Sirius XM Radio

Review: I decided to try SiriusXM radio and was not satisfied with the selection and audio quality. I called and waited 20 minutes twice to cancel my service so I would not continue to be billed monthly, when I finally spoke to someone both times, I explaind I wanted to cancel, they offered me a year for $99 and when I told them I was not interested, I was hung up on.Desired Settlement: I would like billing to cease and if possible to receive a refund for the service I have not used while this was ongoing that would be an added benefit.

Business

Response:

[redacted]

[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on the [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After review, [redacted] complaint is a request for cancellation of his subscription. On November **, 2015, [redacted] purchased a Mostly Music monthly subscription and paid $30.34; which included a $15.00 one time activation fee via credit card. On December **, 2015, his monthly term renewed, per the terms in our Customer Agreement, charging the credit card on file $13.80. A member of our Corporate Solutions team reached out to [redacted] to further discuss his concern. As requested we have cancelled his monthly subscription and requested a refund of $30.66 which reflects the $13.80 charge from December along with the activation fee. Please be advised that the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

Consumer

Response:

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

Sincerely,

Review: my service ended in March but Sirius XM is still charging my credit card AND the charges changed every month. I have not had any service since March 2013 I did not check my CC statement because I do not use that CC and when I checked it today Sirius XM has been charging my credit card account and different amounts each month. I have called them to tell them they are not providing any service but are still charging my credit card- I did not think there was an issue because I had no service. They said there was a service interruption/ what is a service interruption - when they are taking money and still not providing service and the charges change every month. I told them this is STEALING and they said no its not. So I asked the lady on the phone if someone is not providing a service and taking money from you for the service---what is it called? she was silent. I said STEALING. They are still not going to give me a refund. This is stealing and I am furious. Capital One will be getting the next call. the amounts are Mar-Apr = 14.59 Apr-May = 20.1 May-Jun=14.60. it is not a lot of money but this is stealing and that is what is burning my buns. AND they are telling me they can cancel the account but I HAVE A BALANCE........ OMGOODNESS ARE YOU KIDDING ME? CONCERNED - [redacted] - THANK YOUDesired Settlement: I want account closed and a refund

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 had not had service with SiriusXM since March 2013, but her credit card is still being charged on a monthly basis. She states upon calling she was told there was a service interruption, but it was not cancelled. She is requesting for her account to be closed and a refund of charges from March to June 2013.

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. We communicated with [redacted] via email and informed her that service has been cancelled and a refund of $49.32 was issued back to the credit card ending in [redacted] on 6/**/2013. Should [redacted] 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 bought a car that had demo Sirius radio from the dealer. The demo expired on April**, 2013. I was contacted on several occasion from Sirus concerning keeping the service. When I found out that the "only way" to pay for the service was via credit card, I told them that I would let the service expire. Sirius service did not expire on that day and they continued to contact me via phone and mail. I did not accept their calls or responded to their letters. As far as I was conerned, their service was no longer needed. Now I am being asked to pay for the service tthat did not end nor I did not approve" Now I am being hounded daily about collection of this debt.Desired Settlement: I should not have to pay for service that I did not approve or use.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. We’ve investigated their complaint and have found it to be an invalid concern. [redacted]’ complaint states her pre paid service expired in April 2013 and when she contacted Customer Service she was informed the only way to pay for service was via credit card so she decided to let it expire. She states that now she is receiving notices in the mail and phone calls informing her of a past due balance. We have reached out several times via phone and email but we were not able to speak with her to discuss her concerns. After reviewing the account we found that [redacted] had signed up for a 5-month promotional plan via check and this was the reason the account had continued after the pre paid service.

As a gesture of good will, we have closed the account and cleared the balance so all contact will stop within 7-10 business days as there is now a $0.00 balance. Please inform [redacted]’ to contact us should she have any further questions or concerns.

Sirius XM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’ 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 called Sirius xm to get the product activated in my 2012 Chevy Cruze on Sunday July [redacted]. As I spoke to the represenative, we figured out a plan that would better suit my needs financially. Which was a monthly charge recurring on the [redacted] of every month for one year. I was on my way home from out of town at the time and told her I could not afford to pay the full yearly amount at one time, hence the monthly plan. When I get home Sunday night, low and behold the entire charge had been taken out of my bank account leaving me with 30.00 dollars to get by on for the week. The other problem is, now since they took the whole amount out, I will receive negative bank caharges due to this big mistake on their part. The reason I did not want a pay in full yearly subscription. I call today and they tell me they will not be responsible for the overdraft charges when I clearly think they should be, because I did not authorize a full payment. Needless top say th whole conversation was taped on their end proving that. They changed the billing, but said they were not responsible for any charges incurred to my account. I think they should be every bit responsible due to the neglegence of the rep I spoke with that day assuring me that only 16.00 and some odd cents would be charged recurring every month on the [redacted]. The operator I spoke with today agreed with me that it was wrong and he would be upset too, but his superiors would not allow him to credit me anything. This is neglegence on their part, and should rectify any bank charges I may incur. Thank you very much [redacted]Desired Settlement: I expect Sirius xm to pay for any negative charges incurred to my bank account due to their neglagence and unauthorized charging of my debit card, and should offer some kind of courtesy service on top of that. That is the least they can do for causing me to have to survive on 30.00 dollars for a week.

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]s to express our concern and offer a resolution.

[redacted]s states he contacted SiriusXM on 7/**/2013 to activate service and after discussing a plan that would suit his needs, he agreed to a monthly reoccurring charge on the [redacted] of each month for one year as he could not afford the full year at one time. He states the full charge was debited at one time causing overdraft fees and upon calling he was told by a representative that SiriusXM was not responsible for these fees. He is requesting for SiriusXM to pay for the OD Fees that occurred.

Our attempts to reach [redacted]s via phone and email have been unsuccessful to date. We apologize for any inconvenience [redacted]s experienced and we ask that he contact us at our Corporate Customer Relations Department so we can further discuss his complaint and come to a resolution.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

###-###-#### [redacted]

Review: I am currently being harassed by Sirius XM employees day and night about an attempt to charge my account for $100. They NEVER sent me notification of my subscription being over and I do not currently even have the vehicle that possessed the capabilities for satellite radio. I called Sirius to cancel my account 7/** and was told that the apropriate documentation had been filed. I am totally disgusted by the practices of this company and how they attempt to stal money from the public for an overpriced service. This will be the SECOND TIME have had to file a complaint to Sirius for their shady practices. They should not be calling me at 8 o'clock at night harassing me over money they don't deserve NOR will they be receiving.Desired Settlement: 1.) They will NOT BE RECEIVING PAYMENT FOR A SERVICE I CANNOT ENJOY 2.) They need to stop harassing me after business hours 3.) I want my information totally removed from their system 4.) I want the woman I spoke to who LIED TO ME and told me my subscription was cancelled to be held responsible

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 that she is being harassed by SiriusXM employees in attempt to charge her account for $100.00. She states she never received notification of her subscription being over and she no longer had the vehicle that the radio was in. She states she called on 7/**/2013 to cancel service and wants SiriusXM to stop harassing her and to have her information removed as well as the representative she spoke with, held responsible as she states she was lied to and told her subscription was cancelled.

Our attempts to reach [redacted] via phone have been unsuccessful to date. 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. Promotional rates only apply during the initial term, after that time period our then current rates take effect. After reviewing the account, we saw service renewed on 7/**/2013 and on 7/**/2013, notes on the account do state that [redacted] called to cancel service as she sold the vehicle and she was offered a replacement radio and she stated she would review the website and contact us back. No further changes were made to the account that day. We would like to inform [redacted] that we have closed service on her account on 8/*/2013 and upon cancellation, there was a balance of $11.16 remaining; which has been credited to reflect a $0 balance. We have updated the account with her request to not to contact her and 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 systems. We would like to inform [redacted] that she could also find more information about this process by accessing the following link [redacted] 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 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 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: Without prior warning (at least anything on air apparently) the channel "40s on 4" was replaced with an all Billy Joel station for three months. I've contacted Sirius XM and had been told I would be able to listen to the channel provided I downloaded their application. However this would eat up my data plan while trying to use a service I'd already had.Desired Settlement: I want the return of 40s on 4 to return to its original channel.

Business

Response:

April **, 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the programming change on 40’s on 4. He stated that he downloaded the application to be able to use this service online however the usage would eat up his data plan so he does not feel it is fair to have to pay for a program he already had. He would like to have the 40’s on 4 channel return to its regular programming.

A member of our [redacted] team reached out to [redacted] and apologized for all the frustration this issue caused. We informed him that we have forwarded his feedback to the appropriate department and explained that per the Terms and Conditions we reserve the right to change, rearrange, add, or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to the customer. We offered to add the internet service so he could listen online and through his phone but he declined as he was worried about the service using his data plan. He stated that he wanted his subscription closed and he was not sure if he would be reactivating in June. We confirmed that his subscription was closed as requested and a refund of $130.98 was issued back to the credit card.

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.

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 have not seen the return of 40s on 4. Furthermore, I had not stated I downloaded the app and was not informed of Sirius XM's terms and conditions to change, rearrange, etc. programming.

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

Sincerely,

Business

Response:

April **, 2014

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the 40’s on 4 programming not returning.

A member of our [redacted] team reached out to [redacted] and apologized for all the frustration this issue caused. Again we informed him of the recent channel changes and informed him that the 40’s on 4 programming will return in June 2014. We again offered him the online listening subscription which he declined and stated that his subscription is currently closed and he is not sure if he will be coming back in June. We again apologized for his frustration and we confirmed we were closing this complaint as resolved.

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

SIRIUSXM Radio Inc.

Review: My wife and I were called by a representative of SiriusXM Radio to renew our contract. The deal was 6 months for $25. We were uninterested in that offer. After a short conversation with the sales rep, the rep told us that we could get the proposed deal, cancel when the 6 months were up and shortly after we would be called with the same offer. We liked that and asked them to put it in writing. The rep said they would put it in writing after we paid for the initial 6 months. The rep said they were not permitted to put it into writing before we paid due to company policy. After we paid we did get an email but the offered deal had changed. What we received in writing was a confirmation of the initial 6 months for $25 and an additional 6 months for $90.

When we called SiriusXM about this issue, they did not care at all that one of their sales reps flat out lied to us. After a long phone call and several supervisors, they refused to rectify the situation on our current subscription, the best they would do is give us an extra month when we renew the our subscription.Desired Settlement: We would like the free month they offered to be on our current subscription and not any future subscription we may or may not have.

Business

Response:

[redacted]

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a promotional subscription he accepted with the understanding his subscription would be closed at the end of the deal. He stated he received a email informing him of the promotional subscription and then he was informed of the renewal that would take place for approx $90.00. He would like his free month of service honored and an end date set so the subscription does not renew.

After reviewing the account and speaking to [redacted] as her husband was not available, we informed her that per our Terms and Conditions a subscription will automatically renew for the same length of service at the regular rate unless a cancellation request was made prior to the renewal. As a onetime courtesy we offered to reset their promotional subscription so that they would receive the extra month of service they were offered and we have set an end date as requested so the service will not automatically renew.

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

SIRIUSXM Radio Inc.

Review: I cancelled my subscription for the first time over three years ago. Since then, they have been contacting me every year to update my billing information so that I can be charged for the yearly subscription. Two years ago I told them that I had cancelled the service and they said they didn't have a record of it. After spending a long time on the phone with a representative, they told me that my subscription has been cancelled. One year ago, the exact same thing happened again, with the representative telling me that my subscription has been cancelled. Now I am receiving emails and telephone calls trying to get me to update my billing information again.Desired Settlement: I want my subscription actually cancelled, my account information deleted, and to never be contacted by anyone from this company ever again.

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 three years ago. He stated each year he is contacted and he is asked to update his payment information. He stated that every year he is informed the issue was resolved however he continues to have to call to address these same concerns. [redacted] wants to speak with someone who can confirm his subscription is closed and to make sure all these mailings stop.

A member of our Corporate Customer Relations Team reached out to [redacted] and advised him that there are no records of any cancellation prior to October 2014 so his subscription continued to renew per the Terms and Conditions. The only note on the account Prior to October 2014 was an activation call that was made on September **, 2009. We did close his subscription as requested and we cleared the balance that was due. [redacted] also wanted to be placed on our Do Not Contact list so we have updated his contact preferences and advised him of the time frame. As all his concerns were addressed 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: 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 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 was charged on my Discover card October 2014 to April 2016 for XM radio. I noticed the charge and called Sirius. They insisted that "someone" had called to reactivate my service in October 2014 and requested to be billed twice a year.

I have NOT had satellite radio service in my car during these time periods. They could not produce any kind of documentation - a signed contract or voice recording - that would confirm my order, just a notation of a "telephone call." I insisted they credit all charges from October 2014, but they said could only credit the April 2016 charge.

To reiterate - I have NOT had XM radio service in my car since 2013. I purchased a new vehicle in 2012 which had XM service but opted not to renew after the promotion over. I purchased the car under my former married name, [redacted].Desired Settlement: For Sirius XM to credit all charges on my Discover card from October 2014.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to a complaint with your agency. After researching [redacted] account, it was found that her complaint regarding charges to her credit card resulted from the automatic renewal of her subscription which was cancelled and then subsequently reactivated. On August *, 2013, [redacted] contacted us to cancel her subscription on radio [redacted] (2012 Hyundai Elantra), in lieu of cancelation, she accepted an annual subscription at a promotional rate. A onetime credit card payment was made for the owing balance. On August *, 2014, at the end of the promotion, her subscription renewed at our then current rate and an invoice was sent for $196.06. On September **, 2014, when payment was not received, the subscription went into a non-pay status, suspending the service and an invoice was sent for $25.99. On September **, 2014 a late fee of $5.00 was added to the outstanding balance. On October *, 2014, the service was cancelled and the balance was written off. On October **, 2014, the subscription for that same device was reactivated on a 6-month promotional rate subscription. A credit card payment was made for the owing balance of $30.50 and left on file for future charges. On April **, 2015, October **, 2015 and April **, 2016, the 6 month subscription renewed, charging the credit card on file $111.14. On May *, 2016, [redacted] called us requesting for cancelation of this subscription; which we processed and a refund of $111.14 was issued. A member of our Corporate Solutions team spoke with [redacted] regarding her concerns. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. As there was no prior request for cancellation, we informed [redacted] that we will be unable to refund the charges from October 2014. However, as a courtesy, we provided her with an additional refund of $111.14. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

I was given a sirius radio for father's day 2015. I did not want their radio or service! I contacted them the following day and found that my daughter would be billed monthly for the service and told there would be a $50.00 cancellation fee to terminate the service. There is a, supposed , 30 day satisfaction guarantee. After talking to 8 different reps, and being put on hold too many times to count, I finally got a return number for the radio to be returned and a refund and a supposed termination of service. Hopefully, this is the end of my less than 24hr experience with sirius xm. We'll see, I hope I never have to deal with them again!

Extremely frustrated with this organization which bills you for a years service without any authorization. This has happened 2 years in a row. The customer service rep took care of the credit, but why has it happened 2 years in a row . . .
so wrong!

I can't believe Sirius XM has an A- rating from Revdex.com. I got a renewal notice in August and called to cancel the service. Three times I was cut off in the middle of the call, at the same point in the spiel each time. First they try to get you to listen to their "special" deals, and if you still won't bite the phone goes dead. Finally on the 4th or 5th attempt, I got someone to agree to cancel my service. Then today, I get a robocall from Sirius saying my service was renewed and I have accrued a balance. I called them and they show the cancellation but claim I cut off the call so they weren't allowed to cancel. They tried AGAIN to give me the special deals and I had to shout them down, demanding that they cancel my service. My recommendation is to NEVER, EVER get involved with Sirius. If you but a new car and they offer a free trial, DEMAND that the car dealership takes it off. I'm not kidding - I've never had such a bad experience.

my renewal was coming & chose to not renew when I called to stop service they kept hanging up on me about 5 times then the emails started with phone calls I told them to stop contacting me they wouldnt listen till I filed complaint with attorney general the only people to answer phones are in the philipines they are the rudest people alive

Review: I paid for 6 months only of siriusxm radio and decided I longer needed the service due to paying for something not used. The radio service has been calling my home and I informed them I was not renewing my service, learned today after contacting them in refernce to a bill received they decided to automatically renew my contract which (1) was not mentioned during business transaction and (2) they sent me a bill again and as soon as I got tired of repeating myself I informed the young lady my answer is no to everything she is suggesting to me she puts me on hold come back to tell me I have a $30 charge for renewal started on 8/**/13 and I informed her she and the company was incorrect and that I would be informing Revdex.com. I also told her it was illegal to do such an act to anyone she tried to sell me other services still and I decided to tell her to have a nice day, I should not nor anyone else that has experienced such a scam regardless of small amount and that I would not being paying for a service they took upon themselves.Desired Settlement: have it removed or cancelled and to start being honest with people that does keep their service and contact me via phone and letter stating the charge has been removed. Thank you

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to an automatic renewal that [redacted] requested not take place as she informed Customer Service she did not want to continue with the service when they called her after her 6-month plan expired. She stated she is now being informed of a balance due for time used and she would like this removed as the agent did not cancel her account as requested. After reviewing the account and contacting her, we found when she states she was contacted by Customer Service she was not sent to the Cancellation Department and because of this the service had continued to renew as per the Terms and Conditions. When the service was cancelled there was a balance due for time used which she would like removed as she was never informed of the proper process.

As a courtesy we have removed the balance from the account and apologized to [redacted] for all the frustration this issue has caused. We informed her of the Terms and Conditions and the Cancellation Process which she stated was never explained to her. 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]’ 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,

Charlene Gyetche

Sirius XM Corporate Customer Relations Team

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.

They removed the fee of $30 plus was being removed and that I could contact them directly at Corporate Office if I wish to renew my service and personnel will be informed of proper procedures in reference to customers.

Sincerely,

Review: Still waiting for a refund of $107.XX that was discussed with the service rep July *, 2914. Initially they sent it to an address of which I have not lived there since March 2006. I have made multiple attempts to get this issue resolved and still have not received my refund. Every time I call I get someone out of the United States and they tell me they cannot transfer me to the US! I cancelled my service a short time after that to which I received the remaining balance of $204 though I have still not received my initial refund!Desired Settlement: It is so disappointing that as a customer of over 10 years this could not be resolved to the point where I just cancelled my service completely. It is even more disappointing that I could not speak with someone in the US customer complaint department, only told that I needed to write a formal complaint to Sirius!!!

WHAT POOR CUSTOMER SERVICE!!!!

IF YOU HAD SOMEONE TO COMPETE AGAINST, I AM SURE THIS WOULD HAVE NOT GONE TO THIS LEVEL!!!

SHAME ON THE GOVERNMENT FOR LETTING THIS MERGER TAKE PLACE, BETWEEN SIRIUS AND XM!!!

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a refund check he has been waiting for since July *, 2014 for $107.00. He stated he was informed it was sent to the wrong address so he would like this issue addressed so he can receive his refund.

A member of our Corporate Customer Relations Team reached out to [redacted] and informed him as his credit card was removed from the account this is why the refund was issued via check. We advised him that we would send a request to cancel the check refund as it was sent to the wrong address and we would refund him back to his credit card should he be willing to provide us with the credit card information. We issued the refund of $107.43 on September **, 2014 back to the credit card and advised him this process can take 7-10 business days. [redacted] has out contact number should he have any further questions or concerns.

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,

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 previously called to cancel my Sirius XM service and a representative told me of my credit due and informed me I would be refunded my remaining account credit within 7-10 business days and it would be sent out immediately. 2 weeks have gone by and still no refund in the mail. On January **, 2015 at around [redacted]. I spoke with a customer service representative, he wasn't able to help me and directed me to his supervisor. The supervisor spoke to me with so much disrespect I had to end up hanging up the phone. First, he addressed me by my first name and told me what I was asking for was "not going to happen." I later called back at around [redacted] and spoke with someone by the name of [redacted] on the same day. Before speaking to [redacted], the automated voice service stated that I had a credit of $95.34. [redacted] tried everything possible to get the accounting department to issue my refund, but they told me they could only credit me the amount owed if I returned back to their company. I told them this was not acceptable and they have no right to hold my money. I then asked for [redacted]'s supervisor and he transferred me to [redacted] at about [redacted]. [redacted] repeated what the accounting department said. I am very upset and know they have no right to keep my money.Desired Settlement: Refund

Business

Response:

February *, 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 her recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint regarding not receiving a refund was due to a misunderstanding regarding a service credit that she had been provided. The credit provided was intended to be applied towards future subscription costs and was not refundable. A member of our Corporate Customer Relations team reached out to [redacted] and explained to her that the credit placed on her account was provided by the dealership as she missed nine months of her original audio trial that she was entitled to. This credit would be a non refundable amount. [redacted] is currently on an annual subscription at a promotional rate; which will renew on February **, 2015. We informed her that we would provide her with another annual subscription at the promotional rate and advised her that the $95.34 service credit will cover the cost. We apologize that [redacted] was left with a negative impression of our SIRIUS XM Customer Care and should she have any further questions or concerns, SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [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]###-###-#### (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,