Sirius XM Radio

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 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: On September **, 2013 Sirius XM radiosonde was authorized to debit 30.91 from my bank account. However, they removed 536.18 from my account. After speaking with multiple people on October *,2013 I was told by a supervisor by the name of [redacted] that our account would be refunded 500.03 dollars within 3 to 5 business days. This did not happen. I called the company I was told that the amount was not refunded and they would check with a supervisor; I waited on hold for 30 minutes then was hung up on. My account has still not be credited the unauthorized amount of 500.03 dollarsDesired Settlement: Refund

Business

Response:

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. A member of our Corporate Customer Relations team reached out to [redacted] to express our concern and offer a resolution.

[redacted] states on September **, 2013 she authorized $30.91 to be debited from her bank account, however $536.18 was removed. She states upon speaking with a supervisor who told her she would be refunded $500.03 within 3-5 days, but this did not happen. She states upon calling back she was told the amount was not refunded and after being placed on hold for 30 minutes, she was hung up on. She is requesting for her refund.

A member of the Corporate Customer Relations team reached out to [redacted] and apologized for any inconvenience she experienced. We explained to her there was an order of operations error and due to a system error where we were not able to bill her in 2012 and the balance accrued on the account. The previous balance should have been removed by the representative she spoke with prior to reactivating. We informed [redacted] that her refund will be issued via check and that the refund was requested in three amounts. $409.93 was issued via check number [redacted] and sent on October **, 2013 and $90.10 via check number [redacted] sent on October **, 2013. The $1.00 still needs to be processed. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.

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

Review: 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: 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: Though they have been charging me for a service, their product has not worked for over 45 days. Based on my disappointment, I have called and written asking the company to cancel my account.

They have ignored my requests and continue to debit my account. When calling their customer service line, I rarely make it past the automated prompts to speak to an actual agent - and when I do, I am hung up on.

I have made it clear that I would like my service cancelled, and I did not authorize the latest charge to my credit card. They refuse to honor my requests and continue to process charges without my authorization.Desired Settlement: Even though the service has not worked for months, I am asking only for a refund for the most recent charge - which occurred after I requested my account to be canceled.

In addition, I want my account closed. No further transactions to any of my credit cards are authorized.

Business

Response:

February**, 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 service he has been paying for but not receiving. He stated because of this he has requested cancellation several times and continues to be ignored. He wants to confirm his account is closed and he wants a refund for the most recent charge. A member of our Corporate Customer Relations team reached out to [redacted] who requested that we only correspond via email. In order to cancel a subscription the customer has to speak with the Cancellation Department and as she never spoke with this department this was why her service continued to renew. We did inform her that we have closed her subscription and we provided her with her confirmation number ([redacted]). We also refunded her back for the last charge in the amount of $51.22 which will be issued back to the credit card on file within 3-5 business days. As there are no other 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.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (Option 3)

Review: Two years ago I paid Sirium XM with my credit card for a one year subscription. After the one year subscription they automatically charged my credit card full price, which was much more than I agreed to pay for the first year. Knowing how Sirius XM does business I sent them a check for the following year so they wouldn't automatically charge my credit card. After my subscription was up again they kept my service going, but this time they sent what I owed to collections with no warning. When I got a bill in the mail, they informed me they sent this to collections and gave me a phone number. I've been trying to get thru to this collection agency but after being on hold for 10 minutes they automatically hangup on you.Desired Settlement: To not hurt my credit score and for Sirius XM to withdraw the charge

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 an automatic renewal that he did not agree too. As the balance was not paid his account went to collections so he is requesting this balance be removed. A member of our Corporate Customer Relations team reached out to [redacted] and advised him as per the Terms and Conditions an account will continue to renew until the customer calls to cancel. We advised him as a courtesy we would reach out to CCA to suppress his name remove from collections. We would also like to assure [redacted] SiriusXM does not report to any credit bureau so this will not affect his credit rating. As there is no further action to be taken we have closed this complaint as resolved. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

I tried to cancel my introductory trial which was $25 of 6 months. After receiving my first bill I called immediately to cancel. Each time I would call and let them rep know I'm no longer interested in the service they would take my information and hang up mid sentence. This happened 3 times. The next time I called I asked immediately if it was they practice to hang up on customers who tried to cancel. The rep assured me this was not the case. He then took my reason for cancellation and put it in the notes on my account. He told me "When you are transferred to the cancellation representative, ask for their name, and tell them to read the notes out loud on your account. That way they know there can't be any funny business." It was clear from that statement that they have some inappropriate practices. I was able to cancel the service and will NEVER sign up for Sirius XM again.

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.

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.

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.

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.

Review: We have been billed FOUR times for a single $75 lifetime transfer. On 9/**/13, I called to switch the lifetime service in my old Infiniti vehicle to my new Infiniti. I was charged $75 for the lifetime transfer. A couple of hours later, my Sirius inside the house went out, so I called SiriusXM ListenerCare and found out that the service representative transferred/disconnected the WRONG Sirius. I got that problem fixed, and the right lifetime service transferred, but the next day (9/*/137) another $75 charge was made to my credit card (even though I had already paid the one-time transfer fee). I called SiriusXM Listenercare Care again on 10/*/13 and was ensured that I would get a $75 credit. Instead, on 10/*/13 my credit card was charged $75 AGAIN. On 10/*/12, I called and asked to talk to a supervisor. I talked to "[redacted]" and explained what happened. He assured me that he was removing the credit card from our profile and that we would get a refund of $150 to our credit card within 3 days. He gave me a refund ID of [redacted] Instead of getting a refund, on 10/*/13, my credit card was charged $75 yet AGAIN. I have now been charged $75 FOUR TIMES (and wasted a lot of time calling SiriusXM customer service trying to get this resolved). (Our Sirius XM account is in my husband's name, [redacted]. Our account number is [redacted]).Desired Settlement: I would like the $225 now due to me refunded to me credit card and the credit card removed from our SiriusXM profile (their website won't allow me to remove it myself. We don't have any accounts with SiriusXM that require ongoing billing, so there is no reason for them to have this information).

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a Lifetime transfer fee he paid 4 times for a service he only wanted transferred once. She stated after the second charge she called and was informed the refund would be issued however several days later she found another $75.00 charge on her credit card. She is requesting to be refunded for the 3 transfer fees he did not agree to so this would amount to $225.00. After reviewing the account and contacting her, we found there was a billing error on the account that caused the credit card to be charged instead issuing the refund for $75.00

We have confirmed that the full refund of $225.00 was issued and [redacted] informed us we could close the complaint as resolved. We would like to apologize for any frustration this caused and ask that she contact us should she have any further questions or concerns.

Sirius XM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’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 called the customer service number of Sirius XM radio on 3/**/2014 to remove one of the two radios I had a subscription on. The other radio I wanted to stay intact was suppose to be activated until Oct. 2014. The person I was speaking with removed that radio and added it back on with a subscription that ends in June of 2014. My new BMW clearly states that it comes with a free one year subscription of the premium services which would have taken it until the original date in October. They tried to tell me that they had no way of verifying this even though it had just been that time period a minute before they changed it. I even looked on their website and it says that BMW 3 series come with a 1 year subsciption free of charge when you buy the vehicle new. After being on the phone for 50 minutes, they could not provide a resolution. I even asked to speak with a manager. They told me they would put in a "ticket" and this would be resolved in 7-10 business days and that I would receive communication. I even followed up with a complaint email to their customer service department. They too told me they would look into it. I talked to them again on the phone about a week and a half ago to get a status and they told me they couldn't provide me one and that it was taking longer than normal. This is unfortunate because I was originally calling in to extend my subscription once the trial was over. They obviously are not making customer service their priority and there are plenty of other options since my new car had internet capabilities. It has now been 20 business days and counting.Desired Settlement: I would like to have my service restored to the time frame was offered to me by BMW when I bought this vehicle. I also would like a complimentary time frame of some sort for all of the hassle if they expect me to return as a customer. We have several vehicles that have XM radio in them. I had over 10 calls to this company previously to try and work out quality issues with the reception on this very same radio when I got it. I have been a customer with many vehicles over the years and I feel if they care about their customers they will get this resolved and then some. Thank you.

Business

Response:

[redacted]

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a free trial he was informed he would receive with the purchase of his new BMW. He stated that he was informed this subscription would be covered through October 2014 but when his old subscription was removed the plans were changed and now he is being informed his free trial will go through June 2014. He would like to have his service covered for the free year trial that he is entitled to.

A member of our Corporate Customer Relations team reached out to [redacted] to apologize for all the frustration this issue caused. We found that the account was activated on a fixed trial as the original pre paid subscription was shut down. The representative misunderstood and thought this subscription was set up in error as these subscriptions are not normally used. We have corrected this issue and assured [redacted] that his radio will continue until his full one year trial is provided which will be in October 2014. Since this issue has been addressed we have closed this complaint as resolved.

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

SIRIUSXM Radio Inc.

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,

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 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: 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 lifetime subscription to Sirius radio and have never had issues changing radios over the years. I recently changed my lifetime service to my Chevy Silverado which has a SiriusXm radio in it and did not recieve all the channels I recieved before. The Nfl channel in particular is one I dont recieve and did recieve before. When somebody purchases a lifetime subscription when a company is having its struggles they expect that subscription to be honored I had no problem paying Sirius the money for a lifetime subscription at the time and they had no problem taking it either. Now they are trying to back out of the agreement. I contacted customer service to let them know the trasfer had left some channels out and they were unwilling to help or resolve the issue. The Customer Service Representative was extremly difficult to understand as there English was very imited and seemed to be in a foreign country. I would like to have my agreement honored and receive all channels as purchased in the lifetime subscripton that is what I paid for correct?Desired Settlement: Recieve all channels from Sirius xm radio as purchased under lifetime subscription.

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 his account, [redacted]’s complaint regarding channels he feels should be included with his XM Select package resulted from his misunderstanding which channels his device was capable of receiving. The device he has only receives programming specific to the XM platform and the channel lineup is based on her choice of XM packages. There are different platforms, based on the technology the satellite radio was built upon (Sirius, XM or SiriusXM) and that determines which subscription packages the device can receive. Even though he is activated with an account from SiriusXM, he has an XM device and is activated with the XM Select programming. A member of our Corporate Customer Relations team spoke with [redacted] and informed him that as a one-time courtesy, we will upgrade his current XM Select annual package to the XM Premier package at no cost to him. 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.[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.

Sincerely,

Review: Sirius sent me several different invoices all with varying amounts within a two month period. I had prepaid for 5 months of service and once ended, I did not wish to continue. I called their customer service and explained that I wasn't interested in paying $38 per quarter for future service because I only listened to 5 stations. I explained I would only continue if they gave me a discount. The CSR placed me on hold and never came back to the line. She apparently reactivated my account without my authorization even though their notes say the call was terminated (per supervisor "John"). Imagine my horror when I received a collection notice from a collection agency that my account balance was $60 and had been charged off. When I called Sirius today, I spent 1 hour on the phone with a CSR then a supervisor who first told me my acct was in good standing but then later admitted It had been written off and transferred to collections. They said there was nothing they could do and I'd have to dispute with the collection agency. how can a prepaid account auto renew and end up in collections for a service not authorized or completed.Desired Settlement: I want the account pulled back from the collection agency and adjusted to zero.

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,