Sirius XM Radio

Review: Sirius XM continues to draw money from my personal bank account after several attempts to cancel my account with them. On March **, 2014 Sirius withdrew about $198 from my account without autorization. On 3 separate occasions I have contacted them by telephone and asked them to cancel my account and refund the money. Each time I call the operator can only find an old account that was cancelled in 2007 but cannot find an active account in my name. As of today, April ** my account is still active and I have received no refund. The operators are telling me that my account has been inactive since 2007. I have been harrassed by Sirius XM. At this point I feel they owe me in excess of $380.Desired Settlement: Refund my money, cancel my account.

Business

Response:

[redacted]

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

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that his complaint is in regards to the charges associated with the automatic renewal of his annual 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 that when he called to cancel service on March **, 2014, the call was terminated before speaking with a member of the cancelation team. As the call did not complete to the correct department no changes were made to the account causing service to remain active, so no refund was processed. We informed [redacted] that we have canceled his subscription and issued a refund for the $198.25 that was charged on March **, 2014. The average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. 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.

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

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

Sincerely,

Complaint no. [redacted] has been resolved. My account has now been cancelled and my money has been refunded. Your intervention was indeed necessary. Thank you fir assisting.

Review: .I was automatically renewed and my credit card charged, without my authorization, after being sold what I understood to be a trial period service, where I told them that I was to be notified before any continuation of service, and they could not automatically charge my credit card. This is questionable business practice, and certainly takes advantage of people. Elders especially.

Apparently the sales people do not listen to or honor the customers wishes. If so, my wishes would have been noted in my account.Desired Settlement: Cancel service and refund the the amount charged to my account without my authorization.

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: On March **, 2015 I called the company to renew my subscription for my 2015 Rav4 and to combine that account with the new Highlander I had recently purchased. I paid $225.52 for a 1 year subscription for both cars and was given a new account number. I was assured that my vehicles will have the same expiration date and I would only have to make 1 payment. At no time did I agree to automatic billing of my credit card or to paperless statements as I had been receiving paper statements for my Rav4 for 3 years.

Fast forward to April 22, 2016. My husband got an email notification telling him our payment failed to process and we needed to contact them immediately for payment on our account. This surprised me because I had not once received a statement in the mail & had actually been planning to cancel my subscription. Upon searching his entire email my husband found 1 email statement from Sirius dated 1/28/16 stating our credit card would be automatically billed $204.88 on 3/19/16. This email was buried among all the spam email this company sends. Upon reviewing my credit card statement I saw that my card was indeed charged $204.88 on 3/19/16.

I immediately called the company and was told that the $204.88 was for the Rav4 only and an additional $136.54 was owed for the Highlander. After being on the phone with the company for over an hour the best they could offer me was to charge me the same rate of $225.52 they charged me last year for both cars and remove my credit card info (which had already expired) and email from file. They could give me no explanation as to why I was signed up for paperless billing and automatic payments or why I only received ONE electronic statement from them. They kept insisting that the money I had already paid was for only 1 vehicle & I still owed more money for the other vehicle. However when I questioned what day a statement was sent on the other vehicle they could not give me a date. Yet they still wanted to charge me for more than the ONLY statement I received.Desired Settlement: I want a full refund of my $204.88 along with a formal apology for illegally charging my credit card without my authorization. I also want Sirius to examine their billing practices. Even if someone is signed up for automatic renewal & billing (which I had not signed up for), it is not acceptable to send ONE statement TWO months before you actually charge the card and then send nothing regarding other vehicles on the SAME account.

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank You for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted] account, it was found her complaint regarding charges to her credit card resulted from the automatic renewal of her subscriptions. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. Customers are notified prior to renews for subscriptions on an annual plan or greater.On March **, 2015, [redacted] called us and requested for both her accounts to be consolidated. She was offered an annual subscription at a promotional rate for each of her radios; which she accepted. The subscription was activated on radio ID [redacted] (2011 Toyota Rav-4) for the service period from March**, 2015 to March **, 2016. As her radio ending with ID [redacted] (2015 Toyota Highlander) was currently on a 3 month trial subscription, her annual promotional subscription, would not start until her trial expired on April **, 2015. The $225.52 balance was paid with a credit card that was left on file for future renewals. A confirmation email was sent to [redacted] on March **, 2015 detailing the terms of the renewal and advising her of the upcoming credit card charges. On March **, 2016, her annual subscription automatically renewed on the Rav-4; charging $204.88 to the credit card on file. On April **, 2016, her subscription renewed for the Highlander, however, we were unable to charge the card on file. On April **, 2016, [redacted] called us requesting to cancel her subscriptions; which we processed immediately and a full refund of the $204.88 payment from March **, 2016 was issued. A member of our Corporate Solutions Team reached out to [redacted] regarding her concerns. We reviewed the automatic renewal policy and explained that subscriptions renew at current rates. [redacted] stated that the payment she made in March 2015 was only suppose to be a onetime payment and was informed that both her services would renew on the same date. We offered to provide her with another annual promotional rate subscription on both radios on invoice payment, but she declined our offer. We apologized for any inconvenience she experienced and confirmed that her subscription was cancelled and her refund was issued. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below.Sincerely,Geraldine R[redacted]SiriusXM Corporate Solutions Team###-###-#### ([redacted])

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been resolved. I have received my refund check. I will point out though that the company still has not been able to explain why it was attempting to charge my card a 2nd time without having sent any kind of statement electronically or otherwise. I have repeatedly asked when the statement was allegedly sent and could not be provided with a date. This was the first and LAST time I used my credit card with this company. There is a difference between auto renewal and auto charging. Also even though the company repeatedly assured me they had removed my husband's email address from their account, he got a "customer service satisfaction" email sent to him after I cancelled our service and got an additional email sent after this complaint was filed.

Sincerely,

Review: Siriusxm changed the 40s on 4 channel (all music from the 1940s) to all Billy Joel. Customers (myself included) purchased the product because of this channel. After purchase, Siruisxm changed the format but still advertises it is a 40s channel. Despite 2 days of trying to contact the company, the few contracted employees (who are also on the other side of the planet) that respond to phone, e-mail, or chat state it is the company's own policy that prevents customers from knowing who or how to contact the actual company to register programming complaints. The contracted employees state the only way to listen to this channel is to subscribe to an internet service they have that charges more money per month. This of course is not a solution to the people in cars.Desired Settlement: Return 40s music to channel 4 and put Billy Joel on another of the many channels Sirius does not otherwise use.

Business

Response:

[redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the recent channel change involving channel 40s on 4. He stated that 40’s on 4 is still being advertised and when he contacted Listener Care he was informed the programming is still being offered online. He is requesting that Billy Joel be placed on another channel and his programming be returned to channel four.

A member of our Corporate Customer Relations team reached out to [redacted] and apologized for all the frustration this issue caused. SiriusXM has launched The Billy Joel Channel as a takeover of 40s on 4 (Channel 4) from 6 p.m. ET on March **until 3 a.m. ET on June **. 40s on 4 is still available on SiriusXM Internet Radio Channel 4 and on our mobile apps in the Pop category. It will return to satellite radio on June **. We informed [redacted] of the Terms and Conditions regarding our channel channels which state “We reserve the right to change, rearrange, add, or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to you. We informed him that his feedback will be shared with the appropriate departments and as there is no further action to be taken we have closed this complaint as resolved.

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

SIRIUSXM Radio Inc.

Consumer

Response:

Sirius continues to advertise that it broadcasts 40s music on its "40s on 4" channel. I just pulled up their "Channel Lineup" on their web page and here is a cut-and-paste from their website under the heading of description: '40s Pop Hits/Big Band. All responses to me (and others who post on social media) receive nothing more than a cut-and-paste press release announcing Billy Joel taking over (the company's words, not mine) the 40s on 4 channel. It is a press release that no one saw until after the take over. If SiriusXM continues with the full 3 months of Billy Joel taking over the 40s channel, the company is then going to take over 40s channel again four months later (starting in November) with "holiday" music (they do it every year). This will last at least 2 months. That means for 2014, the 40s on 4 channel will only be delivering what it is advertising as an all year 40s channel for 7 months of the year, broken into varying segments of time during the calendar year. This is not only false advertising, it is a form of bait and switch given the many people, myself included, who subscribed only for the 40s channel believing it would be available all year like all the other channels are.

At times, Sirius indicates a remedy is available. Their remedy is to have a customer pay MORE money to them to access its streaming internet service because the 40s channel has not been taken over by Billy Joel on that service. On its internet service, Billy Joel has his own channel. It is beyond unreasonable for a company to advertise a product and not produce it, then tell the customer the only way to NOW access that service is to pay more money. From a logistics stand point, satellite radio is based on the premise that you can get a signal and service anywhere and almost everyone, myself included, use the service only in our vehicles. Internet service requires one have a phone that not only has the ability to access the internet but then it must also be able to interface with the vehicles sound system so it is just like radio. Then you must have a strong uninterrupted signal and as we all know, that is not going to happen with cell service when you drive about; the net effect is reception that is the same as ground based radio, exactly what satellite based radio is not supposed to be. In addition, if a customer accepted their internet streaming offer, there will now be data fees to pay to the cell phone provider.

Sirius satellite radio has over 30 channels it describes as "Rock" and many of those are also playing Billy Joel music. It has at least 9 it classifies as rap/hip hop and other unused sports channels (e.g. if this is only supposed to last 3 months, no one will be playing NFL football through June). The point here is that SiriusXM executives had many other options for Billy Joel's channel placement. There is only one channel with the 40s genre of music, and this genre is the only reason we subscribed.

Myself and many others have attempted to resolve this issue internally utilizing the tools provided by SiriusXM to resolve customer issues. SiriusXM provides a "Live Chat" function, it provides an e-mail function, and it has toll free phone numbers to call to resolve issues. None of these avenues has worked. The customer service reps only read from or cut-and-paste from the press release announcing Billy Joel's take over of the 40s channel. As a case in point, SiriusXM incorporated part of that script into their response to you, the Revdex.com: "SiriusXM has launched The Billy Joel Channel as a takeover of 40s on 4 (Channel 4) from 6 p.m. ET on March **until 3 a.m. ET on June **. 40s on 4 is still available on SiriusXM Internet Radio Channel 4 and on our mobile apps in the Pop category. It will return to satellite radio on June **." This is obfuscation because the real issue here is that they are not providing what they are advertising.

SiriusXM cites in its response to you its Terms of Service as though it absolves them from their false advertising and bait and switch practices: "We informed [redacted] of the Terms and Conditions regarding our channel channels which state 'We reserve the right to change, rearrange, add, or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to you.' " There is no dispute about this statement. However, you don't continue to advertise your cancelled product as a way to induce customers and then provide something else, especially when that something else is as far away from the advertised product as one could get. If they had changed the channel to the Billy Holiday channel at least we are in the same time period and up to a point, the same genre. Billy Joel has none of these qualities and therefore is falsely on the 40s channel, again as advertised. If this was TV it would be like going to the channel for TV Land and the Home Shopping Network is being broadcast even though the banner still says its TV Land and the company's website says the same.

Since filing this complaint, SiriusXM has reprised against me by banning me from their Facebook page and removing all my past posts. It was done with no warning or announcement. It happened moments after I made a post that included a link to your office. None of my posts were obscene, offensive, threatening, or trying to sell things, the usual reasons someone might be banned. All my posts included statements of what has been occurring to me with SiriusXM personnel and contact information, not readily found on any of SiuriusXM's pages but still found in other public arenas. Needless to say I complained and only today did I receive a response: "The main purpose of this email is to address your concerns over the inability to post or comment on our Facebook page. Corporate’s response is as follows: As per our guidelines, Facebook Admins may suspend or terminate offender’s rights to access and use this page at any time without notice." The only conclusion is SiriusXM believes publically sharing information on social media is an offense, especially when that person has filed an active complaint and is telling others about it. This is a reprisal if ever there was one.

The Revdex.com was created, in part, to resolve legitimate issues between a customer and a merchant when a disagreement cannot otherwise be resolved and it has a long a proud legacy doing this. My issues have merit and I have made every possible good faith effort to be heard by SiriusXM. The tools offered to customers to resolve issues are NOT based in good faith. The personnel who interact with customers are themselves not the problem. The problem is that SiriusXM management has designed a system to prevent customer’s complaints from being heard. Again, it is in the response to you from SiriusXM on this matter: "We informed him that his feedback will be shared with the appropriate departments." This script is also used over and over in e-mail, Live Chat, and verbal responses. When asked what departments, the response is always "to the appropriate departments" and nothing else.

SiriusXM is trying to characterize this complaint as whining from an unhappy customer when it is not. Check out their website because as of today, a week after this started, they still claim it is a 40s channel all the time all year when it not. Sirius controls many other media sources including a 40s on 4 Facebook webpage that still presents itself as an all 40s channel, when again it is not. SiriusXM has agreements with many car manufacturers to include their radio in the vehicle. Part of the advertising to sell that vehicle is it has SiriusXM and the dealership will present the customer with a card indicating what is offered on that radio. This is how I got hooked and why I subscribed initially. If you were to leave your office and go to any dealership that has SiriusXM radio as an option, all printed material is still going to say it is a full time 40s channel when it is not. Even today, when I turn my SiriusXM radio to channel 4, my radio says it is 40s on 4.

Sirius XM clearly falsely advertises its product as part of a bait and switch routine. It rebuffs customers and refuses to engage in any good faith dialogue for resolution. SiriusXM will not even discuss any type of remuneration to assuage its customer's anger. Please check out the websites for yourself and please read the posts by customers especially on the SiriusXM Facebook page (the one I and other customers for doing the same thing were banned from) and you will see over and over the refusal of SiriusXM to engage its customers (especially me) in good faith.

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:

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

Sincerely,

Business

Response:

[redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s rejection is in regards to the recent channel change with 40s on 4. He stated that he was informed he could still listen online but he would have to pay more in order to upgrade to the online listening. He stated that 40’s on 4 are still being advertised so he feels this is a bait and switch.

After reviewing his rejection we would like to apologize to [redacted] for all the frustration this issue caused. We reached out via email and he responded stating as we informed him in the Revdex.com letter there is no further action to be taken what more is there to discuss. Again we want to inform him we understand his frustration and this programming will return at 3 a.m. ET on June **. SiriusXM still offers the 40’s on 4 this is why the channel is advertised as it is currently available online on channel 4. We have forwarded his feedback to the appropriate departments and 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.

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:

Here is my entire e-mail to SiriusXM: "You made abundantly clear in your letter to the NY Revdex.com ' ... as there is no

further action to be taken we have closed this complaint as resolved.' What 'no

further action' do you wish to discuss?" I was taken aback by SiriusXM's first response to just dismiss me outright, hence my response to their e-mail. It does not reflect a rhetorical "what more is there to discuss." My question was direct and plain. It is still out there for a response. This second response from SiriusXM reinforces their dismissal of me and fails to address issues: "We have forwarded his feedback to the appropriate departments and closed this complaint as resolved." This sounds just as final as the first. It is just plain obfuscation on the part of SiriusXM to refuse to answer legitimate questions and blur their actions of false advertising and bait and switch by not commenting on them. They continue to paint me as a whiner. My accusations have merit. If my accusations have no merit, SiriusXM could have legitimately responded the first and even the second time and I would have been swept away. Again, my accusations have merit. Sirius could have placed Billie Joel on another channel (how about one that is also playing his music) and had they done so, none of this would be occurring. Rather than address issues, they ignore them but continue to advertise products they will not deliver. This latest response is still a veiled press release that did not come out until after SiriusXM changed the channel. How is their response addressing any issue?

The channel "Line-Up" on their website still says this is a 40s satellite radio channel when it is not. A Facebook moderator named [redacted] (no last name) wrote this in response to a customer, "We don't normally change our channel line-up for a takeover." Go to the SiriusXM Facebook page and look at the comments. That response, from a SiriusXM Facebook moderator, is still there. The moderators also wrote that their offices are at the corporate headquarters in New York City. This means they are being directed by the heads of SiriusXM.

SiriusXM is still advertising its product falsely and, per complaints on the SiriusXM Facebook page, has actually increased the number of channels it has changed on satellite radio without notice while still advertising the previous channel all in the same manner it has done with the 40s on 4 channel. I would like to add that my SiriusXM radio still says "40s on 4" when I tune to channel 4 even though it is not 40s music.

To get more people to become customers, SiriusXM, in its literature to prospective new car owners, still shows the channel line-up for satellite radio as a 40s channel, 40s all the time, just like its channel Line-Up on the website. Even if SiriusXM returns the 40s before the end of June, it will usurp the channel again in November for at least 2 months for "holiday" music. No matter how it is viewed, SiriusXM advertises a round-the-clock dedicated satellite radio channel to 40s music but purposefully only delivers a part-time channel at best. This meets the definition of bait and switch. While advertising to its customers and potential customers that channel 4 is a dedicated 40s genre satellite radio channel, they now tell existing customers and new customers (after they become subscribers and only after a complaint is lodged) that the 40s on 4 channel is available on Sirius Internet-Streaming service, but only if they pay the company more money to use a product that is not satellite radio. Satellite radio in the car, with a dedicated 40s channel as advertised is why we purchased our vehicles. This is also why other persons purchased portable satellite radios.

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

Sincerely,

Review: When I first subscribed to SiriusXM Radio, the company listed a 40s on 4 station which played big band and swing music of the 1930s-40s. It was and is on their printed station guides. That channel, 40s on 4, was one of two channels which I wanted for listening in my car, the other being their Old Time Radio channel, #82. As of a few days ago, the 40s on 4 channel has been preempted, reportedly for 3 months, and the usual programming is gone. The company representatives online told me that I can hear the 40s channel streaming online, however I cannot listen to it in my car as I have no streaming device with which to listen while in the car. I signed up for their RADIO service, which included a 40s genre music channel - the company literature claimed to provide it for the money I paid. I want the company to put this 40s channel back on the radio line up - and it does not matter what channel number it is on, just so the 40s music is available again on the satellite radio service for which I paid.Desired Settlement: Restore the 40s big band music channel (formerly channel 4) on any one of the SiriusXM radio channels immediately. Thank you.

Business

Response:

April **, 2014

Hello **,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After review her account, it was found that the complaint is in regards to the recent channel change involving channel 40s on 4.

A member of our [redacted] 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 [redacted] 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. [redacted] stated that we could contact the Revdex.com to close the complaint, but she will not be satisfied until SiriusXM returns the 40s music. Regular programming for the 40s on 4 will return to satellite radio on June **. We would like to advise her that we can also suspend her service until the regular programming returns. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Review: REVISED COMPLAINT AFTER PHONE CALL WITH REP FROM SIRIUS--THE REP STATED THAT MY EXPIRATION DATE OF MY SERVICE EVERY MONTH IS ON THE [redacted]---THEY DO NOT MAIL THE INVOICES OUT UNTIL THE [redacted], WHICH MEANS THAT YOUR BILL WAS DUE BY THE [redacted]---ISSUE IS HOW CAN YOU PAY AN INVOICE ON THE DUE DATE OF THE [redacted] WHEN YOU DO NOT RECEIVE THE BILL UNTIL AFTER THE DUE----IF YOU DO NOT PAY ON THE DUE DATE YOU ARE ROBO-CALLED TO SAY THAT YOU WERE SENT A BILL BY MAIL---THE REP TOLD ME THEY RECEIVED MY PAYMENT FOR [redacted] OF MARCH DUE DATE-----SHE WANTED TO CREDIT MY ACCOUNT FOR ONE MONTH TO SATISFY ME---I TOLD HE NO I DID NOT WANT CREDIT BUT TO PLACE ME ON THE DO NOT CALL LIST--SHE SAID SHE COULD NOT DO SO UNLESS I PAY BY CREDIT CARD ON BILLING DATES AND THERE WOULD BE NO CALLS TO ME---SHE STATED THAT THEY ARE A CREDIT CARD BUSINEES AND PREFER TO BE PAID BY CREDIT CARD---SO IN OPINION THIS IS ONE WAY TO HARASS A CUSTOMER WHO WANTS TO SEE AN INVOICE EVERY MONTH----AND TO ENTICE A CUSTOMER TO GO TO THEIR PREFERRED METHOD OF PAYMENT---ABOUT A YEAR AGO THEY STARTED TO CHARGE ME AN ADDITIONAL FEE FOR INVOICE BILLING---THE NEW YORK STATE ATTORNEY GENERAL WAS CONTACTED AND THEY CONTACTED SIRIUS XM AND THE INVOICE BILLING CHARGES WERE DROPPED AND CREDITED TO MY ACCOUNT--AGAIN QUESTION IS "HOW CAN YOU PAY A BILL ON THE EXPIRATION DATE--WHEN YOU RECEIVE THE INVOICE AFTER THE EXPIRATION DATE"OUTCOME I CANCELLED SIRIUS XM BECAUSE OF THEIR BILLING PRACTICE AND THE HARASSING PHONE CALLS----AGAIN SHE MENTIONED THAT IF I PAY BY CREDIT CARD SHE WOULD PLACE ME ON THE DO NOT CALL LIST---I ASK HER AGAIN IF SHE COULD PLACE ME ON THE DO NOT CALL LIST --I WOULD KEEP THE SUBSCRIPTION---SHE DECLINED THAT OFFER BY ME---BY THE WAY THEIR PHONE CALL TO ME BY THE REP CAME UP ON CALLER ID AS UNAVAILABLEDesired Settlement: GET ME AN INVOICE 10 DAYS PRIOR TO MONTHLY EXPIRATION DATE AND TAKE ME OFF THE HARASSING PHONE CALL LIST

Business

Response:

[redacted]

Re: Complaint ID [redacted], [redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to phone calls he receives for a due balance when he did not receive the invoice for the renewal. He wanted to be placed on the Do Not Call list but was informed that unless he provided his credit card he would continue to be phoned each month. [redacted] wants an invoice sent 10 days prior to the renewal.

A member of our Corporate Customer Relations team reached out to [redacted] via email and apologized for all the frustration this issue caused. As stated in our terms and conditions of the customer agreement our system is set up on automatic renewal. When payment type is credit card the card is automatically charged on the day of renewal. Invoice billing is an option for our customers and the day of renewal an invoice is sent out which is the day the balance is due. Currently there is no active subscription on the account and there is a refund of $17.00 that will be issued via check within 10-14 business days. As requested we have updated the contact preferences on the account and would like to inform [redacted] this process can take 7-10 business days to be completed.

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

SIRIUSXM Radio Inc.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I HAVE NEVER HAD A PROBLEM WITH PHONE CALLS PRIOR TO THE YEAR 2014-----I RECEIVED A MONTHLY BILL FOR YEARS WITHOUT THE HARASSING PHONE CALL---I NEVER AGREED TO AN AGREEMENT TO PAY BY CREDIT CARD OR DEBIT CARD----IF SIRIUS WENT TO MY ORIGINAL OPENING OF ACCOUNT IT WAS PAID MONTHLY.

WHEN SIRIUS WENT TO CHARGING ME A DOLLAR EVERY MONTH FOR INVOICE BILLING, I COMPLAINED AND AFTER SEVERAL MONTHS OF BHING , THEY REMOVED THE MONTHLY INVOICE CHARGE.

SIRIUS, EVIDENTLY IS IN FINANCIAL HARDSHIP AND WANTS ALL TO PAY BY CREDIT CARD AND DOES NOT HONOR OLDER ACCOUNT AGREEMENTS.

THEY REALLY DO NOT CARE ABOUT THEIR CUSTOMERS AND ONLY SEEKS WAYS TO DECREASE THEIR EXPENSES BY CHANGING THEIR AGREEMENTS.

I DO NOT REGARD THIS ISSUE AS BEING CLOSED, SIRIUS SAID THE ONLY WAY I COULD STOP THE CALLS WAS EITHER PAY BY CREDIT CARD---CONTINUE WITH MY MONTHLY BILLING BEING RECEIVED AFTER SUBSCRIPTION DATE AND CONTINUE GETTING THE CALLS---I AM JUST A SUBSCRIBER THAT HAS A VALID POINT AND THEY CHOOSE TO HAVE THEIR CORPORATE WAYS.---SO THEY ENDED UP LOSING BOTH HOME AND AUTO SUBSCRIPTIONS---I ALSO ASKED THEM TO TAKE ME OFF THEIR MAILING LISTS--BY THE WAY, SIRIUS HAS SENT NUMEROUS LETTERS AND A COUPLE OF PHONE CALLS TO MAKE ME AWARE OF MY SUBSCRIPTION EXPIRATION DATE FOR MY AUTO----I ASKED TO BE REMOVED FROM ALL MAILING LISTS AND THEY SAID THEY WOULD.

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

Sincerely,

Business

Response:

[redacted]

Re: Complaint ID [redacted], [redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s rejection is in regards to an invoice being sent out the day the subscription renews. He stated no other business sends an invoice after the renewal and he refuses to continue as he feels this is not fair to the customer.

Again we would like to inform [redacted] that SiriusXM will mail paper invoices to subscribers on the day of their renewal and not before the renewal date. If the customer would like a copy of their statement earlier, they can always view the statement by logging into their account through the Online Account Center on the SiriusXM website on the day the subscription renews. We would like to inform [redacted] that this process will not change. As there are no active subscriptions on [redacted]’s account he will not receive any renewal notices in the mail. [redacted] did not physically sign any agreement however if a customer signs up for service they are agreeing to our Terms and Conditions which can be found on our website ([redacted]. These Terms state “If you do not cancel your subscription within three business days of the start of your plan, it will mean that you agree to this agreement which will be legally binding on you.

Currently there are no active subscriptions on the account and there is a $0.00 balance. As there is no further action to be taken we have closed this complaint as resolved.

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

SIRIUSXM Radio Inc.

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

SIRIUS HAS NOT PROVIDED ME ANY INFO WHERE I SIGNED INTO AN ACCOUNT---I WOULD LIKE A COPY OF THE TERMS WHERE "I" AGREED TO THEIR TERMS UNDER MY NAME, E-MAIL ADDDESS WHERE I HAD AN ACCOUNT---THANK YOU Revdex.com OF NYC

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

Sincerely,

Review: Sirius XM changed my service plan, which altered the terms of my original agreement. Previously, if I wanted to stop service I would simply just stop paying the bill, and service would be cut off (I did this at least 2 times). The "new policy" states that you have to call Sirius XM, and cancel. If a cancellation call is not made, your service is automatically renewed for an additional 30 days. The balance eventually went to a collection agency. I called on 4/**, and explained my concerns, and that I have not listened to any Sirius XM radio station in the past 3 months, there was absolutely no way that the rep could do anything due to "company policy".

I asked for a tape recording of my acknowledgement, and Sirius XM refused to provide to me. Since it seems that my requests will go unheard, I paid the collection bill of $52.09 on 4/**/2014.Desired Settlement: This business practice is completely dishonest. I would like a full refund for services paid for in the amount of $52.09

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that the complaint is in regards to his account being sent to collections for a balance due after renewal of his monthly subscription.

On June *, 2013, [redacted] contacted Listener Care regarding the renewal of his semi-annual subscription. He was advised at this time that his promotional subscription renewed at our then current rate as per our terms and conditions. He was offered to downgrade to a monthly subscription and accepted. At this time he was advised of the renewal policy. Service has been renewing on the [redacted] of each month and check payments have been posted to the account every second month with the last payment being on November **, 2013. The monthly subscription renewed again on December **, 2013 through to March **, 2014, with invoices being sent. Service went inactive on March **, 2014 for nonpayment, leaving a balance due of $46.81 for used time. A late fee was added on March **, 2014 and account went to write off on April **, 2014 for $52.09.

A member of the Corporate Customer Relations team spoke with [redacted]; who stated that he has been a subscriber since 20** and his service would stop at the end of his subscription and he would call back to renew at a lower rate. Upon reviewing the account, we saw that [redacted] activated service in 20** on a semi-annual promotion that would always renew at the regular rate and an invoice would be sent. He would contact Listener Care at that point and request another promotion. This was completed 3 times prior to the downgrade to the monthly subscription. We informed him that auto renewal has always been a business practice for SiriusXM. We want our customers to be aware of auto renewal and we inform our customer to review the Terms & Conditions on [redacted]. Our auto renewal terms are also outlined on the invoices that were sent. [redacted] stated that he was not advised of this when he activated service and requested to review the call. It is not our policy to review calls with our subscribers. We advised [redacted] that we would inquire about the call made in June 2013 and we would reach back out to him with our findings. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

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:

There is no proof that the automatic renewal was explained to me over the phone, or in person. I will not accept any response unless I see documentation that these terms were clearly explained to me in the sales process. In addition, I am attaching a document which states that automatic renewal is not legal in the state of WI unless steps are followed. Those required steps were not followed in this process.

I am again asking for a refund of $52.09 unless Sirius XM can prove otherwise.

Regards,

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

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:

I show no email sent to me explaining these terms. Just the other day, [redacted] at [redacted] told me that the email on file was [redacted], which is not correct. Now, Sirius XM claims to have sent an email to the correct address, which I just updated with [redacted] at [redacted] last week. How could they send an email if they had the wrong address?

I sent in an automatic renewal clause in my last rejection. No one has even responded to that, so I assume that Sirius XM just doesn't care about their customers or local laws of protection.

Sirius XM continues to claim that they have taken the proper steps to resolve this account, yet no proof has been provided per my request. This is all hear say, and I will repeat myself that I will not satisfied until documentation of the phone call, or email of the new terms has been provided. These business practices are ridiculous.

If I have to, I will send all of the complaints and responses to local news stations, and use Social Media. I wonder how many prospects will think prior to signing up with such a scandalous company after they read PROOF of these practices.

Regards,

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

[redacted] states that his complaint has not been resolved as he states there is no proof that the automatic renewal was explained to him over the phone. He states he will not accept any response unless he sees documentation.

A review of the call from June *, 2013 determined that the agent [redacted] spoke with informed him of our auto renewal as well as the rate in effect at renewal time. [redacted] was referred to the Customer Agreement on our website and also advised of the $2.00 invoice fee. We have reviewed the Wisconsin document that [redacted] provided and it does not appear to apply to the purchase of services for personal use. We want our customers to be aware of auto renewal and we inform our customer to review the Terms & Conditions on [redacted]. Our auto renewal terms are also outlined on the invoices that were sent. We believe that we have addressed [redacted] 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.

Sincerely,

Review: Background: I purchased a new vehicle 5 years ago and it came with free satellite music service for a limited time. Once the time was up, I did not pay for the service and it ended.

In August 2014, I received a bill from SiriusXM with my maiden name (the name I had when the car was purchased) for $216.42. When I tried calling the number provided it was an automated recording and I could not speak to a person. I believed the "bill" I received was a way for me to pay for the service and start it up again. I received 2 more bills in the mail and finally I went online to their website and did a live chat with a representative. I explained that I received 3 bills in the mail and I never ordered the service. I asked to have the bills stopped. He asked for my address and then said they would stop them. I asked him why I was receiving the bills and he quickly stated that "the address on the account was updated wrongly, that is the reason your are receiving the bills".

The reason I am contacting you is to make sure you are aware of this and can find out if anyone else has reported a similar situation. I really felt like a scam to get me to pay so they would gain a customer.Desired Settlement: Just an FYI in case other people report a similar situation. I have a copy of the online chat with their representative and I will contact the Revdex.com again if I receive another bill.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. We have investigated [redacted]’s complaint regarding being billed for service she did not subscribe to and determined it was due to agent error.

On August **, 2014 a one (1) year subscription was activated and an invoice was sent for the $216.42 balance due. On October *, 2014, [redacted] contacted us regarding the invoice she received, indicated that she did not request the activation and requested for the bills she received to cease. The subscription was canceled and the account was credited to reflect a $0 balance. Our attempts to reach [redacted] via phone have been unsuccessful to date. Contact preferences have been updated on her account to Do Not Contact and it can take up to 5 business days to completely update all of our systems. We apologize for any inconvenience [redacted] experienced and ask that she contact us utilizing our contact information below, should she 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 concern. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUS XM Radio Inc.

Sincerely,

Review: Taking money out of my account with out my permission they have my account over they are not to have card on file I keep telling them to take it off they will not do as I ask them to do many many times they think they can money out anytime they want to they refuse to do soDesired Settlement: They need to ask permission before doing anything they must get permission from me

Business

Response:

March**, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint#[redacted], [redacted] Hello[redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an autoamatic renewal on their credit card. They want the card removed as he did not give permission to continue charging the card. A member of our Corporate Customer Relations team reached out to [redacted] and advised him upon reviewing the notes on the account his subscription should have been cancelled in January 2015. We provided him with a cancellation number of [redacted] and we informed him we have cleared the balance due of $43.23 from the account. As there is no further action to be taken we have closed this complaint as resolved. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted] Sincerely,

[redacted]###-###-#### (Option 3)

They called our cell phone multiple times a week to harrass us about renewing our serivice. Once they pushed us to the point of wanting to cancel because of the constant calling we had to talk to 10 different people to get our service cancelled. Several customer service reps hung up on my husband and others transffered him more than once. One rep actually started screaming at him in [redacted] when he asked to talk to her supervisor. We will never use their service again!!

Received 3 month free trial, was not advised the expiration date of XM service. My father received a call tonight being advised that he has a 5 months special for x amount of $ we advised the 1st rep. that we didn't use it and wanted it canceled she was polite and happily transferred us to customer something or other (basically retention). We advised him the same and he didn't want to hear it, then he said he HAD to offer us specials as a part of his job. Then spouted off some offer after which we said no. Then tried to spout out another one we told him no, he ignored us and kept going and we kept telling him no finally we all had to yell NO! He finally shut up. THEN silence!!! I finally asked if he was canceling like we asked he said yes and that we had a bill of x amount of $ and attempted to bully us into paying to which we kept telling him no. Reiterated that we received nothing telling us the trial expired. He then spoke to some on on his side quietly and came back and said the charge was taken off. Then gave us a code for the cancellation at about 1,000 miles an hour, then the confirmation number at about 3,000 miles an hour and we tried stopping him and had to yell to get him to shut up and listen!!!!!!!! I don't know where he was located but OH MY GOSH!!!!!! Thanks to him, I don't EVER want anything to do with Sirius XM EVER AGAIN!

Sirius XM contacted me through phone and some person said that I have been selected for free activation of the service in my car and was trying to convince me to listen to him talk about that. I didn't listen and he kept going on and on and I finally hang up. Within 3-4 business days I get a invoice for the promo service for 4 months. I never said yes to anything. When I call Sirius XM about the invoice and asked them who activated the service, they said I called and activated. This is ridiculous.

DO NOT EVER Pickup the SIRIUS XM promo calls or just hang up immediately if you don't want their service promos.

Review: I currently have no active account with Sirius satellite radio. My last account was cancelled in November 2013 when I sold my Audi Q5 that contained the satellite radio. My credit card was charged for $522.78 on May *, 2014. Sirius has charged me for autorenewal for inactive/cancelled accounts in the past few years on multiple occasions and I had to resolve them by disputing through my credit card company. I would like to put a stop to these unauthorized charges. I currently do not subscribe to Sirius and will NEVER do business with them again.Desired Settlement: Stop sirius from charge my credit card as I no longer and will never do business with them.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal that charged his credit card on May *, 2014 for $522.78. He stated that as of November 2013 all his subscriptions should have been cancelled as he no longer has a SiriusXM device. He wants to confirm that all charges will stop as he no longer has an active account.

A member of our Corporate Customer Relations team reached out to [redacted] and informed him that his subscription was still active and this was the reason for the automatic renewal. As requested we closed his subscription and issued a refund for $522.78. We informed him as there are no other active subscriptions he will not be charged for another renewal. Since there is no further action to be taken we have closed this complaint as resolved.

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

SIRIUSXM Radio Inc.

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: On July **, 2013 after communicating with [redacted], [redacted] in writing, an agreement was reached with [redacted] concerning disputed charges for a second signal for the Lynx Radio I purchased based upon representations that said signal would be included within my all access plan. Accordingly, this is a misrepresentation issue AND failure to honor the agreement that was reached on July **, 2013. I have again communicated with [redacted]. A copy of correspondence dated June *, 2014 is included with this complaint. Additionally, credits to my account made a year ago were never returned. I have been advised that a check will be sent to me.Desired Settlement: I want Sirius XM radio to honor the commitment/agreement it made to me that I will be charged for one signal only to operate my car radio and Lynx radio. To properly operate the Lynx radio requires a second signal. If this had been told to me I wouldn't have purchased the Lynx radio in the first place. Accordingly, if the current "special" to renew customer is half price, in accordance with the agreement reached on July **, 2013 I should be charged half price for one signal. If they don't intend to honor their agreement which was entered into based upon misrepresentation, I want my money back for all of their products.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an agreement he feels was reached with the understanding that he would receive another signal to a second device with his All Access subscription. He would like this agreement honored and he wants to know what happened to his check refund that should have been issued last year.

A member of our Corporate Customer Relations team reached out to [redacted] and advised him that as a courtesy we could give him one free year on one device and he would pay a promotional rate on the other subscription. He declined as he feels he should pay for one subscription and have two signals permanently. We are currently researching the case and are going to try to review the calls from April 2013 so we can hear exactly what happened during this interaction.

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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]Is is my understanding that the business is checking further into their records of the transaction. It is my contention that they have been deliberately vague from the beginning on the issue which is why I committed our agreement to writing with [redacted] of corporate on July **, 2013. My communication was neither acknowledged or responded to. Someone, a supervisor, heavily involved with the Lynx radio assisted me with the issue involving the second signal. At that time he said it would be resolved and prior to July **, 2013 someone tried to bill me for the second signal which set up my communication with [redacted]. I trust that [redacted] will do the right thing for this customer. As a showing of good faith I offered to prepay the second year after the first free one providing that they honor their commitment as long as I am a customer AND that they locate the credit that I haven't received. Thank you, [redacted]

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

[redacted] states that the response we sent on July *, 2014 does not resolve his complaint as he is requesting further clarification on the final offer we presented.

We made our final offer to provide [redacted] with (i) one additional year of our All Access subscription for his Lynx device at no charge to him ($0.00), (ii) a one year promotional rate for an All Access subscription on his car radio at a total cost of $131.71, which includes $119.88 subscription + Music Royalty fees of $11.83 and (iii) a one-time waiver of any reactivation fees, if he reactivates one or both of his devices. Our All Access subscription includes both (a) Satellite and (b) Internet Radio access. After the initial one year period, the All Access subscriptions on both the Lynx device and the car radio will automatically renew and bill [redacted] at the rates in effect at the time of renewal, unless [redacted] chooses to cancel them prior to that renewal, by calling us at ###-###-####. [redacted] can obtain technical support for the Lynx by contacting our Advanced Technical Support team at ###-###-####. Our Corporate Customer Relation Team is available at ###-###-####, option 3, to assist him if he wishes to accept our final offer.

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

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 was contacted by XM and they asked me to pay 16 dollars. I said I cancel with you 3 months ago. She said that there was an outstanding balance. I was reluctant to give my card since I canceled my card due to XM taking out money and would not stop. I gave it to her to pay my bill because I pay my bills. Three days later I saw 25 dollars taken out, I called right away and the [redacted] gave me my money back, and apologized and offered me three months of service for free for both my cars on my account. She then said how sorry she was. and hoped that this would make me happy. IU was in my car yesterday and the service was interrupted. I called and was transferred to the Philippines per the [redacted] that answered. I asked where my three months where. He said there is no notes saying this. I was very upset, I said don't you see that I was credit back to my account. I explained what happened. He said there is no notes to verify this.I demanded that they pull the recording he said that will be several days. I asked if my services will be on while they look. He said no..... and said he will check it out. and said good by.......

Product_Or_Service: Radio in 2 cars

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Free three months

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: February **, 2015

[redacted], [redacted]

Sirius XM

Dear [redacted],

I am writing to you today because of an issue I am having with your company. I had purchased a 2008 Chevrolet Suburban in 2007 (VIN: xxxxxxxxxxxxxxxxx). At that time I received a trial of XM radio. I loved it. When the time came for my trial to expire, I spoke to one of your representative-sales person. We went over different options to continue my XM account. The person I spoke to offered me a lifetime subscription. I believe I paid over $300 for it. I am very careful with spending my money, as many people are. I asked if the product could be transferred to another vehicle if I no longer possessed my vehicle. I was told it could be transferred. Why would anyone buy a lifetime service if it couldn’t be transferred because anything could happen and the “lifetime” product wouldn’t be lifetime.

My husband ([redacted]) and I fell into financial hardship and I was forced to sell our Suburban. I called Sirius/XM at that time and told the representative of my hardship/sale of vehicle and asked what could be done. I was asked if I had another vehicle or any other XM device. I explained that I did not. I was informed that once I did get another vehicle or XM device I, I could call back and the lifetime subscription would be transferred.

I purchased a 2012 Chevrolet Cruze in November of 2014 (Radio ID: xxxxxxx). At that time I received a trial of Sirius/XM. I received countless calls from your company trying to sell me something. I explained that I had a lifetime subscription and they found it in their notes. I was assured by multiple representatives that once my trial expired I should call back to have my lifetime subscription reinstated, as they couldn’t transfer the subscription until my trial had ended. There are multiple notes on my account of my conversations with your representatives. I was informed that there was a $75 transfer fee. I was not happy with the transfer fee but knew there were administrative costs to cover. My trial was set to expire tomorrow, February **, 2015 so I called today ready to pay my $75 to transfer my service. The first representative I spoke to said he couldn’t see my lifetime contract. I gave him the VIN for my Suburban, he said he saw my account with that vehicle, but the vehicle had a current XM service on it. I asked him to read the notes on my account. He then said yes he saw that I was informed that the lifetime subscription could be transferred, but lifetime services were non-transferrable. I explained that I had many conversations with multiple representatives that said yes it could be

Page 2

transferred. He then transferred me to [redacted]. She informed me of the same thing. I asked to speak to her supervisor. I was transferred to [redacted]. He informed me that he did see where I was told repeatedly that my lifetime subscription could be transferred but told me that “all” of the representatives basically didn’t know what they were talking about. He told me that the only thing he could offer me was $25 service for the next 6 months. He was not rude, but was very cold. I asked who I could speak to and he said (with attitude) that he could transfer me to someone else but I would get the same answer. He didn’t seem to care that the notes were in my account proving that I had been told by multiple representatives that I could transfer my subscription.

I am beyond frustrated. I paid for a service that I can not use. I don’t know if the new owner of the Suburban has my lifetime service that I paid for, but that is completely unfair if that is the case.

I love the XM channels and would gladly have paid the $75 to transfer the lifetime subscription that I already paid for that I was promised by many representatives.

It is very bad business not to honor what representatives of your company are selling/informing or confirming.

Please contact me to let me know if there is anything you can do for me or point me in the right direction of who can.

Thank you for your time.

Regretfully, [redacted]

I sent the above letter with a return receipt requested. I received the signature card but have not received any contact from the company regarding this issue.Desired Settlement: I would like them to honor the lifetime service that I paid for and was promised could be switched to another vehicle.

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: Will not allow me to transfer subscription.

I purchased a Chrysler/Jeep Patriot in 2008. At that time I has a free trial of Sirius, and then purchased a Lifetime subscription. When I was being sold the Lifetime Subscription, I was told could transfer the subscription up to 3 times if I needed to (and at the time the fee would be $50.00) to another vehicle. Since then I purchased another vehicle a few years back and keep religiously a yearly subscription, with no problems on payment, etc... at roughly $250 a year. I was told today when I purchased my new Chrysler/RAM (same manufacturer) vehicle that I would be able to transfer the subscription without any problems. I got home called today to do so and now am told I cannot. That this changed and now it is only for "portable" radios. I think this is a complete scam. I want to get my new truck with my lifetime subscription that I have had for years.Desired Settlement: Have my Lifetime Subscription change to my new vehicles radio. I do not mind paying the fee they require .. as I was told on the phone today that it is $75 not $50 now ...

Consumer

Response:

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

Review: Signed up for 6 months then had them remove the credit card on file and told them to cancel service once the term ended. Instead, I got an email saying the account needs to be cancelled or charges will apply. This was on the day before thanksgiving. I tried replying to the email sent to me to cancel this account. I tried logging into my account to cancel and there is no such option. I then called but they were closed as the only way to cancel is to talk with someone so they can try and persuade you to remain a customer. So I ended up calling the following week and was able to get them to cancel. BUT they now say I owe $12 and change for the week I had service. I told them I was not going to pay it since they do not make it easy for me to say I want to cancel and quit charging me and that I had tried. They then tacked on late fees of $5. I don't know how this can be legal that they make it so tuff to be able to cancel. I could pay the balance and activate my account online using either my login or the link in the email. They could have easily included an option in the link to cancel service but they don't so they scam their customers. I went ahead and paid the fee but hope to get restitution here for $17. I told the person on the phone that I was going to lodge a complaint with Revdex.com.Desired Settlement: Credit of the amount paid and to make it possible for all customers to cancel service online.

Business

Response:

January **, 2016 The Revdex.com Serving Metropolitan New York Mediator [redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on Mr. [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching Mr. [redacted] account, his complaint regarding being billed $17.83 resulted from the remaining balance for the time period following the automatic renewal of his subscription per the Terms and Conditions in the Customer Agreement. Subscriptions automatically renew until a subscriber calls us to cancel. On June **, 2015, [redacted] called us to cancel his subscription on radio ID [redacted]. In lieu of cancelation, he accepted a 5-month promotional subscription for $32.38, as there was a credit of $14.36 for unused service from his previous subscription, there remained a balance of $18.02; which he made a onetime credit card payment for. A confirmation email was sent to [redacted] on June **, 2015 detailing the terms of the renewal and advising him of the upcoming charges. At the end of the promotional term, these packages automatically renew to a full price package, that bills on a quarterly term. His subscriptions automatically renewed on November **, 2015 at a prorated amount of $48.03 and an invoice was sent for $50.27; this amount included a $2.00 invoice fee. On November **, 2015, [redacted] called us requesting to have his subscription cancelled; which we processed immediately, leaving an owing balance of $12.22. A late fee was added on December **, 2015, bringing to balance to $17.83. On January **, 2016, [redacted] made a onetime credit card payment for $17.83. A member of our Corporate Solutions Team spoke with Mr. Dixon and reviewed his concerns with him. We informed him that as a gesture of good will, we will issue a refund for the $17.83; which was issued back to his credit card on January **, 2016. 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 Mr. [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

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 had a subscription with Sirius from 05/**/2015 - 11/**/2015. On the day the subscription expired the radio stations disappeared from my automobile Sirius station listings. However in the months of December 2015 and January 2016 I was still being billed. I called and cancelled immediately and was frustrated that they were quietly still taking funds from me.Desired Settlement: A full refund of December 2015 and January 2016. I would also like to see them change their policy on how they quietly bill people without receiving service.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]. We regret that his experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint regarding charges to his credit card resulted from the automatic renewal of his subscription following the purchase of a promotional rate subscription. Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rate in effect at the time if each renewal until the subscriber calls us to cancel. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. On May **, 2015, [redacted] began service with a 6-month Select subscription at a promotional rate, the balance paid with a credit card that was left on file for future renewals. A confirmation email was sent to [redacted] on May **, 2015 detailing the terms of the renewal and advising him of upcoming monthly credit card charges. On February *, 2016, [redacted] called us requesting to cancel his subscription; which we processed immediately and issued a refund of $8.83 for unused service. At this time an additional refund of $8.24 was provided, as this amount combined with the $8.83 reflects the total charge of $17.07 from January **, 2016. A member of our Corporate Solutions Team reached out to [redacted] regarding his concern. We reviewed the automatic renewal policy and explained that unless we are contacted, we have no way of knowing if a device is not receiving our signal. We informed him that as a gesture of good will, we will issue a refund for the $17.07 charge from December **, 2015. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

Consumer

Response:

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

Sincerely,

Review: I received a phone call after buying my new car that asked me to renew my Sirius XM subscription. The company informed me that the time frame I was choosing to purchase would expire and if I chose to renew then I had the option to renew when my current subscription ended. I received a statement that asked for an amount to continue my service however I determined I did not want the satellite radio at that time. The company has since forth sent me to collections for an unpaid amount. I contacted the business, asked the company about the charges, and explained that I was informed that I could chose to renew and not that it would auto-renew. The company informed me that I was misinformed and that their plans all renew. I asked the supervisor to clear my charges and he informed me there was nothing he could do. I stated that the person that contacted originally specifically told me that after my promotional period ended that I was eligible to renew at my own choice and was eligible for other promotional discounts. The person I spoke with me did not inform me I had to call to cancel if I did not want to accrue charges. The supervisor informed me I should have called to cancel and that I was misinformed by one of their representatives. The supervisor also stated that my service has been disconnected for a month however my car's Sirius radio has been disconnected for over 2 months.Desired Settlement: I would like for the company to remove the charges and clear my charges from collection.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that their recent experience led to a complaint with your agency. A member of our Corporate Customer Relations team reached out to [redacted] to express our concern and offer a resolution.

[redacted] states he received a call to renew his subscription and was told when his service would expire and advised he had the option to renew when the current subscription ended. He states he received a statement after that time and decided that he did not want to continue with service. He states he has since been sent to collections for an unpaid amount and upon calling, he was told he was misinformed and that all plans renew. He is requesting for the charges to be removed and to be cleared from collections as he was not informed her would need to call to cancel if he did not want to continue.

We spoke with [redacted] and explained that SiriusXM’s Terms and Conditions state subscriptions will continue for the length of the initial term selected until a call is made to SiriusXM requesting cancellation. Promotional rates only apply during the initial term, after that time period our then current rates take effect. He responded stating is he was advised of this, he would have canceled. We informed him that as a one time courtesy, we have reached out to CCA Collections to have his account removed. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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