Sirius XM Radio

February**, 2015 The Revdex.com Serving Metropolitan New York[redacted] [redacted] Re: Revdex.com Complaint ID[redacted],[redacted] Hello[redacted],   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his...

recent experience led to a complaint with your agency.  After researching his account, [redacted]’s complaint regarding his service not working, did not result from his subscription being cancelled by SiriusXM and we were unable to locate any record of him contacting us regarding service related issues with his radio. Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber.   A member of our Corporate Customer Relations team reached out to [redacted] and advised him that a refresh signal will need to be sent to his radio; which will need to be turned on at the time.  It was confirmed that his service was being received after the refresh signal was sent and as a gesture of good will, we have provided [redacted] with service through to February**, 2016 at no cost to him.  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)

[redacted] [redacted] [redacted]
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[redacted] [redacted]   Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’.  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 no longer being able to use her Stiletto as a portable radio.  She is requesting for a refund of a replacement radio.   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint.  We informed her that we will have a Starmate 8 with a portable speaker dock sent to her.  We would like to advise [redacted] that her orders have shipped and will be delivered on November **, 2016.  Should [redacted] have any further questions or concerns, we ask she 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]

Revdex.com, after filing the compliant yesterda, the second call lasted 2 hours and ended when I was hung up on for the second time. I called back and finally spoke to Amy. She was able to cancel my account without ever placing me on hold within 9 minutes. Had I spoken to her the first...

call I could still be a customer. Ultimately, the issue has now been resolved thanks to one capable person. 
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,
[redacted]

Revdex.com:
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.
Just waiting for [redacted] Bank to complete what they said they needed to release the funds.  SiriusXM has done a great job in resloving this issue.
Sincerely,
[redacted]

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

behalf.  We regret that his recent experience led to a complaint with your agency.  After researching his account, it was found that the complaint is in regards to automatic renewal of his subscriptions per the Terms and Conditions.  Subscriptions automatically renew until a subscriber calls us to cancel.
 
A member of our Corporate Customer Relations team reached out to [redacted] via phone and email to discuss his concerns, but we have been unsuccessful in speaking with him.  Since we have not spoken with [redacted] we would like to advise him that his subscription has been cancelled and his account has a $0 balance.   We remain interested in working with [redacted] and 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.
[redacted]
 
 
Sincerely,
 
[redacted]

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

[redacted]’s complaint is in regards to bills he received informing him of a balance due after he cancelled his service.  He stated he was informed of a deal and when he agreed the agent changed the terms.  He wants the deal that was offered which is 6-months for $58.94.    A member of our Corporate Customer Relations team reached out to [redacted] and he advised us that his issue was resolved.   As there is no action to be taken we have closed this complaint as resolved. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: Customer Care[redacted]  [redacted]    Sincerely,  [redacted]Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

[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, it was found that [redacted] complaint is regarding being contacted for solicitation purposes.    A member of our Corporate Solutions team contacted [redacted] to discuss her concerns.  We have placed her telephone number on our Do Not Call list, to ensure it is suppressed from any sales calls.  While we make every effort to remove phone numbers from our lists as soon as possible, it can take up to 5 business days to completely update all of our systems.  Should [redacted] have any further questions or concerns, we ask that she contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this matter, please use the information listed below.   [redacted]  Sincerely, Jo-Ann M[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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

[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 relates to a miscommunication regarding a promotional subscription she was offered. 
 
On October **, 2014, [redacted] was provided with a six (6) month XM Select promotional subscription which covered the period of October *, 2014 to April *, 2014.  She states at this time she was informed that the Howard Stern channels were available with this package.  Upon discovering that Howard Stern was not available on this package she cancelled the service and the refund of the $30.11 that was paid, was issued via check [redacted] on October *, 2014.
 
A member of the Corporate Customer Relations team spoke with [redacted] and explained to her that the XM Select package does not include Howard Stern, but it would be available on radio [redacted]; which is also active on her account, as this is a Sirius Radio.  We apologized for the inconvenience she experienced and offered to reactive service on radio [redacted] on a six month All Access promotional subscription for the same price she was quoted on the Select package.  [redacted] accepted our offer and a refresh signal was sent to update the channels on her radio.  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.
[redacted]
 
 
Sincerely,
 
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

[redacted]
*
[redacted]
[redacted]
[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 is in regards to an unauthorized charge to her credit card; which she alleges was made fraudulently by a SiriusXM agent.   A member of our Corporate Solutions team reached out to [redacted] to further discuss her complaint.  [redacted] stated that she disputed the charges with her credit card company.  We provided [redacted] with a fax number to provide our Fraud Department with a copy of her statement so this could be investigated further.  [redacted] stated that she has made several attempts to fax the number she was provided; however, she was receiving a message stating the number was disconnected.  After some research into the fax number, the error was discovered and we reached out to [redacted] via email to inform her that the issue with the fax machine was resolved.  As a gesture of good will, we provided a service credit of $44.98 to [redacted] to cover the cost of her renewal on July *, 2017.   We would like to advise [redacted] that if she has any additional questions of concerns; she can contact the Corporate Solutions team utilizing the 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 *)

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

complaint is in regards to a subscription he paid for that should be covered through December *, 2015.   He stated each time he calls he is transferred to other departments.  [redacted] wants to speak with someone to resolve these concerns.  A member of our Corporate Customer Relations reached out to [redacted] and advised him that currently he is activated with a 5 month introductory rate.  We advised him that we will contact him on August **, 2015 and place another 5-month subscription on the account to cover him through December 2015.  As there is no further action to be taken we have closed this complaint as resolved.  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio Inc.To: [redacted]Attention: [redacted]  [redacted]    Sincerely,  [redacted]###-###-#### (Option 3)

Revdex.com:
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.  I only hope that next time they listen to their customer and not demean the integrity of their client.
Sincerely,
[redacted]

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted] Hello [redacted],   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret...

that his recent experience led to a complaint with your agency.  After researching his account, [redacted]’s complaint regarding being charged for renewal of service after cancelling his subscription resulted from a miscommunication regarding the original request to cancel the subscription.  We show a request from the dealership to activate the service on the new vehicle, but no request to cancel the service on the previous subscription.    A member of the Corporate Customer Relations team spoke with [redacted] and confirmed that a refund of the $106.65 charge from November **, 2014 was issued on December **, 2014.  We informed him that we will issue a second refund of $106.65 for the May **, 2014 charge.  We advised [redacted] that the average turnaround time for refunds issued to credit card accounts is 5 to 10 business days.  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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
 
[redacted]
 
[redacted]   Hello Mediator,   [redacted] stated that he will not accepted the offer made by SiriusXM as he states he was advised by the sales agent he spoke with that he would pay $24.99 every 6 months for the duration of his subscription and was not advised that this was a promotional offer.  He stated he is willing to compromise and accept our offer if we also refund him for the equipment that he needed to purchase.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  It is not our policy to review calls with our subscribers, however, we have advised [redacted] that we will have the call reviewed.  We apologized for any miscommunication between [redacted] and the agent he spoke with, as promotional rate pricing is intended for one-time use and will renew at our then current rates, per our terms and conditions.  We informed him that we will issue a refund totaling $106.91; for the vehicle kit and 6 month promotional rate subscription.  [redacted] currently has a 3 month trial subscription activated on radio id [redacted](2014 Mazda) and we placed a credit on his account for the 6 month promotional rate subscription that will begin on November *, 2016 after his trial expires.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.   SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s 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 *)

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] Re: Revdex.com Complaint ID [redacted], [redacted] Hello [redacted],   Thank you for contacting SiriusXM on [redacted]’s behalf.  We...

regret that his recent experience led to a complaint with your agency.  After reviewing his complaint, we found that [redacted] is not a SiriusXM customer. [redacted]’s number, ###-###-####, was in our database as belonging to one of our subscribers.   We have updated our records to no longer contact ###-###-####.  We would like to advise [redacted] 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.  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]###-###-#### (option 3)

February **, 2016 [redacted]
[redacted]
[redacted]
[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])

July *, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [redacted]Hello Mediator,  [redacted] states his issue has still not been resolved as he is requesting for $200.00 in compensation for the harassment of erroneous bills he is receiving and having his account sent to collections.  We offer our sincere apologies to [redacted] for any inconvenience he has experienced and certainly understand his frustration.  We would like to assure him that we are doing everything possible to resolve his issue and again apologize that this has taken longer to correct than anticipated.  He can be assured that there will be no negative impact to his credit rating as we do not report to any of the credit bureaus.  We have confirmed with [redacted] that there are no active subscriptions on his account and provided him with a written confirmation that there is no outstanding balance due to SiriusXM on his account [redacted].  This situation resulted from a billing system issue, not the result of the cancellation process he refers to; as his subscriptions were cancelled in July 2014, as requested.  The multistate settlement which he references, addresses unresolved complaints, covering tangible losses, and [redacted] has been advised that we will not be providing any monetary settlement.SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUS XM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Revdex.com:
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,
[redacted]