Sirius XM Radio

Review: On March **, 2014 SIRIUS XM automatically renewed service for a vehicle radio that had previously been cancelled. I have made numerous phone calls to Customer Care to have the money refunded to my account. They tell me they refunded the money to another account number (not the account in which they had on file in which they made the original charge to begin with.) This company processed an UNAUTHORIZED charge to my credit/debit card for service I had previously cancelled.Desired Settlement: SIRIUS XM refund the money to the account they automatically charged the renewal for a vehicle that had previously been cancelled. No further charges be made to my credit/debit card for unsolicited service.

Business

Response:

April **, 2014

Hello [redacted]

Thank you for contacting SiriusXM on [redacted]’ behalf. We regret that her experience led to a complaint with your agency. After researching her account, it was found that her complaint is in regards to an auto renewal that charged the credit card on file $106.24 for a six month subscription.

On September **, 2013 a six month promotional subscription was set up for radio [redacted]. As per the Terms and Conditions an account will continue to renew until the customer calls to cancel and as there was no contact made the service had renewed on March **, 2014 charging the credit card on file. Promotional rates only apply during the initial term, after that time period our then current rates take effect. Service was cancelled on this date and a refund of $106.24 was issued on March **, 2014.

Our attempts to reach [redacted] via phone and email have been unsuccessful to date. [redacted] stated that she was advised the refund was not issued to the correct card, but we are showing the refund as being issued to the card on file. The refund was issued on March **, 2014 and the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. We remain interested in working with [redacted] and if she had not received her refund, we ask that she contact our Customer Relations Department sp we can further discuss her complaint.

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

SIRIUS XM Radio Inc.

Today I called to update my subscription with a 3month $30.00 offer sent to me from Sirius SM effective March *, 2016. I called the customer service line at 9:30am and was told the offer was for $50.00 per month. I explained I had an email in front of me stating $30.00 and she said the offer was $50.00. I asked to speak with a manager and he stated the same thing. He was rude, dismissive and not helpful I told him I would cancel my subscription as this practice does not work for me to offer something and give something else. He said Ok, cancelled my subscription and sent me to cancellations. I explained the situation and suddenly I was offered $25 for 5 months. He started to process my new subscription and we were disconnected. I called back and my order was never fully processed so the CSR processed my new subscription. 3 people, 3 calls, Customer Service needs work. Very disappointed in your business practices.

Review: I purchased a GM vehicle that has siriusxm. I guess they give 3 months free with purchase. This company has been relentless with calling me up to 4-5 times a day. I have asked them to stop calling me but the calls continue. I just blew up at the last person calling me on Sunday at 3pm on March *. The phone number calling is ###-###-####. I don't know if the calls are directed through this number or how their system works. I just want the calls to stop.Desired Settlement: Stop calling

Business

Response:

[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.

[redacted] purchased a vehicle that came equipped with a three (3) month trial of SiriusXM Radio service. He states he has been receiving several calls daily and has requested for them to stop, but the calls continue.

[redacted]’s account has been updated with his request to not be contacted. We would like to advise him that while we will make every effort to remove his phone number from our lists as soon as possible, it can take up to 10 business days to completely update all of our systems. During that time, it is possible that he may receive a few more calls due to campaigns still in progress. We would like to inform [redacted] that he could also find more information about this process by accessing the following link [redacted]. 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.

Review: Company took more money out of my account than authorized ..spent multiple hour on phone with several people ...meanwhile holding up money in my account and possible over withdrawal feesDesired Settlement: Full refund

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 a charge she did not agree too. She stated that because of this charge she may be charged overdraft fees. A member of our Corporate Customer Relations team reached out to [redacted] who stated she only agreed to a $202.74 charge however she was charged $291.09. Upon reviewing the account we found that before she was offered a promotional rate the full amount that was due charged the card when she updated the number. We informed her that the refund for the difference of $88.35 is being refunded back to the card that was charged. We informed [redacted] that we have removed her debit card from the account so that she will receive a invoice renewal and we placed a $40.00 service credit on the account to go toward the next renewal. 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: Customer Care[redacted] Sincerely, [redacted]###-###-#### (Option 3)

Review: Summary: On 7/**/2013 I spoke with a Sirius XM Salesman over the phone to roll my complimentary subscription that came with the purchase of my new car into a paid subscription. In that conversation, the salesperson set me up with a special rate for the first six months and explained that when it expired it would default to the standard ANNUAL subscription fees, which I agreed to.

On 1/**/2014 I was billed 143.19 for what I assumed would be the next 12 months, as agreed upon.

on 7/**/2014 I was again billed 143.19, in what I assumed is a mistake and proceeded to call Sirius XM's Customer Service department to correct the charge. What transpired in that call can only be described as the worst customer service experience I have ever had in my life. I spoke with a series of 3 representatives that all displayed the exact same behaviors, but ultimately culminated in my discussion with [redacted], the only [redacted] on the floor.

My request / explanation was simple. Even though I was led to believe that 143.19 would cover 12 months, I agreed to take advantage of their Annual Subscription package that retails for 246.30 per year if they would refund the difference of what I have already paid and what that subscription costs to extend service for the balance of the year. The refund would have worked out to 40.08 and I would have service until it was due again in January of 2015.

What I received instead was fundamentally a tongue lashing from [redacted] that consistently blamed me and said that this was all my fault. She overtalked me and was extremely combative the entire time. There was absolutely no effort to understand my issue, or offer a solution that was personalized to what I had experienced.

She also refused to escalate my concerns to a level above hers, to hopefully someone that would actually hear my side of the conversation, and I had to politely end the call with no resolution.

[redacted]'s behavior as a [redacted] extends all the way down to the agents that report to her. It's clear that they take their cues from her and I highly recommend internally reviewing my discussion with her to identify areas of opportunity for coaching and development.Desired Settlement: Even though I was led to believe that 143.19 would cover 12 months, I agreed to take advantage of their Annual Subscription package that retails for 246.30 per year if they would refund the difference of what I have already paid and what that subscription costs to extend service for the balance of the year. The refund would have worked out to 40.08 and I would have service until it was due again in January of 2015.

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.

They agreed to extend my service subscription for 12 months using the monies that were already deducted from account. It will auto renew at the regular rate in July of 2015.

Sincerely,

HOW TO DEAL WITH SIRIUS'S SNEAKY UNETHICAL BUSINESS PRACTICES: I bought a new car with the free 3 month trial. After the offer ended, I kept receiving endless mail offers and finally decided to try it for 6 months for around $35. I was wary about giving my credit card number or sending a check since they have that annoying "mandatory auto-renew" (Is that legal?). Therefore I sent a money order. I don't like companies having power to dip into my account at a time when I might have forgotten about it or need my money for other things! After the 6 months ended, they sent me a "bill" for six months at around $103! I did not ask for another 6 months, since I only paid for the six previous months, and definitely not for that price! I called, and of course it's a call center (WHY don't they GIVE AMERICANS JOBS?) with a foreigner trying to disguise himself with an American sounding name. After explaining that I only wanted the six months I paid for, and NEVER asked to renew their service past that date, they offered to "Credit" me but still wanted to charge me $10 or so for a few days that it was still on before the bill came. I explained to them that it illegal to give a service that was NOT ASKED FOR and then demand money, much in the way one is not obligated to pay a stranger who comes up to your car at a stoplight and starts washing your windows unasked. So now they start playing the game of making new offers, transfer, waste time asking the same repetitive questions each time, name address,phone, etc. obviously trying to frustrate the customers into giving in to renewing their service. Finally, by the 4th representative, I immediately let the rep know that I was RECORDING THE CALL with the option on my phone! I informed them again that it was illegal to give a customer something they did not ask for and then demand money, and would they PLEASE cancel my service? I stated if I had wanted to get service beyond the six months I paid for with the money order, I would have picked the 1yr or 2 yr options on the invoice. (I have been burnt before so I am very cynical with businesses) I finally got results. They tried to rattle off a quick cancellation number, and I demanded they send WRITTEN CANCELLATION to my email and made him wait until I confirmed I received the email cancellation. After seeing how they treat customers in these other reviews, I doubt I will use them again. I like the music service (except the new addition of commercials) , but I don't like their sneaky underhanded tactics.

Moral of the story 1) send a money order, NEVER give credit card or checking account info. Or a prepaid visa card. 2) When you call them INFORM THEM that you know they record the calls for "quality control purposes", and you are also GOING TO RECORD the phone call on your end to protect yourself. When they know they are being recorded, and with the advent of you-tube enabling customers to share bad experiences to the world, they will not try any funny business!

Review: I had 40 dollars to my name. Today I was declined a purchase for breakfast. when I checked my bank accout I did see a debit from Sirius Radio which left me negative 20 in my account. they billed 60.00. I contacted them and advised them that they had stolen the money. I NEVER authorized auto debit. The representative stated that they could automatically do that because when I last called in to make a payement, they kept my Credit card information. This is unacceptable. How can anyone in todays economy get away with stealing a poor persons money and causing them more distress by overdrafting their accounts. The representative advised me I could cancel my account, but I would not see any money returned to me within 35 days. Now I have no money for gas to get to work, nor every day essentials to feed a family.Desired Settlement: I want my money returned to me, and I want restitution as well to pay off my bank fees. REGULAR CHECKING - X[redacted] Available Balance: - $18.03 Pending Transactions (REGULAR BUSINESS CHECKING [redacted]) [Hide] Date Time Debit(-) Credit(+) Description Action 07/**/13 06:11 AM $56.57 PRE-AUTHORIZATION DEBIT AT SXM*SIRIUSXM.COM/ACCT, ###-###-####, NY ON [redacted] FROM CARD#: XXXXXXXXXXXX[redacted] You can see from above it is pending still and shows me my negative balance. this will just make the bank overdraft me on everything that is pending.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We’ve investigated their complaint and have found it to be an invalid complaint. [redacted]’s complaint states that he was charged for a renewal without his permission and because of this he now has overdraft fees being charged to his bank account. He stated that the last renewal he called to make a payment but he did not want his credit card left on the account as he always receives invoices. After reviewing the account and contacting him, we found that the service had renewed on a credit card as he had called to make a payment for the last renewal and where the box was not checked off for a one time payment this caused the credit card to be added to the account.

As a gesture of good will, we have refunded the last charge back to the credit card and we informed him that we are unable to refund for overdraft fees however we will set him up on a 5-month subscription and waive the balance. We informed him that the refund process can take 3-5 business days and we ask that he phone us back once he notices the refund has been posted so we can set his account back up on invoice billing and remove his credit card information. As this issue has been addressed we have closed this complaint as resolved.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

###-###-#### [redacted]

I recently purchased a new car with free XM radio for 3 months. I gladly accepted the free trail, but found that the price was not worth the service. At the end of June I stated that I did not want to continue service. They obliged, and told me that it was no problem. Then they proceeded to call me over and over and over and over again. I stated multiple times that I was not interested, but they kept calling. I stated that they should NOT call me again, and I was assured that they would not. The very next day I received ANOTHER CALL. This is harassment.

Review: I cancelled sirius xm service to my portable device in June on 2013. I just discovered that I'm still being charged for the service. I called to find out why, and they don't have any record of the cancellation. Refunded 1 month's fees to my account. That radio I have been paying for every month has not worked since I cancelled the service but they are telling me that I was billed every month for services rendered. Will NEVER use this service EVER again.Desired Settlement: Refund

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching his account, it was found that his complaint is in regards to automatic renewal and being billed for service and late fees after cancellation.

A review of the account determined that a call was made on July **, 2013 to cancel the XM Premier monthly subscription that was in a Nissan Titan. At this time, a trial subscription was activated for Dodge Ram, but no further cancelation requests were made and service continued for the portable radio on the monthly subscription.

We reached out to [redacted] and informed him that as he did not reach out to us prior to any previous charges, we will be unable to refund him back to July 2013. We informed him that if he did request to cancel service on the portable radio in July 2013, he would have been charged a $75.00 early cancelation fee. We offered to refund the 2014 charges; which he declined. As it is the customer’s responsibility to monitor their credit card charges and there was no further request to cancel service until March 2014 no further refunds will be issued.

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

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

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

The service was not cancelled when requested. problem not resolved

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. [redacted] states his complaint has not been resolved as his service was not cancelled when requested.

We reached out to [redacted] to further discuss his complaint. He informed us that he was not expecting to hear from us again and he considers this matter closed, but will never use SiriusXM services again. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted] and find that this resolution is not satisfactory to me and the matter has been resolved.

Sincerely,

Review: They are charging my credit card after having three discussions with them on the phone about cancelling my service. I called to find out the end of contract day and then called back to cancel. Then they billed my credit card for a renewal and refused to credit the account. Their people told me when it was to renew and I called to cancel on that date. Not to mention they have a monopoly on subscription based radio. The overage charge was $21.30

Business

Response:

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. A member of our Corporate Customer Relations team reached out to [redacted] to express our concern and offer a resolution.

[redacted] states he was overcharged $21.30. He states he called Customer Service to find out the end of his contract date and called back to cancel, but his card was charged for renewal.

Upon reviewing the account, on September **, 2013, radio [redacted] was upgraded to a 6 Month Promo for $24.99 plus applicable fees and taxes totaling $29.80; which was paid via credit card. There was a balance due of $21.31 prior to this subscription change, but the system did not credit the account for the unused service prior to the change and the $21.31 balance was debited as well. A refund of $17.28 was issued on September **, 2013 and another for $5.00 on October *, 2013. A member of the Corporate Customer Relations team reached out to [redacted] and as a one time courtesy, offered to reactive service on radio [redacted] on a 6 month promo at no charge to him for the inconvenience he experienced; which he accepted. We informed him as per our Terms and Conditions, service for radio [redacted] will renew for the semi annual subscription at our then current price on March **, 2013 and on radio [redacted] April *, 2014 unless he contacts us requesting cancellation prior to these dates. 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

Consumer

Response:

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

Sincerely,

Review: Originally my son and I purchased a Starmate Sirius radio with a lifetime subscription in 2006. Later on that year we purchased a Stiletto radio also with a lifetime subscription. In December of 2007 I purchased a Nissan Murano and I transfered the Stiletto account to the car's radio becoming radio ID [redacted]. 2 months ago I traded in my Murano for a 2014 Rogue, however when I called to transfer my Sirius service they told me that there would be a transfer fee of $75. When purchasing the original accounts there was never a mention of transfer fees. Today when I turned on the radio some of the channels no longer worked, and when I called Sirius they told me that I had to pay an additional charge of $100 to get a "Premium" package. On the Murano I received all the stations, so how could the transfer be any less? I was also charged a $75 fee to transfer the first lifetime subscription from a 2011 Rogue WJZNC205 to a 2014 Rogue B40N348Y.

I think that they are trying to remedy a bad business idea ( Lifetime Contracts ) by making up fees to compesate.Desired Settlement: I don't think that I should have to pay any type of fees whatsoever, however I can see paying a reasonable charge for tranfering accounts when buying or leasing a new car .However, $75 seems a little steep. I certainly should not have to pay for an upgrade that I already had.

Business

Response:

[redacted]

Thank you for contacting SiriusXM on [redacted]’ behalf. We regret that his experience led to a complaint with your agency. After researching his account, it was determined that the complaint is in regards to a $75.00 transfer fee and an additional fee to receive the premier package.

A member of the Corporate Customer Relations team spoke with [redacted] and explained to him that per our Terms and Conditions, Lifetime subscriptions that were purchased from March 2005 to September 2007 are allowed a transfer to new device up to three times and is subject to a $75.00 fee for each transfer. We informed him that as his previous device was a Sirius branded on a Sirius Select package once his new device; which is XM branded, was transferred to his Lifetime subscription, he would be receiving the XM Select packaging. In order to upgrade to the Premier package for the Lifetime subscription, there is an additional $100.00 chare as this provided the customer with additional channels. As a gesture of good will, we agreed to waive the transfer fee, but informed him that he would need to pay the $100.00 for the upgrade of service; which he agreed to. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below

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

Review: We do nto xm or sirrus radio, they have charged my credit card again and again againDesired Settlement: Refund NOW!!!!!

Business

Response:

April **, 2014

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

Hello Mediator,

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

[redacted] purchased a semi-annual subscription, at a promotional rate, in August 2013. Per our Terms and Conditions; which are provided on our website [redacted], the subscription continues to renew at the rates in effect at the time of renewal and charge the credit card on file until the customer calls us to cancel. Promotional rates only apply during the initial term, after that time period our then current rates take effect. We show no request to cancel service prior to renewal. Our attempts to reach [redacted] have been unsuccessful to date. Since we have not spoken with [redacted] we would like to advise her that her subscription has been cancelled and a refund of $75.34 was issued on April **, 2014. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Review: They auto bill even though last Dec, I called and told them I want the service to expire on the anniversary date and not bill. They charged me 299 for a new subscription on Jan [redacted]. I called on the [redacted] when I seen the charge, they promised to refund my cc payment, as of today their call center in Nova Scotia said it was processed on the [redacted], yet my bank has no record. I call corporate in NY, they continue to transfer me to the Canada center. I just issued a charge back through my bank and their customer service people don't provide answers, just excuses.Desired Settlement: A refund as promised and an apology from their CEO as the girl in NY four times in a row sent me to Canada for resolution.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint is in regards to his credit card being charged for an automatic renewal of his subscription, after requesting to cancel the service. In addition, Subscribers with an annual subscription or higher receive a renewal notice, prior to the renewal of the subscription. A review of the account determined that on January *, 2015, [redacted] called to cancel service on radio ID [redacted]; which we processed immediately. We show no request for cancelation of his other radio [redacted]; which automatically renewed on January **, 2016, charging the card on file $299.40. On January **, 2016, [redacted] contacted us requesting for this subscription to be cancelled; which we processed immediately and a refund of $299.40 was issued on January **, 2016 to the credit card ending with [redacted]. A member of the Corporate Solutions team reached out to [redacted] via phone and email to discuss his concerns, but we were unable to speak with him and address his concerns. Currently there are no active devices on his account and a refund of $299.40 was issued back to his credit card on January **, 2016. If [redacted] has any additional questions or concerns, we urge him to contact us using the information provided. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

Review: I cancelled the credit card associatiated with my Sirus XM account.

Sirus XM began to harrass me from number [redacted].

I told them I wanted to cancel and they demanded that I pay the money I owe them first to be allowed to cancel.

I told them no but then missed listening to my radio a little so I paid the money but then the radio never turned back on so then I cancelled the service. Then they began calling me again with the same routine even though I cancelled saying I owed them money.

I realized they were a complete scam.Desired Settlement: I want free radio service for a while. I think I deserve it.

Or I would like them to stop contacting me, FOREVER.

Business

Response:

April **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted], Thank you for contacting SiriusXM on [redacted]’s behalf. We regret his recent experience led to a complaint with your agency. After review, [redacted]’s 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. Cancelling the credit card does not stop the automatic renewal of the subscription. On February **, 2015, [redacted]’s All Access Annual subscription renewed; however, we were unable to charge the credit card on file. On March **, 2015, the subscription went inactive for non-payment, leaving a balance of $16.77 for used service from February **, 2015 to March **, 2015. A $5.00 late fee was added on March **, 2015, bringing the balance to $21.77. On March **, 2015, a credit card payment was made for the $21.77 bringing the account current and his subscription was restored to active status. Unfortunately, we have no way of knowing that a customer is having trouble using a device and receiving the signal, unless they contact us. As there remained an owing balance of $207.41 for service from March **, 2015 to February **, 2016, we were contacting [redacted] as we were attempting to collect outstanding balance. A member of our Corporate Customer Relations team spoke with [redacted]; who expressed his dissatisfaction regarding receiving calls. As a courtesy, we placed radio [redacted] on an annual Select subscription, at no cost, and set a future deactivation date (FDD) for April **, 2016, to prevent automatic renewal. As [redacted] was not with his vehicle at the time, we provided him with a phone number and email address to have a refresh signal sent to the radio. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: Customer Care[redacted] Sincerely, [redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Consumer

Response:

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

Sincerely,

Review: charged my credit card for over $200.00 without permission. called them and they gave me

a rate of $28.00 for 6 months and said they would credit my credit card. In the meantime

I received a check for $173.00 or so. I threw the check away because I thought it was sent in

error as I was told they were credit my credit card. This happened on 2/**/15 and credited on 2/**/15. My credit card was charged again on my April 2015 statement. The credit card company said they cannot do anything. I have called sirius radio at least 10 times. A few months ago they told me they would reissue a check and it would take about 6 weeks to receive. Never received the check. I called again last week 5/**/15 and was told even by a manager that they would process and it would take another 6 weeks to receive. This is ridiculous. It is going on 4 months and I still have not received a check.Desired Settlement: I would like a refund check sent immediately.

Thank you

Business

Response:

June *, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal that charged his credit card over $200.00. He was advised the refund would be issued via check so when he received a check refund so when he received a check in the mail for $173.00 he threw it away. He is currently still waiting on his refund. A member of our Corporate Customer Relations team reached out to [redacted]’s however as he was not available we spoke with his wife. We advised her that we have sent up her information to cancel the old check as they threw this out. Once this refund is placed back on her account we will process this refund of $173.05. [redacted] was satisfied with the information and she has our contact number 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 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: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Review: I receive at least 3 calls a day from this company, trying to get me to purchase their services. I have politely and repeatedly asked them to cease calling me. The phone calls continue. It is utter harassment and I just want it to end.Desired Settlement: For the phone calls to cease.

Business

Response:

May *, 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 phone calls she has been receiving. She would like to be placed on the Do Not Call list. A member of our Corporate Customer Relations team reached out to [redacted] via email and advised her that we have updated our records to reflect her request to place her telephone number on the Do Not Call list. While we make every effort to remove this phone number from our contact list as soon as possible it can take up to 3-5 business days to completely update all of our systems. During that time it is possible that [redacted]’ may receive a few phone calls from us due to campaigns still in process. Please be advised that this action will not be applied to important communications regarding the status of your service or account or to legally required notifications. 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: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

The service was okay. We did get what we paid for. However, the billing was terrible. We specifically asked not to have automatically renewed subscription since we only wanted the service for a short period of time. The service was renewed automatically and we never got even an email telling us that the service was up for renewal or informing us that our credit card was being billed. Of course we had to pay the difference from when it was renewed until the time we noticed the charge and stopped the service. Felt that this was an underhanded way to dupe the customer. If they can automatically renew, they can automatically inform the customer that this is happening.

Review: Hello. I have had an annual subscription to sirius xm radio for several years but have not used it much. Every July I get billed for the year in advance. This year the automatic billing had a problem because the credit card issued me a new card a couple months ago (the previous card on record would not process the order). So Sirius called me to let me know they could not process the order. I told them I no longer wanted their service but would pay for whatever number of days in the new year that had elapsed. I was told the bill was for some amount in the $9 range. That was on Sunday Aug **. On Monday I got a call from someone at Sirius that was aggressive. She told me I had to go through an exit process with them. I objected to the premise that I HAD to do anything. She was aggressive. I told her she was mistaken if she thought I HAD an obligation to spend my time listening to them try to convince me to become a customer again. I hung up on her after she said if I failed to complete the call/process with her someone else would call. The nerve! That's the last I heard from Sirius -- until I checked my credit card statement online this morning. I would have to bet they over-charged me to be spiteful. The bill charged to my visa card was $191.42. Far off the $9 amount I was told and approved. I have disputed the charge with visa. They've been so pushy and spiteful, I'd like to make sure the public knows about this.Desired Settlement: Presumably Visa will make sure the transaction is reversed. I would like a letter of apology for their sleazy, pushy, rude, behavior.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal for his subscription, he stated that his credit card was not allowing the payment to go through so Customer Service contacted him to inform him of the balance due for the renewal. He stated he informed the agent he did not want to continue and several days later he received a phone call from an agent informing him he needed to go through the exit process in order to cancel. He stated that he paid the balance for the time used however when he checked his account he saw that he had been charged $191.42. He feels this was done out of spite and he would like a refund and an apology for the way he was treated. After reviewing the account and contacting him, we found that the account had not been closed as he did not speak with the Cancellation Department so when he provided his credit card number he was charged for the full renewal.

We apologized for all the frustration this issue has caused and for the Customer Service he had received. We offered to place him on a 1-Year half off promotion for $95.00 should he wish to continue but at this time he declined. We have confirmed that the account is closed and a full refund of $191.42 will be issued back to the credit card that was charged within 3-5 business days. Since this issue has been addressed we have closed this complaint as resolved.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

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

Consumer

Response:

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

Sincerely,

Review: On 9/**/2015 Sirius XM debited my personal bank account in the amount of 205.68. I was not aware of any renewal that was taking place and I never agreed to such a high price. Once I saw the charge I called Sirius XM immediately and cancelled my service and demanded my account to be refunded immediately. I kept being offered lower and lower yearly amounts and I can not even begin to tell you of the bait and switch I think they are dealing out to unsuspecting consumers. The whole process resulted in them cancelling my account and I was told a refund would be made. In accordance to the FTC Fair Trade Act I know that the original form of payment was to be credited...I was wrong as Siruis XM decided they would not follow Federal regulations.

Instead of making me whole and sending the money back into my bank account, the person whom they took the money from they refunded my husband who does not have any loss of income on his part nor is he associated with my bank account nor will he give me the funds. I am shocked and horrified that Sirius XM would allow for fraud to take place. They actions show me that anyone can steal credit cards open Sirius accounts and cancel them they have them mail them refund checks even though they debited another persons account.

The whole issue started when they would not issue me my own account because I got a discount if I put it in my husband's name because he already had a radio. The fee paid was 89.00, so seeing a bill for 205 is outrageous. It is even more out outrageous when they are willing to take $30 a year for their service.

I have reached out to them and have basically been told they will not make me whole, even though they charged my account and took my funds. I reached out via phone and social media and they have blocked my social media account and will not return any correspondence. I have also filed a FTC complaint as they are in direct violation on the FTC Fair Trade Act when refunding consumers.

I find it so odd that they could not reverse a debit on the same day and make my account whole and that they would allow fraud to thrive.Desired Settlement: I want my 205.68 back to my back account. I am also looking for an additional 45 to payback the over draft that was charged to me as well as an additional 115 paid to me for the time I took from my job to try to get my money back that they did not have my permission to take. I would also like to see them comply with the FTC and not allow monies to be fraudulently taken from consumers. They also need to allow women to have their on accounts seperate from their husband and give them the FAKE discount that they would offer a multi radio as they obviously have no true value of their service if they are willing to go from 205 a year to 30 a year.

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint regarding a charge on her credit card resulted from the automatic renewal of her promotional rate subscription to standard rates. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. Promotional rates only apply during the initial term and the subscription renews at the rates in effect at the time of each renewal. On July **, 2014, [redacted] contacted us inquiring about pricing. Receivers from account [redacted] and [redacted] were consolidated into account [redacted], husbands account, and she stated she would speak with her husband regarding setting up a subscription and would contact us back. On September **, 2014, [redacted] purchased an annual subscription at a promotional rate and paid $106.64 via credit card. An email was generated and sent to [redacted], the email address on file, confirming her transaction, which also included automatic renewal information. On September **, 2015, the subscription automatically renewed at standard rates and the credit card on file was charged $205.68. On September **, 2015, [redacted] called to cancel her annual subscription. During the cancellation process, agents may present customers with special offers inviting them to remain SiriusXM subscribers. At this time, her subscription was cancelled and her credit card was removed off file at her request. A refund was requested; however due to the change in payment type from credit card to invoice, the refund of $205.68 was requested via check to the name and address on file, [redacted]. A member of our Corporate Customer Relations team spoke with [redacted] and reviewed her concerns with her. We explained our promotional rate subscriptions and the automatic renewal policy. [redacted] advised us that she disputed the charged with SiriusXM and was refunded the money via her bank. Check number [redacted]; which was issued on September **, 2015, was voided. 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 concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]

[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option *)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that they truly didn't resolve the matter as my complaint with my bank made my account whole. I am still not satisfied that the business practices performed by Sirius is compliant with the FTC Fair Trade Act as a simple void of a debit transaction would have returned the funds. I work in a merchant industry and know how the processes work and now even wonder about their PCI compliance. While yes I was made whole by my bank I am still not 100% satisfied with Sirius but at this point there is nothing for them to offer me.Sincerely,

Review: My subscription with Sirius radio had expired and I decided not to renew. When Sirius contacted me to update my credit card information , I told them at that time I was not interested in renewing their subscription. They however continued to play Sirius radio in my car even after they were told I did not want to renew the subscription. They have continued to call harassing me and my family by phone demanding payment for a product that was not subscribed to after our service agreement had ended and were told numerous times that was no longer wanted. We are continually called three to four times a day by this company demanding money in exchange for services not agreed upon.Desired Settlement: I want Sirius radio to immediately stop all harassing phone calls to this listed number. I do not want any charges associated to this account listed in my or my husband's name as I did not authorize any other new charges to be set up.

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 she did not authorize. She stated that she continues to receive phone calls informing her of a balance even after informing Listener Care that she does not want to continue. She would like to close this subscription and confirm there is no balance due.

A member of our Corporate Customer Relations team reached out to [redacted] and apologized for all the frustration this issue caused. Upon reviewing the account and we explained the service automatically renewed and an attempt to collect payment from the Credit card was made, as per our Terms and Conditions. The method of payment on the account was Credit Card so when the auto payment went through for the renewal we were unable to collect payment. This resulted in [redacted] receiving calls for to inform her of a balance due caused by the automatic renewal as there was no cancellation request made prior. The Department that contacts customers regarding past due payments is not able to cancel services, they only update the Credit Card on the account so that payment can be collected. If the customer requested cancellation they would have been sent to the Cancellation Department to have the subscription closed. As per our Terms and conditions the customer must contact Listener Care to cancel a subscription. [redacted]’s service is now cancelled and the balance was cleared so there is now a $0.00 balance. Since there is no further action to be taken we have closed this complaint as resolved.

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

SIRIUSXM Radio Inc.

Sincerely,