Sirius XM Radio

March **, 2016 *
[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 reviewing [redacted] account, it was found that his complaint is in regards to the channel change involving the Jay Thomas Show.  Programming changes are covered in the terms of our Customer Agreement.     A member of our Corporate Solutions team spoke with [redacted] and explained to him per the terms in our Customer Agreement, SiriusXM service consists of a variety of music, sports, news and entertainment programming.  We reserve the right to change, rearrange, add or delete programming, including canceling, moving or adding particular channels, at any time, with or without notice to you.  Your continued use of the service following any programming change will constitute your acceptance of such changes.  We further explained that due to the bandwidth of older radios, certain channels are not accessible.  At [redacted] request, we deactivated his subscription on radio ID 1801 and 9376; which left a credit of $27.28 for unused service.  As a gesture of good will, we provided an additional credit of $95.00 and issued a refund of $122.28.  A future deactivation date was set on radio ID 8030 for April **, 2016 to prevent auto renewal of this subscription.  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 ###-###-#### ([redacted])

March**, 2015 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 [redacted]’s complaint regarding being billed for a subscription that he requested to be canceled was due to agent error.   A review of the account determined that [redacted] contacted us requesting for the cancelation of service on radio [redacted] as he purchased a new vehicle.  At this time he requested to purchase a subscription for radio [redacted] to continue service after his trial subscription ended and updated his credit card on file.   Upon completion of this request, the service on radio [redacted] was not cancelled and renewed on July**, 2014 charging the credit card on file $212.75.    A member of our Corporate Customer Relations team spoke with [redacted] and apologized that his subscription was not canceled when requested.  We confirmed that the cancelation has now been completed on radio [redacted] and we placed a credit of $212.75 on his account; which he used towards an annual subscription at a promotional rate on radio [redacted] and [redacted].  A future deactivation date was set for March**, 2016 on radio [redacted] and the annual subscription on radio[redacted] will renew on March**, 2016 at our then current price.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.    SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.  SIRIUS XM Radio Inc.To: [redacted]Attention: [redacted]  Sincerely, [redacted]###-###-#### (option 3)

[redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted].  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 the purchase of a promotional rate subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rate in effect at the time if each renewal until the subscriber calls us to cancel.  Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber. On May **, 2015, [redacted] began service with a 6-month Select subscription at a promotional rate, the balance paid with a credit card that was left on file for future renewals.  A confirmation email was sent to [redacted] on May **, 2015 detailing the terms of the renewal and advising him of upcoming monthly credit card charges.  On February *, 2016, [redacted] called us requesting to cancel his subscription; which we processed immediately and issued a refund of $8.83 for unused service.  At this time an additional refund of $8.24 was provided, as this amount combined with the $8.83 reflects the total charge of $17.07 from January **, 2016. A member of our Corporate Solutions Team reached out to [redacted] regarding his concern.  We reviewed the automatic renewal policy and explained that unless we are contacted, we have no way of knowing if a device is not receiving our signal.  We informed him that as a gesture of good will, we will issue a refund for the $17.07 charge from December **, 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 ###-###-#### ([redacted])

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

behalf.  We regret that her experience led to a complaint with your agency.  After review, it was found that her complaint is in regards to making an incorrect wire transfer and sending a $170.00 payment to an account at SiriusXM in error.     
 
A member of our Corporate Customer Relations team spoke with [redacted] and addressed her concerns by informing her that we have provided her payment information to our Payment Research Department, who are in the process of locating the payment.  We advised [redacted] that the process may take 4-6 weeks to have her check returned.  [redacted] stated she understood and advised is that if she does not have the money retuned by late December, she will contact us back.  We have provided her with out contact number should she 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]’ concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
[redacted]
 
 
Sincerely,
 
[redacted]

[redacted]
 
[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, his complaint regarding a renewal charge to his credit card resulted from the automatic renewal of his quarterly subscription per the Terms and Conditions in our Customer Agreement.   On July *, 2014, a refund of $183.29 was requested to be refunded back to the credit card on file.  We advised [redacted] that his card would need to remain on file until the refund was issued and once he seen the refund was issued back to his card, he was to contact us to have the credit card removed off file.  On July **, 2014, the refund of $183.29 was processed, and on October **, 2014, his quarterly subscription renewed charging his credit card $50.59.  This amount was refunded on October **, 2014 along with a $35.00 Overdraft Fee. 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.  We would like to inform [redacted] that his credit card has been removed off file and his payment type changed to invoice.   His current subscription will automatically renew on December *, 2014 and an invoice will be sent for the balance due.  We remain interested in working with [redacted] should he have any further questions or concerns, we ask that he contact us utilizing our Corporate Customer Relations Department. 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.[redacted]  Sincerely, [redacted]

[redacted]
*
[redacted]
[redacted]
[redacted]
[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 is regarding maintaining the same programming provided to his previous vehicle.  Channel availability varies by package type for devices on our “Sirius” versus “XM” platforms.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  We explained the terms and conditions in the Customer Agreement at the time of purchase.  Lifetime Subscriptions first associated with, or subsequently transferred to, a Receiver installed by an automaker or an automotive dealer in a vehicle, are non-transferable, except in the event the original Receiver associated with the Lifetime Subscription is stolen, accidentally damaged or is defective.  A Lifetime Subscription associated with a home, portable, or dock & play Receiver is transferable from one such Receiver to another, up to a maximum of three (3) times.  For each permitted transfer of a subscription, a $75.00 transfer fee will be charged.  There are different platforms based on the technology his satellite radio was built upon (Sirius, XM or SiriusXM) that determines which subscription packages his device can receive.  Channel availability varies by package type for devices on our “Sirius” versus “XM” platforms.  [redacted] purchased a Select Lifetime Subscription for a receiver with a “Sirius” platform and this subscription was transferred to a receiver with an “XM” platform.  “Sirius” and “XM” Select level packages differ in terms of the included premium programming and channel availability.  As a courtesy, we upgraded his subscription to include the premium channels that were available on his previous radio, at no additional cost.  We also discussed [redacted] concern regarding a supervisor stating that the agent he spoke with would have his pay deducted if he waived the transfer fee.  We informed [redacted] that this will be looked into internally as SiriusXM does not treat their employees unfairly.  Should [redacted] have any further questions or concerns, we ask 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]’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 ###-###-#### (option *)

February **, 2016 *
[redacted] Re: Revdex.com Complaint [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 his complaint is in regards to the transfer of a Lifetime Subscription from radio ID [redacted]; which he states came with a Lifetime Subscription upon purchase.  We were unable to locate any record of this radio ID. A member of our Corporate Customer Solutions team reached out to [redacted] to further discuss his complaint.  We informed him that we have no record of the purchase of a Lifetime Subscription and requested he send in documentation showing that a Lifetime Subscription was purchased.  [redacted] provided us with a receipt for the purchase of Toyota Scion with a Kenwood DVD Navigation.  We advised him that we have forwarded radio ID [redacted] to our Corporate Headquarters to be investigated into further.  We will continue to work with him and will reach out once we receive feedback. 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)

[redacted]
 
[redacted]
 
[redacted]
  Hello Mediator,   [redacted] states her complaint has not been resolved as the second radio she received does not work.  She states she was advised to place the antenna outside, but that did not work and she considers this a safety hazard.   A member of our Customer Solutions Team reached out to [redacted] to further discuss her complaint.  [redacted] stated the second radio we sent was not working either.  We inquired as to where she had the radio and antenna located, to which she advised us that the antenna was on a book shelf.  We informed her that the antenna needs to be placed where it will have clear view of the sky so the satellite signal will not be blocked.  [redacted] took the radio into another room and once she placed the radio in the window, her radio updated.  She then advised us that she wants the radio in a different room and needs to get the antenna situated.  [redacted] contacted us back and stated that she cannot get the receiver to update in another room.  She will be receiving another receiver on the [redacted] and she will try that antenna to see if it works.  She advised us that she will contact us back upon receiving her next order.  [redacted] is aware that we remain interested in working with her and she has out contact information.   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]   Geraldine R[redacted] Sirius XM Corporate Solutions Team [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, it was found that [redacted] complaint is in regards to being billed for a subscription that she did not authorize.   On February *, 2015, an account was created for [redacted] and a 6-month promotional rate subscription was purchased for Radio ID ending in [redacted] (2008 Acura) and credit card ending in [redacted] was placed on the account for future renewals.  An email was sent to [redacted] on this date confirming the transaction; which included automatic renewal information.  On March **, 2015, this subscription was cancelled and a refund of $38.49 was issued back to the credit card.  A confirmation email was sent confirming the transaction.  On February **, 2016, a 5 month promotional rate subscription was purchased and the account was updated with a credit card ending in [redacted]; which was left on file for future renewals.  A confirmation email was sent confirming the transaction; which included automatic renewal information.  On July *, 2016, we received a call to cancel the subscription and in lieu of cancelation, a 6-month promotional rate subscription was accepted.  Again an email was sent confirming the transaction; which included automatic renewal information.  On January *, 2017, at the end of the promotional rate term, the subscription automatically renewed to a full price package which bills on a monthly term; however, we were unable to charge the credit card on file; which is why we reached out to [redacted].  On January *, 2017, we received a call from [redacted] requesting for the subscription to be canceled as she stated she did not purchase it.   A member of our Corporate Solutions team reached out to [redacted] via phone and email to further discuss her complaint; however, we have been unsuccessful in speaking with her to date.  We remain interested in working with [redacted] and 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 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 *)

June *, 2016   [redacted]   [redacted]   Hello Mediator,   Thank you for contacting Sirius XM 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 receiving an email confirmation for service she did not purchase was due to agent error.    [redacted] was provided with a twelve (12) month trial that started on May **, 2015 and ended May **, 2016 for radio [redacted] (2015 Jeep Cherokee).  On May **, 2016, while speaking with one of our sales representatives, [redacted] decided not to extend her service and communicated this to the agent she spoke with.  However, the agent incorrectly processed an extension of the service on [redacted]s’ account by adding a 6-month promotional plan totaling $36.83.  An email was generated confirming her transaction, which also included automatic renewal information.  After receiving the email for the balance due, [redacted] called our Customer Service department indicating she hadn’t wanted the service extended.  The service was immediately canceled.   We spoke with [redacted] and confirmed that her service was canceled.  We apologize for any inconvenience [redacted] experienced and ask that she contact us utilizing our contact information below, should she 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] 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 ###-###-#### (option *)

March**, 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.  We have investigated [redacted]’s complaint regarding being billed incorrect amounts when his credit card was on file and upon reviewing his account ending in [redacted] we have been unable to determine where the charges he stated in this complaint have occurred.  Currently there are three active monthly subscriptions and a balance of $125.31 for service that accrued monthly from December*, 2014.   A member of the Corporate Customer Relations team reached out to [redacted] to further discuss his complaint.  We explained that we could not locate any of the charges that he provided us.  [redacted] stated that he does have the invoices with the account numbers, but was unable to read them to us as he is [redacted].  He stated he would have [redacted] reach out to us when she was available.  We reached back out on March**, 2015, as we have received no call back and [redacted] advised us that at this time both he and his wife are ill and will not be able to discuss his issue at this time.  We advised [redacted] that we have a timeline with the Revdex.com and need to provide an update on the status of his complaint, but we will continue to investigate his case until we can resolve his issue. 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]
[redacted]
[redacted]
 
[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 regarding receiving emails stating her account was past due resulted from the automatic renewal of her subscription.  Subscriptions continue to renew until the subscriber calls us to cancel.  Invoice payment does not prevent automatic renewal from occurring.
 
We spoke to [redacted] and confirmed that her subscription was cancelled and her account credited to reflect a $0 balance.  [redacted] stated her main frustration was the time it took to cancel her service.  She stated upon requesting cancellation she was made several different offers to remain when she was not interested.  I apologized and advised her that our agents will make three attempts to retain a customer prior to canceling; which she understood.  [redacted] stated that SiriusXM should have an online option to cancel service; which will make it easier on customers who do not have the time to listen to sale pitches.  We appreciate her feedback in regards to customer service as it helps us develop new processes and policies that improve our customer support and this will be shared.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below.
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
 
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

February **, 2016 The Revdex.com Serving Metropolitan New York Mediator [redacted]
[redacted] Re: Revdex.com Complaint [redacted], [redacted] Hello Mediator, Thank you for contacting SiriusXM on [redacted] behalf. We regret that her recent experience led to...

a complaint with your agency.  After researching [redacted] account, it was found that his complaint resulted from a misunderstanding regarding the cost of a Basic Plus subscription that was advertised online. A member of our Corporate Solutions team reached out to [redacted] to discuss his concerns.  We informed him that the cost of the Basic Plus subscriptions is $8.49 per month and $69.99 per year, (plus fees and taxes) as the promotional pricing of $5.99 per month and $49.99 per year (plus fees and taxes) has ended.  As a gesture of good will, we provided [redacted] with a $20.00 service credit and activated his account on the Basis Plus annual subscription.  Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this matter, please use the information listed below. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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

[redacted]’s behalf.  [redacted]’s complaint is in regards to a cancellation request he made three years ago.  He stated each year he is contacted and he is asked to update his payment information.  He stated that every year he is informed the issue was resolved however he continues to have to call to address these same concerns. [redacted] wants to speak with someone who can confirm his subscription is closed and to make sure all these mailings stop.
 
A member of our Corporate Customer Relations Team reached out to [redacted] and advised him that there are no records of any cancellation prior to October 2014 so his subscription continued to renew per the Terms and Conditions.  The only note on the account Prior to October 2014 was an activation call that was made on September **, 2009.  We did close his subscription as requested and we cleared the balance that was due.  [redacted] also wanted to be placed on our Do Not Contact list so we have updated his contact preferences and advised him of the time frame.  As all his concerns were 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.
[redacted]
 
 
 
 
Sincerely,
 
 
[redacted]

[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 the complaint is in regards to receiving an invoice for service after making a onetime credit card payment in July 2014.
 
On July **, 2014, [redacted] signed up for a 5-month promotional plan which covered the period of July **, 2014 to November *, 2014 at a prorated rate of $18.85.  An invoice in the amount of $18.85 was generated and a onetime credit card payment was received on this date.  Unfortunately we have no way of knowing that her device is not receiving our signal unless we are informed.
 
A member of our Corporate Customer Relations team reached out to [redacted] and informed her that as a gesture of good will, we will issue a refund of the $18.85 that was paid on July **, 2014.  We also provided [redacted] with service through to October **, 2015.  We informed [redacted] that per our Terms and Conditions, on October **, 2015, at the end of the promotional term, the package will automatically renewed to a full price package which bills on a annual term and an invoice will be sent.  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]

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

[redacted]’s behalf.  We regret that her recent experience led to a complaint with your agency.  We have investigated [redacted]’s complaint regarding being billed for service she did not subscribe to and determined it was due to agent error.
 
On August **, 2014 a one (1) year subscription was activated and an invoice was sent for the $216.42 balance due.  On October *, 2014, [redacted] contacted us regarding the invoice she received, indicated that she did not request the activation and requested for the bills she received to cease.  The subscription was canceled and the account was credited to reflect a $0 balance.  Our attempts to reach [redacted] via phone have been unsuccessful to date.  Contact preferences have been updated on her account to Do Not Contact and it can take up to 5 business days to completely update all of our systems.  We apologize for any inconvenience [redacted] experienced and ask that she contact us utilizing our contact information below, should she 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 concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
 
Sincerely,
 
[redacted]
[redacted]
[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.I appreciate the timely manner at which this was handled. Thank you
Sincerely,
[redacted]

[redacted]
*
[redacted]
[redacted]
[redacted] [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 regarding invoices he received with an outstanding balance resulted from a misunderstanding regarding the automatic renewal of his subscription.  Per the terms and conditions of the SiriusXM Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.  Choosing to receive invoices, as opposed to direct credit card billing, does not stop the automatic renewal of the subscription.   On November *, 2016, [redacted] contacted us requesting to cancel his subscription associated with Radio [redacted].  In lieu of cancelation, he accepted a promotional rate All Access 6 month subscription and made a onetime credit card payment of $48.60.  On the same day, an email was sent confirming the transaction; which also included automatic renewal details and upcoming charges.  On May *, 2017, at the end of his promotional rate term, his subscription automatically renewed to a full price package and an invoice was sent for $122.42.  On May *, 2017, [redacted] contacted us requesting to cancel his subscription; which we processed immediately, leaving a balance of $3.71 for used service.  This balance was paid with a onetime credit card payment.   A member of our Corporate Solutions Team reached to [redacted] to further discuss his complaint; however, we were unable to continue our conversation with him.  [redacted] agreed to correspond via email.  At [redacted] request, we updated his account to no longer contact him.  We advised [redacted] that it can take up to 5 business days for calls and email and up to 30 business days for email requests to update in all our systems.  During that time, he may receive a few more calls/ mailings due to campaigns still in effect.  Also, Do Not Mail preferences will expire 3 years from the date of the request.  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]
 
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
 
[redacted] 
 
Hello Mediator,  
 
Thank you for contacting Sirius XM on [redacted]...

[redacted]’s behalf.  [redacted]’s complaint is in regards to a refund check he has been waiting for since July *, 2014 for $107.00.  He stated he was informed it was sent to the wrong address so he would like this issue addressed so he can receive his refund. 
 
A member of our Corporate Customer Relations Team reached out to [redacted] and informed him as his credit card was removed from the account this is why the refund was issued via check. We advised him that we would send a request to cancel the check refund as it was sent to the wrong address and we would refund him back to his credit card should he be willing to provide us with the credit card information.  We issued the refund of $107.43 on September **, 2014 back to the credit card and advised him this process can take 7-10 business days.  [redacted] has out 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.
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
 
 
 
Sincerely,
 
 
[redacted]
[redacted]
[redacted]