Sirius XM Radio

Review: Around my March **, 2016 I made a payment by phone for $282.00 by credit card for the 2 radios that I have on my account with SirusXM radio. After making that payment I called my wife to in let her know, but she informed that she had already sent a payment using a [redacted] money order in the amount of $136.54 to [redacted] office. I then called SirusXm back to inform them and they told me once they received the money order that they will send me the money back. I wait two weeks and checked the tracking number on the money order. The money order was cashed on March **, 2016.

I then called SirumXm customer service back and they told me that they had no recorded of receiving the $136.54 and that I will need to fax a copy of the money order. I called [redacted] customer and they told me that it will cost me $24.00 to get a copy of the cashed money order.

I then called SirusXM back to see if they have received the money order yet and informed them that a copy of the money order will cost me $24.00. They told me that I will get the $24.00 back and also and gave me the step to fax them the copy of the money order.

I fax them everything as instructed including the receipts from the cost of the [redacted] money order. I called them the next day and they told me the it will take 4 days to upload into the system. I waited the 4 days and called them back and they told me that they have not received it and the I will need to refax it. I did it again and waited the 4 days and they told me the same things. I refaxed them 3 additional time called them over 15 times and the kept telling that they still have not receive my fax. The last time that I faxed them was on May **, 2016. I received a check in the mail yesterday May ** 2016 for $136.64 but not the additional $24.00 for the cost of the copy of money order. I called the back yesterday and they told me that they still did not received a fax from me and that I need to refax them again. I requested that

Trough this almost 2 month process of trying to get my refund I talked to many customer service reps. The most helpful was a lady name Miriam M[redacted]. I was told the my case worker was Brain C[redacted], but he never contacted me.Desired Settlement: I will like to get the $24.00 back for the cost of the copy of the [redacted] money order and a supervisor to call me so that I can talked them him about order matters about the customer service reps that I did not include in this compliant.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint is in regards to the application of his payment and a $24.00 fee it cost to fax the documents requested for his payment; which was not posted at that time. A member of our Corporate Solutions Team spoke with [redacted] and reviewed his concerns with him. We received money order [redacted] on March **, 2016, however, there was no account number attached. The check was returned to [redacted]; which he received. We informed him that we will provide him with a refund of $24.00; which was issued on May **, 2016 via check [redacted]. 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.[redacted] Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

Consumer

Response:

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

Sincerely,

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.

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.

Review: My name is Ryan Cheplic. I recently got a mailer from Sirius XM for FREE 2 MONTH TRIALL. I activated it on 12/**/2015. It expired on 2/**/2016. I enjoyed my trial and was very pleased with the choices with the content on it.

On 2/**/2016 My father received a mailer for a FREE 3 MONTH TRIAL. My father had heard I liked it so much he wanted to try it for himself. But when I tried activating Sirius XM for my father they ran into an error.

When I asked what the error could possibly be, they said the Radio I.D. for our Jeep was the same under both My Father and my account. I asked if they could simply remove me from the Radio I.D. because I was not a paying customer at the time. I should have been removed as a customer since I did not return a payment by the due date. But I was told that to get the FREE membership for my father, that we would have to pay, then get the FREE TRIAL. Question- WHO PAYS WHEN IT SAYS FREE. There was no hidden statements anywhere on the paper. It say "[redacted]". But now they do. Probably because that's a total of 5 months there losing in money they could be collecting from my family. Well I'm not sorry that Sirius XM decided to mail me a FREE 2 MONTH TRIAL, and my father a FREE 3 MONTH TRIAL. I ran into the same problem back on 12/**/2015 when I tried activating for myself. Someone was registered under the same Radio I.D. and all they had to do was clear her info out. I fail to see why they cant do that with me since I never paid them and never sent in a form of payment by the due date, like I mentioned above. All my father wants is what he received in the mail. Not complying with what they sent out is a complete lack of service issues on Sirius XM 's part and failing the expectations of themselves and the customer who doesn't get what was promised.Desired Settlement: My father would like to start his FREE 3 MONTH TRIAL as so honored in the letter drafted by Sirius XM

Consumer

Response:

I spoke to Brian from Sirius XM and we resolved the complain that I had filed.

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 was out of the country when a contract came up for renewal. The company renewed my contract even though they were unable to contact me by email or mail. When I returned from the cruise I looked at the contract which was automatically renewed at the date of expiration. The renewal was at a contract rate 100% higher than the original contract and also FOR A PERIOD THAT WAS MUCH SHORTER. I called the company to cancel the renewal and the company wanted to charge me for the two weeks between the contracttrenewal and when I called at the higher renewal rate. I told them to cancel the contract. A few days later I noticed the service was not cancelled and called again. I ws told that since I didn't wai tfor a contract cancellation number the contract was not cancelled and while they did cancel it at that time, and give me the required number, the fee was now higher because of the additional days.Desired Settlement: I believe the automatic renewal without actual contact to the user should be improper. Sirius could have cut off the service the day it past the renwal date and so that no fees would be required. If I had been out of the country for a longer period I could have been rolling up additional charges until I returned. There isn't a facility I am aware of to shut off the service when travelling away from your radio device. Without that ability I believe this renewal system is actually a license to commit fraud upon a user.

Business

Response:

March *, 2016 [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 his complaint resulted from the automatic renewal of his subscription following his purchase of a promotional offer. Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rate in effect at the time of each renewal, until the subscriber calls us to cancel. On August **, 2014, [redacted] called us to cancel his annual subscription. In lieu of cancelation, he accepted an annual subscription at a promotional rate for the service period from August **, 2014 to August **, 2015. On August **, 2015, at the end of his promotional term, his annual subscription renewed at our then current rate. On August **, 2015, he called us to cancel his subscription and in lieu of cancelation, he accepted a 5 month promotional rate subscription. On January 23, 2016, this subscription renewed to a quarterly term and our then current rate. On February **, 2016, [redacted] called is to cancel his subscription, but it appears the call was disconnected prior to the agent completing his request, leaving the account active. On February **, 2016, at [redacted] request, we cancelled his subscription, leaving a balance of $16.88 for used service. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We reviewed the automatic renewal policy, confirmed his subscription was cancelled and informed him that we have credited his account to reflect a $0 balance. 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 ###-###-#### (option *)

Consumer

Response:

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

Sincerely,

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: 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 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: I WAS CONTACTED BY THIS COMPANY AND HAD BEEN ADVISED OF THE COST OF PRODUCT IN DECEMBER

TOLD THEM I WAST INTERESTED IN THIS SERVICE. TO SEND ME A BILL FOR THE MONTH OF DEC AND I WOULD PAY THIS BILL. RECEIVED A LETTER DATED DEC 29TH SHOWING THAT MY SERVICE HAS BEEN INTERRUPTED DUE TO UNPAID BALANCE ON ACCOUNT. I REVIEWED MY CREDIT CARD STATEMENT FOR THIS MONTH AND I HAV BEEN BILLED TWICE FOR SERVICE. ONCE FOR DEC AND THEN FOR JAN THROUGHT JUNE. I DID NOT AUTHORIZE THIS BILLING. I HAVE CONTACTED YOUR COMPANY 1/**/16 AT 5:30 PM AND TALKED TO A REP TO ADV I WANTED A REFUND FOR SERVICES. THEY HAVE TRIED TO TELL ME I STILL HAVE SERVICES AND I DO NOT. THIS REP TRANSFERRED ME TO ANOTHER REP THAT COULDNT LOCATE MY ACCOUNT NUMBER. ASKED FOR A SUPERVISOR AND WAS ON HOLD FOR 15 MINUTES AND NO ONE EVER CAME TO THE PHONE. I HAVE REACHED OUT TO THEM TODAY 1/**/16 AND I HAVE BEEN ON THE PHONE FOR OVER 30 MINUTES TRYING TO GET MY REFUND AND GET THIS ACCOUNT RESOVLED. AT THIS TIME I HAVE HAD NO LUCK. HAVE BEEN OFFERED A DISCOUNT AND PLACED ON HOLD. I DO NOT WANT THIS SERVICE NOR WILL I EVER ASK FOR YOUR SERVICE AGAIN. THE REPS ARE NOT VERY CUSTOMER FRIENDLY AND IT HAS TAKEN MORE TIME TO CANCEL. YOU SHOULD NOT BE ALLOWED TO BILL A PERSON FOR SERVICES AND NOT PROVIDE THEM. THIS LAST REP ASKED ME TO GO TO MY CAR AND CHECK. I WAS IN THE CAR YESTERDAY AND HAD NO SERVICE.

THIS IS A TERRIBLE COMPANY.Desired Settlement: I WANT MY REFUND AND THIS ACCOUNT TO BE CANCELLED.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted] account, it was found that her complaint regarding charges for the 2014 Hyundai Sonata resulted from the automatic renewal of her subscription. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. We were unable to locate any records of a cancellation request prior to January 2016. On December *, 2015, [redacted] 6-month subscription renewed, leaving a balance of $107.56. However, we were unable to charge her credit card at that time. On December **, 2015, the subscription went inactive for non-payment, leaving a balance of $15.86 for used service. A $5.00 late fee was added on January *, 2016, bringing the balance to $21.11. A credit card for $21.11 was received on January *, 2016, bringing the account current and her subscription was restored to active status, leaving a balance of $86.99 for the service period from January *, 2016 to June *, 2016 and a credit card payment was received for this amount. On January **, 2016, she contacted us requesting for cancelation of her subscription; which we processed immediately and issued a refund of $79.35 for unused service. A member of our Corporate Solutions Team reached out to [redacted] to discuss her concerns. We confirmed that her subscription was cancelled and informed her that as a gesture of good will, we will issue an additional refund for $10.00. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] 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 ###-###-#### (option 3)

Review: My husband and I have been [redacted]s of Sirius since 2011. We then purchased a second radio, and when he purchased the Dodge Ram in 2013, he wanted Sirius in this vehicle as well. The total is now 3. When we called the second radio in a few years ago, the [redacted] never informed me that we could receive a discount for having more than one. I did provide the person with our current account, so they did know that we had more than one account.

Fast forward to present day: When my husband decided that he wanted to continue with Sirius XM in the Dodge Ram, I planned on calling the company to see if there were discounts available to me; however, your [redacted] called me first.

The person that I spoke with was [redacted]. He was nice enough, and he recognized the fact that I did have other accounts (one that was paid monthly and the other that was paid quarterly) but could not provide me with any information other than what the Dodge Ram would cost me each year. He did provide me with another number that I could call.

I called this number and I talked to a very nice lady (unfortunately I did not write her name down). She was the one that informed me that I was eligible for a discount because I have more than one radio. However, she could only set me up for continued [redacted] on the [redacted]. She then transferred me to the billing department and I talked with [redacted].

[redacted] is now the third person that I have spoken with from your company and have not gotten anywhere but what seemed like the run-around. When I spoke with [redacted], he acknowledged that I would eligible for the discount and he would be happy to combine the entire accounts together (mind you – [redacted] was supposed to merge the 2 accounts yesterday when I spoke with him). At this point, I asked him if I could get a retro credit for the time span that I should have been receiving the discount. He quickly answered that it was not possible to do such a thing. At that point I realized that he was not at a level to make any decisions, so I asked to speak with his boss.

The final person that I spoke with was [redacted] (badge #[redacted]). I will admit that [redacted] was professional but he did speak to me in a condescending manner. During our 10-15 conversation they key takeaways from him were:

? [redacted] went above and beyond his job by letting me know of the discount that I am eligible for,

? It is my fault that I am not receiving the discount because I should have went online to see if there were any discounts available to me,

? It is my fault because I should have combined my accounts (even though when I spoke to the person who set up my second radio saw that I have a device already),

? The dealer should have called and had the radios combined because they knew I already had one (My response was that they would not have known, because they were not purchased at the same dealer, AND the first was in 2010 and the second was in 2013),

? I can’t receive a credit because a discount means ‘going forward’ and not going back. At that point I did inform him that I am educated individual and he was feed me garbage (actually I believe I said [redacted]),

? This discount was a promotion (that was the first time that I heard this one).

At this point I was completely fed up with what [redacted] had to say. My questions to him were very simple:

? Is it the practice of Sirius to basically screw over their [redacted]s by not providing them the best deal? [redacted]’s answer: it is not their job to let them know upfront of the discount

? Is it the practice of Sirius not to make good and right by providing a credit when they were in the wrong? [redacted]’s answer: they don’t give credits

? Is it the practice of Sirius to not properly train their [redacted] to help the [redacted] out when they have more than one radio? [redacted]’s response remained the same: Not their job!

I decided to end the conversation; however, I did let him know that my plan was to file a complaint to the [redacted]Desired Settlement: a credit to my account and some type of written statement from them admitting wrong doing on their part

Business

Response:

[redacted]

Re: **Complaint ID[redacted], [redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that her recent experience led to a complaint with your agency. After reviewing her account, it was found that the complaint is in regards to receiving a multi receiver rate as she had more than one radio [redacted] active since 2011.

A member of our [redacted] team spoke with [redacted] and explained to her that once we were able to consolidate accounts it was on an honor basis and not an offer basis. We explained that it was the responsibility of the [redacted] to request a consolidation of account it they currently had separate accounts. Upon further review of her account, we saw that the second radio on her account was ordered through our online store; which should have been processed through her existing account. However this was not completed at that time. The second radio was ordered on October **, 2012 and at that time she was on a promotion for radio [redacted], 2013. Once this promotion ended, the multi receiver rate would have taken effect, as one radio needs to be on a regular price subscription. [redacted] was charged a total of $214.14, when the multi receiver rate would have been $145.60. We placed a [redacted] credit of $68.54 on her account for future renewal. [redacted] currently has three radios active on the same account, so going onward; she will receive the multi receiver rate. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

SiriusXM values each [redacted] 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.

Review: My credit card was compromised and I was issued another card not listed on Sirius XM. Sirius XM tried to put a charge on my expired card but it was denied. I called Sirius XM and told them I wanted to discontinue my service. The customer rep refused unless I gave them my new credit card number. I asked them for any balance on my account (previous to cancellation) and they refused to give it to me without giving my new credit card number. They ended the conversation.

About a week or so later, I noticed on my credit card statement that Sirius XM had charged two items on my NEW credit card number -- one that I never gave them. They have obtained the credit card number illegally and have made unauthorized charges on it.

I believe it should be illegal to refuse to cancel a service when requested. I offered to send them any money I may have owed them, but would not give them my new credit card number because of so many complaints on unauthorized charges.

It is illegal to obtain a credit card number and make charges without any authorization. This process infuriates and scares me.Desired Settlement: I would like an apology from the company, know how they illegally obtained my new credit card number, discontinuation of their service, and refund of charges they made on my new credit card.

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.Sirius XM customer service called me and gave me an apology for not allowing me to cancel my service. They cancelled it and refunded the money they had t taken from my credit card. It appears they obtained my new credit card number from [redacted], and that is not an illegal action (can you believe that!) for them to do so.

Sincerely,

I received a free 1 year trial with the purchase on a new Chrysler on Jan. [redacted] 2016. Since then I have received 3 phone calls saying that I have an outstanding balance and if not paid they will terminate the service. I have spoken to them each time they call and am being told that there is no balance and they will stop the calls. Today I got another call saying I have an outstanding balance, I asked them to terminate the service as it is not worth the problems. They say that they can't since it is a trial service.

Review: I as the consumer entered into a verbal contract with XM Satellite Radio over the phone in 2005. I was informed that it was for w two year period and it would be automatically renewed unless I called to cancel. I paid for the renewal in 2007 which provided service for another 2 years until 2009. When I received the billing on my credit card in 2009, I called and requested to cancel the contract so I would no longer receive service. I was informed that it would be credited and the service cancelled. Four years later in September of 2013 I received a charge of $500.29 on the same credit card that I haven't used in years. I immediately notified the credit card company and XM Sirius that this was an invalid charge for a contract I cancelled in 2009. XM Sirius informed me that service was suspended after 2011 and I was receiving service under the credit balance on my account. I haven't owned a satellite radio in the past 4 years and did not authorize any additional charges to my credit card for services I cancelled. Legal counsel has advised me that standard contract practices are that any contract beyond a 1 year period should be in writing. This is all based on a verbal phone conversation for both the creation & cancellation of the contract. XM Sirius has informed me they will not provide me a copy or transcript of the contract unless I file a court case against them. They have also refused to confirm anything I have discussed with them, including my cancellation & dispute, in writing by e-mail or US mail. Contract law in my state of California also require that the business notify the customer in writing in advance of any automatic renewal billings which was also not done in this case.Desired Settlement: I want all charges made to my GE Capital credit card since 2009 reversed and a written letter from XM Sirius that confirms my contract cancellation as of 2009.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that the complaint is in regards to being charged $500.29 in September 2013 for service that was canceled in 2009.

A member of the Corporate Customer Relations team spoke with [redacted] and explained the account had been accruing a balance between November **, 2010 and October **, 2013 for radio [redacted] that was not actually billed to the customer until September **, 2013. We explained on September **, 2013 the credit card was updated by the updater. Through partnerships with Visa and MasterCard as well as participating US Banking Institutions, when replacement credit cards are issued, our payment vendor will automatically forward new charges from the expired card to the customer's new credit card to ensure that they do not miss any payments that have already been approved, including (but not limited to) SIRIUS or XM recurring payments. We apologized for any inconvenience this may have caused and advised him that we are issuing the refund of $500.29 via check as the card is no longer active. Please be advised it takes 10 to 14 business days for refund checks to be issued to invoice subscribers. 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.

Review: When I bought my new car, it came with a trial subscription to Sirius XM. I did not ask for this. Now I have to call the company to cancel. I cannot cancel through the website or chat - I have to cancel through a phone call. I do not want to call. I find it absurd that I have to call someone during specified hours to cancel something I did not ask for in the first place.Desired Settlement: Cancel the service.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’ behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted]’ account, it was found that her complaint is in regards to a trial subscription the dealership activated that she is requesting to have canceled.

A member of our Corporate Customer Relations team spoke with [redacted]’ and informed her that we have cancelled the trial subscription on her vehicle as she requeted. 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]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

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

It was rather amusing, though. Although I filed my complaint in frustration because I didn't want to waste time calling them and talking on the phone, they called me after the problem had been resolved, and I'm afraid I hung up on them. I really don't like talking to customer service people on the phone, having to repeat all my personal data that they have sitting in front of them, and listening to them mispronouncing my name and asking totally stupid questions.

Sincerely,

I signed up for Sirius when I got my new car because the stereo in the car came "Sirius Ready". After my first month I found that I listened to a mere 3 channels, so I opted to cancel my subscription. Upon making the first cancelation attempt, I was offered service for $5.00 per month, having to pay only the first 5 months up front. That price was acceptable to me and I could live with it for $5.00 a month.
After the first 5 months though Sirius increased the price to triple the cost. Not expecting this price increase and with it being the holiday season, there wasn't enough of a credit line left on my card so payment was declined. I had no idea this had happened because I received no email or notification in the mail. Instead, after 30 days I received a call from them for updated credit card info. When I was informed of the amount of the continued subscription, I declined and instructed the representative to cancel my subscription, specifically telling him NOT TO CHARGE MY CARD.
Now here I am, 2 months later, paying down my credit lines after the holidays and I notice a $71.00 charge to a card I just paid down. I contact my credit union and inquire about the charges because I hadn't authorized any charges. They see the charges as an unknown merchant and seem to think they are for an online order for a table. I flag the charges as fraudulent and go through the process to secure my account. After all is said and done, it is revealed that the charges are actually for a Sirius XM subscription, but my card was still changed by this point.
Having not authorized Sirius to charge my account, I immediately contacted them to demand a refund. Customer service representative number 1 couldn't help me so transferred me to rep number 2. Number 2 spent 30 minutes trying to sell me a new subscription, at one point even falsely claiming that I would still get my refund in full, even though his offer wasn't for free service. Not making any sense and not able to help me he transfers me to rep number 3, now 45 minutes into this call. Rep number 3 sees the amount I want refunded and understands that I don't want to continue service, notes it, but can't go any further because my credit card is now cancelled. So on to rep number 4, who was supposedly a supervisor. After verifying my info and the issue, I ask her how I am going to be refunded. Her response, "[redacted]". Click, she hangs up after her response.
After a few minutes, I called back and spoke to "Michael" from [redacted] {I assume}. "Michael" was kind enough to explain that the refund was noted but not processed for an unknown reason. "Michael" explained that he was issuing the refund by check and that it would take 10 business days to receive. "Michael" says that I will receive an email confirmation for the refund and kindly transfers me to his supervisor, who will hear my complaint. I explain to the supervisor how happy I was with "Michael" but complain about my overall experience, pointing out the unauthorized charges and all. The supervisor cares less and keeps saying "thank you" before dismissing me from the call.
At this point, I have not received any email confirmation of a pending refund or cancelled subscription. I can only hope "Michael" came through for me and processed it as he says he did. My guess though, after reading other reviews, is that not refund will be issued. Obviously I am contacting the NY AG to report Sirius for fraudulently charging my credit card and further for the horrendous experience getting my account cancelled and a refund issued.
Just an additional observation, my car comes equipped with Sirius XM and continually spits out adds for Sirius on the display. In order for me to get full function of my car stereo, in my $28K car, I have to pay out of pocket to a company who's business format I do not like or support. There is no alternative. Maybe its time that this sales technique be put to an end. If you equip new cars with devices for your service and you offer lifetime subscriptions, maybe you should be forced to charge a one time discounted fee as part of the original equipment price of the car for the car to have lifetime subscription to its serial number, rather than forcing me to be inconvenienced in such ways. Sirius XM after all has come up significantly short on its customer service end and proved incapable of operating in this current format without harassing customers or committing fraud.........

Review: on Sunday 10/*/2013 I called in response to a yellow envelope sent to me in the mail offering 6 month service for 24.99. After the order took place I checked my bank account and they had deducted 132.22 from my account. I of course called back and spoke with another person who had to speak with his supervisor. They apologized and offered me a full refund and a free 6 months of the service. LATER THAT EVENING ON 10/*/2013 I CHECKED MY BANK ACCOUNT AGAIN. I found yet another charge from my account of 102.70. there is also a still pending charge of 1.00 on my account and I could not get a clear explanation of what that is for when I called SiriusXM. On Monday 10/*/2013 I called Sirius XM and spoke with someone who's English was very poor and I ended up having to request a supervisor. He assured me that the charges would be cancelled out w/in 24 hours because they had ordered refunds on the 132.22 and 102.70 (I still got no explanation about the 1.00 pending charge. He told me 3 times in 24 hours the refunds would be issued and assured me no monies would be removed from my account. Well to the contrary When I checked my bank account today on 10/*/2013 the 132.22 and the 102.70 HAD BEEN CHARGED AND DEDUCTED FROM MY ACCOUNT TO SIRIUSXM. AND THE 1.00 CHARGE IS STILL PENDING. THAT IS A TOTASL OF $235.92 TAKEN FROM MY ACCOUNT FOR SOMETHING THAT WAS ADVERTISED AND PROMISED TO ME THROUGH THE MAIL AND ON THE PHONE FOR 24.99 (LPLUS SOME 5.00 ROYALTY FEE) FOR 6 MONTHS OF SERVICE BECUASE THEY WANTED ME AS A CUSTOMER AGAIN. I HAVE CALLED MY BANK AND FILED A FRAUD COMPLAINT AND I AM FILING THIS. I am a single mother with a child with disabilities who lives on a fixed income. because of this SiriusXM has caused me to bounce my mortgage and 2 other monthly bills. I was schemed and lied to and money was taken from my account 2 times in 1 hour that I did not authorize. when I left the initial call I was informed the total I would be charged was 32.00 and some change for the 6 month offer. this has caused a large inconvenience to me and my child. I also do not appreciate the rudeness and unprofessional way my call back to Sirius on 10/*/2013 was handled and the fact that I was lied to yet again. you need to do right by people not scam them.Desired Settlement: Refund Complimentary SERVICE FOR 1 YEAR Apology IN WRITING I want my visa card REMOVED FROM YOUR SYSTEM AND I WANT CONFIRMATION OF THAT IN WRITING TOO.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a promotional offer she received in the mail for a 6-month plan for $25.00. She stated that once the subscription was activated her bank account was charged $132.22 so she contacted Customer Service and was informed a full refund would be issued and for the inconvenience she would receive a free 6-month subscription. She checked her bank account later that day and found another charge of $102.70 was charged to her from SiriusXM plus a $1.00 pending charge. She would like to be refunded the full amount as she has waited for her refund and has not seen any results. . After reviewing the account and contacting her, we found the $1.00 pending charge was just to show us that the card was active so we would be able to issue the refund back to the card that was charged.

We have confirmed that both refunds have been issued back to bank account that was charged and we have confirmed an end date has been set on the subscription as [redacted] does not want to continue with the service once the free time expires. We have removed the credit card number from the account so the payment type is now listed as invoice billing however the service will not renew as there is an end date set. We have closed the complaint as resolved since this issue has been addressed.

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: I purchased a new gmc pickup that came with a free 3 mo. subscription to sirus xm radio. They keep calling me wanting to sell me a subscription. I have told them on at least three occasions that I don't want to subscribe, but they keep calling Sometimes at 9 pmDesired Settlement: stop clalling

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that the complaint is in regards to receiving calls to continue with service after his trial ended.

We have updated [redacted]’s account with his request not to contact him with solicitations. We would like to advise him that while we will make every effort to remove his phone number 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 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]. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

Several years ago I purchased a lifetime subscription to Sirius Radio entitled "Sirius Everything". Recently discovered I was not receiving all the channels, upon calling them I was informed they had changed this program and wanted me to upgrade to a another program for more money. I feel I am receiving less than what I paid for and question the legality of this move by Sirius. The employees were very rude and un-professional during my phone call.. I certainly will not recommend Sirius Radio to anyone.

Review: I told them that I did not want to continue doing business with them. They now call me two to three times per day and I tell the person the same thing that I closed the account and I do not want to do business with them ever again. Now they have turned me over to collections because they say they automatically renewed my account, even though I specifically told them to close my account. I have begged and demanded that stop calling me and they just ignore my requests.Desired Settlement: I want them to stop calling me and never call my number again. I also want them to remove any charges and close my account. I did not ask them to renew my account, I specially told them to close my account.

Business

Response:

January *, 2015 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 phone calls he continues to receive however he requested cancellation as he did not want to continue. He stated he was recently informed he was turned over to collections as all subscriptions automatically renew. A member of our Corporate Customer Relations team reached out to [redacted] and advised him upon reviewing his account we found that [redacted]’s subscription automatically renewed per the Terms and Conditions a there was no cancellation request. As a gesture of good will we have removed the balance that was due for time used and we confirmed the subscription was closed. We also updated the contact preferences to Do Not contact and informed [redacted] this process can take 7-10 business days to completely update all our campaigns currently in progress. 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)

Review: On phone for more than 2 hours. When asked to speak to a supervisor. Was hung up on twice. After service expired, they are trying to continue billing. When service was purchased was told that if they had no charge card on file they would cancel service. Instead the continued service for another few weeks and are now trying to bill.Desired Settlement: Bill should be adjusted.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that their recent experience led to a complaint with your agency. A member of our Corporate Customer Relations team reached out to [redacted] to express our concern and offer a resolution.

[redacted] states she was on the phone for more then two hours and upon requesting to speak to a supervisor she was hung up on. She states service expired, but she continues to be billed. She is requesting for the bill to be adjusted.

We reached out to [redacted] and informed her that per our Terms and Conditions; which are provided on our website, [redacted], subscriptions will continue for the length of the initial term selected until a call is made to SiriusXM requesting cancellation. She states she was advised that since there was no credit card on the account that the service would close after it expired, as it was a gift for her dad. We apologized for the miscommunication in regards to our renewal policy and we confirmed that there is no active service and the account is at a zero balance. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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