Sirius XM Radio

[redacted] [redacted] [redacted] *** Hello Mediator, Thank you for contacting Sirius XM on *** ***’s behalf [redacted] ***’s complaint is in regards to a refund check he has been waiting for since July *, for $ He stated he was informed it was sent to the wrong address so he would like this issue addressed so he can receive his refund A member of our Corporate Customer Relations Team reached out to [redacted] and informed him as his credit card was removed from the account this is why the refund was issued via checkWe advised him that we would send a request to cancel the check refund as it was sent to the wrong address and we would refund him back to his credit card should he be willing to provide us with the credit card information We issued the refund of $on September **, back to the credit card and advised him this process can take 7-business days [redacted] has out contact number should he have any further questions or concerns SiriusXM values each customer and is committed to providing stellar service We have taken appropriate measures to resolve [redacted] ***’s concerns Our customer has been provided contact information if any additional support is needed If you’d like to contact us regarding this matter, please use the information listed below SIRIUSXM Radio Inc [redacted] *** [redacted] Sincerely, [redacted] **

[redacted] [redacted] [redacted] Hello Mediator, Thank you for contacting SiriusXM on *** [redacted] ’s behalf We regret that his recent experience led to a complaint with your agency After review, [redacted] ’s complaint regarding the cancelation of his subscription resulted from his subscription automatically renewing until a call is placed to SiriusXM requesting cancellation, per the Terms and Conditions On July **, [redacted] accepted an annual promotional offer at a prorated amount and a credit card payment of $was received A confirmation email was sent to [redacted] on July **, detailing the terms of the package purchase with future charges At the end of the promotional term, these packages automatically renew to a full price package, that bills on an annual term His subscriptions automatically renewed on July **, 2014, charging the card on file $for the renewal Service was canceled on October **, and a full refund of $was issued A member of our Corporate Customer Relations team spoke with [redacted] and advised him that we were unable to locate any contact prior to October **, requesting cancellation We confirmed that his subscription was cancelled and his refund received Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below SiriusXM values each customer and is committed to providing stellar service We have taken appropriate measures to resolve [redacted] ’s concernIf you’d like to contact us regarding this matter, please use the information listed below SIRIUS XM Radio Inc [redacted] Sincerely, [redacted] **

Revdex.com: 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 do not have an account, never had an account and never will have an account with SiriusXMTherefore, If any contact with me at all is continued I will again file a complaint preferably next time with the lawThe mention of important account information is a bold face lieLet's take this court and get you for perjuryAny contact with me will be considered harassment and I will file a complaint with the police and the [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: My credit card was charged on for $and my SiriusXM online account shows a balance due $ SiriusXM currently has $of my money + they expect an additional payment $ THIS WAS NOT THE AGREEMENT! Shortly after cancelling the service, I received an email stating "This email confirms that your refund request has been submittedYou can expect your refund to be posted to your credit/debit card that you have on file in 3-business days" I was not informed of a refund being issued by check and I did not authorize an additional charge on my credit card Also, the other radio mentioned in the company's reply, belongs to my son [redacted] His radio was paid in full for a year subscription with a service end date of Feb His radio has NOTHING to do with this issue I want a FULL REFUND of $returned to my credit card, I want the balance due on the account to be and SIRIUSXM can keep their service [redacted] ###-###-#### n order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

December **, The Revdex.com Serving Metropolitan New York [redacted] *** Re: Complaint ID [redacted] , [redacted] [redacted] *** Hello [redacted] , Thank you for contacting Sirius XM on [redacted] ***’s behalf [redacted] ***’s complaint is in regards to an the $invoice fee he is being charged to have a bill sent in the mail A [redacted] of our [redacted] *** reached out to [redacted] and advised her that every time the system generates an invoice the fee is charged to offset administrative costsWe also let her know that it states in the customer agreement that if you elect to receive an invoice or request an invoice, you will be required to pay an invoice administration fee on each invoice fee rendered, except where prohibited As [redacted] paid her balance via credit card we placed a $credit on the account to cover the invoice fee 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 belowSIRIUSXM Radio Inc.To: [redacted] Attention: [redacted] , [redacted] ***, [redacted] *** Sincerely, [redacted] ***###-###-#### (Option 3)

March*, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID***, *** *** Hello***, Thank you for contacting SiriusXM on *** ***’s behalf. We regret that her
experience led to a complaint with your agency. After review, it was found that *** ***’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 *** *** in the response we sent for her pervious Revdex.com complaint on June**, 2013, that we provided her with an additional months of service; which would provide her with service from December**, to June**, 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**, 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**, 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 $balance. On February**, 2015, service went inactive for nonpayment, leaving an owing balance of $for used time. A credit card payment was made for this amount on February**, 2015, bringing the account current and a balance if $was left remaining for service through to July**, 2015. A member of our Corporate Customer Relations team reached out to *** *** to further discuss her complaint. As a gesture of good will, we offered *** *** an annual subscription, on a promotional rate at no additional cost to her and refund the $payment from February**, 2015. *** *** was informed that on February**, her annual subscription will automatically renew at our then current rates and an invoice will be sent Should *** *** 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

*** ** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*** *** *** ** *** *** *** ***
Hello Mediator,
Thank you for contacting SiriusXM on *** ***’
behalf. We regret that his recent experience led to a complaint with your agency. After researching *** *** account, it was found that his complaint is in regards to the charges associated with the automatic renewal of his monthly subscription as per the Terms and Conditions. Subscriptions continue to renew until the subscriber calls us to cancel.
On April **, *** *** purchased an All Access Monthly subscription and paid for the service via credit card. Service continued to renew on the monthly subscription as we received no request for cancellation. On August **, 2013, we were unable to charge the card on file as the credit card had expired. Service was suspended on September **, 2013, leaving a balance due of $for used time. On September **, 2013, the credit card was updated to a new card by the automatic updater. The service was then restored and continued to renew on a monthly basis
A member of our Corporate Customer Relations team spoke with *** *** and explained that through partnerships with Visa and MasterCard, as well as participating US Banking Institutions, we are provided with updated credit card information. We informed him that since he did not contact us prior, to cancel his subscription, we will be unable to refund him back to July 2013. At *** *** request, we cancelled his All Access Monthly subscription and refund him $for the last charge on July **, 2014. Should *** *** 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 *** ***’ concernIf you’d like to contact us regarding this matter, please use the information listed below
SIRIUS XM Radio Inc
*** *** ** ***
***
*** *** ***
*** *** ** *** *** *** ***
*** *** ** ***
Sincerely,
*** ***
*** *** *** *** ***
*** *** **

*** *** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*** *** *** ** *** *** * *** Hello Mediator, Thank you for contacting Sirius XM on *** ***’
behalf. We regret that her experience led to a complaint with your agency. *** ***’ complaint regarding her subscription renewal dates resulted from a misunderstanding of the original activation of her subscription on December **, 2013. On December **, 2013, a complimentary month trial subscription was activated for *** ***. The trial subscription expired on April *, 2014. On January **, 2014, *** *** purchased a monthly Mostly Music subscription; which would automatically start on April *, after the trial subscription expired. This subscription continued to renew on the *** of each month thereafter. A member of our Corporate Customer Relations team spoke with *** *** and explained that her subscription renewals align with her billing cycle and device activation dates. On November *, 2014, her monthly subscription renewed and as we did not receive a payment for October, an invoice was sent for $29.12. When *** *** contacted us regarding making a payment on November **, 2014, we exempted her account from non pay for days, but her renewal date would still be the *** of the month. We provided her with a one month credit and on November **, 2014, she made a payment for $12.36. On December *, 2014, her monthly subscription renewed, per our Terms and Conditions, and her credit card was charged $12.36. This amount was refunded on December **, 2014. On December **, 2014, we created a new account for *** *** so her new renewal date will now be the *** of each month. As a gesture of good will, we provided her with a one month credit for the period from December **, to January **, 20154. On January **, 2015, her monthly subscription will renew and the debit card on file will be charged. Should *** *** 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 *** ***’ concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.*** *** ** ***
***
*** *** ***
*** *** ** *** *** *** ***
*** *** ** *** Sincerely, *** ***
*** *** *** *** ***
*** *** **

January *, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** Hello ***, Thank you for contacting Sirius XM on *** ***’s behalf. We regret
that his recent experience led to a complaint with your agency. After researching *** ***’s account, it was found that his complaint relates to a miscommunication regarding a promotional subscription he was offered. A member of our Corporate Customer Relations team spoke with *** ***, who stated he was advised that the subscription he purchased would include traffic. We apologized for the miscommunication and explained to him that the All Access subscription he purchased includes local traffic only and not his NavTraffic. We informed him that we would provide him with an annual NavTraffic at a promotional subscription at no cost to him. We explained to *** *** that his annual All Access and NavTraffic subscriptions will automatically renew; on January *, 2016, at our then current rates charging the credit card on fileShould *** *** 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

February**, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID***, *** *** Hello***, Thank you for contacting SiriusXM on *** ***’s behalf. We regret
that his recent experience led to a complaint with your agency. After researching *** ***’s account, it was found that his complaint relates to our auto renewal policy. On July**, 2014, *** *** purchased a month subscription at a promotional rate on radio *** for $36.04. On January**, 2015, at the end of the promotional term, the month subscription automatically renewed at our then current rate of $109.60. However we were unable to charge the credit card on file. A member of our Corporate Customer Relations team reached out to *** *** to address his concerns and we reviewed the automatic renewal policy. We informed him that trial subscriptions do not automatically renew as they are just trials and will only continue after the trial if you decide to purchase additional service. We also explained that promotional rates only apply during the initial term, after that time period our then current rates take effect. *** *** accepted a Mostly Music annual subscription at a promotional rate of $121.90. A future deactivation date (FDD) was set for February**, to prevent auto renewal. Should he have any further questions or concerns, we ask that he 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

*** *** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*** *** *** ** *** *** ***
Hello Mediator,
Thank you for contacting Sirius XM on *** ***’
behalf. We regret that her recent experience led to a complaint with your agency. After researching her account, it was found that her complaint relates to having SiriusXM Radio service automatically activated in her vehicle by the dealership. *** *** states she is now feeling harassed as she was receiving sales calls.
If you are a SiriusXM Subscriber, or if you have a business relationship with us created by the purchase or lease of an automotive vehicle which came with an introductory subscription period of SiriusXM services, you may be contacted by SiriusXM. Contact is made by SiriusXM to assist the customer should they want to continue service after the trial ends to avoid interruption of service.
*** ***’ vehicle came with a free month trial subscription, which began on April **, 2014. On July *, 2014, we updated our records with *** ***’ request not to call her with solicitations. Her account has since been updated with her Do Not Contact request, to include solicitations via mail as well. We would like to advise her that while we will make every effort to remove her address from our lists as soon as possible, it can take up to business days to completely update all of our systems. During that time it is possible that she may receive a few more mailings due to campaigns still in progress. We would like to inform *** *** that she could also find more information about this process by accessing the following link ***. 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 *** ***’ concernIf you’d like to contact us regarding this matter, please use the information listed below
SIRIUS XM Radio Inc
*** *** ** ***
***
*** *** ***
*** *** ** *** *** *** ***
*** *** ** ***
Sincerely,
*** ***
*** *** *** *** ***
*** *** **

March **, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ***, *** *** Hello ***, *** *** states that her issue has not been resolved as the total monthly rate does not total $per month when the service does not run for months. She states until this is fixed online, it will not be correct. She states she was shorted $on her refund and is not aware why. A member of our Corporate Customer Relations team spoke with *** *** and explained to her the reason for her prorated charge, was due to the fact that the billing cycle on her account was for the *** of the month. In order to align with her billing cycle, when she changed the subscription for radio *** on March *, 2015, the subscription would run closest to her billing date without going over the months. *** *** was charged as prorated rate for service from March *, to February *, as this was the closest date to align her billing cycle as the system will not charge past the day billing cycle. As a gesture of good will, we offered to provide *** *** with a service credit to be used towards her monthly subscription. At *** ***’ request, we consolidate accounts *** and ***. There is currently a $service credit; which will be used towards renewal. 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 *** ***’ concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

*** *** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*** *** ** *** *** *** ** ***
Hello Mediator,
Thank you for contacting Sirius XM on ***
***’s behalf *** ***’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 $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 *** *** 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 $service credit on the account. *** *** 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 $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 *** ***’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,
*** ***
*** ** *** *** *** ***
*** *** **

January **, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** Hello ***, Thank you for contacting SiriusXM on *** ***’ behalf. We regret that
his recent experience led to a complaint with your agency. After review, *** ***’ complaint resulted from the automatic renewal of his subscription. Per the Terms and Conditions in our Customer Agreement, subscriptions will automatically renew until the subscriber calls us to cancel. Invoice payment does not prevent automatic renewal from occurring. All our subscriptions renew automatically and are billed to the credit card on file, unless sotherwise. Automatic renewal notifications are sent out days prior to the renewal date. A member of our Corporate Customer Relations team reached out to *** *** and confirmed that his subscription was canceled and that his account balance was $0. 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 *** ***’ concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

April **, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** Hello ***, Thank You for contacting SiriusXM on *** ***’ behalf. We regret
her recent experience led to a complaint with your agency. After researching *** ***’ complaint, it was found that her complaint is in regards to a request to consolidate her account with her boyfriend’s account; which was not completed. A member of our Corporate Customer Relations team spoke with *** *** and informed her that both account have been consolidated to account ***. We provided *** *** with a $service credit, as she would have received a multi receiver discount rate once the accounts were consolidated. *** *** paid the remaining $owing balance and she was advised that the monthly subscription on radio *** will renew on April **, and on May *, on radio *** Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’ concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** ***SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is mostly satisfactory to me and the matter has been resolved as well as it can be
While *** *** provided me with verbal assurances that the root cause of the issue, the fraudulent misrepresentation of their promotions would be investigated and some sort of training program processed, I remain leery
Unfortunately, the real efficacy of such programs (if any are actually implemented) can't be ascertained except as metrics over time
Sincerely,
*** ***

Revdex.com:
I have yet to receive either check, but trust they have been issued and will arrive shortly
Thank you for your assistance in resolving this matter
Sincerely,
*** ***

April **, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Complaint# ***, *** *** * *** Hello ***, Thank you for contacting Sirius XM on *** ***’ behalf ***
***’ complaint is in regards to an automatic renewal that she did not agree too as her service stopped working on March **, 2015. She stated she did not want the service to renew at the full rate once the promotional rate was over so she thought the agent set an end date. *** *** is requesting a full refund as she did not want the $taken from her account A member of our Corporate Customer Relations team reached out to *** *** and we advised her that an end date was never set as on the account. When the subscription came to an end the service automatically renewed per the Terms and Conditions. We apologized for all the frustration this issue caused and we advised her that a refund for the $will issued back to the card that was charged. Once the refund is issued we will be removing the card from the account as per *** ***’ request. Currently there are no activate subscriptions on the account and we addressed all concerns with *** *** SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’ 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: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** ***Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 $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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Thank you for your help
Sincerely,
*** ***