Sirius XM Radio

Review: Unauthorized charges taken out off my bank account

On 6/**/15 I authorized a one time payment to SiriusXM for $28.46. I checked my bank account & had charges for $49.63 pending, which I did NOT authorize. I spoke with 4 people today, one online - [redacted], one supervisor - [redacted], & 3 customer service reps, all of who had an extremely difficult time understanding what my issue was. I am upset & requesting a FULL refund because I was not made aware of these charges prior to authorizing a one time charge. When I called I was told that because there was a past due balance on a separate account & radio listed under my name the $49.63 was an authorized charge as well as the $28.46 charge. I was also told I agreed to have my credit card information on file, which I also did not. I was told by one rep - [redacted], that my money would be refunded in 3-5 business days. I told her that was unacceptable because my money was immediately debited, it should be immediately credited. I spoke with [redacted] afterwards who told me that was not possible. I was told by [redacted] to contact online support & file an online complaint, neither of which were useful. The online "dispute" was a customer service survey & the chat support was not able to assist with anything & gave me the telephone # for billing. NOWHERE ON https://mcare.siriusxm.com/ (which is the website I accessed) does it state that the credit card used will be stored on file, that SiriusXM can debit ANY amount when they see fit, that the credit card used will be charged anything other than what I submitted to, which was $28.46. I have screenshot the pages I accessed inn case they try to dispute any of the above information from their website. These unauthorized charges were fraudulently debited from my account. NEVER did I agree to pay anything above $28.46. I was not aware of the $49.63 charge until AFTER I authorized the online one time payment of $28.46.Desired Settlement: I would like my $49.63 to be refunded because it was an unauthorized charge. I would also like ALL OF MY PERSONAL INFORMATION, including any & all demographic information & credit card information removed from anything pertaining to SiriusXM. I do not want to be contacted in the future by them concerning any promotions, special offers, or service.

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 her recent experience led to a complaint with your agency. We have investigated [redacted]’s complaint regarding being billed the incorrect amount and determined it was due to a previous owing balance combined with a promotional rate subscription she was offered.[redacted] was offered a promotional radio offer on April **, 2015. Per the Terms and Condition of this purchase, the radio will be auto activated on the account upon shipping. On April **, 2015, radio [redacted] was activated on her account. An invoice for $20.42 was issued for the $15.00 activation fee and $3.42 for service from April **, 2015 to April **, 2015 to align with her billing cycle. On April **, 2015 the service renewed again for a full month and an invoice was sent for $37.49. On May **, 2015, the monthly subscription again renewed and another invoice was sent for $56.56. On June *, 2015, [redacted] contacted us inquiring about promotions available and was offered a five month subscription at a promotional rate of $22.77. Due to a previous balance of $42.33 for used service an invoice was sent for $67.10. On June *, 2015, service went inactive for nonpayment, leaving a balance of $44.63 for used service. A $5.00 late fee was added to this amount on June *, 2015. On June **, 2015, [redacted] added her credit card to the account and due to the owing balance, her card was charged $49.63. We reached out to [redacted] to further discuss her complaint, but have been unsuccessful to date. We would like inform [redacted] that service has been cancelled on her account and a refund of $49.63 will be issued via check as the credit card has been removed off file. Please be advised that the average turnaround time for refund checks to be issued is 10 to 14 business days. At [redacted]’s request, we have updated her account with her Do Not Contact request, to include mail and email as well. While we make every effort to honor her request as soon as possible, please allow 3-5 business days for email and up to 30 days for mail requests to completely update in all of our systems. Also, Do Not Mail requests expire 3 years from the date of request. 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]’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: Hi, I had signed up early this year for a 5 month for $20 special. I specifically instructed them to not auto renew my service at the end of this period. I've done this before with XM and had no problems. I looked at my credit card statement today (from August) to see that they have charged me $51.22 on 8/**/15. I did not authorize this charge. I tried using the online chat feature of the Sirius website but they made me call [redacted] and I spoke with Ava B[redacted]. She was insistent on trying to sell me more service even though I clearly told her I had no interest in that. She would only give me a pro-rated refund even though I told her that I never authorized these charges. Please check your recordings of my initial phone call and you will hear me say to not auto renew and your agent agreed. I would like 100% of my money refunded please as this was not authorized. I will also be contacting my credit card to dispute the charges.Desired Settlement: Please give me a full refund

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: SirusXM sends an invoice to the house for $102.76. They follow up with (an automated predictive dialer) phone call to the house indicating my bill is past due. I return the call, their database is unable to find my number (the same one they called) which forces me to be confronted by a claims person. I indicated, I did not think the product was worth the quoted rate. The claims person, in a cryptic plan, takes me through a series of cost reductions all while shadowing the actual price with fees and one-time charges. When I finally tire of the shell-game, I indicate I am not interested. The claims person then terminates the service and indicates I have an outstanding balance due of $11.57 for 10 days usage past my renewal date.Desired Settlement: I received an introductory subscription to sirusxm with the purchase of a new car. Sirus repeatedly called the house, and I agreed to a +-1/2 yr plan, I had no idea they would pursue me with fees if I chose not to renew. I think they'de have a more favorable image with the public if they were straightforward with offerings and rates realizing they are competing with no-cost streaming apps and public air waves for listeners. The business of deploying collections people to hound customers you'd like to retain seems counter-productive, why not lower the staff and the rates? Do not attempt to hit my credit report with this unauthorized charge...

Business

Response:

October **,

2015[redacted]

[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 [redacted]

account, it was found that his complaint resulted from the automatic renewal of

his subscription following his purchase of a promotional offer. Per the terms and conditions in our Customer

Agreement, subscriptions automatically renew, at the rates in effect at the

time of each renewal, until the subscriber calls us to cancel. On March **, 2015, [redacted] purchased a

semiannual subscription at a promotional rate for $30.46. This term was due to start on April *, 2015,

once his trial subscription expired. A

confirmation email was sent to [redacted] on March **, 2015, detailing the

terms of the renewal and advising him of the upcoming charges. On May *, 2015, a check payment for $30.46

was posted to his account. On October *, 2015,

at the end of the promotional term, his semiannual subscription automatically

renewed at our then current rate, and an invoice was sent for $102.76. On October **, 2015, [redacted] requested that his

subscription be cancelled, which we immediately processed, leaving an owing

balance of $11.57 for used service since renewal.A

member of our Corporate Customer Relations team spoke with [redacted],

explained the automatic renewal of his subscription and addressed his concerns

by confirming that there are no active subscriptions and as a gesture of good

will, we cleared the $11.57 balance so his account now reflects a $0

balance. Should [redacted] have any

further questions or concerns, we ask that he contact us utilizing our contact

information below.SiriusXM

values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve

[redacted] concerns. If you’d like to

contact us regarding this matter, please use the information listed below.SIRIUSXM

Radio Inc. [redacted]

[redacted] Sincerely,[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.I have received an invoice for the disposed amount since this resolution has been articulated. I'm assuming I will not be contacted again about this matter.

Sincerely,

Review: Sir or Mam;

I purchased two lifetime subscriptions for Sirius XM Service for our vehicles at the cost of $499.00 per subscription. At that time I was told that I could transfer these subscriptions to any new or used vehicle purchased that had Satellite Radio for an additional fee of $75.00 dollars. Matter of fact last year I replaced my wife's vehicle and Sirius XM charged me the $75.00 dollars to transfer the lifetime subscription to her vehicle, not a problem.

Yesterday I traded in my vehicle so I contacted Sirius XM today and they said that if I purchased the subscription between certain dates that I can not transfer the lifetime subscription to another vehicle. What does lifetime mean then especially after spending $1,000.00 dollars?

Respectfully,

[redacted]Desired Settlement: All I'm asking for is to have Sirius XM transfer my lifetime subscription from my 2012 Mini Cooper to my 2013 Jeep Wrangler, I'll even pay the $75.00 transfer fee. If Sirius XM won't transfer the radio subscription from one vehicle to another then I would like my $499.00 dollars refunded to me since they are not honoring their lifetime subscription. I look forward to hearing from you one way or another.

Respectfully,

[redacted]

Business

Response:

[redacted]

[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 [redacted] account, it was found his complaint is regarding the transferability of his Lifetime Subscriptions. Per the terms and conditions of the SiriusXM Customer Agreement when the subscriptions were purchased, the transferability of a Lifetime Subscription depends on whether it is associated with a home, portable, or dock & play receiver or whether it is associated with a receiver installed by an automaker or an automotive dealer. A member of the Corporate Solutions team reached out to [redacted] and reviewed the terms and conditions for his lifetime subscriptions. When a Lifetime subscription is purchased for a vehicle, the subscription is non-transferable and non-refundable. We transferred his Lifetime Subscription from his 2012 Mini Cooper to his 2013 Jeep Wrangler, as a courtesy, and informed him that if this vehicle is traded in, the Lifetime Subscription will not be transferred again. We also agreed to allow one further transfer on the 2012 Escalade as a gesture of good will. 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 ###-###-#### ([redacted])

Consumer

Response:

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

Sincerely,

Review: I purchased a radio subscription/system for a friend in 2009 and had everything set up in my name, my credit card information. In March of 2011, I no longer wanted to be responsible for his account, so I called and provided them with all of his information. Within 3 months, I started receiving phone calls harassing me that my account was past due. I called Listener Care every time and verified my information as well as his. In December of 2011, I set up my own account. My account has always been in good standings, however, it never fails every 3 months, I would get the annoying phone calls. EVERY 3 MONTHS LIKE CLOCK WORK!!! I would remain on the line and wait for a representative to verify my information and it never changed a thing. June must be his renewal month b/c again, I am receiving the phone calls. This time however, he must not be paying his account, because I have received the following forms of communication on the following dates with the following actions: 6/*/13 CONFIRMATION # [redacted] THAT IT WILL BE RESOLVED 6/**/13 GOT AN EMAIL AND I REPLIED 6/**/13 GOT A PHONE CALL BUT WAS DISCONNECTED AFTER BEING ON HOLD FOR A LONG TIME TO NO AVAIL 6/**/13 GOT A YELLOW NOTICE IN THE MAIL 6/**/13 CALLED YOU AND WAS GIVEN CONFIRMATION #[redacted] 6/**/13 GOT A CALL AND SPOKE WITH AMY WHO WAS TRYING TO TRANSFER ME TO A SUPERVISOR, GOT DISCONNECTED 6/**/13 ANOTHER EMAIL WHICH I REPLIED TO I have had enough. I have done absolutely everything in my power to resolve this. It is no wonder his account is past due, because he doesn't ever get any notice, I do. When my account is up for renewal in December, I will not opt to do so. Not because I don't enjoy the radio or the stations, but because their customer service is the absolute worst I have ever seen. TWO YEARS AND THREE MONTHS they have been harassing me and I'm done.Desired Settlement: Stop contacting me! Next step will be going to my local county attorney and/or my own private attorney and consult about filing harassment charges.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We’ve investigated their complaint and have found it to be an invalid complaint. [redacted]’s complaint states she purchased the equipment for a friend and she placed all her contact information on the account including her credit card number. She stated in March 2011 she contacted Customer Service to change the information as she no longer wanted to be responsible for this account but since that time she continues to receive past due notices and phone calls asking her to pay the balance. After reviewing the account and contacting her, we found that [redacted] had updated the account information to her friends address but due to a system glitch she has continued to receive the past due notices. We have closed [redacted]’s account and set up a new account to resolve the billing error and we have updated all contact preferences on the closed account.

As a gesture of good will, we offered to extend [redacted]'s account by 6-months for all the inconvenience. We apologize for all the inconvenience this has caused and we would like to inform her that this process can take 7-10 business days. [redacted] had accepted the 6-month plan so her service is now covered through June **, 2014. 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 have received various requests for payment on a service I did not renew. Every notice mailed to me had a different balance owed. I called and requested an itemized bill for the outstanding balance and was told the that was "not possible". Call: 9/**/2013 12:18 EST spoke to [redacted] ( I didn't get the spelling of the representative's name) I was informed that I could access my registered online account to get that information. I never registered an online account with SIRIUS. I prefer something in writing than online.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to correspondence she received informing her of a balance for a subscription she did not renew. She would like an itemized bill to show the breakdown of the balance that is due. After reviewing the account and contacting her, we found that per the Terms and Conditions the account had renewed on July **, 2013 on the 1-Year subscription and as no payment was received the account was closed on August **, 2013. Before the service had renewed in July there was a balance due of $27.57 for the year before plus invoice fees for each invoice that was sent. When the account was written off and sent to CCA there was a balance due for $57.20.

We spoke with [redacted] and she stated she received 13 invoices showing a balance due however, each invoice showed a different balance due. We explained that each time an invoice was sent there was a $2.00 invoice fee added to the total that was due on the account. As a courtesy we have reached out to CCA to have [redacted]’s balance cleared. Currently the account is closed and there is a $0.00 balance. We would like to inform her that she may still receive correspondence or collections calls as it can take up to 10 business days to have her information removed from their systems. Since this issue was addressed we closed the 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

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

Review: I have an unauthorized charge of $108.26 on my debit card statement from Sirius XM radio on February *, 2014, for which I never agreed to.Desired Settlement: I demand a refund for the unauthorized charge.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a charge of $108.26 that he did not authorize. He would like this amount refunded. After reviewing the account and contacting him via email, we found the six month subscription renewed per the Terms and Conditions as there was no cancellation request made.

We would like to apologize for all the frustration this issue has caused. As requested we have closed the subscription and issue d a refund of $108.26. We would like to inform [redacted] that this process can take 5-10 business days. 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,

Review: first let me tell you my girlfriend and I have shared this product and we just moved from Arizona that's why the address I just gave is different from what they have which was pobox [redacted]I'm contacting you instead of the company cause I'm tired of them telling me one thing and then trying to bill me for something else so tired I told them I'm done I'm canceling our service. I put uf with their poor service in their billing department cause we use to live in the middle of no where. Now we've moved to a city where we can get radio stations with their help so I'm not going to put up with it.

the latest incident happened in January of this year both Radios were due for payments and I called and told them I wanted to suspend the service at least till I had money to pay for it. the Lady I spoke with offered me a deal of over two hunderd dollers to pay both radios for the whole year. I thought it was a good deal and almost sounded way to good to be true so I asked her is it really for both radios and she said yes both radios for the whole year and that she'd put it in the computer that I was offered this deal so when I had the two hundred and Eight I needed for it I would get it. Three weeks later I called back and got the deal and I asked again and this lady confirmed yes two radios for the whole year now April [redacted] I get a past due bill from them saying that was forward to my new address saying I owe them 64.59 on one of the radios on a three month plan. the date of the three month plan indicates it would have had to have started weeks before that first phone call when I was offered a deal for the whole year for both radios which means they changed what they charged me for with out telling me a thing. even if one of the radios was only put on a three month plan not a year like I was told it would be due next month not this month so clearly they changed stuff with out telling me. I can't put up with that any more and I won't so I've canceled their service. I told them they've disrespected me their customer by thinking they can change a deal on me and charge me more money with out me noticing or caring.Desired Settlement: they've offered me special deals before and I don't trust them and I'm not one of those people that's just after more deals. I'm really not. I want the deal I was offered and I want them to apologize for the miscommunication and misunderstandings. I've personally worked in customer service and I know mistakes happen miscommunication happens. but the way I look at it is if it happens between me and my customer I'm always the one at fault because I'm the employee their the customer. Now I'm the customer they need to apologize to me for not communicating the deal correctly. Yes I want an apology before I will except any deal of theirs I don't care how good. because the apologies will be acknowledging that miscommunication although it happens it is not okay my girlfriend my disagree her name is on the account [redacted] but I've been paying many of the bills I want the apology I called them yesterday and was very upset and told them we are canceling the service I'm after an apology for miscommunicate the deal and changing it on me with out letting me know.

Business

Response:

[redacted]

Hello [redacted],

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching his account, it was determined that the complaint is with regard to the auto renewal of service after placing his subscription on hold for a one month period.

On January **, 2014 [redacted] contacted Customer Service to cancel service on device 8289 and 3930. At this time he was offered a one year promotional subscription on these devices; which he did not accept at that time and stated he would call back. Service was placed on suspension for a month at this time. On February **, 2014, the suspension ended and service was automatically activated. However, once a suspension ends, the service continues on the original subscription purchased. Device [redacted]renewed for the XM Select annual subscription and device [redacted]for the XM Premier quarterly subscription. A credit card payment of $215.50 was made on February **, 2014. On April **, 2014, the quarterly subscription renewed and an invoice was sent for $64.59. On April**, 2014, service was deactivated on both devices as requested, leaving a 133.58 credit for unused time.

A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication regarding the promotion he was offered. We offered to reactivate service on both devices on the annual promotion; which he accepted. Radio 3930 was reactivated for $100.13, leaving a remaining credit of $33.45. [redacted] stated that he is not yet ready to reactivate device [redacted]and will contact us back once he is. As a gesture of good will, we placed a service credit on the account to provide him with the amount for the second promotional subscription as he paid the $215.50 in February.

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.

Review: I told XM that I did not want to renew. That charged my account $220.00 without my approval. I Called them on 3 different times, and each time they said it will be taken care of. I do not have XM in my Car despite charging me for the year!Desired Settlement: Please help!

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching [redacted]’s account, it was determined that the complaint is in regards to the charges associated with the automatic renewal of his annual subscription per the Terms and Conditions.

[redacted] purchased an annual subscription in November 2012. Per our Terms and Conditions; which are provided on our website [redacted], the subscription continues to renew at the rates in effect at the time of renewal and charges the credit card on file until the customer calls us to cancel. On February **, 2014, service was cancelled due to a chargeback via his bank for the disputed charge from November **, 2013. We spoke with [redacted] and explained that there will be no further refunds issued as there was a chargeback. [redacted] stated he will file another Revdex.com complaint as he is being charged for something he did not get. [redacted] will need to contact his bank regarding the chargeback that was issued back to his credit card.

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.

Sincerely,

Consumer

Response:

What they did not tell you was when they tried to charge my account the expiration date had expired. They had called me to try to collect. At that time in November my Radio had been turned off. I then received more phone calls to try to collect. Remember the Radio is not active. It still is not to this present day. Somehow they charged my account in Jan. when I saw the charges which I did not authorize was extorted from my account. Now they are telling me they cannot refund the money back because I had disputed the charges back in Feb? They charged my for something I did not receive. In other words paying for a service which I do not have or ever want.

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]

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 that his complaint has not been resolved as he has not received the refund from the bank and he feels he has to pay for a service he did not receive.

We spoke with [redacted] and informed him that his account is showing that a chargeback was processed in February. [redacted] then faxed us a copy of a letter he received from his bank where they advised him that he was credited for the charge. However, the dispute was stopped and he was then advised by his bank that this credit would be taken back. We have further investigated into this and reached out to [redacted] to advise him that a refund of $201.11 will be issued to his card and it may take 5-10 business days to process. 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.

Sincerely,

Review: Sirius XM keeps sending the company ([redacted]) disconnection notices BEFORE the actual bill is due. For example, we have an invoice due to be paid on or before 3/**/15. However, the company is relentlessly emailed warning of disconnections. Today is 3/**/15. This is borderline harassment, not to mention completely unnecessary considering the hundreds of emails we receive daily.Desired Settlement: We have been customers with SXM for a long time, but are ready to cancel, and will be doing so next week. If we did this to our customers, it would speak volumes about how we maintain and communicate with them.

Business

Response:

April *, 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 experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint is in regards to receiving disconnection notices prior to the billing due date. A member of our Corporate Customer Relation Department reached out to [redacted] and explained that on March **, 2015 his quarterly subscription automatically renewed on his four devices and an invoice was sent for $146.06 with a due date of March **, 2015. On March **, 2015, he contacted us requesting for cancelation of service and was offered a 5 month promotion on each device; which he accepted. A onetime credit card payment was made for the $122.36 balance. On March **, 2015, an email was sent for each of the subscription changes on his four devices advising him an invoice will be sent. Subscriptions are paid until August **, 2015 when they will renew for the quarterly subscription at our then current rate and an invoice will be sent. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’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)

Review: Harassing phone calls. Constantly calling to attempt and sell us the service, despite multiple requests for them to take us off their list. They call from different numbers. They have called dozens of times each month. Calling at all hours of the day. My wife and I continued to request to be removed from their list.Desired Settlement: I want them to stop harassing me and my family over the phone.

Business

Response:

June *, 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 phone calls he continues to receive asking him to renew his subscription. He wants these calls stopped immediately. A member of our Corporate Customer Relations team reached out to [redacted] via email and we advised him that we added his number ###-###-#### to the Do Not Call list. We were unable to locate an account with the information he provided so we added his phone number to the Do Not Call list. This process can take 7-10 business days to completely update all 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: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Review: I have been a subscriber for over the past few years in the last year and half every time they do a auto renewal on a credit card the card get fraudulent charges. At which point I have to call the bank and have me cancel the card and issue a card with a new account number. I have contacted Sirius xm on this issue twice now and have been told the only other option they have is to mail me a bill which will cost extra and I have to mail them a check back. I am not comfortable with this since it appears to me that there system has been hacked or someone is stealing customer data. At this point I think I am going to have to cancel my subscription again because this is annoying to have to have a credit card canceled and re issued every three months when it auto renews my subscription.Desired Settlement: I would like for them to look at their system and figure out why credit information is being lost ever time they do a auto renewal.

Business

Response:

[redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]s account, it was found that his complaint is in regards to fraud charges appearing on his credit card with each renewal of his quarterly subscription. [redacted] purchased a quarterly subscription for radio id [redacted] on June *, 2015 on invoice payment. The agent he spoke with provided a $15.00 credit for the activation fee and a $2.00 credit for the invoice fee as he was making the payment for the $39.98 balance via credit card. [redacted] himself placed his credit card on file via our online account center (our “OAC”). A member of the Corporate Customer Relations team spoke with [redacted] and informed him that our agents have no access to his credit card information. All credit card information is protected by our systems and we are not able to see anything on the account except for the last 4 digits. We informed [redacted] that he will need to take this issue up with his credit card company as these fraud charges are not coming from SiriusXM. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]s concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.[redacted]

[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option *)

Review: I had radio Sirius radio Stiletto 2, which I purchased in July 2008. I had no problem with the device.It was Satellite radio plus MP3 player and also record off it too. Last July of 2015 the Stiletto 2 had humming sound and error messages to recovery the software. As a computer technician I tried to recover the device unsuccessful attempts.So called Sirius told of the issues, their support representative, without any success. But I finally talked to I guess a supervisor from Listener Care. So they sent me a refurbished Stiletto 2 with a car kit and home kit.And she said that she would give me a one year warranty, which is not any good cause they discontinued the device that was defective. And listener Care, I called three times and they wanted to give me a new radio for 85.00 with no activation fee.But why should I pay for that, when the warranty was no good at all.Desired Settlement: I like a new satellite radio, that I use in home and in my car.If my old Stiletto 2 was warrantied for year, the year would up this July 2016.I have satellite radio that does not work, with car kit and home kit,I can not use.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint is in regards to his Stiletto 2 radio that is no longer working, but is still under warranty until July 2016.

A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We advised him that we will be unable to send him a replacement Stiletto 2 as we are no longer manufacturing this device. We offered to send him a Starmate 8 radio with a vehicle and home kit; which he accepted. We informed [redacted] that we would contact our warranty department to have the equipment sent to him and to contact us back once it is received so we can transfer his subscription to his replacement radio. As a gesture of good will, we placed a service credit of $36.52 on his account for two months of service. 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

###-###-#### ([redacted])

Review: We have tried to cancel service for satellite radio several times. They continue to bill and do not cancel service even though requested several times. We used the service in our Truck, but have not used the service for a handheld device for years, nor did we know we where being billed without authorization until recently. We thought they were overbilling us for the truck since handheld device was cancelled. We purchased our truck from Ford dealer in [redacted] in 2012, which since that time we should have no longer been charged for hand held device.

Since my husband has tried to cancel for several years, I (Diane) called them now three times to cancel. First time (4/**/2016) I got right through and talked to representative, asked to cancel and then I was disconnected. Assumed just an accident, so I called back. Each time the computer answering device recognizes my phone number before transferring you to an agent. This time a long hold, then got someone on the line, they took all my information and then told me have to transfer me to have someone else finalize. Again a long hold, then got to next person, waiting so long, my husband took the line. Person came on line, he repeated and was hung up on. I tried again today and same situation. First person took my information, transferred me, then again hung up on. This time at least I got a ref# from the first person (Ref# [redacted]) and the second person asked name before I started. She initially said Annie, but I asked to confirm and she said Ann. Again as soon as I got to telling her about the cancel and refund request, I was hung up on. I then went to the corporate web page to log a request and complaint on their corporate feedback, ref# [redacted].

I have logged complaint with Wells Fargo. We have had our debit card number changed with the bank, but still they are debiting our account. Filed stop payment (but still went through) and filed a dispute. Case# [redacted]Desired Settlement: I would like refund for debit on 4/**/*016 for $109.*8. This is the next six months for truck. Cancel service.

I would like refund for the last three charges on the handheld device never used: 1/*/*014 $185.50, 1/*/*015 $185.50 and 1/*/*016 $*04.88.

Please reference the feedback on the corporate office complaints. Apparently I am not alone in this fraud from this company.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that their recent experience led to a complaint with your agency. After researching the [redacted] account, it was found that their complaint regarding receiving charges to their credit card resulted from the automatic renewal of their subscription on the Radio ID [redacted] (Starmate 4) which was cancelled and then subsequently reactivated. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. Customers are notified prior to renewals, for subscriptions on annual packages or greater. On January *, 2012, the subscription on radio ID [redacted] on account [redacted] renewed for the annual subscription and an invoice was sent for $167.05. On February *, 2012, a second invoice was sent for $169.05. On February **, 2012, we received a call requesting for the subscription to be canceled which we processed immediately, leaving a balance of $23.81 for used service. On March *, 2012, a late fee was added, bringing the balance to $28.31. Om March **, 2012, this amount was written off, leaving a $0 balance. On December **, 2012, an annual subscription at a promotional rate was purchased for radio ID [redacted], and the account was updated with a credit card for future payments. On January *, 2014, at the end of the promotional rate, the subscription renewed at our then current price, charging the credit card on file $185.50. The annual subscription renewed again on January *, 2015 and January *, 2016. On account [redacted], a 6 month promotional rate subscription was purchased on the radio ID [redacted] (Ford F-150); which has since been renewing on a semiannual basis. A member of our Corporate Solutions Team spoke with [redacted] and reviewed her concerns with her. We cancelled the subscription on radio ID [redacted] and issued a refund of $136.59. [redacted] stated she disputed the remaining charges with Wells Fargo. We also cancelled the semiannual subscription on her second account on the radio ID [redacted] and issued a refund of $109.28 for the most recent charge from April **, 2016. Should [redacted] and [redacted] have any further questions or concerns, we ask that they contact our Corporate Solutions Team 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 had my credit card on file and when my subscription was up for renewal for one of my radios Sirius automatically charged my card. Not a problem. Initially when my card was charged 136 dollars I was unaware of this. When I called sirius to confirm the charge I was informed that it was for a radio/car that I no longer had. The representative I had initially dealt with was understanding of my situation informed me I would be getting a full refund to my credit card within 3 to 5 business days. Five business days later still no refund so I called sirius back and was told that I had a subscription for one of my radios due so instead of the 136 it was now going to be 79 dollars. Again no problem. However I was told it would take 5 to 10 business days to get a refund to my card. This was totally unacceptable I asked the refund be credited to my account the same day or the next. I was again told 5 to 10 business days. I said if I don't get a refund of the money due to me within 24 hours I was going to cancel my account. They couldn't....so I did. I canceled all my radios with Sirius with the exception of the lifetime subscription I had from when it was being offered many many years ago. They did nothing to satisfy the customer. In fact it was screw you customer. Do not leave a card on file with Sirius. If you have to then right after you set up payment cancel the card and get a new card. If Sirius had competition their attitude would change. Im still waiting for the refund due me in 10 days but they shut off service right away. This is an unfair business practice and must be stopped.

Review: They went into my checking account twice without my permission. the second time they did it my sirus account was suppose to be closed. On May [redacted] 2013 they took money out of my account 17.45. they replaced the money backed and apologized. then on 7/**/2013, they took out money again this time 2.30. Now I have to close my bank account and get another number so they won't be in and out of my bank account. on that 7/**/13 my sirus account was suppose to be closed. Can you help?Desired Settlement: I want them to stop that practice with their customers, get my account back and pay them thru us mail, and give me 6 months of free service for all the stress they have caused me. thanks

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint refers to two charges that had gone through on her credit card without her permission. She was charged $17.45 on May **, 2013 and she was refunded for this charge. She was charged $2.30 on July **, 2013 so she would like confirmation that her account is closed as she does not want to continue with the service. After reviewing the account and contacting her, we found that that [redacted] had received both refunds and a service credit for 2-free months was added to the account which covered service for June and July 2013.

[redacted] stated that she only used the service to listen to one channel so the price was expensive for the amount of time she used it. As a gesture of good will, we have offered her a 6-month promotion for $25.00. She stated she did not want it at this time but if she changed her mind she would contact us. Currently the account is closed and there is a $0.00 balance. 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

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 the response we sent on 8/**/2013 does not resolve her complaint as she states Sirius is trying to make her sign up for a more expensive service that she doesn’t need. She states she wants the service that she had originally.

After reviewing the account, we saw [redacted] was on a Sirius Select Monthly Subscription at $19.59 per month. We reached out to her and apologized for the Customer Service she stated she experienced and she accepted the 6 months of service for $25.00 plus applicable fees and taxes. We informed her 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. 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 have a contract with Sirius XM Radio. I never received via email or mail a renewal notice for the upcoming year. I went on my account to check on the status of my renewal and to my surprise they charged my credit card for half the renewal amount and is planning to charge the balance in November. I contacted them via chat and tried to find out what the story was since I never authorized a renewal charge. Apparently in researching on line regarding this matter, it seems they automatically renew your contract if they don't hear from you using the card they have on file. I explained I never received notification and also that the expiration date of the card they have on file expired in Feb 2013. It seems you have received several other complaints regarding this process they use in getting renewals unst beknown to the customer. I asked to discuss a reduced rate for a returning customer but was also advised they are not offering any discounts, unexceptable since they fraudulant charged my card.Desired Settlement: Compliemtary Service for a year or I will cancel my account. Also I am disputing the charge with my credit card company.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to an automatic renewal that she did not agree to. She stated she was charged the first half of the subscription and the second half will be charged in November. She disputed the charge with the bank and she would like to be given a free year of service for the inconvenience. After reviewing the account and contacting her, we found the subscription was activated on a one year plan with installment payments in October 2011. Per the Terms and Conditions the service will continue to renew until the customer calls to cancel. The service renewed in October 2012 with the pay type that was listed and now that the service is up for renewal it has charged the first half of the 2013 payment. She was upset as she stated she was waiting for a renewal notice as she was considering a change in the length of the subscription.

We explained the terms and conditions of auto-renewal and advised her that payments made with a credit card the customer will get an email notification and not an invoice in the mail. As a courtesy we offered to place the subscription on the one year half off promotion and use the $95.92 she paid to go toward the balance and we would remove the remainder. We informed her that the service will automatically renew in October 2014 and the service would charge the full rate of $159.39 plus taxes and fees. 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

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 bank account has been charged for a purchase I did not authorize. I have been informed the total amount which is $33.61radio and 11.07 shipping cannot all be refunded. Only the radio I did not order. The shipping will be held on my account as credit. Since none of this was approved by me [redacted] this would appear to be theft of money from my checking account. To be held at the discretion of sirius XM who now has advised me how the funds will be handled they have taken from my account without authorization. This is a small amount of money however this type unethical business dealings need to be reported to others other than the employs who work for this outfit SiriusXM satellite radio. This all took me lace around march **2014 and today after several phone calls. This issue is still unresolved. I approve this complaint against SiriusXM satellite radio [redacted].Desired Settlement: Refund all charges to my account for funds taken without authorization. Confirmation by email when all this has been accomplished tks [redacted]

Business

Response:

April **, 2014

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After reviewing his account, it was found that his complaint regarding being billed for a subscription that he did not authorize, was due to agent error.

A review of the account determined that on March [redacted], 2014, [redacted] contacted [redacted] and spoke to an agent about the Mostly Music Subscription. He was currently on an XM Select annual subscription. The agent mistakenly thought he wanted a subscription for a second radio and an order was created.

A member of the Corporate [redacted] Relations team spoke with [redacted] and apologized for any inconvenience he experienced. We informed [redacted] that the subscription on the second radio was cancelled, as he is returning the order and refund of $33.61 was issued for the activation fee and monthly subscription associated with the second radio. We informed him that a second refund was issued for $11.07; which was the cost of the shipping for the order. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Consumer

Response:

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

Sincerely,

Review: I have been a Sirius subscriber since 8/**/2005 when I purchased a lifetime membership for $499.00, in 2010 I heard about a Fantasy Sports talk channel that was available and I wanted it, so I inquired about it, I was told it would be a 1-time fee of $100.00 for lifetime for a package called the Best of XM o get Chanel 210 Fantasy Sports Radio, so on 8/*/2010 I purchased the Best of XM package. For the last 4 years I have been getting Channel 210 and have been getting uninterrupted great service from SiriusXM and have been a very pleased and happy customer. On Monday August [redacted] 2014 I decided I wanted to be able to listen to SiriusXm channel 210 Fantasy Talk Sports on my IPhone, so I purchased online radio for a fee of $41.95 yearly......THAT NIGHT On Monday August [redacted], 2014 I received a message on my radio in my car with something to the affect of updating my radio (my car radio that has had uninterrupted EXCELLENT service for YEARS), after receiving that UPDATE I can no longer go past channel 184 on my car radio.... the only channel I listen too is Channel 210 Fantasy Sports Radio. So I called on Tuesday August [redacted] 2014 to try and resolve the problem, I talked to someone for probably 20 minutes and got nowhere, I then called SiriusXM customer service numerous times on Thursday August [redacted] 2014 and talked to numerous Customer Service representatives for over an hour...... I basically got nowhere, it was a series of we are sending a NEW signal to your radio it should be working in 5-15 minutes, IT NEVER WORKED..... On two occasions I was offered FREE brand new radios, although that is a nice gesture, I would rather keep the radio that is hard wired into my car that has been working PERFECT for YEARS..... please note, my car radio is in PERFECT working condition, and until that UPDATE was sent to my radio on 8/**/14 I had no issues at all. So on 8/**/14 out of frustration I cancelled my internet radio that I had just purchased on 8/**/14 hoping it would get me somewhere..... it didn't. It just seems a little weird on the day I purchase internet radio service I get a UPDATE sent to my car radio that basically does not allow me to listen to any channel past channel 184...... I only listen to one channel, channel 210 Sirius Fantasy Sports. All I want is to be able to listen to the channel I have been listening to for the last 4 plus years.... I have been a SiriusXM customer for over 9 years now, Thank You..... Please note: I have a friend who had the same exact problem about a month ago, finally after going through a SERIES of customer service techs he found the right person who 10 seconds after explaining to her SHE FIXED THE PROBLEM, when numerous reps were baffled.Desired Settlement: All I want is what I have been getting for YEARS.... Channel 210 Sirius Fantasy Sports on my car radio, and maybe when this issue is resolved a discounted price for online radio, Thank You.

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 Customer Service Rep was very helpful and professional, and she helped fix and resolve the issue I had, I am now once again a very happy and satisfied customer of SiriusXm.

Sincerely,

Review: Issue #1 -

Every time I call this establishment, I ALWAYS get someone on the other end of the phone who is unknowledgeable about the products and services that they offer as well as the individual(s) are very difficult to understand as they are from another country and NOT trained on how to speak proper English. It would seem that in a customer service environment, this would be key. The representative I spoke with (and this happens every time) answers questions with questions, or dodges the question by giving you factoids about your contract. I simply asked if I get a discount from having "auto-renewal". The rep went into a lengthy explanation of how it works contractually. Unfortunately, this is not what I asked for. A simple "yes" or "no" should have been the answer. However, I had to ask 3 MORE TIMES before my question was answered. Very frustating.

Issue #2 - Main Issue

I then asked if I could have my billing date moved from the [redacted] to the [redacted]. The rep said no. I asked why. Again I was given the run-around with no clear-cut answer. At this point, I became enraged and asked for a manager. Ther rep refused to put a manager on the line. I hit the roof. She then proceeded to put me on hold for 10 minutes. When she came back, she said that they couldn't move the date, but, they could just let my subscription run out and re-sign on the [redacted]. However if I did that, I would be charged $15 per device to reactivate. This is absolutely unacceptable from a multi-million dollar international conglomerate. I expect to be treated with honesty and fairness from such an organization, however that is NOT happening on any level. I am appalled and will be telling EVERYONE I know and encourage them to drop their subscriptions.Desired Settlement: Simply move my payment date from the [redacted] to the [redacted]. Pro-rate me for the 10 days and be done with it instead of trying to squeeze MORE money from me. This isn't rocket Science. A 5th grader would have a better solution than these [redacted]. I've paid these people every month on-time, only to be rewarded by being treated like garbage. Apparently, Sirius sees their customers as an expendable income rather than people. It ends NOW!!

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 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 his complaint relates to frustration he experienced with Customer Care when inquiring into changing the billing date on his account. We contacted [redacted] to address his concerns by explaining to him that his billing cycle on his account is the [redacted] and in order for us to change his cycle to the [redacted] of each month; it would require us to set up a new account for him on January **, 2015. On January **, 2015, we created account [redacted] for [redacted] and as a courtesy we provided him with 3 months of service on both radios. 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,