Sirius XM Radio

Review: Company refused to extend 3 month trial subscription to me even though I received 3 solicitation emails offering the vehicle trial to me.

Company reps stated they were refusing because I would be a possible returning customer and NOT a new customer. Those details were NOT listed in the body of the 3 emails.

The marketing emails are very deceiving and I received 3 in a row that were all stating free 3 month trial.Desired Settlement: I want my 3 month trial vehicle service.

Business

Response:

April **, 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to emails he has been receiving informing him of a free three month trial subscription. He stated when he phoned to set up this subscription he was informed he was not eligible so he would like to speak with someone to address these concerns.

After reviewing the account and reaching out to [redacted] we apologized for all the frustration this issue caused. We requested that she send in a copy of the email which we received and it did state she was entitled to a three month free subscription. We informed her that this was sent in error but we would honor the free trial as a courtesy. The subscription has been set to close on July [redacted], 2014 and she is aware that should she wish to renew she has to phone SiriusXM before that date or the subscription will be cancelled. Since this issue has been addressed we have closed this complaint as resolved.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] 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.

Overcharged my account. When I called they kept transferring me,they kept trying to get me to renew wouldn't take no for an answer.

Review: This could also fall under the category of this company has unethical billing methods. I have attempted to cancel service with Sirius XM several times. I agreed to extend with them because of "free trials" and/or "promotional rates". However, I have received many different bills from them with different bill amounts. I've made several calls to them @ ###-###-#### to have the bills corrected and the balance back to zero. They simply do not get it accomplished. I spoke to customer "service" just this month because I received a bill for $73.36, even though I was on a 5 month promotional rate that expired on Oct. **, 2013. On Oct. **, 2013 I called and cancelled my account, explained I did not want any automatic renewal, nor did I want any more "offers" from them. After articulating this multiple times to the customer "service" agent, I was ensured that my account would be closed and the balance set at zero. However, I've received yet another bill in the mail requesting $73.36. I will not pay this company a cent, and I will not waste another minute of my life contacting them. Nobody can be this stupid...only dishonest and unethical! Please intervene & also share with other potential consumers! CONSUMER BEWARE OF THIS COMPANY & THEIR BILLING PRACTICES!!!!Desired Settlement: I would like to have a statement from this company showing there is no balance. Additional, I do not want to be contacted by them for any marketing purpose. Thank you for your time, Revdex.com!!!!

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 has received many different bills from SiriusXM with different billing amounts and made several calls to have the billing corrected and the balance back to zero. He states on October **, 2013 he called and cancelled service and explained he did not want the auto renewal or any further offers. He states he received another bill for $73.36 and he is requesting for a statement showing his account is at a zero balance and no longer wants to be contacted.

Upon reviewing the account, we saw were a five month promotion was accepted for service from May **, 2013 to October **, 2013. Per our terms and conditions, service renewed on October **, 2013 and an invoice was sent for the $73.36 balance due for service until January *, 2014. Service was canceled on this date and the $2.14 invoice fee was credited for his account to reflect a zero balance.

A member of the Corporate Customer Relations team reached out to [redacted] and explained that the invoice was sent on the same date he called to cancel service. We confirmed that his service was cancelled and his account is at a zero balance. We have updated his account with his request not to contact him with solicitations. 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. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

Review: I called and cancelled my Sirius Radio subscription three years ago. The automatic renew, specifically requested, was not process correctly and although I have not had service in my vehicle for 3 years, they automatically renewed my service for a car that I no longer own.Desired Settlement: I want to caution everyone that has previously done business with this company that they are sneaky thieves. Not only did they renew my service after being specifically requested not to do it, they report not having any record of our previous conversation for cancelling the service which I have not had for over three years, claiming that I was a continual customer even though the Sirius Radio was not functional in my vehicle.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to an automatic renewal that he claims to have cancelled three years ago. He stated he has not owned the vehicle in over three years so he does not understand why his service was not closed when requested. After reviewing the account and contacting him, we found there were no notes on the account since September *, 2010 when the service was activated. Per the Terms and Conditions an account will continue to renew until the customer calls to cancel and according to the notes there was no cancellation request made.

The service was closed on October *, 2013 as requested and a full refund for the 2013 charge was issued back to the credit card on October*, 2013 in the amount of $527.87. Since that time we have removed the credit card information from the account as requested by [redacted] and we have confirmed that the subscription is closed. 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]’ concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below.

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: Trial period of Sirius comes with an automatic renewal. I did not agree to an auto renewal. Wife had Sirius she was not informed about the auto renewal policy.

Will also contact the [redacted] Attorney General concerning this practice.Desired Settlement: Sirius to provide a refund of the money they charged use. A letter of apology.

Business

Response:

February**, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID[redacted], [redacted] Hello[redacted], Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint relates to our auto renewal policy. On July**, 2014, [redacted] purchased a 6 month subscription at a promotional rate on radio [redacted] for $36.04. On January**, 2015, at the end of the promotional term, the 6 month subscription automatically renewed at our then current rate of $109.60. However we were unable to charge the credit card on file. A member of our Corporate Customer Relations team reached out to [redacted] to address his concerns and we reviewed the automatic renewal policy. We informed him that trial subscriptions do not automatically renew as they are just trials and will only continue after the trial if you decide to purchase additional service. We also explained that promotional rates only apply during the initial term, after that time period our then current rates take effect. [redacted] accepted a Mostly Music annual subscription at a promotional rate of $121.90. A future deactivation date (FDD) was set for February**, 2016 to prevent auto renewal. Should he have any further questions or concerns, we ask that he contact our Customer Relations Team at the number provided below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (option 3)

Review: Harrassment.

On June [redacted] I received a phone call from Sirus XM Radio ([redacted]). They wanted to know if I wanted to renew my subscription (that came with the vehicle when we brought it in December 2013). I told them no thanks.

Then on on June [redacted], I received 4 phone calls from Sirus XM Radio ([redacted]) asking me the same question. I again told them no thanks and then asked them to remove my name for their call list.

On Monday, June [redacted] I received 2 more phone calls from Sirus XM Radio ([redacted]) once again asking me the same question. I told them NO and that I had asked that my contact information be removed from their database. They then proceed to ask me what my phone number was. Well, its obvious they had it as they had been calling me repeatedly; however I gave it to the caller (###-###-####) as well as my other two phone numbers. I then told them that if I continued to received phone calls from them that I would file an complaint with the Revdex.com.

On Tuesday, June [redacted], they called me two more times.

On Wednesday, June [redacted] I received three more calls from them

On Thursday, June [redacted] which is today, I have thus far received two more calls.

This form of harassment needs to stop and it needs to stop immediately because I wll file a a complaint with the Federal Government if I get any additional calls.Desired Settlement: No more phone calls ever from this company. I also DO NOT want to get anything from them in the mail..... (U.S. Mail, UPS, FedEx, email anything.

I want ALL correspondence and communication from them to STOP!!!!

Thank you

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. We regret that her recent experience led to a complaint with your agency. After researching her account, it was found that her complaint is in regards to receiving repeated phone calls after requesting to no longer be contacted.

A member of the Corporate Customer Relations team spoke with [redacted] and informed her that the contact preferences have been updated on her accounts to do not contact. We advised her that while we will make every effort to remove her 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 she may receive a few more calls, due to campaigns still in progress. 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]’ 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,

Review: I had a six month subscription to Sirius Satellite Radio. After the subscription had expired I received numerous calls and letters asking me to renew my subscription. I told the reps who called me on 4 different occasions that I did not wish to renew my subscription. I also told them to discontinue sending letters in the mail asking me to renew my subscription. This has been going on since December of last year. I just received another letter in the mail today asking me to renew my subscription. I do not want to receive any additional solicitations from this company.Desired Settlement: I just want them to stop asking me to renew with them.

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. After researching [redacted]’s account, it was found that his complaint is in regards to receiving repeated mailings after requesting to no longer be contacted.

Upon review, we found two (2) accounts that show a do not call request on February *, 2014. At this time, account [redacted] and [redacted] were updated for do not call only.

A member of the Corporate Customer Relations team spoke with [redacted] and informed him that the contact preferences have been updated on both accounts to do not contact. We advised him that while we make every effort to remove the contact information 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 mailing 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.

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,

Review: I PURCHASED A USED VEHICLE WITH A RADIO WITH XM CAPABILITIES IN MARCH, 2014. THE SCREEN STATED TO CALL FOR FREE 30 DAYS SERVICE. DURING THE 30 DAYS I DECIDED NOT TO KEEP THE SERVICE. UNKNOWN TO ME, SIRIUS XM STARTED TO CHARGE ME A MONTHLY FEE OF $17.35 FROM APRIL, 2014. IT WAS JUST A WEEK AGO, AFTER RECEIVING MY MONTHLY CHARGE CARD STATEMENT, THAT I BECAME AWARE OF THE CHARGES. I NEVER RECEIVED ANY SERVICE DURING THAT TIME AND WASN'T AWARE I WOULD BE BILLED AUTOMATICALLY AFTER THE 30 DAYS. THIS COMPANY HAS A POLICY THAT WOULD REQUIRE ME TO CALL TO ACTIVATE THE SERVICE AFTER THEY BILLED ME WITHOUT NOTICE. THIS MEANS THAT I WOULD BE PAYING FOR SERVICE THAT THEY ARE NOT PROVIDING BECAUSE DESPITE THE FACT THAT THEY CAN BILL AUTOMATICALLY, THEY DON'T ACVTIVATE THE SERVICE AUTOMATICALLY. THIS IS HOW IT HAD GONE UNNOTICED BY ME FOR THESE PAST MONTHS.

I ASKED THE COMPANY ON OCT. [redacted] BY TALKING WITH [redacted], TO REFUND ALL THOSE MONTHS OF SERVICE CHARGES BECAUSE THE COMPANY SHOULD HAVE BEEN AWARE OF MY NON-USE DO TO THE FACT THAT I NEVER CALLED TO "ACTIVATE" THE SERVICE AS THEY REQUIRE. HE STATED THAT THE COMPANY WOULD NOT DO THAT EXCEPT FOR $7.80 PARTIAL REFUND FOR THIS LAST CHARGE IN OCTOBER. SINCE WE COULDN'T COME TO TERMS, I ADVISED HIM I WAS CALLING THE Revdex.com TO HELP RESOLVE THIS.Desired Settlement: ALL CHARGES REIMBURSED EITHER BY CHECK OR RETURNED TO MY ACCOUNT.

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 for a subscription he did not agree to as he only wanted the 30 day free trial. He stated that he never had the service so he requested a refund however was informed he would only be refunded a partial rate of $7.80. He wants to be refunded for all charges going back to April 2014.

A member of our Corporate Customer Relations Team reached out to [redacted] several times to discuss his concerns however we were unsuccessful in reaching him to come up with a resolution. Upon reviewing his account we found that he was not registered for the online listening as he never went online to set this up. We would like to speak with him so we could start the process to issue his refund of $113.62 for the charges as he did not use the service. We ask that he contact us at the number listed so we can start this process and confirm the information on his account.

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

SIRIUSXM Radio Inc.

Sincerely,

Review: Sirius XM billed my credit card with the first customer service agent stating that my XM radio would start immediately. It did not start immediately. I called Sirius and the next service agent had no information about my account at all. I called my credit card company and the charge was listed on my account. I called back two more times and no one could see that my card was charged but were all sorry that I was getting frustrated but would be able to take my card info and charge me again and get activation immediately. On the last call I asked to never be called or contacted again because of a serious disconnect with Sirius customer service, which totally sucks. I called my credit card company and placed a dispute.Desired Settlement: I never want Sirius XM to contact me again.

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. We have investigated [redacted]’s complaint regarding being charged for service he did not receive and determined it was due to agent error.

On July **, 2014, [redacted] accepted a promotional 6- month subscription for $29.94 plus applicable fees and taxes. [redacted] provided his credit card number and a payment of $36.00 was debited. However, the agent activated the incorrect radio id and when [redacted] contacted Listener Care to state he was not getting service, he was advised it was due to no service being activated with his radio id.

A member of the Corporate Customer Relations team spoke with [redacted] and apologized for any inconvenience he experienced. [redacted] provided us with his credit card number and we were able to find the charge. [redacted] stated that he disputed the $36.00 charge with his bank. We provided [redacted] with a 5-month promotion on radio [redacted] and credited his account to reflect a $0 balance. 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,

Review: This is third time I try to resolve this issue with the business. I cancelled the service 2 years ago and recently received a new billing statement. I called to complain about the practice and made it clear I did not want or care for the service . I was assured that my account was showing it had been cancelled. This business has failed to follow through on the cancellation request. Their business practices are unethical and a reflection of customer service options that are not being reported accurately or correctly. This has resulted in aggravation and taken much of my personal time to resolve this issue and left with this option to pursue in an effort to resolve it.Desired Settlement: I want my account closed permanently, I will not be submitting any form of payment for the billing statement sent for services I had cancelled 2 years ago. Your assistance in filing this complaint and providing the desired outcome is appreciated.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ 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 she cancelled service and received a new billing statement and was assured her account was cancelled. She is requesting for her account to be closed permanently.

We reached out to [redacted] and informed her that upon reviewing the account, we show no request for cancellation of service. We confirmed that we have closed service on September **, 2013 and credited her account to reflect a $0 balance. Should she have any further questions or concerns, we ask that she 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]’ concerns. If you’d like to contact us regarding this matter, please use the information listed below.

I called in mid March-2016 to cancel mu subscription. After checking my bank statement the first week of April-2016 there was a charge for XM radio. This really aggravated me so I called again. I was told they would cancel my subscription and refund my money in 3-5 business days. That really upset me because they took my money immediately but want to keep it for 3-5 more days before returning it! When I asked to speak to a supervisor or the complaint department I was put on hold and never got to talk to anyone.

I hope they recorded the conversation as they say they may to hear the bt customers put up with!

I will never deal with them again and will pass my experience on to anyone that will listen.

I have been trying to purge our information from the Sirious system for a year. I have been told that they can only deactivate radios and remove us from mailings, emails, and calls. That we will still be in the system. They have us in their system for a car we haven't had for 7 years!!! I made it clear I was contacting Revdex.com and that I no longer want to be connected in their system in any form. Soupposedly my complaint will be sent up the chain. This is a very sketchy outfit. Do not trust Sirious radio!

Moved my service from one vehicle to another. My new vehicle had a 3 month trial and I still had 6 months to go on my old vehicle. Have to cancel old plan and loose money to renew. When asked how it was broke down transferred to the business dept. which 15 minutes later never answered. Recalled asked for a supervisor right away would not give me one finally after she yelled at me on the phone she said she would get a supervisor and it was her again playing the supervisor role. I dislike working with anyone at this company.

Review: On March **,2015 I called Sirius XM to inquire about a charge on my bill for $46.27. The recording while waiting actually called it a credit which really confused me. I have just hung up after spending 1 hour speaking to 3 people including an arrogant supervisor. Sirius XM was supposed to remove a radio in a June 2014 after they shipped me a new one to replace the very old one I had. I had responded to an email offering me the radio at discounted price. They failed to remove the old radio from account ( nobody even noticed after I called in another time to change my plan to mostly music). This was just discovered today that I've been paying $9.95plus fees for a non- existent radio! They will only refund me $50 because supervisor started lecturing me that it was my responsibility to notice the extra charge which was included on chargecard every 3 months and refused to go back to 9 months ago when this error began. I spent too much time on this and told her to give me the $50 back and told her I was filing a complaint..I believe Sirius XM owes me $90 plus taxes and fees...Desired Settlement: Aside from the adjustment to my credit card for All money overcharged I would like an apology letter as well for the arrogant attitude of the supervisor. I am a long time customer and before this phone call occurred was going to inquire about what cost is to add Sirius to my car as well. My interaction with this company today was tedious and not resolved in the correct manner, not to mention that this borderlines on fraud since Sirius XM has taken money from me they are not entitled to. Thank- you very much for looking into my complaint.

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 device he is being charged for that should have been cancelled nine months ago. He stated he was advised he would only be refunded $50.00 as it is his responsibility to monitor his credit cards. He is requesting to be refunded the full $90 plus tax. A member of our Corporate Customer Relations reached out to [redacted] as she stated she was handling these billing concerns. We discussed SiriusXM’s policies in reference to adding a second radio with a paying subscription to an account. We agreed there was miscommunication when the equipment order was placed. We reviewed [redacted]’s billing and as a courtesy we provided her with a forty dollar service credit that will cover the cost of her next quarterly renewal in lieu of refund. As there is no further action to be taken we have closed this complaint as resolved. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Consumer

Response:

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

Sincerely,

Review: My wife and I bought a car that came with a promotional 3 months of SiriusXM. We don't really need or use the satellite radio so we let it expire and that apparently told SiriusXM to constantly call us and try and sell us promotions. I couldn't say, "No thank you, please stop calling" enough. I had to accept the 1 month for $.99 just to get the lady to stop. Now I have to call in and cancel it so it won't renew for the full ~$18 a month. Such high pressure sales tactics really rub me wrong.Desired Settlement: Please remove me from your calling list. If and when I want to use the satellite radio, I will contact SiriusXM.

Business

Response:

February**, 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 he has continued to receive asking him to reactivate his subscription. They would like all contact to stop and confirmation that their monthly subscription will not renew. A member of our Corporate Customer Relations team reached out to [redacted] via email and advised him that we have updated all his contact preferences to Do Not Contact. We advised him this can take 7-10 business days to completely update all our campaigns currently in progress. We also advised him we have set an end date for March**, 2015 so that his subscription will not automatically renew. As there is no further action we have closed this complaint as resolved. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I appreciate the timely manner at which this was handled. Thank you

Sincerely,

Review: On April [redacted] 2015 I was on the phone with Sirius and the lady that I talked with assured me I would get one month of service and then could decide to renew after that. I never authorized anything else. I was just letting the service turn off. I told Sirius that day that the service is insanely priced and no way could I afford it. We went on and on for almost an hour.

May [redacted] 2015 I received a bill showing a credit due on my account which I was happy to see. So I guess that I had a little service left.

June [redacted] 2015 I received an email stating that I needed to take action to avoid disruption to my service. I was happy to have my service turned off as the price is insane. It continues to increase every year.

June [redacted] 2015 I received another email stating I had 48 hours to do something or my service would be turned off. So Again I did nothing as I did not want the service.

June [redacted] 2015 My parents both emailed me in the morning stating they did not have service on either of my radios any longer. Good, I did not have to worry about it.

Then July comes around and I get the e-mails again. And then I get a bill for $85 dollars (estimated) July [redacted] and July [redacted] were the email dates. I already had not had ready for over a month.

August [redacted] I received another bill from Sirius after no service for 2 months. I called them immediately to get to the bottom of it. They apologized and said everything was fine and I would not be bothered or billed any more. I owed nothing!

Now on August [redacted] I am getting a bill from a collection agency? This is incorrect. With record keeping, and billing information like this, I am glad I am no longer a subscriber. After 10 years of being a customer, this leaves a very poor taste in my mouth. Even when I call they always seem to think I have three accounts.Desired Settlement: I want my bill removed from the collection agency and settled as Sirius told me it was last week.

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, his complaint regarding being contacted by a collection agency resulted from the automatic renewal of his subscriptions per the Terms and Conditions. On April **, 2015, [redacted] contacted SiriusXM to cancel his subscription and accepted a month free of service in lieu of canceling. A transaction confirmation was sent to the email address on file, which contained details on the package change as well as important automatic renewal information. On May ** 2015, the monthly subscription renewed on both receivers and an invoice was sent for the $11.28 balance. Over the subsequent months, service renewed and invoices were sent. We received neither payment nor any request to cancel and on July **, 2015, the subscriptions went inactive for non-payment, leaving a balance of $62.50 for used service. A $5.00 late fee was added to this balance on July **, 2015 and the account was referred to collections on August **, 2015. A member of the Corporate Customer Relations team spoke with [redacted] and explained our terms of renewal. We informed him that as a courtesy, we have contacted the collection agency to remove the balance owed and stop the collection calls. 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 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###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has been MOSTLY resolved because:

While my request has been resolved by the bill being removed, the details of my account on Sirius's end are still not correct. My service WAS TERMINATED on June [redacted] and not July [redacted]. WHY DOES IT SHOW UP IN JULY????? Why did your company try and bill me for more than a month of service which was not provided. Neither receiver or internet subscription worked after June [redacted]. I am not happy with how Sirius is trying to pass the blame on this. But I was happy that my account has been closed and they are taking action to remove my account from collection

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

Sincerely,

Business

Response:

[redacted]

[redacted]Hello Mediator,[redacted] states his complaint has been mostly resolved as his account was removed from collections, but he states the details of his account are incorrect as his service was terminated in June **, 2015 and not July. He states he is not happy that Sirius is trying to pass the blame.It was never our intention to make [redacted] feel that we were passing any blame. [redacted] states his service stopped working on June **, 2015. If a signal is lost for any reason due to connection, repeater issues etc., we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. On July *, 2015, the monthly subscriptions on both receivers renewed and an invoice was sent for the owing balance. When we received neither payment nor any request to cancel, on July **, 2015, the subscriptions went inactive for non-payment, leaving a balance of $62.50 for used service. Again, we apologize for any miscommunication and 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 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###-###-#### [redacted]

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 completely resolved because:

Once again Sirius is failing to acknowledge that they turned off my service in the beginning of June. again they are trying to pass the blame on to me not calling and saying my service was not working. No, it was not a repeater or signal issue. I sent all the details in my first complaint. Do I need to forward all the emails that sirius sent me saying they were going to terminate my service. What kind of records are kept of there? Of course they want me to deal with them directly because they can lose the records of their poor customer service. MY SERVICE WAS TERMINATED JUNE [redacted] NOT IN JULY. I used to think and talk highly of Sirius and their customer service. This is terrible. June [redacted] 2015 I received an email stating that Ineeded to take action to avoid disruption to my service. I was happy to have myservice turned off as the price is insane. It continues to increase every year.June [redacted] 2015 I received another email stating Ihad 48 hours to do something or my service would be turned off. So Again I didnothing as I did not want the service.June [redacted] 2015 My parents both emailed me in themorning stating they did not have service on either of my radios any longer.Good, I did not have to worry about it. NOT IN JULY LIKE YOU STATE SIRIUS!!!!!!!!!

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Sincerely,

Review: In August of 2013 I contacted Sirius XM to cancel my XM and Sirius Radio Subscriptions. I informed them that my truck radio was receiving intermittent signals and that I no longer wanted the service. In addition, I told them to cancel my Mustang Sirius Radio subscription becasue the real time traffic information was inaccurate and that was the main reason for my initial continuation of service.

The representative stated that both services were cancelled and shorlty thereafter both radios stopped receiving the satelite signals so I assumed all was taken care of.

I learned today, after auditing my cc statement that I was charged for a 6 month radio subscription. When I called to inquire why my cancelled subscription was being charged the representative I spoke to informed me my car subscription was never cancelled and subsequently I was also charged in September of 2013.

The reperesentative inquired why I didn't call back in September - I didn't notice the charge, nor did my satelite radio in the car have a signal which would have indicated service wasn't cancelled. I had no reason to believe that I would be charged for a service I was not recieving.Desired Settlement: This is not the first time this has occurred with Sirius XM. CONSUMERS BEWARE.

Had the an email confirmation of cancellation been sent both Sirius and me wold have assurance that the action requested was completed.

Sirius needs to conduct an internal audit and provide more oversight to the personnel that recieve calls and handle customer service. The idea of satelite radio used to be very appealing when it first came out; however the continued mismanagment of my account over the many years I was a member eroded my trust in the company.

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 the complaint is in regards to an automatic renewal that charged the credit card $112.17 for a semi-annual subscription.

A review of the account determined that on August *, 2013, [redacted] requested for the semi-annual subscription on radio 52MX to be canceled. This was completed and a refund of 135.53 was issued on August *, 2013. As radio [redacted] was activated on a separate account, no changes were made on the second account. Service renewed for the semi-annual subscription charging the card on file.

A member of the Corporate Customer Relations team spoke with [redacted] who stated that he requested to have both his XM and Sirius subscriptions canceled. We informed [redacted] that we will issue a refund for the $112.17 back to his credit card and advised him that it may take 7-10 business days to process. 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,

I had purchased a 6 month membership April 2015. I bought a new vehicle end of may 2015 which came with 1 year free service. I called to have the 4 months remaining on old vehicle(already paid in full) added to end of new vehicles 1 year service. I was told that it was done and would be good until sept. 2016. I rrecently received an email telling me march * ,2016 my credit card will be charged the 98.94 for a 6 month subscription. When I called, I was told that my "old" subscription takes over the new one so I had my 4 months and the "year free " from the dealership becomes a "monetary" amount which works out to 6 months and that is done in march 2016. I said that is not what I was told and if so I would have cancelled the old and got a refund and still be in my free year from the dealership. When I said I was going to report to the dealership as they are paying for a year service that I'm not receiving I was told "that's fine,they know its a process". Won't ever renew with them again. And I have notified the dealership. I hope all dealerships cancel their contract with Sirius,I think that " monetary" amount might kick them in the [redacted] as they deserve.

They require you to call to cancel service so that you have no proof that you cancelled it when they bill you again.
Stay away from Sirius XM

Review: I contacted SiriusXM via their website form to cancel my subscription prior to the scheduled automatic renewal. They will not honor this cancellation request insisting that I call. I utilized their form and they still took my money without authorization. I have been back and forth with them, had contacted them via phone 2 days prior to my cancellation request via their on-line form, and yet they have charged me for services that I have cancelled. If they do not honor the requests of their customers when they utilize their on-line communication methods then what is a consumer to do? I cannot get them to honor my request and refund my money that I did not authorize them to take. I have not utilized the services they have charged me for even after I cancelled. I have contacted my credit card company also to help with the resolution of this theft.Desired Settlement: I have done my due diligence, sent cancellation request in timely manner and all I want is the money that they stole returned to my card.

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 she contacted SiriusXM via the website requesting for cancellation of service prior to the auto renewal and was told that she would need to call. She states money was still taken without authorization and she has been on the phone two days prior to her cancellation request via online. She is requesting for a refund of the amount charged to her card.

We reached out to [redacted] to further discuss her complaint and she stated she did not want to speak with us and disconnected the call. Upon reviewing the account, we show a cancel request was made on 8/*/2013 and notes state she was offered two promotional services and stated she would think about it and call back. Service renewed as per our Terms and Conditions on 8/**/2013 and remained active until 8/**/2013, when a member of the Corporate Relations team cancelled service and a refund of $165.24 was requested. We would like to advise [redacted] that the refund will be issued to the credit card ending with 2008 and will take 3-5 business days to process. Should she have any further questions or concerns, we ask that she 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

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

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s rejection is in regards to a cancellation request that she had made through the internet prior to the renewal. We spoke with [redacted] several times to discuss her cancellation concerns and she claims that she had contacted Customer Service through the website before her renewal and she requested cancellation.

As per our Terms and conditions a customer does have to contact the Cancellation Department to close their account. The only way to get to our Cancellation Department is to call into Customer Service and they will transfer the call to the correct department. If there was request to cancel through the website, the customer would have been informed to contact Customer Service as this request could not be completed online. Currently the account is closed and a full issue of $165.24 has been issued back to the credit card on August **, 2013.

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 have determined that my complaint has NOT been resolved because:

I reject their explanation as they have in place an on-line form with a drop down box that has Cancel subscription. I don’t know what Ts&Cs they are referring to as this all began with a free subscription from VW as part of the new car pkg. I’ve never had any mention of any Ts&Cs, but like most businesses nowadays there is a bunch of fine print that makes no sense somewhere that is not clear.

I don’t care any longer as they will never take responsibility for their lack of customer service so let’s close this discussion and just say I’m satisfied that I finally received the credit to my AMEX on August **, 2103 but will NEVER use SiriusXM again.

Thanks,[redacted] & [redacted]

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Sincerely,