Sirius XM Radio

Review: I got a trial with the purchase of a new rig, and don't really care for the satellite radio. So when they call me, I tell them I don't want their service, and quit bugging me. And last night my email kept going crazy as they sent me 67 consecutive emails. This needs to stop. I don't want to pay for radio.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint is regarding a request to no longer be contacted.

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

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,

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!

Review: I received a free initial service from Sirius XM radio. After the initial service I chose to continue the service for 3 months. My credit card was automatically charged the full rate so I called and spoke with a sales rep. He gave me a lower rate and removed my credit card so it could not be automatically renewed. In August my account expired but was automatically renewed at the full rate. I started receiving emails stating that my account was past due. I called and cancelled all service. I explain that I did not have the option to cancel the service before it was past due.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM 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 regarding receiving emails stating her account was past due resulted from the automatic renewal of her subscription. Subscriptions continue to renew until the subscriber calls us to cancel. Invoice payment does not prevent automatic renewal from occurring.

We spoke to [redacted] and confirmed that her subscription was cancelled and her account credited to reflect a $0 balance. [redacted] stated her main frustration was the time it took to cancel her service. She stated upon requesting cancellation she was made several different offers to remain when she was not interested. I apologized and advised her that our agents will make three attempts to retain a customer prior to canceling; which she understood. [redacted] stated that SiriusXM should have an online option to cancel service; which will make it easier on customers who do not have the time to listen to sale pitches. We appreciate her feedback in regards to customer service as it helps us develop new processes and policies that improve our customer support and this will be shared. 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.

Sincerely,

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!!!!!!

Review: Hello, I am re-opening a complaint, as it was never resolved. The previous complaint was New York Revdex.com complaint #[redacted] [Incident: [redacted]]. Again, the original complaint against Sirius XM was: I canceled the service in January of 2014. Sirius sent a refund check of approx. $100 to an incorrect address (not the address I specified). An unknown person at this incorrect address fraudulently deposited the check into their Bank of America account (I bank at [redacted] fyi). So, I never received the refund check, AND the check was fraudulently deposited by an unknown person. I have been working with [redacted] at Sirius XM Customer Relations. Sirius acknowledged the situation and said that they were going to retrieve the fraudulent deposit amount from Bank of America. Once they did this, then they would send a second refund check to me at the correct address.

UPDATE: I know for a fact that the fraudulent deposit amount was reversed at Bank of America (because Bank of America told me). So, Sirius now has my refund money back into their account. This reversal took place approximately one month ago. But, I am still getting the run-around and no action from Sirius on sending me a second check. So, can you step in and ensure that, now Sirius has the funds back from the fraudulent depositor, that they send me the funds due me? Thanks again, [redacted]Desired Settlement: That Sirius XM sends me the refunded amount originally asked for in January of 2014.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s rejection is in regards to a refund of $100.00 that he has still not received as an unknown person fraudulently deposited this check into their bank account. He stated he sent in the proper paper work to start the refund process and deal with the Bank of America but he has not heard anything regarding his refund in several weeks.

A member of our Corporate Customer Relations team reached out to [redacted] and informed him that we are currently looking into the investigation between Chase bank and the Bank of America. We explained that as soon as we have more information on his refund we will reach out to him to update him on the status. As there is no further information at this time we have closed this complaint as resolved.

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

Consumer

Response:

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

[Your Answer Here]

This complaint will not be closed until I get my refund check. As previously stated, [redacted] directed me to fill out a form detailing the check theft and fraudulent deposit into the thief's Bank of America account, which I did, and I also copied Sirius on the letter as requested by [redacted] in Customer Relations. I was informed by Bank of America that the fraudulent deposit was reversed, and now Sirius has my refund $ back. So, now, all I need is for Sirius to mail me a check for $99.24 at the address requested ([redacted]). Revdex.com, please help me stay on Sirius until this is resolved...it has been almost 6 months since the original request for a refund check and I still don't have my refund back yet. I am now also going to initiate a complaint also with the New York Attorney General's office. Regards, [redacted]

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s rejection is in regards to not receiving his refund of $99.24. He stated he will not close this complaint until he receives his money and that he is also opening a complaint with the Attorney General of New York.

A member of our Corporate Customer Relations team reached out to [redacted] and informed him that we have submitted a manual check request in the amount of $99.24. We appreciate [redacted]’s patience while we worked on resolving these concerns. He has our contact number should he have any further questions or concerns.

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

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 had a promotional package for a 5 month subscription for Sirrius XM Radio. The price was $54.46 total. The promotion expired and when I called to get new subscription it was for $89.94 "plus fees and taxes" for 3 months. They finally agreed to $21.98 per month plus fees and taxes instead. I understand promotional packages are meant to bring in new customers, but I never expected them to more than double up my subscription price for less time (from 5 months down to 3) after the promotion was over. . It is bait and switch when you think you are getting a service at one price only to see it automatically doubled up "plus fees and taxes" at renewal. What a horrible way to treat existing customers. I feel like I was tricked.Desired Settlement: I want the same promotional package, 5-6 months at set price. I did pay $54.46 for 5 months in the past and am willing to pay a little more 5 months later due to cost of living, but not willing to pay double the rates + fees and taxes. The service is not worth that much money and I'll just end the subscription forever if I don't get some sort of solution.

Business

Response:

December **,

2015

[redacted]Re:

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

Mediator,Thank you for contacting SiriusXM on [redacted]

behalf. We regret that his experience led to a complaint with your agency. After researching [redacted] account, it was

found that his complaint was in regards to a misunderstanding regarding the

automatic renewal policy and promotional rate subscriptions renewing to full

price subscriptions at the end of his initial term. Per the terms and conditions in the SiriusXM

Customer Agreement, subscriptions automatically renew at the rates in effect at

the time of each renewal until the subscriber calls us to cancel. [redacted] has been a SiriusXM subscriber

since February **, 2013 and has received several promotional subscriptions which

have been subject to SiriusXM’s automatic renewal policy. Confirmation emails were sent to [redacted] upon

each promotional subscription provided, detailing the terms of the renewal and

advising him of the upcoming credit card charges. Prior to the December *, 2015, renewal, [redacted] was provided with a five month promotional subscription on both his

receivers. On July *, 2015, a confirmation

email was sent to [redacted] detailing the terms of the renewal and advising him

of the upcoming credit card charges for each receiver. On December *, 2015, both subscriptions

renewed for the quarterly term at our then current rate charging the credit

card on file $71.44. A member of our Corporate Solutions Team spoke with [redacted] and reviewed his concerns with him. We explained that all

subscriptions automatically renew at the rates in effect at the time of

renewal. We offered to continue his

subscriptions at discounted rates, for one additional term each, and issue a

refund for $13.59 difference back to his credit card. [redacted] accepted our offer. [redacted] understands that his subscriptions

will renew at the full price rates and that he must call to cancel prior to

renewal if he does not wish to continue subscribing. Should [redacted] have any

further questions or concerns, we ask that he contact us utilizing our contact

information below.SiriusXM values

each customer and is committed to providing stellar service. We have taken appropriate measures to resolve

[redacted] concerns. If you’d like to

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

Radio Inc. [redacted]

[redacted] Sincerely,Geraldine

R[redacted]SiriusXM

Corporate Solutions Team###-###-####

(option 3)

Review: told was buying service for one car and was actually buying on a car I did not own.

Cancelled and transferred service on radio when car was traded in. Company had evidence of this with credit being transferred to new car. All automatic payments were cancelled. Called twice to verify all of above. Was called to renew service for my 2 vehicles ([redacted] and[redacted]) was told several times was for these 2 vehicles. Agreed upon rate and was charged. Come to find out I was actually renewing a [redacted] and [redacted], [redacted] I had not owned in over a year and was transferred to [redacted]. And [redacted] had renewed a few weeks prior for full price automatically for a price I never agreed upon and after I cancelled automatic payments.

After hours on the phone with company they would not recognize there mistake. They said I agreed to pay for a car that I had not owned for over a year and they had evidence of me transferring. Highest up manger I spoke with was named [redacted]. Was offered absolutely nothing for their mistake and my time. Would not even refund me for $89 charge on [redacted] I had not owned for over a year and cancelled.Desired Settlement: I agreed to pay for a year of service on the[redacted] for $89.00 and 6 months on [redacted] for $29.99. I am ok with this. I would like refund on unauthorized charge of $212.00 to renew [redacted] for a year after automatic payments were cancelled. $89.00 was actually charged on [redacted] that I had not owned for a year.

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 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 [redacted]’s complaint regarding being billed for a subscription that he requested to be canceled was due to agent error. A review of the account determined that [redacted] contacted us requesting for the cancelation of service on radio [redacted] as he purchased a new vehicle. At this time he requested to purchase a subscription for radio [redacted] to continue service after his trial subscription ended and updated his credit card on file. Upon completion of this request, the service on radio [redacted] was not cancelled and renewed on July**, 2014 charging the credit card on file $212.75. A member of our Corporate Customer Relations team spoke with [redacted] and apologized that his subscription was not canceled when requested. We confirmed that the cancelation has now been completed on radio [redacted] and we placed a credit of $212.75 on his account; which he used towards an annual subscription at a promotional rate on radio [redacted] and [redacted]. A future deactivation date was set for March**, 2016 on radio [redacted] and the annual subscription on radio[redacted] will renew on March**, 2016 at our then current price. 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.

Sincerely,

I received a free 3-day trial of Sirius XM with my new Nissan. Since that trial period has expired, I have continued to receive calls from this business, this week twice alone, even after continually asking to be removed from their contact list. Today I even demanded to speak with a Manager, reiterating the same thing.

Since purchasing a vehicle with a 3 month free trial of Sirius XM Radio, the calls to my work number and cell phone have been relentless to sign up for service with Sirius XM Radio. I have told countless agents I am not interested in their services at this time yet I continue to receive multiple calls from Sirius XM a few times a week on both of my phone numbers. I receive a letter at least twice a month also looking for me to sign up for service. This has to stop. If a consumer tells you they are not interested in their product - that should be the end of all communication.

This Company CONSTANTLY solicits your business through mailings or emails. They AUTOMATICALLY renew your service WITHOUT the customer's consent, thereby tricking the customer into paying an erroneous bill and therefore committing to a new contract!!!! I have told them DO NOT AUTOMATICALLY renew my service!!!!! DO NOT solicit through mailings!!!! Today, I see where they have billed us for a new contract that NOBODY asked for!!!!!!! I had to take MY TIME yet again to ask them NOT TO SOLICIT THROUGH EMAILS OR THE LIKE AND TO CREDIT THIS STATEMENT AS THERE WOULD BE NO PAYMENT!!!! I also stated that THIS TIME, I would report to the Revdex.com. A SERIOUS LACK OF INTEGRITY!!!!!!!!!!!

On January **, 2016, Sirius XM Radio renewed my contract and charged my credit card without any notification and authorization from me!!! I spoke with a gentlemen named Genesis and I was informed that they will cancel the charge. Unfortunately, this will take about a business week to have this charge removed from my credit card account. They should never have the right to proceed and renew my account without my authorization!

Sirius is the most deceptive company I've ever dealt with.
I had a subscription for Sirius that ended 1/*/16.
I called an canceled by subscription for both cars on 12/**/2015. I received an email confirmation.
On 1/*/16 I got a call from Sirius and they left a message that said my credit card failed payment for my new subscription. Thank goodness my credit card had expired or they would have been paid for a subscription I cancelled.
I called back and had a heck of a time getting them to cancel my subscription and they tried to get me to renew. I would never subscribe again and wanr others regarding Sirius practices

While on a family road trip, I thought, what a wonder time to try my Sirius Radio trial. I called in and politely let me know that I did not qualify even though I recently purchased my vehicle. I decided to add the same plan as my other vehicle, which I was told was $9.89, after I was hung up on Twice, 4 representatives later, I was told the wrong information countless times. Spent a total of 2 hours calling in to customer service. I think as a national company customer should be top notch no matter if it is the US, Nova Scotia, or Dominican Republic.

I have had a lifetime subscription for a number of years. I have had multiple radio issues since I purchased my vehicle. The radio broke, so it was replaced by the dealer under warranty every time! Sirius will not transfer my subscription to my new radio based on the number of transfers I have had. None of the transfers are my fault if the radio works! I do not understand why a warranty issue is held against me. After finding this out they wanted me to purchase a new subscription. Are you kidding me? Why would I give more money when I am not at fault!...

Review: In 2011 I purchased a new vehical and contacted Sirius to cancel my former service (traded in car) and start new service on my Audi A5. Apparently they chose to leave the former subscription open, continue automatic withdrawals from my credit card and also bill me (separately) for my new service. I failed to catch this because the billing was not monthly. Last month, I received a notice from Sirius that they were unable to charge my account. I thought this was strange, since I had purchased another vehicle (replacement for Audi) and it came with a free trial subscription, which I applied to the new vehicle. I called Sirius Customer Care and was told that their "notes" from two years ago proved that I never told them that the Audi was replacing my former car, an Infiniti. That is not true. They were told that I was simply replacing one car with another, but I'm sure there's an incentive for their salespeople to open a new account rather than to merely transfer from one vehicle to another. Last weekI asked to speak with a Manager and was transferred to "[redacted]" (refused to provide last name) who told me that although the charges since the transfer of vehicles was over $400, there was nothing Sirius could do but to credit my account for $12. I asked to speak to his supervisor but he said that he was the "manager." I asked him who he reported to and he replied that he was the "manager" and that he had the final say. He provided me with the mailing address of his company only.Desired Settlement: I was billed for services never provided and therefore deserve a full refund. Thank you.

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 he traded in his vehicle in 2011 so he contacted Customer Service to cancel that subscription and activate a new receiver. He stated that now he is receiving notices informing him that we are unable to charge his credit card so he contacted Customer Service and he was informed this subscription is still active and has continued to renew as part of the Terms and Conditions. He stated he has been charged over $400.00 for this subscription that should have been closed and he would like to be refunded as he does not own this vehicle. After reviewing the account and contacting him, we found that there were three accounts activated under his name and the account he had requested be cancelled had no notes requesting cancellation so this was the reason the service had continued to renew. We apologized and informed [redacted] of our Cancellation Process and the Automatic Renewal.

As a gesture of good will, we offered [redacted] a 1-Year complimentary service upon renewal of his current subscription. He stated that he wanted to be refunded for all charges so he would not accept this offer. We informed [redacted] that as there were no notes on the account requesting cancellation and it is the customer’s responsibility to check their credit card statements we are unable to refund for time used. We have informed him should he change his mind we are willing to place a one year free service on his account for the next renewal. Since this issue has been addressed we have closed this complaint as resolved.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Consumer

Response:

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

I was charged over 400.00 for services never received because Sirius erroneously opened a new account instead of transferring the one from my sold car to my new vehicle.

This has been a common practice of Sirius, as validated on numerous Internet sites and as recently as last week when my supervisor told me a story about a charge he disputed for the exact same reason as mine.

And just 2 days ago, even after speaking with Sirius Customer Came for close to one hour, I still received a letter which threatened to suspend service if I didn't provide another credit card number! Unbelievable!

Their offer of a "free" year of Sirius is an insult. I am owed over 400.00 and I am told that it is Sirius' policy not to issue refunds. This is certainly unethical. Is it even legal?

I never received the 400.00+ in service fees for which I was billed. I am still owed that money, regardless of their questionable, unethical policy.

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

Sincerely,

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 the response sent on 7/**/2013 does not resolve his issue as he states the offer for a free year is an insult. He states he is owed over $400.00 and is still owed this amount.

We reached out to [redacted] and reiterated that we show no request for a cancellation of the service in question. We apologized and again explained the terms and conditions of auto renewal and explained that it is the customer’s responsibility to monitor their credit or debit card. We again offered to place his service on an All Access Annual Subscription; which he again declined. Auto renewal is the current business practice of SXM and there is no additional action to be taken as the concern has been addressed. Should he have any further questions or concerns or decided to accept our final offer, we ask that he contact us utilizing our contact information below.

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

Review: It was during the holiday, July [redacted]. I had planned for the weekend with my family. I am on a very tight budget so I watched my spending very tightly. I went to check my account and noticed that a large amount of money had been debited out. I noticed that it was SiriusXM. Last year I signed up for a year with Sirius and wanted to try it out. I did not really enjoy the programming so I did not plan to renew the term as it came up. So when I noticed the debit was taken from my account, I was pretty upset. I did not authorize the debit. In addition, the charge for the renewal was double what I had paid last year for the one year subscription. There was no way I would have authorized the debit amount. I called to SiriusXM and asked to be refunded and cancel the service. It was accomplished, however wiht reisistance from customer service and numerous attempts to entice me to stay with additional offers for discounts. I received a cancel number and was told that I would receive my refund within 3-5 business days. I waited 6 days and contacted Sirius again to see when my refund would be credited to me. In my conversation, my cancellation occurred however, my refund was not even processed. That is very difficult for those customers that are on a fixed income. I am currently juggling money and bills until this is resolved. I was again provided another confirmation number but still awaiting another 3-5 days, when I really need my money returned now. It has been very difficult in attaining my refund.Desired Settlement: I would like my refund expedited and placed back in my account right away. The cancellation number was [redacted].

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states that they checked their bank account during the [redacted] Holiday and he noticed that he had been charged a large amount of money from SiriusXM. He stated that he did not enjoy the service so he was not going to renew it once the subscription had expired. He stated he contacted Customer Service to cancel the account and he was informed the refund process would take 3-5 business days. He stated after 6-days he contacted Customer Service and he was informed the refund was not processed so it may take another 3-5 business days. After reviewing the account and reaching out to the customer several times, we found that the service had renewed as part of the Terms and Conditions. We were not able to speak with [redacted] as he had not returned our calls or emails.

Upon reviewing the account we found that a refund of $179.82 had been issued back to the credit card on July **, 2013. The subscription has been closed so there are no active units on the account. 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

While ordering Sirius radio service I advised I would be charged for the price of radio plus shipping. I was then told I would be charged for the programming package once I activated my radio or 7 days upon shipment of radio. I was billed for everything up front even though I was told otherwise. Everything the sirius agent read to me and I had to agree to had been false.

Sirius XM's billing practices are deceptive. When their service is auto renewed they bill over double what you paid the year before for the service. If you call them they will renegotiate the price back down. If trying to cancel, they harass their consumers throwing multiple different prices and plans to retain the business. Even when you say you don't want to hear any more options, just cancel- they still proceed with options. They give you the option to pay your final balance on line, however their "fine print" says if you pay it, your service will be reinstated and fees will resume billing. Completely inappropriate consumer practices and the company needs to be regulated.

The radio service is great. Having to deal with their customer service is where the issues arise. They have never done what I have asked them to do. First, I called to cancel after a six month period, I called to cancel, they kept the service on and send me a bill for nearly $200 dollars. Second, they never let you cancel. They keep transferring you and placing you on hold to get frustrated and hang up thinking you would forget it. The final straw was when I went to cancel and I had a small balance. I told them to send me a bill. They confirmed on the phone and in email they would. The next day they take the money from my card on file and refused to give me a refund at first. Now I have to wait 3-5 business days for something that took them one to do. I will never use their service again.