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

• 

  SiriusXM Radio

  P.O. Box 78055 Phoenix, AZ 85062

• 

  SiriusXM Radio

  P.O. Box 42934 Mesa, AZ 85274

• 

  SiriusXM Radio

  p o box 78211 phoenix, AZ 85062

• 

  SiriusXM Radio

  1290 Avenue of the Americas, 11th Floor New York, NY 10019

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:08/29/2023

  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 found out that I have been charge for a car radio subscription that never transferred over. When asked for a refund, I was told they would only refund me for a few months and not the years of being charged. The total amount should be $356.58 (21 months at $16.98/month). The truck was added on 11/1/22. The account number is ************. The refund code and number for the $48 is *********** ***********. I called months ago and was told it was resolved but it never was so I followed-up again today on 8/28/2023.

  Business Response

  Date: 09/07/2023

  ********* ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* *********************
  
  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 *** ******* account, it was found that his complaint regarding being charged for a subscription on a vehicle he no longer owns resulted from the automatic renewal of his subscription.  Per the terms and conditions in the Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel.  We were unable to locate any cancellation requests prior to August 2023.
  
  On May 26, 2021, on account ending in ****, a 3-month complimentary trial subscription was activated for *** ******* 2021 **** F-150.  On August 9, 2021, *************** purchased a promotional rate subscription at $4.99 per month for 12 months to begin on August 26, 2021, at the end of his trial.  An email was sent confirming this transaction.  On this date, his account was consolidated with his previous account ending in **** with active subscriptions on a 2011 **** ******** and a 2020 ****** Armada. An email was sent confirming this transaction, which also showed the Radio IDs for the three active subscriptions. These three subscriptions automatically renewed per our terms and conditions.  On August 29, 2023, at his request, the subscription was cancelled on the 2011 ****, and a refund of $48.11 was issued, 
  
  A member of our Corporate Solutions team spoke with **************** regarding his concerns. **************** indicated that he owned a 2011 **** ******** and traded this vehicle in for a 2021 **** F-150.  The 2021 **** F-150 was activated on a trial subscription on a separate account.  **************** stated that he requested the cancellation of the 2011 ****; however, we show no documentation for a cancellation request prior to August 29, 2023.  We offered him an additional $229.73, which he accepted. We placed the credit on the account, which was used towards a 6-month subscription on his 2021 **** and 2020 ******. Should **************** have further questions or concerns, we ask that he contact us utilizing our contact information below.
  
  We have taken appropriate measures to address *** ****************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  **********
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **
  

• Initial Complaint

  Date:08/18/2023

  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.

  During a nearly 3-hour service chat riddled with misleading information, I was quoted pricing information by a company representative. After confirming the rate multiple times, I authorized the rep to make account changes based on the rate I was quoted. These changes involved cancelling the current plan and starting a new one with different options. After the current plan was cancelled, I was asked to authorize the new plan at a rate 75% higher than what had been quoted and confirmed multiple times. The representative cited "latency issues" as the cause of the rate increase. I was transferred by request to a supervisor who said the earlier rep was "confused" and had "misinterpreted" the rate information. I asked him twice to honor the rate I had been quoted since the changes I authorized based on that quote had already begun. He refused saying the computer system did not permit price changes. Since the service plan is a needed service, I agreed to the higher rate, despite this being what seems a basic case of bait-and-switch. The dollar value involved is low, but the bait-and-switch tactics and the lengthy, cumbersome and obfuscated process of making account changes are needlessly frustrating at best and unethical at worst. Clearly, they are designed to prevent people from making any changes that will reduce the billable amount. I spent nearly 3 hours on a chat to make a simple change that should have been easy and taken only minutes. Instead, their scripts and practices are designed to deceive either outright or by omission. Most people I know would have struggled to navigate what I went through today and not been taken advantage of. I do not even want to imagine my 80+-year-old parent trying to deal with this.

  Business Response

  Date: 08/25/2023

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* ***************************
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the complaint of ****************************  We regret that her recent experience led to a complaint with your agency. After researching ******************* account, it was found that her complaint was regarding a miscommunication during a chat conversation between the agent and ***************** regarding the cost of traffic services on her two vehicles.
  
  On February 1, 2023, the 1-year audio and traffic subscriptions to the 2016 **** ******** automatically renewed per our terms and conditions,charging the credit card on file $252.77. On June 1, 2023, the 6-month audio subscription to the 2019 ****** Outback automatically renewed, charging the credit card on file $147.45.  On August 18, 2023, ***************** contacted us to change the service on her radios to traffic services only.  She inquired about the price difference between the traffic service alone and the traffic with audio services.  She was provided a price of $268.30 for 12 months of audio and traffic on the **** and $245.27 for the ******. Upon deciding that she only wanted traffic services on both vehicles, she was advised that the cost for 6 months of service would be $14.65 for each vehicle.  Upon canceling the services, a credit of $115.66 was left remaining for unused time to the **** and $84.61 for unused time to the ******.  On August 22,2023, a refund totaling $200.27 was issued to the credit card on file.  Upon reactivating the traffic service on the ****, she was advised that the cost of 6 months would be $25.52. ***************** inquired about the difference in cost as she was previously advised it would be $14.65 per vehicle.  When the agent could not provide an answer nor honor the first price provided, she requested to speak with a manager.  Upon speaking with the manager, she was again advised that the cost of the traffic service for 6 months would be $25.52 for each radio. ***************** discontentedly accepted this offer for the **** only as her husband needed this service.  *********** to the **** was reactivated on a 6-month traffic subscription and the $25.52 was charged to the credit card on file.
  
   A member of our Corporate Solutions Team reached out to ***************** to further discuss her complaint.  We provided ***************** with a service credit of $25.52 to be used toward future service. We apologize for any frustration this issue may have caused ******************  The chat agent that she was dealing with on August 18, 2023, will receive further training. Should ***************** have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  We have taken appropriate measures to address **** ****************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 09/06/2023

  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:

  Good morning I received an email indicating that my complaint has been closed and to contact this address to explain why I consider the issue unresolved.
  
   
  
  I consider Sirius XM/s response to this issue to be unsatisfactory to the core issues I raised. The company offered a 6-month subscription credit to my account which does address the financial impact of their actions on me for a limited time.  However, the core of my complaint is about the deceptive and unethical business practices which led to the bait-and-switch situation that triggered my complaint.  These practices are designed to make understanding pricing and changing plans as difficult, time-consuming and frustrating as possible for consumers and ultimately trick them into paying more than expected for services, despite reasonable attempts to clarify information with company representatives.
  
   
  
  When I asked the Sirius XM complaint resolution representative what was being done to address these overarching concerns, she responded that the complaint had been routed to the ** office and neither they (the complaint department) nor I would receive any further information about next steps.  
  
   
  
  Thus, I remain unsatisfied with this response because the company has effectively avoided any further accountability measures for addressing the underlying reasons and cause for my complaint.
  
   
  
  *************************** 

   

   

   

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

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

  Business Response

  Date: 09/13/2023

  ********* *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* ***************************
  
  Hello Mediator,
  
  We are in receipt of ******************* rejection concerning her **************** experience and pricing.
  
  On February 1, 2023, ***************** was charged $51.04 for the ******* portion of her annual subscription to Radio ID ending in *****  On August 18, 2023, when the subscription was cancelled on this radio, a credit balance of $23.36 was left remaining and refunded.  The cost of 6 months of ******* services is $25.52, and again, we apologize for the miscommunication due to latency with the chat; there should have been more clarity surrounding the prices provided.  ***************** was not overcharged, and the agent she interacted with in August has been retrained.  ***************** was given a service credit for the $25.52, which she was charged for the 6 months of ******* service.  This amount will be used toward the next renewal date of February 18, 2024.  As no further actions are to be taken, we consider this complaint closed.
  
  We have taken appropriate measures to address **** ****************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:08/18/2023

  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.

  I was double billed for this month in the amount of $18.16. I called your **************** and was told that I was charged "per vehicle". I have had Sirius XM for at least ten years or more going all the way back to my time living in ******** and, during that time I've had multiple vehicles on my plan, and have NEVER been charged "per vehicle".I had another billing problem a month or so ago because I was being billed separately between my three vehicles, and spoke with **************** who quoted $9.08 per month after my accounts were consolidated.

  Business Response

  Date: 08/25/2023

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** *******************************************
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the ********* of ******************************  We regret that his recent experience led to a ********* with your agency. We have investigated ************* ********* regarding being double charged $18.16, and after reviewing his account ending in ****, we have been unable to determine where he believes he was double charged.  ********************* currently has three (3) active subscriptions on his ********** on a yearly term and two on a monthly term.  A separate satellite radio subscription is required for each receiver. 
  
  On December 19, 2022, ********************** purchased a 12-month $99.00 (plus fees and taxes) promotional rate subscription for his 2013 Jaguar XF on account ending in ****.  On April 18,2022, on an account ending in ****, he purchased a monthly advantage plan for his 2019 Jaguar XE in lieu of cancellation. On June 5, 2023, via our ********************** ********************** purchased a monthly Advantage plan for his 2017 Jeep Patriot.  On June 28, 2023, his two accounts were consolidated, and the subscription on the Jeep Patriot was changed to a promotional rate subscription at $6.99 (plus fees and taxes) per month for the first 12 months, leaving a credit balance of $10.39 for the unused time from the previous subscription.  On July 18, 2023,the monthly subscriptions on his 2019 Jaguar and 2017 Jeep were renewed for $9.08 per receiver, and after the $10.39 credit was used, the credit card on file was charged the remaining $7.77 balance. Upon the August 18, 2023, renewal of these two subscriptions, his credit card charged $18.16.
  
  A member of our Corporate Solutions Team reached out to ********************* to further discuss his concerns. We reviewed the transactions on his account and explained our automatic renewal policy.  We explained that each receiver is required to have their own subscription. Should ********************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  We have taken appropriate measures to address Mr. ********************************* youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  **********
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:08/16/2023

  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.

  For months we have not been able to get the satellite connection needed, when customer serviced was told the were like oh satellite must be floating around. I decided to cancel because we can not get service, I am 80 years old and I have called many times and can not get this resolved, I wish to have this canceled and not more charges taken against my CC. This came with a car we purchased, we have paid on time with no problems for many years, we just want to cancel and be done with this company.

  Business Response

  Date: 08/24/2023

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ************************************
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the complaint of ****************************  We regret that her recent experience led to a complaint with your agency. After review, *** ********* complaint is a request for cancellation as she had been unable to get the service working in her vehicle.
  
  A member of our Corporate Solutions Team reached out to ******************* and after several phone calls and emails, we were unsuccessful in reaching her. As requested, we closed the active subscription that was on her account and requested a refund of $50.95 which was issued on August 23, 2023,to the credit card on file.  We remain interested in speaking with ********************, if she would like to do some troubleshooting steps to see if we can resolve her equipment concerns.  As there is no further action to be taken at this time, we have closed the complaint as resolved.
  
  We have taken appropriate measures to address *** ******************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  **********
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **
  

  Customer Answer

  Date: 08/24/2023

  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:

  We would like to wait until the 17th of September to make sure no more charges go through, they have told us this account was cancelled several times and it was not, ***** even paid $15 to get a certified letter saying she was cancelled, but yet another way of being ripped off.  ***** did not speak to anyone because of the way the first and second person addressed her.  They were not nice, demanding to know what she told the BBB, they should of known if they were the people calling.  Also she does not wish to contact the tech department anymore, she has done that several times, she is 80 and it is to difficult every time you get in the car you have to reset it.  She also got tired of being told too bad the satellite must be moving around. The entire situation and how she was treated was horrible, just horrible.  We asked for 3 months credit, that would of been $150 so please don't say you did everything we  asked.
  

   

   

   

   

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

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

  Business Response

  Date: 08/30/2023

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* ***************************
  
  Hello Mediator,
  
  We are in receipt of *** ********* rejection concerning her cancelation experience.  ******************** stated in her rejection that she would like to wait until the 17th of September before closing this complaint.  We understand she wants to wait to make sure no further charges go through; however, we must respond to the Better Business Bureau within ten (day) days of receiving the rejection.
  
  In regard to the loss of service to her vehicle, signal loss can occur for several reasons, from the technology in the vehicle or factors in its local environment to the cancellation of the associated subscription or deactivation due to non-payment.  *** ********* subscription remained active during the signal loss she noted in her complaint.  On August 21, 2023, we canceled the 3-month subscription associated with her 2016 ****** Outback, and an email was sent to ******************** confirming this transaction, including cancelation confirmation number ***********.  On August 23, 2023, a refund of $50.95 was issued to the credit card on file for the payment made on July 6, 2023, for the service period from July 6, 2023, to November 6, 2023.  As we have yet to be successful in speaking with ********************, we would like to advise her that we have requested an additional refund of $50.95 for the payment that was made on April 6, 2023, for the service period from April 6, 2023, to July 6, 2023.  Unfortunately, we have no way of knowing that her device is not receiving our signal unless the subscriber informs us. We have refunded six months of service, and no further refunds will be issued.  We apologize if ******************** was left with a negative impression of our cancellation process, as that is not our intended outcome.
  
  We have taken appropriate measures to address *** ******************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:08/15/2023

  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.

  I purchased a SiriusXM subscription plan for $33.78 on 12/8/2022, for the duration of that date through the 6/8/2023.On 6/8/2023, I contacted SiriusXM through their chat serviced to cancel my subscription. I asked the chat agent several times to cancel my subscription before becoming frustrated with their intentional ignorance of my requests to cancel my subscription.I continued to receive billing notices as I removed my payment method as to avoid auto-renewal after having no luck cancelling, eventually totalling to $53.76 (2-months@full-increased-rate).On 7/26/2023, I contacted SiriusXM through their chat serviced to cancel my subscription. I spent over an hour on the chat service from 12:08PM to 1:22PM Eastern FORMALLY cancelling my service. I was told that I owe $46.13 for those 2-months prorated. I cancelled as of 6/8, whether SiriusXM representative wanted to acknowledge that (transcript was provided of 6/8 conversation) and I would not pay any such outstanding balance. I made a reasonable attempts to cancel service on 6/8/20238.SiriusXM refuses to acknowledge the 6/8/2023 cancellation attempt and continued to bill me.My desired outcome is for SiriusXM to expunge said $46.13 outstanding balance that they consider that I owe them and never contact me again. I have uploaded a receipt for my service that I reasonably attempted to cancel on 6/5/2023, before my renewal date on 6/9/2023. I have included transcripts of my chat conversations with SiriusXM service on 6/8/2023 and 7/26/2023.

  Business Response

  Date: 08/23/2023

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********************************
  
  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 review, it was found that ************** complaint was regarding invoices he received after requesting cancellation of his subscription and his overall cancellation experience.  ************* subscription was canceled on July 26, 2023, per his request via our chat option, confirmation number ************
  
  On December 8, 2022, ************** purchased a 6-month promotional rate subscription for his Radio ID ending in *****  On **** 8, 2023, at the end of the promotional rate term, ************** subscription automatically renewed to a full-priced package, which bills on a monthly term. An invoice was sent for the $26.88 balance.  On July 8, 2023, his subscription was again renewed, and an invoice was sent for the $53.76 balance for **** and July.  On July 20, 2023, when payment was not received, the subscription went inactive, leaving an outstanding balance of $43.98, which included a $5.00 late fee. On July 26, 2023, we processed ************** request to cancel his subscription,leaving a balance of $46.13.
  
  A member of our Corporate Solutions Team reached out to ************** to discuss his complaint and address his concerns.  We confirmed that his subscription was canceled and informed him that we cleared the outstanding balance.  We reviewed the chat from **** 8, 2023, where ************** contacted us requesting to cancel. When the agent asked ************** to provide his full name, address, and phone number, he replied No, go away, I canceled.  The chat went idle, and no further actions were taken on the account at that time.   We apologize if ************** was left with a negative impression of our cancelation process, as that is not our intended outcome.  Should ************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  We have taken appropriate measures to address *** **************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  **********
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **
  

  Customer Answer

  Date: 08/24/2023

  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, but I do take exception to their final, misleading statement.

  Though the complaint is resolved the business' response contains misleading information by taking two lines out of context for a lengthy conversation, trying to make me out to be the uncooperative party.

  It should be noted that cancellation of the SiriusXM service is INTENTIONALLY long and arduous, which should be greatly improved moving forward. It took me over an hour to finally cancel via SiriusXM chat. I stated many times that I wanted to cancel, which were ignored and strung along to find a different plan. Every other streaming subscription service has a self-service cancellation option for which I've had no issue like this. The case respondent was also someone that I have never dealt with at SiriusXM.
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/06/2023

  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.

  My XM Radio subscription for account: ************ and Radio ID/ESN: ************ is set to expire on 8/8. I went online to cancel my subscription and ran into too many issues. The automated system said there was an issue and I needed to call XM Radio or Chat. I called, and was advised the call center was closed. I then attempted to chat and chat was offline despite the published start time being 8am and it's now 8:30 Sirius has been understaffed for some time and when you combine that with their outsourced service, it's never fun calling. I like speaking with people I understand and people that understand me, that is rarely the case with these people.I think the system works, but forcing you to talk or chat gives XM Radio another chance to retain your subscription. Cancellation should always be easy. One click to cancel and another to confirm. I'm now 30 minutes into a process that should have been easy. This is my notice to XM radio. My subscription should be closed on 8/8.

  Business Response

  Date: 08/15/2023

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ************************************
  
  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 *** ******** account, it was found that his complaint is in regard to our cancellation process. Per the terms and conditions in our Customer Agreement, in order to cancel a subscription, the customer has the option of contacting us via telephone or online 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.
  
  A member of our Corporate Solutions Team reached out to ****************** via telephone and email to further discuss his concerns; however, we received an email response from ******************, who was not interested in speaking with us and requested that we no longer contact him. ****************** advised us that there would be no need for exchanges if the web portal allowed him to cancel his subscription.  We thank ****************** for his feedback, as it allows us an opportunity to review our process for improvement.  *** ******** subscription was canceled on August 9, 2023, at the end of his term, with cancellation confirmation number ************  We have updated his contact preferences to Do Not Contact.  While we make every effort to remove his information from our systems as soon as possible, it can take up to 5 business days for phone calls, 10 business days for email, and up to ****************************************** all our systems.  Should ****************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  We have taken appropriate measures to address *** ******************************* youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
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• Initial Complaint

  Date:07/31/2023

  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.

  SiriusXM forces people through a time consuming process to cancel your subscription. First, you have to log into the site, then go to "Manage Subscriptions", then find the link for Cancel Subscriptions, then tell why you want to cancel, then you are taken to a page with a set of subscription options to choose (not cancel) and a button to keep your subscription. Under the button is a link "No thanks, chat with an agent to cancel". I clicked on the chat link. The chat lasted nearly 20 minutes and I had to ask to cancel 4 times in the chat. I have a copy of the chat. I also have a screen shot of the page with the chat link. If you try to print the page from the browser, a completely different page without the chat link is shown. No one should have to go through all that just to cancel a subscription. This was an improvement as it used to require you to call them during their business hours. The *** is suing Amazon over similar practices. No subscription service should force their users to go through such time consuming processes to cancel. Any other site, it's a couple of links and a minute or two. This process took 30 minutes to complete.

  Business Response

  Date: 08/11/2023

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  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 ****************** account, it was found that his complaint is in regard to his overall cancellation experience.  Per the terms and conditions in our Customer Agreement, in order to cancel a subscription, the customer has the option of contacting us 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.
  
  A member of our Corporate Solutions Team reached out to **************** via email and telephone and email to discuss his concerns; however, to date, we have yet to be successful in speaking with him. We would like to advise him that during the cancellation process, specialists *** present customers with special offers inviting them to remain a SiriusXM subscriber.  We apologize if **************** was left with a negative impression of our cancelation experience and certainly appreciate his feedback.  Should **************** have any additional questions or concerns, we ask that he contact us utilizing the contact information below.
  
  We have taken appropriate measures to address *** ****************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
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• Initial Complaint

  Date:07/24/2023

  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 have been without Radio Service seven days. A new Radio was just installed today. When I received my car the SiriusXM was not working and I was told to call and subscribe.My new radio ID is ********* My credit card is on file and I was all ready charged and I paid for this month.Credit for the days without service

  Business Response

  Date: 08/04/2023

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  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the complaint of ******************************  We regret that her recent experience led to a complaint with your agency. After researching **** *********** account, it was found that her complaint is in regard to not receiving service after her radio was replaced in her vehicle by the dealership.
  
  A member of our Corporate Solutions Team reached out to ************************ to further discuss her complaint and upon asking her to verify her contact information that we have on file, she declined stating to cancel service and refund her any owing amount and disconnected the call.  As requested, we canceled the subscriptions on the radio id ending in TD8M and the radio id ending in ****.  A second Better Business Bureau complaint was filed by ************************ (complaint id: ********* and both radios were reactivated.  Should ************************* have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  We have taken appropriate measures to address **** ********************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
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  Sincerely,
  
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• Initial Complaint

  Date:07/20/2023

  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.

  Call them on the phone to cancel Sirius Radio in the fall in October because I dont drive the convertible in ********* winter. Twice now, I find out its not cancelled and they continued to charge my credit card. When I made the calls they always tell me " theres no proof of my making a call to cancel". Thats a lie. It is a scam imo. Anotger way to make money. When I ordered Sirius Radio I was told they would charge $6 per month. I see on my credit card there is a $26 charge! I tried to cancel via chat. I screen shot my asking them to cancel. They're not helpful. They want way too much info from me telling me they cannot cancel being unauthorized. If they aren't authorized why would I give them more than name, phone, address ?They're asking me for my acct. Info which I have no idea of those numbers anyhow. I told them several times to just cancel it. They will not. I told them I'm reporting them to tge BBB and also to my credit card to deny payment.Please cancel this acct. FOREVER. And take note of their bad business and immoral business practices. If what theyre doing is illegal, I will sign whatever is needed. Thank you, *************************

  Business Response

  Date: 07/28/2023

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  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the complaint of **************************  We regret that her recent experience led to a complaint with your agency. After researching, it was found that *** ******* complaint resulted from the automatic renewal of her subscription per the terms and conditions in the Customer Agreement in combination with *** ******* call terminating prior to the agent being able to process her cancellation request.
  
  On May 29, 2022, **************** purchased a promotional rate subscription for her 2012 Chrysler 200 at $4.99 per month for the first 12 months.  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 May 29, 2022.  The promotional rate subscription continued to automatically renew on a monthly term, charging the credit card on file up to and including May 1, 2023.  On June 1,2023, at the end of the promotional rate term, her subscription was automatically renewed at our then-current rate, charging the credit card on file $24.32 on this date and again on the July 1, 2023, renewal. We show no documentation for a cancellation request on her account until March 7, 2023, but it appears that the call was terminated prior to the agent being able to process the cancellation request, causing the subscription to remain active.
  
  A member of our Corporate Solutions Team reached out to **************** to further discuss her concerns.  *************** stated that she contacted us in October or November to cancel the subscription on her vehicle as it is a convertible and is not used in the winter months.  We show no documentation for a cancellation request until March 7, 2023. Upon review of the call from that date, it was determined that the call terminated before the agent could process the cancellation request, causing the subscription to remain active.  We canceled the subscription to her Chrysler,leaving a credit balance of $8.63 for unused time, and as a gesture of goodwill,we provided an additional credit of $84.74. On July 25, 2023, a refund of $93.37 for the charges that occurred from October 2022 was issued to the credit card on file.  Should **************** have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  We have taken appropriate measures to address *** ****************************** youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
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• Initial Complaint

  Date:07/15/2023

  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.

  The carrier advertised on television and radio an offer which was $5 per month for 24 months. This offer was good until 11:59 on July 6, 2023. When you visit their website, there is no such offer. I was offered the plan via chat but after a few minutes of checking with their supervisor, that offer was no longer available. It is false advertising. I tried contacting the company to get a resolution and to date have not been successful. Poor advertising tactics and poor customer service.

  Business Response

  Date: 07/25/2023

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  Hello Mediator,
  
  Thank you for contacting SiriusXM regarding the complaint of ***************************  We regret that her recent experience led to a complaint with your agency. After researching *** ********** account, it was found that her complaint relates to a promotional rate offer for a Music & Entertainment package at $5.00 per month for the first 24 months.
  
  A member of our Corporate Solutions Team reached out to *** ********* by phone and email to further discuss her concerns in the complaint she filed with your office.  However, to date, we have yet to be successful in speaking with her. We remain interested in speaking with *** ********* and ask that she contact us utilizing the information below.
  
  We have taken appropriate measures to address *** ********************************* youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
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  Sincerely,
  
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