Business Profile

Radio Stations

SiriusXM Radio

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Complaints filed with the BBB allege that this firm has overcharged consumer's accounts and incorrectly billed consumers for various services. Consumers report having difficulty resolving these problems with customer service. Please be advised that due to the high volume of complaints for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for SiriusXM Radio's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,282 total complaints in the last 3 years.
418 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have notified Sirius Xm for 6 years now to remove my entire information about me, my vin no.,the false account number and ID number for me including my address (2020 to present day, Jan. 30, 2025) and THEY WILL NOT REMOVE THE INFORMATION. I have never did a subscription with this company and never will. they give false information including the letter received today stating I still have service with them and I never did. When I purchased my new 2019 car, it came with a 3month free with the dealership, no me-I called and cancelled within2 months and told them to remove my information-for over 6 years they still will not remove me and continue to receive false information that I am still a customer of them and my service is still active. They don't even have a payment method and never had because I would NOT sign up to even receive services--I called 4 times today and still cannot get them to remove my account-which I did not have in the first place. I have also called the attorney general in ** to report them also. Remove all information about me and this so call account.
Business Response
Date: 02/06/2025
******** ** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** ******* ****** ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ******* ******* behalf. We regret that her recent experience led to a complaint with your agency. After researching ********** account, it was found that her complaint was regarding a request to have her information deleted from SiriusXMs records. Due to our internal business record-keeping practices, we cannot delete the information. However, the information has been quarantined and placed on a permanent Do Not Contact status.

On November 4, 2024, the 3-month complimentary trial subscription, which was included with the purchase of *** ******* vehicle, was activated for her 2019 Chevrolet Malibu. On January 30, 2025, at her request, the trial subscription was cancelled. We have updated *** ******* contact preferences to Do Not Contact. While we make every effort to remove her information from our lists as soon as possible, it can take up to 5 business days for phone numbers, 10 business days for email, and up to ************************************** all our systems completely. We have also processed a Global Do Not Contact and closed the account entirely. *** ****** requested that we delete information received by SiriusXM that is associated with her. Due to our internal business record-keeping practices, we cannot delete the information. However, the information has been quarantined and placed in a permanent Do Not Contact status. This ensures she will not receive further communications from SiriusXM should another vehicle be purchased. The quarantined information will be subject to internal use only, as described, and will not be shared. ***************** have any additional questions or concerns, we ask that she contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******* concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,
********* ******* ******** ********* ********* **** ************** ******* **
Initial Complaint
Date:01/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/15/22 I purchased (Invoice ************9) a Long term plan (5 years of service) ********************* Sirius XM Package for my 2011 ***** Odyssey mini*** and p***aid for the entire 5 years at once - in one transaction $180.89.I sold my *** and Sirius XM sent me an email dated 1-18-25 at 1:05 PM stating that as a courtesy to me, SiriusXM had deactivated my subscription in the vehicle and that "Your subscription, INCLUDING ANY PREPAID TIME REMAINING, CAN BE TRANSFERRED TO MY NEW *** CARNIVAL." See attachment for direct quote. My 3 mo. free trial would not be affected.There is a Truth In Advertising issue here since I did receive an email that the sales *** argued did not apply in my situation. I should not have received this email if Sirius XM is not going to stand by what they are saying in writing because I already p***aid for the entire 5 year period and my subscription should now not expire in my Kia *** until 12/15/27 after which I would renegotiate a new subscription. I would not expect Platinum level, but would expect the ********************* plan to be pushed through March 15, 2028 if added to my current three month Platinum trial.The only option by SiriusXM was to have my refund sent back to me on the original 5 year plan, but this does not help with my new vehicle and I am choosing if they are not honoring what their email stated to not renew once the three month trial is over.
Business Response
Date: 01/29/2025
******* *** **** ****** ******** ****** ******* ********************* ******** ******************************* ****************** *** **** ****** ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on **** ******* behalf. We regret that her recent experience led to a complaint with your agency. After researching *** ******* account, it was found that her complaint concerns the transferability of her promotional rate subscription from her old vehicle to her new vehicle.

On December 15, 2022, *** ****** purchased a promotional rate Music & Entertainment 5-Year subscription for her 2011 ***** Odyssey, and the $180.89 balance was applied to a credit card ending in 7539. On January 17, 2025, the subscription associated with her 2011 ***** Odyssey was deactivated after SiriusXM received a change of ownership record from an automotive dealership for that vehicle. The change of ownership process, which resulted in the deactivation of her subscription, was designed to stop the continuation of any subscription charges associated with vehicles that have been traded into automotive dealers. Upon cancellation, a credit of $105.21 was left remaining for unused time. On January 21, 2025, this amount was refunded to the credit card on file.

A member of our Corporate Solutions Team contacted *** ****** and explained that the offer she received for her 2011 ***** Odyssey could not be applied to her 2025 Kia ********* as this promotion is for vehicle model years 2015 and earlier. As this is a marketing promotion for older vehicles, these radios have been pre-branded with a promo code that can only be applied to the Radio ID shown on the promotional offer. Due to system limitations, we are unable to transfer the remaining term of a subscription as a follow-on to a trial subscription; however, any credits generated from subscriptions paid in advance can be applied towards subscription costs for the new vehicle. We are currently offering several different promotions, which we offered to *** ******* however, she declined, stating she would just let the service expire at the end of her trial. ***************** have any further questions or concerns, we ask that she contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******* concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** *****
********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 01/30/2025
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:

I understand what the business is saying however I have received two identical additional emails again, which are telling me to transfer my subscription to my new vehicle which is not allowable in this case.
I am looking for form letters to be changed from SiriusXM, which match the subscriptions so that it will not be confusing in the future for other consumers since that should be personalized based on whether or not it is transferable.
I feel since I have been sent this letter over and over it should be honored for truth in advertising, and the SiriusXM *** on the phone told me there are very few subscriptions that are this type and they are not bothering to change form letters specific to the subscriptions
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******

Business Response
Date: 02/06/2025
******** ** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** **** ****** ********* *** ********

Hello Mediator,

We are in receipt of *** ******* rejection of our response on January 29,2025. She indicated in her response that the complaint remains unresolved as she received another two identical emails telling her to transfer her subscription to her new vehicle. She feels that since she has been receiving the same letter over and over, it should be honored.

A member of our Corporate Solutions Team made several attempts to reach ********* by phone and email to discuss her concerns further. However, to date, we have yet to be successful in speaking with her. We remain interested in speaking with *** ******* and we ask that she contact our Corporate Solutions Team.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******* concerns. If you would like to contact us regarding this matter, please use the information listed below.

******** ***** **** *** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 02/10/2025
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
Date:01/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This compliant is asking for the company to permanently remove and delete my account. Over many years *** asked for account to be deleted and till this day they still have an account active for me. Please permanently delete my account and provide proof its been deleted. I will not call as i have no business with sirusxm anymore i canceled years ago. And i will not be going back. So there is no need to call or chat. Please just permanently delete my information let me know its deleted, and this will be resolved.If seriusxm is unwilling to permanently delete my account and information i will escalate to the states consumer protection service and attorney general. And may consider legal Action if forced. I dont want to take that account this is why im filing the compliant here. And hoping for an agreeable resolution. Thank you
Business Response
Date: 01/28/2025
******* *** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** ******* ****** ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ******* ******* behalf. We regret that his recent experience led to a complaint with your agency. After researching *** ******* complaint, it was found that his complaint is a request to have his account permanently deleted from our systems.

We have updated the contact preferences to Do Not Contact on all accounts in *** ******* name. While we make every effort to remove all information from our lists as soon as possible,it can take up to 5 business days for telephone calls, 10 business days for email, and 30 days for mail requests to completely update all our systems. We have also processed a Global Do Not Contact. *** ****** requested that we delete information received by Sirius XM that is associated with him. Due to our internal business record-keeping practices, we cannot delete the information. However, the information has been quarantined and placed in a permanent Do Not Contact status. This ensures that he will not receive future communications from Sirius XM should another car be purchased in the future or if his information comes to us from another source. The quarantined information will be subject to internal use only, as described, and will not be shared, disclosed,or sold to any third parties. In addition, we removed the radios from his accounts and closed the accounts completely. ***************** 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 *** ******* concerns. If you would like to contact us regarding this matter, please use the information listed below.

To: *** ****
******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 02/05/2025
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:

Hi,

For this compliant while it was closed. I wanted to add that i used my states resources as well as the state does have privacy laws and systems to use to ask companies to delete accounts.

SiriusXM has a history of unethical processes that they have been sued for many times and still refuse to change their practices.

After filing this BBB compliant, i filed multiple other accounts because i disagree with their company policies and use the full power of the state laws to compel them to remove my accounts from their systems completely.

SiriusXM wants to continue predatory practices so i don't want any business with them at all.

This compliant can remain closed as further escalations are continuing through the state level now.

Thank you,
******* **** **** ** ******

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

Sincerely,

******* ******
Initial Complaint
Date:01/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 18, 2024 I contacted Sirius XM to cancel my subscription because the price was too high and I didn't use it as much. I was offered a lower rate of $5.76 as well as a credit for the $16.98 that they had already taken out of my account to go towards the upcoming months at the lower rate. I just was checking something on my account because I am getting another car and saw that not only.did they not change my rate but they have still been billing me at the higher rate.
Business Response
Date: 01/27/2025
******* *** **** ****** ******** ****** ******* ********************* ******** ******************************************************************************************************

Re: ******* **** Complaint ID: ********

Hello Mediator,

Thank you for contacting SiriusXM on ******* ****s behalf. We regret that her recent experience led to a complaint with your agency. After reviewing her account, it was found that *** ***** complaint regarding being billed the incorrect amount resulted from two subscriptions being activated on separate accounts via our Online Account Center.

On August 17, 2022, via our ********************** *** **** purchased a 12-month promotional rate subscription for Radio ID ending in **** (Portable Radio) for $4.99 per month plus applicable fees and taxes, credit card ending in **** was added to the account for future renewals. Our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction. An email was sent confirming the transaction; which included automatic renewal information. On September 18, 2022, via our ********************** *** **** purchased a 24-month promotional rate subscription for Radio ID ending in **** (2013 Chrysler Town & Country)for $4.99 per month plus applicable fees and taxes, credit card ending in **** was added to the account for future renewals. Our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction. An email was sent confirming the transaction; which included automatic renewal information. On August 17, 2023, at the end of the promotional rate term on her portable radio, her subscription was automatically renewed at our then-current rate, charging the credit card on the file ending in **** $23.05. *** **** contacted us on this date to cancel service and was offered a Music Showcase 12-month promotional rate subscription for $4.99 per month plus applicable fees and taxes; which she accepted. A credit of $16.99 was left remaining from her previous subscription and this credit was used towards future renewals. The 24-month promotional rate subscription for Radio ID ending in **** (2013 Chrysler Town & Country) for $4.99 per month plus applicable fees and taxes,continued to automatically renew, charging the credit card $6.06 upon each renewal date. On September 18, 2024, at the end of the promotional rate term on the 2013 Town & Country, her subscription automatically renewed at our then-current rate, charging the credit card on file $23.05. On this date, *** **** contacted us regarding the charge and was offered a 12-month promotional rate subscription for $6.99 per month; which she accepted. She was provided with a service credit of $16.06 which was used towards future renewals.

A member of our Corporate Solutions Team reached out to *** **** to discuss her concerns further. We reviewed the billing transactions that occurred on the two accounts. *** **** stated that she did not have the portable radio in 2022, and she must have accidentally activated it online, thinking it was the radio in her vehicle. At her request, both subscriptions were canceled and a refund of $6.53 was issued to the credit card ending in **** for unused time. Upon the cancellation of the subscription to the portable radio, a credit balance of $15.34 was left remaining for unused time. As a one-time courtesy, we provided an additional credit of $234.65 for the charged to the portable radio, and on January 22, 2025, a refund of $249.99 was issued to the credit card ending in ****. *************** have any additional questions or concerns, we ask that she contact utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,
********* ******* ******** ********* ********* **** ************** ******* **
Initial Complaint
Date:01/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This started on August 10, 2023 to January 10 2025 Sirius XM began take payments from my account I did not authorize. I did not notice the charges because my wife has an account with them. After canceling her subscription I seen I was still being changed. when I looked into it I found it was on my 2019 Ram 1500. when I contacted them they said I had activated the account but I did not. Sirius has offered to refund 3 mouths of ***** but no more. that leaves $100.97 that was taken with authorized. I have not received any refund at this point so i would like a total of ******.
Business Response
Date: 01/27/2025
******* *** **** ****** ******** ****** ******* ********************* ******** ******************************* ****************** *** *** ******* ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on *** ******** behalf. We regret that his recent experience led to a complaint with your agency. After researching *** ******** account, we found his complaint regarding charges to his credit card resulted from the automatic renewal of his subscription, which he purchased via our ********************* on November 29, 2023.

On November 29, 2023, via our *********************, *** ******* purchased a Music & Entertainment promotional rate subscription for 12 months for $4.99 per month plus applicable fees and taxes for Radio ID ending in **** (2019 Ram 1500) to begin on December 15, 2023, at the end of the 3-month trial. He added his credit card ending in 8627 to the account for future renewals. During the purchase of a subscription, customers are presented with automatic renewal information. Our Online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction. After the purchase is completed, subscribers are sent an email confirmation, which also includes automatic renewal information and upcoming renewal charges. On December 15, 2024, at the end of the promotional rate term, his subscription automatically renewed to then-current rates, charging the credit card on file $24.29 on this date and again on the January 15, 2025 renewal date. On January 17, 2025, *** ******* contacted us requesting to cancel the service, claiming he had not activated it. Audio subscriptions are non-refundable, and cancellation requests become effective at the end of the current subscription period; however, we canceled his subscription immediately, leaving a credit balance of $22.73 for unused time. As a gesture of goodwill, we provided an additional refund of $25.85, which, combined with the $22.73, totals $48.58 for the last two renewal charges.

A member of our Corporate Solutions Team contacted *** ******* to discuss his concerns further. We informed *** ******* that the subscription was activated on November 29, 2023, via our *********************. *** ******* insisted that he had not activated his radio; he only activated service in his wifes vehicle. We explained that we have no control over who has access to his information, as this was done online. As a one-time courtesy, we agreed to provide him with an additional refund of $38.34 for half of the charges that occurred when the subscription was active on the promotional monthly term of $6.39. We advised him that this refund can take 3-5 business days for processing. ****************** have any additional questions or concerns, we ask that he contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **

Customer Answer
Date: 01/27/2025
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
Date:01/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a pending charge for a raise in my monthly rate from $6 to $23. I chatted with an SiriusXm agent about cancelling service and a refund for the $23 charge. The agent offered several reduced rates to replace the $23 charge but I declined saying I wanted the original $6 rate restored. The agent said the best rate would be $6.99. After I declined the agent said the $23 that is pending would be non refundable but that conflicts with the multiple offers they made to reduce the rate. I want consumers to be aware of the scam.
Business Response
Date: 01/10/2025
******* *** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** ***** ********** ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ***** *********** behalf. We regret that his recent experience led to a complaint with your agency. After researching *** *********** account, it was found that his complaint resulted from the automatic renewal of his promotional rate subscription to our then-current rate. In addition,per the terms and conditions in our Customer Agreement, audio subscriptions are non-refundable, and cancellation requests become effective at the end of the current subscription period.

On January 3, 2025, at the end of the promotional rate subscription,*** ********** began on January 3, 2024; his subscription automatically renewed at our then-current rate, charging the credit card on file $23.05.

A member of our Corporate Solutions Team reached out to ************* to discuss his concerns further. He stated that he wanted a refund of the $23.05 charge and to be set up on the same promotional rate subscription he previously had. We applied the 12-month promotional rate subscription for $4.99 per month, plus applicable fees and taxes, and as a one-time courtesy, we provided a refund of $18.06 for the difference in price. An email was sent confirming the transaction,which included automatic renewal information. Should *** ********** have any additional questions or concerns, we ask that he contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** *********** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* *******
SiriusXM Corporate Solutions Team
************** ******* **
Customer Answer
Date: 01/11/2025
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
Date:01/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a free four month subscription to SiriusXM and was not allowed to cancel it online after the trial period ended. This resulted in a $10 charge to my card. I then spoke to a call center *** who could not cancel the subscription. It finally escalated and I was able to cancel, but the runaround to prevent cancellations is infuriating and unnecessary, and strongly predatory. They wanted me to give up, and it took THREE attempts to cancel before I succeeded. This is insane.
Business Response
Date: 01/10/2025
******* *** **** ****** ******** ****** ******* ************ ******** ******** ************************************************************************************ *** ******* ********* ********* *** ********
Hello Mediator,

Thank you for contacting SiriusXM on ******* ********** behalf. We regret that his recent experience led to a complaint with your agency. After review, *** ********** complaint is regarding being billed after signing up for a free trial internet subscription. We were unable to locate a SiriusXM account using the information provided in the complaint.

A member of our Corporate Solutions Team contacted *** ********* by phone and email to discuss his concerns. However, we have been unsuccessful in speaking with him. **************** purchased or activated a Subscription through an **************** (such as through ******* Apple, Roku,T-Mobile, or another seller of the Services), the Subscription account is managed by, and payments will be processed and collected by the **************** and not SiriusXM. The **************** will charge on a recurring basis in accordance with the Plan selected, and its fees, refund and credit policies, and cancellation requirements may differ from those available to SiriusXM. Any questions related to the subscription, including payments, renewals, pricing,refunds, or cancellations, must be made directly to the external service. ******************** have any additional questions or concerns, we ask that he contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ********** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Initial Complaint
Date:12/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Every year I go through a battle with this company about leaving my personal financial information "on file" with them. I do this because they have charged me outrageous prices for services without my permission, in the past, and I had to go through exhaustive phone calls to get my problem resolved. They last did this to me in October of 2023, and I filed a complaint (ID#**********, which prompted them to fix the issue and give me a reasonable price for services which I paid by check with an invoice.I bought a new vehicle in October of 2024, and called to transfer the subscription. The subscription was due for renewal, and since I did not want to leave my credit card info on file, they told me they were transferring me to a separate line, where I could enter my number, it would be processed and they would NOT be able to keep it on file. Like a fool, I believed them, and thought I was paid up until October 31, 2025. I looked at my credit card statement yesterday, and it has an unauthorized charged by SiriusXM in the amount of $54.05!! I called my credit card company to dispute the charge, and also called SiriusXM and spoke to "***" and then ****** who advise me that if I want to get a "HUGE" savings deal, that my credit card info MUST be kept on file, otherwise it will cost me double the amount.I believe my consumer rights and those of many others are being violated by tricking people into disclosing credit card info on a "protected line" even though the consumer has expressly and in no uncertain terms refused to have personal financial info kept on file, using that information without permission or communication, and then threatening consumers with higher prices if they don't allow it.I can be reached at ************ Thank you ******* *******, consumer and senior citizen
Business Response
Date: 01/08/2025
******* ** **** ****** ******** ****** ******* ********************* ******** ******************************* ****************** *** ******* ******* ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ******* ******** behalf. We regret that her experience led to a complaint with your
agency. After researching *** ******** account, it was found that her complaint regarding a charge to her credit card resulted from a misunderstanding regarding a follow on subscription to her trial.

On October 4, 2024, *** ******* contacted us because she traded in her vehicle for a different one. She received a letter stating that SiriusXM was notified of this and that she could transfer her subscription from her previous vehicle to her new one. She said that her current subscription was due to expire, and she just wanted the 3-month complimentary trial that came with the vehicle due to the cost. The agent offered her the same annual promotional rate subscription she previously had for $99.00 plus fees and taxes,however, she declined this offer stating that she does not want to provide her credit card and as she will be retiring soon she did not want a big bill coming in either. The agent then said to *** ******* that she did hear her state at the beginning of the call that she did not want to give her credit card information and misunderstood her reasoning. The agent thought that she meant she did not want to provide her card over the phone. The agent then advised her that she could place her card on file herself through a
secure system if she wanted and that we could provide her with an annual promotional rate subscription for $60.00 plus applicable taxes. The agent then advised that the subscription would expire at the end of the term. *** ******* agreed and placed her credit card on file. The agent then sent her a text with the terms and conditions and advised her that her trial subscription ran from
September 27, 2024, to December 27, 2024, and then at that time, her card would be charged $64.20 for the service period from December 2024 to December 2025. *** ******* agreed to the terms, and the transaction was completed. An email was sent on October 4, 2024,confirming the purchase and the upcoming charge. On December 27, 2024, the annual promotional rate subscription began, and as there was a $10.15 credit from her previous subscription,her credit card was charged $54.05. On December 30, 2024, this subscription was canceled, and a refund of $63.67 was requested and issued on January 3, 2025, to the card on file.

A member of our Corporate Solutions Team reached out to *** ******* to discuss her concerns further. *** ******* stated that she did not want her credit card on file with us due to our automatic renewal policy, and she does not like needing to call back for promotions. We offered her an annual Advantage plan for $109.26 with invoice payment, and we explained that our Advantage plans do not renew at full price at the end of the term. They will continue to provide the customer with savings without the need to call back to get a lower rate. *** ******* rejected this offer and released the call. ****************** have any additional questions or concerns, we ask that she contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 01/08/2025
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:
I never agreed to put my card on file. I was told that once I put my information in on the private line, that no one would have access to it and it would NOT be held on file.
I object to your company practice of requiring customers to either keep their personal financial information on file to be used for automatic renewals or be charged double the rate. I feel that my standing as a customer since 2018 should suffice to give me a fair rate via invoice. I should not have to play telephone games every 6 months to get promotions when I am already a customer in good standing.
I find it disgraceful that you value your customers so little that you refuse to honor a legitimate request for a paper invoice without price-gouging

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

Sincerely,

******* *******

Business Response
Date: 01/15/2025
******* *** **** ****** ******** ****** ******* ********************* ******** ******************************* ****************** *** ******* ******* ********* *** ********

Hello Mediator,

We are in receipt of *** ******** rejection of our response on January 8, 2025. She has indicated in her response that the complaint remains unresolved, as she claims she was advised that her credit card would not stay on file. As she has been a customer since 2018, she feels that she should not have to play games to get promotions.

We reviewed the call in question. The agent offered her the same annual promotional rate subscription she previously had for $99.00 plus fees and taxes on invoice payment; however, she declined this offer as she was retiring and did not want a bill looming over her. The agent then advised her that she could provide her with a promotional offer for 12 months for $60.00 plus applicable fees and taxes. She was informed that this promotion required a credit card to remain on file and that she could place her card on file herself through a secure system,and the subscription would expire at the end of the term on December 27, 2025. *** ******* agreed to this offer and confirmed with the agent that her card would only be charged once. The agent then sent a text to *** ******* with a link to the terms and conditions of her purchase, and in this text, she was advised that on December 27, 2024, her credit card would be charged $64.20 for the service period from December 27, 2024, to December 27, 2025. *** ******* affirmatively checked a box agreeing to the automatic renewal terms to complete the transaction. We apologize for any frustrations she experienced regarding the promotional offers. We understand how important it is for our customers to have access to timely and relevant offers. However, it is essential to note that promotional offers do have expiration dates. While some promotions can be provided on invoice billing, others require a credit card to remain on file.

A member of our Corporate Solutions Team reached out to *** ******* to discuss her concerns further. We again offered her an annual advantage plan for $109.26 or a 6-month term for $32.04 with invoice payment. We explained that our Advantage Plans do not renew at full price at the end of the term. They will continue to provide the customer with savings without the need to call back to get a lower rate. ********** again rejected this offer, asked us not to contact her again, and released the call.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******** concerns. If you would like to contact us regarding this matter, please use the information listed below.

******** ***** **** *** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 01/22/2025
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:

In response to the letter below:

What a shame that this huge corporation has to resort to such sketchy business practices- firstly by having a conversation with me in October of 2024 whereby I believed my account was all set until October of 2025, then not charging me until 3 months later causing massive confusion and frustration, and being told that the only way we can do this without keeping your credit card open on file is to terminate your account which they did. Mostly I am disgusted at the fact that as they said below, they can offer a deal of $30 for 6 months via invoice, but if I want to pay for 12 months the price for same services goes up to $109. Doesnt BBB see anything amiss with this?

Id love if they would go back and listen to the conversation where the young man cut my service off in a snap because I refused to keep my personal credit card open at their disposal. Secondly, they may have lost just 1 tiny senior citizen but they are sure to lose more as their endless promotional tactics and telephone games become tiresome to others.

Thank you for your work on this, my issue is not and I suspect never will be resolved, which is why the jacked up prices for those who merely want to pay via invoice instead of leaving themselves wide open to credit card fraud?

Thank you, again.

******* *******

Sent from my iPhone

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

Sincerely,

******* *******
Initial Complaint
Date:12/24/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account is paid in full as of 10/2024 as you can see by attachment. Sirius put a $1.00 hold on my credit card. I called and was told the hold is because I updated my card or expiration date. Neither of these happened. I've had the same card on file for years and years. They refuse to remove the hold. I didn't give the permission to put anything on my card. There is no reason for hold or any additional charges
Business Response
Date: 01/02/2025
******* ** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** ***** ********* ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ***** ********** behalf. We regret that her recent experience led to a complaint with your agency. After researching, it was found that *** ********** complaint is regarding a $1.00 pending charge from SiriusXM on her credit card. A $1.00 pending charge on a credit card is usually a temporary authorization charge to verify the card's validity and may take a few days for the bank to process the void.

On December 22, 2024, *** ********* contacted us to cancel her subscription to a vehicle she traded in (2014 ****** Frontier)and to activate the trial subscription on her new vehicle (2025 ****** Sentra). She purchased an annual subscription to begin on March 22, 2025, at the end of her trial; which was the reason her credit card had a $1.00 pending charge to verify the card's validity.

A member of our Corporate Solutions Team and a Supervisor spoke with *** ********* to discuss her concerns. We explained that it was a pending charge that the bank would remove after a few days. We further explained that on March 22, 2025, when her annual subscription begins on her 2025 Sentra, there will be no charge to her credit card as the credit for unused time from her 2014 Frontier will cover the cost for the service period from March 22, 2025, to March 22, 2026. *** ********* also has an annual subscription activated on a 2023 ****** Frontier that will automatically renew on October 19, 2025. ******************** have any additional questions or concerns, we ask that she contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ********** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
To: *** ****
********************************************************************
Attention: Consumer Advocacy
*************************** **** ***** ******************

Sincerely,
********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 01/02/2025
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:

I dont have 2023 ****** Frontier. I do have a 2013 ********. There was no reason to place any holds on my account if I still had 10 months left from 2014 Frontier. Also I didn't trade my 14 in for a 25. ******************* a horrific crash

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

Sincerely,

***** *********

Business Response
Date: 01/06/2025
******* ** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** ***** ********* ********* *** ********

Hello Mediator,

We are in receipt of *** ********** rejection of our response on January 2, 2025.She has indicated in her response that the complaint remains unresolved as she has a 2013 Frontier and not 2023. She states there was no reason to place any hold on her account as she still had a credit left from the ****************************************************** an accident.

We apologize for the errors in our response regarding her 2013 and 2014 ****** Frontiers. The response should have stated a 2013 Frontier, but due to a typo,2023 was written. Upon the cancellation of the subscription to her 2014 Frontier, there was no documented reason for this, so we assumed this vehicle was traded in. In regards to the $1.00 hold, this is simply one of the security measures that some merchants use to protect their customers and confirm that the card is valid and not lost or stolen. Again, we would like to apologize for any frustrations this issue may have caused *** **************** As there are no further actions to be taken,we consider this complaint closed.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ********** concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 01/06/2025
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
Date:12/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on a 2.99 Pomo and the girl actually canceled the subscription and then told me that she cant get it back.I never asked for her to cancel it just change from one radio to another. I was willing to pay for the higher price at one time but you guys took the only show I really wanted off the air radio and now this has become a nightmare just to make a simple change.
Business Response
Date: 12/31/2024
******** *** **** ****** ******** ****** ******* ********************* ******** ****************************************************************************************************** *** ******* ****** ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ******* ******* behalf. We regret that his recent experience led to a complaint with your agency. After researching ********** account, it was found that his complaint regarding the transfer and cancellation of his promotional rate subscription resulted from confusion surrounding the radios associated with his account.

On November *******, *** ****** purchased a 3-month promotional rate subscription for $2.00 for his 2022 ****** Corolla, Radio ID ending in ****. A credit card payment of $2.25 was applied to the account. On December 3, 2024, his subscription was transferred to Radio ID ending in ****. On December 22, 2024, *** ****** contacted us requesting to transfer his subscription back to Radio ID ending in ****. The agent assumed that the radio he was transferring his subscription to came with a trial subscription, and due to system limitations, we are unable to transfer the remaining term of a subscription as a follow-up to a trial subscription; however, subscribers can apply credits generated from subscriptions paid in advance towards subscription costs on the new vehicle. The agent then canceled the subscription to Radio ID, ending in **** and leaving a balance of $1.61. The agent then placed *** ****** on hold, but the call was disconnected. *** ****** contacted us and spoke with a supervisor who provided him with a 12-month promotional rate subscription for $3.99 per month plus fees and taxes, and the remaining $2.90 was applied to the credit card on file.

A member of our Corporate Solutions Team reached out to *** ****** to discuss his concerns further. We confirmed that the correct radio was active on his account on a ******** promotional rate subscription for $3.99 per month plus fees and taxes. For his inconvenience, we provided him with a $15.00 service credit to be used towards future renewals. In addition,the agent that he spoke with on December 22, 2024, will receive further training. ***************** have any additional questions or concerns, we ask that he contact us utilizing the information below.

SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******* concerns. If you would like to contact us regarding this matter, please use the information listed below.

SIRIUSXM Radio Inc.
*** *** **** ******************************************************************** ********** ******** ******** ***************************** **** ***** ********************

Sincerely,

********* ******* ******** ********* ********* **** ************** ******* **
Customer Answer
Date: 12/31/2024
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,

******* ******

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