Sirius XM Radio

Review: Called customer service April **,2015 to cancel subscription after being notified of loss of job as of May *,2015 and the person on the phone tried to retain me by offering discounts which I refused 6-7 times. He finally relented and said my subscription would run out in June. 2015. On 6/**/2015, I noticed a charge on my debit card of $365 that was not authorized. I called Sirius and they said it was my fault that I had hung up prematurely and that it was not their fault. I was flabbergasted to hear that it was my fault. Now I had been a good subscriber for a number of years and felt that no matter what happened, the customer should not be made to feel that they were wrong for choosing to hang up the phone after spending 20 minuted listening to their "retention" talk. I was losing my job in one week and I repeated that numerous times during the conversation, so there was no confusion of my intent to cancel. I chatted online to someone (who also didn't care) who insisted that I was in the wrong and they had the call transcripts. I asked for copies and was told that they would be e-mailed to me, my money would be refunded in 3-5 business days (unacceptable). I am waiting patiently for response from Sirius XM, and I can tell you by my experience so far, I am not expected to come out even, after all the time and effort spent resolving an issue that should have never occurred. This is theft of monies. They have digital proof of my cancel request on the call log from 4/**/2015 and I want copies to show it.Desired Settlement: 1. I want Sirius to take out a billboard, digital and paper advertising explaining their business practices so that hard working consumers don't have to ask for stolen money to be credited to their accounts, and any overdraft charges due to their theft of monies,

2. I want 3 times the damages for time and expenses used during my ordeal to fix their theft of money,

3. If these cannot be done voluntarily, I would like to start a class action suit addressing illegal business practices, and damages paid to all claimants.

Business

Response:

June **, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request that was not honored as he informed that he did not stay on the line to continue the cancellation. He is very upset and wants to speak with someone to address these concerns.A member of our Corporate Customer Relations team reached out to [redacted] and advised him of our cancellation process. He requested to have the call pulled as he feels that he waited on the line in order to cancel his subscription. We did review the call and found that [redacted] requested to speak with a manager and then stated he would call back tomorrow to have a manager cancel his subscription. As there were no other notes until June **, 2015 the service continued to renew per the Terms and Conditions. Should [redacted] request a transcript of notes a subpoena would need to be provided. 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 contactinformation 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: Cary H. S[redacted] Attention: Customer Care [redacted] Sincerely, CharleneG[redacted]SiriusXM Corporate Customer Relations Team###-###-####(Option 3)

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 company has not been transparent with me, they refuse to offer a free copy of the original recording of the first attempt to cancel my subscription. They are forcing me to subpoena the recording because they are hiding the TRUTH of what transpired. I did say I would call back, only after REPEATED REQUESTS to cancel my subscription. I feel that as a customer in good standing for 9 years should be able to say "cancel my subscription" and the request should be honored, not IGNORED, as the SiriusXM representative proceeded to do after I repeatedly told him I lost my job and no longer could afford any and all subscriptions. This is a consumer rights issue that needs to be addressed right here and right now, not when SiriusXM feels it is appropriate. My account was fraudulently debited and I, as an unemployed consumer, feel my rights are being violated and I am now considering a class action suit, concerning these unfair business practices which allow these large companies to skirt the law. They are refusing my request for the second transcript, even though they have a web portal for customer service that has buttons, one of which is supposed to send copy of transcript to my e-mail. No such transcript was sent. If they have a button, which is supposed to give the customer peace of mind on what conversation took place, why doesn't it work? What is it there for?Sirius tried to bribe me with free subscription, free radio, which I declined.What are consumer protection laws for, if large corporations don't abide by them? SiriusXM has a long way to go on customer service. I recall a company named [redacted] who had to change their name to [redacted].

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

Sincerely,

Business

Response:

July **, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s rejection is in regards to requesting a copy of the transcripts from a phone call on April **, 2015. First we would like to inform [redacted] that during the Cancellation Process agents may provide special service offers to save our subscribers. As [redacted] requested to speak with a manager and there was no one immediately available he stated that he would phone back tomorrow to have a manager cancel his subscription. There were no other cancellation requests made until June **, 2015 so the service continued per the Terms and Conditions. In regards to the phone call being provided to [redacted], we have already advised him that in order to receive any ranscripts of the call, we would need to be provided with a subpoena. This is not a ploy for SiriusXM to hide any truths, as it is not our policy to review calls with our subscribers. A full refund has been issued to [redacted] and there is no further action to be taken. 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: Cary H. S[redacted] Attention: Customer Care [redacted] Sincerely, Charlene G[redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

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 becar Here]

They refuse to admit guilt knowing they have the transcripts to prove it.

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

Sincerely,

Review: Sirius raised the price of their yearly subscription services over 150% from 2012 to 2014 ($80 per year in 2012, to $200 per year in 2013, to $237 per year in 2014). I am okay with prices being raised to reflect changes in the market/economy, but these increases were automatically charged to my credit card on file without any form of contact. I feel that this is a predatory business process that should not be allowed to continue.Desired Settlement: I would appreciate a refund of the difference between the agreed upon price, and the price charged (~$270).

Business

Response:

June **, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [redacted], [redacted]Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf. After researching his complaint, it was found that [redacted]’s complaint was regarding the increase in his pricing over two (2) years. [redacted]’s price increased as a result of a promotional package ending as well as SiriusXM adjusting its base rate. Customers are advised via [redacted] and email prior to price adjustments. Customers are also notified prior to renewals, for subscriptions on annual packages or greater. On August *, 2012, [redacted] purchased an annual subscription at promotional price. At the end of this promotional term, the subscription automatically renews to full price which billed on a yearly basis. On March **, 2013, [redacted] contacted us requesting to add an Internet Radio subscription to his annual audio subscription. On August *, 2013, the audio and Internet subscriptions automatically renewed for the service period from August *, 2013 to July **, 2014, to align with his billing cycle, charging the credit card on file a prorated amount of $212.09. On July **, 2014, the subscriptions automatically renewed once again for the service period from July **, 2014 to July **, 2015, charging the card on file $237.81A member of our Corporate Customer Relations team spoke with [redacted] and addressed his concerns by reviewing his subscriptions and their automatic renewal per the terms and conditions in the Customer Agreement. We explained that the promotional rate pricing is intended for one-time use and customers are also notified prior to renewals on annual packages or greater. We offered to continue his subscription at a discounted rate, for one additional term, but he rejected our offer requesting for one year of All Access service at no cost. Our offer to provide [redacted] with an annual All Access subscription at a half price promotional rate for his device remains available, should he wish to accept it. We believe that we have made an appropriate offer to [redacted], 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.To: [redacted]Attention: Customer Care[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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:

Sirius XM will continue their predatory business practices. I am unable to cancel my subscription without calling them in person (so they can try and talk me out of it), but they will not call me in person to let me know my subscription is automatically renewing at over 3 times the agreed upon price. Sirius should not be allowed to automatically charge their customers without approval for each transaction. Their proposal to sign me up again under a current promotion is not a resolution, it is a band aid that will allow them to continue duping their customers.

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

Sincerely,

Business

Response:

July *, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [redacted], [redacted]Hello Mediator, [redacted] states his complaint has not been resolved as he states he is unable to cancel his subscription without calling and SiriusXM should not be allowed to automatically charge customers without approval. He stated our offer to provide him with another promotion is a band aid that will allow us to continue duping customers.We contacted [redacted] to address his concerns; however, he stated he does not want any further offers or contact from SiriusXM. Auto renewal is the current business practice for SiriusXM; while we understand [redacted]’s desire to have this process changed we have no current plan to update SiriusXM’s Terms & Conditions. 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. All our subscriptions renew automatically and are billed to the credit card on file, unless set-up otherwise. Automatic renewal notifications, for subscriptions on an annual term or higher, are sent out 30 days prior to the renewal date. A FDD (Future Deactivation Date) was set for July **, 2015 to prevent auto renewal. We have updated [redacted]’s account with his Do Not Contact request, to include mail and email as well. While we make every effort to honor his request as soon as possible, please allow 3-5 business days for email and up to 30 days for mail requests to completely update in all of our systems. Also, Do Not Mail requests expire 3 years from the date of request. 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: Customer Care[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

I called to get a signal to my truck and the customer service rep told me they had a deal for me if I upgraded t ok internet radio I would get a radio free I told them I had to talk to my wife and I would call back the next day they said ok. So I call back and they tell me it was a one time deal and I would have to pay the full price of $10 and I wounld not get the free radio.so they wanted me to pay $5 more and no radio what a scam

Unethical and unprofessional business practices. The company is great until you want to cancel your subscription. When I decided to cancel one of my THREE subscriptions, I contacted their call center. Each time I reached an agent and explained that I wanted to cancel my service, they would immediately hang up the phone on me. I had three different representatives hang up on me. Only when I reached the forth agent did I get service. The only way I got her to pull up my account without hanging up immediately, was by tricking her into thinking I was trying to update my account. Once she validated my identity and account information, I asked her to cancel. That through her for a loop and she paused. Then the agent had the audacity to explain that she would cancel but first I'd have to be put on hold for several minutes so she could "get permission"!!! Are you kidding me? But first she tried to convince me to keep the subscription and transfer it to another device. I understand that this company wants to retain customers but this is crazy. You cannot harass and evade customers simply trying to cancel a service. I have been a loyal and happy customer for over a decade. This experience has completely ruined my perception of the company. This behavior is completely unacceptable. Shame on you if you are coaching your call center agents on this despicable behavior.

Review: I have had this service for years in my 2006 Jeep Commander with no issues. About 3-4 weeks ago the service started saying no signal most of the time and I couldn't get to listen to much music. I talked to an associate online and she told me how to reprogram the radio. I did so and it didn't help. I called customer service and told them if they can't get it to work I would cancel. They offered to send me a device for my car that would work. They didn't tell me that I would have to pay for the installation of this device. I believe that since this isn't my issue they not only should have made me aware that I would have to pay for the installation but the should have to pay for the installation since it is an issue on their end.Desired Settlement: They can credit me the amount it will cost to have this device installed or pay for it themselves.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an issue she is having with her equipment as she is not able to get a signal to listen to the programming. She stated she contacted Customer Service to cancel her account and she was offered a receiver that would work but she was not aware she had to pay for the installation of this equipment. She would like this amount credited to her account as she did not agree to an installation charge. After reviewing the account and contacting her, we verified that we did send her complimentary equipment and we explained that SiriusXM does not cover the cost to have equipment professionally installed as that decision would be left up to the customer.

We did explain how to install the equipment we sent her and we informed [redacted] that this information could also be found on [redacted]. We acknowledged that as she had been without service for the last few weeks we have placed a service credit of $10.00 on her account to cover the time she had lost. We asked [redacted] to contact us once she installs the equipment so we could active the new service and waive the $15.00 transfer fee. [redacted] had released the call as she stated she was being screamed at so no action was taken to her service other then the $10.00 service credit. Currently the receiver is still active on her account so we would like to inform her that if she does not call to transfer the service she will continue to be charged for the faulty receiver unless she calls to cancel the subscription. Since this issue has been addressed we have closed this complaint as resolved.

Review: My husband and I have had Sirius XM in the past but both of our radios were turned off because we didn't want to keep paying on them. We called Sirius XM to see what pricing we could get for radios for both of our vehicles. They gave us a promotion for both radios for 5 months for $28.22 for each radio. My husband gave them his credit card to charge for this promotion and told them to remove my credit card from their file that they already had. They charged his card for the 56.44 but they also charged my card that they were not authorized to charge twice for 28.22. We called Sirius to tell them that they did not have authorization to charge this card and they agreed to refund the 2 charges of $28.22. After multiple days past, they did not refund the card so my husband called back on 8/*/13. He spoke with a manager who said that he would refund both credit cards and for our trouble would give us free service for 5 months. I looked at my bill today and they charged it again! So again we call Sirius XM to tell them to just cancel everything and we don't even want the promotion but that they need to credit us back for all the charges. Each one of these calls was for over 45 mins. The last call, the person we spoke with said the refunds were already processed and were going to be on both of our cards within 3-5 business days. Then changed her story and said that she was going to send us a check for the refund amount and then said she couldn't refund the amount. Frustrated we asked to speak with a manager and we were told that we weren't able to do so. My husband told her that if we don't speak with a manager that we would dispute all charges to our credit card (which we did, still waiting for an outcome on this), and report them to the Revdex.com. She still refused to let us speak with a manager and hung up on him.Desired Settlement: After spending over 2.5 hours trying to get this remedied, I believe they owe us for the charges that we were initially told we we going to get a refund for and they should honor the free service that we were promised by their manager for at least 6 months, if not longer for wasting so much of our time.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint relates to a billing issue she is having with her account. She signed up for a 5-month subscription for $28.22 on two receivers and her husband’s credit card number had been provided to pay for the service. She states that his credit card was charged $56.44 and her credit card was charged $28.22 twice so she would like to be refunded all charges and to have her services closed due to all the inconvenience she has gone through. After reviewing the account and speaking with [redacted]’s we found that the account had been consolidated as they had two separate accounts and a 5-month promotional deal was offered for both receivers. [redacted]s stated he informed the agent that he wanted the credit cards removed and he later found out that both credit cards had been charged.

We have informed [redacted]s that a refund has been requested in the amount of $56.22 and we show that this check was sent on August *, 2013. There was a second refund request submitted on August *, 2013 in the amount of $54.78 and this will also be issued via check as the credit card information has been removed from the account. We have informed [redacted]s that this refund process can take 3-4 weeks and we have waived the balance for the 5-month promotions for all the inconvenience. As the account has been set to invoice billing there may be an invoice being sent out with a balance but we have informed him he can disregard as this balance has been cleared. [redacted]s has our contact number should he have any further questions or concerns.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on **. [redacted]’s behalf. **. [redacted]’s rejection is in regards to an email she has received informing her that she would have to contact Customer Service to cancel her subscription when she was informed an end date had already been set. She is upset that she is being informed of one thing and then being informed of something else, she feels as though SiriusXM is not sticking to their word. After reviewing the account and trying to contact **. [redacted]’s several times via email and phone we found that both receivers were placed on a 6-month plan which will run from August *, 2013 through February *, 2013 and the balance was cleared for both subscriptions.

There is an end date set so both receivers will close on February *, 2014. If **. [redacted]s does decide to continue with the service she would have to contact us to remove the Cancellation request or the service will automatically close at that time. We also see that both refunds have been issued via check and we would like to remind **. [redacted]s that this process can take 3-4 weeks from the date the check refund has been requested. 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,

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:

Radio ID: [redacted] ([redacted]) and Radio ID: [redacted] (EOS) are setup on our introductory rate of 6 months for $24.99 plus additional fees and taxes. Please disregard the invoice total of ($56.22) as this balance has been removed from your account. As requested, both radios are scheduled to deactivate on 02/**/14. Please note that you are responsible to contact SiriusXM customer service before said date to avoid interruption in services

Review: Sirius XM automatically renewed my subscription with no notification to me beforehand. This caused a charge of $101.00 to be placed in my checking account via my debit card. As a result, my account was overdrawn and I incurred several fees.Desired Settlement: Refund all monies charged plus reimbursement for bank fees. I would like a refund in the amount of $150

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint is in regards to the charges associated with the automatic renewal of her semi-annual subscription per the Terms and Conditions.

Per the terms of the Customer Agreement with our subscribers, the Subscription continues on the plan selected for the length of the initial billing period and at the end of that period it will automatically renew for additional prepaid periods at the rates in effect at the time of each renewal. The subscriber must call us to cancel their subscription, which they may do at any time.

We corresponded with [redacted] via email. We confirmed that her subscription was cancelled on May **, 2014 and a refund of $101.18 was issued on May **, 2014. We explained to [redacted] that the original charge was from a renewal on a subscription and no OD fees will be refunded as auto renewal is our policy. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

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:

[Your Answer Here]

I never received a letter or email notifying me of auto renewal as they claim.

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 rejected our response but did not comment as to why she did not agree with the answer. Her complaint was in regards to an Automatic Renewal that caused several overdraft fees that she wanted refunded.

A member of our Corporate Customer Relations team reached out to [redacted] several times via phone and email to discuss her concerns. She phoned back and informed another team member that she wanted all contact to stop. [redacted] also sent an email requesting that all contact stop as she feels she is being harassed. We again would like to inform [redacted] that according to our records she was aware of the Automatic Renewal due to an email she was sent which explained her subscription would renew. As there was no cancellation request her service renewed per the Terms and Conditions and where she was charged overdraft fees SiriusXM is not responsible for these charges. As there is no further action to take and where [redacted] does not want to communicate with us 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.

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 just received a caller-ID Masked phone call from SXM. I do not appreciate the business practice of using CID masking to prevent the 800 or 866 phone number from showing up on my phone. If you wan't to have somne legitimacy, do what go-daddy does and call using your local area code if nothing else. I mean really. If I wanted to deal with you, I'd call you.

Review: In March 2006 I purchased Sirius Radio with a lifetime membership. I contacted Sirius Radio on 7/**/13 to have my Sirius Radio transferred to my vehicle I was told I could not do this because my vehicle was not considered a mobile device. I then had to purchase a new receiver, I was told I had to pay $29.99 for the receiver and pay for one month of membership at $15.99 and then the following month call to cancel and advise Sirius radio that I had a lifetime membership and they would change it back over to my lifetime membership. I did not agree but they were not able to explain to me why I had to pay one month of membership if I was a lifetime member. I then received the receiver and called to activate the receiver, I was then told I had to pay a $75.00 activation fee for the receiver. I tried explaining that I had a lifetime membership. They then told me that I had to pay a $75.00 deactivation fee and a $75.00 activation fee, to cancel the new membership and transfer the lifetime membership to the new receiver due to purchasing a discounted receiver priced at $29.99 + SH fees. Then I was told that if I was not happy with that , that I could return the receiver and purchase a receiver for $139.99 + SH without a 1 year membership but reminded them that I was a lifetime member and that did not make any sense to me. I was given wrong information when I purchased the receiver.Desired Settlement: I would like to keep the receiver I received and have the receiver activated under my lifetime membership without being charged any fees.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint relates to a Lifetime subscription that he has tried to transfer to another receiver. He stated that in July 2013 he contacted Customer Service to transfer his service and he was informed this could not be done as the receiver was not a mobile device. He stated he purchased a new receiver and then was informed of a $75.00 transfer fee. He would like this issue looked into as he was never informed of any of these Terms and Conditions. After reviewing the account and contacting him, we found that the Lifetime subscription was activated in 2006 and at that time, a subscription could be transferred up to three times for a $75.00 transfer fee.

As a gesture of good will we have transferred the new Dock and Play receiver and we have waived the $75.00 transfer fee. We informed [redacted] that this subscription can be transferred two more times to another Dock and Play receiver for $75.00 or it can be swapped one time to an in-dash receiver for a vehicle for a $75.00 fee. He does have our contact number should he have any further questions or concerns.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: I renewed my service on a 2013 Ford Explorer with Siriusfm on May *,2014. I mailed a check for the price sent to me. On May ** I received a call from Siriusfm stating that my account was not paid. I got a copy of the check front and back and faxed it to them 5-**-14. I was told to give them some time to correct this mistake and call back. On 6-**-14 I called back spoke with a [redacted] and was told it would be corrected. I sold this vehicle 10-**-14 and called 10-**-15 to cancel the service. I was still told they had never received the payment. Again I spoke with a [redacted] #[redacted] at Siriusfm and was told again that someone would contact me. Please help with getting this matter corrected. I have exhausted all options. I was given a reference number of [redacted]. I do still have the copies of the check if needed.Desired Settlement: Credit for account paid with 6 month refund for cancelled service.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a phone call she received informing her that her subscription was past due. She stated that she sent a check in May 2014 and received a copy of the check from the bank showing it was cashed. She has recently sold the vehicle and would like to be refunded for the unused amount however she is still being informed no payment was received. She would like this resolved as she sent in a copy of the check showing the payment was taken.

A member of our Corporate Customer Relations Team reached out to [redacted] and advised her that her payment was located and was applied to her account. A refund of $211.32 was requested via check and we advised her of the 10-14 business days that this process will take. [redacted] was satisfied with the information and happy that her payment was finally located.

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: The The A La Carte channel selector system is currently unavailable. Please try back later, error for about a month. I want to ADD SVCS. channel #19, why does SiriusXM hate Elvis and [redacted]?Desired Settlement: have your worthless IT staff, reboot the server or restart the service...

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the A La Carte subscription where he has been trying to add channel 19 to his selections but the system is showing unavailable. After reviewing the account and contacting him, we found [redacted] was activated on a Monthly A La Carte subscription and with this service the customer has to login to the website with their username and password and choose the channels they want in their package.

We spoke with [redacted] and advised him on how to make these channel changes, he phoned us back the following day to confirm his issue has been resolved and he was able to pick the channels he wanted to listen too. 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

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

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.

Review: A Sirius radio came built into my VW car. In August 2012, my car was in a major car accident. I called up Sirius at that time to terminate my account as I did not know if I would get the car back or not. The customer advisor convinced me to suspend the account and not terminate it (yes, first mistake on my part) as it would "save me a reactivation fee". He failed to inform me that Sirius will reactivate my account from "suspend" mode automatically unless I called back to cancel the account. I was led to believe that the account would remain suspended until I chose to reactivate it by calling them back. Well, my car was deemed "totalled" be Geico shortly after the accident and the radio was lost with the car. Sirius, without providing any notification (they have my email address), reactivated my account in January 2013 and began charging me $51 every quarter. The last one was in September 2013. I did not authorize the account to reactivate and was not told that it would reactivate automatically! Unfortunately, I just noticed these charges. I called Sirius up and explained my situation. They said that they would refund my September 2013 charge, but not the charges made in January 2013, April 2013 and June 2013. I feel like I've been scammed! A reputable company would at least send an email saying that the account was reactivating from "suspend" mode or something to alert the consumer that the charges will resume. From the attitude of the "customer care" agent, I doubt I will ever see a refund but I leave a little hope that they will do the right thing here and earn back my business.Desired Settlement: A full refund of the charges made in January 2013, April 2013 and June 2013. Also, Sirius needs to incorporate a notification in their "account suspend" process to notify customers when the account will change from suspended to active.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request he made in August 2013 as his vehicle was in a major car accident. He stated he was informed by Customer Service that we could place his account on a suspended hold to avoid paying a reactivation in the future. He accepted this but was never informed the service would automatically reactivate after a certain amount of time and because he never called to reactivate his service did turn back on in January 2013 and he was charged for 4-Quarterly renewals. He received the September charge but he is requesting to be refunded the $51.00 for the charges in January, April and June 2013. After reviewing the account and contacting him, we found there were notes on the account stating the customer accepted the temporary hold and it shows that a reactivation was requested for October *, 2012.

As a courtesy we have requested a refund for the other charges as [redacted] stated he was never informed of the reactivation or he would have called to cancel the subscription. A refund of $154.05 was requested and we informed [redacted] the refund process can take 3-5 business days to issue the credit. Currently the account is closed and there is a $0.00 balance so we have closed this complaint as resolved as the issue has been addressed.

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

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: renewed my account and I did not authorize and will not credit my accountDesired Settlement: refund my money and close my account

Business

Response:

[redacted]

Re: Revdex.com Complaint ID [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 his account, it was found that his complaint is in regards to the charges associated with the automatic renewal of his quarterly subscription per the Terms and Conditions.

A member of our Corporate Customer Relations team reached out to [redacted] to close out this complaint by explaining our renewal terms which are also provided on our website, [redacted]. We confirmed that his subscription has been cancelled and a refund of $80.11 was issued back to the credit card on file. 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]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUS XM Radio Inc.

Sincerely,

Review: I canceled my subscription 8/**/2015 (recorded the conversation). They continued to bill me on 8/**/15. Disputed the charge with my credit card company and charges were reversed 9/*/2015. Sirius has now charged my credit card again 9/**/15. Tried calling but wait time too long. It's nearly impossible to cancel an account with them, and they have a monopoly so no other choices. I see from other complaints I'm not the only one.Desired Settlement: Want my subscription canceled and $17.07 refunded to my card.

Business

Response:

September **, 2015 [redacted]

[redacted]Re: Revdex.com Complaint [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 his account, [redacted] complaint is in regards to being charged $17.07 after cancelling his subscription. A member of our Corporate Customer Relations team reached out to [redacted] to discuss his concerns. We apologized that his subscription was not canceled on August **, 2015 when he requested. We informed him that we have cancelled his monthly subscription and issued a refund for the $17.07 that was charged on September **, 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.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]

[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (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: I have been a subscriber to siriusxm.com for many years, via satellite radio in my vehicles. Periodically, Sirius pre-empts the scheduled programming on a channel for specialty programming--such as holiday music. Those schedule changes are always announced in advance on the channel and provide listeners notice of when the change will take effect and for how long. Last week, one of the specialty channels, '40's on 4, changed its format with no warning and no information about when it would be restored back to 1940's music. I placed several calls to customer service but the telephone technicians are not able to provide any information other than the music programming has changed to Billy Joel music and that the 1940's music will return in June **. I don't subscribe to paid music to listen to pop and rock hits that I can get for free on the radio. I subscribe so that I can pay for quality specialty programming. Not only did Sirius not notify listeners of this change on the affected channel as they have done in the past (thereby depriving me of an opportunity to cancel my subscription BEFORE I lost music I wanted) but now they will not retroactively cancel subscriptions so that I can pursue their specialty music via other providers. I feel that Sirius fraudulently and intentionally failed to announce the programming change so that listeners could not cancel their subscriptions prior to the change taking affect. I understand that Sirius has the right to change their programming any time they wish--but they should provide notice so that listeners who pay for content have the opportunity to cancel if the programming changes do not meet my listening needs. I would prefer that Sirius bring back the 1940's music immediately--on any channel--and immediately return the programming to the programming that was available when I paid for it. But if not then they should make reasonable retroactive refunds to all customers who are unhappy with the change in program content. I called again today and spoke with [redacted] who would not put me through to a supervisor even though I asked to speak with a [redacted] three separate times. The best outcome [redacted] would give me is "suspending" my account until June **when the 1940's music returns and applying a credit to the subscription fees for the time period when the 1940's music is unavailable. But [redacted] indicated that they did not think I would be able to view the account credit on my online account--so I have no way of checking that they are delivering on this promise. I tried to remove my debit card from my online account so that I know that my account will not be debited again and I cannot remove my payment method. [redacted] told me that they will only cancel real-time but they deprived me of the opportunity to cancel real-time before I lost programming that I am paying for.Desired Settlement: First, I would like the 1940's programming to b returned. If SiriusXm is not willing to do this, then I would like a refund of my prorated subscription fees retroactive to the date the 1940's content was removed, which was March [redacted], 2014. I would also really like Sirius to consider putting into place a far better system of customer service. If I had reached someone at any point in this process who was able to listen to my concerns and elevate it to a [redacted], if anyone had seemed to care at all that I'm unhappy with the quality of the service that I've been provided, then I would not be making a complaint against this business. I don't understand how no supervisor is available to manage customer complaints.

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.

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. We thanked her for her feedback and informed her that 40s on 4 is still available on SiriusXM Internet Radio Channel 4 and on our mobile apps in the Pop category. Regular programming for the 40s on 4 will return to satellite radio on June **. We would like to advise [redacted] 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] De [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUS XM Radio Inc.

Review: On March **,2014 $108.26 was drafted from my checking account as soon as I realized it on friday I called Sirius XM to inquire about it they told me my old subscription was up and it was automatic renewal which was not metioned to me when I originally signed up for it I was told that Sirius XM would either email or mail me somethimg when it was time so I could cancel or continue which didnt happen so theysaid they'd refund me but it would take 5-7 days so I then explained that I was going to get over draft fees with my bank the gentlemen told me they have a thing with banks that if something like this does happen they can figure that all out with the bank mind you I called 3 different times on Friday and was told the same thing I called again today because the money still is not back in my account and a gentleman I spoke to today said that I need to fax over a copy of my bank statements to prove my overdraft fees are real which I was not told that all three times when I called Friday so not only as of today March **, 2014 my $108.26 nor my overdraft fees back in my account and beacause I was not told until today I have to wait another 5-7 days so unfortunately my bank is almost negative $400 because I got hit with $175 in overages I have other bills that need to be paid so when I get paid this Friday I will be unable to pay them also because I have to pay the $400 my account is negative until I get refunded all of my moneyDesired Settlement: I would like for all my overdraft fees to be paid and put back into my account ASAP like I was told would happen along with the $108.26 also so I can pay all my other bills and my account will no longer be negative I cannot afford to wait any longer and I cannot afford to get hit with even more overdraft fees if the money is it in my account before this Friday March **,2014

Business

Response:

March [redacted], 2014

Re: Revdex.com Complaint ID [redacted], [redacted] A [redacted]

Hello [redacted],

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching her account, it was found that her complaint is in regards to an automatic renewal that charged the credit card $108.26 for a semi annual subscription.

On September **2013, [redacted] signed up for a six month promotional subscription paid for the service via credit card. As per the Terms and Conditions an account will continue to renew until the customer calls to cancel and as there was no contact made the service had renewed on March **, 2013 charging the credit card on file $108.26 for the renewal.

We reached out to [redacted] and explained that service auto renewed per our Terms and Conditions. We confirmed with her that she was refunded the $108.26 and advised her that as her subscription renewed due to policy, we will not be refunding any overdraft fees. [redacted] states she was told to send in her banking statement and was promised her OD fees. We explained that we would request for the statement to be sent so we could review all aspects of her complaint and as we have stated, the original charge was from a renewal on a subscription and no OD fees will be refunded as auto renewal is our policy.

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:they refused to refund me my od fees they are supposedly pulling the call so they can listen to it and hear that their employees did indeed say I would be refunded as long providing proff which I did they are a horrible company and have horrible customer service

[Your Answer Here]

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], [redacted] A [redacted]

Hello [redacted],

[redacted] states that her complaint has not been resolved as she states she was informed that she would be refunded.

A member of our [redacted] team spoke with [redacted] and informed her that our review of the call did not indicate that she was told she would receive a refund for overdraft fees as she claimed. [redacted] requested to listen to the call with us, but we advised her that it is not our policy to review calls with our subscribers. At that point, [redacted] stated she will not argue the point any longer and disconnected the call. As her subscription renewed due to policy, we will not be refunding any overdraft fees. Since this issue has been addressed 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 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:

[Your Answer Here]

I adked to hear the call myself because I know whatvi was told but they are insistent and I am getting nowhere I am still very unhappy but doesnt look like they are going to budge

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

Sincerely,

Review: Back in 2001 I signed up a the life time membership to Sirius.In 2011 the radio I had pruchased to listen to Sirius broke. At that time I was also purchasing a new vehicle that had a Satelite radio in the car.I called to have the service switched to my Jeep. Is cost me $79.00 to make the transfer. I purchased a new vehicle 3 weeks ago and called Sirius to have my subscription transfered to the new car. I was told that I could not do that and that with life time subscriptions service could not be transfered. I first spoke to a customer service rep and than with his supervisor. I explained that if I had been told that I am not allowed to transfer service from vehicle to vehicle I would have bought a serperate adapter. I thought I just had to pay a $79 transfer fee. I was given miss information. I was told that there was nothing that they could do about it. I dont think it is fair that I have to pay again for what I thought I had paid for, because of the error made by their employee.Desired Settlement: I would like this matter resoved by Sirius transfering over my subscription to my new car.

Business

Response:

November

3, 2015The

Revdex.com Serving Metropolitan New YorkMediator30 East 33rd Street

– 12th Floor New York, NY 10016Re:

Revdex.com Complaint [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 and have researched his account. [redacted] complaint regarding the

transfer of his Lifetime Subscription to his new vehicle resulted from the

Customer Agreement terms and conditions which state that Lifetime subscriptions

for receivers installed in vehicles are non-transferable and

non-refundable. A member of our Corporate Solutions team reached out to [redacted]

and 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

his new vehicle, as a courtesy, and informed him that if this vehicle is traded

in, the Lifetime Subscription will not be transferred again. We explained that there will now be channel lineup differences as the

radio in his new vehicle is on a different platform. At [redacted] request, we upgraded his

Select subscription to a Premier Subscription and an invoice will be sent for

$113.90 difference. We also waived the

$75.00 swap fee for the Lifetime transfer as a onetime courtesy. Should [redacted] have any further

questions or concerns, we ask that he contact us utilizing our contact

information below.SiriusXM values each customer and is

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

concerns. If you’d like to contact us

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

Radio Inc. [redacted]

[redacted] Sincerely,Geraldine

R[redacted]

Review: I filed a complaint a few years ago because I was receiving invoices, calls, and emails regarding someone else's account ([redacted]). I purchased a system for him in 2009 and in early 2011, I asked to have my name taken off the account as well as my credit card and gave his information since I was no longer living/together with him. Every 3 months when he did not pay his bill, I would receive the shut off notices via mail, phone, email. I would always clarify the information and was told it would be resolved. It got even more complicated in late 2011 when I purchased a system for myself. I would continue to get the calls, mail, emails and I would always question if it was MY account or HIS account. My account was always showing in good standings and they could never understand why I was still referenced with his account.

The issue was FINALLY resolved the summer of 2013 and I was credited 1 year of free service. Since I had purchased 1 full year of service in December of 2012, I assumed my free year would start in December of 2013 and carry forward to December 2014. During the summer of 2014, I received a phone call saying my account was up and service would be terminated. I was confused since I still had 6 months to go. The customer service representative told me that the free year started in the summer of 2013 (when I filed the complaint with the Revdex.com) and so I was upset because then by all accounts, I should have 6 months of service that I paid for still credited to my account OR I should have been refunded HALF of what I paid for in December of 2012. She told me at that time that I was correct and I would have 6 more months of service at no charge PLUS 6 months credited for the continual inconvenience.

So that takes us up to current. I should have free service until the summer of 2015. However, my service was abruptly terminated this morning. The message on my radio was showing to contact an [redacted] number for subscription. I accessed my account online and it showed I had a previous balance of $101.62 and a credit from 2/**/15-7/**/15 of $75.85, so I owed $25.77. Not understanding what any of this meant and wanting my radio turned back on, I paid it. But then after I thought about it, I should have absolutely NO BALANCE DUE!!

So I spoke with a customer representative agent online who said I needed to call an [redacted] number which I did. In calling the number, it told me I had a balance of $70 some dollars remaining due by 3/**/15. When I talked to the representative, she told me that I was paying for services 7/**/15 and beyond. Why am I paying for services at all? Let alone for services in July? I dont even know I will have this car, I dont even know if I want this radio anymore after all of this hassle. I LOVE LOVE LOVE the service itself. I LOVE satellite radio and I am not sure I can ever go back to just listening to the local radio stations, but this hassle is NOT worth it.Desired Settlement: I would like my $25.77 back that I paid today. I am not interested at this time for paying ahead for services since I do not know if I want to continue with a subscription. When my credits to the account have all lapsed (7/**/15), I will decide at that time if I am interested.

Business

Response:

March*, 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 experience led to a complaint with your agency. After review, it was found that [redacted]’s complaint regarding her subscription renewal date resulted from a misunderstanding concerning the additional six month subscription she was offered to resolve a previous complaint from June 2013. We informed [redacted] in the response we sent for her pervious Revdex.com complaint on June**, 2013, that we provided her with an additional 6 months of service; which would provide her with service from December**, 2013 to June**, 2014 and advised her that her service would be covered thru to this date. On June**, 2014, her annual subscription renewed and she contacted us on July**, 2014 stating she was under the impression that her subscription was paid in until summer 2015. At this time the agent changed her subscription to a semiannual top provide her with service until January**, 2015 at no additional cost. On January**, 2015, her subscription renewed for a semiannual subscription at our then current rate and an invoice was sent for the $101.26 balance. On February**, 2015, service went inactive for nonpayment, leaving an owing balance of $25.77 for used time. A credit card payment was made for this amount on February**, 2015, bringing the account current and a balance if $77.85 was left remaining for service through to July**, 2015. A member of our Corporate Customer Relations team reached out to [redacted] to further discuss her complaint. As a gesture of good will, we offered [redacted] an annual subscription, on a promotional rate at no additional cost to her and refund the $25.77 payment from February**, 2015. [redacted] was informed that on February**, 2016 her annual subscription will automatically renew at our then current rates and an invoice will be sent. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (option 3)

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 had a free trial when I purchased my vehicle. I decided not to subscribe and told that to a customer service representative who called when the trial was almost over. I have now been called over 5 times asking if I want to subscribe. I have repeatedly said no and they continue to call. It is extremely annoying. I am writing this because it is now 3 days in a row that I have been contacted. I do NOT want to buy it and have said repeatedly to stop calling me!

Review: Customer for approximately four yrs. service was up as of 3/**/14 Sirius XM called my phone many times without leaving a voicemail. I returned call only to be told I owed 189.00. I did not renew did not have a active credit card on file. Company rep. insisted I pay even though I did not ask for the service nor had I accessed the radio system for over six months. I did not receive an invoice in the mail to renew or cancel. Four phone calls later each time the representative demanded different dollar amounts each time I was able to talk with a customer rep to cancel from 3/**/14 to 3/**/14 I agreed to pay the 9.99. The customer representative then decided to wave the prorated 9.99.

I received a confirmation number was told I would receive an email stating account was closed. I have not received the email, I am not sure Sirius radio is going to stand behind the phone conversation.Desired Settlement: I would like an email from Sirius stating my account is closed with a zero balance as stated by the customer service representative.

Business

Response:

April **, 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal for a subscription she was no longer using as she did not have the device. When she spoke with Listener Care she was informed there was a balance due for $189.00. When the subscription was cancelled she was informed of a balance due for $9.99 that was for time used which she agreed to pay. Later during the conversation she was informed this balance would be cleared and a confirmation email would be sent informing her of the cancellation. As she did not receive the confirmation she is requesting an email to confirm the cancellation and a $0.00 balance.

A member of our [redacted] reached out to [redacted] to discuss a resolution. We reassured her that her subscription was closed and there was no balance due on the account. As requested we have sent an email confirmation confirming this information that was provided. Since this issue has been addressed 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.