Sirius XM Radio

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,

I have received no meaningful response from SiriusXM regarding my complaint that of the only two classical stations, one (channel 75) has been eliminated. The company's policy appears to be to isolate itself from contact other than to offer purely token customer service from outsourced call centers. Research shows is a history of appalling customer service among the lowest of all in customer service satisfaction. Sadly all of this and the recent fining of SiriusXM of $3.8 million for consumer fraud, is consistent here with my experience. My requested resolution is modest, merely that SiriusXM responds to my complaint in full and meaningful detail.

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])

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])

Be prepared to cancel your credit card in order to cancel your subscription with this company. They will NOT take no for a answer. They will continue to charge you. Then when you get fed up and cancel your card they start HARASSING you with phone calls!

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,

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: On 8/**/15, I Was offered a package for Sirius XM service that included "select" package, and travel and traffic link. I was quoted a 1 year price of $114.76. I never got the travel and traffic link. So I contacted customer services, and they said they had no record of the offer that included the travel and traffic services. I was billed the $114.76, which was 15.76 higher than the select service offer I had received in the mail. I paid $114.76 for the select and the additional travel and traffic. They offered me a one month courtesy traffic and travel, but refused to honor the original agreement. So in essence, I paid additional money for the services I never received, and they refuse to honor the original agreement.Desired Settlement: I wish to get the sattelite radio services I was told I was being charged for.

Business

Response:

September **, 2015

[redacted]Re: Revdex.com Complaint [redacted], [redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted] behalf. We regret that her experience led to a complaint with your agency. After review, it was found that [redacted] complaint regarding her subscription purchase resulted from a misunderstanding concerning the Select annual subscription she was offered, at a promotional rate.A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication regarding the Select subscription she was offered at the promotional rate. We explained to her that the promotion she accepted was for Select audio services only and the Traffic/Travel services are a separate purchase. As a gesture of good will, we provided [redacted] with an annual subscription for Travel and Traffic at no additional cost. We explained to her that on September **, 2016, her audio and data services will renew at our then current price and an invoice will be sent. 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.To: Cary H. S[redacted]Attention: Customer Care[redacted]

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

Review: I discovered my credit card has been charged since 2013. These charges where auto renewed. The only problem is that I specifically asked the agent not to extend the promotion and not to charge me further. The agent asked for a credit card to apply a refund and used these to extend the promotion.Desired Settlement: Refund all non authorized charges since 2013.

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint regarding being charged for a subscription on a vehicle she no longer owns resulted from the automatic renewal of his subscription following his purchase of a promotional offer. Per the terms and conditions in the Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. We were unable to locate any request for cancellation prior to July 2015. On January **, 2013, [redacted] contacted SiriusXM to cancel his subscription and accepted a promotional rate subscription offer in lieu of canceling. His credit card was charged $36.60. On March **, 2013, [redacted] contacted us stating he was not receiving service. At that time a refresh signal was sent and a service credit of $10.98 was provided for future service. On July **, 2013, his subscription automatically renewed at full rate and the credit card on file was charged $86.83. The subscription continued to automatically renew on a semiannual term thereafter, charging the credit card on file. On July **, 2015, [redacted] contacted us to cancel his subscription and the subscription was cancelled and a refund of $98.55 for unused time was issued.A member of our Corporate Customer Relations team reached out to [redacted] to discuss his complaint. We explained that subscriptions automatically renew until the customer calls us to cancel and we were unable to locate any record of a cancellation request prior to July 2015. As a courtesy, we offered him six months of service at no cost; which he declined stating he wants a full refund of all charges. We advised him that since we show no prior request to cancel service no further refunds will be issued. [redacted] stated he understood, but feels he should take this higher for further guidance.SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]

[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option *)

Review: I have been receiving multiple sales calls per week over the past several months despite having asked them to stop calling me and remove me from the list. My phone number is registered with the national "do not call" list. Each time I ask them not to call me, they tell me, "Sure no problem. It will take up to 10 days to remove you from our list.". It has been over 3 months and they continue to harass me.Desired Settlement: Stop harassing me and obey the law.

Business

Response:

March **, 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to phone calls he has been receiving several times a week. He stated he is on the National Do Not Call list and each time he informs the agent to remove him from our calling list he is informed it will take up to 10 days but the calls do not stop.

We would like to apologize to [redacted] for all the frustration this issue has caused. Upon reviewing his account there were no notes requesting Do Not Contact so the contact preferences were never updated. We have updated these contact preferences and would like to inform him this process does take 7-10 business days to be completed. The contact preferences were updated on March **, 2014. Currently there is an active three month free trial on [redacted]’s account and this subscription will close on May **, 2014. Since there is no further action to be taken we have closed this complaint as resolved.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. 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.

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.

Review: Call to today on **Jul15 to participate in offer provided in mail. Found out that I had been getting charged the last 2 years after cancelling

I received a renewal offer in the mail for SiriusXM for 5 months for $20. 1st call, female associates reestablishes account. She asks for radio id #, I can't find because radio only displays channel #[redacted]. She asks for VIN#, I provided and I gave her my CC#, she stated to explain what the charges will be after the 5th month and the call was dropped. 2nd call, called again, I explained to a new female associate why I called, she verifies account info, asks me to verify radio id #, still can't change station from #[redacted], I provided VIN #, she establishes radio connection and explains the charges and states that I am eligible for 12 months @ $99. Call was disconnected. 3rd call, I explain to Bill I keep getting disconnected ever time we discuss cost. He asks me to verify account, I do, he mentions that I already paid my account on *Jul15. I stated to him that this is the first time I have called in 2 yrs. He stated that I already have an active account. I stated that I do not have an active account and that if I do it is from one of the earlier calls. He stated that the account have been active and that I was charged $107.65 on *Jul15 for 6 months of service. He reviewed the account and repeated to me that he sees where I cancelled service on **Ju13. But went on to say that the account shows active and that I had been charged every 6 months since Jul2013. He stated that he needed to elevate the call to "Resolution", however, he could remove the charge from *Jul15. A few minutes later, that is when John got on the phone. John could not help me as he stated that I accepted an offer in Jul2013 and that I why I was being charged. I stated to him, why would I call today to renew service if I already had service. That just does not make any since. He stated that a supervisor would have to call me in 3-5 days to resolve. I stated to him that if he was not empowered to assist me with a resolution that I should be afforded the opportunity to talk to a supervisor today. I was placed on hold for about 12 min. Patrick, a supervisor, gets on the call and I explain all of the previous call and conversations with Bill and John. He stated that this call would need to be elevated to "Resolution". I explained that I thought that is why he was on the phone. He stated that they needed to review the account and it would be 10-14 days before some one calls me. I asked if he could see if data has ever been received to my radio. He stated that he could not tell, I stated that I find that hard to believe with the technology that is available today. I explained that in the past 2 yrs, I have never received SiriusXM radio. I explained that I never received a billing statement, invoice or anything informing what I owe or what was charged to me. I explained that I thought I was calling to reestablish service. Now I do not think that I will ever do business with SiriusXM ever again. Patrick mentioned that he would remove the recent charge of $107.65, however, the other charges will have to be reviewed and elevated.Desired Settlement: I am looking for a full refund for charges made to my CC#, plus interest, over the past 2 years that I had been charges for services that I never received.

Business

Response:

July **, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint [redacted], [redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint regarding credit card charges resulted from the automatic renewal of his subscription per the terms and conditions in the Customer Agreement combined with his credit card information being left on file in error. On July **, 2013, [redacted] requested cancellation of his subscriptions, however, in lieu of cancelling, he purchased a six month subscription at a promotional rate and he made a one-time credit card payment for $31.62. Due to agent error, his credit card information was left on file. On January **, 2014, his subscription automatically renewed at full rate and the credit card on file was charged $97.44. The subscription continued to automatically renew thereafter, charging the credit card on file. On July **, 2015, [redacted] contacted us to cancel his subscription and the subscription was cancelled immediately. A refund of $107.56 was issued on July **, 2015 for the most recent charge that occurred on July *, 2015. A member of our Corporate Customer Relations team reached out to [redacted] to discuss his concerns. We apologized for the error and confirmed that [redacted] had received the refund we had requested. In addition, a refund in the amount of $340.76 was requested. This amount reflects the total of the automatic renewal charges. The average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted] Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Review: Sirius send an email stating there were changes to my account either: Username/Password, Contact Information, Payment Information or Security Questions. I did not make any changes to my account. Their option, if I did not make the changes, was to call Listener Care or "Chat Now".

Since the wait times are so long and the representatives are hard to understand being from [redacted], [redacted] or places other than the US I opted for the chat.

[redacted] from [redacted] couldn't answer my question as to why I am receiving an email stating changes were made to my account. She stated no changes were made and that the email was sent due to my previous call. When I asked then why an email wasn't sent stating the reason for the email was confirming our last phone conversation she couldn't answer.

I asked repeatedly why I was receiving and email saying changes were made to my account when I did not make any. She just said it was for my phone call and could not explain further.

I am afraid someone could be in my account other than me, but she would provide no explanation and stopped the chat in the middle of our conversation.Desired Settlement: Sirius has a serious problem with their customer service and if customers can't contact them and resolve issues clearly and concisely how are we to proceed? We pay money for a service, have questions, but can't get to US representative to solve them. They are not held to the same US standards and can hang up on phone calls, put customers on long holds and stop chats in the middle of conversations.

This business practice is dangerous for us consumers.

The worst so far I've ever encountered.

Business

Response:

December **, 2014 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint ID [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an email he received informing of changes made to his account. He stated that he made no changes so when he contacted Listener Care he was informed it was in regards to a phone call. He stated that he is afraid someone is accessing his account as he never made any changes. A [redacted] of our [redacted] reached out to [redacted] and advised him upon review of the account we discovered that one of the emails in question was to confirm a change in account information, which appears to have been a correction to [redacted]'s email address. Our email records indicate a previous email had been sent to an invalid address, and his address had been updated to reflect the correct information. The other email was a confirmation that his radio was being deactivated and he was receiving a refund, which he had not requested. It appears that the deactivation was scheduled at the same time his radio was activated on his paid subscription, and it appears that this may have been a misunderstanding about [redacted]'s intentions. We also reactivated [redacted]'s radio with one year of free service, and we set the radio to deactivate on December **, 2015, as per his request. 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.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,

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 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!

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,

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 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,

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.

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!!!