Sirius XM Radio

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: 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: 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,

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: 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: 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,

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: 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: 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: 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: 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 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])