Sirius XM Radio

Review: Have tried to cancel XM service in July of 2014. Still being billed for service and charged a late fee.Desired Settlement: Cancel account as of July 2014 as requested.

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 review, it was found that his complaint regarding to being billed for service and late fees resulted from the automatic renewal of his subscriptions. Per the Terms and Conditions, subscriptions automatically renew until the subscriber calls us to cancel.

On July **, 2014, [redacted]’s annual subscription automatically renewed, per the Terms and Conditions, in the amount of $243.27. However, we were unable to receive a payment because the credit card on file expired. On August **, 2014, the subscription went inactive for non-payment, leaving a balance of $17.99 for used service. A $5.00 late fee was added on August **, 2014, bringing the balance to $23.29. We show no notations on the account, stating that [redacted] contacted us to cancel.

A member of the Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but as we were unable to speak with him we were unable to address his concerns. Currently there are no active units on his account and as a onetime courtesy; we have credited his account 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,

Review: My satellite radio was not working I tried calling several times and experienced long hold times. My current radio I'd is [redacted]. I troubleshooted several times with the antenna over the phone. In the process of doing so I dropped my new iPhone and broke it because I was pulling apart my car. I was told by the first rep that if I activated another radio the 15.00 fee would be waived when I

Called back. It was nlnot in the notes and requested several times to speak t a supervisor and was denied. I bought a new radio that works now and the previous one was only a year old. That day I had a six hr DRI e to visit my family for the Jewish holiday and it was ruined because I could not listen to the satellite radio during my trip. I was treated very badly and lied to by the customer reps. Extremely poor customer service. I have been valued customer since 2008.Desired Settlement: I want my $15 refunded to my credit card, six months free service, compensation for my iPhone loss and a personal letter of apology. Legal action could be taken and me , my brother and several other family members will cancel our service. I can be reached at [redacted] and the phone number on the account is [redacted].

Business

Response:

Hello Mediator,

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

[redacted] states his radio was not working and he called several times and did troubleshooting over the phone and was told that if he activated another radio the $15.00 fee would be waived. He states upon calling back there were no notes to support that. He is requesting for his $15.00 to be refunded and six months free service as his iPhone was broke when he dropped it while attempting to fix his antenna on the radio.

We spoke with [redacted] and informed him that as a courtesy, we have placed a $15.00 credit on his account for the transfer fee that he was charged. We have provided him with a month credit as well and advised him that there is currently a service credit of $38.30 which will be used towards the monthly renewal on 10/*/2013. 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]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.

Review: These people call us constantly. We've asked them to stop and we have filed complaints with [redacted]. They say they are looking for someone named [redacted] and we have told them time and time again that we don't know anyone by that name. Yet they keep calling.Desired Settlement: I want these people to realize they have a wrong number to to stop harrassing me.

Business

Response:

Hello Mediator,

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

[redacted] states he has been receiving constant calls from SiriusXM and has requested for the calls to stop. He states the representatives are looking for someone named [redacted] and he has stated that he informed them he does not know anyone by that name, but the calls continue.

We reached out to [redacted] via email and apologized for any inconvenience he experienced. We advised him that his phone number has been removed and advised him that he may also find more information about our Do Not Call process by accessing the following link [redacted]. 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]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.

Review: Sirius XM has failed to refund erroneous charges to our account stemming from a deactivation of a radio as well as a bait and switch tactic in agreeing to amend the situation yet raising the monthly charges to do away with said radio. Currently, we have 3 active radios with Sirius XM however, for approximately the last year, Sirius XM has billed us for 4 radios (one being in a car no longer owned by us). Sirius XM also failed to provide its free 90 day trial subscription on a Certified Lexus vehicle purchased in October of 2013. Sirius XM has promised to restore service to those 3 radios (which have subsquentially been downgraded during our repeated objections.) Sirius XM has also stated that they can not continue to bill us on the monthly plan we currently have and are continually raising the monthly price to receive the same level of service previously contracted to before the dispute began.Desired Settlement: We would like to receive the credits for the monthly charges on the one radio that was not suppose to be active, we would like to receive the free 90 day trial as promised during purchase of the vehicle, and we would also like to continue to pay the price on the 3 radios on the price previously agreed to.

Business

Response:

[redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a subscription he has been charged for that he does not own. He stated this subscription should have been cancelled last year when he traded in the vehicle but instead he continued to be charged monthly. He stated that he did not receive his three month free trial from the purchase a new vehicle so he would like these issues addressed.

Upon reviewing the account we found on May*, 2013 there was a call made to transfer service from esn [redacted]which is a portable radio to radio id LAJAV088 which is in a 2008 Honda Accord. We explained to [redacted] the portable device was added back to the account on May **, 2013. At this time there were three active radios on the account until that subscription was cancelled in Mach 2014. [redacted] was also upset with the renewals of his other subscriptions as he stated these were not authorized. We informed [redacted] that a refund of $239.94 would be issued back to the credit card that was charged which he accepted. We informed him that the free trial was active on his account from November **, 2013 through February **, 2014. We also informed him that his next renewal would charge the credit card on May **, 2014 at our current rates. [redacted] was satisfied with the resolution and he has our contact number should he have any further questions or concerns.

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

SIRIUSXM Radio Inc.

Review: I had a trial Sirius XM subscription upon purchase of a new vehicle. When the subscription ended I chose not to purchase the service. SiriusXM has contacted me home phone every day, two times a day for the past 3 weeks trying to get me to sign up for the service. I have told them repeatedly I am not interested and to stop calling but the calls continue. I signed up for the national no call registry but it takes 31 days after signing before I can file a complaint. The phone number of the telesales that keep calling me is [redacted]. It's in Oregon but I could not find a SiriusXM in Oregon so I used the headquarter address to file the complaint. It there anything you can do or recommend for me to get them to stop calling?

Business

Response:

Hello Mediator,

Thank you for contacting Sirius XM on [redacted]’s behalf. We’ve investigated their complaint and have found it to be an invalid complaint. [redacted]’s complaint states that he had a free trial with the purchase of a new vehicle. He stated when this service was over he did not want to renew but he continues to receive phone calls. He would like his contact preferences updated so that all contact will stop. After reviewing the account and reaching out via email we found that the service had been closed as the pre paid service was over.

We have updated [redacted]’s account with his request not to contact him with solicitations. As a reminder, our do not call list is to stop marketing calls and does not cover account or service related contacts.

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

Sincerely,

Sirius XM Corporate Customer Relations Team

Consumer

Response:

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

Sincerely,

Review: I have been with Sirius Xm 4 years starting with a g6 vehicle the package I had before either at 5 or 6 months and it was like $36 every month now I'm being charged almost $50 without any notice every 3 monthsDesired Settlement: My desired outcome will be ongoing as long as I have XM Sirius account it doesn't change every 6 months for $30

Business

Response:

February **, 2016 [redacted]

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her experience led to a complaint with your agency. After researching [redacted] account, it was found that her complaint regarding the increase in price of her subscription resulted from the automatic renewal of her promotional subscription which renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. In addition, the promotional rate subscriptions she has been provided are intended for one-time use and automatically renew at current rates. On December **, 2014, [redacted] purchased a 5 month Select promotional rate subscription and payment was made via credit card. An email was generated confirming her transaction, which also included automatic renewal information. On May **, 2015, the subscription automatically renewed to a quarterly term at standard rates and the credit card on file was charged $55.32. On May **, 2015, [redacted] downgraded her subscription to a lower priced Mostly Music quarterly subscription and a refund of $18.45 was issued. An email was generated on this date confirming her transaction, which also included automatic renewal information. On August 11, 2015, the subscription automatically renewed to a quarterly term at standard rates and the credit card on file was charged $40.56. On August 22, 2015, [redacted] called us requesting to cancel her subscription. In lieu of cancelation, she accepted another 5 month Select promotional rate subscription and a refund was issued for $9.82. On January **, 2016, the subscription again automatically renewed to a quarterly term at standard rates and the credit card on file was charged $48.62. [redacted] called us on February 11, 2016, to cancel her subscription and a refund of $36.47 was issued for unused service. A member of our Corporate Solutions Team reached out to [redacted] regarding her concerns. We reviewed the automatic renewal policy and explained that subscriptions renew at current rates. We informed her that promotional rate subscriptions are intended for one-time use and are subject to automatic renewal. As a gesture of good will, we offered to reactivate her subscription on a 6-month Mostly Music promotional subscription and provide her with a $20.00 service credit towards the balance, but she declined stating that she does not need the service. Should [redacted] have any further questions or concerns, we ask that she contact us utilizing the information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### ([redacted])

Review: Service with Sirius XM was cancelled after free trial ended. Service came with the purchase of new GMC vehicle. I am now receiving multiple unsolicited calls per day from Sirius XM, even though I have repeatedly told them that I am not interested.Desired Settlement: It would be great if they would write a formal apology for their improper business practices. My phone number has been on the Do Not Call list for years, which I had hoped would prevent this kind of ridiculous situation.

Business

Response:

Hello Mediator,

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

[redacted] states he received a free trial of SiriusXM with the purchase of his vehicle and he is now receiving multiple unsolicited calls and he is not interested. He is requesting for an apology and the calls to stop as he has been on the Do Not Contact list for years.

We reached out to [redacted] and apologized for any inconvenience he experienced. If you are a SiriusXM subscriber, or if you have a business relationship with us created by the purchase or lease of an automotive vehicle which came with a complimentary trial period of SiriusXM services, you may be contacted by SiriusXM even though you are on a state or the National DNC List. We have informed [redacted] that the contact preferences were updated on his account an advised him that we have also removed the radio id as well. We would like to advise [redacted] that while we will make every effort to remove her phone number from our lists as soon as possible, it can take up to 10 business days to completely update all of our systems. During that time it is possible that he may receive a few more calls due to campaigns still in progress. We would like to inform [redacted] that he could also find more information about this process by accessing the following link [redacted]. 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]’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

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 used to own a 2011 Kia Forte-5, for which I had Sirius XM radio. In January 2014, I traded that vehicle in for a 2014 Kia Forte, which I now drive. When I purchased this vehicle, it came with the trial period, which I did not renew for this car, and subsequently did not have the service after the trial period. Lo and behold, last year July my husband's credit card was charged $173.00 for service THAT I DID NOT HAVE, DID NOT RECEIVE, AND DO NOT NOW HAVE...!! We have *TRIED* working with SXM phone reps, first my husband upon whom the SXM reps hung up on THREE TIMES-- ZERO resolution - He tried calling about six times, all to no avail, so we contacted the bank for the card that SXM company FRAUDULENTLY charged us for SERVICES NOT ASKED FOR AND NOT RECEIVED....

They also told us that we did not cancel services until October 2015, which is not true due to the fact that we have been going around with SXM since July 2015 regarding these charges. We did not cancel because we did not have the service!!

The rep that I spoke to on the phone informed me that because we had now contacted our bank, that they could not do anything because we had taken the matter to our bank. This was after four months of NOTHING from SXM, and now they are saying that they could not do anything. I asked to speak to a supervisor, and the girl I spoke to about 2 weeks ago said that the supervisor, Judy, was really busy, and would call me back within 24-48 hours. So now it is that 2 weeks later, and surprise, no phone call. No refund, nothing.Desired Settlement: I want Sirius XM to refund the $173.00 they charged to my husband's credit card for services not received.

Business

Response:

January **, 2016 [redacted]

[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 resulted from the automatic renewal of her subscription per the terms and conditions in our Customer Agreement. Customers are notified prior to renewals, for subscriptions on annual packages or greater. On April *, 2014 [redacted] trial subscription expired on radio ID [redacted] (2014 Forte). On May *, 2014, [redacted] accepted an annual subscription at a promotional rate and provided us with her credit card which was charged $100.13. An email was generated and sent to [redacted] confirming her transaction. On May *, 2015, her annual subscription renewed at our then current rate for $204.88, however, we were unable to charge the card on file at that time. On May **, 2015, service went inactive due to nonpayment, leaving a balance of $15.11; we received the $15.11 payment, bringing the account current and his subscription was restored to active status. A balance of $189.21 was left remaining for the service period from May 30, 2015 to May *, 2016. On June **, 2015, service went inactive again due to nonpayment, leaving a balance of $15.11; we received the $15.11 payment, bringing the account current and his subscription was restored to active status. On July *, 2015, the remaining $173.54 was received. On July **, 2015, Mr. Tiley contacted us regarding the charges and was advised of the renewal and the call was then disconnected. No changes were made to the account. On October **, 2015, the subscription was deactivated due to a chargeback for $173.54. A member of the Corporate Solutions team spoke with Mrs. Tiley and informed her that as a gesture of good will, we will issue a refund of $97.96; as this amount combined with the $173.54 previously refunded via a chargeback reflects the total charges from 2015. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

Review: I requested my radio service to be cancelled, which it was. A credit was issued to the account on file online in the amount of $159.00. I have requested on many occasions to be refunded by check and they refuse to.Desired Settlement: To receive a check in the amount of $159.00 for unused service.

Business

Response:

[redacted]

[redacted] Hello Mediator, Thank you for contacting Sirius XM on [redacted] behalf. We regret that his recent experience led to a complaint with your agency. After researching [redacted] account, it was found that his complaint relates to a refund that was issued back to his credit card when he states he requested the refund to be issued via check. A member of the Corporate Solutions team reached out to [redacted] and spoke with his wife. We informed her that the refund was issued back to the credit card on file ending in [redacted] in December **, 2015. Please be advised that the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days. Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve [redacted] concerns. If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option 3)

Review: The payment was sent in to Sirius in the form of a check on December **2013 in the amount of $159.39. The check number is 2114. It cleared Pacific Western bank on December **2013. We have received several. And I do mean SEVERAL calls and emails and letters stating that my account has not been paid. We have spoken with several members of the Sirius team several times to try to find a way to correct this. Copies of the actual bank statements have been faxed at least twice. People have told us that the matter was resolved at least twice. And yet we are still getting calls, emails and letters stating otherwise. When we call we always get the same thing. No record of payment. We have taken notes as to who and when we have talked with Sirius. Received multiple escalation numbers and still no change. Just more aggrevation and no results.Desired Settlement: Billing adjustment with compensation for months of aggravation due to time lost with numerous phones calls. More than (10) have taken place.

Business

Response:

April [redacted], 2014

Hello [redacted]

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to a check payment he made in the amount of $159.39. He stated that payment cleared his bank however he continues to receive phone calls informing him of a past due balance on his account. He stated he wants this issue addressed as he has already paid for his subscription.

After reviewing the account and contacting him, we found that there was no payment posted to his account. He stated that he sent in his bank statement several times and his issue has still not been resolved. We provided our fax number and requested that he send us a copy of the bank statement so we would review and make any necessary changes to his account. We have still not received the fax even after trying to reach out to him via phone and email several times after we spoke with him. Currently there is a balance due of $159.69 and there is no further action we can take until the bank statement is received.

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

SIRIUSXM Radio Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The fax had been sent in at least twice. It seems as though whatever obstacles Sirius throws at me that I try to clear is not good enough. Many Fax have been sent. Yet they claim none received. Myself and my fiancée's family have tried to complete these tasks to furnish proof of payment for months now to only receive more "nice" sounding customer care people telling us that they want to help us with yet no results except for further run around. This date is the 2nd time to send the pictures of the check. I sent the pictures of the check last week and even tried to follow up with a call.

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

Sincerely,

Business

Response:

[redacted]

Hello [redacted],

Thank you for contacting Sirius XM on [redacted]’s behalf. [redacted]’s complaint is in regards to the payment that has not been posted to his account even though he sent in numerous faxes’ showing the cashed check. He wants this issue resolved immediately.

A member of our [redacted] reached out to [redacted] to apologize for all the frustration this issue caused. We informed [redacted] that we did receive his recent fax and we have sent the information to the appropriate department to have the payment applied to his account. We informed him this process can take 5 to 7 business days but there will be no interruption in service caused by the balance on his account. We will continue to monitor this account and we will reach out to inform [redacted] once the payment has been applied.

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

SIRIUSXM Radio Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

After months of harassment and confusion. Extremely minimal compensation offered. $10.00 off on my subscription renewal? For next year? Really? And it can only come from [redacted]? Who knows if she will even still be employed there by next year. Sirius is truly IMO one of the most incompetent and least customer conscious business's that I have ever dealt with. Actually at this point. They are the worst.

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

Sincerely,

I have never held an account with Sirius, but I bough a new car about a year ago and it came with a free trial. I enjoyed it while it lasted but decided not to pay to keep it.
Then this business called my work to try to get me to subscribe. I can only imagine that they got my work number through the car dealership, but that is so unprofessional to call someone's work to try to acquire a client. I will never consider doing business with this company again.

I purchased a brand new Chrysler 300 from a dealer in Ohio. Tried to activate my free 1 year Sirius and they claim my radio Id was registered to a taxi service. The car never left the lot except a test drive so without any proof they claim nothing can be done. Sirius wouldn't provide the dealer and proof or details but to say too bad. So I think it's bad business not to honor the deal between Chrysler/Uconnect/Sirius