Sirius XM Radio

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Hello Mediator,
Thank you for contacting Sirius XM on ***
***’s behalf *** ***’s complaint is in regards to a phone call she received informing her that her subscription was past due. She stated that she sent a check in May and received a copy of the check from the bank showing it was cashed. She has recently sold the vehicle and would like to be refunded for the unused amount however she is still being informed no payment was received. She would like this resolved as she sent in a copy of the check showing the payment was taken
A member of our Corporate Customer Relations Team reached out to *** *** and advised her that her payment was located and was applied to her account. A refund of $was requested via check and we advised her of the 10-business days that this process will take. *** *** was satisfied with the information and happy that her payment was finally located
SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’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
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Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedAs long as Sirius XM doesn't contact me in the future, I accept this responseThank you
Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ***, and that is not an illegal action (can you believe that!) for them to do so
Sincerely,
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February*, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Complaint# ***, *** *** *** Hello ***, Thank you for contacting Sirius XM on *** ***’ behalf ***
***’ complaint is in regards to an automatic renewal that she did not receive a notice for. She stated that she was charged twice without her permission so she is requesting cancellation and a full refund A member of our Corporate Customer Relations team reached out to *** *** and advised her upon reviewing the account we found she had been made aware of automatic renewal by a previous agent. She confirmed she was aware but wanted the refund due to not receiving any notice of the upcoming renewalWe offered to provide half of the requested amount of $101.18, equal to the last full credit card payment on November*, 2014. *** *** requested the refund back to the credit card to which we advised her this process can take 5-business days for the refund to completeAs per her request we have also deactivated radio ID: *** and confirmed there is no other balance due on the account. As 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 *** ***’ 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: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** *** ** *** *** *** ***###-###-#### (Option 3)

February**, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Complaint#***, *** *** *** *** Hello ***, Thank you for contacting Sirius XM on *** ***’s behalf
*** ***’s complaint is in regards to invoices he continues to receive after he closed his subscription. He stated he wants this issue addressed as he has been informed several times that he owes no balance A member of our Corporate Customer Relations team reached out to *** *** and assured him that his account is closed and there is no balance owing We informed him that due to a system issue with his account; a bill is being generated in error We advised *** *** that we are aware of this matter and have sent his account to the appropriate department to fix the error We explained that once we receive feedback that this matter has been resolved we will reach out to him with confirmation SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’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: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** ** *** *** *** ***###-###-#### (Option 3)

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Hello Mediator,
Thank you for contacting Sirius XM on ***
***’s behalf. We regret that his recent experience led to a complaint with your agency. After researching *** ***’s account, it was found that his complaint is regarding a request to no longer be contacted
We have updated our records with *** ***’s request not to contact him with solicitations. We would like to advise him that while we will make every effort to remove his contact information from our lists as soon as possible, it can take up to business days to completely update all of our systems. During that time it is possible that he may receive a few more calls/emails due to campaigns still in progress. We would like to inform *** *** that he could also find more information about this process by accessing the following link ***.
SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below
SIRIUS XM Radio Inc
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Sincerely,
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April *, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** *** Hello ***, Thank you for contacting SiriusXM on *** ***’s behalf. We regret
that his recent experience led to a complaint with your agencyAfter researching *** ***’s account, it was found that his complaint resulted from a misunderstanding regarding the term and cost of his monthly subscription after he purchased a month promotional subscription online. On March **, 2015, *** *** purchased a month subscription online, at a promotional rate of $for service from March **, to September *, 2015. Due to *** ***’s billing cycle being on the *** his monthly subscription will renew at a prorated rate of $for the service period from September *, to September **, 2015. After this period, his monthly service will continue to renew on the *** of each month at an estimated charge of $11.38. A member of our Corporate Customer Relations team spoke with *** *** and explained that the difference in pricing was due to the subscription cost prorating to align with his billing cycle. As a gesture of good will, we have placed a service credit of $on his account to cover the cost of the service from September *, to September **, and $to cover his first full monthly renewal from September **, to October **, 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** ***SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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Hello Mediator,
*** *** states the response we made does not resolve his complaint as he states he was aware of our auto renewal policy and did not need further educating. He states he was offered a five month “one time offer” with a “one-time payment” and agreed on only a one time payment. He states calls should be recorded so they can be reviewed for clarification. He states his dispute remains on file with the credit card company and he is demanding a refund of $
On October *, 2013, *** *** accepted a five (5) month promotional subscription on radios *** and ***. The $balance was paid by credit card and we show no request of a one- time payment. Emails were sent on October *, confirming *** ***’ purchases as well as advising him of the subscription renewal date with the prices that will be charged to his credit card on March *, 2014. On February **, 2014, the credit card was updated by the automatic updater and on October *, 2014, his subscription renewed
A member of the Corporate Customer Relations team spoke with *** *** and informed him that we will be unable to issue any further refunds as he disputed the March and May charges with his credit card company. This dispute will come to us and he will receive his refund through the credit card company. 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below
SIRIUS XM Radio Inc
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Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

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Hello Mediator,
Thank you for contacting Sirius XM on *** ***’s
behalfWe regret that his recent experience led to a complaint with your agency. After researching his account, it was found that his complaint is in regards to receiving repeated calls from SiriusXM after his three month trial subscription ended.
Unfortunately, a valid phone number was not included with the Revdex.com complaint from *** *** so we are unable to get in immediate contact with him to sort out this concern. However, we have emailed *** *** requesting for him to contact us and included our contact information. To date we have received no response. We remain interested in working with *** *** and ask that he contact our Customer Relations Department to provide us with the phone number he is receiving calls to so that we can place him on out Do Not Contact list
SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below
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Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have yet to receive any amount stated by Sirius Radio and have viewed only one email from them stating one refund of $will be made. If in fact a second refund is also in the works which brings the total refund to $537.70, I will be satisfied that my compliant has been resolved. So far, as of 12/*/14, I have not recieved a refund of any kind. I will wait until 12/**/to see if in fact my refund(s) arrive and ask Revdex.com not to consider this matter resolved until I have refund in hand. I want to thank the Revdex.com for its promptness and completness in handling my complaint. I'm certain I would not have been treated fairly without your help. My sincere gratitude to all who have worked to make this happen for me. May God Bless you all. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

April **, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** Hello ***, Thank you for contacting SiriusXM on *** ***’s behalf. We regret his
recent experience led to a complaint with your agency. After review, *** ***’s complaint resulted from the automatic renewal of his subscription. Per the Terms and Conditions in our Customer Agreement, subscriptions will automatically renew until the subscriber calls us to cancel. Cancelling the credit card does not stop the automatic renewal of the subscription. On February **, 2015, *** ***’s All Access Annual subscription renewed; however, we were unable to charge the credit card on file. On March **, 2015, the subscription went inactive for non-payment, leaving a balance of $for used service from February **, to March **, A $late fee was added on March **, 2015, bringing the balance to $21.77. On March **, 2015, a credit card payment was made for the $bringing the account current and his subscription was restored to active status Unfortunately, we have no way of knowing that a customer is having trouble using a device and receiving the signal, unless they contact us. As there remained an owing balance of $for service from March **, to February **, 2016, we were contacting *** *** as we were attempting to collect outstanding balance. A member of our Corporate Customer Relations team spoke with *** ***; who expressed his dissatisfaction regarding receiving calls. As a courtesy, we placed radio *** on an annual Select subscription, at no cost, and set a future deactivation date (FDD) for April **, 2016, to prevent automatic renewal. As *** *** was not with his vehicle at the time, we provided him with a phone number and email address to have a refresh signal sent to the radio. Should *** *** 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** ***SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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Hello Mediator,
Thank you for contacting Sirius XM on *** ***’s
behalf. We regret that his recent experience led to a complaint with your agency. We have investigated *** ***’s complaint and determined that the overcharge was due to agent error. He has since been issued a full refund
On October **, 2014, *** *** was offered an annual subscription at a promotional price of $99.34. However, when this subscription was set up on the account the option for “bill me later” was not selected. Not selecting “bill me later” caused the account to also charge immediately for the renewal service from November *, to November *, 2016; this resulted in the $debit to the customer’s credit card
A member of our Corporate Customer Relations team reached out to *** *** via phone and email to discuss his concerns, but we have been unsuccessful in speaking with him. We apologize for any inconvenience *** *** experienced and inform him that we have provided him with months of service at no charge. We remain working with *** *** and should he wish for service to continue after February *, 2015, we ask he contact us to discuss extending service
SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below
SIRIUS XM Radio Inc
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Sincerely,
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February**, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** *** Hello***, Thank you for contacting Sirius XM on *** ***’s behalf.
We regret that his recent experience led to a complaint with your agency. After researching *** ***’s account, it was found that the complaint is in regards to receiving calls and emails regarding an owing balance after his checking account was charged On January**, 2015, *** ***’s semi annual subscription renewed for $129.78. However, we were unable to charge the credit card on file. Attempts were made to contact *** *** as we were attempting to collect outstanding balance. On February**, 2015, *** *** contacted us stating he updated his credit card online and made a payment. The last payment we have posted to the account was from July**, 2014. At this time, *** *** requested for his service to be cancelled; which we processed immediately, leaving a balance of $for used service. This amount was credited to reflect a $balance. A member of our Corporate Customer Relations team reached out to *** *** via phone and email to discuss his concerns, but we have been unsuccessful in speaking with him. We remain interested in working with *** *** and ask that he contact our Customer Relations Team at the number provided below, so that we may address his concerns. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
They refunded me only one month when I clearly stated that I expect a full refund for services not receivedThough I am satisfied that they will no longer be charging my credit card, I am unsatisfied in the respect that they basically stole from me and I want the rest of the money removed from my account returned as wellI do not think this is an unreasonable requestThey have a history of fraudulently charging customer's cards and they know they owe me moneyI hope that they will refund it in a timely manner, though I somehow doubt it from their demeanor when they called to confront me for complainingYes, ConfrontThey acted as though I was in the wrong and had never called themWhat a terrible companyThey basically called me a liarNever using their services again
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

April *, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** Hello ***, Thank you for contacting SiriusXM on *** ***’s behalf. We regret that his
experience led to a complaint with your agency. After researching *** ***’s account, it was found that his complaint is in regards to receiving disconnection notices prior to the billing due date. A member of our Corporate Customer Relation Department reached out to *** *** and explained that on March **, his quarterly subscription automatically renewed on his four devices and an invoice was sent for $with a due date of March **, 2015. On March **, 2015, he contacted us requesting for cancelation of service and was offered a month promotion on each device; which he accepted. A onetime credit card payment was made for the $balance. On March **, 2015, an email was sent for each of the subscription changes on his four devices advising him an invoice will be sent. Subscriptions are paid until August **, when they will renew for the quarterly subscription at our then current rate and an invoice will be sent. Should *** *** 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: *** *** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

February *, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** *** Hello ***, Thank you for contacting SiriusXM on *** ***’s behalf. We
regret that her recent experience led to a complaint with your agency. After researching *** ***’s account, it was found that her complaint regarding not receiving a refund was due to a misunderstanding regarding a service credit that she had been provided. The credit provided was intended to be applied towards future subscription costs and was not refundable. A member of our Corporate Customer Relations team reached out to *** *** and explained to her that the credit placed on her account was provided by the dealership as she missed nine months of her original audio trial that she was entitled to. This credit would be a non refundable amount. *** *** is currently on an annual subscription at a promotional rate; which will renew on February **, 2015. We informed her that we would provide her with another annual subscription at the promotional rate and advised her that the $service credit will cover the cost. We apologize that *** *** was left with a negative impression of our SIRIUS XM Customer Care and should she have any further questions or concerns, SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Sirius Radio is not refunding the full amount of my complaint. In September 2013, I called Sirius to cancel service of a program I had purchased at $per six months for two different vehicles in the spring of 2013. Those services should have ended in October and November of 2013. Sirius continued to bill my credit card without my authorization stating that my call terminated, through no fault of my own, before they could cancel and I was under the understanding the programs were cancelled. Here are the unauthrized charges: 10/*/- $104.66, 11/**/- $104.66, 4/*/- $108.26, 5/**/- $108.26, 10/*/- $and 11/**/- $108.26. I am willing to allow the charge of 10/*/to stand because I did have service throuhout the following months as I had requested for $per year rate. The remaining should befunded to me. It boggles my mind for them to determine my refund is for $and not the rest. The amount I expect refunded is $537.70.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

March*, 2015 The Revdex.com Serving Metropolitan New York*** *** *** *** * *** *** *** ** *** Re: Revdex.com Complaint ID ***, *** ** *** Hello ***, Thank you for contacting Sirius XM on *** ***’s behalf. We
regret that his recent experience led to a complaint with your agency. After researching *** ***’s account, his complaint regarding being billed $resulted from the remaining balance for the time period following the automatic renewal of his subscription and his request for cancellation. Promotional rates only apply during the initial term and the subscription renews at the rates in effect at the time of each renewal. On July**, 2014, *** *** purchased a 6-month subscription at a promotional rate on radio *** for $35.68. On January**, 2015, at the end of the promotional term, his 6-month subscription automatically renewed at our then current rate, and an invoice was sent for the $balance. On January**, 2015, *** *** contacted us to cancel his subscription; which we processed immediately, leaving a balance of $for used service after renewal. A member of our Corporate Customer Relations team spoke with *** *** to address his concerns and we reviewed the automatic renewal policy. We informed him that promotional rates only apply during the initial term, after that time period our then current rates take effect. As a gesture of good will, the outstanding balance was removed and we offered *** *** another 6-month subscription at a promotional rate; which he stated he will contact us back to activate in August. Should *** *** 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 *** ***’s concernIf you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: *** ** ***Attention: Customer Care*** *** ** *** *** *** *** *** ** *** Sincerely, *** *** *** *** *** ***###-###-#### (option 3)