Complaints

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

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• 

  SiriusXM Radio

  1221 Avenue of the Americas Fl 37 New York, NY 10020-1010

• 

  Sirius Satellite Radio

  P.O. Box 34517 Newark, NJ 07189

• 

  XM Satellite Radio

  P.O. Box 33174 Detroit, MI 48232

• 

  SiriusXM Radio

  P O Box 9001399 Louisville, KY 40290

• 

  Sirius Satellite Radio, Inc.

  7060 State Road 84 Fort Lauderdale, FL 33317

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:10/24/2023

  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 renewed my subscription and it is still not working, they also told me $5 per month but it is closer to 4

  Business Response

  Date: 11/02/2023

  ******** ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *** ********* ** ********* *******************
  
  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 regarding purchasing a subscription but not having service resulted from not receiving the activation signal.  At the time he activated his subscription, it appeared his device did not receive the corresponding activation signal.
  
  On October 22, 2023, via our ********************** **************** purchased a Platinum promotional rate subscription for 12 months for $4.99 per month plus fees and taxes for a total of $6.51.  At the time of activation, the vehicle needs to have a clear view of the sky, make sure Bluetooth is not active, and the radio needs to be on the preview channel.
  
  A member of our Corporate Solutions Team reached out to **************** via phone and email to further discuss his complaint. **************** responded via email, asking to fix the issue or refund him.  His radio ID ending in **** was active on the account when we received his complaint, and additional information has been requested to troubleshoot further what he is experiencing.  As we have yet to be successful in speaking with him to troubleshoot his radio, we canceled the subscription, and as requested, we provided a refund for the $6.51 he was charged on October 22,2023.  We want to advise **************** that we remain interested in working with him, and 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:10/20/2023

  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.

  For the past 11 months I have relentlessly tried to work with customer service at ********************** XM to resolve unauthorized charges on an account I did not create. It is always the same song and dance with them no matter who I speak to or chat with! I explain that I have been being charged $11.96 for services I did not authorize and an account I did not create. They then tell me, "Don't worry I will help you with this." But they don't!! I am told over and over that my information does not match that of the account holder. Well, yes I know that because I am not the one who created this account! I have even tried to offer my bank statements and debit card info so that they could locate the account, lock it, and refund my money! They tell me that they can't do that. I have gotten nothing but the runaround for the past 11 months! I just want the account locked, closed and my money refunded! I will provide any and all documentation to prove the charges!

  Business Response

  Date: 10/30/2023

  ******* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *** ********* ** ********* ***************************
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *** ****** behalf. We regret that his recent experience led to a ********* with your agency.  After researching, it was found that ********* ********* was regarding charges to his credit card for subscription renewals on an account ending in ***3.
  
  On August 18, 2023, via our ********************** a Platinum Streaming 3-month trial was activated under *********************** name, and a credit card ending in **** was added to the account for future renewals. On November 18, 2022, at the end of the 3-month trial, the subscription automatically renewed at our then-current rate, charging $11.96 to the credit card on file.  Subsequent monthly subscription renewals were charged to the credit card on file through to and including September 2023.  Upon the October 18, 2023, renewal, we were unable to charge the $11.58 balance to the credit card on file.   
  
  A member of our Corporate Solutions Team reached out to ************** by phone and email to further discuss her concerns.  We received an email response from ************** stating that he filed the ********* as he knows ********, his ex-wife, created that account without authorization.  We have no control over who had access to the information as this was done online.  However, as a one-time courtesy, we requested a refund of $141.18 for the occurred charges.  This will be issued to the credit card on file and may take 3-5 business days to process.  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,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 10/31/2023

  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:10/05/2023

  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.

  I purchased a new vehicle recently that came with a "complimentary trial" to SiriusXM radio. I did not want to use or do anything with this trial, and am especially not interested in becoming a subscriber, so I did nothing with it. The phone calls started about a month ago, and I've gotten four, all of which I've declined as I know from reading online it is SiriusXM trying to get me to create an account so that they will have my payment information and start charging me when the trial lapses.I got tired of seeing the calls so I went to their website to find out how to get them to stop calling me. Their website said I could do it via live chat. I attempted that, and the agent told me I would have to call since I didn't have an account.I called the number the live agent gave me. First she insisted she needed a SECOND phone number, which is wild if the entire point is I want them to stop calling me period. Second, she kept asking for more information from me, and it became clear that, instead of responding to my repeated, assertive statement to put me on their Do Not Contact list, she was trying to establish an account in my name with SiriusXM.All of this constitutes harassment. The conversation over the phone should've ended with me saying I want them to stop calling me. That's all the information they should need, since they absolutely have my phone number. Instead, I hung up in frustration as the agent was completely unwilling to proceed without me giving more information about myself, which again is not necessary. They clearly have a script telling them to keep the person on the phone as long as possible and drag their feet so that they don't have to add that person to the Do Not Contact list and continue harassing them.I know class action suits have been filed against this company in the past, but it seems to me they will continue their predatory practices without something more serious transpiring.

  Business Response

  Date: 10/16/2023

  ******* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** **********************************
  
  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 was regarding being contacted for solicitation purposes.  Our records were updated with his Do Not Contact request.
  
  If you are a SiriusXM subscriber or have a business relationship with us created by the purchase or lease of an automotive vehicle that came with a complimentary trial period of SiriusXM services, you may be contacted by SiriusXM.  Upon review of the account on which the trial was set up, *** ******** mailing address was the only information showing.  Even though his phone number was attached to the account through our automatic dialer,it was not visible on the account, which was why the representative asked for a phone number.
  
  A member of the Corporate Solutions team spoke with ****************** and informed him that we have updated his account with his Do Not Contact request by phone, mail and email.  While we make every effort to honor his request as soon as possible, please allow up to 5 business days for phone calls, 10 business days for email and up to ************************************** all our systems completely.  During this time, it is possible that he may receive a few more correspondences due to campaigns already in effect.  In addition, we cancelled the trial subscription associated with his 2023 **** Mustang and provided cancellation confirmation number ************  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:10/04/2023

  Type:Sales and Advertising 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.

  Sirius XM, without my knowledge or consent, obtained my personal info and signed me up for a free trial. I have not recently bought a car from a dealership so I have no idea how this happened. This is FRAUD and IDENTITY THEFT. I have NEVER done any business with Sirius XM nor have I within the past 3 months, or even 24, purchased a vehicle from a dealer or contacted Sirius XM. Today I did call to ensure the promo was cancelled. ** Rep couldn't explain how they obtained my info or why this promo was offered. I told the ** Rep that the promo radio code number can be used to look up the account as I refused to give any other personal info since I did not request or sign up for this. Upon researching the issue its apparent Siruis XM is an unsavory company using possibly illegal tactics to steal people's identities to enroll in trials. I am now extremely concerned about ID Theft.

  Business Response

  Date: 10/13/2023

  ******* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ***************************************
  
  Hello Mediator,
  
  Thank you for *******ing Sirius XM on ******************* behalf.  We regret that his recent experience led to a complaint with your agency.  After review,it was found that his complaint relates to having the dealership provide SiriusXM with records to activate a trial subscription for a 2007 Honda CR-V without his knowledge or consent.
  
  When a customer purchases a new or used vehicle, the dealership will provide the information to SiriusXM to set up the free trial.  We have updated *********** ******* preferences to Do Not Contact as requested.  The trial subscription has been cancelled, and the Radio ID has been removed.  In addition, we closed the account entirely.  Should ****************** have any additional questions or concerns, we ask that he ******* us utilizing the information below.
  
  We have taken appropriate measures to address *** *************;concerns.  If youd like to ******* us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 11/07/2023

  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:

  reference ID # ********.  I reject business, did not resolve issue. Apologies,  I missed this email.  

   

   

   

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

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

  Business Response

  Date: 11/13/2023

  ******** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *** ********* ** ********* *************************
  
  Hello Mediator,
  
  We are in receipt of *** ******** rejection concerning his personal information being used to set up a free trial without authorization. 
  
  One or more of our affiliated businesses shared this information with us for a trial recommendation. The trial subscription and the account have been closed,and he should no longer receive anything from us.  As no further actions are to be taken, we consider this complaint closed. 
  
  We have taken appropriate measures to address *** ******** concerns. If youd like to contact us regarding this matter,please use the information listed below.
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  **********
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:10/01/2023

  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 applied for a trial run that was supposed to end in October. At that point I was to pay what has turned out I have been charged all along, $31.03/month. I want to be refunded as this was told to me by a Sirius employee that I would not pay monthly until the trial was up on October 15th. I was also told my additional account was closed and it also was not - I do not think it's been closed even still as I requested both closed today. The employee lied to me to get my money upfront as well as monthly. Sirius needs to refund me for the 3 months they charged me full price and delete ALL accounts under my information. I will have a big issue with this company if the next charge deducts on October 15th even though I have requested it canceled.This company forcing their customers to go through a process to cancel also seems illegal. If you can allow a customer to sign up immediately without chatting to pm agent, then you need to allow them to cancel the same way.

  Business Response

  Date: 10/11/2023

  ******* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** *************************************************
  
  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 concerning the charges to her credit card resulted from a misunderstanding regarding the automatic renewal of her subscription and the actual device that she was being billed for. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew at the rates in effect at the time of renewal unless the subscriber calls us prior to cancel.
  
  On October 15, 2022, via our ********************** **************** activated a Music &Entertainment promotion for 12 months for $4.99 a month plus fees and taxes on her 2021 ********** Tiguan. She added her 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 December 30, 2022, the subscription to her ********** was canceled, leaving a credit balance of $2.71 for unused time.  A 3-month complimentary trial was provided to **************** with the purchase of her 2020 **************  On January 19, 2023, via our ********************** **************** purchased a three-month Platinum promotion for $2.00 plus fees and taxes.  This was to begin on April 1, 2023, at the end of the trial on her Jeep. An email was sent confirming the transaction, which included automatic renewal information.  On April 1, 2023,the Platinum 3-month promo began, and the $2.12 balance was taken from the credit.  On July 1, 2023, at the end of the promotional rate term, her subscription automatically renewed to a full-priced package, which bills on a monthly term for a prorated amount of $14.02, for the service period from July 1, 2023, to July 15, 2023, to align with the billing date on her account.  The credit card on file was charged $13.43.  Her subscription was subsequently renewed at the end of each renewal term, charging the credit card on file $31.03 through to September 15, 2023.
  
  We canceled the subscription to the Jeep Wrangler as requested,and on April 4, 2023, a refund of $ ****** was issued to the credit card on file.  **************** asked for her information to no longer be attached to any accounts.  Due to our internal business record-keeping practices, we cannot delete the information. However, all data elements: name, address, phone number,and email address provided in her complaint have been quarantined and placed in a permanent Do Not Contact Status rather than being eliminated from our systems altogether.  This approach is far more protective and ensures all communications are blocked should another car be purchased in the future or if any of these data elements are captured from another marketing source. Should **************** have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  We have taken appropriate measures to address Ms. ****************************** youd like to contact us regarding this matter, please use the information listed below.
  

   

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

  
  

• Initial Complaint

  Date:09/29/2023

  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 have an established account with this business. My intention is to cancel my subscription, as I do not use it. I strongly believe that this business intentionally makes the process of canceling an account convoluted, frustrating, or impossible so that consumers will give up and just keep paying them. An example of this is when I logged in yesterday to cancel, and the option to do so continued to take me to an error page. Meanwhile, the link to upgrade or change my plan worked just fine. I attempted to log in again today, and the website informed me that my username and password do not match their records. These are the exact same login credentials I used the day before when the link to cancel my account did not work. So I attempted to reset my password by having the company send me a password reset email. The email never came, and of course I checked my spam folder. Later in the day, I attempted the same password reset process, only this time requesting a text messageto deliver my password reset link. The text came immediately, and I successfully changed my password and updated my account. Upon attempting to log in with the newly updated credentials, I was again informed that my username and password do not match their records. Although this is the first time I am reporting this, it is not the first time I have had similar issues with this company. And again, I believe this to be intentional on their part. I just want to cancel my membership and should not have to spend hours navigating an impossible system to do so.

  Customer Answer

  Date: 10/03/2023

  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:09/29/2023

  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.

  Sirius XM makes it IMPOSSIBLE to cancel their service. The price has increased ever 6 months for 7 years. No one answers the phone. They won't let me cancel online. It's to the point I'm reporting fraud to my bank. I finally found a cancellation link and they took me to a chat page (that's turned off) to try to convince me to stay but no option to skip that.

  Business Response

  Date: 10/06/2023

  ******* ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ****************************************************
  
  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 charges to her credit card 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.  We were unable to locate any request for cancellation prior to October 2023.
  
  A member of our Corporate Solutions Team reached out to ********************** to discuss her concerns.  We reviewed the automatic renewal policy and at ********************** request, we canceled her subscription.  We issued her a refund for the full $145.24 that she was charged on September 28, 2023.  Should ********************** have any further questions or concerns, we ask that she 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
  ************** ******* **

• Initial Complaint

  Date:09/27/2023

  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.

  Hello Ive been trying to cancel my subscription with XM radio and they refuse to cancel it.

  Business Response

  Date: 10/06/2023

  ******* ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* *********************************
  
  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 our cancellation process.
  
  Our records indicate that on September 27,2023, ********************** contacted us via our chat option to cancel his SiriusXM radio subscription.  Our representatives are required to present various offers and discounts that *** be available in order to retain our customers business before canceling any subscription.  The cancellation was processed on this date,and an email was sent confirming the transaction, which included cancellation confirmation number ************
  
  A member of our Corporate Solutions Team reached out to ********************** via phone and email to discuss his concerns, but we have not reached him to date.  We want to advise him that during the cancellation process, specialists *** present customers with special offers, inviting them to remain a SiriusXM subscribers.  We apologize that he was left with a negative impression of our cancellation experience. Upon the cancellation of his subscription on September 27, 2023, a balance of $4.86 remained; this amount has been credited to reflect a $0 balance.  Should ********************** wish to discuss this matter further, we ask that he contact us utilizing the 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.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 10/06/2023

  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:09/15/2023

  Type:Customer Service 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.

  Had issue last year and with help of BBB I was out into contact with *****. Hes been great to work with. And he set my accounts up as they should have been. I changed vehicles and started getting a lot of calls from Sirius I explained to them Id already called ***** and he set everything up. Then I got a notice my service was renewing I called to speak to ***** a woman answered wouldnt give me a name was hateful and said Ill take care of it and ok that I wasnt on auto renew the meter letter was a mistake. Now I log into my bank account to find a monthly charges I call back and the same old woman answers I nicely ask for ***** and she says ugh its way to early for him to be here you can deal with me and I said no what time will he arrive and she hatefully said he never comes in till 11 or 12 and got hateful and hung up so I am being charged when my account was set up to not renew monthly I have to go back through to see how many charges have been made but I know of 2

  Business Response

  Date: 09/21/2023

  ********* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** **************************************
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ************** behalf.  We regret that her recent experience led to a complaint with your agency.  After review, it was found that ************** complaint regarding charges to her credit card resulted from the automatic renewal of her semi-annual Music &Entertainment 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.
  
  On March 10, 2023, ************** purchased a promotional rate semi-annual Music & Entertainment subscription for her 2020 Ram.  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 March 10, 2023.  On September 10, 2023, at the end of the promotional rate term, her subscription automatically renewed to a full-priced package, which bills on a monthly term,charging the credit card on file.  On this date, we requested a refund for the $24.29 charge; however, on September 21, 2023, we received a chargeback for this amount so no further refund will be issued.
  
  A member of our Corporate Solutions Team reached out to ************** to further discuss her complaint.  We reviewed the transactions that occurred on her account and explained that her semi-annual promotional rate subscription automatically renewed to a monthly term. We offered to provide ************** with a Music & Entertainment Advantage plan and explained that, unlike our promotional rate packages that automatically renew at current rates, our Advantage plan is a discounted plan that will renew for the same amount as long as the subscription is active.  If there is an increase in pricing, customers are advised via **** and email prior to any price adjustments.  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:09/08/2023

  Type:Sales and Advertising 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 August 22nd, 2022, I accepted an offer from Sirius XM to pay $6.06/month ($4.99 + taxes) for a non-expiring plan. In other words, it does not expire after a certain amount of time. As long as you keep the plan, it will not expire. I confirmed this with the Sirius XM representative who sold me the plan, in writing, as you will see in the attached screenshot from our chat in the support chat box on their website.However, in August of 2023, Sirius XM began telling me that my price was going to go up to more than $20/month. I spoke with them via chat and reminded them that I am on the non-expiring plan for $4.99/month plus taxes ($6.06/month total). They refused to honor the deal that I had agreed to. I presented them with the screenshot from our chat in which they confirmed my non-expiring price, and they still refused to honor it. They basically said "Too bad, we're raising the price anyway." They are refusing to honor the price that they agreed to for my non-expiring price plan.

  Business Response

  Date: 09/19/2023

  ********* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** **********************************
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the complaint of **************************  We regret that his recent experience led to a complaint with your agency. After researching his complaint, it was found that it was regarding a misunderstanding related to the promotional rate subscription offer he accepted.
  
  On May 18, 2022, at *** ****** request, the subscription to his Jeep Liberty was cancelled and he was provided with cancellation confirmation number 426-WUN-128.  On May 19, 2022, he contacted us requesting to have service reactivated on an Advantage plan; however,due to system issues, there was a latency with the chat tool, the chat went idle and no further changes were made to the account.  On May 22, 2022, via our ********************** ************** purchased a 3-month for $2.00 promotional rate subscription.  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 August 22,2023, one day prior to the automatic renewal of his promotional rate subscription,he contacted us to cancel, but in lieu of cancellation, he was offered a Music & Entertainment subscription for 12 months for $5.99 a month plus fees and taxes.  ************** then asked the agent to send him a link so he could review the channels that come with the package prior to his acceptance.  The agent sent the link and ************** agreed that his plan would work for him and he accepted the offer.  During the purchase, ************* was presented with automatic renewal information and after the purchase was completed, an email confirmation; which also included the automatic renewal information and upcoming renewal charges (please see attached).  On August 22, 2023, at the end of the promotional rate term, his subscription automatically renewed at our then-current rate;however, we were unable to charge the $23.05 balance to the credit card on file.  On September 18, 2023, when payment was not received, his subscription was suspended, leaving a balance of $19.98 for used time.
  
  A member of our Corporate Solutions Team corresponded with ************* via email.  We reviewed the transactions that occurred on the account. We reviewed the attachments that ************** provided in his complaint and we do see that he was advised that the Advantage plan has no expiration and he would not need to contact us back requesting another promotion.  What this means is that, unlike our promotional rate plans he previously received, the Advantage plan does not renew to full price at the end of the term. The Advantage plan will continue to renew at the discounted rate as long as the radio is active on the account. If ********************** rates are increased customers are advised via **** and email prior to price adjustments.  ************** also stated that we are continuously trying to charge his credit card a ridiculous amount and he advised us to stop.  In our last correspondence with ************** on September 18, 2023, we advised him that we could provide him with the Advantage plan; however, he would need to contact us to do so.  In addition, he was also advised to let us know if he wants the subscription cancelled.  We remain interested in working with ************** and ask that he contact our Corporate Solutions Team should he wish to accept the Advantage plan or cancel his subscription.
  
  We have taken appropriate measures to address *** ***************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  **********
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 09/20/2023

  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:

  The company's behavior has become significantly worse since I first filed this complaint with the Better Business Bureau. Here is what's been happening:
  

  1. The letter that they sent you above is bloated with irrelevant info that has absolutely nothing to do with this matter. This is a tactic used on purpose to make the BBB grow tired of reading it and not bother with it. This is actually a legal tactic used to cause filibusters.

  2. They asked to speak to me through email. I responded to every one of their emails, but they refused to acknowledge receipt of my replies. Instead of replying to my reply to *their* email, they continued sending emails saying "We have not been able to reach you". This is a scheme so that they can claim that I did not reply to them. After multiple replies, they finally acknowledged my communication, but it was only to attack me and claim that the proof I have shown the BBB of their lying and breech of contract does not exist. They made zero effort to honor the deal that I accepted - The non-expiring price of $4.99/month ($6.06 with tax and fees total). 

  3. They have continued trying to extract large, random amounts of money from my bank account at random times. And random amounts. Every single attempt was for a different amount. They can't claim that this was for service, as they were not consistent. These were clearly fraud attempts. And zero of them were honored by my bank, because they detected fraud immediately when they saw this happening. Luckily, I get alerts immediately when fraud is happening, so I was aware of this from the beginning. They are still trying to do this. In fact, there was another attempt made to steal a random amount of money from my account by ********************** XM after they sent this reply to the BBB.

  4. They have cut off my service while still trying to steal random amounts of money from my bank account as I type this. I just received the latest notification of yet another fraud attempt on my bank account from ********************** XM.

  If they refuse to honor their contract with me, and don't apologize for this egregious behavior, I will be forced to take this to the media, as well as file formal fraud reports with the Attorney General of New York.

   

   

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

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

  Business Response

  Date: 09/25/2023

  ********* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* *************************
  
  Hello ****************************** rejection, he stated that our response was bloated with irrelevant info that had nothing to do with the matter; however, we wanted to explain the transactions that occurred after the chat conversation from May 2023, that he provided us.  We do apologize that we missed the response to our email sent on September 11, 2023. We reached out to ************** first by telephone and then followed up with an email to which he responded.  We did not state that we would only correspond with him by email.
  
  In our last correspondence with ************** on September 18, 2023, we advised him that we could provide him with the Advantage plan; however, he would need to contact us to do so.  Again, we are unable to provide him with the subscription he is requesting, as we have no such an offer. If a balance is not paid on an account, the subscription will be deactivated for non-payment and a late fee will be charged.  For unpaid amounts, we reserve the right to retry the payment method.  These terms are covered in the terms of our Customer Agreement.
  
  Upon receipt of *** ****** rejection, we reached out by email again and explained our findings.  We advised him to contact us either way to let us know if he wanted to accept the offer for the discounted Advantage plan or if he would prefer that we cancel this subscription.  On September 21, 2023, a $5.00 late fee was added to the previous balance, leaving an outstanding balance of $24.98 for the service period from August 22, 2023, to September 18, 2023.  We advised ************** that we would clear the owing balance; however, prior to making any changes to his account, we need him to advise us as to whether he wants to accept our offer for the Advantage plan or cancel his current subscription.  We received an email response from **************, stating that we have been directed to send replies directly to the BBB so he can reply on record and inform them that we are lying.  We apologize for any miscommunication that occurred; however, nothing has changed on our position.
  
  We have taken appropriate measures to address *** ***********;concerns.  If youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 09/25/2023

  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:

  Additional info since last time we spoke:
  The company cut off my service at the end of my service period, while telling you (the BBB) that they are charging me for service during that period. They have continued attempting fraudulent transactions against my bank account in varying amounts ever since this date. I have received nearly 2 dozen alerts from my bank that Sirius XM has tried to charge random amounts from $20 to $30 each (different every time), sometimes twice/day. They have attempted to fraudulently charge my account for several hundred dollars since this began. The bank has blocked every one of these attempts, as they are clearly fraudulent. I have alerted Sirius XM since receiving these that these are fraudulent transaction attempts. Their reply was that they have the right to take whatever they want from my bank account. This is clearly a statement of criminal intent. 

  They have offered nothing but to make me pay close to $30/month to continue my normal service, which I signed a non-expiring contract for last to pay $4.99/month. My non-expiring contract allows me to keep my $4.99/month plan exactly as it was for as long as I wish until I choose to cancel it. They are refusing to honor it.

  
  

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

  Customer Answer

  Date: 09/26/2023

  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.

  
  
  Hi,
  
  I already updated with a response earlier today, so I can't add to it. But I'd like to notify you that despite the company's refusal to honor the price they gave me when replying to your letter to them, I was able to simply speak to a chat agent on their website today who understood the situation and restored my service at the correct price of 4.99/month as it was supposed to be. So, the people who replied to your letter get an F on this one, but the chat agent gets an A+. The file can be closed now with this info.
  
  Thank you,
  *************************