ComplaintsforSiriusXM Canada Inc

• Initial Complaint

  18/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Signed up by phone for a free trial. While on the phone was unknowingly signed up for a seperate service. Trial set to end on January 3. Received a bill on December 15th for a completely different service. Two completely different accounts had been created.

  Business response

  21/12/2023

  Hi *****,

  According to our records, the invoice of $118.18 was credited in full on 12/15/2023. We are unable to issue a refund as there was no payment made for this amount. There is, however, no balance owing and no active service on the account 

  Should you have any further questions please feel free to contact us directly

  Best Regards,
  SiriusXM Canada

  Customer response

  21/12/2023

  
  Complaint: ********
  
  I will accept their response. HOWEVER, I sincerely hope this does not delete the complaint.  The invoice and wrongly created duplicate account was made without my consent and the invoice WAS ONLY waived after significant effort on my part on the phone (1.5 hours), mulitple operators, and they were VERY unwilling to rectify.  **** **** *** ** **** * **** *** **** **** *********** ***** *** ******* ********* ** ***** *****

  This complaint may be closed.  I requested all my personal information be removed from their database, and I consider this matter closed.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  26/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Sirius XM to cancel my service in March 2020. There is record of my cancellation request in my file, the confirmation number is *********. I later discovered they continued to charge me, to a whopping total of $781.12. I have been calling since June 2nd 2023 to get a refund. I spoke to *******, ******, ****, and many other customer service reps who assured me that the refund is on its way. Most recently on Sept 25, they said they sent a cheque, but I informed them I haven’t lived at that address in over 2 years. I updated my address and they said a new cheque is on the way. I have yet to receive the refund. The only mail I’ve been receiving is promos to sign up again. ********** ********** **** there is no manager available when I’ve been calling for 5 months!

  Business response

  07/11/2023

  Case has been resolved directly with the consumer 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Can not cancel will not let me!

  Business response

  05/10/2023

  Hello *****, 

  Thanks for contacting us, we have reviewed our records and we do not have record that you previously contacted us to cancel your subscription. Your subscription has been set to close at the end of the pre-paid period, your cancellation number is ************ You will also receive a system-generated email confirmation of the cancellation as well

  Best Regards,
  SiriusXM Canada

• Initial Complaint

  21/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a vehicle from Whitby ****** in December 2022. Included in the purchase was a "3 month FREE trial of SiriusXM". It expired and I contacted the company several times to tell them I was not interested in their service, and requested they STOP sending me solicitation by mail or by email, or any other method. I received another letter today, April 21, 2023. They will not stop soliciting me to sign up. They have many complaints on the BBB from ********** and poor business practices. I want them to NEVER CONTACT ME AGAIN. Thank you.

  Business response

  19/05/2023

  Hello *******,
  We apologize for any inconvenience associated with our marketing campaigns. We are confirming that you have been placed on the Do Not Contact list and you will not receive further communication from SiriusXM

  Best Regards,
  SiriusXM Canada

• Initial Complaint

  25/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had to cancel my subscription due to financial reasons. They tried to convince me to stay multiple times until I had to demand the cancellation. I was informed that my subscription is cancelled. Since then, they have tried to charge my credit card three times. I was planning on getting another subscription once things improve but not if they continue to charge me for a service I no longer want.

  Business response

  28/11/2022

  Hello *****,

  We can see that your subscription was closed when you spoke with a chat agent on 11/20/2022. We have conducted a search with the contact information provided in this case and there are no active subscriptions associated with the information provided. We are confirming there is no balance owing and your service is closed 

  Best Regards,
  SiriusXM

  Customer response

  28/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since January I have Cancelled my Sirius Radio subscription 3 times. I did this in February, June and then again in October. They will randomly start charging my credit card again. I called this last time and the man told me that I had a credit and they used it up and now I was paying full price. I stated no, that is not correct. I cancelled my service. He stated that they would prorate a refund of what was not used, I asked for my money back. I still have not received my refund. I have tried to remove my credit card from the account and I cannot. You cannot complain or write a review on their site. *** ***** *** **** ****** *** I am unsure how to go forward with this as I am really uncomfortable with them having my credit card information now.

  Business response

  15/11/2022

  Hello ******,
  Thank you for contacting us and we apologize for any negative experience you had with our service. A refund of $57.09 has been issued and will be processed to the original payment method in 2-5 business days. We have also removed the credit card from your account as requested
  Please feel free to contact us directly with any further questions
  Best Regards,
  SiriusXM Canada

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I keep getting charged even though I cancelled my services TWICE already and Sirius refuses to refund my credit card even though I have chat records of them saying my services are cancelled and there will be no more charges. I also never received the $37.36 credit the agent talked about and I have three $13.68 charges since September.

  Business response

  09/11/2022

  Hi ******,
  In a review of your account, your service is indeed cancelled as confirmed by our chat team on 11/7/2022. A refund of $51.04 was also issued that day, which takes 2-5 business days to reflect on your credit card statement. Please allow the necessary processing time and let us know if you do not receive the refund by November 14 
  We apologize for any inconvenience
  Best Regards,
  SiriusXM

• Initial Complaint

  28/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have called this organization several times to stop the subscription service and my credit card is still being charged. I ended up cancelling the credit card.

  Business response

  29/09/2022

  Hello ****,

  Thanks for contacting us and we apologize for the negative experience you had with our service. We are confirming your subscription was closed after speaking with our Listener Care department on September 27. A refund of $35.34 has been issued and will be processed to the original credit card in 2-5 business days. This is in addition to the refund of $27.04 issued by our Listener Care department, completing a refund of the renewal charges processed.

  Please feel free to contact us directly should you have further questions

  Best Regards,
  SiriusXM

  Customer response

  29/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  19/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We cancelled our 3-month subscription, by phone on July 5, 2022. I have the transcript of that phone call, and the Interaction ID is INT-sv1appis13165706629125522032. My account number was ************** Our ID/ESN Username is ********. The subscription was under my email address **************************  We no longer take long trips. Also due to health issues, I do I nop longer drive. So, we have not been using this service for several months now. Although I cancelled over two months ago, I have a charge on my bank statement as follows: Sep 14, 2022 **************** ************* ** ****************  -$18.80 Today, I called the number given above. After explaining the situation to an agent, they tried to convince me to keep the service, and outlined the benefits, etc. and gave me their usual sales pitch, wasting my time. I refused to renew. Then I was told I had to call a different number* ************** to cancel. I called and got more sales pitch. I told them I was not interested, we don't use the service and I wanted a refund. Again I had to listen to their sales pitch. Although this was very annoying, I felt I was being used and if I didn't completely follow their instructions, I would end up paying for Sirius forever. Then the agent said I would have to call another number in order to cancel my subscription. At this point , I told her that I didn't have time to speak with several people to cancel a cancelled subscription. I wanted a refund and I wanted her to take care of it. ***** ***** ** ******* *** ******** ******** **** *** ****** ********* ** * ****** **** *** ** *** ***** *** ** ** ******* **** **** ** **** ******* ***** **** ****** * **** **** ** ** ****** *** *** ********  I would like my money back. * **** **** *** *********** ** **** ***** ******** ***** ****** ***** ** ******** *** *** ** ** ****** ***** * ******* ***** *** **** ** ****** *** **** **** ****** ** ****** ***** **************

  Business response

  29/09/2022

  Hello *****,

  Thanks for contacting us and we apologize for the negative experience you had with our service. Our team is reviewing your interactions for coaching and training purposes, we do not condone or support agents refusing to process cancellation requests. Worth noting however, as with many companies, it is within our process to attempt to retain a subscriber if there is an opportunity to and we apologize if this process has caused you any inconvenience. We are confirming that the subscription associated with the account number provided has been closed and a refund of $18.80 has been issued. Please allow 2-5 days for the refund to be processed. 

  Please feel free to contact us directly should you have any further questions

  Best Regards,
  SiriusXM

  Business response

  05/10/2022

  Hi *****,

  Thanks for your feedback. In accordance with our terms & conditions, subscriptions are cancelled via our Listener Care department. We have addressed the agent behaviour outlined initially and, as mentioned, we do not tolerate cancellation avoidance from our agents. Further, we confirm that all of your personal information will be removed from our systems as requested. This process requires extensive manual searching and deletion, and we expect to have completed manual deletion from our production environment within 90 days. 

  Best Regards,
  SiriusXM

  Customer response

  06/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I hope my complaint has triggered a more consumer friendly cancellation process, and that you will continue to monitor complaints regarding cancellation roadblocks. Of course, the best thing you could do would be to put a link on your web-site that one can click to cancel a subscription.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  14/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi, I was a subscriber of SiriusXM (formerly known as Sirius Canada) since the 1st day it was introduced in Canada. After many years, I decided to cancel my subscription completely. They of course tried to call me, email me and even send me offers by ****** **** since I cancelled my subscription. I told them to stop sending me offers because I do not want to subscribe anymore with them but they still do... I told them via email, via chat and via phone call (when I get their offers) but they still send me offers. I am growing tired of this so I would like to know if you could help me to stop them sending me unwanted requests to subscribe again... Thank you.

  Business response

  16/09/2022

  Hello *****,

  We apologize for any inconvenience associated with our marketing offers. We have added you to the Do Not Contact list as requested

  Best Regards,
  SiriusXM

  Business response

  20/09/2022

  Hello *****,

  In reviewing your previous request, unfortunately it was not actioned across all channels (phone, email, direct mail). We have completed a thorough Do Not Contact on your information and you will no longer receive communications from SiriusXM

  Best Regards,

  Samantha

  Customer response

  21/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hoping I stop receiving spam from them in the future.
  
  Sincerely,
  
  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩