Sirius XM Radio

Review: I have been getting bills from Sirius XM after my subscription expired. I paid for the 6 months of service and made it clear that I did not want it continued after that. They have been unable to produce anything to saying I authorized this (this is because I did not). I have replied to them on more than one occasion and they just continue to send me bills for service I don't want and did not use. When I spoke to them on the phone about it, and thought it was settled they just tried to upsell me on additional service. Then sent me an additional bill, which I replied to stating the above information.Desired Settlement: I would like a bill that shows a $0.00 balance.

Business

Response:

October **,

2015[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 resulted from the automatic renewal of her

subscription per the terms and conditions in our Customer Agreement. On January **, 2015, we received a returned a remittance slip with

a check payment for $36.15 for a six month subscription at a promotional rate

to start after her trial expired on February *, 2015. Our auto renewal terms are outlined on the remittance

that is returned to us. On January **, 2015 an email was generated confirming

her transaction, which also included automatic renewal information. At the end of the promotional term, these

packages automatically renew to a full price package. On August *, 2015, her subscription renewed

and an invoice was sent for $110.07. On

August **, 2015, [redacted] contacted us requesting cancellation of her

subscription, which we processed immediately, leaving a balance of $16.29 for

used service. On September **, a late

fee was added, bringing the balance to $21.59. This amount was written off on October **, 2015, leaving the account at

a $0 balance.A member of our Corporate Customer Relations team reached out to

[redacted] via phone and email; however we have been unsuccessful in speaking

with her. We received a call from [redacted]

who stated he was contacting us on her behalf. We confirmed with [redacted] that [redacted] account is at a $0 balance. If [redacted] has any additional questions

or concerns regarding her account, she can contact the Corporate Customer

Relations team using the 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,[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 had a subscription with Sirius for 6 months which I did authorize. I did not have my credit card on file because I said I wanted the service turned off after the 6 months was over. The company however took it upon themselves to keep the service on and Bill me, which I called up 3 times to cancel and never was it done. I don't think it was up to me to even have to cancel seeing that I never asked to keep the service on after the 6 months I signed up for. However, I did. I was told the last time I called that I was all set and that the outstanding balance I had 57.40 was taken care and I did not owe it. Today in the mail I received something from a collection agency now saying that Sirius placed me in collection for this outstanding balance. I'm extremely upset that I was lied to about the balance being taken care of and now being placed in collection. I never authorized Sirius to continue this subscription after my 6 months expired. Hopefully this can be resolved. My account number is - [redacted]Desired Settlement: I would like for the amount of 57.40 to be adjusted off of my account like I was originally told by the last person I spoke with at Sirius and for my name to be taken out of collection

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint resulted from being contacted by a collection agency resulted from the automatic renewal of her subscriptions per the Terms and Conditions. On August *, 2016 [redacted] purchased a 6 month Select Subscription at the promotional price of $24.99 we processed a 1 time payment via credit card. On February *, 2016 her semi annual subscription automatically renewed and an invoice was sent for $107.16 no payment was received. On March **, 2016 [redacted] reached out to our Customer Service Department in regards to the invoice she received, automatic renewal was explained to her and no changes were made to her account. On May **, 2016 the account went into non-pay, and was referred to collections on May **, 2016. A member of the Corporate Solutions team spoke with [redacted] and explained our terms of renewal. We informed her 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 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 Ms. Pratt’s concerns. If you’d like to contact us regarding this matter, please use the information listed below. [redacted] Sincerely, Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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 am ok with this resolution if they do what they say. I however will need some sort of confirmation that my name has been removed from collection.

Sincerely,

Review: In June of 2012 I had called Sirius XM radio to reinstate service for my dad (as a gift for his birthday). It was a six-month promotional offer and I was told to call in December to cancel the service if I did not wish to be billed again. In December I called and had the service cancelled and told them to remove my debit card information from the account because I would not be activating it again. This year, my dad received another promotional price and my sister decided to call and have it activated for him. She provided them with her debit card information and after having everything verified, they somehow charged the "card on file" which ended up being my debit card that I had told them to remove from the account six months previously. I called them Sunday, June [redacted], 2013 and told them that I wanted the service cancelled and my checking account refunded the $29.13 plus an extra $1.00 that was pending from them in my account. The woman who I spoke with told me that the charge would not post to my account and would "drop off" within three days. She also told me to have my sister call again and she would receive the promotional price and could activate it using her debit account information and that they would get everything correct the second time. I checked my account this morning Tuesday, June [redacted], 2013 and instead of the charge "dropping off" it has posted to my account. I called this morning to ask why the charge posted and did not just "drop off" as the woman I spoke to said it would. I was informed that they would issue a refund but in order for that to happen they would have to cancel the radio. This confused me because I had cancelled the radio on Sunday (and why I was able to cancel the radio that WAS NOT in my name is beyond me). As it turns out, my sister had called and reactivated the radio after I cancelled it and I'm not sure if my refund just got lost in the process or if I should still be expecting it. They keep giving us the run around and cannot give us a solid answer about the original charge that was supposed to just "drop off". They will not connect us (my sister or myself) with a supervisor to get this issue resolved.Desired Settlement: I want my account to be refunded the $29.13 in a timely manner. I was expecting this charge to just drop off. Now I'm having to wait even longer for a refund that may or may not have been sent out, no one there seems to know.

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 legitimate concern. [redacted] raised the complaint because she stated that she had purchased a 6-month promotional subscription for her father and when the service was over she called to cancel and asked to have the debit card information removed. She stated that her sister had called to activate the service for their father when they received another offer and instead of her sister’s debit card being charged, [redacted] stated her information was still listed on file so her card had been charged. She stated that Customer Service informed her that the $1.00 pending charge would drop off and her refund would be issued within 7-10 business days. She stated when the $1.00 pending charge had posted she contacted Customer Service and was informed that her sister had called again and reactivated the service. [redacted] would like her refund to be sent back to her credit card. After reviewing the account and contacting her, we found that the account was still activate so this would have stopped the refund from being issued as the balance due would have used this credit.

As a gesture of good will, we have informed [redacted] that a refund would be issued via manual check and this refund process can take 3-4 weeks. Currently the receiver is still active on her fathers account on a one month free trial. When this service is over her sister can call and add the promotional plan to the account. [redacted]’s payment information has been removed. 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,

Review: I purchased SiriusXM service for my daughter at a rate of approx. $90/year. Her father bought her [redacted] SiriusXM Prepaid Service card from Best Buy and gave it to our daughter as a gift. As service automatically renews ever year, I called "Listener Care" this past June after I received a SiriusXM invoice. I explained that I wanted to use the gift card toward the next year's service. I was told that was not a problem. The person at SiriusXM immediately cancelled my daughter's service and told me to call ###-###-#### to redeem the card. I explained I would pay the balance due ($35) with my personal credit card. I called and I was told that the card was deactivated. As the card had never been used, I was surprised and asked them to investigate. The "Listener Care" person told me his manager said the card must have expired. I looked at the card and there was no expiration date listed anywhere on the card. "Listener Care" agreed. I was given a case number: [redacted] and told I'd get a call back in 7-10 days. I did not. I called today (7/*) A person named [redacted] took my call at "Listener Care." I gave her the case number, and the gift card number:[redacted]. she looked at my account and told me the card was deactivated. I said I knew that, but I didn't know why. The $55 had never been used. She put me on hold and went to speak to her manager "[redacted]". [redacted] returned to the phone to tell me [redacted] told her I had to go back to Best Buy where the gift card was purchased and ask them to reactivate it. I said that was ridiculous, but [redacted] insisted that the manager said that was all they could do. I contacted Best Buy in Avon, CT. The manager at Best Buy said that when the card was purchased, it was activated. That's all they do. They don't know how the card got deactivated, but they had nothing to do with it. They cannot "reactivate" a card. I have made 2 phone calls to SiriusXM and I've received the most ludicrous responses to my request. The card was purchased for $55--it was never used--SiriusXM says it was "deactivated"--I can't use the card for my daughter's service.Desired Settlement: I would like SiriusXM to honor the $55 gift card my daughter's father purchased for her. I will then give them my credit card number for the balance for a year's service so my daughter may again enjoy the radio stations she enjoys.

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 legitimate concern. [redacted]’s complaint states that her daughter had been given a $55.00 pre paid gift card as a gift and when the service was up for renewal they went to use the card only to find out it was deactivated. She would like to speak with someone as they have never used this pre paid card and there is no expiration date on the card itself. After reviewing the account and contacting her, we found that the gift card had never been redeemed but it was showing the card would not be placed on file as it was deactivated.

As a gesture of good will we have applied the $55.00 credit toward her renewal as the gift card would not work. [redacted] made a one time payment to cover the remaining balance and she is aware of the Automatic Renewal that will take place June*, 2014. Since this issue has been addressed we have closed this complaint as resolved.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: On 7/*/13 I called the customer care rep at Sirius xm and notified them that I had accidently made an overpayment of 1324.00. The actual bill was for 13.24, I explained that when I caught the mistake I notified my bank but the transfer had already been made and they said I should contact Sirius xm directly and see if they could expedite the refund. The representative told me that company policy was that refunds would be processed within 7-10 days and that I should be patient because there was nothing else she could do. On 7/**/13 a customer care rep by the name of [redacted] gave me a follow up call and said she had good news the authorization for a refund had been processed.I waited patiently for a few days for the refund to be applied to my account. When I questioned my bank they said the only thing they had received was a posting that Sirius xm would be transferring the funds within 7-10 days. I called [redacted] again to complain that she had given me a false sense of her handling my complaint and that I wanted her to investigate where my refund was. A few more days passed with out a call back. I called her back and she finally revealed that somehow the check was returned to Sirius xm on 7/**/13 and she would do what she could to correct the problem. I was disillusioned by the company's run around behavior and lack of urgency on funds that were rightfully mine, they made me feel like I had to beg for my refund. On 7/**/13 still not having any follow up calls I called the corporate office of the vice president of finance. Her assistant by the name of [redacted] assured me that she could handle my complaint and would forward it to her finance reps and that they would be contacting within 24 hours. As of 7/**/13 no person from the finance dept has called. On 7/**/13 I again called customer care and spoke to a rep by the name of [redacted] and she told me that their bank Chase had issued a refund and I should see the transfer the same day. Again I checked with my bank and no transfer had occurred. Frustrated at all their misinformation I called [redacted] and demanded to speak to a supervisor, [redacted] is his name and he assured me that he would trace the check and get back to me with the correct information. Early on the afternoon of 7/**/13 [redacted] returned my call and assured me that I should the transfer of funds by end of business day and that he would give me a follow up call on 7/**/13. As of this date 7/**/13 no refund has been posted to my account.Desired Settlement: For 16 days I have followed all policies and procedures outlined by Sirius xm with no satisfaction, I have been given the run around by all the contacts at this company and feel their incompetence and lack of empathy has caused me a financial hardship and has left me disappointed with the way Sirius xm tries to resolve customer complaint issues. All I want is my refund retuned to my account immediately. I have begged and pleaded enough for what is due me. Would you please intercede with Sirius xm on my behalf to come to an immediate conclusion to this matter. Thank You for your help

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] made an overpayment on his account on 7/*/2013 as the balance was $13.24 and he made a payment of $1324.00. He states he notified the bank, but they stated the transfer had been made and was advised to contact SiriusXM to see if the refund could be expedited. He states he was advised that the refund would take 7-10 days and on 7/**/2013, he states he received a follow up call informing him that the refund had been processed, but after waiting a few days, he still had not received it. He states he continued to place calls to SiriusXM and as of 7/**/2013 no refund has been issued.

We reached out to [redacted] and apologized for any inconvenience he experienced. We have informed him that the refund was processed on our side and upon us contacting Wells Fargo; we were advised that it would be 7/**/2013 before [redacted] would see the refund. [redacted] confirmed with us that he has received his refund and we advised him that there was a $26.48 owing balance on his account; which we have cleared as a courtesy. Service will renew on 8/**/2013 for the Mostly Music Monthly Subscription and an invoice will be sent on this date. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: In April 2007 I bought a new honda pilot with a 3 month FREE trial serius/xm radio. In August 2007 I purchased a "life time" service for $400 and some odd dollars. Well, this morning August **, 2013 I am driving to work and my siriusxm radio is not working, says "updating". By this message I knew something was up with my service, but didn't know what because I had bought the "life time" service in August 2007 when my FREE trial ran out. I called and spoke to the service representative and got no where (he tried to tell me I only bought 3 yrs at a time for $359.64 on August **, 2007 and $462.87 on August ,** 2010), so I requested to speak to his manager so he transferred me to "[redacted]", the manager on duty. I proceded to tell [redacted] what the problem was and he wasn't helpful either. Told me I did not purchase the life time subscription, when in fact I know I did. Told me he could give me 1-2 months free if I signed up for 1 year. I tried to tell him I have life time and he said I didn't. According to him I have paid twice for a total of $822.51 for 6 years. A life time subscription costs $800 and some dollars, why would anyone pay for 3 months twice for over $800 dollars. I would be a fool not to take the life time. In the mix of all this they tell me my account is under my husbands name. My husband has his own account under his phone number with the make and model of his car. ([redacted]). He previously had a Dodge and Ford pickup, but that scubcription was carried over to the Melon. My 2007 Honda Pilot is the only vehicle I have had seriusxm in. I signed up under my own name and my own account using my phone number ###-###-####. They tell me I have no account in my name, all falls under my husband ([redacted]). This is wrong and incorrect. I'm very upset with them. I have paid more then a life time subscription and they tell me I never had life time. Someone on there end has screwed up my account information and refuse to work with me. The manager wants me to pay an additional $800 and some odd dollars again for the life time service, that would be a total of over $1600.00 I would have paid. This is insane. All I want is for them to credit the amount I have paid over the last 6 years and issue me the life time like I purchased and turn my siriusxm back on. I have never been notified of my account being charged or that my service was being terminated. Service was just simply cut off this morning August **, 2013. I have been a customer of there's since 2007, ridiculous they will not work with me. All they want is more money!!!!!Desired Settlement: Give me credit for the amount I have paid which is over $800.00 and mark me as a life time subscriber and turn my siriusxm back on in my 2007 Honda Pilot. I refuse to pay an additional $800 some odd dollars for life time service. When I purchased life time it was $400 and something 6 yrs ago. PLEASE HELP ME!!!!

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 purchased a Lifetime Subscription in August 2007 for approximately $400.00 and on August **, 2013 her service stopped working. She states upon calling she spoke to a representative who informed her that she purchased a 3 year subscription in August 2007 for $359.64 and this service renewed in 2010 for $462.87. She states she requested to speak to a supervisor, who also informed her that she did not purchase a Lifetime Subscription and offered 1-2 months free if she signed up for a year service. She states she was told she paid $822.51 for 6 years of service and a Lifetime service cost $800.00. She states the account is also in her husbands name when he has his own account. She is requesting for a Lifetime Subscription and the account to be credited for the amount she paid.

We spoke with [redacted] and explained to her that XM Radio did not offer the Lifetime Subscription in 2007 as it was not available to XM until 2008. We informed her that we would not be able to credit her account for the amount she paid for service used to go towards a Lifetime Subscription, as this subscription is no longer offered. We show no documentation from 2007 in regards to the Lifetime Subscription nor do we show any calls inquiring into the $462.87 renewal charge in August 2010. On 8/**/2007 a invoice was sent for radio id [redacted] showing the balance of $359.64 for service from August *, 2007 – August *, 2010 and another on August *, 2013 showing the balance of $462.87 for service from August *, 2010 to August *, 2013. Service renewed on August *, 2013 and as the card on file was expired an invoice was sent for the balance of $505.34. When no payment was received, service went to inactive on September *, 2013, leaving a remaining balance for used time and an invoice was sent for $17.45. 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.

Review: I called in March of 2013 to cancel a radio. In February of 2014 I received another bill for this radio. I called and spoke with CSR, I explained that I canceled this radio and I received another annual bill. He said he could see that I called in March 2013, but nothing was noted. Also, he told me that they charged my credit card in April of 2013 for 1 years service. After going around, I was told I was going to get a full refund of the 259.66 that was charged in 2013. He was going to send an email to confirm everything and to allow 10 business days for a refund to hit my CC account. I never received an email. I saw my CC was only credited 31.31. So I called back today and I am getting the run around. I have been on hold for 35 minutes trying to get back to a supervisor that had hung up / "disconnected" on me after waiting on hold for about 10 mins. I am very frustrated, I have spoken to 6 people in the past 2 hours. The person before this last one, told me they would honor the 259.66 refund and transferred me to another department. I had to explain my situation again, for a 6th time and am back on hold, no one is picking up the phone now. After a 45 minute wait, some one picked up, but could not hear me so they said " if you can hear me, please call back."Desired Settlement: I want them to honor the original arrangement in Feb of 2014 of refunding my 259.66.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching her account, it was found that [redacted]’s complaint is in regards to an automatic renewal for a subscription she claims she cancelled in March 2013. She states she was advised she would receive a full refund of $259.66 from a charge that occurred on April **, 2013, but only received a refund of $31.31.

On April *, 2013, service renewed for the annual subscription, per our Terms and Conditions charging the credit card on file. We show no request for cancelation of this service until February **, 2014. Once service was canceled, a refund of $31.31 for unused time through to April *, 2014 was issued.

A member of our Corporate Customer Relations team spoke with [redacted] and informed her that as a gesture of good will, we have issued a refund for the remaining $228.35 on March **, 2014. [redacted] confirmed that she received this amount back to her credit card. 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 concern. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUS XM Radio Inc.

Sincerely,

Review: Sirius XM Satellite Radio has continued to charge my debit card for their service monthly, though I have cancelled the account and have not used it. I contacted them to cancel the account, and they asked that I pay the last month's bill (even though I did not use the service) and I complied with their request. They then have continued to charge my debit card monthly despite my repeated calls to request that they stop and refund my money. The charges are as follows: July 2013 $20.59, then no charge in August due to the debit card information they had being out of date, September 2013 $20.59 paid for august at cancellation with new card information, October 2013 $20.59, November 2013 $20.59, December 2013 $20.59, January 2014 $20.86, February 2014 $20.86, March 2014 $20.86, April 2014 $20.86, May 2014 $20.86, June 2014 $20.86, July 2014 $20.86. Total unauthorized charges to date: $207.79.Desired Settlement: I want all unauthorized charges refunded to my debit card as soon as possible in the amount of $207.79. I have not once used their service in the time I requested cancellation and I am tired of this company giving me the runaround every time I call. If they refuse to refund my money, I will take it up with my lawyer and the bank. This has gone on long enough, and I will also soon be widely publicizing this on social media and any and all review sites if it is not resolved in a timely manner. Sirius radio has plenty of competition and there are plenty of better options out there who will not flat out steal from customers.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’ behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint is in regards to the charges associated with the automatic renewal of his monthly subscription as per the Terms and Conditions. Subscriptions continue to renew until the subscriber calls us to cancel.

On April **, 2013 [redacted] purchased an All Access Monthly subscription and paid for the service via credit card. Service continued to renew on the monthly subscription as we received no request for cancellation. On August **, 2013, we were unable to charge the card on file as the credit card had expired. Service was suspended on September **, 2013, leaving a balance due of $17.93 for used time. On September **, 2013, the credit card was updated to a new card by the automatic updater. The service was then restored and continued to renew on a monthly basis.

A member of our Corporate Customer Relations team spoke with [redacted] and explained that through partnerships with Visa and MasterCard, as well as participating US Banking Institutions, we are provided with updated credit card information. We informed him that since he did not contact us prior, to cancel his subscription, we will be unable to refund him back to July 2013. At [redacted] request, we cancelled his All Access Monthly subscription and refund him $20.86 for the last charge on July **, 2014. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

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

They refunded me only one month when I clearly stated that I expect a full refund for services not received. Though I am satisfied that they will no longer be charging my credit card, I am unsatisfied in the respect that they basically stole from me and I want the rest of the money removed from my account returned as well. I do not think this is an unreasonable request. They have a history of fraudulently charging customer's cards and they know they owe me money. I hope that they will refund it in a timely manner, though I somehow doubt it from their demeanor when they called to confront me for complaining. Yes, Confront. They acted as though I was in the wrong and had never called them. What a terrible company. They basically called me a liar. Never using their services again.

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

[redacted] states his complaint has not been resolved as he was refunded one month of service when he clearly stated he expected a full refund. [redacted] also stated that we treated him like he was in the wrong for filing a complaint.

We reached out to [redacted] and reiterated that his service renewed per our Terms and Conditions and we show no request for cancellation of service prior to receiving this complaint. We explained to him that it was not our intention to make him feel we were being confrontational upon our previous contact with him, we were just explaining our policy regarding our auto renewal process. [redacted] stated he is still not pleased with our response. We again informed [redacted] that since he did not contact us prior, to cancel his subscription, we will be unable to refund him back for the time used. On September **, 2013, the credit card was updated to a new card by the automatic updater and monthly renewal charges continued. As we received no contact regarding these charges, no further refunds will be issued. At this time we consider the complaint resolved.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’ 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 2014 Jeep in Hawaii that came with a 1 year trial for Sirius XM. Due to the fact that Sirius XM is not supported in Hawaii I received as a customer incentive, a 1 year subscription on a packet that I could activate when I returned to the states since I was moving soon on government orders. Once I arrived here in South Carolina I tried to activate the trial only to find out that my jeep was not suited with the equipment for Sirius radio. I contacted the dealership and they said what they gave me was a 1 year trial to use with Sirius as in on any device. So a few months later I purchased a 2013 Dodge Ram and I called Sirius customer support to activate my 1 year trial incentive I received from the dealership and I had to go through an employee and a supervisor by the name of "[redacted]", where I was talked down on, interrupted multiple times. All I want is to activate my 1 year trial on my Dodge and I am being told it cant be done because it was an incentive for the Jeep. Well the dealership knows you cannot get Sirius Radio in Hawaii and did not tie it to the Jeep, instead they gave me a paper with a bar code, therefore I could activate a 1 year trial through Sirius XM.Desired Settlement: I want for my 1 year trial to get activated on my 2013 Dodge Ram, and for the customer support representatives to learn their duties and how to properly service customers like their job title states.

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 researching [redacted]’s account, it was found that his complaint is in regards to a one year trial that was associated with a 2014 Jeep he purchased in Hawaii.

A member of the Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but we were unable to speak with him and address his concerns. Most new and select pre-owned vehicles equipped with Sirius XM offer some level of introductory trial service. This service is associated with the vehicle’s radio id and is a non transferable service. [redacted] states in his complaint that he received this as a customer incentive from the dealership and they advised him it could be used towards any Sirius device. We ask that [redacted] contact us to provide us with the packet he received from the dealership.

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: We’ve been customers with XM for over 5 years and every year around Christmas time we receive a large bill $104 last year and in previous years it’s been $422, $312 & $292. XM states the bill is due to losing my credit card. XM charged my credit card every month for the first 6 months. I feel XM is trying to get customers to pay for holiday bonuses. I pay my bills every month and my credit card has not been changed or cancelled, there should be no reason for XM not to be able to charge my account. XM failed to notify me for 7 months. They waited until the bill accumulated before contacting me. Never received anything in writing, nothing by phone. I had to contact them when they shut my service off to find out about outstanding balance. As far as I was aware they were charging my account per our agreement. Customer service representative stated “your card is not [redacted] good, we have no way to charge your account.” I logged on to my account and it reflected $0.00 balance and shortly after my service was turned off. Upon calling to inquire I was notified of an outstanding balance.Desired Settlement: I want my service turned back on, XM to charge me the correct amount, a bill every month stating charges and that my account is in good standing and the card on file has been charged per our agreement.

Business

Response:

March**, 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. We have investigated [redacted]’s complaint regarding being billed incorrect amounts when his credit card was on file and upon reviewing his account ending in [redacted] we have been unable to determine where the charges he stated in this complaint have occurred. Currently there are three active monthly subscriptions and a balance of $125.31 for service that accrued monthly from December*, 2014. A member of the Corporate Customer Relations team reached out to [redacted] to further discuss his complaint. We explained that we could not locate any of the charges that he provided us. [redacted] stated that he does have the invoices with the account numbers, but was unable to read them to us as he is [redacted]. He stated he would have [redacted] reach out to us when she was available. We reached back out on March**, 2015, as we have received no call back and [redacted] advised us that at this time both he and his wife are ill and will not be able to discuss his issue at this time. We advised [redacted] that we have a timeline with the Revdex.com and need to provide an update on the status of his complaint, but we will continue to investigate his case until we can resolve his issue. 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: This is the second Revdex.com complaint I have filed about this same issue. I have NEVER been a Sirius XM radio customer, I was just unfortunate enough to buy a car with it installed AND THEY WON'T STOP HARASSING ME WITH MARKETING CRAP!Desired Settlement: I said it last time they told me I was marked inactive and the harassment would stop and I told them that wasn't enough because I didn't believe they would really stop harassing me. And guess what, barely 6 months later, here we are again!!!

I WANT TO BE COMPLETELY REMOVED FROM YOUR DATABASE. NO NAME, NO ADDRESS, NO PART OF ME IN YOUR STUPID DATABASE ANYWHERE!!!!!

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint is in regards to receiving repeated mailings after requesting to no longer be contacted. We offer our sincere apologies to [redacted] for any inconvenience she has experienced and certainly understand her frustration. We would like to assure her that we are doing everything possible to resolve her issue and again apologize that this has taken longer to correct than anticipated. On April **, 2014, [redacted] filed a Revdex.com complaint regarding the same issue. At that time we updated her account with her Do Not Contact request and asked that she please allow up to 30 days for the request to take effect. We also advised her that the Do Not Mail preference setting will expire 3 years from the date of the request. [redacted] then requested we remove all her contact information from our files; to which we advised her that that due to legal and record keeping requirements we are unable to delete her contact information off her account. We informed her that we have closed her account completely which will stop all contact. Upon receiving [redacted]’s current complaint regarding still receiving mail, it was discovered that her account contained her previous address and when the dealership activated her trial subscription, we were provided with her latest contact information, which was updated in our database, but not on her account. Again, we offer our sincere apologies for not noticing this upon receiving her previous complaint. We have since placed address [redacted] on our Do Not Mail list. Please allow up to 30 days for the request to take effect. It was never our intention to make [redacted] feel feel that we were not empathetic to her situation and we thank her for her patience while we resolve her issue. 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 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 resolved because:

[Your Answer Here]

I have never been a customer and I never will. They have no right to have my name or ANY personal information about me in their database. This is a violation of my right to privacy. I do not believe they have no way to remove me completely or change my name and information to something generic. Their behavior is criminal and absolutely unacceptable.

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] stated her complaint has not been resolved as she states she has never been to never will be a customer and we have no right to have her name or any personal information. She states she does not believe we have no way to remove her completely or change her information to something generic.We offer our sincere apologies to [redacted] for any inconvenience she has experienced. When a customer purchases a new vehicle the dealership will provide the information to SiriusXM to set up the free trial. Again, we reiterate, that due to legal and record keeping requirements we are unable to delete her contact information of falsify any information on the account. Again, we apologize for the inconvenience this has caused and confirm that all her information has been added to our Do Not Contact list. 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. 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 resolved because:

[Your Answer Here]

They told me the same thing last time I opened a complaint with the Revdex.com and I got mail from them within 3 months. They are lying! It's a computer database and someone out there has the ability to remove my name from it! This is a violation of my privacy and I signed NOTHING giving them permission to even know who I am. So remove my name and all of my contact information immediately!

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

Sincerely,

Review: Sirius XM radio has been automatically been withdrawing monthly fees for a service I have not been provided. The charges have been withdrawn without my consent. I agreed to a promotion via telephone with a trial period. Once the trial period was up the radio stopped working. I called and the rep could not get the service to connect in which she stated I would not be charged for services. I have been billed since September 2013 without my consent. I called to complain and was hung up on by service representative number 2 after being on the phone for 45 minutes.Desired Settlement: I would like a refund in the full amount charged since September 2013. This company has illegally drawn from my account without my consent.

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 researching [redacted]’s account, it was found that his complaint resulted from the automatic renewal of his subscription following the purchase of a promotional offer. 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. On September **, 2014, [redacted] purchased a five-month subscription at a promotional rate on Radio ID [redacted], and paid the $22.49 charge with a credit card. On February **, 2015, at the end of the promotional term, his subscription automatically renewed to a full price package which bills on a quarterly term, charging the credit card on file $51.22 on that day and again when it renewed on May **, 2015 and August **, 2015. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. A member of our Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but we have been unsuccessful in speaking with him. We would like to review his account with him, including any changes in his subscription package rates and the automatic renewal of his subscription, charging his credit card on file. We remain interested in working with [redacted] and ask that he contact our Customer Relations Team at the number provided below, so that we may address his concerns.SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]

[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Review: I have been charged for XM Radio Services for the 2nd time this year. Each time I contact Customer Care I get handled by customer care like a car purchase negotiation.......they try to only refund a portion of the money. The last time I spoke with them was in Jan/Feb of this year. I received a partial refund even though I had sold the vehicle prior to being billed. I received my credit card statement today and found that I was billed again. I tried calling customer service and was told I had to wait 14 minutes. I tried an online chat on their website and was told I would connect with an agent in 1 minute 16 seconds. After the wait it said.....we are sorry for the delay, someone will be with you shortly. I waited a few more minutes and no one came. I have reached a boiling point with XM Radio at this point therefore I have decided at this point that rather than seek a refund for this current charge that I will now seek a full refund of services after I traded in and/or sold both of my vehicles. I sold my 2013 GMC [redacted] in July 2014 and the 2013 Chevrolet [redacted] in February of 2015. I would like a pro-rated refund of the amount I was charged today in the amount of $102.44 plus retro back to the sale date of both vehicles. I will never provide XM Radio with billing information because it is mis-handled and abused.Desired Settlement: I am seeking a full refund of services after I traded in and/or sold both of my vehicles. I sold my 2013 GMC [redacted] in July 2014 and the 2013 Chevrolet [redacted] in February of 2015. I have bill of sale documents proving the sale date. I would like a pro-rated refund of the amount I was charged today in the amount of $102.44 plus retro back to the sale date of both vehicles. I will never provide XM Radio with billing information because it is mis-handled and abused. I made it clear that I no longer owned any vehicles when I spoke with them previously in Jan/Feb of this year. I would like all billing for me and my wife to cease immediately.

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted] and [redacted]’ behalf. We regret that their recent experience led to a complaint with your agency. After researching [redacted]’ account, it was found that her complaint regarding being charged for subscriptions on a vehicle she no longer owns resulted from the automatic renewal of her subscription. Per the terms and conditions in the Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. We were unable to locate any request for cancellation prior to January 2015 for the [redacted]. Service on the [redacted] was cancelled an August **, 2014. Service in an [redacted] was cancelled on September **, 2015. Upon reviewing the three accounts in [redacted]’ name, were unable to locate any request for cancellation for service on the [redacted] prior to January 2015. On account [redacted], a six (6) month subscription was purchased on January **, 2014 for radio id [redacted] ([redacted]) at a promotional rate of $33.68. On July **, 2014, her six month subscription automatically renewed at our then current rate, charging the card on file $101.18. On January **, 2015, her subscription renewed again, charging the card on file $102.44. On January **, 2015, service was cancelled on this radio and a refund of $93.96 was issued for unused time. On December **, 2013, radio id [redacted] ([redacted]) was activated on account [redacted] on an annual subscription at a promotional rate for $96.75. On August **, 2014, we received a request for cancelation of this subscription; which was processed immediately and a refund of $31.80 for unused service was issued. On August **, 2015, the semi annual subscription for radio id [redacted] ([redacted]) renewed on account [redacted], charging the credit card on file $102.44. We cancelled this subscription on September **, 2015, and issued a refund for the $102.44 charge from August **, 2015.A member of our Corporate Customer Relations team reached out to [redacted] and [redacted] to discuss their concerns. We spoke with [redacted] and explained the charges in question and confirmed which device and subscription she was being billed. [redacted] stated that the [redacted] was supposed to be transferred to the subscription they were using on the [redacted] as this vehicle was traded in. [redacted] agreed to fax in the bill of sale for the [redacted] so we can continue to investigate into this further. To date we have not received the requested information. We remain interested in working with [redacted] and ask that she contact our Customer Relations Department as soon as she obtains the requested information so that we can research this issue further. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] and [redacted]’ 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]

This entire company is a scam. I've been a customer with Sirius XM for 11 years. And I've never delt with it customer service reps. They have no compassion for there customers. They don't care about the issue you are having with them all they want is to give promotional deals after robbing you of your money and than lying about it. For the past 10 years I was always charged a yearly rate but apparently this year I went on a 6 month plan and was charged 102.44 twice. I doubt any radio service is worth 204.88 dollars. When talking to a customer rep I felt there was no interest in my issue especially when I said I wanted to cancel there service. After I said that all I got was oh ok I'll transfer you to another department so you can cancel. It was like they didn't even care. This company sucks!!!!!!

Very unfair billing practices. Deceptive in the advertising of rates. Adding services not received. Charging different customers at different rates for same service. Do not do auto-pay...check your bill and ask questions!

I cancelled my subscription with Sirius XM Radio a few months ago and unsubscribed to receiving emails from them. Their policy stated that it may take up to ten days to comply with my request. After receiving another email, I replied and advised them of my previous request and that the ten days had past. Even after my second request, I still continued to receive emails, letters, and phone calls from Sirius. I advised them one more time to stop contacting me or I would report them to the FTC and Revdex.com. However, on March10th of last week, I received another email from them. I have reported them to the FTC and now to you as had avised them. I would appreciate any assistance that you can give.

we canceled our service with sirius ending this june..since we canceled we receive about

2 to 3 calls a day (855 404 0163) have asked not to call back

want them to STOP we are not interested

Review: I renewed my satellite radio subscription for one year last March and only wanted one year. Sirius XM has now said that they let run my subscription from March * to Mach ** of 2014 and are now billing me an additional $20 for a service I did not want or ask for. I have tried speaking with customer service and had my account cancelled and they refuse to remove the 20 dollar charge. They instead offered me another year's subscription for $89 dollars which is half off the regular price which I declined because I do not want to continue my service. If they can cut more than 50% off of their price for one year why can't they remove the 20 dollar charge for service that I did not ask for?Desired Settlement: I want Sirius XM to remove the charge of $20 from my account.

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 his recent experience led to a complaint with your agency. After researching his account, it was found that his complaint is in regards to being billed for service after an automatic renewal.

We spoke with [redacted] and informed him of the automatic renewal policy. We explained that service renewed for the annual subscription on March *, 2014 and upon the cancellation of this subscription on April *, 2014 a balance of $20.58 was left remaining for used time. We advised [redacted] that as a gesture of good will, 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.

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 in that they have removed the charge from my account for service that I did not want or ask for. I would warn future and current customers about their deceptive "automatic renewal" policy which apparently cannot be waived or opted out from.

Sincerely,

Review: I was to get a refund after cancelling service, and they sent the refund to a credit card that is not valid, but will not correct the error to either a check or credit card that is valid. They keep telling me to contact the bank and the bank is telling me that they have not received any money in that amount. This was to have been accomplished December [redacted], 2014. And as of today, there is no resolution.Desired Settlement: At this point, I am willing to settle for the refund with interest.

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 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 back to his credit card, but was not received by him. A member of the Corporate Customer Relations team spoke with [redacted] and explained that we were showing a refund of $161.14 was issued on December **, 2014. Upon further investigation it was discovered that this refund was issued back to [redacted], who did not release the funds due to the fact that the refund amount was higher than the charge from October **, 2014. The bank was requesting an explanation as to why this occurred. At [redacted]’s request, we emailed a letter for him to provide to his bank explaining that [redacted] had cancelled two previous subscriptions which left a remaining credit of $114.44 for unused service on his account. Once he activated a new annual subscription totaling $216.17 on October *, 2014 the remaining $101.73 payment was made. Upon cancelation of this subscription on December **, 2014, our system automatically generated the refund of $161.14 for unused service. 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: [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.

Just waiting for [redacted] Bank to complete what they said they needed to release the funds. SiriusXM has done a great job in resloving this issue.

Sincerely,

Review: On 9/**, after several failed attempts to contact a LIVE person, I made several attempts to create an on-line login with SiriusXM Radio. After finally getting the online system to work, this took several tries and still required an on-line chat assitant, I was finally able to see my wife's subscription info. This info stated that apporximatley $20 and some change was required to bring the account current until August of 2014. On 9/**, when the radio system in the car STILL wasn't working, we called their support center where I spoke with a gentleman named [redacted]. After reviewng all my account information for a second time, [redacted] informed me that we owed $20 dollars and change for only the PRIOR month of service, FOR WHICH WE HAD NEVER RECIEVED A BILL, and this was NOT what was stated on the on line subscription managment tool. [redacted] also stated that they had billed our debit card for the next years service subscription, $170 dollars, WHICH I DID NOT AUTHORIZE, BECASUE THE BILLING INFORMATION STATED WE ONLY NEEDED TO PAY $20 DOLLARS AND CHANGE TO BE CURRENT UNTIL AUGUST OF 2014. At this point the system was working in the car, and I infromed [redacted] I would be contacting the Revdex.com. I do not wish to have any further direct contact with anyone from SiriusXM Radio.Desired Settlement: There's is a VERY deceptive billing practice and their billing statements are very hard to understand and decptive. They should be required to provide me the rest of the years service for the $20 dollars and change they said we owed.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to a charge for a one year service that he did not agree too. He stated he looked up their account online and found a balance due for $20.00 and once he paid this balance he assumed his account was up to date. When he contacted Listener Care to reactivate the service he was informed this was just to cover the time used and to bring the account up to date and Listener Care informed him he was charged $170.00 to cover the one year renewal. After reviewing the account and trying to contact him, we found the service was activated on a one year subscription that has been renewing for several years per the Terms and Conditions. When the service renewed on August**, 2013 the payment would not go through so when no payment was made the account was shut down for non payment on September **, 2013 which left a balance due of $20.63 for time used. Once this payment was made the service was reactivated and the remainder of the one year plan populated on the account to show a balance due for $169.26.

We have reviewed the account and found the service was cancelled on September **, 2013 and a refund of $169.26 was issued back to the credit card that was charged. We would like to apologize for the frustration this issue has caused and inform [redacted] he can contact us should he 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]’ 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

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