ComplaintsforSiriusXM Radio

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/25/22 9:32 am - requested to add radio id of work truck to current account. I gave ****** my information in addition to being signed in to my account. ****** asked if I was charging it to a specific card. I told him that was not my card and he sent a link to update my card. The billing would be $8.25 plus fees and taxes. The radio id was never added to my account and remained on my boss's account at $34.89 per month. The subscription had previously expired which is why I added it to ours. I have called and chatted multiple times. I've been told I'm being refunded and now they refuse to refund me. I've had to fight to get my card removed from an account that is NOT in my name and was put there by ****** to begin with. I have attached the entire chat conversation from the initial chat to add and then today (4/5/22) the final chat to remove. There's other chat logs but it was different browsers so it's not included in the attachment below. I just want refunded the two months I was charged $34.89 for a total of $69.78. I'm not sure how I can even be charged $34.89 when the agreement in writing is $8.25 plus tax and fees. Sounds like fraud if someone can take your card and put it on someone else's account and then refuse to do anything about the incorrect charge & refunding my money.

  Customer response

  04/06/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We use sirius xm. They withdrew money from our bank account without our knowledge without sending out billing. This has happened 2 years in a row and when we contacted them, they give us the run a round. Then we have to spend days and hours trying to resolve the issue with no help from them.

  Business response

  04/12/2022

  ***** *** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** *****
  
  
  Re: BBB Complaint ID ********* ***** ********
  Hello Mediator,
  
  Thank you for contacting SiriusXM on **** ********’ behalf.  We regret that his recent experience led to a complaint with your agency.  After researching, it was found that **** ********’ complaint resulted from SiriusXM’s automatic renewal policy and promotional rate subscriptions.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.  Promotional rate subscriptions are intended for one-time use and automatically renew at current rates.
  
  On February 23, 2021, *** ******** purchased a 12-month promotional rate subscription for radio id ending in ****.  During that transaction subscribers are presented with automatic renewal information and after purchasing, subscribers are sent an email confirming the transaction which includes automatic renewal information.  On February 23, 2022, at the end of the promotional rate term, his subscription automatically renewed to a full priced package; which bills on a monthly term, charging the credit card on file $24.08 on this date and again upon his March 23, 2022 renewal date.
  
  A member of our Corporate Solutions Team reached out to **** ******** to further discuss her complaint.  We spoke with her husband and reviewed the automatic renewal policy and explained that subscriptions renew at current rates.  We informed him that promotional rate subscriptions are intended for one-time use and are subject to automatic renewal.  We advised him that his service is set to close on April 23, 2022 and as a onetime courtesy, we provided a refund of $48.16 that was issued by check number ********* on April 6, 2022.  We offered to provide them with an Advantage plan; which automatically renews at the same rate each year and he stated he would think about it and get back to us.  Should Mr. or **** ******** have any additional questions or concerns, we ask that they contact us utilizing our information below.
  
  We have taken appropriate measures to address **** *******’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  
  Sincerely,
  ********* ******* ****** ** ********* ********* **** ************** ******* **
  

  Customer response

  04/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   We did not agree to automatic withdrawal from either account except for the first initial opening of either service and we never received statements or agreement terms from sirius in writing which we requested several times. Every time we contacted them back in response to this issue, we never got a direct number from them and the other operators gave us the run around to connect us to her. They did finally release the check a week after we spoke on the phone.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been getting consistent advertising postal mail from this company. I recently went onto the companies webpage, then to their privacy page and through the website chatted with a representative . I requested to be removed from all future US postal mailing advertisements. The agent accepted and inputted the request. Shortly afterwards, I received another letter/advertisement in the mail from the company. Please remove that address from the US postal mailing list. Between me not being there and the amount of postal mail being lost in my community there is a good chance it will fall into the wrong hands.

  Business response

  04/05/2022

  ***** ** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ***** *****
  
  Hello Mediator,
  
  Thank you for contacting Sirius XM on ***** *****’s behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** *****’s account, it was found that his complaint is in regards to receiving mailings after requesting to no longer be contacted by mail. 
  
  A member of the Corporate Solutions team spoke with *** ***** and informed him that the Do Not Mail preference was updated on his account when requested; however, it can take up to 30 days for Do Not Mail requests to update in all our systems.  We removed that radio id from his account and advised him that he may receive a few mailings due to campaigns already in effect.  Should *** ***** have any additional questions or concerns, we ask that he contact us utilizing our information below.
  
  We have taken appropriate measures to address *** ********’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  
  Sincerely,
  
  ********* ******* ****** ** ********* ********* **** ************** ******* **

  Customer response

  04/06/2022

  Better Business Bureau:
  
  I am a bit disturbed they referred to me as *** ******** in their response. Are they really taking this complaint seriously if they didn’t even get the my name right ? 
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to cancel my subscription to the Sirius XM service for a vehicle i no longer own. The online chat functionality and IVR utilized by the organization has prevented my from completing the transaction. They are purposefully using tactics to prevent subscribers from being able to actively manage their accounts.

  Business response

  04/07/2022

  ***** ** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ******* *******
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ******* *******’s behalf.  We regret that his recent experience led to a complaint with your agency.  After review, *** *******’s complaint is a request for cancellation of his subscription.  
  
  A member of our Corporate Solutions team reached out to *** ******* to further discuss his complaint.  As requested, we cancelled the subscription associated with his 2008 Jeep Grand Cherokee and advised him that a refund of $412.14 will be issued to the credit card on file ending in ****.  Please be advised that it may take 3-5 business days for processing.  Should *** ******* have any additional questions or concerns, we ask that he contact us utilizing our information below.
  
  We have taken appropriate measures to address *** *******’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  
  Sincerely,
  ********* ******* ****** ** ********* ********* **** ************** ******* **

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was billed on 3/29/2022 for the amount of 240.89 from SiriusXM/Guardian Service . It is a yearly subscription that renews on 10/ 19 of each year. My account was already debited on 10/20/2021 for that amount so I should not have been charged again until October 2022. I am requesting a refund for the full amount that was debit on 3/29/2022.

  Business response

  04/05/2022

  ***** ** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ******* ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM Guardian on ******* ********’s behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ********’s account, it was found that his complaint is in regards to his SiriusXM Guardian services.
  
  SXM CVS provides the SiriusXM Guardian Services, which are contracted and delivered to the consumer separately from the SiriusXM Radio satellite radio service through a different device on the vehicle. SiriusXM Guardian services are not offered with SiriusXM satellite radio services either during the trial period or upon renewal, and satellite radio is not presented as an included service in the latter regarding SiriusXM Guardian services.  However, we contacted our SXM CVS Team who advised us that they issued a refund of $249.80 and contacted *** ******** advising him that this was completed.  Should *** ******** have any additional questions or concerns, we ask that he contact us utilizing our information below.
  
  We have taken appropriate measures to address *** ********’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  
  Sincerely,
  ********* ******* ****** ** ********* ********* **** ************** ******* **

  Customer response

  04/05/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  charged bank card over several months and have been trying to retrieve the money back ... bank states they can't help and the company refuses to do anything about it. Now my money is gone and i cant pay any bills needed. This company is not very up front on anything and unwilling to resolve the problem.

  Business response

  04/04/2022

  ***** ** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ***** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ***** ********’s behalf.  We regret that her experience led to a complaint with your agency.  After researching *** ********’s account, it was found that her complaint regarding charges to her credit card resulted from the automatic renewal of her subscription following her purchase of a promotional rate subscription on March 6, 2020.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew, at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.  We were unable to locate any request for cancellation prior to February 2022. 
  
  On March 6, 2020, via our Online Account Center, *** ******** purchased a 12-month promotional rate subscription for her 2018 Jeep Renegade.  Payment was made with credit card ending in ****; which was left on file for future renewals. Automatic renewal information is disclosed prior to the completion of any purchase of a subscription and must be agreed to in order to complete the transaction.  A confirmation email containing the details of *** ********’s purchase, including the automatic renewal information, was sent to her on March 6, 2020.  On March 6, 2021, at the end of the promotional rate term, her subscription automatically renewed to a full priced package which bills on a monthly term, charging the credit card on file.  Subsequent automatic renewals were charged to the credit card on file until February 24, 2022, when at her request, the subscription was cancelled and a refund of $22.08 was issued for unused time.
  
  A member of our Corporate Solutions Team reached out to *** ******** to further discuss her complaint.  She stated that she is requesting a full refund as she did not sign up for the services.  We explained that this subscription was activated online via our Online Account Centre and automatically renewed per the terms and conditions in our Customer Agreement.  As a onetime courtesy, we are willing to provide her with a refund of $142.85, half of the amount charged; however, she disconnected the call prior to us making the offer.  We remain interested in speaking with *** ******** and should she want to accept our offer, we ask that she contact us utilizing our information below.
  
  We have taken appropriate measures to address *** ********’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  Sincerely,
  ********* ******* ****** ** ********* ********* **** ************** ******* **
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used the XM online chat agent option and gave the vehicle details and explained I needed the account canceled, got an email Mar. 11th it was canx. I'm still being called to make a payment and I tried to call XM but they were to busy so I had to use the text option in which the agent on that said they could not help me further. I Told me to call , but I can't call b/c the reps are all busy on the phones. I just want the account canceled. I don't use the vehicle, I set it up for someone trying to be nice and it's turning into a huge headache! If I had known it would be so difficult to cancel I would have never signed up for it in the first place.

  Customer response

  03/29/2022

  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 and the matter has been resolved.

   

  *** contacted me and unfortunately I missed that call, but when I called back I was able to reach someone in the specialized department and they assured me the account was now closed. Thank you for your assistance in this matter.
  
  Sincerely,
  ***** *****
  
  
  
   
  

  
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please refer to previous Complaint ID ********, if possible. That complaint was: I have one account with Sirius XM with 2 vehicles, a 2016 Subaru Forester and a 2016 Chrysler 200. I have never paid for a subscription for either of these vehicles; I have only used Sirius during free periods. Lately I have been getting emails saying I need to update payment info to keep my service going. They mentioned a vehicle I don't own and have never owned, so I ignored them. One day someone called and mentioned a whole different vehicle, so I explained that I don't have such a vehicle. She mentioned a mailing address and an email address and neither were mine, so she finally concurred they somehow mixed up two ******** ******. Then a bill for a vehicle I don't have arrived in the mail, with an account number that doesn't match mine. I called them on 2/15 and had the same conversation again, this time with a man named *******. He spoke to his supervisor and told me that the bill was sent by mistake. Again, they mixed up 2 ******** ******. I'm still getting emails saying I owe. The last one said they turned off my service. Since it was never on, that part really doesn't hurt me. I, however, do not want this to become an issue with my credit report. It's also in resibly annoying that they won't stop pestering me about someone else's account. I just want something from them stating that I do not owe and never have owed them any money. And I want them to stop pestering me. Thank you! I received.a phone call from Sirius on February 28. The lady and I went through the different cars I was receiving email, physical mails, and phone calls about. She assured me that she was forwarding everything to dissociation to have the wrong cars removed from my profile. She said that I might still get stuff for 14 days, but after that, it would stop. Well, today I received mail about one of the cars I was told was removed and now they e also added in another car I've never owned -ridiculous!

  Business response

  03/31/2022

  ***** *** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ******** *****
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ******** *****’s behalf. We regret that his experience led to a complaint with your agency.  After review, it was found that *** *****’s complaint is a follow up to BBB complaint ******** file on February 27, 2022.
  
  A member of our Corporate Solutions Team reached out to *** ***** to further discuss her complaint. She stated she receive another email for a 2013 Chevrolet Silverado 2500HD; which is not hers.  We requested for her to provide us a copy of the email she received; which she did.  We sent up to have her information disassociated form this account.  We do apologize for any frustrations *** ***** experienced as we are working on getting her contact information disassociated from these other accounts.  We advised *** ***** that we will reach back out to her once we get feedback that this has been completed.  Should *** ***** have any additional questions or concerns, we ask that he contact us utilizing our information below.
  
  We have taken appropriate measures to address *** *****’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  
  Sincerely,
  
  ********* ******* ****** ** ********* ********* **** ************** ******* **

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company makes it absolutely painful to cancel their subscription service. You either have to call their phone line or chat with a rep through their online portal. The first time I called they ask you 6 questions regarding your use of the service, favorite shows, and a slew of other random questions. They are persistent that you answer the questions to move along in the process. Then they continuously offer you discounted subscription rates. (4 different offers) the phone call wrapped up with them asking me to pay a cancellation fee of $150.00 to cancel the account. I ended up hanging up on them. I went back to the online portal to talk to someone over the chat service and dealt with the same solicitation. They did cancel my account but did not ask me for a cancellation fee on the online portal. Incredibly difficult for their customers to cancel their service. The phone call lasted over 24 minutes and wasn’t resolved. Any other subscription based business model I’ve used, you’d been able to log into your account and cancel the subscription online with ease. I’ve attached the photos of the chat solicitation which was much less than the phone call. Highly unprofessional over the phone and astonished I was asked to pay a cancelation fee of $150…

  Business response

  04/01/2022

  ***** ** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* **** ****
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on **** ****’s behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ****’s account, it was found that his complaint is in regards to his overall cancellation experience. 
  
  A member of our Corporate Solutions Team reached out to *** **** via telephone and email to discuss his concerns; however, we have been unsuccessful in speaking with him to date.  Our representatives are required to present various offers and discounts that may be available in order to retain our customers’ business before cancelling any subscription.  We apologize if *** **** was left with a negative impression of our cancellation experience and certainly appreciate his feedback.  Should he have any further questions or concerns, we ask that he contact us utilizing our contact information below.
  
  We have taken appropriate measures to address *** ****’s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  
  Sincerely,
  
  ********* ******* ****** ** ********* ********* **** ************** ******* **

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a 1 year subscription which has been terminated after 1 year however they are telling me I owe them additional money

  Business response

  03/31/2022

  ***** *** **** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ***** *********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ***** **********s behalf.  We regret that his experience led to a complaint with your agency.  After researching, it was found that *** **********s complaint resulted from SiriusXM’s automatic renewal policy.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal, until the subscriber calls us to cancel.
  
  On February 26, 2021, *** ********* purchased an annual subscription for his 2021 GMC Yukon, to begin on March 1, 2021, at the end of his trial subscription.  Automatic renewal information is disclosed prior to the completion of any purchase of a subscription agreed to in order to complete the transaction.  A confirmation email containing the details of *** **********s purchase, including automatic renewal information was sent to him on February 26, 2021.  He was charged a prorated rate of $133.24 plus fees and taxes, covering the service period from March 1, 2021 to February 2, 2022, in order to align his subscription with the billing cycle on his account.  On February 2, 2022, his subscription automatically renewed, per our term and conditions; however, we were unable to charge the credit card on file.  On March 16, 2022, when payment was not received, his subscription was suspended for non-payment, leaving a balance of $32.16 for used time since renewal.  On March 19, 2022, a $5.00 late fee was added, bringing the balance to $37.16.
  
  A member of our Corporate Solutions Team reach out to *** ********* to further discuss his complaint.  We reviewed our automatic renewal policy and explained that the $37.16 balance was for used time for the service period from February 22, 2022 to March 16, 2022.  As a onetime courtesy, we removed the $37.16 balance and *** ********* purchased another annual subscription for his 2021 Yukon.  We set an end date for March 25, 2023 to prevent the automatic renewal of this subscription.  Should *** ********* have any additional questions or concerns, we ask that he contact us utilizing our information below.
  
  We have taken appropriate measures to address *** **********s concerns.  If you’d like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** ******* ** ******** **************************** ********** ******** ******** **** ********* ***** ** *********** ** *****
  
  
  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. ↩