ComplaintsforSiriusXM Radio

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was called about a renewal. Explained that I do not want to pay $25.00. Was offered a special deal for a 1 year plan at $99.00 plus paying the past due at $25 for a total of ~$130 for a year. In the end I was charged $155 dollars. Asked that it not be set as a auto renew and was told that that was fine it would not auto renew. When I was done the rep told me I had agreed to auto renew two charges for a total of $155 dollars and they would bill me $2 more for sending me a bill. I said that is not what I agreed to and to speak to his manager. His manager told me that what I was told was wrong and that I should agree to one more charge of $125 dollars which I would not agree to. Asked to speak to a manager and was told he was the manger and there was no one higher up in the company then him.

  Business response

  10/13/2021

  ******* *** **** *** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ********** *********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *********** *********’s behalf.  We regret that his recent experience led to a complaint with your agency.  *** *********’s complaint is in regards to being overcharged for service on his account.  A member of our Corporate Solutions team reached out to *** ********* to close out this complaint by explaining the billing and charges that occurred when he purchased a promotional rate subscription.
  
  We spoke with *** ********* and explained that when he contacted us on October 4, 2021 to inquire about a promotional rate subscription, there was a balance of $25.35 on his account from his previous subscription renewal, as we were unable to charge the credit card on file upon the September 3, 2021 renewal date.  On September 30, 2021, his subscription was suspended for nonpayment, leaving a $25.35 balance for the service period from September 3, 2021 to September 30, 2021.  Upon removing his account from non-pay, his subscription was restored to active status and the $25.35 balance was applied to the credit card on file.  *** ********* accepted a 12-month promotional rate subscription for $99.00 plus additional fees and taxes for a total of $129.20.  This amount was applied to the credit card on file on this date as well.
  
  We reviewed his listening preferences and offered to provide him with a lower priced Music and Entertainment annual Advantage package instead of the Platinum package he was currently on.  *** ********* accepted our offer and upon changing his subscription package, a credit balance of $42.72 was left remaining for the difference in cost.  This amount was refunded to his credit card ending in 8587.  Should *** ********* have any additional 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,
  ********* ******* ****** ** ********* ********* **** ************** ******* **
  

  Customer response

  10/14/2021

  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.

  I also would like to stress that the agent I worked with was very helpful, clear and understating. 
  
  Sincerely,
  
  ********** *********  
  
  
   
  

  
  

• Initial Complaint

  10/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have attempted to cancel my subscription because I sold my car, spent several minutes all they will do is send me ads to buy their app. I repeatedly ask just to cancel, so far they have refused.

  Customer response

  10/04/2021

  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

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly told Sirius to disenroll my subscription. One car was totalled. The other was a lease and given back because I deployed overseas. Sirius has charged me 11 times regarding a subscription after saying they disenrolled me. I reached out to them on their chat feature. They promised to get back to me in 10 minutes. At minute 35, the agent now assigned simply sat there and did absolutely nothing. Did not bother to even address the situation. I want all my money returned with interest, because they took it out of my bank account. Some car somewhere is getting a service that I am paying for, as none of these accounts are associated with any vehicle I own. That is fraud and stealing.

  Business response

  10/13/2021

  ******* *** **** *** ****** ******** ****** ******* ************ *** **** ******** ** **** **** ****** * **** ***** *** ***** ** ***** *** *** ********* ** ********* ***** **** ******
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ***** **** ******’s behalf.  We regret that her recent experience led to a complaint with your agency.  After researching *** *******s account, it was found that her complaint regarding being charged 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 of her subscription.
  
  A member of our Corporate Solutions reached out to *** ****** to further discuss her complaint. We explained that we show no documentation for a cancellation request and we have no way of knowing if the service is being used unless we are contacted by the subscriber.  We requested documentation from *** ****** showing the date the leased vehicle was returned and advised her once we receive the paperwork we will reach back out to her.  Should *** ****** have any additional questions or concerns, we ask that she 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,
  ********* ******* ****** ** ********* ********* **** ************** ******* **

*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. ↩