Sirius XM Radio

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* Hello Mediator,   Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his...

recent experience led to a complaint with your agency.  After researching [redacted]’s account, it was found that his complaint relates to frustration he experienced with Customer Care when attempting to activate service.      [redacted] had a 3 month trial subscription to SiriusXM for the service period from June **, 2016 to September **, 2016.  On August **, 2016 a check payment for $35.00 was received and posted to his account.  However, a follow on plan was not added so at the end of the trial period, the subscription was cancelled.   A member of our Customer Solutions Team reached out to [redacted] to further discuss his complaint.  However, to date, we have been unsuccessful in speaking with him.  We remain interested in working with [redacted] to resolve his issue and 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]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.  
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    Sincerely,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### [redacted]

December **, 2014 The Revdex.com Serving Metropolitan New York[redacted] Re: Complaint ID [redacted]   Hello [redacted],   Thank you for contacting Sirius XM on [redacted]’s behalf....

 [redacted]’s complaint is in regards to an the $2.00 invoice fee he is being charged to have a bill sent in the mail.  A [redacted] of our [redacted] reached out to [redacted] and advised her that every time the system generates an invoice the fee is charged to offset administrative costs. We also let her know that it states in the customer agreement that if you elect to receive an invoice or request an invoice, you will be required to pay an invoice administration fee on each invoice fee rendered, except where prohibited.   As [redacted] paid her balance via credit card we placed a $2.00 credit on the account to cover the invoice fee.   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]    Sincerely,  [redacted]###-###...⇄ (Option 3)

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[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, it was found that her complaint is in regards to her son being contacted by telephone for solicitation purposes.   If you are a current or past SiriusXM subscriber; or if you have a business relationship with us created by the purchase or lease of an automotive vehicle which came with a complimentary trial period of SiriusXM services, you may be contacted by SiriusXM.  [redacted] has been added to our Do Not Call list.    We have updated our records with [redacted] request to no longer contact telephone number ###-###-####.  We would like to advise her that while we will make every effort to remove the telephone 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 her son may receive a few more calls due to campaigns still in progress.  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,   Geraldine R[redacted] Sirius XM Corporate Solutions Team ###-###-#### (option *)

[redacted]
 
[redacted]Hello Mediator,Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his recent...

experience led to a complaint with your agency.  After researching [redacted]’s account, his complaint regarding being contacted by a collection agency resulted from the automatic renewal of his subscriptions per the Terms and Conditions.  On April **, 2015, [redacted] contacted SiriusXM to cancel his subscription and accepted a month free of service in lieu of canceling.  A transaction confirmation was sent to the email address on file, which contained details on the package change as well as important automatic renewal information.  On May ** 2015, the monthly subscription renewed on both receivers and an invoice was sent for the $11.28 balance.  Over the subsequent months, service renewed and invoices were sent.  We received neither payment nor any request to cancel and on July **, 2015, the subscriptions went inactive for non-payment, leaving a balance of $62.50 for used service.  A $5.00 late fee was added to this balance on July **, 2015 and the account was referred to collections on August **, 2015.  A member of the Corporate Customer Relations team spoke with [redacted] and explained our terms of renewal.  We informed him that as a courtesy, we have contacted the collection agency to remove the balance owed and stop the collection calls.  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.SIRIUSXM Radio Inc.To: Cary H. S[redacted]Attention: Customer Care[redacted]Sincerely,Geraldine R[redacted]SiriusXM Corporate Customer Relations Team###-###-#### [redacted]

July *, 2015The Revdex.com Serving Metropolitan New YorkMediator[redacted]Re: Revdex.com Complaint ID [redacted]Hello Mediator,  Thank you for contacting SiriusXM on [redacted]’s behalf.  We regret that his recent experience led to a...

complaint with your agency and have researched his account. [redacted]’s complaint regarding the transfer of his Lifetime Subscription to his new vehicle resulted from the Customer Agreement Terms and Conditions which state that Lifetime subscriptions in vehicles are non-transferable and non-refundable.  For permitted transfers of a Lifetime Subscription the transfer fee is currently $75.00.    A member of our Corporate Customer Relations team reached out to [redacted] and reviewed the Terms and Conditions for his Lifetime subscription.  We transferred his Lifetime subscription to his new vehicle and waived the transfer fee, as a courtesy, and informed him that if this vehicle is traded in, the Lifetime Subscription will not be transferred again.  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: Customer Care[redacted]Sincerely,[redacted]SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

October **,
2015[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 regarding being billed for a subscription on a
vehicle she no longer owns resulted from the automatic renewal of her
subscription.  Per the terms and
conditions in the Customer Agreement, subscriptions automatically renew until
the subscriber calls us to cancel.  We
were unable to locate any request for cancellation. A member of our Corporate
Customer Relations team reached out to [redacted] and explained to her that
her semi annual subscription continued to renew on radio id [redacted] (2012 Buick
Lacrosse) as we received no request for cancelation.  Upon review of her account, we have been
receiving check payments for $35.00 on a monthly basis from April *, 2013 until
October *, 2013; which continued to accrue a credit which was being used for
the semiannual renewal.  On March **,
2015, her semiannual subscription renewed for $102.44, however, there was only
a $63.99 credit remaining and an invoice was sent for the remaining $40.45
owing balance.  We informed [redacted]
that we have cancelled the subscription and credited her account to reflect a
$0 balance.  We have also issued a refund
for $145.61; which was issued on October **, 2015, via check [redacted].  Please be advised the average turnaround time for refund checks to be issued is 10 to 14 business days.  Should [redacted] have 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
concerns.  If you’d like to contact us
regarding this matter, please use the information listed below.SIRIUSXM
Radio Inc. [redacted] Sincerely,Geraldine
R[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 his cancellation experience resulted from his call disconnecting while being transferred to the cancellation department.  On January **, 2016 and April **, 2016, [redacted] contacted our Listener Care department to cancel his subscriptions; however, while being transferred to the cancellation department his call disconnected.  As a result, his subscriptions remained active. A member of our Corporate Solutions Team reached out to [redacted] to discuss his concerns.  We explained the speaking with our subscribers affords us the ability to address issues that may have lead up to the cancellation request. During the cancelation process, subscribers may be presented with special offers inviting them to remain a SiriusXM subscriber.  We processed the cancellation of his two (2) subscriptions and provided him with cancellation confirmation numbers. We apologized for the experience and issued a refund of $37.11 and $16.11 as this amount reflects the total payment of $53.22 we received on January **, 2016.   Should [redacted] have any further questions or concerns, we ask that he contact us 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. Sincerely, Geraldine R[redacted] SiriusXM Corporate Solutions Team ###-###-#### (option *)

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:

I never authorized any payment beyond the initial charge.  Of course my credit card was on fumed,  I had to pay for the initial charge.  I was never notified of a charge to my card by email ore phone,  I Jay saw charges piling up on my credit card.  Credit card fraud.  They are taking advantage of people by luring then in with a great initial offer and then they proceed to bill people at a much higher rate without notifying them. I reject their explanation whole heartedly. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[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 regarding the transferability of his Lifetime Subscriptions.  Per the terms and conditions of the SiriusXM Customer Agreement when the subscriptions were purchased, the transferability of a Lifetime Subscription depends on whether it is associated with a home, portable, or dock & play receiver or whether it is associated with a receiver installed by an automaker or an automotive dealer. A member of the Corporate Solutions team reached out to [redacted] and reviewed the terms and conditions for his lifetime subscriptions.  When a Lifetime subscription is purchased for a vehicle, the subscription is non-transferable and non-refundable.  We transferred his Lifetime Subscription from his 2012 Mini Cooper to his 2013 Jeep Wrangler, as a courtesy, and informed him that if this vehicle is traded in, the Lifetime Subscription will not be transferred again.  We also agreed to allow one further transfer on the 2012 Escalade as a gesture of good will.  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])

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]
 They seem to be concerned in money more than a relationship with clients. They turned off my service during my complaint and weeks after they received my payment for continued service after the trial given to new car buyers. Their tactics always have an endgame of higher rates than what you agreed upon or expect in the future. They offered me no further deals or coupons or something that would heal the wounds of that phone call which contained massive rudeness and unprofessionalism. I respesct myself, why is it hard for XM to understand that? Your company tried to talk me out of more money after offering me a deal to save money! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

February*, 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 [redacted]’s account, it was found that his complaint is in regards to a request to no longer receive mail.   We have updated our records with [redacted]’s request not to be mailed.  Please be aware that customers will still receive important service messages by mail.  While we make every effort to honor [redacted]’s request as soon as possible, please allow up to 30 days for this request to take effect.  Also, Do Not Mail preference settings will expire in 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]’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 completely resolved because:

Once again Sirius is failing to acknowledge that they turned off my service in the beginning of June. again they are trying to pass the blame on to me not calling and saying my service was not working. No, it was not a repeater or signal issue. I sent all the details in my first complaint. Do I need to forward all the emails that sirius sent me saying they were going to terminate my service. What kind of records are kept of there? Of course they want me to deal with them directly because they can lose the records of their poor customer service. MY SERVICE WAS TERMINATED JUNE [redacted] NOT IN JULY. I used to think and talk highly of Sirius and their customer service. This is terrible. June [redacted] 2015 I received an email stating that Ineeded to take action to avoid disruption to my service. I was happy to have myservice turned off as the price is insane. It continues to increase every year.June [redacted] 2015 I received another email stating Ihad 48 hours to do something or my service would be turned off. So Again I didnothing as I did not want the service.June [redacted] 2015 My parents both emailed me in themorning stating they did not have service on either of my radios any longer.Good, I did not have to worry about it. NOT IN JULY LIKE YOU STATE SIRIUS!!!!!!!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

a complaint with your agency.  After researching [redacted]’s account, it was found that her complaint resulted from being contacted by a collection agency resulted from the automatic renewal of her subscriptions per the Terms and Conditions. On August *, 2016 [redacted] purchased a 6 month Select Subscription at the promotional price of $24.99 we processed a 1 time payment via credit card.  On February *, 2016 her semi annual subscription automatically renewed and an invoice was sent for $107.16 no payment was received.   On March **, 2016 [redacted] reached out to our Customer Service Department in regards to the invoice she received, automatic renewal was explained to her and no changes were made to her account. On May **, 2016 the account went into non-pay, and was referred to collections on May **, 2016. A member of the Corporate Solutions team spoke with [redacted] and explained our terms of renewal.  We informed her that as a courtesy, we have contacted the collection agency to remove the balance owed and stop the collection calls.  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 Ms.  Pratt’s 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.  [redacted]’s complaint is in regards to an automatic renewal for a subscription he did not agree to as he only wanted the 30 day free trial.  He stated that he never had the service so he requested a refund however was informed he would only be refunded a partial rate of $7.80.  He wants to be refunded for all charges going back to April 2014.
 
A member of our Corporate Customer Relations Team reached out to [redacted] several times to discuss his concerns however we were unsuccessful in reaching him to come up with a resolution.  Upon reviewing his account we found that he was not registered for the online listening as he never went online to set this up.  We would like to speak with him so we could start the process to issue his refund of $113.62 for the charges as he did not use the service.  We ask that he contact us at the number listed so we can start this process and confirm the information on his account. 
 
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] 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 that his complaint regarding his subscription purchase resulted from a misunderstanding regarding the services included in the promotional subscription offer he purchased.  [redacted] 2011 Mercedes-Benz E-Class purchase provided him with a 3-month All Access trial subscription which included internet radio; however, the promotional Select subscription he purchased does not include internet radio.   A member of our Corporate Solutions team reached out to [redacted] to further discuss his complaint.  As his subscriptions are due to renew on January **, 2017, we offered [redacted] the option to restart his subscriptions and provide him with an All Access promotional rate subscription on his Mercedes for $119 plus additional fees and taxes; which we will provide a credit of $20.00, as a onetime courtesy, to be used towards for the difference in price from the All Access and Select promotional rate subscription.  We will also provide [redacted] with a Select promotional rate subscription for $99 plus fees and taxes on his Escalade.  [redacted] stated he would think about our offer and contact us back should he wish to accept it.   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]
 
Hello Mediator,  
 
Thank you for contacting Sirius XM on [redacted]’s behalf....

 [redacted]’s complaint is in regards to a Lifetime subscription he purchased in 2004 with the understanding that he could transfer the service to a new device.  He stated that he was later informed that Lifetime Subscriptions were non-transferrable which he does not agree with as he wants his contract honored. 
 
A member of our Corporate Customer Relations Team reached out to [redacted] and advised him that we have no records of him purchasing the Lifetime plan in 2004.   He purchased the Lifetime Subscription in February 2010 and at that time the subscription was non-transferrable when being transferred to another vehicle.  The only devices that are transferrable are the Dock and Play receivers.  As a onetime courtesy we offered to transfer the service to his new vehicle with the understanding that if the vehicle was sold or traded the Lifetime plan would go with the device.  [redacted] stated that this was understood but he still disagreed.  He does have our contact number should he have any further questions or concerns.
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below.
 
SIRIUSXM Radio Inc.
[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]

December **,
2015[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 relates to a refund that was issued
back to a different customer with the same name when the two accounts were consolidated
in error. A member of our Corporate Customer Solutions
team reached out to [redacted] and apologized for any inconvenience he
experienced.  Check[redacted]for $484.02
was issued on December **, 2015 and sent to [redacted].  Please be advised that the average
turnaround time for refund checks to be issued is 10 to
14 business days.  Should [redacted] have any further questions
or concerns, we ask that he contact us utilizing our contact information below.SiriusXM values each customer and is
committed to providing stellar service.  We have taken appropriate measures to resolve [redacted] concerns.  If you’d like to contact us regarding this
matter, please use the information listed below.SIRIUSXM
Radio Inc. [redacted]
[redacted]
[redacted]
[redacted] Sincerely,Geraldine
R[redacted]SiriusXM
Corporate Solutions Team###-###-####
[redacted]

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

regret that his recent experience led to a complaint with your agency.  After researching [redacted]’s account, it was found that his complaint was in regards to his overall cancelation experience.  On May **, 2017, [redacted]’s subscription was cancelled as requested and an email was sent confirming the cancelation; which contained confirmation number [redacted].   On May **, 2017, [redacted] requested cancelation of his subscription and was transferred to our cancelation department in order to complete his request.  However, it appears the call was disconnected during the transfer.  [redacted] called again regarding the cancellation of his subscription.  At his request, his subscription was cancelled and an email was sent confirming the cancelation; which contained confirmation number [redacted].  On May **, 2017 a refund of $17.10 was issued via check number [redacted].   A member of our Corporate Solutions Team reached out to [redacted] to further discuss his complaint.  [redacted] stated that he is not happy with SiriusXM’s cancellation practices as we make it difficult to cancel.  We apologized that he was left with a negative impression of our cancelation experience; as this is not our intended outcome.  We thanked him for his feedback and confirmed that his subscription was cancelled and a refund of $17.10 issued.  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]
 
Hello Mediator,  
 
Thank you for contacting Sirius XM on [redacted]’...

behalf.  [redacted]’ complaint is in regards to a cancelling his subscription due to financial reasons and then being contacted with a discounted rate.  He stated he was informed all channels were included but when he activated he found he was missing channels.  He is also waiting on an invoice however he continues to receive phone calls informing him that he is past due.
 
A member of our Corporate Customer Relations Team reached out to [redacted] and informed him that he is activated on the Select package as his device is not compatible to receive the All Access.  We sent a new signal as he was not receiving all his channels and he confirmed that he was now getting more channels.  As a courtesy the balance was removed from his account and he agreed his issue has been addressed.
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’ concerns.    Our customer has been provided contact information if any additional support is needed.  If you’d like to contact us regarding this matter, please use the information listed below.
 
SIRIUSXM Radio Inc.
[redacted]
 
 
 
 
Sincerely,
 
 
[redacted]