Sirius XM Radio

[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 his complaint relates to a miscommunication regarding a promotional subscription he was offered. 
 
On August **, 2014, [redacted] purchased a 3 for 1 promotional Mostly Music subscription for radio [redacted].  Radio [redacted] was currently active on a XM Select semi annual subscription; which was due to renew on September **, 2014.  The subscription on this radio was changed to a Mostly Music monthly subscription for $9.99 plus applicable fees.  SiriusXM offers multi radio discounts for Select, Family Friendly and All Access subscriptions only, but the primary radio on the account needs to be on a regular priced subscription.
 
A member of the Corporate Customer Relations team spoke with [redacted] and apologized for the miscommunication.  We offered to provide him with the Mostly Music 3 for 1 promotion on both radios; which he accepted.  Per our Terms and Condition, subscriptions continue to renew until the customer contact us to cancel.  On November **, 2014, the Mostly Music subscription on radios [redacted] and [redacted] will renew for the quarterly subscription 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.
[redacted]
 
 
Sincerely,
 
[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 is related to a miscommunication regarding the trail period included with the purchase of his vehicle.   On April *, 2017, [redacted] contacted us to transfer his new radio subscription to his account.  At this time, the 2016 Kia Sportage he purchased was already active on a dealer trial and the agent consolidated the accounts and cancelled the subscription on his previous vehicle.  On April *, 2017, SiriusXM received the sales record for the 2016 Kia Sportage and the dealer trial was cancelled.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss his complaint.  We apologized for any misunderstanding regarding the trial subscription he was advised of and explained this vehicle came equipped with a 3 month trial subscription.  We offered [redacted] an annual subscription at a discounted rate for his inconvenience; which he accepted.  We informed him that his Select annual subscription will begin on July 9, 2017, at the end of his trial.  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 *)

[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.  [redacted] complaint resulted from the automatic renewal of her subscription.  Per the Terms and Conditions, subscriptions will automatically renew until the subscriber calls us to cancel. 
 
On August **, 2014, [redacted]’s subscription automatically renewed and the credit card on file was charged $211.04.
 
A member of our Corporate Customer Relations team reached out to [redacted] and explained that her annual subscription automatically renewed, per our Terms and Conditions, which are provided on our website [redacted].  The subscription continues to renew at the rates in effect at the time of each renewal, charging the credit card on file, until the subscriber calls us to cancel.  On October *, 2014, a refund of the $211.04 that was charged on August **, 2014, was issued back to the credit card on file.  As a gesture of good will, we provided [redacted] with an annual promotion at no cost to her.  We advised [redacted] that service will automatically renew on October *, 2015, per our Terms and Conditions.  Should she have any further questions or concerns, we ask that she contact us utilizing our contact information below. 
 
SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’s concern. If you’d like to contact us regarding this matter, please use the information listed below.
 
 
SIRIUS XM Radio Inc.
[redacted]
 
 
Sincerely,
 
[redacted]

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

 [redacted]’s complaint is in regards to phone calls he continues to receive however he requested cancellation as he did not want to continue.  He stated he was recently informed he was turned over to collections as all subscriptions automatically renew.  A member of our Corporate Customer Relations team reached out to [redacted] and advised him upon reviewing his account we found that [redacted]’s subscription automatically renewed per the Terms and Conditions a there was no cancellation request.  As a gesture of good will we have removed the balance that was due for time used and we confirmed the subscription was closed.  We also updated the contact preferences to Do Not contact and informed [redacted] this process can take 7-10 business days to completely update all our campaigns currently in progress.  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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 That is another lie. I filed for the paperwork for class action law suit, but when I received the papers they didn't pertain to my case. I never filled out or sent the paper work back to them. The issue I have is different from the class action suit. Sirius sent me the papers but there hasn't been any contact between us regarding the class action suit.I have been receiving Siriusxm signal occasionally since sometime in March when they turned off my signal. The radio they claim us broke works perfectly when they send the signal to my radio.I decided at one point it wasn't worth the fight so I purchased a new radio from them. I stalled it. Called them to have them send the signal to my new radio and they told me that it would be a $75.00 charge to transfer radio signals. I told them no and they told me I wasn't getting the signal without paying the $75.00. They also told me that I only get three radio signal transfer then my lifetime contract was over. So I asked them to send me a copy of the contact I signed with them to show me that all if these charges were in the original contract. They wouldn't send me a copy of the contract. So they have turned the signal if to my radio twice now forcing me to buy a new radio and transfer the signal to the new radio. Next time they decide to turn if f my signal they are going to tell me that I can no longer transfer their signal and that my lifetime contract I signed and paid for us no longer value.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

that his experience led to a complaint with your agency.  After review, it was found that [redacted]’s complaint is in regards to a transfer fee on his Lifetime subscription.  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 informed him that as a onetime courtesy we will waive the transfer fee for his Lifetime Subscription.  Radio [redacted] was transferred to the Lifetime subscription at no cost.   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]
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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 is in regards to being contacted by phone.  [redacted] has been added to our Do Not Call list.   If you are a 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] had complimentary trial subscriptions with us that ended in January 2017.   Upon receipt of this complaint, we updated our records with [redacted] request to not call him with solicitations.  Upon further review, we found four (4) accounts with the telephone number ###-###-#### and all accounts have now been updated with his Do Not Call request.  Please be advised that 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 effect.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing out 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.  [redacted] filed a complaint regarding an issue he was having with a banner popping up across the screen of his radio displaying “Currently playing [redacted] on Ch.1”.  He states upon contacting Technical support he received unprofessional service.  A member of our Corporate Customer Relations team spoke with [redacted] and apologized for any inconvenience this may have caused.  After several trouble shooting steps were performed, we advised [redacted] that we would contact our engineers to inquire about a fix for his issue.  We reached back out to [redacted] again today and informed him that this display option must have been enabled as it is not standard and provided him with the steps to stop the banner from displaying.  He then confirmed with us that the banner is no longer scrolling across the screen.  We would also like to advise [redacted] that the original agent he spoke with regarding this issue will receive further training.  As a gesture of good will, we have extended [redacted]’s service to continue through to 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 [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###-###-#### (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 am still receiving requests for payment.  Although they currently acknowledge my account has a zero balance, the invoice I am being sent states I owe them $91.95, NOT zero.  And on the back of this bill, it states unequivocally in bold letters... "For any billing questions, call or write within 30 days after receiving the billing on which the supposed error appeared. OTHERWISE YOU WAIVE YOUR RIGHT TO DISPUTE THE CHARGE."  In addition to the harassing claims for payment of a non-bill, I am receiving harassing emails for payment as well.I am a Marine Veteran.  I am diagnosed with [redacted], and have suffered a [redacted] from my service to our Country.  I do not tolerate unneeded stresses well and because of these injuries along with physical ones, I am officially permanently and totally disabled.I requested they delete my account but they refuse to do so for some reason.If this complaint cannot be resolved by the Revdex.com process, my next action is to seek damages in small claims court for every false claim they send by mail, electronic, phone, or fax.  I will also go on to every internet site I can find to post my suggestion to take them to court if someone is receiving improper claims and they refuse to cease and desist.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 regarding a check payment she states was made on her account, but not applied.   On April **, 2017, [redacted] contacted our Listener Care Department and placed a 1 year promotional subscription on Radio Id ending in [redacted] generating an invoice of $114.74.  [redacted] sent us a check which did not contain her account number or name.  The check in the amount of $114.74 with the name Jack W K[redacted] was placed in our unapplied payments. On June *, 2017 we located check and placed the credit of $114.74 on her account. A member of our Corporate Solutions Team reached out to [redacted] to discuss her concerns.  We were unable to speak with [redacted] the call was disconnected; she phoned back in and requested to not be contacted.   On June **, 2017 [redacted] contacted our Listener Care Department and placed a 1 year promotional subscription on her Radio ending in [redacted] and the check amount of $114.74 was applied as payment. On June **, 2017 the credit of $38.48 that was on her account was refunded back by check which she should receive in 7 to 10 business days.  We would like to advise her that we have updated her account with her Do Not Contact request, to include mail and phone as well and that customers will still receive important service messages via phone, mail. While we make every effort to honor [redacted] request as soon as possible, please allow 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. 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]’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.   [redacted] Sincerely, Jo-Ann M[redacted]Sirius XM Corporate Solutions Team###-###-#### (option *)

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 have not received any phone calls in the past couple of days.
Sincerely,
[redacted]

[redacted]
 
[redacted]
[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 review, [redacted]’s complaint resulted from the automatic renewal of his subscription.  Per the Terms and Conditions in our Customer Agreement, subscriptions will automatically renew until the subscriber calls us to cancel.  On April *, 2014, [redacted] accepted a 6-month promotional subscription offer on radio [redacted].  On October *, 2014, at the end of the promotional term, his subscription automatically renewed to a full price package which bills on a semiannual term, charging the credit card on file $108.26  A member of our Corporate Customer Relations team reached out to [redacted] several times via phone and email; however he replied via email stating that he is seeking legal counsel and refused to speak with us directly concerning his account.  We processed the cancellation of his subscription and a refund in the amount of $108.26 for the November *, 2014 charge was issued.  The average turnaround time for refunds issued to credit card accounts is 5 to 10 business days.  Should [redacted] have any further questions or concerns, we ask that he contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve [redacted]’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.  Debra with SiriusXM contacted me and said that all of the contested charges would be removed...

and my service would be deactivated until/unless I contact them to restart it and I am satisfied with this response.  Thank you for your assistance.
Sincerely,
[redacted]

[redacted]
 
[redacted]
[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 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 Customer Agreement, subscriptions automatically renew at the rates in effect at the time if 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.  In addition, promotional rate subscriptions automatically renew at current rates.  His outstanding balance has been removed.    On December *, 2016, [redacted] purchased a 5-month promotional rate subscription for Radio ID ending in [redacted].  An email was sent confirming the transaction; which included automatic renewal and future billing information.  On May *, 2017, at the end of the promotional rate term, his subscription automatically renewed to a full price term; which bills on a quarterly term and an invoice was sent for $56.64.  On June **, 2017, his subscription went inactive for non-payment, leaving a balance of $31.95 for used service; which included a $5.00 late fee.   A member of our Corporate Solutions Team reached out to [redacted] to further discuss his concerns.  We reviewed the terms and conditions of our automatic renewal and explained that invoice payment does not prevent the automatic renewal from occurring.  We informed [redacted], as a courtesy, we removed the $31.95 balance.  [redacted] reactivated his subscription on a 6-month promotional rate subscription and a onetime credit card payment was made for $34.10.  We advised [redacted] that his subscription will automatically renew on December **, 2017 and an invoice will be sent on this date.  [redacted] was opted-in to receive a billing reminder notification.  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 Mr. Fisher’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 *)

January **, 2015 The Revdex.com Serving Metropolitan New York[redacted] [redacted] Re: Revdex.com Complaint ID [redacted], [redacted] [redacted] Hello [redacted],   [redacted] states his issue is not resolved as we have the wrong phone number and email address and is requesting for us to stop contacting him. We would like to apologize to [redacted] for any inconvenience this may have caused.  We have placed his phone number and email address on our Do Not Contact list to ensure it is suppressed from any sales calls.  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: Customer Care[redacted]  Sincerely, [redacted]###-###-#### (option 3)

[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 resulted from the frustrations he experienced while attempting to activate an A La Carte subscription on his radio.   A member of our Corporate Solutions Team reached out to [redacted] to discuss his concerns.  We apologized for any frustration he experienced and set his subscription up on the A La Carte subscription he was requesting.  We advised him that he will need to go online to choose the channels he wants to go with this package; which he completed.  We provided him with a service credit of $23.20 to be used toward service.  Should [redacted] have any further questions or concerns, we ask 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 [redacted] Sirius XM Corporate Solutions Team ###-###-#### (option 3)

[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 is in regards to his employer being contacted by SiriusXM in attempt to reach him for solicitation purposes.   If you are a 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] had complimentary trial subscription with us that expired on February **, 2017.   A member of our Corporate Solutions team reached out to Mr. Clancy to further discuss his complaint.  We advised him that we have updated our records with his request to no longer be contacted at telephone number [redacted].  We would like to advise him that while we 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, he may receive a few more calls due to campaigns in effect.   Should [redacted] have any further questions or concerns, we ask that he contact us utilizing out 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]
[redacted]
[redacted]
[redacted]
 
[redacted]
 
Hello Mediator, 
 
Thank you for contacting Sirius XM 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 relates to her account being referred to collections and not being able to contact the collection agency to make a payment.
 
A member of the Corporate Customer Relations team spoke with [redacted] and she explained the frustration she experienced upon attempting to contact the collection agency to make a payment.  We informed [redacted] that we have received confirmation from CCA Collections stating they received her payment.  We advised her that we will reach out to CCA to have her information removed from their system.  We would also like to advise [redacted] that this will not affect her credit rating as we do not report to report to any of the three major credit bureaus in North America.  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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

[redacted]
 
[redacted]
 
[redacted]
 
Hello Mediator,  
 
Thank you for contacting Sirius XM on [redacted]’s behalf.  [redacted]’s complaint is in regards to not receiving an email prior to her renewal.  She stated that she also does not agree to the $2.00 invoice fee and she will not pay this. 
 
A member of our Corporate Customer Relations Team reached out to [redacted] and informed her as she was placed on invoice billing this would automatically remove all her credit card information.  We advised her that all automatic renewals on a yearly subscription are suppose to receive a renewal notice before the subscription does renew.  We are doing some further research to find out more about why she did not receive a renewal notice.  We will continue to work with [redacted] and we have confirmed she is now covered through April 2015 and she has a $32.00 service credit on her 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]

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:

These people are liars.  I paid for an annual plan and for no reason they changed my plan to monthly after 4 days. No communication from XM.  They disrupted my service and provided no explanation.  I wasted 2 hours on the phone trying to resolve the issue and it only became worse.  They changed my access to my account so I had no access.  I gave up. Stay away from this dysfunctional company.  Always drama at XM.   very unprofessional and rude to consumers.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]