Sirius XM Radio

Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf. ...

We regret that her experience led to a complaint with your agency.  After review, [redacted]’s complaint is in regards to receiving emails for a SiriusXM account that does not belong to her.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  Upon review of the accounts in question, it appears that [redacted] and her cousin, who also has a SiriusXM account, at one point, shared the same name.  Due to a mix up with the names, [redacted]’s and her cousins’ email addresses ended up on each other’s account.  Both accounts currently contain the correct contact information; however, [redacted]’s email address remained associated with her cousin’s the account on the back end.  We informed [redacted] that we are working on having her email disassociated with her cousins’ account.  We advised her that this process may be lengthy.  We apologize for any inconvenience this may have caused for [redacted] and we thank her for her patience and understanding while we work on resolving this issue as soon as possible.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]s concerns. If you’d like to contact us regarding this matter, please use the information listed below.   [redacted]   Sincerely, Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### [redacted]

Hello Mediator, 
 
Thank you for contacting Sirius XM on [redacted]...

[redacted]’s behalf.  We regret that his recent experience led to a complaint with your agency.  After researching his account, it was found that his complaint is regarding a request to no longer be contacted.
 
We have updated our records with [redacted]’s request not to contact him with solicitations.  We would like to advise him that while we will make every effort to remove his phone number from our lists as soon as possible, it can take up to 5 business days to completely update all of our systems.  During that time it is possible that he may receive a few more calls due to campaigns still in progress.  We would like to inform [redacted] that he could also find more information about this process by accessing the following link [redacted]    
 
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]

July *, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [redacted], [redacted]Hello Mediator,  [redacted] states his complaint has not been resolved as he states he is unable to cancel his subscription without calling and SiriusXM should not be allowed to automatically charge customers without approval.  He stated our offer to provide him with another promotion is a band aid that will allow us to continue duping customers.We contacted [redacted] to address his concerns; however, he stated he does not want any further offers or contact from SiriusXM.  Auto renewal is the current business practice for SiriusXM; while we understand [redacted]’s desire to have this process changed we have no current plan to update SiriusXM’s Terms & Conditions.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.  All our subscriptions renew automatically and are billed to the credit card on file, unless set-up otherwise.  Automatic renewal notifications, for subscriptions on an annual term or higher, are sent out 30 days prior to the renewal date.  A FDD (Future Deactivation Date) was set for July **, 2015 to prevent auto renewal.  We have updated [redacted]’s account with his Do Not Contact request, to include mail and email as well. While we make every effort to honor his request as soon as possible, please allow 3-5 business days for email and up to 30 days for mail requests to completely update in all of our systems. Also, Do Not Mail requests expire 3 years from the date of request.   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 Corporate Customer Relations Team###-###-#### (option 3)

June **, 2015 The Revdex.com Serving Metropolitan New YorkMediator[redacted] Re: Complaint# [redacted] Hello Mediator,   Thank you for contacting Sirius XM on [redacted]’s behalf.  [redacted]’s complaint...

is in regards to a cancellation request that was not honored as he informed that he did not stay on the line to continue the cancellation.  He is very upset and wants to speak with someone to address these concerns.A member of our Corporate Customer Relations team reached out to [redacted] and advised him of our cancellation process.  He requested to have the call pulled as he feels that he waited on the line in order to cancel his subscription.  We did review the call and found that [redacted] requested to speak with a manager and then stated he would call back tomorrow to have a manager cancel his subscription. As there were no other notes until June **, 2015 the service continued to renew per the Terms and Conditions.   Should [redacted] request a transcript of notes a subpoena would need to be provided.  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contactinformation if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below.  SIRIUSXM Radio Inc. To: Cary H. S[redacted] Attention: Customer Care [redacted]     Sincerely,  CharleneG[redacted]SiriusXM Corporate Customer Relations Team###-###-####(Option 3)

October **, 2015
Hello Mediator,Thank you for contacting SiriusXM on [redacted] behalf.  We regret that her experience...

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

[redacted]19Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

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Hello Mediator, 
 
Thank you for contacting SiriusXM on [redacted]...

[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 is in regards to a trial subscription the dealership activated that she is requesting to have canceled. 
 
A member of our Corporate Customer Relations team spoke with [redacted]’ and informed her that we have cancelled the trial subscription on her vehicle as she requeted. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below. 
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
SIRIUS XM Radio Inc.
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Sincerely,
 
[redacted]
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[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that her recent experience led...

to a complaint with your agency.  After researching [redacted]’s account, it was found that her complaint is in regards to a trail subscription she was provided along with the transferability of her promotional rate subscription from her old vehicle to her new vehicle.  Due to system limitations, we are unable to transfer the remaining term of a subscription as a follow on to a trial subscription; however, subscribers can apply credits generated from subscriptions paid in advance towards subscription costs on the new vehicle.    On February **, 2016, [redacted] called to transfer the remaining promotional rate subscription from her Radio ID ending in [redacted] (2011 Cruze) to the Radio ID ending [redacted] (2015 Malibu); as the Cruze was sold.  The Radio ID ending in [redacted] was cancelled, resulting in a credit balance of $89.96 for services paid in advance.  [redacted] was then advised that Radio ID [redacted] was currently activated on a trial subscription.  As we were not yet notified by the dealer, the current trial subscription was on a 24 month trial for the dealership; which was the reason her trial was cancelled and she lost service.  On May **, 2016, [redacted] was provided with an All Access annual; subscription at no cost, as she was advised by a previous agent that her trial service would be valid until April 2017. A member of our Corporate Solutions Team reached out to [redacted] to further discuss her concerns.  [redacted] stated that her issue was previously resolved, but she could not understand why her previous service could not have been added to the trial.  We explained both the agent and system limitations, based on what she had requested.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information listed below.  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below. [redacted] Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### [redacted]

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[redacted]   [redacted]   Hello Mediator,   [redacted] states his complaint has not been resolved as his annual subscription was changed to a monthly 4 days after hid purchase and he received no communication or provided no explanation.   On September **, 2016, [redacted] annual subscription was changed to a monthly in error; which was corrected immediately.  We would like to inform [redacted] that the agent who made the error on his account has been retrained.  Again, we would like to take this time to apologize for leaving [redacted] with a negative impression of our SiriusXM Customer Care 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.   [redacted]    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

January **, 2016 The Revdex.com Serving Metropolitan New York Mediator [redacted]
[redacted] Hello Mediator, Thank you for contacting SiriusXM on Mr. [redacted] behalf.  We regret that his recent experience...

led to a complaint with your agency.  After researching Mr. [redacted] account, his complaint regarding being billed $17.83 resulted from the remaining balance for the time period following the automatic renewal of his subscription per the Terms and Conditions in the Customer Agreement.  Subscriptions automatically renew until a subscriber calls us to cancel. On June **, 2015, [redacted] called us to cancel his subscription on radio ID [redacted].  In lieu of cancelation, he accepted a 5-month promotional subscription for $32.38, as there was a credit of $14.36 for unused service from his previous subscription, there remained a balance of $18.02; which he made a onetime credit card payment for.  A confirmation email was sent to [redacted] on June **, 2015 detailing the terms of the renewal and advising him of the upcoming charges.  At the end of the promotional term, these packages automatically renew to a full price package, that bills on a quarterly term.  His subscriptions automatically renewed on November **, 2015 at a prorated amount of $48.03 and an invoice was sent for $50.27; this amount included a $2.00 invoice fee.  On November **, 2015, [redacted] called us requesting to have his subscription cancelled; which we processed immediately, leaving an owing balance of $12.22.  A late fee was added on December **, 2015, bringing to balance to $17.83.  On January **, 2016, [redacted] made a onetime credit card payment for $17.83.  A member of our Corporate Solutions Team spoke with Mr. Dixon and reviewed his concerns with him.  We informed him that as a gesture of good will, we will issue a refund for the $17.83; which was issued back to his credit card on January **, 2016.  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 Mr. [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)

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[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 is regarding the automatic renewal of her subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.  During the purchase of the promotional rate subscription, [redacted] would have been prompted to agree to the automatic renewal terms of her subscription.  In addition, an email confirming the transaction was sent to the email address on file, which included automatic renewal information.   On October *, 2015, [redacted] purchased a 5 month promotional rate subscription herself via our Online Account Center (our “OAC”).  On March *, 2016, at the end of the promotional rate term, her subscription automatically renewed to a full price package which bills on a monthly term, charging the credit card on file $17.07.  On March **, 2016, [redacted] called us to cancel her subscription and in lieu of cancelation, she accepted another 5 month promotional rate subscription.  An email was sent confirming the transaction; which included automatic renewal information and upcoming renewal charges.  On August 14, 2016, at the end of her promotional rate term, her subscription automatically renewed to a full price package which bills on a quarterly term charging her credit card $51.67.  The quarterly subscription automatically renewed again on November *, 2016 and February *, 2017, charging the credit card on file $54.64 each renewal.  On February *, 2017, [redacted] called us to cancel the subscription; which we processed immediately and a refund of $54.64 was issued.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss 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 courtesy, we issued an additional refund for $82.31 which reflects the charges from August 14, 2016 and November *, 2016 minus the $24.00 that she stated she was advised her subscription would renew for.  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.   [redacted]    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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[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 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 on 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 automotive dealer.   A member of our Customer Solutions Team spoke to [redacted] to further discuss her complaint.  [redacted] stated that the radio gave out in her vehicle and she paid to have the tuner replaced and was advised that her Lifetime Subscription could be transferred; however, upon calling back once the tuner was replaced, she was then advised that the Lifetime subscription was non transferable.  We informed [redacted] that if she could provide us with documentation showing the tuner was replaced by the dealer and is currently in the same vehicle, we would transfer her Lifetime subscription as a onetime courtesy.  We advised her that there will be a $75.00 transfer fee.  [redacted] agreed to provide us with the documentation; however, to date it has not been received.  We remain interested in working with [redacted] and wait for the requested documentation to complete the transfer.   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] Sirius XM Corporate Solutions Team ###-###-#### (option *)

April **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted] Hello [redacted],   [redacted] states his complaint has not been resolved as the documents he received state nothing about an 11 day period and there was no misunderstanding.  He states he was not advised about a credit that was provided and feels we are trying to shift the blame on him. It was never our intention to make [redacted] feel that we were placing any blame on him.  Our response explained our billing cycles and how it worked.  Upon review of the emails [redacted] attached to his rejection, we did read where the first email dated for March **, 2015, stated he would be charged $3.79 on September *, 2015.  There were no dates associated with this amount.  On March **, 2015, a second email was sent stating that his monthly charges will be estimated at $11.38 per month as the Mostly Music Subscription is $9.99 per month prior to additional fees and taxes.  We spoke with [redacted] and offered him an annual subscription at no cost to him for this inconvenience; which he accepted.  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 Corporate Customer Relations Team###-###-#### (option 3)

December **, 2014 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [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 his account, it was found that his complaint is regarding a request to no longer be contacted.  We have updated our records with [redacted]’s request not to contact him with solicitations.  We would like to advise him that while we will make every effort to remove his contact information from our lists as soon as possible, it can take up to 5 business days to completely update all of our systems to do not call and up to 30 days for mail.  During that time, it is possible that he may receive a few more calls/mailings 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. 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)

Revdex.com:
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]
My complaint with Sirius XM has been resolved, but I am "rejecting" the response because it is incorrect.  Contrary to the statement they made, I DID speak to a Sirius XM customer service representative (her name is [redacted]) for about 10 minutes on Friday, Nov * at approximately 12:30pm ET, and explained in detail the nature of my complaint.  As I told [redacted], my complaint was not simply filed because of one single incident, it was filed because of a consistent and repeated pattern of mistakes and overcharges.   Every single time I have dealt with Sirius XM, what I have been promised one thing on the phone, and then been charged a completely different (and much higher) amount on my credit card.  
I do believe this last incident was a mistake, and Sirius XM acted quickly to correct it, but this does not change the fact that EVERY single time I have dealt with this company, I have had to call back to complain and have an incorrect charge corrected and refunded.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

October *, 2016   [redacted]   [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We...

regret that his experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding his subscription being changed from an annual to a monthly subscription resulted from agent error.   On September **, 2016, [redacted] visited [redacted] and purchased an All Access annual subscription via our Online Account Center making a credit card payment for $241.66.  Later that day, he contacted our Customer Service department to cancel and was offered the All Access annual subscription at a promotional rate; which he accepted.  A refund for $121.78 was issued.  On September **, 2016, his subscription was temporarily changed to an All Access monthly subscription on error and was then placed back on the annual All Access subscription.   A member of our Corporate Solutions team reached out to [redacted] to further discuss his complaint.  We apologized for any inconvenience he experienced and advised him that his account was corrected.  [redacted] requested that we cancel his subscription; which we processed immediately and issued a refund of $135.87 via check number [redacted] on September **, 2016.  We have updated the contact preferences on his account to Do Not Contact.   While we make every effort to honor [redacted] request as soon as possible, please allow 3-5 business days for phone calls and email and up to 30 days for mail requests to completely update in all of our systems.  Should Mr. Pettenuzzi 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.   [redacted]    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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[redacted] [redacted]t   Hello Mediator,   Thank you for contacting Sirius XM on [redacted]’s...

behalf.  [redacted]’s complaint is in regards to a subscription he activated that later stopped working so he assumed this was the end of his service.  He stated after some time his expired credit card started being charged when he did not request reactivation.   He would like to close his subscription and he wants all phone calls to stop.  A member of our Corporate Customer Relations Team reached out to [redacted] and informed him upon reviewing the notes on the account there was no cancellation request made prior to November **, 2014 and this was the reason for the renewal.  We informed him as requested his subscription was closed and the balance was cleared so all phone calls regarding a past due balance would stop.  We informed him we updated his contact preferences to Do Not Call and explained this process can take 7-10 business days to update in our systems.  As there is no further action to be taken we have closed this complaint as resolved.  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.[redacted]
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    Sincerely,  [redacted]
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* Re: Revdex.com Complaint [redacted], [redacted] [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We regret...

that his experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint is regarding a misunderstanding of the available channel content after transferring his Lifetime subscription to a new vehicle.   On June *, 2016, [redacted] transferred his lifetime subscription from radio ID [redacted] (2009 Chrysler 900) to radio ID [redacted] (2015 Chrysler 200).  A credit card payment of $80.25 was applied to his credit card for the transfer fee.  On this date, [redacted] contacted us back regarding not being able to receive the Howard Stern channel; which he states he was advised he would receive upon the transfer to his new vehicle, and he was advised that in order to receive this channel he would need to upgrade to the Premier subscription.  At this time, [redacted] requested for the Lifetime subscription to be canceled; which we processed and a refund of $80.25 was issued back to him.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  The channel lineup differences were related to the radio in his new vehicle being on a different platform.  There are different platforms, based on the technology his satellite was built upon.  [redacted] previous vehicle had a Sirius device and was activated with Sirius Select programming, his new vehicle has an XM device and a package upgrade would be required to provide all channels.  We informed [redacted] that we have reinstated his Lifetime Subscription and as a courtesy, we upgraded his subscription from a Select to a Premier at no additional cost.   Should [redacted] have any further questions or concerns, we ask that he contact our Corporate Solutions team, 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.           [redacted]    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team [redacted] (option *)

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[redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted] behalf.  We regret...

that his experience led to a complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding charges to his credit card resulted from the automatic renewal of his subscription following his purchase of a promotional rate subscription in 2015.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.   On August *, 2015, [redacted] purchased a six (6) month All Access promotional rate subscription for Radio ID ending in [redacted] (Ford Explorer).  On February *, 2016, at the end of his promotional rate term, his subscription automatically renewed to a full price package; which bills on a quarterly term, charging the credit card on file $59.87.  As we received no request for cancelation, his subscription continued to renew, charging the credit card on file $77.30 on a quarterly basis.  On March [redacted], 2017, [redacted] requested the subscription be canceled; which we processed immediately, and a refund of $28.63 was issued for unused service after the last renewal.   A member of our Corporate Solutions team reached out to [redacted] to further discuss his complaint.  We reviewed the terms and conditions regarding the automatic renewal of his subscription.  [redacted] stated that he should not have been charged for renewal as the credit card he provided expired in 2015.  We explained that his credit card information was automatically updated for us through our updater service from our merchant processer.  We explained that since his subscription was renewing on a quarterly term since February 2016, we would be unable to refund him from that time.  We informed him that a refund for $28.63 was already provided and we would provide an additional refund of $48.67; which would provide him a full refund of the last $77.30 charge.  However, this amount was rejected as [redacted] disputed that charge and was refunded the full $77.30 by his bank.      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.       [redacted]      Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

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[redacted]   [redacted]   Hello Mediator,   Thank you for contacting SiriusXM 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 regarding the outstanding balance resulted from the automatic renewal of his subscription per the terms and conditions in the SiriusXM Customer Agreement.  Subscriptions automatically renew until the subscriber calls us to cancel.   On July **, 2016, [redacted] 6 month subscription automatically renewed charging the credit card on file $103.34.  On July **, 2016, he called us to cancel the subscription associated with Radio ID ending in [redacted]; however, in lieu of cancelation, he accepted a 6-month promotional rate subscription and was issued a refund for $72.50.  An email was sent to the address on file confirming the transaction; which also included automatic renewal information.  Promotional rate subscriptions are intended for one time use and automatically renew to full price subscriptions.  On January **, 2017, at the end of his promotional rate term, his subscription automatically renewed to a full price package which bills on a monthly term, for a prorated amount of $9.99 for the service period from January **, 2017 to February *, 2017.  However, we were unable to charge the credit card on file.  On February *, 2017, his subscription again renewed for the service period from February *, 2017 to March *, 2017, leaving an owing balance of $28.20.  We were unable to locate any prior request to cancel this subscription.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We reviewed the automatic renewal policy and cancelled his subscription on his Radio ID ending in [redacted].  Cancelation confirmation number [redacted].  In addition, as a courtesy, we waived the outstanding balance.  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] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that his experience led to a...

complaint with your agency.  After researching [redacted] account, it was found that his complaint regarding charges on his credit card resulted from the automatic renewal of his promotional rate subscription to standard rates.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. On July **, 2013, [redacted] contacted SiriusXM to request cancellation of the radio with the ID ending in [redacted].  In lieu of cancellation, he purchased a 5 month promotional rate subscription and payment was made via credit card.  On December **, 2013, the subscription automatically renewed to a quarterly term at standard rates and the credit card on file was charged.  Since that time, the subscription continued to automatically renew, quarterly, and charge the credit card on file.  On April *, 2016, [redacted] called us requesting to cancel the subscription.  In lieu of cancelation, he accepted another 5 month promotional rate subscription and was issued a refund of $3.12 for unused service from the last $56.37 payment received on February **, 2016.  At that time, [redacted] requested a refund for the previous years from December 2013 to February 2016 as well; however, his request was denied as there was no prior request for cancellation. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We spoke with his wife and advised her, subscriptions automatically renew until the customer calls us to cancel.[redacted] stated that they contacted their credit card company and they have disputed 3 of the payments taken.  As a gesture of good will, we offered to provide a refund for the most recent charge of $56.37 and provide them with an annual subscription at no cost; which was accepted.  [redacted] was advised that the subscription is set to automatically renew on April *, 2017, their credit card was removed from our files and they will receive an invoice upon renewal.  Should they have any further questions or concerns, we ask that they 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 ###-###-#### ([redacted])