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

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.

Initial Complaint
Date:12/12/2023
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.
Bought a yearly subscription for my *** X3 in August. Later we traded the vehicle for another and no longer needed the subscription. The company never contacted me and only refunded me $0.84. Instead of giving me the option of moving over the account, they just gave me back some ridiculous amount after being a customer for years. They still refuse to help me and do not want to make it right. I'm tired of them constantly apologizing with no results.
Customer Answer
Date: 12/15/2023
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,

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

Customer Answer
Date: 12/15/2023
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:12/12/2023
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.
I was charged ***** for a service I cancelled over a month ago. I called twice and got hung up on the second time after they cancelled the service finally, but I want a refund. I should have never been charged the first place.
Business Response
Date: 12/21/2023
******** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ************************* behalf. We regret that his recent experience led to a complaint with your agency. After reviewing his account, it was found that ****************** complaint is in regard to charges related to the automatic renewal of his subscription after he claimed to have requested cancellation over a month ago. We were unable to locate any cancellation requests until December 8, 2023. 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.

On August 8, 2023, via our ********************** ****************** purchased a Streaming Platinum 3-month subscription for $1.00 plus fees and taxes. He added his credit card ending in **** to the account for future renewals. During the purchase of a subscription, customers are presented with automatic renewal information. After the purchase is completed, subscribers are sent an email confirmation, which includes automatic renewal information and upcoming renewal charges. On November 8, 2023, at the end of the promotional rate term, his subscription automatically renewed at our then-current rate, charging the credit card on file $11.96 on this date and again upon the December 8, 2023 renewal. On December 8,2023, at ****************** request, the subscription was canceled, and a refund of $11.96 was requested and issued on December 12, 2023.

A member of our Corporate Solutions Team reached out to ****************** to discuss his complaint further. ****************** stated that he requested the cancelation of his subscription at the end of October. We confirmed that his subscription was canceled, and he received his refund for the December 8th charge. As a gesture of goodwill, we issued an additional refund of $11.96 for the charge that occurred on November 8, 2023. Should ****************** have any additional questions or concerns, we ask that he contact us utilizing the information below.

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

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

Sincerely,

*********************************
SiriusXM Corporate Solutio** ****
************** ******* **
Customer Answer
Date: 12/21/2023
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:12/05/2023
Type:Service or Repair 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.
Impossible to cancel service. They say texting is faster however they will leave you on hold for at least 30 minutes as Ive been waiting at least that long. They answer quickly for new service requests however.
Business Response
Date: 12/12/2023
******** *** ****

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

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

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 regard to his overall cancellation experience.

A member of our Corporate Solutions Team reached out to ********************* to discuss his complaint further. ********************** advised us that he corresponded with a chat agent, and his subscription is set to end on December 19, 2023; however, the wait time was about 30 minutes. We apologize if he was left with a negative impression of our cancelation experience, as wait times are currently longer. We thank ********************* for his feedback and ask that he contact our Corporate Solutions Team should he have any additional questions or concerns.

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:11/30/2023
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.
Did not notify me of an increase in rates and refuse to cancel account without updated payment informaiton.
Business Response
Date: 12/05/2023
******** ** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on *********************** behalf. We regret that his recent experience led to a complaint with your agency. After researching, it was found that *** ************ complaint is regarding the automatic renewal of promotional rate subscriptions to the rates in effect at the time of each renewal. Subscribers with an annual subscription or greater receive an automatic renewal notification no less than 30 days before their renewal rate, detailing the renewal terms and the corresponding charge.

On November 28, 2022, via our ********************** ************************* purchased a Music & Entertainment promotional rate subscription for 12 months for $4.99 per month plus fees and taxes. He added his credit card ending in **** to the account for future renewals. During the purchase of a subscription,customers are presented with automatic renewal information and upcoming renewal charges. On November 28, 2023, at the end of the promotional rate term, *** ************ subscription was automatically renewed at our then-current rate of $26.08; however, we were unable to charge the credit card on file. On November 30,2023, the subscription was canceled at his request, leaving a balance of $1.74 for used time. This amount was credited,so his account reflects a $0 balance.

We reached out to ************************** to discuss his concerns further. He expressed dissatisfaction with Sirius XM and advised us to contact him no longer. *** ************ account has been updated with his Do Not Contact request. In addition, we removed the Radio ID from his account and closed the account completely. 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.
*** ***************
******************************************
********** ******** ********
********************************************************* *****
********* ** *****

Sincerely,

*********************************
******** ********* ********* ****
************** ******* **
Initial Complaint
Date:11/29/2023
Type:Service or Repair 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 been enrolled in and paying for my auto subscription with them and it says my account has been deleted why cant I access this I would like a refund or a credit on my account for the 3 months I have not been able to access my account. I have called but get no answer
Business Response
Date: 12/11/2023
******** *** ****

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

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

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 unable to access his account with **********************, as he claims he was advised that his account has been deleted.

A member of our Corporate Solutions Team reached out to ************ to discuss his concerns further, but we have been unable to continue a conversation with him. We were able to locate two accounts in his name using the information he provided in the complaint;however, our review found no record of credit card transactions. We remain interested in speaking with *********** and ask that he contact our Corporate Solutions Team at the number provided below so that we may address his concerns.

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,

*********************************
******** ********* ********* ****
************** ******* **
Customer Answer
Date: 12/12/2023
Better Business Bureau:

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

[Your Answer Here]
I have tried talking with them and they keep asking me for my credit card number and I said I dont feel comfortable reading out my number to them

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

Sincerely,

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

Customer Answer
Date: 12/18/2023
Better Business Bureau:

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

[Your Answer Here]they call me and when I answer the phone no one is there

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

Sincerely,

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

Business Response
Date: 02/15/2024
******** *** ****

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

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

Hello Mediator,

We are in receipt of *** ***** rejection, where he claims that no one is on the other line when he answers.

We have made several attempts to reach ************ by telephone and email to discuss his complaint further. To date, we have yet to be successful in speaking with him. We have been unable to find an active account with the information provided in the complaint. We ask that ************ contact our Corporate Solutions Team so we can further assist him with getting his issue resolved.

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

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

Sincerely,

*********************************
******** ********* ********* ****
************** ******* **
Initial Complaint
Date:11/22/2023
Type:Product 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 did not want to ************** once my subscription ran out. SiriusXM provided an additional couple weeks of services without my request then billed me $51.89 and turned me into collections for this amount. When I contacted collections and SiriusXM, I was provided a case number for review and Sirius continued to pursue collections. I did not ask for this additional time as I wanted to let subscription lapse.
Business Response
Date: 11/27/2023
******** *** ****

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

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

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 regarding being contacted by a collection agency resulted from the automatic renewal of her subscription. Per the terms and conditions in our Customer Agreement, a paid subscription will continue for the length of your selected paid plan and will automatically renew for additional like periods or any other length described in our offer unless you cancel prior to renewal. Your account will be automatically charged (or you will be billed as applicable) at the rates in effect at the time of each renewal, plus fees and taxes.

On June 9, 2023, *** ********* Platinum annual subscription was renewed on radio ***** and an invoice was sent for $387.26. On July 21, 2023, when payment was not received, her subscription went inactive for non-payment, leaving a balance of $51.89 for used service, which included a $5.00 late fee, and the account was referred to collections on August 15, 2023.

A member of our Corporate Solutions Team reached out to ******************** to discuss her complaint further. She stated that she did not request any additional time as she wanted her subscription to lapse, and she feels the account should have been closed when the payment was not received. We reviewed our automatic renewal and cancellation policies. ******************** advised us that she paid the $51.89 balance to ***************, so her credit rating would not be affected. ******************** can be assured that there will be no negative impact on her credit rating as we do not report to any major credit bureaus. As a gesture of goodwill, we requested a refund of $51.89 that will be issued by check. Please be advised that the average turnaround time for processing refund checks is **** business days. 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,

*********************************
******** ********* ********* ****
************** ******* **
Initial Complaint
Date:11/13/2023
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 my annual notice from SiriusXM to reverify my student status so I can continue my student Platinum streaming plan. When trying to follow the instructions in their email to login into my account to reverify my student status and renew my student plan for another year I received error messages. Despite the error messages, I did receive a confirmation email that my student status was verified; however, the pricing in my account for the next billing cycle did not update so I opened a chat session as suggested on the one error page. I was connected with **** who claimed to be supervisor and I explained the problem I was having, Instead of trying to resolve the problem **** tried try to sell me on the same plan for a higher cost. I conveyed I was going to notify the BBB of this unethical business practice, and he admitted there was a technical error that would be resolved in 3-5 business days. I asked if someone would be reaching out to me in this time frame and he said that would be the case. Nobody reached out to me in 5 business days. I retried my student plan renewal today, and I'm still receiving the same error messages so I tried the recommended customer service phone number this time (which just seems to be a general customer service/sales line). I was connected with ***** who, instead of fixing the issue, tried to also sell me the same plan I have for at a higher monthly cost. I told her I would also be including her in my BBB complaint and we ended the phone call without resolution. Then I filed this complaint to have the BBB mediate as the next step. The student plan is $4/month + taxes + royalty fees. I believe I currently pay $4.62/month total and that is the price I expect to continue barring any changes to taxes or royalty fees.Note to BBB: All the proof you need should be attached to this email (hopefully you can open .msg files, if not I can take screenshots of those emails).
Business Response
Date: 11/22/2023
******** *** ****

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

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

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 relates to the frustration she experienced when attempting to renew her student streaming plan.

A member of our Corporate Solutions Team corresponded with ************** via phone and email. ************** stated that she wants to renew her student plan for $4.00 a month plus fees and taxes; however, she receives technical errors on the website. We apologize for the technical issues ************** experienced. We advised her that we could set her up for 12 months for $3.99 per month or restart her current plan by November 30,2023. ************** will contact us back at the end of her current term. In addition, the agent with whom she chatted, who offered her a more expensive package,will be retrained. Should ************** have any additional questions or concerns, we ask that she contact our Corporate Solutions Team utilizing the information in the emails she received.

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
************** (option 3)
Customer Answer
Date: 11/28/2023
Dear Better Business Bureau:

I am agreeing to resolve complaint ID ******** in advance and in good faith SiriusXM keeps their promise. My current plan goes through end of this month and then in December I have to call them to arrange a new plan to start. I was told there would be case notes in my account so the next person can assist with the resolution we agreed upon. I know you want a response sooner than December so I will agree to close the complaint now, but if there is an issue I will reach back out to reopen the case.

Sincerely,

***********************
P.S.
Thank you for this incredible service you provide to consumers!
Initial Complaint
Date:11/08/2023
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.
Never authorized automatic billing to my credit card account. Two bills showing up on my credit card statement $23.05 1 September 29 2023 2 October 28 2023.I never authorized this. Never received notice of cancel /renewal. This is theft of my money. Forced me to pay on services Tried to contact with success!
Business Response
Date: 11/17/2023
******** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ************************* 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 annual promotional rate subscription. Per the terms and conditions in the SiriusXM Customer Agreement, a paid subscription will continue for the length of your selected plan (subscription term)and will automatically renew for additional like periods or any other length described in our offer unless you cancel prior to that renewal. Promotional rates apply only during that initial term; after that time period, our then-current rates take effect.

On June 28, 2022, via our ********************** **************** purchased a Platinum annual promotional rate subscription for $60.00 plus fees and taxes. He added his credit/debit card ending in **** to the account for future renewals. During the purchase of a subscription,customers are presented with automatic renewal information. After the purchase is completed, subscribers are sent an email confirmation, which includes automatic renewal information and upcoming renewal charges. On May 13,2023, **************** transferred this subscription from his 2019 Cadillac XT4 to his 2017 Cadillac CT6, which was on a trial subscription until August 9, 2023,and updated the card on file to one ending in ****. An email was sent confirming this transaction and advising that his plan will begin billing on September 24, 2023. On September 24, 2023, at the end of the trial, his subscription automatically renewed to the paying plan at a prorated amount of $3.07 for the service period from September 24, 2023, to September 28, 2023, to align with the billing date on his account. On September 28, 2023, and October 28, 2023,his subscription was renewed, charging the card on file $23.05 upon each renewal date.

A member of our Corporate Solutions Team reached out to **************** to further discuss his concerns. We reviewed the terms and conditions in the Customer Agreement, including automatic renewal at current rates. We canceled his subscription, and as a one-time courtesy, on November 13, 2023, we provided **************** with a refund of $46.10 back to his credit card ending in ****, as this was the payment type on his account when the refund was requested. *** ******* credit card has been removed from the file. 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.
*** ***************
******************************************
********** ******** ********
********************************************************* *****
********* ** *****
**********

*********************************
SiriusXM Corporate Solutions Team
************** (****** **
Initial Complaint
Date:11/03/2023
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.
Dear BBB, I would like to file a complaint regarding my SiriusXM account #**********. I have been a loyal customer for several years. I understood that the discounted promotions only last one year, but each year I renewed before the deadline, and the SiriusXM representative always assured me that a letter and an email would be sent prior to the promotion ending in a year. They did do this and I always called back to renew under with a new promotion, usually $60 plus taxes and fees for basic music, no added features. We added a second car in 2021 with the same promotion. Then in 2022, I did not receive any emails or a letter regarding the upcoming end of the promotion. Unfortunately, I did not catch this and since 6/1/22 I have been charged $48.56 a month until 4/1/23 when it went up to $50.19 for a total of $840.09. When I finally realized what was going on, I called Sirius on 10/23/23. The representative said the *************** would contact me and that I should check my **** bill to calculate my overall charges. I called again on 10/30/23 and spoke with Gin. I explained that I never received an email or letter regarding the end of my promotion in May 2022. She said that I needed to check my spam email which does not exist. I canceled my 2 accounts to prevent further charges and asked to speak with her manager. ******* was much more helpful, said that my complaint was being forwarded to the next level and that we would receive a phone call within 72 hours. I provided my husbands number also. We have not heard anything now in 4 days. In regards to previous emails from SiriusXM, I did receive an email from them on 2/17/22 that the charges were going up $1/month. The next email was not until a year later on 2/15/23, again regarding another $1/month increase. No other emails were ever received regarding ending of my promotion in 2022. Also, SiriusXM automatically starts billing for the highest service available after that which is very misleading. Thank you.
Business Response
Date: 11/10/2023
******** *** ****

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

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

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 regarding charges to her credit card resulted from the automatic renewal of her two subscriptions following the purchase of a promotional rate subscription in 2021. Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. Promotional rates only apply during the initial term; after that time period, our then-current rates take effect.

On April 29, 2021, a promotional rate subscription for 12 months for $60.00 plus fees and taxes was purchased for Radio ID ending in ****, 2016 Land Rover. Automatic renewal information is disclosed prior to the completion of any purchase of a subscription and must be agreed to in order to complete the transaction. A confirmation email containing the details of **** **** purchase, including the automatic renewal information, was sent to her on April 19, 2021. Subscribers on annual plans or greater are notified in advance of their upcoming subscription renewal. On October 28, 2021, a promotional rate subscription for 3 months for $2.00 plus fees and taxes was purchased for Radio ID ending in ***** **** ******* to begin on January 18, 2022, at the end of the provided trial. Automatic renewal information is disclosed prior to the completion of any purchase of a subscription and must be agreed to in order to complete the transaction. A confirmation email containing the details of **** **** purchase, including the automatic renewal information, was sent to her on October 28, 2021. On January 18, 2022, the 3-month promotion began, charging $2.18 to the credit card on file. On April 18, 2022, at the end of the promotional rate term on the ******* her subscription automatically renewed to a full-price package which bills on a monthly term, charging the credit card on file a prorated amount of $13.16 for the service period from April 18, 2022,to May 1, 2022, to align with the billing date on the account. On May 1, 2022, at the end of the promotional rate term on the Land Rover, the Platinum subscription automatically renewed to a full-price package, which bills on a monthly term, charging the credit card on file $47.56 for the two subscription renewals ($30.39 for the ****** &$17.17 for the Land Rover). Both subscriptions continued to automatically renew monthly, charging the credit card $47.56 through to March 1, 2023. On March 14, 2023, her price increased as a result of SiriusXM adjusting its base rate, which she was advised of prior to the increase. From April 1, 2023, to October 5, 2023, she was charged $50.19 upon each monthly renewal date ($31.71 for ****** & $18.48 for the Land Rover). On October 30,2023, at her request, the two subscriptions were canceled, and she was provided with confirmation numbers *********** and ************

A member of our Corporate Solutions Team spoke with *********** and reviewed the account transactions and our automatic renewal policy. We explained that we have no record of a cancelation request and that we are not able to provide a full refund for the charges between April 2022 and October 2023 as the service was used. If interested, we informed her that we could work with her to reactivate her subscriptions on a promotional offer. In addition, as a one-time courtesy, we applied a $50.00 service to the account should she wish to reactivate. 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
************** ******* **
Customer Answer
Date: 11/11/2023
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.

*****************************************
Initial Complaint
Date:10/30/2023
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 send in my payment of ***** and had my service cancelled in October 20 I just received a bill stating I owe more money I written cancel my subscription when I mailed in my payment I do not want to continue service with them have not used service since September was told to pay the amount I owed and service would be cancelled once they received payment which they did radio Id ********
Business Response
Date: 11/08/2023
******** ** ****

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

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 regarding being contacted for an outstanding balance resulted from the automatic renewal of her subscription. Per the terms and conditions in our Customer Agreement,subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. As indicated in her complaint to your office, there was a written request and no call to cancel the subscription.

On August 22, 2023, the Platinum monthly subscription to Radio ID ending **** was automatically renewed and an invoice was sent for the $33.38 balance. On September 22,2023, the subscription was again renewed and an invoice was sent for the $66.76 balance for the service period from August 22, 2023, to October 22, 2023. On October 3, 2023, when payment was not received, the subscription was suspended from non-payment, leaving an outstanding balance of $52.98; which included a $5.00 late fee. On October 25, 2023, a check payment for $52.98 was posted to the account, bringing the account current and restoring service to an active status. An invoice was sent for $30.37 for the service period from October 25, 2023, to November 22,2023.

A member of our Corporate Solutions Team reached out to ****************** to further discuss her complaint. We reviewed our automatic renewal and cancellation policies. We canceled her subscription, provided cancellation number 200-PUB-740, and credited her account to reflect a $0 balance. 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.
*** ***************
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********** ******** ********
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**** *****
********* ** *****

Sincerely,

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

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