renew both radios up until February 2015 and April 2015 would be $149.10 total. I reiterated to the CSR that I did not want to receive html statements and to begin sending paper statements in addition to consistently re-enforcing that I did not want them to record my debit card/bank information so that I would be able to pay future bills by other means, however, the CSR did not record any notes of our conversation and did not make the necessary changes to my account. Also, I did not authorize Sirius XM or any representative of this company to upgrade either of my subscriptions to a premium plan, which I found out happened during my renewal call. I expeditiously asked the CSR to make the change, which she said she did, however once again, I found out that the change was not made nor the account updated when I checked my bank account today, April **, 2014, and found out that Sirius XM made an UNAUTHORIZED debit $198.02 from my account. I called into the business today and had the unfortunate issue of having to speak with two different people who tried to again explain to me about a premium subscription, which should have never been apart of my basic plans. I have asked for a full refund due to these issues and the second rep, Will ID#[redacted], said that he was in cancellations and would have my accounts cancelled per my request, but that I would not receive a full refund. There is a lack of customer service issues and unauthorized charging practices as well as professional behaviors. I cannot fathom how an unauthorized charge was made to my account, neither of the two CSRs I spoke to today could explain why there was an unauthorized charge to my account, and then tell me that because I didn't call the day the charge was made, but two days later, that I would still be charged for the two days and only receive a partial refund. I have been a patron of XM for over the last 8 years between my wife's plans and mine and since the merger there has been a lack of service delivery. I am no longer a patron, as of today, due to the issues above.Desired Settlement: I would like a full refund of $149.10 from the charges on February **, 2014 and a full refund for the unauthorized charges of $198.02 the week of March [redacted], 2014. I did not authorize the services nor the additional charges made or upgraded to.

Business

Response:

April **, 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 researching his account, it was found that his complaint regarding an unauthorized charge to his credit card on April **, 2014, resulted from the fact that service auto renewed for the annual subscription on his wife’s radio.

Upon reviewing account [redacted], the XM Select Annual subscription for radio Q0HG renewed on February **, 2014 and an invoice was sent for the $200.63 balance due. On February **, 2014, [redacted] contacted Customer Care and his subscription was changed to an XM Mostly Music Annual Subscription from February **, 2014 to February **, 2015 totaling $149.10. This balance was paid via credit card. On April **, 2014, service on radio P20T renewed for the XM Select Annual Subscription, per our terms and conditions, charging the card on file $198.02. On April **, 2014, both subscriptions were cancelled and a refund of $196.39 and $119.52 was issued on February **, 2014. A member of the Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but as we were unable to speak with him we were unable to address his concerns. Currently there are no active units on the account and we see the refund for unused time was issued back to the credit card that was charged. 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.

Review: I subscribed to Sirius XM for one station and one station only...which is the 40's on 4 (big band swing music)...March [redacted]they advertised on their facebook page that they would be replacing the 40s channel with Billy Joel until JUNE **!!!!!!!!!! Now to me, thats a LONG time without my favorite music I pay Sirius XM to play. They have GOT to have other open stations for this artist, he has nothing to do with the big band era, why not put him where he would be more welcomed? I am cancelling my account if this isnt fixed fairly soon. From the looks of it, it seems numerous other Sirius customers have already cancelled. Or are seriously upset. Ive been a loyal customer since 2010, and longer through Dish Network Sirius channels. You can not treat loyal paying customers like this, there is no other BIG BAND SWING channel...you have numerous pop, rock, rap, country stations, but you take away the ONE big band channel. Shame on you SiriusXM. Fix it.Desired Settlement: PUT THE 40's on 4 Back and move Billy Joel elsewhere!

Business

Response:

April **, 2014

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 review her account, it was found that the complaint is in regards to the recent channel change involving channel 40s on 4.

A member of our Corporate Customer Relations team spoke with [redacted] and informed her SiriusXM has launched The Billy Joel Channel that will pre-empt the 40s on 4 until June **, 2014. Regular programming for the 40s on 4 will return to satellite radio on June **. We would like to advise her that we can also suspend her service until the regular programming returns. 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.

I had a 3 month trial with my new truck, when it was over I called to cancel it. They offered me a promotion for a small fee for 6 months. At that point I went ahead and used my debit card to make that 1 payment. I never authorized the company to "save" my card information for future billings. When I contactes them today they made me sound a like joke, wondering how I didnt notice the past charges. They then told me that I authorized them to do this, when I know in reality I did not. When asked for the recording of me authorizing they placed me on hold and came back stating they will refund the last charge to my account. Not only did they save my card info they charged me without my consent. It took me 3 other people to get a supervisor to speak to and she finally gave me a refund but not without a fight. This is the worst service I have ever received and I hope they dont pull this trickery on other families.