Sirius XM Radio

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: 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 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: 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 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: 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 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: 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: 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: 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: 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 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: 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 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,

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.

Review: I have had Sirius for 2 or more years. I traded in my 2007 Sante fe June [redacted] 2013 for a 2009 santé fe. Called to have the service stopped on the 2007 and transferred to the 2009. Customer said with the purchase of the 2009 we had three months free service because of the place we bought the car. So my service was stopped on the 2007 and started on the 2009. I had a $34.04 credit on my account and they have my debit card to bill my account once the 3 months were up, use my credit and bill the rest to my debit card. I received an offer in the mail in my husbands name [redacted] with an offer and stating my free trial was almost over. I call and talk to customer service. Asked why in husbands name and different account and wanted to get account fixed so that my credit will be used. old account # *-[redacted] and new account number [redacted]. I was told accounts were combined I wanted the 1 year service for $95.00 + $11.88 radio service fee. Total $106.88 minus my $34.04 credit leaving me a balance of $72.84 to cover 9/*/2013 thru 9/*/2014. My debit was to be charged the $72.84. I get letter in mail saying I owed $72.84 so I looked online bank and they had not run my debit. I called the same day I got the letter. 9/**/2013 and talked to them. My debit was charged the $72.84 account paid in full for the year. I received an email 9/**/2013 stating my account was not paid an to avoid disconnect of service I need to pay $72.84. I called they said I didn't owe anything to disregard the letter and my service would not be cut off. Game me a reference number [redacted]. Then on October *, 2014 received email that my account was past due need to pay $72.84 or service would be disconnected. I called again and was very angry. Again was told my account was paid up no problem. and said would stop all emails to my account. I stated I just want my account fixed as it should be. A few days latter I received a letter in the mail dated 10/*/2013 stating immediate action required again I called and demanded they fix this account. I was told my account was fixed and no interruption to service would happen. October ** my service was cut off. I called and the woman I talked to said she tried to have it fixed (turned on) and someone would call me. My service still off and no phone call.Desired Settlement: I want my service turned back on per the contract that covers 9/*/2013 thru 9/*/2014 with the date of service to add additional days to cover the days my service has been cut of for example as of today it would be 9/*/2013 thru 9/**/2013 with a letter reflecting new thru date. I only want what I paid for and feel since I have been without service now for 5 days it should be extended the number of days I have been without service.

Business

Response:

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

[redacted] states she called to have service transferred from her 2007 Sante Fe to her 2009 Sante Fe. She states her new vehicle came with a three month trial and she had a credit of $34.04 which would be used towards future service. She states she received a letter offering one year of service for $106.88 and placed her debit card on the account to pay for the remaining $72.84 balance. She states she received a letter stating she owed this amount and upon calling, her card was not charged and she made a payment for the balance due. She then received another letter stating service will be disconnected if the payment was not received and upon calling Listener Care she was advised there was no owing balance. She states on October **, 2013 her service was cut off and she is requesting for it to be turned back on with additional days for lost service.

A member of the Corporate Customer Relations team reached out to [redacted] and explained to her that we are currently having issues with consolidated accounts and we are showing the balance was paid, but the system is not recognizing the payment and is continuing to send notices requiring payment. We informed her that we are working on resolving the issue and advised her that any invoices received in the interim should be ignored. [redacted] was advised that once this issue is resolved she will be compensated for any lost time. [redacted] stated she is satisfied now that she is aware we are taking care of this issue. 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: 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

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

Review: I've had Sirius XM since December [redacted], 2013. The agreement was to charge my card $12.36 every [redacted] of the month. I called the company back in November and asked if I could make November's payment on the [redacted] and change the payment date to be the [redacted] of each month. At that time, I was advised that when I called in November [redacted] to make the payment to request that my monthly payment date be switched to the [redacted] of each month. I did everything as I was instructed on November [redacted]. The representative assisting me assured me that everything was taken care of. On December [redacted], I noticed a pending charge on my account for $12.36 for Sirius XM. I contacted them on December [redacted] to find out what was going on and the supervisor said that I was paying December's payment. When I advised him that the payment wasn't supposed to be taken until December [redacted], he stated that it was not true and they take payments based on the day that the radio is active. When I explained to him that my radio wasn't active until the [redacted] so they're still charging me early, he stated that he couldn't do anything. When I requested my money back, he said that he couldn't do anything and that he would have to transfer me to a department to cancel my radio and refund my money.Desired Settlement: Because they misinformed me and took money early, they are required to give me my money back.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’ behalf. We regret that her experience led to a complaint with your agency. [redacted]’ complaint regarding her subscription renewal dates resulted from a misunderstanding of the original activation of her subscription on December **, 2013. On December **, 2013, a complimentary 3 month trial subscription was activated for [redacted]. The trial subscription expired on April *, 2014. On January **, 2014, [redacted] purchased a monthly Mostly Music subscription; which would automatically start on April *, 2014 after the trial subscription expired. This subscription continued to renew on the [redacted] of each month thereafter. A member of our Corporate Customer Relations team spoke with [redacted] and explained that her subscription renewals align with her billing cycle and device activation dates. On November *, 2014, her monthly subscription renewed and as we did not receive a payment for October, an invoice was sent for $29.12. When [redacted] contacted us regarding making a payment on November **, 2014, we exempted her account from non pay for 15 days, but her renewal date would still be the [redacted] of the month. We provided her with a one month credit and on November **, 2014, she made a payment for $12.36. On December *, 2014, her monthly subscription renewed, per our Terms and Conditions, and her credit card was charged $12.36. This amount was refunded on December **, 2014. On December **, 2014, we created a new account for [redacted] so her new renewal date will now be the [redacted] of each month. As a gesture of good will, we provided her with a one month credit for the period from December **, 2014 to January **, 20154. On January **, 2015, her monthly subscription will renew and the debit card on file will be charged. 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.[redacted]

[redacted] Sincerely, [redacted]

Review: Sirius XM Radio processed two unauthorized charges for two months of service. I did not receive and invoice. I called the company three times to try and resolve the issue, but they refuse to resolve the issue. When I offered to roll up the charges into a new promotion, they refused. They will do a new promotion for $35.00 plus the two months they billed me, which comes to about $70.00. This discrepancy all happened when I decided to try the "All access" plan which I had for about a week and then decided to cancel that plan and go back to the standard plan. Every time I called, I speak to someone, not from the United States, and each time I explain the issue, they all sound like robots and I get nowhere. I would be happy to pay the bill, if they would roll the unauthorized two months into a six month promotion, which approximately $25.00 plus tax.Desired Settlement: Either credit the two months or roll the two months into a new six month promotion.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]’ behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted]’ account, her complaint regarding the outstanding balance resulted from the automatic renewal of her subscription per the Terms and Conditions in the Customer Agreement. Subscriptions automatically renew until a subscriber calls us to cancel. On February **, 2014, [redacted] purchased a 6-month XM Select subscription, at a promotional rate of $30.08. On June **, 2014, she contacted us in regards to the NASCAR channel and her subscription was upgraded to a 6-month All Access subscription at a promotional rate of $58.77, as there was a credit of $11.80 remaining from her previous subscription, an invoice was send for the $49.11 balance due for service from June **, 2014 to December **, 2014. On July **, 2014, a second invoice was sent for $51.**. [redacted] contacted us on July **, 2014 stating she was on the incorrect subscription and she was paid through to August **, 2014. At this time her subscription was changed to a monthly XM Select at a prorated rate through to August **, 2014 and the $17.33 balance was cleared so her account reflected a $0 balance. She was advised at this time to contact Customer Care on August **, 2014, and the call was disconnected. On August **, 2014, the monthly subscription renewed and an invoice was sent for $20.18. On September **, 2014 the subscription again renewed and an invoice was sent for $40.36. On October *, 2014, service went inactive for nonpayment, leaving an owing balance of $29.30 for used time. A late fee was added to this balance on October *, 2014, bringing the balance to $34.62. On October **, 2014, this amount went to write off and account balance was cleared. A member of our Corporate Customer Relations team spoke with [redacted] and educated her on our auto renewal policy. [redacted] opted to accept a 6 month subscription at the promotional price of $32.22, reactivating her device, for the service period from November **, 2014 to May **, 20**. Per our Terms and Conditions, her 6-month subscription will renew at our then current price unless she contacts us prior requesting cancellation. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’ concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.[redacted]

[redacted] Sincerely, [redacted]

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,