Sirius XM Radio

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,

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: 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: 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,

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.

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: 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: 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: 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 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)

I purchased a new vehicle 16 months ago. It was the first time that I owned anything with satellite capable radio. I decided to give it a try because I'm tired of "talk" radio. The service worked well but, a few months in one of the channels I liked was taken off the air. OK, I can live with that but, yesterday (Aug *, 2015) I was listening to my favorite channel when they announced it too was going away. OK, I guess I'm not part of the majority and everything is driven by the almighty dollar. Today I called to cancel my subscription, be prepared for 15-20 minutes on the phone. The "gentleman" kept interrupting me trying to get me to keep my subscription. It wasn't until I raised my voice and got forceful that he finally listened to me and then I had to wait another 10 minutes to receive a confirmation number. I certainly might have entertained re-subscribing if their channel selection changed in the future but, that will never happen now. When a company makes it extremely difficult to cancel, it send me a message. Are you listening Sirius XM Radio?

I have a major customer service complaint. I called to cancel my subscription prior to leaving for deployment, only to be put on hold for 35 minutes. After deciding I must have been forgotten about, I called back and got a recorded message stating you close at 11p.m. Your customer service representative put me on hold and left! Although the station selection is great, due to a horrible customer service experience, I will not be renewing my subscription when I return.

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.

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.........

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 sent Sirius a check for 1 year of Satellite Radio service. At the end of the year they tried billing me for another year. I did not pay for another year but they sent me a bill for $34 for a extra month of service they claimed they gave me. I was in Hawaii and did not get my mail for 3 weeks. I only ordered a year and paid for a year. They say they will not take the extra month off my account even though I never ordered it. This seems like an illegal business practice to have. Billing people for service they never paid for. I am glad I never gave them a credit card and paid with a check so they can't just take my money. We did not agree to more than a year and that is why I paid by check for one year only. So they have many policies that enable them to continue to bill customers for services they never asked for.Desired Settlement: I want my account saying zero owed and nothing outstanding.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint states he had paid for a 1-year subscription and at the end of the service he did not want to continue but he received an invoice for $34.00 for an extra month of service. He stated that he did not agree to this extension and he would like the balance waived. After reviewing the account and contacting him, we found that the service has renewed as part of the Terms and Conditions as he did not call to cancel the account.

As a gesture of good will, we informed him that the balance had been waived from the account on July **, 2013 and the account is closed. Since this issue has been resolved 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:

Review: Unable to cancel automatic renewal of service when requested within "my rights" as a valued customer of 6+ years, without abusive "RUNAROUND PRACTICES"!Desired Settlement: Phone call of apology, on the account of my late husband [redacted], Music lover and fan of Sirius X M Radio.

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: Back around 2006 or 2007 (do not know the exact date, their billing does not go back that far), I purchased a Life-Time subscription to XM Radio (this was before XM and Sirius merged together) for a VW vehicle I had. The cost I believe was around $399. At the time of signing I was told there would be a $75 charge if I were to transfer the subscription to another radio, which I agreed to. At no time was I told or received any paperwork stating that there was a limit to how many times I can transfer the subscription. How could it be a "lifetime" subscription if there was limits to it. I would have never purchased it. I believe the original account number was [redacted]. The current account number is [redacted]. After the XM-Sirius merged, the subscription is now called Sirius Select - Select - Life.

To date I have transferred the subscription 4 times, each time paying the $75 transfer fee. Never during these transactions was I told there was a limit to the times it can be transferred. The last car I had the subscription attached to was a 2012 Ford Focus. Last month I traded in the Ford Focus for a new 2013 [redacted] Sportage. I plan to transfer the XM-Sirius subscription to this new car.

When I contacted XM-Sirius on April [redacted] to transfer the subscription to the [redacted], I was told the account had been canceled. When I asked by who, they replied the car dealership which now has the 2012 Ford Focus, GRIECO [redacted] in Delray Beach Florida. I ask how could a third part (GRIECO [redacted]) cancel an my account without my permission?? And why would XM-Sirius cancel my account without first notifying me.

They were not able to provide an acceptable answer.

So when I inquired about having this subscription transferred to the new [redacted], that told me they could not because of the transfer limit of 3 times! I told them if this is so, how did I transfer it 4 times. Again they could not provide an answer, just stating they can no longer transfer my subscription. When I inquired about a refund (even if it was partial), they denied that too. So now I have no subscription to a plan that is suppose to be a "Lifetime Subscription". And I am out the money it cost me.Desired Settlement: I would like XM-Sirius to honor my Lifetime subscription and transfer it to my new [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 have been a Sirius customer for about 4 years. Each time my invoice comes dues, the fees are exorbitant and I just call and ask to cancel. After extremely high pressure sales tactics, I am given a much lower rate for the coming period. Then I receive a subsequent invoice with an even higher price than the previous jacked up invoice. I call again. After at least 2 very tiring phone calls of asking to cancel, they again talk me into another "special deal." Last year's deal was $87.13 for the 12 months. Yet again, this year I received an invoice for $188.77. I called twice, once the end of March and again on April 2 to try to cancel. I told the rep that I am now retired. I no longer listen to the car radio much. Finally, this time they offered me 5 months for $30.01 but the rate there after would go back to the $188.77 for the next 12 months. I decided to take the 5 months "deal" of $6 per month and he confirmed that the invoice would be for $30.01. I thought the rep was processing the requested discount and invoice. He then came back on the phone to tell me that the invoice would actually be for $32.01--$2.00 for sending out a bill. I asked if I could pay the bill online to avoid the $2.00 billing fee. He said the $2.00 would still be on the invoice. I was again livid with the constant billing shenanigans. I asked him again for a cancellation and he started again to argue. I told him I was hanging up. I called back again on 4/5 and simply asked for a cancellation number--that I was tired of their sales tactics, partial-year deals and tired of the fighting. I stayed quiet and simply asked again for a cancellation number. The rep finally relented and gave me a number. She then said she had closed my account and I had a $1.00+ balance (I have no idea what from) and wanted my credit card information to pay it. (Like I was EVER going to give Sirius XM a credit card number after the horror stories on the internet and from friends about this company.) I told them I had no idea what the charge was for but I wasn't paying it. I hung up. I have a feeling that I am never going to stop hearing from them.Desired Settlement: That these complaints about Sirius XM billing and sales practices will build up to a point where action is taken against this company. My experience with this company is not even close to being as bad as other people have experienced. I am very glad that I never gave these people my credit card information. They are a very shady company and someone needs to slap a lawsuit on them for their unethical business practices.

Thank you.

Business

Response:

April **, 2014

Re: [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 review her account, it was found that the complaint is in regards to a miscommunication regarding a promotional subscription she was offered.

On March **, 2013, [redacted] accepted an annual promotional offer and made a credit card payment for $87.13. Promotional rates only apply during the initial term, after that time period our then current rates take effect. On March **, 2014, the annual subscription renewed at our then current price and an invoice was sent for $188.77.

A member of our Corporate Customer Relations team spoke with [redacted] and confirmed that her subscription was cancelled on April **, 2014. We informed her that there was a balance of $1.64 remaining; which was credited to reflect a $0 balance. At [redacted]’s request, contact preferences were updated to Do Not Contact. We would like to advise her that while we will make every effort to remove her phone number from our lists as soon as possible, it can take up to 10 business days to completely update all of our syste[redacted] Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I appreciate this since I had requested no action on the part of Revdex.com--only as information.

Sincerely,

Review: I had a balance withthis company- I recived an email asking "how is it Going" once click it said "Now that I have your attention" We want to ffer you 3 months free. Which then cause me to go to my account o see why they were oofering me this deal when I had a past due balance of approx $85 once in my account it showed they had credited/comp me the approx amonut of $85 which left a past due balance of $20 to reconnect my service. s I decided to take that deal of reconnecting my services for $20 instead of the 3 month free deal that would require actions I did not want to take part in. Today a new email says "Sorry we made a mistake" which prompt me to go back my account and see a reversal of the of the approx $85 credit that I am know responsible for. My complaint is that I felt the trick was to get new credit card information from me being that the card that they had on file had expired and they needed new info to take payments from me.of course there is no record oon my on line account where it showed -$85 "Credit" offered to me to get my account reinstated.Desired Settlement: the amount oewd of $67 to be cleared/crdited leaving my balance current and not past do as I was lead to think would happen

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 her complaint relates to a miscommunication regarding a promotional subscription she was offered via email and an outstanding balance owed after we received only a partial payment towards her prepaid subscription.

On February 19, 2014, [redacted]’s six month subscription automatically renewed for radio T248, leaving a balance due of $98.94, we were unable to receive a payment from the credit card on file. On March 18, 2014 service was suspended leaving a balance due of $15.08 for time used since renewal. A $5.00 late fee was added to this balance on March **, 2014. A payment for $20.08 was made on **, 2014 and this payment brought the account current and restored the subscription to active status. A balance of $72.11 was remaining for service from [redacted], 2014 to August **, 2014.

A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the email she received regarding the email she received, as this was sent in error. We explained that the $20.08 payment she made was for used service from February **, 2014 to March **, 2014. We offered [redacted] a six month promotion for $24.99 plus applicable fees and as a gesture of good will, we have applied her $20.08 payment towards the balance; which she accepted. A credit card payment of $12.57 for made for the remaining balance. [redacted] was advised that the six month subscription will renew on October 16, 2014 at our then current price and an invoice will be sent on that date. 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,