Sirius XM Radio

Review: Paid for lifetime subscription for radio and was told it could be transfered up to 2 times at no charge. When I called to transfer it they said it wasn't allowed. That I could only transfer it if my dealer had replaced my original car. When the sales person sold me on the subscription it was because I could transfer it if I bought a new car. Well, I did. But now all they can offer me is a special rate on a new 1 year plan. They got their money from me years ago and I guess they want more now. All I wanted was was I was told. I just want my subscription transfered to my new vehicle.Desired Settlement: I would like my subscription transfered like I was told it could be when I purchased it.

Business

Response:

December **, 2015 The Revdex.com Serving Metropolitan New York Mediator [redacted]

[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a complaint with your agency. [redacted] complaint regarding the transfer of her Lifetime Subscription to her new vehicle resulted from the Customer Agreement Terms and Conditions which state that Lifetime subscriptions in vehicles are non-transferable and non-refundable. A member of our Corporate Solutions team reached out to [redacted] and reviewed the Terms and Conditions for her Lifetime subscription. When a Lifetime subscription is purchased for a vehicle, the subscription is non-transferable and non-refundable. We transferred her Lifetime subscription to her new vehicle, as a courtesy, and informed her that if this vehicle is traded in, the Lifetime Subscription will not be transferred again. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### [redacted]

Consumer

Response:

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

Sincerely,

Review: I only get billed once a year so this doesn't come up often, but in the past they kept my debit card on file and automatically renewed service and withdrew from my account when I did not authorize it. I just added a new radio and made it very clear that my debit card was not to be kept on file and I was not to be billed automatically after that. Sure enough, they put it on file and set it up for automatic billing anyway. I had to call to get it changed. I do not take this lightly. I am extremely careful with my finances and one unauthorized, unexpected charge can be very damaging.Desired Settlement: I want them to stop doing that to people. I consider it to be equal to theft.

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 a valid complaint. [redacted]’s complaint states that she has a yearly subscription and she requested the automatic renewal stopped on her debit card however, she continues to be charged without authorization. [redacted] stated she would like this information removed from the account as she wants to be placed on invoice billing. After reviewing the account and contacting her, we found that the credit card had remained on the account as she had ordered equipment that caused her credit card to remain on the acct.

We have apologized for all the inconvenience and we informed [redacted] that her credit card has been removed from the account so unless she calls to add it back her account will only renew through invoice billing. Should she have any further questions or concerns she can contact us at the number listed below.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. Thank you for contacting Sirius XM on [redacted]’s behalf. We’ve investigated their complaint and have found it to be a valid complaint. [redacted]’s complaint states that when she activated the new receiver she informed the agent she did not want the debit card left on the account for the next renewal. She stated that she wants to know why a credit card is added back to the account if someone buys a radio even when the customer did not want there information placed on the account. We have tried to reach out to [redacted] several times to discuss her concerns but we were unable to speak with her.

We would like to inform her when a customer purchases a receiver that has a plan attached; the card used to make the purchase gets added to the account to pay for the subscription that was chosen at time of purchase. The credit card can be removed from the account but the customer would have to call back once they receive the equipment to remove the credit card and set up invoice billing. Please inform her to contact us should she have any further questions or concerns.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

###-###-#### [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 resolved because:

[Your Answer Here]

This is a bad business practice that blatantly ignores the customer's instructions.[redacted]. I have no interest in discussing this matter further with Sirius/XM. If they had a competitor I'd already be doing business with them. Unfortunately, they don't.

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

Sincerely,

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]

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

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,

Review: This company has been calling my cell phone for the past 2 months regarding a account under the name [redacted]. This account has my phone number on it. I don't know this man. I've called this company back(###-###-####) for the 6th time.everytime I asked them to take my number off this account they inform me that they will remove it and no one will call me back. Yesterday I got yet another call and the lady told me they would remove my phone number and not call me again. Well of course I got yet another call today. I told them I was done talking and asking that I was contacting the Revdex.com. Please help me thank you

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. After review, it was found that the complaint is in regards to a request to no longer be contacted. [redacted]’s number, [redacted], was in our database as belonging to one of our subscribers.

We have updated our records with [redacted]’s 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. 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.

SIRIUS XM Radio Inc.

Review: Was contacted by Sirius Satellite Radio after purchasing a new vehicle. I told them I was not interested in their service and to please stop contacting me. Have called on 4/**, 5/*, and 5/** to ask to not be contacted any more, even after speaking with 2 [redacted] and being assured I would receive no more mailings. Received another mailing on 6/*.Desired Settlement: For Sirius Satellite to no longer contact me.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to receiving phone calls asking her to reactivate her subscription. She would like for all contact to stop as she does not want to continue at this time.

A member of our Corporate Customer Relations team reached out to [redacted] via email and apologized for all the inconvenience this issue caused. We informed her that there are currently no active subscriptions on her account and her contact preferences were updated to Do Not Contact. We advised her that while we will make every effort to remove her 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 she may receive a few more calls or letters due to campaigns still in progress. Since this issue has been addressed we have closed this complaint as resolved.

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

Review: After switching vehicles, the company owed me a refund from my prior payment for unused service. The company refuses to issue the refund stating that they refunded it to an expired credit card, and states that there is nothing further they can do. They claimed that they had no way of knowing the credit card was expired, however the first thing they said to me when I called in was that my credit card on file was expired and asked me to replace it with a new card so that they could put my billing on auto renewal. Said differently, they knew the card was expired when they wanted to charge me, but claim they had no way of knowing when it came time to refund me.Desired Settlement: I asked them repeatedly to cancel the 'refund' made to an expired credit card and simply mail a refund check since the credit card account is no longer active, but they stated they could not do so. Please mail me a check.

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 relates to a refund that was issued to an expired credit card on April **, 2014.

A member of the Corporate Customer Relations team spoke with [redacted] and explained to him that the refund was accepted to the credit card on file and informed him that if the card was expired, the refund will show on the replacement card. [redacted] stated he would check his statements and get back to us. [redacted] contacted us back to confirm that the refund had been received. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Review: I purchased a new car this year, I called to cancel the satellite radio on my old car that I traded in, my new car had a free trial through November 2014 (paid by the dealership). Sirius turned off the radio in both my old and my new cars when I told them on 8/*/14 that I did not wish to extend the contract following my free trial. They gave me a cancelation reference # for my old car ref # [redacted] and left me find out on my own that they also turned off my new car... when I called back on 8/*/14 they refused to turn on back on my free trial stating it was not rightfully mine. The trial absolutely was mine, I have a very large car payment to prove it. The dealer paid for the trial through November and since I bought the car, it was my trial. They have also refused to refund the credit from the non-use on the car I traded and would only credit my account for future use... of which they turned off. The radio ID on my 2013 car was [redacted], the radio ID on the new car was [redacted].Desired Settlement: They need to turn back on my trial until November **, it was already bought and paid for by the auto dealership it was not to be turned off when the car was purchased, that's the point of them buying a one year subscription for their customers, they also need to refund the credit that was paid in full by me from the previous car that I sold and not hold onto it for any reason.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request she made for her old subscription as she purchased a new car that came with a free trial. She stated that she was provided a cancellation number but was not informed that her new subscription was also closed. She is requesting to have the free trail reactivated and she wants to be refunded for the un used time on his closed subscription.

A member of our Corporate Customer Relations Team reached out to [redacted] and apologized for all the frustration this issue caused. [redacted] stated she no longer wanted to deal with SiriusXM and she requested a refund for unused time on her paid subscription. A check refund of $9.52 was requested on August **, 2014 and we would like to advise [redacted] this refund process can take 5-10 business days. Should [redacted] change her mind and wish to discuss her free trial we ask that she contact us at the number listed below.

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.

Sincerely,

Review: I got the subsciption to sirius radio when I bought my car, after the subscription was us I was not going to renew, but they sent me a letter cutting the price drastically so I renewed for six months. I don't use the feature and now that the six months are up decided not to renew again. I started getting phone calls (the first of which I ignored) and the representative told me that they were unable to process my payment for my subscription. I said that was good since I didn't want to renew, they transferred me to someone who said he would cancel effective today leaving me a balance of six dollars since I had passed the renewal date. He wanted me to charge this to a card. I told I would not do that over the phone since he called me and I did not trust that sort of thing. I asked him to send me a bill and he said that would cost me two more dollars, I inquired if I could go on their website and cancel and was told unless I paid the six dollars right that minute I would still be charged the two dollars. This is definately a ripoff. How can a company like this stay in business?Desired Settlement: They need to be fined and their practices need to be publicized so no one else falls into their trap.

Business

Response:

[redacted]

[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 that she did not want renewed. She stated she was receiving phone calls informing her of a past due balance. She wants this subscription closed and she wants the balance removed. A member of our Corporate Customer Relations team reached out to [redacted] and confirmed that the subscription was closed. As a courtesy we also cleared the balance that was for time used as the subscription renewed per the Terms and Conditions where there was no cancellation request. [redacted] was satisfied with the information and now considers her issue 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.[redacted]

[redacted] Sincerely, [redacted]

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!!!!!!!!!

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

Sincerely,

Review: the company sent emails stating banking info needed to be updated, and on 11/**/2015 company withdrew $354.49.

I contacted the company monday morning as the bank postings did not show til monday morning.

SXM customer service associate could not find my info by name or phone number.Desired Settlement: cancel complete service, refunding all $354.49 and any bank overdraft fees due to the withdrawal.

Business

Response:

November **,

2015[redacted]

[redacted]Re:

Revdex.com Complaint [redacted], [redacted]Hello

Mediator,Thank you for

contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a

complaint with your agency. After

researching [redacted] account, it was found 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.On November *, 2014, [redacted]

purchased an annual audio subscription at a promotional rate, with Traffic and

Travel services on radio id [redacted], and paid the $145.54 charge with a credit

card. On April *, 2015, she purchased an

annual Internet Radio subscription and the credit card on file was charged $34.62. On November *, 2015, the subscription

automatically renewed at our then current rate, however, we were unable to

charge the credit card on file. On

November **, 2015, the $354.49 charge was debited. On November **, 2015, [redacted] called us to

cancel the subscription; which we processed immediately, and a refund of

$342.89 was issued for unused service.A member of our Corporate Customer Solutions

team reached out to [redacted] and reviewed her concerns with her. We reviewed the automatic renewal policy and

informed her that, as a courtesy, we will provide a further credit of $11.60;

which will provide her with the full refund of the $354.49 charge from November

15, 2015. Ms. Wesley faxed in a copy of

her banking statement showing the OD fee and we provided her with an additional

$28.00 to cover this fee. On November

**, 2015, a refund of $39.60 was issued. Please be advised that the average turnaround time for refunds issued to

credit card accounts is 5 to 10 business days. Should [redacted] have any further questions or concerns, we ask that she

contact us utilizing our contact information below.SiriusXM values each customer and is

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

concerns. If you’d like to contact us

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

Radio Inc. [redacted]

[redacted] Sincerely,Geraldine

R[redacted]

Review: On January [redacted] 2009 I purchased a 2008 Buick Lucerne which included Sirius XM radio trial. When that trail ended I was asked to purchase a lifetime radio subscription, I asked why would I do this for a car, I was told that I could change the radio 3 different times, and I would incur a $75.00 charge for changing the radio. I agreed to this and paid for the plan. On or about February [redacted] of this year (2016) I traded my Buick Lucerne in. I called Sirius XM that I wanted to switch my existing lifetime plan to another vehicle, after being told different things, like I couldn't change or they only change portable radios, I was given extra time for one of my existing plans. I was told this was my only option to take it or leave it. So naturally I took it with my misgivings. I also stated that I didn't want to cancel the lifetime subscription and would pass it along to the next owner, this annoyed the customer service rep and that is why, I believe I was given the extra time on one of my subscriptions.Desired Settlement: I would like to have my lifetime subscription enabled on another one of my radios. I also want the ability to change it 2 more times in the future. this was promised to me when I purchased the original subscription.

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 his complaint is regarding the transferability of his Lifetime Subscription. Per the terms and conditions of the SiriusXM Customer Agreement when the subscription was purchased, the transferability of a Lifetime Subscription depends upon whether it is associated with a home, portable, or dock & play Receiver, or whether it is associated with a Receiver installed by an automaker or an automotive dealer. A member of our Corporate Solutions team reached out to [redacted] to further discuss his concerns. We reviewed the Customer Agreement terms and conditions which state that Lifetime subscriptions for receivers installed in vehicles are non-transferable and non-refundable. Radio ID [redacted] (Chevy Traverse) was currently on an annual promotional subscription from the service period of February *, 2016 to February *, 2017 and we offered to extend this subscription through to March **, 2018 at no additional charge; which he accepted. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

Review: When calling to take advantage of a mailed promotional rate, SiriusXM refused to honor their letter and only offered more expensive plans as an option for renewal.Desired Settlement: Honor the advertised rate

Business

Response:

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

[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint relates to a promotional offer he received in the mail to the upcoming renewal of his active subscription. On April *, 2015, [redacted] accepted an annual subscription at a promotional price. He requested at that time to have the auto renewal removed. Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. A Future Deactivation Date (FDD) was set for April 6, 2016 to prevent automatic renewal of his subscription. On March 14, 2016, when [redacted] called requesting to apply a promotional offer he received, our agents were unable to process his request at that time without disrupting his current subscription. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We offered to honor the promotion he received and he was advised to call back at the end of his current promotional subscription, as our systems do not permit a promotional rate subscription to renew to another promotional rate subscription as they are only intended for single use. [redacted] stated he would contact us back prior to April 6, 2016 to have the promotional rate applied to his subscription. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

Review: On May [redacted], 2013, I accidentally sent them an automated payment of 489.50 which should have went to another consumer account not related to Sirius XM Radio. I tried to call the bank to stop the payment but it had been processed through already so I immediately called Sirius XM Radio and asked that the send the money back. They assured me that a refund would be processed with in 5 to 7 business days and I even gave them my debit card number so they could process it back to my account. After 2 weeks I called again and they claimed a refund request had never been requested and that they would resubmit the refund request but it would take another 5 to 7 business days. I then received a confirmation email stating a refund of 421.00 would be sent. I called and stated that the amount was incorrect and that I sent 489.53. Then they tell me that they took out the amount owed for my service which they said was due. I never received an invoice billing in the mail like I usually do but they said I still owed it. My account never showed anything owed and was current to date. It's been one month now and no refund. I feel calling again will not get me anywhere since I'm speaking to outsourced e players from the Philippines who can't seem to give me correct information and keep telling my to wait another 5 to 7 business days. They've charged me on money that didn't belong to them for an account that wasn't due and they will not return my money.Desired Settlement: I want my money refunded to me immediately.

Consumer

Response:

In reference to complaint ID[redacted], I received my full refund in the mail today and the matter has been resolved. A Sirius XM radio representative contacted me today as well and everything has been straightened out.

Sincerely,

Review: I authorized a one time charge on my credit card for six months of service. I have a copy of my online chat with a customer service agent ([redacted]) from Sirius XM from December of 2012 that stated I did not want to be auto billed for service and I wanted an invoice when my account was due again. [redacted] documented that she was going to put a note on my account to cancel the auto bill and to send me an invoice. Two days ago (6/**/13) my credit card was charged for $104.66 without my authorization and after I notified a customer service representative that I did not want to be on the auto bill program. I have written documentation of that conversation and they did not follow through with the agreement. I notified Sirius XM today that I wanted to cancel my service and they issued a refund of only $101.79 and not the full price. I do not believe I should have to pay anything due to their mistake. I believe this company operates in a dishonest way with their customers and I will never utilize their service again. I was also pressured into re-subscribing instead of being issued a refund which I declined.Desired Settlement: I would like my full refund of $104.66 and an apology for my wasted time because of their lax business practices concerning their customer service.

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. Ms. Smith’s complaint states that she informed the agent she wanted to make a one time payment and have an invoice sent out for the next renewal. She stated that she ended up being charged on the credit card for her renewal and when she requested a refund she was not sent the full amount. After reviewing the account and trying to contact her, we found that a full refund of $104.66 was already issued back to the credit card that was charged on June **, 2013.

As a gesture of good will, we have removed the credit card information from the account as the refund was issued. Please inform [redacted] to contact us should she have any further questions or concerns. 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,

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: One year ago I signed up for their sevice and was told I had paid for 2years. Now (after one year ) they are demanding payment for another year at a much higher rate.I have tried to cancel 3 times now and still get e-mails demanding payment. When I remind them of the terms originally disgust ,they site the small print in their contract and do not care about the things they say on the phone.Desired Settlement: refund for the rest of this year and cancellation

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] stated one year ago he signed up for service and paid for a 2 year subscription. He states he is now receiving emails demanding payment for another year at a higher rate. He is requesting for a refund for the rest of the year and cancellation of service.

A review of the account determined that on September **, 2012 an XM Select annual subscription was activated for $175.01 plus a $15.00 standard activation fee. A credit card payment of $190.01 was made on this date. On September **, 2013, service renewed for the annual subscription, per our terms and conditions, and an invoice was sent for the balance due of $179.31. On October**, 2013, service was cancelled as requested, leaving a balance due of $9.82 for used service.

A member of the Corporate Customer Relations team reached out to [redacted] and he stated he can’t believe he paid $190.00 for one year of service. We explained to [redacted] that our 2 year subscription in 2012 would have been $272.79 before applicable fees and taxes and informed him that as a courtesy we have 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.

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.

[redacted]

Review: XM Radio contacted me about my service on April **, 2014. They proceeded to tell me I owed $100 for service. I told them I couldn't afford it, they offered $14 a month. I said I can't afford that cancel my service. They said they would need my credit card information to process my balance owed for approximately $10. I told them I wasn't paying any more they said they would send me to collection. Today they called again to tell me the same thing. I got upset and said I wasn't paying anymore money they could send me to collection but they could also write off the amount. I haven't been using the XM radio for a while. I asked for a supervisor they repeated the same thing the original person said. I said I will report to the Revdex.com she said that was fine. She also said it would take 10 days to remove my phone number and I would continue to receive calls.Desired Settlement: I would like for them to leave me alone.

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 recently found out that my account had 5 other accounts tied into it, none of which have been corrected after contacting the company multiple times. I was also told that I had a 3 month trial membership with my new car, then I was told that I did not have this. I have called this company multiple times and there is still no resolution to my issue. On top of this, I have been transferred numerous times and provided my own personal information multiple times to multiple representatives with no results. Initially I called just to get the traffic and weather added to my account and ran into a land mine.Desired Settlement: I need to know what is going on with billing my account, the services added of weather and traffic, service transferred from my old vehicle, and the promise upheld that I would have 3 free months of service for my car.

Business

Response:

April **, 2014

Re: Revdex.com Complaint ID [redacted]

Hello [redacted]

Thank you for contacting Sirius XM on [redacted]s behalf. We regret that her recent experience led to a complaint with your agency. After reviewing her account, it was found that the complaint is in regards to five radios which do not belong to her, being linked to her account.

A member of our [redacted] team spoke with [redacted] and explained to her that the dealer called to activate the trial subscription on her radio 72CQ on a dealer account on March **, 2014. When [redacted] called on April **, 2014 to see if this service could be transferred to her previous subscription, the contact information on the account was updated to hers. However, the previous radio ids that were on the account were not active. We informed her that this account has been closed and her trial service is now active on her account [redacted]until July **, 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,

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 called over 6 mths ago to request that my subscription not auto-renew. I was assured that that would happen.

Beginning 2 weeks ago, I started receiving numerous robo-calls from a 800#. and a human didn't answer.

Today, someone finally answered the phone when they called and it was SiriusXM. She informed me that my account auto-renewed and I would have to pay the balance to happen. I paid the balance for a service that I DID NOT receive, and dealt with a very rude CSR while it happened.

In addition, I didn't ever receive a notification (either e-mail or snail mail) about an account renewal; which is in direct disagreement with Sirius policy.Desired Settlement: I would like a full refund for the amount I was charged as well as Sirius to stop contacting me.

Business

Response:

[redacted]

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching her account, it was found that her complaint is in regards to an automatic renewal for a subscription she claims she requested not to be renewed six month prior.

Upon reviewing the account we found an annual subscription was activated on February **, 2013. SiriusXM’s Terms and Conditions state that subscriptions continue to renew on a recurring basis until a call is made to cancel service. We show no cancellation request made prior to the February 2014 renewal. When service renewed on February **, 2014, we attempted to bill the credit card on file unsuccessfully and began to make calls to make [redacted] aware. On March **, 2014, service went inactive due to non payment, leaving a balance due of 13.72 for used time. On March [redacted], 2014 a $5.00 late fee was added to this balance. A credit card payment of $18.72 was made by [redacted] on March **, 2014.

A member of the Corporate Customer Relations team corresponded with [redacted] via email and advised her that since we show no prior request to cancel service no refunds will be issued. 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.

Consumer

Response:

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

[Your Answer Here]

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

Sincerely,

Business

Response:

[redacted]

[redacted] states that her complaint has not been resolved as she is requesting for the $18.72 to be refunded.

It was determined, as a gesture of good will; we would refund the amount of $18.72 back to the credit card on file. We spoke with [redacted] and informed her that the refund had been processed and advised her the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. 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.

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'm on the do not call list and they have called me five times in the last five days.Desired Settlement: Stop the harassing phone calls and fine them for calling me since I'm on the do not call list.

Business

Response:

January *, 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, his complaint is in regards to being contacted by telephone for solicitation purposes when he is registered on the state’s Do Not Call list. [redacted] has been added to our Do Not Call list. A member of the Corporate Customer Relations team reached out to [redacted] via email and informed him that we have updated his account with his request to not be contacted. Please be advised that your number will be removed only from future Sales or Marketing calls from us. You will continue receive important service messages. In the event your account is in a past due status, please note you will still receive calls until your balance is cleared and payment method is updated. While we will make every effort to remove your phone number from our contact lists as soon as possible, it can take up to 3-5 business days to update all of our systems. During that time it is possible that you may receive a few more calls from SiriusXM due to marketing campaigns still in progress. 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]###-###-#### (option 3)

Consumer

Response:

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

I do not have an account, never had an account and never will have an account with SiriusXM. Therefore, If any contact with me at all is continued I will again file a complaint preferably next time with the law. The mention of important account information is a bold face lie. Let's take this court and get you for perjury. Any contact with me will be considered harassment and I will file a complaint with the police and the [redacted].

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

Sincerely,

Business

Response:

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted], [redacted] states his issue is not resolved as we have the wrong phone number and email address and is requesting for us to stop contacting him. We would like to apologize to [redacted] for any inconvenience this may have caused. We have placed his phone number and email address on our Do Not Contact list to ensure it is suppressed from any sales calls. 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.To: [redacted]Attention: Customer Care[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,