Sirius XM Radio

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 cancelled my subscription over 4 months ago with Sirius XM and I am still being charged. They claimed that I opted into a two month free trial but I told them no. I am still being charged and they will not refund my money.Desired Settlement: I want the 4 months that has been charged to my account refunded and my credit card number deleted so they will not charge my account anymore.

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] raised the complaint as she states she canceled her subscription over four (4) months ago and is still being charged. She states she was told she opted for two (2) months free service and is requesting for a refund and for her credit card number to be deleted off file.

We reached out to [redacted] and informed her that upon reviewing her account, records show she called on 2/**/2013 to cancel and she was offered two months service and accepted. We advised her that after this time, service continued as per our Terms and Conditions; which are provided on our website, [redacted]. [redacted] stated that she did not agree to continue service and it was not disclosed to her that if she was given the two free months that it would continue after that time. As a courtesy, we have provided [redacted] with a refund of $51.07; which was issued on 6/**/2013 and as per her request, her credit card information was removed off file. 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.

Sincerely,

Sirius XM Corporate Customer Relations Team

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: I have two months left on my service and my signal has been canceled for my service. I want my money back. I don't even want XM radio anymore. I didn't get what I paid for and now I don't want it.Desired Settlement: My money back ASAP. Dissatisfied customer.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint relates to loss of service two months prior to the end of his current subscription.

A member of the Corporate Customer Relations team reached out to [redacted] via email requesting for him to contact us to further discuss his complaint. We received a response stating that he no longer wants service. Upon reviewing his account, we saw the subscription was still active and his radio may have dropped signal and needed to be refreshed. At [redacted]’s request, we have canceled service and refunded $13.54 for unused time from June **, 2014, as this is the date we received the first documentation of him having issues. 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.

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]

At least spell my name correct. And I have not received a refund. In fact I was discontinued service without a voicemail or email stating such. Will never use this compaby again. Furthermore I refreshed signal 4 times before making complaint. I eant a refund. And will make sure all my immediately family cancels also if this refund is not received soon. And the name is [redacted]. The level of customer service sucks.

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

Sincerely,

Business

Response:

[redacted]

Hello Mediator,

[redacted] states the response made by SiriusXM does not resolve his complaint as he wants his refund immediately.

A member of the Corporate Customer Relations team corresponded with [redacted] via email and advised him that on July *, 2014 check number [redacted] was sent to [redacted]

[redacted]. 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.

Review: May * 2014 I attempted to resolve an account issue which resulted in my radio being turn off without confirming with me as well as I was given misleading information about having my radio reconnected along with as well as a paying customer I was talked to like I was not important. My issue is still unresolved the customer service agent lied on me and stated I was offered several cheaper plans whish is untrue due to I have the cheapest plan already I was highly mistreated and several lies was told on me as a customer please help. the first call was made at 1:33pm for 36 min..#2 @ 2:09 pm for 33 min call #3 was made at 2:42 pm it lasted 24 min the first two calls was horrible the last call was a little better I was lied to and on in each call.Desired Settlement: customer service reps need to be disciplined for their actions & I need to be made to feel more confident

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM 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 cancellation of her subscription was due to a miscommunication.

[redacted] was on a three (3) month XM Mostly Music subscription that renewed on April *, 2014 and an invoice was sent for the $38.23 balance due. On May *, 2014, [redacted] contacted Customer Care and was transferred to our saves department once she stated she wanted to cancel service. Documentation stated she was offered promotional subscriptions, but declined. While the agent was in the process of cancelling service, she requested to speak with a supervisor and was placed on hold. The call was disconnected. Later this day, [redacted] called back to reactivated service and was advised there was $12.84 balance from the previous subscription. A payment was made bringing the account to a $0 balance. [redacted] was then offered three months of service for the price of one and accepted.

We spoke with [redacted] and confirmed that she was on a promotional subscription and advised her that the $12.84 payment will be refunded to her for the inconvenience she experienced. We informed [redacted] that her subscription will renew on August *, 2014 for the quarterly subscription at our then current price. As a onetime courtesy, we offered to provide her with the same promotion she is currently on and advised her to contact us on her renewal date. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

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 received a call from Sirus/XM asking to pay $40.25 for an overdue bill. I explained to them I do not have their service, and they must be mistaken. They informed me that a Buick Lacrosse has the service. I explained to them that I traded that car in over 2 years ago and if that was the case I should have received the bill years ago. They told me that I had a credit of $218 and it just ran out. I asked to speak to the supervisor/manager and he said the same thing. So I asked what is the account number of the bank who made the deposit because it was not me, he could not provide that information. I told him well if I had been a loyal customer for over 2 years why not just forgive the $40.25 he responded with a I can take $20 off. I told him I was not paying for a service I have not used and it seemed fishy to me that I never received a bill and the account number is missing, I even asked well what bank made the deposit again he could not tell me. I recorded the whole conversation and he told me to write a letter to the company in New York.

This is ridiculus and I will not be paying for this service you would think that a company this big would have better customer service well maybe it is because I am not a customer.Desired Settlement: Remove the charges and hit from my credit.

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. After researching [redacted] account, it

was found that her complaint regarding being billed for a subscription on a

vehicle she no longer owns resulted from the automatic renewal of her

subscription. Per the terms and

conditions in the Customer Agreement, subscriptions automatically renew until

the subscriber calls us to cancel. We

were unable to locate any request for cancellation. A member of our Corporate

Customer Relations team reached out to [redacted] and explained to her that

her semi annual subscription continued to renew on radio id [redacted] (2012 Buick

Lacrosse) as we received no request for cancelation. Upon review of her account, we have been

receiving check payments for $35.00 on a monthly basis from April *, 2013 until

October *, 2013; which continued to accrue a credit which was being used for

the semiannual renewal. On March **,

2015, her semiannual subscription renewed for $102.44, however, there was only

a $63.99 credit remaining and an invoice was sent for the remaining $40.45

owing balance. We informed [redacted]

that we have cancelled the subscription and credited her account to reflect a

$0 balance. We have also issued a refund

for $145.61; which was issued on October **, 2015, via check [redacted]. Please be advised the average turnaround time for refund checks to be issued is 10 to 14 business days. Should [redacted] have 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

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled my service after my 6 month free trial on both of my vehicles expired, or so I thought. I even continued to receive mailer asking me to come back and offering free months. I even called on one of these mailers last year to apply it to my Jeep and was told it was only applicable to my Prius, so I said I wasn't interested. At no point during that conversation did they say that my account was still active (and the free months should not have been applicable to an already active account, no matter the vehicle). Unfortunately they only bill every 6 months and were using a very active card; I did not catch the charges until this month's statement. I called and cancelled, asking what happened and how. They state that I must have forgotten to cancel, citing the time I called in for the free months last year as support of their claim. They were difficult and rude over the phone. I've cancelled but only received a partial refund for this 6 month's charge. I would like to state that the few times I've accidentally tuned into their stations, they were not functioning.Desired Settlement: I would like an explanation of why they felt that these charges were authorized when they were sending me "please come back" mailers and I was not receiving channels. I would also like a full refund of the charges made to my account since September of 2013.

Business

Response:

October **, 2015 [redacted]

[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted] behalf. We regret that her experience led to a complaint with your agency. After researching [redacted] account, it was found that her complaint regarding to charges on her credit card resulted from the automatic renewal of her promotional rate subscriptions to standard rates. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. On September *, 2013, [redacted] purchased a semi-annual subscription at a promotional rate for her receivers, radio id [redacted] (Jeep) and radio id P24E (Prius) and paid $30.08 for each subscription via credit card. On March *, 2014, at the end of the promotional term, both her subscriptions automatically renewed to full price packages which bill on a semiannual term, charging the credit card on file a prorated amount of $177.48 for service from March *, 2014 to September *, 2014. On September *, 2014, the semiannual terms again renewed charging the card on file $180.40. On September **, 2014 we received a call to Customer Care requesting for a refresh signal to be sent to radio id [redacted]. Service continued to renew on both receivers on a semiannual term until October *, 2015 when [redacted] contacted customer care requesting to have service cancelled’ which we completed immediately. A refund of $58.19 and $87.34 was issued on October **, 2015 for unused service from the September *, 2015 renewal. From time to time, we offer promotional rates to customers who have radios that are currently not active, upon further investigation, we also found account number [redacted] in [redacted] address, for radio id [redacted] (2013 Prius).A member of our Corporate Customer Relations team reached out to [redacted] and reviewed her concerns with her. We advised [redacted] that we were unable to locate a prior request to cancel services until October 2015. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. We offered to provide [redacted] with an additional refund of $37.11, to provide her with a full refund of $182.64 that was charged on September *, 2015. We also offered to provide her with six months of service on both her radios at no cost; which she states she would think about and contact us back. Should [redacted] decide to accept our offer for additional service, 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]19Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

I have received unauthorized charges to my bank account. This has happened several times. I enjoy XM radios services but dislike their business practices. I will never do business again with XM Radio.

I was a loyal Sirius (and subsequently XM) customer for 10 years. I have used not only their top tier of music and entertainment services both satellite and internet but also subscribed to the premium satellite traffic and weather services. I received my annual subscription email which showed a 39% increase in cost over the previous year. I checked prior years and averaged a 6% cost increase so I called their help desk to ask why. After describing the situation, I was advised to turn off the traffic and weather services and remove internet. These services are used by my GPS and would render the device useless. After asking for a supervisor, I was disconnected. I subsequently found a GPS which provides the services using my phones 10 GB/month data plan for a significantly lower rate. When I called to cancel my subscription, they were very attentive, offering me a 50% discounted rate and a free radio which I declined. I would have been happy to renew during the initial call for a reasonable increase but their inability to provide a satisfactory solution caused me to look for and find another option.

In January 2006 I purchased a “Lifetime” membership for Sirius Satellite Radio.
Part of this agreement is I could transfer this to up to 3 times to different radios.
In February 2016 I purchased my newest car and wanted to transfer this membership which I was then told that this was my final transfer.
I asked how can you pay nearly $800 in 10 years for a lifetime membership that is going to end. Hardly a “lifetime” in my opinion.
But to make this situation unbearable is that certain channels are not on my radio that were on my last car. After calling a speaking to numerous account representatives, they all said that certain channels aren’t able to transfer because of the type of membership I had. This is totally unacceptable to me as I paid for the latest transfer ($81) and now I don’t get all of the channels.
I asked if I was paying for a full membership would the car radio receive all the channels and they stated that they would. But because of the “Lifetime” membership, all the channels weren’t able to be accessed.
I need for them to honor my lifetime membership by issuing me a subscription in order to listen to every channel that I have had in the past. Or I will respectfully request that my “Lifetime” membership be reimbursed so I can again order another membership in order for me to get all the Sirius channels.

Review: Sirius is one of the most unethical companies I have EVER done business with. I purchased a 6-month service for a low price, and after the allotted time was up, they charged my credit card (without permission) an estimation of double the original price for another 3 months of service. I called to have it cancelled and to receive a refund for the service I did not want in the first place, and the sales associate hassled me for 30 minutes trying to get me to sign up for a new offer, even after I repeatedly make it clear I did NOT want Sirius and only wanted my money back. Finally, the sales associate told me I would be receiving a check with a refund and said she would give me a free month of service for the inconvenience. I told her as long as I will be no longer charged and my credit card number is off the account, that would be fine. A few weeks later, I receive a check for only a partial refund, and an additional bill a week later of a charge for a one month of service, after the sales associate assured me it was free. I called Sirius yet again, and they claimed they would no longer be able to give me the FULL refund, but can take away that charge. I became very firm and told them they WILL give me the full refund, and after being put on hold for approximately 5 seconds, the sales associate said they can fully refund me. He then said they will give me an additional FREE month of service for the hassle. I recounted the fact that I was charged for the last 'free' month they gave me, but he assured me I would not be charged. Less than a month later, I receive yet again another bill. Another 45 minute call later, it was discovered that I was charged yet again for another month of service. They persisted on giving me different deals and sales pitches after I repeatedly said NO. They then proceeded to say that the charge was for an additional month after my free month had ended. They automatically charged me, without telling me that I would have to cancel my 'free month' of service with Sirius. This company is very unethical, and deceiving in their marketing tactics. Their prices are never consistent, and they have the power to offer whatever price they want for however many amount of months they want. It took me a total of an hour and a half on the phone just to cancel my Sirius subscription. I will never do business with them again, and plan on telling friends and family never to subscribe to their radio.Desired Settlement: If they continue to remain in business, Sirius needs to restructure their entire organization and practices in order to make it a fair business. Prices should be stable and have strict monthly rates, instead of making up numbers on the spot. I hope more people report their stories about Sirius so they will feel pressured to change their ways.

Business

Response:

July *, 2015The Revdex.com Serving Metropolitan New York[redacted]Re: Revdex.com Complaint ID [redacted], [redacted]Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that her experience led to a complaint with your agency. After researching [redacted]’s account, it was found that her complaint resulted from a misunderstanding regarding the automatic renewal of her subscription at the end of her initial term. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. Promotional rates only apply during the initial term and the subscription renews at the rates in effect at the time of each renewal. A member of our Corporate Customer Relations team reached out to [redacted] to discuss her concerns. We received an email response from [redacted] stating that she contacted the Revdex.com with the intention of informing them of unethical practices. She stated that there was nothing to be resolved; she just wanted the Revdex.com to be aware. 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: Cary H. S[redacted]Attention: Customer Care[redacted]Sincerely,Geraldine R[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 have determined that my complaint has NOT been resolved because:

Sirius has responded that it was a misunderstanding, but it was not a misunderstanding. This was a withholding of information. After I asked to make sure I will not be charged, they responded with a no, it is free of charge. There was no misunderstanding involved, it was a deception of information. [redacted]

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

Sincerely,

Business

Response:

July **, 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 rejection is in regards to a billing concern regarding her account. A member of our Corporate Customer Relations team reached out to [redacted] and we were informed that she did not want to speak with SiriusXM that she wanted to share her experience. We would like to apologize for all the frustration his issue caused. Upon reviewing her account we found a total refund of $43.91 was issued and currently there are no active subscriptions listed on the account. We ask that [redacted] contact us 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 concerns. Our customer has been provided contactinformation 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: Cary H. S[redacted] Attention: Customer Care [redacted] Sincerely, Charlene G[redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Review: Sirius XM was reflecting me having two radios, the second since 2009. I've been paying for two radios since 2009. I discovered on January *, 2014 about the incorrect charges, because I never received monthly statements just a charge to my debit card. I was calling with a question and discovered this. The first customer service rep was [redacted] and I had him cancel it and wanted to dispute the charges because I don't have two radios only one in my car, he showed it was never activated and said it would be escalated and I would be contacted in two weeks. I was never contacted but started getting emails about activating the radio and doing a contract on a radio I never had . So I called back on 1/*/14 and spoke with a [redacted] named [redacted] and while he was supposedly researching it I was disconnected after 35 minutes on hold. Called back and spoke to another [redacted] Ian that also put me on hold and then said it would take two weeks for me to get a response, because it would be escalated. Then put me on hold and came back and said I had to write a letter to dispute it. I asked if I could file a dispute online and he said no and that there was no phone number for the dispute department. So then I researched online and located a way to file a dispute online which I did the same day. Received an email 2/*/14 the Corporate Relations Team to call a specific number and extension and ask for [redacted]. I called her back 2/*/15 and spoke with her and she said they couldn't do anything because both radios were activated since 2006. I informed her that I only have one radio in my car and the second radio is an error. She said they were both active since 2006 and it was my responsibility to look at my bill. I told her that the rep even showed the second radio was never activated and it showed up in 2009. She repeated what she originally said and just blew me off and couldn't explain how a non existent radio all of a sudden was activated in 2006 when the billing started in 2009. I've just been ran around and given erroneous information by this company. The only radio I have is in my car since 2006. I've paid over $1000.00 for a radio that doesn't exist and they are treating me like an it .Desired Settlement: Refund all the money I paid for a second radio that I never had.

Business

Response:

[redacted]

Hello Mediator,

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

[redacted] states she has been paying for two radios since 2009 and did not discover this until January *, 2014. She states she did not receive monthly statement her credit card was just charged. She states upon calling to dispute the charges, she spoke with several representatives who informed her that they showed the radio was never activated and her issue would be escalated. She states she then spoke with someone on the Corporate Relations Team who informed her that there was nothing that could be done as it was her responsibility to look at her billing. She states she paid over $1000.00 and is requesting for a refund of the money she paid for a second radio.

It was determined that on March **, 2006 service on radio [redacted]; which is in a [redacted], was activated on a monthly subscription for $12.92 plus applicable fees and taxes. Radio [redacted] was activated on a six month subscription on March **, 2006. On September **, 2006 this subscription was changed to a monthly subscription at $6.99 plus applicable fees and taxes. Starting on June *, 2006, the payment type was changed to invoice and check payments were sent. Both radio ids were included on each invoice that was sent along the total owing for each monthly subscription. Check payments continued to be sent until October **, 2008 when the credit card was placed back on file.

A member of the Corporate Customer Relations team reached out to [redacted] on February *, 2014 as we received written correspondence from her the day prior. We explained to her that we do show two active radios on her account and as there was no cancel request until January *, 2014, we will not be issuing a refund from 2006. We again spoke to [redacted] on February **, 2014 and reiterated that we will not be issuing a refund from 2006. [redacted] stated we were wasting her time as we will not help her. We advised her that we are willing to work with her, but she ended the call stating she would reach back out to the Revdex.com. As it is the customer’s responsibility to check their credit card statements and as invoices were being sent showing the two active subscription plans and check payments we sent by [redacted], we are unable to refund for time used. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

Lied to, overcharged, and not happy.

The first salesman lied to me about the product and billing.

The second saleswoman lied to me about the cost and overcharged me.

When I called back, management was unable to help reverse the charges to be correct. They just said there was nothing they could do.

I am still overcharged. The sales rep intentionally misrepresented the cost so she could make the sale and commission. I think they assumed I would never notice.

Poor customer service when I called in for help. I was disconnected 4 times from 2 different phones while trying to resolve the issue. I know all of their phone calls are recorded, but I could not get anyone to review them for me, even when I requested that they do so for compliance reasons.

I wish there was any other provider to turn to.

Review: I decided not to renew the service. I have received several calls from the company originating from ###-###-####. On the first call, and each subsequent call, I informed the caller that I no longer want the service and that I do not wish to be contacted again. The last time, I submitted a complaint through the National Do Not Call registry and submitted a formal request through the Sirius customer service web site. The callers refuse to listen and the calls have not stopped. I just received another call from [redacted].

I want the subscription terminated and I want the calls to stop.Desired Settlement: I want my service terminated, the calls to stop, and an apology for the harassment.

Business

Response:

April *, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint# [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to phone calls he continues to receive even after requesting to have his phone number added to the Do Not Call list. He is requesting that these calls stop immediately and he does not want to renew his subscription. A member of our Corporate Customer Relations team reached out to [redacted] several times to discuss his concerns; however our attempts to date were unsuccessful. As requested we have closed his subscription and we cleared the $15.91 balance that was for time used. We also updated his contact preferences to Do Not Call. We would like to advise him that while we will make every effort to remove his phone number from our lists as soon as possible, it can take up to 5 business days to completely update all of our systems. During that time it is possible that he may receive a few more calls due to campaigns still in progress. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Review: I spent almost 3 hours on the phone with siriusxm radio on June **, 2014. They had turned off my radio and my wife's radio when we switched vehicles. After being passed by numerous customer service people and having to call back multiple times I finally got to someone who said they would help. She told me if I agreed to pay transfer fee of $75 for each vehicle she would do this one time courtesy transfer although she explained it would not happen again because they don't transfer lifetime subscriptions between hardwired radios. I agreed to the terms and was told I would receive a bill. I called back today July **,2014 because although my radio worked my wife's car was not working. They told me today that my wife's car was not active and that my truck was on a month to month plan. After an hour on the phone they told me that in 2007 policies changed. I tried to explain that the lady who I talked to on the [redacted] of June explained this to me but made the exception one time for being a loyal customer.Desired Settlement: I would like the $75 for each radio for a total of $150 that was agreed to put back in place

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency and have researched his account. [redacted]’s complaint regarding the transfer of his Lifetime Subscriptions to his new vehicles resulted from the Customer Agreement Terms and Conditions which state that Lifetime subscriptions in vehicles are non-transferable and non-refundable.

A member of our Corporate Customer Relations team reached out to [redacted]’s and reviewed the Terms and Conditions for his Lifetime subscription. When a Lifetime subscription is purchased for a vehicle, the subscription is non-transferable and non-refundable. We transferred his Lifetime subscriptions to his new vehicles, as a courtesy, and informed him that if these vehicles are traded in, the Lifetime Subscription will not be transferred again. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

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 vehicle equipped with OnStar. As per the dealer's instruction, I eagerly pressed the OnStar button to touch base with Sirius/XM radio to try a trail of XM Radio thinking that I may like it so much that I ultimately would subscribe to the service. I had it with a previous vehicle and had enjoyed listening to football games when traveling across states with my family. After providing the requested personal information that representative said they were sending a signal to the vehicle to activate the service and walked me through the necessary steps to begin enjoying the service. The vehicle however never had the service activated. I was never able to listen to any station. Disappointed, a few days later I called back to explain the issue. The representative said they would send the signal again and walked me through the steps a second time however to my disappointment, again, it did not work. Convinced it just wasn't mean to be I figured, oh well. Later I received a bill at home for active service. I called and explained what had happen and the phone call ended with me under the impression that the billing error for service never received was resolved. The representative said they could send the signal again, but I declined and expressed that I instead decided to forgo trying the service entirely. A few weeks later I received yet another paper invoice, but this time it said I was late on my payment. A bit worked up, I called again. I explained everything a second time and again the call ended with the representative reassuring me that service was not active (and recorded as such) as well as providing peace of mind that there was no balance nor would there be moving forward. I was satisfied until today when I received yet another bill now with 2 late fees. Very upset I decided to take a different approach. Instead of calling, I initiated a chat window from Sirius website hoping to record the conversation this time just in case I needed to revisit it later which was beginning to look like the developing trend. The representative in this instance said he could only waive the late fees. I explained that waiving their fee would not do as there was no need to waive the late fee as I was never late. I expected that the error be resolved as a reasonable person would which did not include being charge for service never received. I acknowledged the I understood he was unable to correctly address the issue, thanked him for his attempt to help and let him know that I would instead be calling Customer Care again to try to get it fixed for the fourth time now. Upon calling, they couldn't find my account. After holding for collectively over 10 minutes throughout the call the representative, [redacted], said that the invoice was for a the previous vehicle I mentioned above which was an account that had been paid-in-full and closed for years. Obviously it's a disorganized mess on the other end of the phone I imagine. Not only was the bill incorrect, but the vehicle was too. The prior calls never revealed that this was for a vehicle I don't own and account which had been closed in good standing for years. I asked, and then insisted, for something in writing stating that there was nothing owed and the account closed. The best [redacted] could do was send me an email that I should expect to receive within 24 hours. I know the rest of the world received emails instantaneously, less the lag time for internet connection and lag imposed by various email hosting services out of one's control, but Sirius' email system apparently is similar to the billing in that it is not effective. I am unenthusiastically waiting to receive this email.

The most maddening part is that it has nothing to do with the amount of the invoice - that's nominal at best. It is the principle of the matter. This "it's been taken care of" and then receiving a bill is excusable once, but this requiring a fourth attempt to remedy illustrates something unfortunately which seems unethical. My concern is that this impact my credit report, so I feel like I am being held hostage. I can not ever expect to subscribe or recommend this company which is disappointing, because otherwise I likely would have tried to activate service again during football season if I learned that I would be missing a game which I had hoped to watch. I am a very disappointed former and once-perspective client. I'm sure this is laden with typos due to my frustration, so please feel free to contact me if any of the above was not clear as a result.Desired Settlement: I would appreciate something in writing confirming what I was already told - the account is closed, there is no outstanding balance and there will be no further issue with regards to this matter.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. We have investigated [redacted]’s complaint regarding being billed for service he did not receive was due to a misunderstanding involving multiple accounts.

A member of the Corporate Customer Relations team spoke with [redacted] and explained to him that the bills he was receiving was for a monthly subscription on radio id [redacted] on account [redacted] This was in a vehicle that he no longer owned and was activated in error. [redacted] also had radio id [redacted], on account [redacted]; which was on a trial subscription that expired on April **, 2014. When he would call Customer Care about the bill he received, he was advised there was no balance owing as the agents were looking at account[redacted]. We informed [redacted] that account [redacted] has been credited to reflect a $0 balance. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

SIRIUS XM Radio Inc.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The error was on the part of SiriusXm, but they have remedied the issue to my satisfaction.

Sincerely,

Review: Without any notice, the company initiated a charge on my credit card for their service, on Jun. **, 2012, to a vehicle I have returned at the end of lease on Jan.**, 2009; and set it in automatice renewal for every 6 months. they have refunded me the most recent charge of $97.81. I need to recover two previous charges with total of $128.33.Desired Settlement: cash refund, certification that SiriusXM have deleted all my information, including any credit card information, from their record, and an entry on Revdex.com noting SiriusXM's unethical practice. And I would like to see Revdex.com take a class action against SiriusXM for this kind of violation of personal rights and privacy.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a renewal for a service that he has not had since he returned his vehicle in 2009. He would like to be refunded for the two previous charges as he was refunded the most recent so he is requesting a total refund of $128.33. After reviewing the account and contacting him, we found that according to the notes the credit card was added to the account through correspondence on June *, 2012 and the service was reactivated at that time. We informed [redacted] that as per the Terms and Conditions the account continued to renew as there was no cancellation request made.

We spoke with [redacted] and he stated that he did not provide his credit card information, and he traded in his vehicle in 2009 so he would like to be refunded for the two other charges. We apologized for the frustration and informed him as this was for time used we are unable to refund older charges and we advised him to contact his bank. We have confirmed the account is closed and we have removed the credit card information from the account.

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: On July **, 2007 we purchased a Lifetime Subscription to Sirius Radiofor $399.00.I have a letter of confirmation of this purchase. It shows no restrictions on number of vehicles. It was later transferred to five different vehicles in the following years. When our trial was over on the last vehicle we purchased we called to have it transferred and they said it was only good on three vehicles. They also closed my original account with no notification...Apparently after we made the purchase they changed the rules. we received no notification of this. I have spent hours on the phone with them and written the corporate office but have received no answer. I feel they should honor the contract we originally entered into.I don't feel I should have to pay for the service .Desired Settlement: We would like our Sirius service turned back on. We just want what we paid for. Lifetime Subscription........

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a Lifetime Subscription she purchased in July 2007 with the understanding there were no restrictions on the number of transfers. She stated that she transferred the service five times already and recently where she traded in the vehicle she was informed there would be no more transfers. She stated that her subscription was shut down so she is requesting to have the Lifetime Subscription restored with her new device.

A member of our Corporate Customer Relations team reached out to [redacted] and discussed the Terms and Conditions for the Lifetime Subscription. We explained with each transfer there is a $75.00 fee and there was always a limit of three transfers. As a courtesy we offered to reactivate the Lifetime Subscription with the new device. We did advise her that this would be the final transfer and that once this vehicle was traded in the Lifetime Subscription would be void. Since there are no further actions to be taken we have closed this complaint as resolved.

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

SIRIUSXM Radio Inc.

Sincerely,

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 allowed Sirius XM to charge my billing on a Bank of America Visa card, in 2011 I noticed that they had charged me an enormous fee to renew. I called them and arranged with them to bill me $99/year and told them I would disconnect the service if it was more than that. I paid no attention to it until I got my March bill this year and noticed that they had charged me $50.59 on 02/**/2014; it seemed that they had charged me recently so I called my credit card company and found that they have been charging me ~$50 every quarter since 2011. They have been charging me over $200/year on an [redacted] that we had agreed to be $99/year.

I tried to call their customer service line this morning and was met with cynical derision. Their [redacted]s were not helpful at all as I was passed from one to another and they pretended to not even understand what I was trying to get resolved. I finally ended up with an Indian lady who laughed at me, told me she was the last person I could talk to and hung up on me.

I do realize that I bear some responsibility in this in that I did not pay attention to my credit card [redacted] and I do not dispute the fact that I have used their service.Desired Settlement: I am looking to reclaim the amounts over $99/year that they have stolen from me since 2011, approximately $300.

Business

Response:

[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 found that his complaint is in regards to the charges associated with the automatic renewal of his subscription per the Terms and Conditions.

[redacted] was on an annual subscription that renewed on February **, 2011, charging the credit card on file $157.83. On April **, 2011, [redacted] contacted Customer Service as he received a 5 month for $20.00 promotion and requested for his service to be placed on this promotional subscription; which was completed and a refund of $119.69 was issued. Per our Terms and Conditions; which are provided on our website, www.siriusxm.com, 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.

A member of our Corporate Customer Relations team spoke with [redacted] and explained that 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. We informed him that since he did not contact us prior to cancel his subscription, we will be unable to refund him back to September 2011. We explained that we do not have a $99.00 per year subscription and that these promotions are a onetime offer only. On April **, 2014, [redacted] was provided with an annual promotion; which will renew on April **, 2015 at our then current price. As a gesture of good will, we offered to provide [redacted] with the annual promotion once more on his April 2015 renewal. 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: Cary H. Solomon

[email protected]

Attention: Customer Care

1290 Avenue of the Americas, 11th Floor

New York, NY 10019

Sincerely,

Geraldine Roberts

SiriusXM Corporate Customer Relations Team

866-578-7474 (option 3)

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:

Sirius runs it business based upon fraudulent and deceptive practices. During the course of dealing with Sirius I told them that I wanted a contract from them this time, something that outlines the terms and conditions pertaining to their services. I was told that this is not the way that they do business. During the course of conversations with Sirius representatives they consistently referred to conversations they said we had but when pressed for information as to exactly when the conversations took place or who I spoke with they admitted that they do not have that information documented and didn't really have it; they were employing deceitful, deceptive and dishonest practices.

I will not accept any answer from Sirius other than to reimburse me for the overcharges that they took liberties to charge to my account.

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

Sincerely,

Business

Response:

[redacted]

[redacted] states that his complaint has not been resolved as he was told that the $99.00 year price would be extended to him next year. He states he wants acknowledgement of this conversation before he considers the matter resolved.

A member of the Corporate Customer Relations team spoke with [redacted] and reiterated that we will receive the annual promotion once more, as we stated in our last response. Again we advised him to contact us prior to his renewal on April **, 2015 as promotional rates only apply during the initial term and we will set his subscription on the annual promotion for $99.00, using the non refundable service credit that was provided to him on May **, 2014. 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.

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,