Sirius XM Radio

Review: The made a fraud, they made me an unauthorized credit card charged. I have been sending and sending emails for the cancellation of their terrible service and they didn't care, they just ripped me from my money. I told them to give me may refund because I cancelled the service with them, but they are making a bigger fraud and they don't respond.Desired Settlement: I'm not using anymore their terrible mediocry service, I need MY MONEY that they stole from me, and after THAT I'll see if I will keep using the service.

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 review, [redacted]’s complaint resulted from the automatic renewal of his subscription. Per the Terms and Conditions in our Customer Agreement, subscriptions will automatically renew until the subscriber calls us to cancel. On April *, 2014, [redacted] accepted a 6-month promotional subscription offer on radio [redacted]. On October *, 2014, at the end of the promotional term, his subscription automatically renewed to a full price package which bills on a semiannual term, charging the credit card on file $108.26 A member of our Corporate Customer Relations team reached out to [redacted] several times via phone and email; however he replied via email stating that he is seeking legal counsel and refused to speak with us directly concerning his account. We processed the cancellation of his subscription and a refund in the amount of $108.26 for the November *, 2014 charge was issued. The average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.[redacted]

Sincerely, [redacted]

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.

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: 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: To get service from this company you must pay for their service in advance. That is fine, you can pay a month or a year etc. I have been with the company as a customer for 10 years. In the last few years they have started doing something very shady. When your service is up, they send you a bill with an outstanding balance and a due date. They call you telling you, you owe them money. Every indication is that you owe them a past due balance as though you are in debt to them. In fact you are not, your contract for the term is up and you can chose to pay and continue the service or not. They have 33 million customers. If even 1% of the people fall for this, thinking they owe money, that would be 330,000 people being ripped off every year. I almost fell for it the first time, but I was smart enough to question the bill. It is a despicable practice that must be stopped.Desired Settlement: They need to change the way they send out the "bill", because it is not infact a bill, it is them trying to sell you a service disguised as a bill.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to invoices he has been receiving after his renewal to inform him of a balance that is due for time used. He stated he has always paid for service in advance so he feels this is shady and he would like to see this process changed.

A member of our Corporate Customer Relations Team reached out to [redacted] and informed him that per the Terms and Conditions an account will continue to renew at our then current rates unless the customer had called to cancel their subscription. [redacted] stated that he has been paying no more than $100.00 a year since he has been a customer for 10 years and he will not pay $185.50 for a one year subscription. Upon reviewing the account we did find that he has paid the regular rate for several years except for the last three years as he was given an introductory rate. We tried to advise him that once this subscription renews it will renew at our then current rates as the introductory rate is only meant to be a onetime deal.

[redacted] stated that he wanted to cancel his subscription as he feels this was a waste of time. We are willing to work with [redacted] should he wish to reactivate his service however as requested we have closed the subscription and cleared the balance of $14.23 for time used as the subscription renewed July *,2014. Should [redacted] wish to review our Terms and Conditions this information is available at [redacted]

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

SIRIUSXM Radio Inc.

Sincerely,

Review: On February *, 2016 I contacted Sirius to continue Sirius radio service as I had purchased a new car with a trial period that will end March [redacted]. I browsed the internet and found an official Sirius copyright date 2016 web page that indicated that Basic Plus Sirius XM service would be $5.99 a month or $49.99 a year. Website: [redacted]

I contacted Sirius at a telephone number provided me by a letter I received from Sirius to get Sirius service after my trial period. The first customer service Rep said she could not give that price, so I spoke to a Customer Listener Care Rep (Mike) who told me I could get the price I asked for and that with fees that the full yearly price would be $60.69. As we were talking the line disconnected. When I called back to the Customer Listener Care telephone number and spoke to Thomas, he said he could not hook me back up to the previous Rep so I had to start all over again with Thomas. He said he would not give me that price for BASIC PLUS and offered me $8.49, a month, rather than the advertised $5.99 a month, even after I gave him the website page. He told me there was no one else that I could talk to. I did not complete the transaction because the company did not honor the advertised rate.Desired Settlement: Charge me $5.99 a month, as advertised for BASIC PLUS Sirius XM. ($60.69 a year with fees and taxes).

Business

Response:

February **, 2016 The Revdex.com Serving Metropolitan New York Mediator [redacted]

[redacted] Re: Revdex.com Complaint [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 his complaint resulted from a misunderstanding regarding the cost of a Basic Plus subscription that was advertised online. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns. We informed him that the cost of the Basic Plus subscriptions is $8.49 per month and $69.99 per year, (plus fees and taxes) as the promotional pricing of $5.99 per month and $49.99 per year (plus fees and taxes) has ended. As a gesture of good will, we provided [redacted] with a $20.00 service credit and activated his account on the Basis Plus annual subscription. 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] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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,

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: In 2009 I purchased a Lifetime membership with Sirius XM radio. I have since purchased a new car and now I am told

they no longer offer that subscription and I have o pay $200.00 a year for service.

Lifetime to me means Lifetime not until you get rid of your car. I spoke to someone in Customer service (I will attach the conversation) where I was told the subscription will need to be transferred. I called and no one will help me. I am very upset and also disgusted that the meaning to lifetime is until you get a new car. The lifetime membership is still on my account and they added a new line of service. So now it shows as if I have 2 radios. I only have 1.Desired Settlement: I would like my lifetime membership to continue and to not be charged as agreed when I purchased the plan

Business

Response:

November **,

2015[redacted]

Re:

Revdex.com Complaint [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 her complaint is regarding the

transferability of her Lifetime subscription. Per the terms and conditions of the SiriusXM Customer agreement when the

subscription was purchased, the transferability of a Lifetime Subscription

depends upon whether it is associated with a home, portable or dock and play

receiver, or whether it is associated with a receiver installed by an automaker

or an automotive dealer. In addition, a "Lifetime Subscription" is one that continues for the

life of the receiver equipment.Per the terms and conditions on our

Customer Agreement, Non Automotive Receivers: A Lifetime Subscription

associated with a home, portable, or dock & play receiver is transferable

from one receiver to another receiver, up to a maximum of three (3) times. For

each permitted transfer of a subscription from one receiver to another or from

one person to another you will be charged a transfer fee set forth in this

Agreement. Automotive Receivers: A Lifetime Subscription is not transferable if

it is associated with a receiver installed in a vehicle by an automaker or an

automotive dealer, except in the event the original Receiver associated with

that Lifetime Subscription is stolen, accidentally damaged or if, in the sole

discretion of Sirius or XM, it is defective. For each permitted transfer of a

subscription from one person to another based upon a stolen or accidentally

damaged receiver you will be charged a transfer fee set forth in this

agreement. No transfer fee will be charged for the transfer of a Lifetime

Subscription associated with a receiver installed by an automaker or an

automotive dealer if, in the sole discretion of Sirius or XM, the Receiver is

defective.On October **, 2009, [redacted]

purchased a Lifetime Subscription for her dock and play Radio ID ending in [redacted]. On April **, 2012, [redacted] transferred

the Lifetime subscription from her dock and play radio to her vehicle, a

transfer fee of $80.25 was made via credit card.A member of our Corporate Customer Solutions

team spoke with [redacted] and reviewed the terms and conditions

for the Lifetime subscription purchased in 2009. We offered a onetime courtesy transfer for

her new receiver and informed her that if she accepts, there will be no further

transfers. [redacted] accepted our

offer, but stated that she was still not happy with the situation. As a further gesture of good will, we waived

the transfer fee. 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] concerns. 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]

[redacted] Sincerely,Geraldine

R[redacted]SiriusXM

Corporate Solutions Team###-###-####

(option 3)

Review: We had two vehicles with Sirius XM Radio. Last fall, my son called to cancel his subscription BEFORE it was to renew. The company went ahead and charged our credit card. When my husband called in December to dispute the charges, he was told that the call had been interrupted before the cancellation was completed. However, it was on their computer who had called, when he called, why he called, and that the call had terminated. What a [redacted]! THEY hung up first. During my husband's call, he told Sirius to also not renew his subscription. When we got our credit card, we had been charged AGAIN! My husband called them the other day to get it straightened out. They gave him all kinds of runaround, and tried to tell him they were running a special, so did he want to remain a customer. After many no's, my husband ended the conversation. We then received an email that they had credited our credit card, but not for the full amount. The business practices of this company are absolutely appalling! They used deception for the purpose of taking our money. There was NO MISUNDERSTANDING that we were trying to cancel our subscription.Desired Settlement: I would like it on public record that there has been a complaint against Sirius XM Radio for deceptive business practices. They should be ashamed of themselves.

Business

Response:

April [redacted], 2014

Re: Complaint ID[redacted]

Hello [redacted]

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a cancellation request her son made last fall where they were no longer using the service. The subscription did renew so [redacted] contacted the Cancellation Department and he was informed the subscription was not cancelled as the call was dropped. She stated her husband again requested cancellation and later found out they were charged for another renewal. When they called again to cancel they were given a prorated amount instead of the full amount that was recently charged. She would like this issue looked into.

A member of our Corporate Customer Relations team reached out to [redacted] and apologized for all the frustration this issue caused. We explained that in order to cancel an account the customer has to remain on the line to complete the cancellation or the request can not be completed. [redacted] feels that a call back should have been made if the call was dropped before a resolution was made. We informed her it is the customer’s responsibility to monitor their account. As a courtesy we offered to refund the remainder of the charge that had recently gone through however [redacted] declined this resolution. We have confirmed there are no active subscriptions on her account and there is a $0.00 balance. 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.

Review: On 12/**/2014 I received a phone call from a SiriusXM sales rep in regards to my satellite radio trail ending and he had some offers if I wanted to continue. After speaking over my options I opted for the 1-year subscription, I specifically asked the sales representative if the SiriusXM NavTraffic was included with the package and he assured me that it would be included with the selected package. The sales rep also advised me that I would NOT be charged for the full service until the END of my subscription (on 12/**/2015). I verbally agreed to this contract under the assumption that what the sales rep told me was true, which to my surprise was in fact not true. 4 days after my trail subscription ended and the new subscription started (12/**/2015) I was immediately charged the FULL AMOUNT of the subscription, even though I was told otherwise. Upon calling in to customer service they advised me that there was nothing that they could do. Now fast forward a few weeks to I believe 12/**/2014, my SiriusXM NavTraffic randomly gets disconnected. Upon calling into customer care, they advised me that this was NOT included in my selected service plan and that they would offer it to me at a discounted price instead of including it like they had promised to me.Desired Settlement: I made this purchase under the assumption that what was explained to me would be included, which is what I want. I'd like to have SiriusXM NavTraffic added to my subscription as was promised and I'd like my subscription term extended at no cost for the inconvenience this has caused me.

Business

Response:

January *, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted], Thank you for contacting Sirius XM on [redacted]’s behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint relates to a miscommunication regarding a promotional subscription he was offered. A member of our Corporate Customer Relations team spoke with [redacted], who stated he was advised that the subscription he purchased would include traffic. We apologized for the miscommunication and explained to him that the All Access subscription he purchased includes local traffic only and not his NavTraffic. We informed him that we would provide him with an annual NavTraffic at a promotional subscription at no cost to him. We explained to [redacted] that his annual All Access and NavTraffic subscriptions will automatically renew; on January *, 2016, at our then current rates charging the credit card on file. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted] Sincerely, [redacted]###-###-#### (option 3)

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 signed up for a SiriusXM All Access 1 Year subscription from 12/**/2014-12/**/2015 for $131.72. I already had one bait & switch issue with SiriusXM and filed a Revdex.com complaint and the situation was remedied, however about in February SiriusXM rolled out a new version of their mobile app. The app was 100% broken, thousands of other subscribers also had the same issue. The mobile app was NOT possible to use and this service was part of my contract. With SiriusXM confirming that they knew the app was broken (I called in many times), they simply told everyone to wait it out and we would be compensated. Now 4 months later in June and the app is still not 100% functioning and I have not received any compensation, whether it be to extend my service or to issue me a refund. I specifically picked the most expensive All Access package for the internet radio service, however if that service isn't functioning correctly then why should I be paying so much more extra? I attempted to contact SiriusXM live chat today and they told me all they could do was refund me $20, after I told them no they told me there was nothing more they could do and disconnected with me. This is NOT acceptable. In addition to this mobile app issue, it has come to my attention that the NavTraffic that I have a subscription for in my vehicle is a complete sham. It is inaccurate 95% of the time, and I can prove this with photos of where the freeway is completely stopped but the NavTraffic shows as all green free flowing traffic, or vice versa where the NavTraffic shows as red stopped traffic but the traffic in reality is free flowing. Also many accident and hazardous markers on the map are usually false, showing markings of an accident but in reality there is no accident.Desired Settlement: I want to be compensated for the issues I have been facing and for the products not working correctly. I paid for a specific subscription package and expect to receive what is advertised.

Business

Response:

June 12, 2015 The Revdex.com Serving Metropolitan New YorkMediator30 East 33rd Street– 12th FloorNew York, NY 10016 Re: Revdex.com Complaint ID [redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf. We regret that his experience led to a complaint with your agency. After researching [redacted]’s account, it was found that his complaint resulted from technical issues he is experiencing while attempting to use our Internet Radio and NavTraffic services. A member of our Corporate Customer Relations team reached out to [redacted] and apologized for the inconveniences he is experiencing. We assured him that we are attentively working on our Internet Services. We would also like to advise him that the SiriusXM app will need to be updated to our newest version. As a gesture of good will, we issued a refund for $45.00 to cover the cost of the Internet service. We informed [redacted] that he will need to take his vehicle to the dealership to look at the NavTraffic issue that is occurring. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUS XM Radio Inc. To: [redacted] Attention: Customer Care [redacted] Sincerely, [redacted]SiriusXM CorporateCustomer Relations Team###-###-####(option 3)

Review: This is a complaint against Sirius Satellite Radio and their failure to honor a sales offer that was made to me verbally through a phone conversation on July **, 2013. On the afternoon of July **, 2013, I contacted a Sirius representative to discuss a service issue with one of my radios. In that process, [redacted] solicited my interest in purchasing a Sirius Satelite Radio stand alone box for a 30-day trial basis. After the trial basis, I had a variety of options to select from to continue the radio service -- with one of these including a payment of $461 for a lifetime membership. As such, I agreed to buy a Sirius Satellite Radio for my home beginning with a free trial service period that costs me initially $26.24 for the unit plus shipping/handling. The radio arrived in the mail very quickly two days later on July **, 2013. I also purchased the accompanying stereo dock for $148.39. I liked the product and decided to contact Sirius on July **, 2013 to proceed with the purchase of the lifetime option. However to my surprise, the representative who answered the call said that the lifetime option was not available! That same day, I contacted another representative for a second attempt, and again the representative denied my request.

My claim is that [redacted] at Sirius solicited me to purchase the radio on a trial basis using the lifetime option as an enticement feature, but after I accepted the radio and committed to the product, Sirius was later unable to fulfill their promise. Sirius failed to deliver on their special offer.Desired Settlement: The relief that I am seeking is for Sirius to honor their sales phone conversation with me on July **, 2013 (our conversation was recorded) and allow me to purchase the lifetime option for this radio at $461. This would be the appropriate good-faith business practice between Sirius and the consumer.

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’ 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 he spoke with a SiriusXM representative on 7/**/2013 regarding an issue with one of his radios and was offered a radio with a 30 day trial basis and was advised after this trial he had a variety of subscription to choose from along with a Lifetime Subscription for $461.00. He states he purchased the radio for $26.24 as well as the docking station for $148.39 and upon receiving it, he decided to continue with the Lifetime Subscription, but when he called again, the representative he spoke with informed him that the Lifetime option was not available. He is requesting for SiriusXM to honor the conversation with the representative on 7/**/2013 and allow him to purchase the Lifetime Subscription for $461.00.

We reached out to [redacted] and informed him that we are unable to provide him with the Lifetime Subscription for $461.00. We apologized for the inconvenience and advised him that if he wanted to return the equipment we would refund the amount paid. He states he does not want to return the equipment and stated that he was made this offer that he did not make it up. We offered six (6) months of service at no cost to which he replied he would think about it and get back to us. We spoke with [redacted] again on 8/*/2013 and he declined our offer as he would like the Lifetime Subscription honored for $461.00. We reiterated that we could not accommodate this and he thanked us and stated he will pursue this issue further. Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.

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

Review: They charged unauthorized fees to my credit card. They called me a year ago and said they would give us a two year contract for a flat fee we paid at the time. Then they started billing our credit card every three months in the amount of $64.89. My wife called Sirius and after two phones calls refunded only one month.Desired Settlement: Refund of October 2014 charge of $64.89 and refund of January 2015 charge of $64.89.

Business

Response:

May **, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted], [redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted]’ behalf. [redacted]’ complaint is in regards to an automatic renewal he did not agree too. He stated they spoke with Listener Care and they were offered a 2-year flat rate however they continued to be charged quarterly. He is requesting that both quarterly renewals be issued back to his credit card. A member of our Corporate Customer Relations team reached out to [redacted] and explained the billing. We informed him that upon reviewing the account there was no record of a two year plan being activated. As a courtesy we did offer to refund him for the two charges for a total of 127.48. As there was 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]’ concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted] Sincerely, [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

Review: Their service is a one year billing cycle. At the end of the year they are to send out another bill so I can renew my subscription if I wanted to. I find out after a year that their service is to pricey for what they provide. I was not planning on renew my subscription upon receipt of my bill and was planning on letting it just end upon expiration date 8/**/2014. They went on to continue service without my approval and proceeded to bill me for the new service. I called and complained that I had not given them permission to renew and I was not wanting their service or was I going to pay for any charges that built up. Now I am being billed for a month of service.Desired Settlement: Eliminate any charges I owe.

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,

I purchased a lifetime subscription over the phone when the trail subscription on my new vehicle ran out. I paid about $900. After using the service and vehicle for a year, I traded in that vehicle for another new one. The trail service is about to run out, so I contacted Sirius to transfer the service. To my surprise, it's not transferable. I was never told, nor did I sign or agree to anything that wasn't explained to me over the phone. I have all the information for them to type into their computers to change the service, but they refuse. So, in so many words I paid $900 for a year of service. I'm currently looking into some kind of legal action I can take so I can get my money back and so this doesn't happen to anyone else.

Review: On August [redacted] I contacted xm satellite company because there was a charge on my credit card from them that I didn't authorize. After speaking with three representatives and getting cancellation number [redacted] I was told the money would be back on my credit card in 3-5 business days unacceptable but fine. In the meantime I filed a complaint online because this should have never happened. When I spoke to the representative back in May I specifically requested that my credit card only be charged for $3.56 and nothing else and informed them I would call back about a renewal. The rep kept my credit card on file against my wishes and set me up for automatic renewal. After I entered my complaint I've been working with [redacted] who advised me on August [redacted] that I would have my refund back on my credit card in 3-5 business days only to call me on Tuesday, August [redacted] to tell me I would get a paper check instead and it would take 10-14 business days to reach me from 8/**/2014. That's unacceptable. This is a improper way to treat a customer whose been loyal for years. This is credit card fraud any way you look at it and this company doesn't deserve my business or anyone's business.Desired Settlement: I would like an apology for the trouble this caused.

Business

Response:

[redacted]

Hello Mediator,

Thank you for contacting SiriusXM on [redacted]’s behalf. We researched [redacted]’s complaint regarding an unauthorized charge and found that it resulted from an agent adding a follow on plan to her trial subscription in error. [redacted] requested a refund; which was issued, but due to the credit card being removed off file, the refund type was then changed to a check.

On May **, 2014, [redacted] contacted us to cancel her subscription on a vehicle she sold. She currently had a three month trial subscription on a Traverse that started on May *, 2014 and ended August *, 2014. While speaking with our sales representative, she decided not to extend at that time, but stated she would call back. However, the agent incorrectly processed an extension of the service on [redacted]’s account by adding an annual promotional plan totaling $100.13. Once her trial subscription ended, the annual subscription started, charging the credit card on file. This subscription was cancelled on August **, 2014 and a refund of $100.13 requested.

A member of the Corporate Customer Relations team spoke with [redacted] and explained that due to her credit card no longer being on file, her refund would need to be issued via check. We informed her that check refunds may take 10 -14 business days to process. We offered [redacted] six (6) months of service at no cost to her. A future deactivation date (FDD) was set for February **, 2015 to prevent auto renewal. Check Number [redacted] was issued on August **, 2014. We apologize for any inconvenience this has caused and thank [redacted] for her patience and understanding while resolving this matter. 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.

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,

They deducted money for Lexus Enform a year after I ended the lease on my car. Then they made jump through hoops to get a full refund.
On the current car, I find the radio service far too expensive so I first reduced service and then a few days before end of contract, I cancelled. I asked the phone person If the service would continue until expiration since there would be no refund. The operator assured me that it would. An hour later, there was no service. They sole 4 days of service from me.
They really are an awful company. They basically hate their customers.

We attempted for over a year to have SiriusXM cancel our subscription. I do not believe this is ever going to be resolved. To date the company has debited my credit card for a total of $665.97. We expect to be credited the amount of these unauthorized transactions. I will be bring these charges to the attention of both our credit card company and our attorney general.

Review: SiriusXM was included in the purchase of my 2012 car two years ago. Last year I received a bill asking if I wanted to keep the service. I paid for one more year.

Today, I saw on my [redacted] bill that SiriusXM charged my credit card for $211.04 for an additional year. I received no bill for this, and did not approve this charge. I called SiriusXM and was told that this is standard practice and that they automatically renew customers at the highest rate!! I was then offered a deal of $89 for a year. I declined. Is it now legal to charge customer credit cards without their approval?Desired Settlement: SiriusXM stop this practice of renewing customers without authorization. Other companies in the U.S. have figured out how to send annual bills. I'm sure SiriusXM can manage this task.

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. [redacted] complaint resulted from the automatic renewal of her subscription. Per the Terms and Conditions, subscriptions will automatically renew until the subscriber calls us to cancel.

On August **, 2014, [redacted]’s subscription automatically renewed and the credit card on file was charged $211.04.

A member of our Corporate Customer Relations team reached out to [redacted] and explained that her annual subscription automatically renewed, per our Terms and Conditions, which are provided on our website [redacted]. The subscription continues to renew at the rates in effect at the time of each renewal, charging the credit card on file, until the subscriber calls us to cancel. On October *, 2014, a refund of the $211.04 that was charged on August **, 2014, was issued back to the credit card on file. As a gesture of good will, we provided [redacted] with an annual promotion at no cost to her. We advised [redacted] that service will automatically renew on October *, 2015, per our Terms and Conditions. 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.

Sincerely,