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Business Profile

Radio Stations

SiriusXM Radio

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Radio Stations.

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

Find a Location

SiriusXM Radio has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,246 total complaints in the last 3 years.
    • 390 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2024

      Type:Billing Issues
      Status:
      Answered
      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 company have been charging my debit card monthly and I dont even have service with them the last ************************************************************************* without my authorization.Radio ID #************

      Business Response

      Date: 01/15/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, it was found that *** ******* complaint regarding charges to his credit card resulted from the automatic renewal of his monthly Music & Entertainment subscription.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel.  Unfortunately, we have no way of knowing that a device is not receiving our signal unless the subscriber informs us. 

      On August 29, 2023, **************** purchased a monthly Music & Entertainment subscription for 12 months for $4.99 per month plus fees and taxes.  A credit card ending in **** was added to the account for future renewals.  On January 14, ****, his credit card information on file was updated via an updater service from our merchant processor to a credit card ending in ****.

      We reached out to **************** to discuss his complaint further but have yet to be successful. Unfortunately, we have no way of knowing that his device is not receiving our signal unless the subscriber informs us.  His radio **** is active on his account.  We remain interested in speaking with **************** and ask that he contact our Customer ******************** to provide us with additional information so that we can further research his issue.

      We have taken appropriate measures to address *** ******* concerns. If youd like to contact us regarding this matter, please use the information listed below.


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


      Sincerely,

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

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Sirius subscriptions in multiple vehicles. I have been trying to contact and resolve subscription issues since December 27th (over a week). First their systems are down and they are unable to assist. Then closed, then offline, then even when I finally reach someone it is more screwed up than ever. I have three vehicle subscriptions working to be renewed or cancelled - and they are unresponsive and unable to assist online. Contacting the company is useless as support has been offshored and after multiple hours in "Chat windows" - nothing is resolved.I am seeking subscription adjustment at minimum, and ideally compensation for this frustration and aggravation. This is ridiculous.Would they sit on their own computers attempting to message for 2+ hours, and phones are un-answered.

      Customer Answer

      Date: 01/15/2024

      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,

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



       

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am attempting to cancel ALL active subscriptions on my account, to include any and all trial subscriptions. Sirius had me on hold for over 20 minutes after getting my account infirmation. This delay has to be intentional to prevent me from cancelling. In fact I am still on hold waiting for assistance while Im writing this complaint!

      Business Response

      Date: 01/11/2024

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

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

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

      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 is in regards to his overall cancellation experience. 

      On January 3, ****, ********************** contacted us to cancel his subscription on the Radio ID ending in **** and his streaming subscription; the cancellations were processed at that time.  He was provided with cancellation numbers *********** and ***********, and emails confirming the cancellations were sent to the email address on file. 

      A member of our Corporate Solutions Team reached out to ********************** to discuss his complaint further; to date, we have yet to be successful in speaking with him.  We apologize for any frustrations ********************** experienced, as hold times are currently longer than usual.  Should ********************** wish to discuss his issue further, we ask that he contact us utilizing the information below.

      We have taken appropriate measures to address *** ********** concerns. If youd like to contact us regarding this matter, please use the information listed below.


      SIRIUSXM Radio Inc.
      To: ***************
      ******************************************
      ********** ******** ********
      ********************************************************* *****
      ********* ** *****


      Sincerely,

      *********************************
      SiriusXM Corporate Solutions Team
      ************** (option 3)

    • Initial Complaint

      Date:01/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 annual plan was renewed on 10-4-2023 for 294. 98 on my ***** **** and I have used and renewed XM Radio for years even through price increases. I was beyond shocked to receive a notice from XM dated December 11 2023 indicating that their records indicate I no longer own my vehicle and identify an older Radio # that I do not believe reflects my updated Radio # (which I don't think was ever properly updated on my online account by *********************** . The letter further indicated as a courtesy to the customer, me, ********************** Xm has suspended the remainder of the paid subscription and a prorated subscription credit in the amount of ****** has been posted to my XM account. None of this I authorized and the info is false as I still own my car having just brought it in for service at the dealer on November 13. I went online to chat and they indicated the radio in my 2012 *** was automatically cancelled by the dealer as a used car deactivation "when a dealer receives a trade in vehicle and sends a notification record to XM to deactivate the customer's **********************." I repeated that i did not trade in my car and was only at the dealer to replace my tires. Sirius was willing to reactivate my Radio but charging a new monthly fee which i said no to without first receiving a rebate and ultimately the agent abruptly discontinued the chat. I followed up by phoning the dealer service **** who said they know nothing about this and never interacted with Sirius. So at this point I am requesting a rebate for the amount of my paid subscription unused and a closing of my online account with removal of the CC information on the account.

      Customer Answer

      Date: 01/09/2024

      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,

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



       

    • Initial Complaint

      Date:12/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      They took money off from my bank card i did not authorize they where supposed to contact me but did not. Second it wont let me log in to cancel it says wrong password but its saved so i know its right. Someone needs to do something about this company stealing from people

      Customer Answer

      Date: 12/27/2023

      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:12/24/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 12/21/23 I contacted SiriusXM through their website in order to cancel my subscription. The first person I talked to told me there was a problem with their system and to contact them again in two hours. I then disconnected and immediately reconnected through the same website and again requested a cancellation. This time the person on the chat was more helpful and appeared to cancel my subscription. I requested that it end on 12/24/23. I was sent a confirmation email that the subscription was canceled. Nevertheless, on 12/24/23 I was charged $18.20 for a subscription that I already cancelled. This is completely unacceptable and a huge waste of my time. Please help with this.

      Business Response

      Date: 01/03/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ******************* behalf.  We regret that his recent experience led to a complaint with your agency.  After researching his account, it was found that his complaint was in regard to his credit card being charged for an automatic renewal of his subscription after he requested to cancel the service.

      A review of the account determined that on December 20, 2023, ****************** contacted us requesting to cancel service as of the end of the subscription term. The agent set a future deactivation date of January 24, ****, which corresponds with the end date of *** ******** promotional rate subscription for 12 months for $14.99 per month, plus fees and taxes.  On December 24, 2023, his subscription was automatically renewed, charging the credit card on file $18.20.  On December 26, 2023, the subscription was cancelled and a refund of $18.20 was issued on December 28, 2023.

      A member of the Corporate Solutions team reached out to ****************** via phone and email to discuss his concerns, but we were unable to speak with him and address his concerns.  Currently, there are no active devices on his account and a refund of $18.20 was issued back to his credit card on December 28, 2023.  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 *** ******** concerns. If youd like to contact us regarding this matter, please use the information listed below.


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

      Sincerely,

      *********************************
      SiriusXM Corporate Solutions Team
      ************** ******* **

      Customer Answer

      Date: 01/03/2024

      Better Business Bureau:

      I have reviewed the response made by SiriusXM in reference to complaint ID ********, find the resolution to be satisfactory and the matter has been resolved. Thank you for your help, it is very much appreciated. You are awesome.

      Sincerely,

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



       

    • Initial Complaint

      Date:12/18/2023

      Type:Product Issues
      Status:
      Answered
      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 purchased a vehicle May 2020 with 6 mos SiriusXm radio service,In Nov 2021, I renewed the service for one year. I managed the account online. A major change in my driving habits, (approx 1 hour a month) I decided to cancel the subscription - $246 per year. In Oct 2023, I verified, online that my balance was zero and chose to cancel the subscription due, due for renewal Nov 2023. I followed the directions to cancel and was shifted to a "Before you go screen" that offered renewal at a lower rate. I declined and signed out. When I received an invoice in the mail, I noticed that my vehicle was still receiving the signal a month later, I went back on line and followed the directions to cancel. The "Before you go" screen offered a lower rare and then a note indicating I had to talk to an agent in order to cancel. Online chat with an agent was ************************************************************************************************************* pay a past due amount of $294.81. I refused and insisted on total cancellation. I received an email verifying cancellation and later mailed invoices for $23.71. I paid the invoice even though I don't believe it was justified.

      Business Response

      Date: 12/29/2023

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

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

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

      Hello Mediator,

      Thank you for contacting Sirius XM 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 the automatic renewal of her subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.  In order to cancel a subscription,the customer has the option of contacting us by telephone, online via chat, or text messaging.  Our representatives are required to present various offers and discounts that *** be available in order to retain our customers business before canceling any subscription. 

      On November 8, 2023, *** ***** Music & Entertainment annual subscription was automatically renewed, and an invoice was sent for the $294.81 balance.  On December 5, 2023, at *** ***** request, her subscription was canceled, leaving a balance of $23.71 for used time.  On December 25, 2023, a check payment for $23.71 was posted, bringing her account to a $0 balance.

      A member of our Corporate Solutions Team made several attempts by telephone and email to contact ************ to discuss her complaint further.  We received an email response from ************ stating that there is nothing else to say and to please stop calling her with lower rates.  We updated her account with her Do Not Contact request, and we requested an immediate stop-live call request.  Should ************ have any additional questions or concerns, we ask that she contact us utilizing the information below.

      We have taken appropriate measures to address *** **********;concerns.  If youd like to contact us regarding this matter, please use the information listed below.


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


      Sincerely,

      *********************************
      SiriusXM Corporate Solutions Team
      ************** ******* **

    • Initial Complaint

      Date:12/17/2023

      Type:Product Issues
      Status:
      Answered
      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.
      the website wont let me cancel my subscription

      Business Response

      Date: 12/22/2023

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on *********************** behalf.  We regret that her experience led to a complaint with your agency.  After review, *************** complaint is a request for cancellation of his subscription.  

      On December 20, 2023,we canceled the streaming subscription and provided the cancellation number ***********.  We apologize for any frustration he experienced while attempting to cancel his subscription, as we have been experiencing system issues.  Should **************** have any additional questions or concerns, we ask that he contact us utilizing the information below.

      We have taken appropriate measures to address **************** concerns. If youd like to contact us regarding this matter, please use the information listed below.


      SIRIUSXM Radio Inc.
      To: ***************
      ******************************************
      ********** ******** ********
      ********************************************************* *****
      ********* ** *****

      Sincerely,

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

    • Initial Complaint

      Date:12/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 been trying to cancel my subscription service. You cannot easily do this online. When I utilize the chat feature, the representative stops responding when I mention I want to cancel. When I call, I sit on hold for more than 20 minutes waiting for an agent. You cannot cancel online in your account. You can only cancel using their chat feature or by calling. If you do not cancel before your account automatically renews, you get charged for an entire year. I have been trying to cancel for over a month but cannot get through to anyone. I am set for renewal for 1/25/24 and feel I am trapped.The business makes it very challenging to cancel the service by forcing customers to sit on hold or sit waiting for someone to respond to the chat request.

      Business Response

      Date: 12/26/2023

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

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

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

      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 is in regards to our cancelation process.

      Our records indicate that on December 15, 2023, at ************** request, her subscription was canceled, and a refund of $31.39 was issued for the remaining time not used on the subscription.

      A member of our Corporate Solutions Team made several attempts to contact ************ via telephone and email to further discuss her complaint, but we have yet to be successful in speaking with her.  Per our Terms and Conditions in the Customer Agreement, in order to cancel a subscription, the customer has the option of contacting us via telephone or online via chat or text messaging.  We apologize if ************ was left with a negative impression of our cancellation experience, as our hold times have been longer than usual due to an increase in volume.  We remain interested in speaking with *********** should she wish to discuss this matter further.

      We have taken appropriate measures to address ************** concerns. If youd like to contact us regarding this matter, please use the information listed below.


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

      Sincerely,

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

    • Initial Complaint

      Date:12/15/2023

      Type:Billing Issues
      Status:
      Resolved
      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 had posted a review here about a ridiculous clown show of attempted "customer service" regarding my subscription renewal. SiriusXM contacted me (which I found curious since I had posted a review and not made a formal complaint). Shortly before I got that call they sent me an email offering me a deal to renew for TWO years at $5/month with a complimentary upgrade to the Premium Plan for all 24 months (note that if they had just offered me this on my initial call to them I would have taken it and we all would have moved on down the highway). I brought this up on my call with them and was told that they would only offer me this deal IF I agreed to enroll in autopay by credit card. I had been paying them by check for 7 years because as you can see from all of the other reviews and complaints the #1 beef people have with them is that they WON'T STOP CHARGING YOUR CREDIT CARD even after you cancel. I know someone who actually took legal action against them on this. Anyway on that call they told me if I wanted to pay by check the deal was just for six months. I told them I'd have to think about it. The very next day they sent me another email again offering $5/month for 24 months, but this time the service would rescind to a lower sub-premium tier after 12 months. So, WHICH IS IT?? They are NEVER straightforward in their dealings with you. You can never drag the truth out of them and the answer is never the same twice. I would like them to give me the 24 month platinum level subscription at $5/month as stated in their email to me on December 13 and allow me to pay for that by check as I've been doing for the past seven years.

      Customer Answer

      Date: 12/19/2023

      Better Business Bureau:

      No one from the named business ever reached out to me regarding this complaint.  However, due to the extremely compelling pricing, I have decided to go ahead and accept their promotional offer of $5/mo. and have that billed to my credit card.   I reserve the right to file a new complaint should they as I fully expect refuse to stop charging my card if I cancel at some future date. 


      Sincerely,

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



       


    SiriusXM Radio is NOT a BBB Accredited Business.

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