Sirius XM Radio

Review: I was offer a special deal for three months (November **,2014) at a fixed price. I told the fast talking salesperson over the phone I would not agree to have it automatically deducted after the special deal was over. My service was turned off (March **/**, 2015) after that special deal ended. That lets me know that the salesperson honored my wishes. A few weeks later, I checked my bank account (April **, 2015) only to fine that Sirius XM deducted $51.22 from my account without authorization and Sirius only want to credit me $49.54.Desired Settlement: Delete my credit card information, after I get my refund.

Business

Response:

April **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to an automatic renewal that she did not agree too as her service stopped working on March **, 2015. She stated she did not want the service to renew at the full rate once the promotional rate was over so she thought the agent set an end date. [redacted] is requesting a full refund as she did not want the $51.22 taken from her account. A member of our Corporate Customer Relations team reached out to [redacted] and we advised her that an end date was never set as on the account. When the subscription came to an end the service automatically renewed per the Terms and Conditions. We apologized for all the frustration this issue caused and we advised her that a refund for the $51.22 will issued back to the card that was charged. Once the refund is issued we will be removing the card from the account as per [redacted]’ request. Currently there are no activate subscriptions on the account and we addressed all concerns with [redacted]. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’ concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Consumer

Response:

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

Sincerely,

Review: 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

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: When I paid for my subscription to this radio two years ago they saved my CC info and charged the card again one year later while I was out of the US for seven months! not intending to renew. I didn't catch it at the time - May 2013. The charge is about $198 for a year. They charged my CC again this year in May without contacting me to see whether I wished to renew a subscription. They saved the same CC info for more than two years and charged the entire amount without communication or authorization. The refunded the $198 from this year but refused to refund the previous unauthorized amount.Desired Settlement: Additional refund from the unauthorized charge made in 2013

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 in regards to the charges associated with the automatic renewal of his annual subscription as per the Terms and Conditions. Subscriptions continue to renew until the subscriber calls us to cancel.

On May **, 2012, [redacted] purchased a promotional annual subscription and paid for the service via credit card. The subscription renewed on May **, 2013 charging the credit card on file $191.86 for the renewal. As we received no call to cancel, the subscription renewed again on May **, 2014 charging the credit card $198.49. [redacted] called us to cancel his subscriptions on June **, 2014 and he was issued a refund of $198.49 for the May **, 2014 charge.

A member of the Corporate Customer Relations team reached out to [redacted] to further discuss his issue. We received a response from [redacted] via email informing us that he will be out of the country until August **, 2014. We advised [redacted] that we remain interested in resolving his complaint and we provided our contact information so he can contact us upon his return back to the United States.

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,

Review: I have three SiriusXM subscriptions that were prepaid for one-year starting April 2015, and I subscribe so that I can listen to only the Jay Thomas Show. I prepaid for the subscriptions under the knowledge that I would be capable of listening to that show for three hours a day.

1) On August *, 2015 they knowingly moved that show to a channel that certain radios can not receive (my car included). This was not communicated to the customer base, and due to language issues customer service was unable to answer my questions. As a result I worked the problem for several months, and payed subscriptions fees.

2) On January *, 2016 they cut the Jay Thomas Show down to two hours from three.Desired Settlement: 1) Receive a refund on one subscription from August *, 2015 to now.

2) Receive a refund on the other two subscriptions from January *, 2016 to now.

3) Cancel two of my three subscriptions.

4) Move my Internet streaming account to the remaining subscription.

Business

Response:

March **, 2016 *

[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 reviewing [redacted] account, it was found that his complaint is in regards to the channel change involving the Jay Thomas Show. Programming changes are covered in the terms of our Customer Agreement. A member of our Corporate Solutions team spoke with [redacted] and explained to him per the terms in our Customer Agreement, SiriusXM service consists of a variety of music, sports, news and entertainment programming. We reserve the right to change, rearrange, add or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to you. Your continued use of the service following any programming change will constitute your acceptance of such changes. We further explained that due to the bandwidth of older radios, certain channels are not accessible. At [redacted] request, we deactivated his subscription on radio ID 1801 and 9376; which left a credit of $27.28 for unused service. As a gesture of good will, we provided an additional credit of $95.00 and issued a refund of $122.28. A future deactivation date was set on radio ID 8030 for April **, 2016 to prevent auto renewal of this subscription. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

Review: In 2013 I recieved a advertisment from Sirus for 6 months for $24.95 I was under the thebelief that this charge was a one time charge , and after 6 months that my order would be renewed automatically, I never signed a contract or was told other wise.After the six months I left for my home in India and my business manger took care of my bills I left for nine months .Upon returning I got another advertisng flyer and once again I thought I was paying 24.95 for a six month contract so I renewed to my surprise I have been billed $60 every three months since I took out Sirus in 2013 and has only recieved 20 channels for 3 years when I called today because my wife asked about the sirus charge I was shocked by what Sirus was charging me.I called costumier service to complain and all I got was this was there policy,that after 6 months you pay every 3 months they also had me on automatic billing with a credit card that was stolen and some how they manipulated american express without the proper authorization for a credit card I reported stolen. I believe this is a case of false business practices and fraud by Sirus teller marketing department This is theft of a credit card to steal from me and american express says they can only go back 3 months ,I have spent over $750 until now when I realized what was going onDesired Settlement: refund of $500 or a credit applied to my account

Business

Response:

[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 regarding charges on his credit card resulted from the automatic renewal of his promotional rate subscription to standard rates. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. On July **, 2013, [redacted] contacted SiriusXM to request cancellation of the radio with the ID ending in [redacted]. In lieu of cancellation, he purchased a 5 month promotional rate subscription and payment was made via credit card. On December **, 2013, the subscription automatically renewed to a quarterly term at standard rates and the credit card on file was charged. Since that time, the subscription continued to automatically renew, quarterly, and charge the credit card on file. On April *, 2016, [redacted] called us requesting to cancel the subscription. In lieu of cancelation, he accepted another 5 month promotional rate subscription and was issued a refund of $3.12 for unused service from the last $56.37 payment received on February **, 2016. At that time, [redacted] requested a refund for the previous years from December 2013 to February 2016 as well; however, his request was denied as there was no prior request for cancellation. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We spoke with his wife and advised her, subscriptions automatically renew until the customer calls us to cancel.[redacted] stated that they contacted their credit card company and they have disputed 3 of the payments taken. As a gesture of good will, we offered to provide a refund for the most recent charge of $56.37 and provide them with an annual subscription at no cost; which was accepted. [redacted] was advised that the subscription is set to automatically renew on April *, 2017, their credit card was removed from our files and they will receive an invoice upon renewal. Should they have any further questions or concerns, we ask that they contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

Since signing with XM my e-mail has been flooded with obnoxious 3rd party adds. Attempted to resolve through XM Customer Service. Adds continued so I cancelled the service. Now the obnoxious adds have more than doubled.

Sirius XM will not allow you to cancel your account. When you call they are very friendly until you tell them you're calling to cancel your account. They promptly put you on hold and/or hang up on you.

When you subscribe to Sirius Radio, they don't give you an option to subscribe for only one year. They automatically deduct a second year ($390 in my case) from your checking account. When/if you try to get them to refund the money - GOOD LUCK! They keep you on the phone and make you listen to dozens of offers. In the end they agree to "credit" and in fast talk they bark "your Sirius account for $380! No mater haw many times you say "NO!!" and "REFUND MY MONEY!!!", they keep trying to catch you off guard and agree to one of their "offers" by mistake. I did get my money back but since then they have been calling every day! DO NOT SUBSCRIBE TO SIRIUS RADIO!!!

SiriusXm continued to charge me after ending my service. I have asked not to be contacted after resolving that issue and yet they call daily.

I have had several terrible experiences with SiriusXm. The last one occurred when I phone one month in advance - according to their fine print - to cancel my service. They agreed to do so, but said they could not send me an email to verify the cancellation request.

The service expired as agree, but one month later a charge for $38 appeared on our [redacted]. When I phoned for an explanation I was told after some delay that this charge was due to my "early cancellation!"

When I "reacted" to this ridiculous excuse, I was put on hold. When the associate returned to the line I was informed that the charge was in error and I would be refunded. How many others have unknowingly had Sirius sneak into their accounts after terminating their service? I will never give that company my financial information again!

On February [redacted] I cancelled by subscription to Sirius Radio. I was told that I had a balance of $10.24. I asked that they send me a bill. I a call from Sirius Radio on 2/**/2016 stating that I owed a Balance of $10.24. I explained that I was waiting for the invoice and that the bill would be paid as soon as I received the bill. On February [redacted] in the PM I received a call and told them the same thing. On February [redacted] I received a call in the AM, I explained that I just received the invoice and have sent payment in the form of a check to them for $10.24. Another call from Sirius Radio was received in the PM. How do you stop these people. A period of less that a week has gone by since the phone call and payment was sent. How does one make this madness stop.

I recently decided to cancel my service with Sirius XM Radio. The service came free for the first year I owned the car. So I never really ever signed up I just continued it for a couple of quarters after the free period. Their customer service people made it VERY difficult to do so. It took three calls to resolve the issue. They kept trying to make me maintain the service even though I made it VERY clear I had already made my mind up. I told them their signal in my local area faded constantly and I just stopped using it as a result.
The final insult was the way they bill. I never agreed at auto-renew the account. However, on their quarterly invoices they say you must call to cancel or you will be responsible of the bill. They also sent the quarterly bills on the date the next renewal period starts. Even though I cancelled the day I received the bill in the mail I had to make a separate call to dispute the $5.42 charge they said I owed as the renewal had already started. The whole experience was over reaching and totally ridiculous. Sirius should make it as painless to cancel their service as it is to initiate it.

I bought a new Nissan Sentra which included SiriusXM radio. I didn't care for it, but it came with the car. When the trial ran out, I didn't care for it and did not seek a contract. SiriusXM, nonetheless, has continued to call me at my home albeit I have informed them that I do not want their service. They call me at different times and I am tired of it. No means No. I don't want them calling me. This kind of sales tactic of harassing a person until they buy from you is unethical. They should be fined for this behavior.

Review: I purchased a new vehicle that came wity 6 months free Sirius XM radio service , at the end of the service I was called to see if I would extend my service. I tild the rep that I might be interested if the rates were good. I was given a rate and I told them it was more than I was willing to pay, he then gave me a lower rate and I agreed. I later received another bill with a higher fee, I called them and told the rep that this was not the agreed upon price. He told me that that was the price so I told him I would mail a check for the difference, which I did and that he should cancel the service. I have continued to get bills that come two at a time and have not had the service for months. I have called them at least three more times and have been told that they will clear the bill but I continue to receive them.Desired Settlement: I want this company to clear this bill and never contact me again.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states that she purchased a new vehicle that came with a pre paid 6-month subscription and when this service was over he was offered a promotional deal. He stated that when he received the invoice the balance due was for a higher amount so he sent in a check and requested Cancellation for future renewals. He stated that he continues to be contacted regarding a balance due so he would like the past due balance removed from the account. After reviewing the account we reached out to [redacted] via email and we found that the service was up for renewal and this was the reason for the new invoices being sent. As the customer did not speak with the Cancellation Department the account had continued as part of the Terms and Conditions.

As a gesture of good will, we have cleared the past due balance on the account and we have closed the service as requested. The customer had also requested that all contact stop so we have updated the contact preferences and we would like to inform them that this process can take 7-10 business days. 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

###-###-#### [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: Forgot to pay the bill in time for the SiriusXM in my Mercedes Benz and they blacklisted my radio to a point that not even they can restore it. Mercedes Benz of America wants to charge me anything from $650 to $1600 to restore-replace my unit in my car. All they say is sorry. No resolution from their part whatsoever.Desired Settlement: All I want is for my Mercedes Benz Satellite receiver to be restored the way it was before they blacklisted my radio so I can get a subscription.

Review: I was trying to negotiate better plan with Sirius XM representative, however, representative was not able to accomplish that because did not even asked about my needs to find out what plan would be more suitable for me. After representative told me that they will not be able to do anything I asked to cancel my contract, representative cancelled contract and after it was cancelled disclosed additional charges that I have to pay. When I tried dispute the charges representative told me that nothing can be done because cancellation already processed. Customer Service representative did not provided information on charges before cancellation and company over-bill customers if customer wanted to cancel subscription. Also company charges extra $2 for each invoice generated. (very good printing business)Desired Settlement: I would like Sirius XM issue a full credit on the account balance.

Consumer

Response:

I have discussed this issue with [redacted] at SiriusXM Corporate Customer Relations in reference to complaint ID [redacted], [redacted] resolved this issue by issuing a credit for the amount disputed bringing the balance on the account to zero. I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been a subscriber for about 13 years with 1 or more radios. I decided to cancel my subscription. I contacted them last month to cancel out our 2 radios. They, of course, tried to sell me, but I said no, I am cancelling. Then they said well, we will give you a free month. Well today, they want $23.02. I got a call from stating they wanted their money because I was on automatic payment and since I did not call to cancel, this is what I owe. I heatedly discussed this situation with them today and they said they would cancel. However, I get a bill in my e-mail. I feel this is very deceptive practices. I know it is not much money, but it is the principle of the matter. Poor customer service, hard to understand language and billing for no reason.Desired Settlement: Desired outcome is to remove the $23.02 from my account.

Business

Response:

April **, 2014

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 the auto renewal of service after accepting a month’s free service.

We spoke with [redacted] and explained to her that when she accepted the free month of service for both devices on her account, this service would continue to renew on a monthly basis. On April **, 2014, the monthly subscription renewed and an invoice was sent for $27.96. When she called on April **, 2014 to cancel service, there was a remaining balance of $6.86 for used time. We informed her that we have credited her account to reflect a $0 balance. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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: On May **, 2014, I renewed my subscription with Sirius. I informed the customer service rep that I would be purchasing a new vehicle soon and inquired about their refund policy, as the new car I would be getting would come equipped with a one year free trial of Sirius. I was told this would be no issue, and that I would be refunded immediately. The next day, May **, I purchased a new vehicle and the same day called Sirius about my refund. I was told a check would be mailed to me. Two weeks later, I called to check on the status of my refund and was told the check was processed May **, 2014 and that I should be receiving it within the next few weeks. I was told to “stay patient” and that it would arrive soon. Two weeks later, approximately June *, I called once again, as I had still not received this check. I was again told to stay patient and that it would be in soon. I asked where the check was coming from and was told Kentucky. I informed the rep that it does not take several weeks for mail to travel from Kentucky to my home. I was asked to once again stay patient and that it would be coming soon. This became a weekly occurrence until June **, when I called and requested the check be cancelled and that a refund be issued to my credit card. I was told this would be no problem and that the billing group would be contacting me to confirm my refund. I received no phone call. On July [redacted] I called once again to ask what was happening with my refund. I was placed on hold for approximately 10 minutes and then told that my request was completed and I should be receiving my refund any day. Once again I was told that someone would be calling me to confirm my refund. Again, I received no call and have still not been refunded. Today, July [redacted] I called once again and was placed on hold for about 20 minutes while the supervisor on duty checked on my refund. When he came back on the line, he informed me that it would be about 7-10 business days until I see my refund. It has now been two months since my initial refund request, and I have completely lost confidence that it will be processed. This seems to be the only avenue left, as Sirius refuses to make a simple refund that I was promised would contain no complications.Desired Settlement: Refund of my purchase amount

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 relates to check number [redacted] that was issued on May **, 2014, but not received.

A member of the Corporate Customer Relations team spoke with [redacted] and explained to him that we have issued his refund check on May **, 2014, but upon checking with our Finance Department, we are showing the check as outstanding. We have voided check number [redacted] and [redacted] provided us with his credit card number so we could issue the refund via his card. We informed [redacted] that the average turnaround time for refunds issued back to credit card is 5-10 business days. 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.

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I had first contacted customer service with SiriusXM December [redacted] 2013 by email regarding a concern that I had with my service. I was contacted by customer service at the time but only to be told that the matter may not be resolved saying that it would only be forwarded to a "different department". Since then I have forwarded my concern to different representatives but with the same outcome and answer. So as of a few weeks ago with hopes to send my concern to someone higher up, I contacted the [redacted] ([redacted]) of the company by phone ###-###-####, I have left 3 voicemails for him to contact me back. In the voicemails, I provided my contact information, what the issue was and mainly why I had decided to contact him. Not once has [redacted] contacted me or left any responses. It's ridiculous that a paying customer is treated this way when I'm only trying to present a concern that needs to be looked into for almost a years time and have only gotten the run around, and now that I'm trying to bring this to the attention to someone in the corporate ladder with the company, I'm getting no response. I do have a youtube video of the issue ([redacted]) that I have now posted online for many other customers or possible future customers to see just how this company treats their customers.Desired Settlement: I want [redacted] to contact me with an apology by a phone voicemail (so I can share this with a resolution to my online youtube videos) explaining why I was never contacted and why this issue I presented as of December 2013 is still continuing. My subscription is over at the end of August and I should be refunded for my prior subscription for all the non-sense and complications that I've had to go through just to get a response.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a problem he has been experiencing since December 2013. He stated that he has spoke with several departments and even contacted the Corporate Office and has still not been given a resolution. He stated that he wants an apology for the way this issue was handled and he wants his issue addressed.

A member of our Corporate Customer Relations Team reached out to [redacted] and answered his questions regarding our on-air personalities and programming selections. We advised him that our DJ’s will promote other channels to inform our customers of other channels that are available with their subscription. We apologized that it took so long to have his concerns addressed and we informed him that we appreciate his feedback. We provided [redacted] with our contact information 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.

SIRIUSXM 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.

I have been contacted by corporate by SiriusXM regarding my concern in which I'm hoping this can bring some resolvement for once and all. If not, I will reopen a new case with the Revdex.com and continue support from other customers who have the same complaints in which I'm positive they'll agree with me. For the time being, I will close this case unless my concern isn't met or resolved.

Sincerely,