Sirius XM Radio

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

Business

Response:

[redacted]

Hello Mediator,

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

A member of our Corporate Customer Relations team spoke with [redacted]’ and informed her that we have cancelled the trial subscription on her vehicle as she requeted. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

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

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

Sincerely,

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

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

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

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sirius XM customer service called me and gave me an apology for not allowing me to cancel my service. They cancelled it and refunded the money they had t taken from my credit card. It appears they obtained my new credit card number from [redacted], and that is not an illegal action (can you believe that!) for them to do so.

Sincerely,

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

Business

Response:

Hello Mediator,

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

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

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

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

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

Business

Response:

Hello Mediator,

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

We have updated [redacted]’s account with his request not to contact him with solicitations. We would like to advise him that while we will make every effort to remove his phone number from our lists as soon as possible, it can take up to 10 business days to completely update all of our systems. During that time it is possible that he may receive a few more calls due to campaigns still in progress. We would like to inform [redacted] that he could also find more information about this process by accessing the following link [redacted]. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

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

Business

Response:

Hello Mediator,

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

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

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

Sincerely,

Sirius XM Corporate Customer Relations Team

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

Business

Response:

[redacted]

Hello Mediator,

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

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

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

Review: 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: 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,

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

Business

Response:

January *, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint ID [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to phone calls he continues to receive however he requested cancellation as he did not want to continue. He stated he was recently informed he was turned over to collections as all subscriptions automatically renew. A member of our Corporate Customer Relations team reached out to [redacted] and advised him upon reviewing his account we found that [redacted]’s subscription automatically renewed per the Terms and Conditions a there was no cancellation request. As a gesture of good will we have removed the balance that was due for time used and we confirmed the subscription was closed. We also updated the contact preferences to Do Not contact and informed [redacted] this process can take 7-10 business days to completely update all our campaigns currently in progress. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Review: 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])

They charge me $15 every time I have to call customer service. Unacceptably greedy. I want to see them fail and go out of business.

20 minutes on the phone to cancel a service I never renewed as the customer service rep tried to bully me to take a survey and bombard me w/ repetitive questions (name, address etc.) while they still tried to sell me radio packages.
They tried to bill a non-active credit card I had with them when I used their service prior. When they couldn't charge the card they tried to say I owed them for charges even though I never resigned for service.
I never signed up for auto-renew and I'm sure what they attempted to do is illegal and mirrors what they have been doing for years in which a slap on the wrist isn't going to deter their immoral antics.
I could never allow myself to ever sign up for their service as a matter of 'not pride' but as a matter of common sense that they will try it again if giving the chance.
It's a shame that they must have brainwashed the service reps to ignore anything from the customer if it isn't related to making them money.
By far the worse company on the stock exchange with any earnings.

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!

Review: I received a letter on April **, 2013 from Sirius satellite radio informing me that they were giving me 3 free months of satellite radio. I called them on April [redacted] and worked with them to get my car radio activated that day. On or about June [redacted] I received a letter from them saying they were shutting off my service on July [redacted]. I called them on or about June [redacted] reminding them that the service was activated on April [redacted] (which they agreed was true) and that my service should not be discontinued till July [redacted]. Their customer service (if you want to call it that) also screwed me over and gave me the run-a round. The first man I talked to said he couldn't continue service till July [redacted]. I argued and said the full 3 months didn't end till July [redacted]. He put me on hold while he talked to a supervisor (Now I don't believe he actually talked to a supervisor) and when he got back on, he said if I was to subscribe, they would credit my account for the 26 days. I said NO! I shouldn't have to subscribe just to get the other 26 days that they promised me for free. He put me on hold again and when he got back on, he said I would receive the other 26 days-no problem. He transferred me to someone else who refused to do anything. I informed the 2nd person that the first person I talked to was approved by a supervisor to give me the other 26 days. I then asked him to put a supervisor on. He said a supervisor would tell me the same thing that he did, but he would put him on. I don't think he even tried to get a supervisor because he put me on hold for 5 minutes till I hung up. I called again with no luck--just the run-a-round. They refused to continue my service till July [redacted]. Instead they shut off the service on July [redacted]. Although the service was free to start with -- THIS IS BREACH OF CONTRACT. I even went to their Facebook page, gave them my Radio ID Number (which connects the service to my car radio, specifically) and told them to just leave the radio on till July [redacted]. They refused. And you guessed it--more run-a round. After getting screwed over by them, I wouldn't trust them with my e-mail address or phone number. The least they should do is give me 26 more days of service. After all I went through, though, I think they ought to give me AT LEAST 3 more FULL months of serviceDesired Settlement: Once again, they OWE me 26 days of satellite service. After all the run-a round and lying they did, they should give me AT LEAST 3 more FULL months of service.

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 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,

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: 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: in September of 2015, I bought a new car and XM radio came on it. As a result, I shut off service to the car I traded in and my account was closed. On December **, 2015, I began the process of changing my expiring trial on satellite radio over to a cheap, music only package. After the chat system failed, I contacted their direct number. Talking to "Chris" , I was told since my previous vehicle, a 2008 Saturn Outlook that I traded in, was still on my account and it had a free trial until March. He said it may be possible to move it over to the current account I thought I had on a 2015 Chevrolet Impala. I said, since they closed at 11:00 PM and it was 10:40 PM that I would call back tomorrow and settle it, since I thought my radio would be on until the end of the day on the [redacted]. After not being able to wait 50 minutes on hold today, December **, 2015, I went to online chat. I was told that I had no active radios on my account. When I discussed the information with "Maggie", she said that I did have another car on the account but it was NOT activated. Instead, that someone else had activated it but it was still on my account!

I asked to contact a manager, she would only give me the generic [redacted] number.

Later, I attempted another chat and asked for a phone number, frustrated that no one would give me an explanation. I threatened that if it was not dealt with that I would contact the Revdex.com or other groups. This made me worried that someone could start their own service using my credit card number.

Later, at 3:50 PM, I called again and got a call back. I immediately asked to speak with a manager. When I did, the gentleman I talked with once again said that I had No active radios. When I asked him several times to clarify why I could not have this "free trial" I had been offered by "Chris" he would not say anything. When I asked to speak with the manager, he called me "Ma'mm" twice, which offended me.

Then, the manager picked up. I told her that I was a man, she went off on me with the most disrespectful phone call I had in my life. First, she accused me of being emotional, which I said I was offended, and I calmly explained the whole situation and how I was told a lie and also that I was concerned that my credit card could be charged by someone else. She admitted that "Chris" had made a mistake. that the radio in the old car was activated but no, it was not for me but for a dealer. She also told me that my radio had been shut off as of 4:34 PM (While I was on the phone, it was shut off when, as far as I knew, it should have been on until midnight) While she could not transfer the item over, she would not make it right. When I asked for an explanation and asked why someone would lie to me and then the company not make it right, she would not answer. After this, I said I would take the discussion further and involve the Revdex.com or the Indiana Attorney General, she said, "That's your decision".

I have NEVER dealt with such rudeness, disrespect, and blatant deception in my life! If I were to talk to someone like this in my business, I would be unemployed and my workplace would be in trouble. Calling me "Ma'mn" twice is insulting, and the manager's admission of guilt about the misinformation but unwillingness to make it right, or even apologize, is HORRIBLE customer service for a publicly traded company. I have never felt so insulted in my life by a company.Desired Settlement: I desire to make this right by

1. 6-12 months free, complete service

2. An apology from Sirius XM via letter or email

3. Improved customer service training in how to correctly describe practices.

I will ask to keep my correspondence via email, as I am hurt by this situation.

Business

Response:

December **, 2015 The Revdex.com Serving Metropolitan New York Mediator [redacted]

[redacted] Re: Revdex.com Complaint [redacted], Duane L D[redacted] Hello Mediator, Thank you for contacting Sirius XM on Mr. D[redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching Mr. D[redacted]’ account, it was found that his complaint relates to frustration he experienced with Customer Care when attempting to get some answers after being advised that there was another radio activated on his account that he no longer owned. On September **, 2015, Mr. D[redacted] called us to cancel his subscription on radio ID [redacted] (2008 Saturn Outlook); which we processed immediately. On December **, 2015, his 3 month trial subscription ended on radio ID [redacted] (2015 Chevrolet Impala) and a monthly Mostly Music subscription was purchased. A member of our Corporate Solutions Team reached out to Ms. D[redacted] via email as he requested, to discuss his concerns. We apologized for any inconvenience he experienced with the miscommunication he received when trying to continue with service on his Impala after his trial ended. Service on the Saturn Outlook was not active on Mr. D[redacted] ‘account, however the radio ID is still visible, but is active under another account provided by the dealership and this vehicle was resold. Mr. D[redacted] will not be charged for any services on radio ID [redacted] as this in no longer active on his account. As a gesture of good will, we have issued a refund for the $12.95 that he paid for the monthly Mostly Music subscription and we provided him with a six month Select subscription at no charge. A Future Deactivation Date (FDD) was set for June **, 2015 to prevent auto renewal of this subscription. We informed Mr. D[redacted] that should he wish to continue with service after this time to contact us. In addition, we would like to inform him that the customer service agents who he spoke with will be retrained. 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 Mr. D[redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

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. Also, the agent involved in the process, Tristan M[redacted], was helpful and professional. Thanks for the assistance, I appreciate the speedy and respectful response.

Sincerely,