Sirius XM Radio

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,

Review: Attempted to cancel service and customer service representative continued to provide promotional information and details continuously despite request to simply cancel the service. The process took well over 15-20 minutes to complete, delayed by the representative continuing to offer promotions despite vigorous requests to simply cancel the service.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request he made however spent 30 minutes on the phone as he continued to be offered special rates. He stated he just wants to cancel his service.

A member of our Corporate Customer Relations Team reached out to [redacted] several times via phone and email however we were unsuccessful in reaching him to discuss a resolution. Upon reviewing the account we found there are no active subscriptions and there is no balance due. 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 [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.

Sincerely,

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.

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: 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,

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?

Review: I have been a customer of SiriusXM for satellite radio service since 2007, with subscription costs deducted from my credit card. Towards the end of last year, I started to receive calls from SiriusXM because my credit card information had changed and they were unable to bill me. On reviewing the cost of service and the very poor standard of customer service, I declined to renew my subscription and refused to provide new card information. Sirius started to make a series of offers for reduced cost service, which I continued to decline, until they offered a "one-time" offer of five month's service for $50. I was very clear throughout the conversation that I did not want to renew my subscription, and only provided card information on the understanding that this was a ONE TIME CHARGE. Those were the exact words used by the agent in rather broken english from a call center in the Phillipines. However, on opening my credit card statement last week, I discovered a charge from SiriusXM in the amount of $84.31 on August [redacted]. I immediately contacted my credit card company to dispute the charge, and was informed that two additional charges had been made, another in the amount of $84.31 on May [redacted], and one for $63.46 on March [redacted]. I have filed a dispute with my credit card company, considering all of these charges to be unauthorized and fraudulent, and in contravention of California's Amended Automatic Renewal Law of Dec [redacted] 2010, as no written contract was signed, and no notification of the start of a subscription service was provided to me.

SiriusXM has refunded one charge of $84.31 to my card, but refuses to refund the balance of $147.77. Additionally, despite having issued an email confirming the cancellation of my service, my receiver continues to function and I fear they will attempt to bill my card in the future. Their billing practices are the subject of a huge amount of consumer complaints, and have recently been investigated by a joint commission of the Attorneys General of Connecticut, Arizona, Ohio, Tennessee, Vermont and the District of Columbia. To my mind these billing practices are unethical, fraudulent, and utterly unacceptable.

In addition to filing this complaint, I have today filed complaints with the Federal Trade Commissioner and the State Consumer Protection Office. If I do not obtain a timely refund for the outstanding balance I will be forced to take legal action against the company.Desired Settlement: I would like to receive an immediate refund for the remaining balance of $147.77, and a written confirmation that no charges will be made on my credit card in the future.

Additionally, I would like to see SiriusXM desist from the process of renewing subscriptions without authorization from the customer, and become more ethical and accountable in their billing practices, though I doubt this will happen.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’ behalf. We regret that his recent experience led to a complaint with your agency. After researching his account, it was found that his complaint is in regards to the charges associated with the automatic renewal of his two quarterly subscriptions as per the Terms and Conditions. Subscriptions continue to renew until the subscriber calls us to cancel.

On October *, 2013, [redacted] accepted a five (5) month promotional subscription on radios [redacted] and [redacted]. The $56.22 balance was paid by credit card and a confirmation email was sent advising [redacted] of the purchased subscriptions. This email also included future purchase details with the renewal date and advising the card on file will be charged. Service continued to renew on a quarterly basis until August **, 2014, when we received a cancel request. At that time, he was refunded $84.31 for the August *, 2014 charge.

A member of our Corporate Customer Relations team spoke with [redacted] and addressed his concerns by educating him on the automatic renewal policy. [redacted] confirmed the $84.31 refund and stated that he disputed the other charges. We would like to inform [redacted] that we are currently offering a Free Listening period to all inactive radios until September *, 2014; which is the reason he is receiving service. This service will automatically turn off after the Free Listening period is over. 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]’ 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Thank you for your response, though I feel that you have not really understood the issue here, which relates to the phone conversation I had with the representative who signed me up for the five month promotion. Back in October, I called SiriusXM to cancel my subscription, which I had had for six years or more, having been a customer since 2007. I did not need 'educating' about the auto renewal process, as I was already familiar with it.

Sirius handles calls like mine through call centers based in the Phillipines. Communications are often in broken english on poor quality lines, and do not live up to the claims of "stellar service". In fact, during the course of the conversation in question, the representative at one point offered 'to put in ten dollars of his lunch money' to lower the cost of my subscription....not a piece of marketing which many companies would stand behind, but a good example of what the consumer's reality is like when dealing with SiriusXM. Bear in mind that I called Sirius to cancel my subscription. The response was a series of cheesy offers, culminating in the five month "one time offer", paid for with a "one-time" payment. On this we were absolutely clear. I agreed to a ONE-TIME payment. I expressly declined any interest in subscription, and yet you subsequently helped yourselves to $232.08 from my account.

If SiriusXM wishes to enter into contracts on the phone, it should record the conversations, so that in situations like mine they can be referred back to for clarification. In reality, anything could have been said in that conversation, and you could describe all subsequent actions as being under contract. To be frank, your customer service is appalling. The sales techniques are deliberately opaque, and when you describe auto-renewal as a convenience to customers, you are glossing over the fact that it also provides a guise under which to guarantee yourselves a revenue stream from clients who, like me, ended up in a reality different to that described to them in a phone conversation which was not recorded for reference. That is not what I call "stellar service". I consider it unethical, unprofessional, and fraudulent. Why wouldn't you just give a customer a call before signing them up for a subscription? You have no problem calling multiple times when credit card information needs updating.

So no, I'm afraid I don't feel 'educated' by this experience in the least. My dispute remains on record with my credit card company, and I stand by my demand for a refund of the balance of $147.77. Unless this is forthcoming, I intend to take legal action against your company to recover my money. I don't need free service until September [redacted] - you can go ahead and turn it off. I just want my money back, and hopefully for someone at Sirius to sit up and think about looking after their customers, not alienating them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

[redacted] 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 $1447.77.

On October *, 2013, [redacted] accepted a five (5) month promotional subscription on radios [redacted] and [redacted]. The $56.22 balance was paid by credit card and we show no request of a one- time payment. Emails were sent on October *, 2013 confirming [redacted]’ 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 [redacted] 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 [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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Again, thank you for your answer. You state that you received no request for a one-time payment, which would seem redundant given that those were the words used by your sales agent himself when he described the transaction for the five month period in our conversation of October [redacted]. Furthermore, you state that my subscription was renewed on October [redacted], which seems like a very strange action to take given that that is the day I called to CANCEL the subscription I had been under since 2007, and specifically declined to be under any contract in the future.

I was in contact with Bank of America yesterday who have confirmed that any future charges to SiriusXM will be automatically disputed as they have the cancellation confirmation on file. The representative stated that as the charges for which I am still seeking a refund, namely for $63.46, on March [redacted] 2014 and $84.31 on May [redacted] 2014 were made before the official cancellation confirmation of August [redacted], they are not in a formal dispute process through the bank. This does not change the fact that I dispute them and continue to seek a full refund, but it should make it easy for you to return the money to me by personal check or by credit to my card to my card, as the complication of a formal dispute process has now been removed. When I receive the refund for $147.77 I will consider the matter closed, though the huge amounts of time and effort that have gone into my attempts to obtain such only serve to deepen my frustration with your company.

Finally, I would like to suggest that SiriusXM should, as a matter of policy, record and retain all conversations between company representatives and clients, that notifications sent in emails regarding your company's intent to initiate a subscription be in larger or differently colored text from that surrounding it, and that written or recorded affirmation of a customer's willingness to have their credit cards charged be obtained each and every time a charge is to be applied. If your goal is indeed to provide "stellar service", this would be a great place to start.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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: We started service on another car that we purchased and wanted to cancel it on the old car we had. It took several tries to do that because they did not understand that we didn't want to buy new service because we had paid for a year worth of service on the old car and just wanted to move it to the new car. They charged us again for that, then we had to purchase a portable radio because the new car was not equipped with Sirius XM radio system. So the first one we never received. They sent it out again and charged us again which they claim they were send[redacted] it over night, it wasn't done. So when we finally got it the service started over again on September or October 2015. On Sunday 12/**/2015 we were on our way home and noticed that the service wasn't work[redacted] so we called and they said it was cancelled and couldn't tell us who cancelled it or why it was cancelled.Desired Settlement: We want the credit they claim they gave us, which they didn't because it's not on the credit card they said they put it back on, which was $26.00 and our service continued for the year contract start[redacted] on January [redacted]. This was a inconvenience and it's cost[redacted] us another $67.00 to restart someth[redacted] that should have never been cancelled just transferred. We want to know who cancelled. They couldn't see who it was, it had to be an agent and we want that agent fired. We never called to cancel the service. There is on person who works there that would have access to the account and her name is Yolanda K[redacted] or Regina K[redacted]. If it was her, we want her terminated because no on else had access to our account or would have called to cancel it. How does that just happen and then the representative kept say[redacted] I don't see where I can find that information out. They knew who did it and should have report them. So now because it was on their part, we want our service on for a full 2 years without pay[redacted] and we want that person fired whoever it was that cancelled the service.

Business

Response:

[redacted]

[redacted] Re: Revdex.com Complaint 11007416, Nathaniel Taylor Hello Mediator, Thank you for contact[redacted] SiriusXM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After review[redacted] his account, [redacted] complaint regard[redacted] the cancellation of his subscriptions without his request, resulted from a system glitch which cancelled his All Access semiannual promotional subscription and refunded $23.43 for unused service. On August **, 2015, [redacted] purchased an All Access semiannual subscription at a promotional rate and made a credit card payment for $64.31. On December **, 2015, this subscription was cancelled and a refund of $23.43 for unused time issued back to the credit card on December **, 2015. It appears that a glitch in the system cancelled the service as this would not be able to be completed manually by an agent without a note automatically be[redacted] documented on his account. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We apologized for any inconvenience he experienced and offered to reactivate his service on the same All Access promotional subscription and provide him a credit for the cost. [redacted] asked if we could provide him with an annual subscription for the price of the semiannual and as a onetime courtesy we agreed. [redacted] was provided with an All Access subscription from December **, 2015 to December **, 2016 for a total of $66.57. An invoice will be sent for this balance. Should he have any further questions or concerns, we ask that he contact us utiliz[redacted] our contact information below. SiriusXM values each customer and is committed to provid[redacted] stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regard[redacted] this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

Consumer

Response:

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

Sincerely,

Review: 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: In 2012 I purchased a lifetime subscription to Sirius. I was told at time of purchase the subscription was transferable for up to 3 times. I called 6/**/2015 to transfer the subscription and was told by [redacted] that since it was a vehicle subscription that it was not transferable, only home subscriptions are transferable. After speaking with her supervisor, [redacted], he was willing to allow me to do a one time transfer. I was at work at the [redacted] in ** at the time of the call and need to go out to an emergency. [redacted] told me to call back and everything would be taken care of. I called back and was told there was a $ 75.00 transfer fee. The operator [redacted] gave me a credit of $ 10.00 to make the fee $ 65.00. I feel they should wave the fee altogether and also allow me to transfer my subscription 2 more times. No one could give me a reason why you can transfer a home subscription and not a vehicle subscription.Desired Settlement: Wave $ 65.00 transfer fee and allow me to transfer my subscription 2 more times !

Business

Response:

July *, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [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 and have researched his account. [redacted]’s complaint regarding the transfer of his Lifetime Subscription to his new vehicle resulted from the Customer Agreement Terms and Conditions which state that Lifetime subscriptions in vehicles are non-transferable and non-refundable. For permitted transfers of a Lifetime Subscription the transfer fee is currently $75.00. A member of our Corporate Customer Relations team reached out to [redacted] and reviewed the Terms and Conditions for his Lifetime subscription. We transferred his Lifetime subscription to his new vehicle and waived the transfer fee, as a courtesy, and informed him that if this vehicle is traded in, the Lifetime Subscription will not be transferred again. 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 concern. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUS XM Radio Inc.To: [redacted]Attention: Customer Care[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Consumer

Response:

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

Sincerely,

Review: I signed up for a 6 month subscription with SiriusXM. At the end of the subscription I was unknowingly charged for an additional 6 month subscription without authorization. SiriusXM refuses to refund the amount charged to my credit card for a service I did not agree to.Desired Settlement: Full Refund

Business

Response:

December **, 2015[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 a charge on her credit card resulted from the automatic renewal of her promotional rate subscription to standard rates. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. On April **, 2015, [redacted] purchased a semi-annual subscription at a promotional rate. An email confirming the transaction, which contained the October **, 2015 renewal information, was sent to the email address on file. On October **, 2015, per our terms and conditions, [redacted] subscription automatically renewed at our then current rates, charging the credit card on file $102.44. On December **, 2015, [redacted] contacted us to cancel her subscription, which we processed immediately. A refund of $33.03 and $69.41 was issued on December **, 2015, which reflects the total charge of $102.44 on October **, 2015. A member of our Corporate Solutions team reached out to [redacted] via phone and email to ensure her concerns have been addressed; however we have been unsuccessful in speaking with her. We would like to advise [redacted] that if she has any additional questions or concerns she can contact the Corporate Solutions team using the 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 RobertsSiriusXM Corporate Solutions Team###-###-#### ([redacted])

Review: I purchased a lifetime subscription for $399 in June 2009. It was over the phone, and purchased to use with a portable radio. I was told this lifetime included up to five transfers to different devices if needed, at a cost of $75 each time.

I transfered it in 2012 to a [redacted] vehichle that was equipment with a dashboard Satellite radio. I paid the $75. This car was totaled, and I ended up getting a 2013 [redacted] transferred it again for $75.

The 2013 Rio was totaled in June, 2013---I didn't have another satellite radio to transfer my subscription to until now I called them yesterday and was told that once my subscription was transferred to a car, it was invalid to keep transferring. And also the subscription was only for 3 transfers.

I explained, this was never told to me, I never signed a contract everything was over the phone...and that I had transferred it to a second vehicle without any problems or even informed of this so called policy.

They will only transfer if the radio was damaged. --- Which having the car totaled in 2013, it was damaged. I had to fax over PROOF yesterday for this.

1. I never had to send proof for the transferring from 2012 to 2013---because I was never told about this policy of theirs.

2. I am now waiting for them to approve my jumping through hoops to transfer my lifetime subscription. It was by luck that even after moving in 2014, I found the paperwork from my insurance company totalling this car, otherwise I could not even attempt to prove my car was totaled yet again in 2013.Desired Settlement: I want my subscription put on my 2009 Jeep that I requested yesterday. Since this will only be my third transfer. I want the other two transfers available to me without having to jump through hoops should the time come when I sell this Jeep or trade it in for a newer car.

Even when I transfered it twice, I was still lead to believe I had a total of 5 transfers, and their were no exceptions to these transfers.

Business

Response:

October **, 2015 [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 and have researched her account. [redacted] complaint regarding the transfer of her Lifetime Subscription to her new vehicle resulted from a misunderstanding of the Customer Agreement Terms and Conditions, which state that Lifetime subscriptions in vehicles are non-transferable and non-refundable. Lifetime Subscriptions associated with home, portable, or dock & play receivers are transferable from one such receiver to another up to a maximum of three (3) times. Permitted transfers of Satellite Radio Service subscriptions are subject to a transfer fee.A member of our Corporate Customer Relations team corresponded with [redacted] via email. We explained to [redacted] that the Lifetime Satellite Radio Subscription (which is a subscription that continues for the life of the receiver) is non transferable if it is associated with a receiver installed by an automaker or an automotive dealer in a vehicle, except in the event the original receiver associated with that Lifetime Satellite Radio Subscription is stolen, accidentally damaged or, in our sole discretion, is defective. We also provided her with a copy of our Terms and Conditions. Upon review of the account, her Lifetime subscription was transferred to her 2009 Jeep Wrangler on October *, 2015. We offered to provide [redacted] with one more transfer and as a further gesture, we will waive the $75.00 transfer fee as well. [redacted] declined our offer stating our representative misrepresented our Terms and conditions and she will accept nothing less than two more transfers. We want our customers to be aware of terms and conditions and inform our customers upon activation of service to review the SiriusXM Customer Agreement on [redacted]. [redacted] was provided with a transfer from her 2012 KIA to her 2013 KIA, as the vehicle was damaged and the subscription was then again transferred to her 2009 Jeep for the same reason. 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.SIRIUSXM Radio Inc.[redacted]

[redacted]Sincerely,Geraldine R[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am not aware of another transfer being offered. I did receive the transfer to the Jeep at no cost. (just a little side note, I had gotten a call from a Brian from Sirus last week who left a message --it was hard to undertand, other than he sent a refreshal signal to fix the problem I called about and card on file was charged $35---this alarmed me that they would charge me $35 for a refresh signal, when that wasn't even what I spoke to Siruis about the day before)If in fact they will allow another future transfer, I will accept a compromise.HOWEVER, I want them to understand I was misled when I purchased the subscription in 2009. I was mislead to believe there were terms and conditions for 5 future transfers other than a $75 fee. This is what has me more upset than anything, the misrepresentation of what I had purchased. Nor were these terms and conditions spoken when I transfer from the radio, to the 2012 [redacted]; nor when I transferred from the 2012 [redacted] to the 2013. The very first time I heard of the terms and conditions was last week. I do not like being mislead, lied to or misrepresented. I am more of a principle person than anything and my complaint was to enlighten more people of my dealings. Again, I would accept the offer of a future transfer, in writing of course. Thank you[redacted]Thank you?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted]Hello Mediator,[redacted] states her complaint has not been resolved as she states she was not aware of another transfer being offered. She states if another transfer is allowed, she will accept a compromise; however, she still feels misled regarding the purchase of the subscription in 2009. It was never our intention to make [redacted] feel that we were not empathetic to her situation or that we are misleading her. We want our customers to be aware of our Terms and Conditions and inform our customer to review the Customer Agreement on [redacted]. We corresponded with [redacted] via email and again confirmed with her that we will provide her with one more transfer and waive the $75.00 transfer fee as well. We believe that we have made an appropriate offer to [redacted], addressed her concerns and at this time we consider the complaint resolved.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.[redacted]

[redacted]Sincerely,Geraldine R[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do not believe it is resolved, I just am defeated. They misled me when I purchased the subscription in 2009; they failed to notify me of the so call terms and conditions in 2012 when I transfered service, nor did the notify me of the terms and conditions when I did another transfer in 2013. I believe the reason for the notification when I was transferring this time in 2015, was due other customers complaining/disagreeing with the practices of Sirus. I do not need another email, just want it noted and kept noted it was never resolved. Sirius misrepresentation is appaulling. I just gave up trying to state my case. Not worth the aggregavition it causes me No more communication is needed, just will not state this was resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I called to transfer service to a new vehiicle. They did activate the new vehicle but failed to cancel the previous vehicle. They admitted their mistake. I found the mistake when I went through my credit card statement. They charged $106 in May and again in June for the old radio. They refused to give a full refund even though I paid for the new radio. I called twice and spent a long fruitless time with service. They blamed me for not catching their mistake sooner. Do not let them have automatic payment! I have revoked their authorization for payment and will notrenew my two radios when the subscription expres.Desired Settlement: I want a full refund for the charges on the old radio I transfered.

Business

Response:

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted], 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, [redacted]’s complaint regarding being charged for renewal of service after cancelling his subscription resulted from a miscommunication regarding the original request to cancel the subscription. We show a request from the dealership to activate the service on the new vehicle, but no request to cancel the service on the previous subscription. A member of the Corporate Customer Relations team spoke with [redacted] and confirmed that a refund of the $106.65 charge from November **, 2014 was issued on December **, 2014. We informed him that we will issue a second refund of $106.65 for the May **, 2014 charge. We advised [redacted] that the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM 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 called in May of 2013 to have my radio shut off and they shut my radio off and then charged my credit card $199.00 I was then sent another renewal notice asking me to renew for another yr (2014) I contacted there customer service and all they would tell me is there is a 30 dispute period and could only renew me $20Desired Settlement: refund the $199 charged to my credit card for radio that I did not have and I requested to be shut off!

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request she made in May 2013. She stated after this request she was charged $199.00 and now that the service is up for renewal again she contacted Listener Care and was informed she was only entitled to a refund of $20.00. She is requesting to be refunded the full amount as she did not agree to the charges.

A member of our Corporate Customer Relations team reached out to [redacted] and apologized for all the frustration this issue caused. Upon reviewing the account we found that [redacted] contacted Listener Care on May *, 2013 to activate a one year subscription. She was charged $230.77 for the subscription which included a $15.00 activation fee. This device was previously deactivated in November 2011 and was inactive until she phoned to reactivate in May 2013. As this subscription was active and according to the notes she called to add this one year plan there is no refund due as the subscription was in use. 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.

SIRIUS XM Radio Inc.

Sincerely,

Review: In May of 2014, I contacted Sirius XM to continue my subscription after being given a free trial subscription with my new car. I was told that a six month subscription would cost $33.58. I was told that my subscription would be on auto-renew after the six months, November *, 2014. When I checked to see if my credit card was charged, it was charged $101.18. I called the customer service number on November *, 2014 to find out why I was not charged $33.58. I was told that the agent I spoke with in May did not inform me correctly that when the promotional period ends, I would be charged a different price. I spoke with three different people and the only solution they offered was to downgrade my plan for $68.64. I told them I would be contacting the Revdex.com because this is extremely unfair. This was not my fault and they admitted that the previous agent made a mistake. In addition, I have several family members and friends who have this service and do not pay more than the $33.58 for six months.Desired Settlement: I would like my credit card refunded the difference in price ($67.60).

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. [redacted]’ complaint resulted from the automatic renewal of her subscription. Per the Terms and Conditions, subscriptions will automatically renew until the subscriber calls us to cancel.

On May *, 2014, [redacted] accepted a 6-month package promotional offer on radio [redacted]. On November *, 2014, at the end of the promotional term, this package automatically renewed to a full price package which bills on a semiannual term, charging the credit card on file $101.18.

A member of our Corporate Customer Relations team spoke with [redacted] and explained our auto renewal policy and educated her on how this affects her account. [redacted] opted to accept a 6 month subscription at the promotional price of $33.68 leaving a credit of $67.60 for the unused service; which was refunded back to her credit card. Payment type was changed to invoice and on May **, 2014, the 6 month subscription will renew at our then current rates.

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.

Sincerely,

Review: Charged twice within a month for the same service.

Made many, MANY calls to ###-###-#### to STOP recurring charge withOUT my authorization on April **, 2015. Round and ROUND on Answering service and NEVER received an answer.Desired Settlement: STOP any recurring charges to my checking account without FIRST notifying me.

Business

Response:

May **, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to two charges she stated she received in a month when she did not give authorization for the April **, 2015 charge. She wants the automatic renewal option removed from her account. As per the Customer Agreement your Subscription may automatically renew under this Agreement. Your Subscription will continue for the length of the initial term you select on your plan and at the end of your prepaid Subscription, it will automatically renew for additional prepaid periods of the same length unless you choose to cancel prior to that renewal. In order to cancel your subscription you must call us at ###-###-####. Your account will automatically be charged (or you will be billed, as applicable) at the rates in effect at the time of renewal. Upon reviewing the billing we were only able to locate the one charge of $36.49 which was for a Sirius Select introductory 6-month subscription. A member of the Corporate Customer Relations team reached out to [redacted] and informed her that all accounts renew. She stated she did not give permission to charge her card. We provided her with her options of either setting an end date or setting her account to invoice billing which will charge a $2.00 invoice administration fee where applicable. She declined the invoice option and accepted to have an end date set. Her service will shut down on November **, 2015 unless she calls to add a follow on plan. As [redacted] did not want to discuss any other issue 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.To: [redacted]Attention: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Review: I LEASE A CAR FOR THE PAST 3 YEARS, AND I PURCHASED SAME CAR OS OF SEPTEMBER [redacted] OF 2013,AND THE DATE OF THE ORIGINAL LEASE I PURCHASED A LIVE TIME SERVICE FROM SIRIUS FOR $ 400.00 DOLLARS,ACCT#[redacted], I RECEIVED A BILL FOR $266.31 FOR SERVICE ON JUNE **/12.SIRIUS CHARGE MY AMERICAN EXPRESS ACCOUNT, WITHOUT MY CONCENT, AN STATED THAT I HAVE CANCELLED MY LIFE TIME SERVICE AS OF 07/**/13. THIS IS A CONTRADICTION.IF I CANCELLED 07/**/13 WHAY THEY ARE BILLING ME 06/**/12.WHO? WILL CANCELLED LIFE TIME SERVICES FOR RADIO SERVICE IN THIS CAR.HEN I PAID THE $400.00 IT WAS STAIDED THAT THE RADIO SERVICE WILL CONTINIUINING FOR LIVE EVEN IF A PURCHASE THIS CAR.SERVICE HAS NOT BEEING THISCONECTED AT PRESENT TIME .THANK YOY FOR YOUR KIDNESS AND HELPDesired Settlement: DesiredSettlementID: Other (requires explanation) RADIO SERVICES TO BE CONTINUE IN MY CAR LIFE TIME AS LONG AS I OWN THIS CAR

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a Lifetime subscription that he purchased for his vehicle three years ago. He stated that he leased a vehicle three years ago and on September *, 2013 he purchased the same car so he wants to know why his Lifetime subscription was cancelled. After reviewing the account and contacting him, we found the account had been closed down in error by the dealership as we received a notice informing us this receiver was returned as a used card which would close any plan associated with it.

We have apologized for all the inconvenience this issue has caused and we informed [redacted] that his Lifetime subscription has been reactivated and the balance has been cleared. Since this issue has been addressed we have closed this complaint as resolved.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Review: I was on the phone with Sirius XM on 7/*/2014 and got a radio activated and paid for and they I was offered another radio for $19.99 plus shipping so they total would be $38.00. I asked if that was what would be on my credit card and was told yes, and now there are two charges. One for the $38.00 and another charge for $26.24 which they tell me is the activation, etc. I did not agree to that charge and I requested them to cancel the order all together and was told it could not be done. I was also lead to believe I had 30 days to send the radio back, which has not even been sent to me yet.Desired Settlement: I would like to have the charges refunded and the order cancelled as they lied to me when telling me that it would be $38.00. I have two radios with them already so I know exactly how it works and did not agree to the double charges at the time of my call.

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,

Used Sirius xm radio service from 2008 until 2015. Sold car. Purchased new car. Given 5 mo free service as trial until Sept 9, 2015. Sept 8 cancelled service via telephone with offshore telephone rep. Have received six mailings and several calls weekly since that date saying I owe them amounts of money that vary from $38.54 to $10. Other mailings have requested I return to their services for $20/ mo down to $10/ mo.Returned calls multiple times stating my request but all requests seem to be ignored!