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 78213 phoenix, AZ 85062

• 

  SiriusXM Radio

  P.O. Box 78211 Phoenix, AZ 85062

• 

  Sirius XM Radio

  48819 Kato Rd Fremont, CA 94539-8070

• 

  Sirius XM Radio, Inc.

  11 Monroe Ave NW Grand Rapids, MI 49503-2662

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:04/05/2023

  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.

  On 4/5/2023 I contacted SiriusXM, at first via chat. Where I asked for my Credit Card to be removed from my account, because of it being lost or possibly stolen. He advised he could not do that, without having another card on file. I let him know I have it this way in the past, and I’d rather have no card tied to my account anyway. He kept refusing, and I asked him to transfer me to a supervisor. He refused that as well. I said to him maybe I should just cancel my subscription and file a formal complaint. At that time he disconnected from chat, and would not speak anymore to me. So at that time I called and spoke to another representative, I explained the entire situation and she was able to do what I asked, and removed the credit card. I thought the situation was handled. However, about 20 minutes later I received an email that my subscription had been cancelled on both my vehicles I have tried to get it remedied through with no success. They advised I would get a refund for unused service but, I do not have any confirmation of that.

  Business Response

  Date: 04/14/2023

  ***** *** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* **** ******
  
  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, it was found that Mr.
  Morton’s complaint was in regard to his credit information being retained on
  file. 
  
  Per the terms and
  conditions of the discounted promotional rate 6-month subscription he purchased
  on February 26, 2023 (Radio Id ending in (****, 2017 Mitsubishi Outlander), his
  credit card information must remain on file for the term of the promotional
  rate subscription.  On April 5, 2023, he
  contacted us by Chat requesting to have his credit card removed off file as the
  card was lost or stolen.  The agent
  advised him that he was unable to remove the card, however, he could update his
  account with a different card.  *** ****** refused stating that in the past he was on invoice payment and requested
  to speak with a supervisor.  The agent
  advised him that a supervisor would not be able to remove the card either.  *** ****** then stated that maybe he should
  just cancel and at that time the Chat disconnected.  *** ****** then reached out by phone to our
  Customer Service department and upon review of the call, *** ****** stated that
  he wanted to cancel his account as the previous agent he spoke with would not
  remove his credit card off file and disconnected that chat.  He stated that his card was lost and stolen
  and does not have another one to put on the account right now.  The agent stated that she could go ahead and
  cancel the service, but if he wanted, he could update his account with a new
  card once he receives one.  *** ******
  stated that he will not be putting another card on file and again requested to
  cancel.  As the subscription was
  cancelled, the agent was then able to remove the credit card off file.  Due to the credit card being removed off the
  account, the $36.95 refund for unused time was issued on April 7, 2023, by
  check number **********
  
  A member of our
  Corporate Solutions Team spoke with *** ****** and apologized for any frustrations
  he experienced.  We informed him that we
  the Chat he had on April 5, 2023, will be reviewed internally and the agent will
  receive further training.  We confirmed
  with him that the $36.95 refund will be issued by check and advised him that it
  can take 7-10 business days to process. 
  Should *** ****** have any additional questions or concerns, we ask that
  he contact us utilizing our information below.
  
  We have taken appropriate measures to address
  Mr. Morton’s concerns.  If you’d like to contact us regarding
  this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****

   

  Sincerely,

   

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

• Initial Complaint

  Date:04/03/2023

  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.

  Called to renew my contract for my 2018 Honda. I agreed to a 1 year subscription of $5.99 plus fees and taxes and was charged for a year at $87.67 to my discover credit card. They took the money from my credit card and are still charging me a monthly fee. Spent over an hour on the phone with customer service and billing and no one can resolve the issue and i am told that while i paid for a year up front they are still going to charge me monthly (being charged double). I want a refund for the $87.67 that no one is able to get me by speaking with multiple departments and managers. I have been a customer with them since 2014 and the service and experience i have received over the last month is atrocious.

  Business Response

  Date: 04/10/2023

  ***** *** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* *** *******
  
  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, it was found that her complaint is in regard to the
  subscription renewal rates that were communicated to her when she purchased a
  12-month subscription for her 2018 Honda Accord.
  
  On April 5, 2022, *** ******* purchased a 12-month promotional
  rate subscription for her 2018 Honda Accord. 
  On March 21, 2023, she contacted us prior to her renewal date and she
  was offered the same promo; which she accepted. 
  The agent then restarted the subscription, leaving a balance of $82.20.  However, due to an agent error, a monthly promotional
  rate subscription was added as well and *** ******* was charged a total of
  $87.67.  On April 4, 2023, a Platinum Monthly
  promotional rate subscription was activated on her 2023 Lexus and her credit
  card was charged a prorated amount of $1.92 for the service period from April
  3, 2023, to April 12, 2023, to align with her billing date.  On this date, she contacted us back as she
  was charged for a year and then for a monthly. 
  The agent placed a service credit of $108.28 on her account and provided
  her with a 12-month Advantage plan on her 2018 Honda.
  
  A member of our Corporate Solutions Team spoke with *** *******
  and apologized for any frustrations this issue may have caused.  We confirmed that her 2018 Honda is on an annual
  plan, which was where the $87.67 charge accrued from as the Music & Entertainment
  annual promotional rate subscription, she purchased totaled $82.20.  We provided her with a $20.00 service credit
  and changed the monthly subscription on her 2023 Lexus to a promotional rate 12-month
  for $60.00 promotional rate subscription and her credit card was charged for
  the $55.93 difference.  We confirmed that
  each of her four subscriptions are currently on annual billing.  Should *** ******* have any additional
  questions or concerns, we ask that she contact us utilizing our information
  below.
  
  We have taken appropriate measures to address Ms. Kopecky’s concerns.  If you’d like to contact us regarding
  this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **
  

• Initial Complaint

  Date:04/02/2023

  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.

  It is virtually impossible to cancel a subscription with SiriusXM. I should be able to cancel my subscription on line but when you click on the link, it just takes you in a circle. This is a questionable business practice and should be stopped. SiriusXM is purposefully making it difficult to stop a subscription.

  Business Response

  Date: 04/07/2023

  ***** ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* *****************
  
  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 review, ************** complaint is a request for cancellation of his subscription.    
  
  On April 3, 2023, we cancelled the active subscription that was on his account and requested a refund of $29.12 for unused time paid in advance that was issued on April 5, 2023, to credit card ending in ****.  Should ************ have any additional questions or concerns, we ask that he contact us utilizing our 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: 04/08/2023

  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:03/29/2023

  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.

  My account information has been hacked into and I have called to find out why I continue getting emails from xM with cars I never owned and my account is not safe with them

  Business Response

  Date: 04/06/2023

  ***** ** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* ******* ******
  
  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, it was found
  that his complaint is in regard to being contacted by email regarding vehicles
  that he never owned.
  
  A member of our Corporate Solutions team reached out to *** ******
  to discuss his concerns.  *** ******
  stated that he has been receiving emails for over a year and the last one he received
  was in November 2022.  We apologized for
  any inconvenience he may have experienced. 
  It appears that *** ******s’ email address is linked to another account on
  the back end.  We advised him that we
  will have his email disassociated with any other accounts.  We explained that this may take a bit of time
  and we will reach back out to him once we get confirmation that it has been
  completed.   Should *** ****** have
  any additional questions or concerns, we ask that he contact us utilizing our
  contact information below.
  
  We have taken appropriate measures to address Mr. Webber’s concerns.  If you’d like to contact us regarding
  this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a promotional service with SiriusXM radio. The service lapsed and after some time I realized I wanted the service back. After the promotional service ended and I had no service, I called the company requesting their minimum service provided, $4.99/month. Now I am being billed $27.91/month. I have spent over an hour with their customer service rep and they state that it is my error that I am being billed for their premium service. I have know email record for enrolling in their premium service. We do online billing for our household bills so my error was it took me a few months to realize that we were being billed so much. I am asking the BBB team to look into SiriusXM promotion and billing procedures to ensure that this does not happen to future potential customers. Also, they need to send emails to customers ensuring they understand subscription changes. It is sad that a company can still get away with unethical practices. I am asking for a refund of their premium services that I verbally did not request over the phone.
  
  Thanks,

  Business Response

  Date: 04/04/2023

  ***** ** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* **** ******
  
  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, it was found that *** *******s complaint is
  regarding the automatic renewal of promotional rate subscriptions to the rates
  in effect at the time of each renewal.
  
  On November 4, 2022, via our
  Online Account Center, *** ****** purchased a SiriusXM Platinum 3-month
  promotional rate subscription for $2.00 plus fees and taxes. 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 *** *******s purchase, including the automatic
  renewal information, was sent to him on November 4, 2022.  On February 4, 2023, at the end of the promotional
  rate term, his promotional rate package automatically renewed to a full prices
  package which bills on a monthly term, changing the credit card on file $27.91
  on this date and again upon the March 4, 2023, renewal date.  On March 28, 2023, after a conversation with
  Customer Care, he accepted a Music Showcase promotional rate subscription at
  $4.99, plus fees and taxes, monthly for the first 12-months.  A confirmation email containing the details of Mr.
  Miller’s purchase, including the automatic renewal information, was sent to him
  on this date.
  
  A member of our Corporate Solutions Team reached
  out to *** ****** to further discuss his complaint.  We confirmed that his subscription is
  currently on a Music Showcase promotional rate subscription and as a onetime
  courtesy, we placed a service credit of $49.76 for the two monthly charges of
  $27.91 that will be used towards future renewals.  Should *** ****** have any additional
  questions or concerns, we ask that he contact us utilizing our information below.
  
  We have taken appropriate measures to
  address *** ******’s concerns.  If you’d like to contact us regarding
  this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 04/05/2023

  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:
  

  
  

  [Although I accept the resolution, the companies statement is not correct. After the promotional period, my I no longer had service for over a week. As I live in a rural area I realized I do like the service for where I live. I then called the company and requested the basic service. The company is stating that I had continued service throughout the promotional period up until the time the service increased in price. That is simply not the case. I would like to be done with this complaint as I have spent several hours based on the principle of the matter and not the dollar amount of what was billed. The company needs to ensure proper billing is occurring.]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 04/05/2023

  ***** ** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* **** ******
  
  Hello
  Mediator,
  
  We are in receipt of *** *******s rejection
  to the response we sent over on April 4, 2023. 
  He has indicated in his response that the complaint remains unresolved as
  he claims our statements are not correct.
  
  *** ****** stated in his rejection
  that after the promotional period, he had no service for a week and then he
  called to request basic service.
  
  As we stated in our previous
  response, *** ****** purchased a Platinum 3-month promotional rate subscription
  himself, via our Online Account Service.  A confirmation email
  containing the details of *** *******s purchase, including the automatic
  renewal information, was sent to him on November 4, 2022 (please see attached).  After the promotional rate term ended, his subscription
  automatically renewed to a full priced package, per the terms and conditions in
  our Customer Agreement.  Unfortunately,
  we have no way of knowing that a device is not receiving our signal, unless we
  are informed by the subscriber.  On March
  28, 2023, *** ****** was provided with a Music Showcase promotional rate subscription
  and a service credit was provided for the two $27.91 charges that occurred after
  his promo renewed.  As there are no further
  actions to be taken on his account, we consider this complaint closed.   
  
  We have taken appropriate
  measures to address *** *******s concerns.
   If you’d like to contact us regarding this matter, please use the
  information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  
  

  YES, this quote from the company is the very reason we are here. "Unfortunately, we have no way of knowing that a device is not receiving our signal, unless we are informed by the subscriber." They make this statement but boldly insinuate that the fault is on the customer. It would be nice for a company to admit they don't have proper check and balances in place to know if a device is receiving service verses accusing the customer of not adhering to some service contract. 

   

  I have reviewed the response made by the business in reference to complaint ID ********. 
  
  
  
  Sincerely,
  
  
  
  **** ******
  
  
  
  
  
  
  
   
  
  

  
  

• Initial Complaint

  Date:03/27/2023

  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.

  Siriusxm has fraudulently billed me $298.43 ($36.36 Oct 2021 and 23.84 monthly since April 2022). They have used an old debit card number and claim act was set up online. I contacted them last April and they said they corrected the issue but failed to mention they were also billing my old debit card. Tried calling their customer service and was told a supervisor would call me back. I called them today and the manager said to file through my bank and he claimed this was set up with my correct billing address months before i even had that address. This is a huge issue with Siriusxm and consumers. I would like a full refund. Thank You

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:
    I received a call from Siriusxm advising that after review if the issue, they were refunding my account. Thank you
  
  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:03/16/2023

  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 had bought a car and without warning they had gotten my car's information my phone number and my email address my house number and proceeded to Spam me I've had to learn for less than a 2 week And somehow they managed to just get all my information through my car without permission I'm so creeped out I didn't know this was even a thing I never entered my email or any of that in so how the h*** does it hit my Vin my phone number my address my email and when I tried to call to get them to stop it took 4 phone calls and they're still emailing me and they're still crossing me about paying for a service that I never even asked for They finally said they canceled my thing today but I am so shaken up that I had so much of my information if I had known this was a thing I would never got this car if I had any idea that they could literally spy on me like this

  Business Response

  Date: 03/24/2023

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ********************************************************************************
  
  *** *** ********* ** ********* *******************************
  
  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 researching, it was found that her complaint regarding a recent trial subscription being activated with her information for a vehicle she recently purchased resulted from the dealership providing the information to SiriusXM to set up the free trial.  The trial subscription has been cancelled and the related account closed.  In addition,we have placed *** ******* information on our Do Not Contact lists for marketing purposes.
  
  We have updated our records to no longer contact *****************  We would like to advise her that while we will make every effort to remove her information from our lists as soon as possible, it can take up to 5 business days for phone calls, 10 business days for email and 30 days for mail requests to completely update all of our systems.  During that time,it is possible that she may receive a few more mailings due to campaigns still in progress.  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.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  Sincerely,
  
  *********************************
  ****** ** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife subscribed to SIRIUSXM at a monthly rate of $7.27/month. While reviewing our credit card statement online, I noticed that SIRIUSXM increased their monthly charge to $21.84 in February and March: a 200% increase WITHOUT informing my wife. My wife called SIRIUSXM about this issue and customer service agreed to refund the difference - verbally. I want this situation documented. Having reviewed complaints regarding SIRIUS XM, I noted that this is NOT an isolated incident.

  Business Response

  Date: 03/17/2023

  ***** *** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* ****** ********
  
  Hello
  Mediator,
  
  Thank you for contacting SiriusXM on ****** ********’ behalf.  We regret that his
  recent experience led to a complaint with your agency.  After researching, it was found that *** ********’ complaint is regarding the automatic renewal of promotional rate
  subscriptions to the rates in effect at each time of the renewal.  *** ********* wife has been a subscriber
  since 2020 and had been advised that promotional rate subscriptions are
  intended for one-time use and as a courtesy, she has been extended several
  promotional rate subscriptions.
  
  On February 4, 2022, **** ******* contacted
  us as the Platinum 12-month promotional rate subscription she purchased on February
  5, 2021, was about to renew at our then current rate.  At this time, she was offered a Music &
  Entertainment monthly promotional rate subscription for $5.99, plus fees and
  taxes, per month for 12-months and she accepted.  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 **** *******’s purchase, including
  the automatic renewal information, was sent to her on February 4, 2022 (please
  see attached).  On February 4, 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
  $21.84 and again on March 4, 2023.  On March
  9, 2023, contact was made with our Customer Care department and the same promotional
  rate subscription that was previously provided to **** ******* was offered and accepted
  again.  A refund of $11.05 for unused
  time was issued to the credit card on March 13, 2023.  A confirmation email was sent confirming the transaction
  which included automatic renewal information (please see attached).  As a onetime courtesy, we have provided an
  additional refund of $25.26 that was issued to the credit card on file on March
  16, 2023.  Should *** ******** have any
  additional questions or concerns, we ask that he contact us utilizing our
  contact information below.  
  
  We have taken appropriate
  measures to address *** ********* concerns.  If you’d like to contact
  us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****
  
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 03/17/2023

  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:03/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6th, 2022, I accessed the siriusxm.com WebChat service initially to cancel my services. However an employee persuaded me to continue services by purchasing a full yearly subscription plan for only 7.27$. I never agreed to be charged monthly for this. Siriusxm then initially charged me $27.91 by mistake and then refunded me $20.64 two days later. I haven't checked my statement since December and now its March and I just found out that siriusxm has been charging me $7.27 monthly for three months. when I brought this to the attention of the siriusxm Webchat service manager Mark refused to refund me the charges that were never advised to me, which is a total of $21.81. Mark stated that he believes these charges were valid since I had access to the account over a 3 month period however these charges were never agreed to be taken and the charges were therefore illegal, and therefore are not valid. Meaning, I am owed $21.81 from siriusxm for taking unauthorized charges without my consent. Mark stated he will only issue a refund of the remaining credits on my account, which is $6.34. He then proceeded to immediately cancel my account and stated sirius will only issue a refund of $6.34. However, I am still owed $15.47 from siriusxm for the ongoing monthly charges since January. Mark refused to provide this refund and this is completely not acceptable. Siriusxm must be held accountable for making false promises and then failing to provide the correct refunds owed. I am providing a log of the chat between myself and the two agents who responded to this complaint today which includes confirmation numbers and name of the agents spoken to. This case will not be settled until I am provided what I am owed from siriusxm.

  Business Response

  Date: 03/20/2023

  ***** *** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  *** *** ********* ** ********* ****** *****
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on behalf of ****** *****.  We regret that his recent
  transaction led to a complaint with your agency.  After review, it was found
  that *** *****’s complaint regarding charges to his credit card resulted from
  the automatic renewal of his monthly promotional rate subscription.  Per the terms and conditions in the SiriusXM
  Customer Agreement, subscriptions automatically renew at the rates in effect at
  the time of each renewal, until the subscriber calls us to cancel.  The subscription was cancelled at his request
  back on March 9, 2023, and refunds totaling 21.81 have been issued to his
  credit card ending in *****     
  
  On June 5, 2022, *** ***** was provided with a 3-month trial
  subscription with the purchase of his 2022 Mazda CX-5. On June 18, 2022, via
  our Online Account Center, *** ***** purchased a Platinum Streaming 3-month promotional
  rate subscription to begin at the end of his trial and added his credit card
  ending in **** to the account for future renewals.  During the purchase of a subscription,
  customers are presented with automatic renewal information.  After the purchase is completed, subscribers
  are sent an email confirmation which includes automatic renewal information and
  upcoming renewal charges.  On September
  5, 2022, the 3-month promotional rate subscription began, charging the credit card
  on file $2.00.  On December 5, 2022, at
  the end of the promotional rate term, his subscription automatically renewed to
  a full priced package, charging $27.91 to the credit card on file.  On this date, *** ***** contacted us to
  cancel his subscription and was offered a Music & Entertainment promotional
  rate monthly subscription at $5.99, plus fees and taxes, for 12-months.  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.  Upon changing
  the subscription, there was a credit balance of $20.64 for unused time on his
  previous subscription, this amount was refunded on December 7, 2022.  On January 5, 2023, his monthly subscription renewed
  charging the credit card on file $7.27 on this date and again upon the February
  5, 2023 and March 5, 2023 renewal dates. 
  On March 9, 2023, at his request the subscription was cancelled and a
  refund of $6.34 was issued for unused time.
  
  A member of our Corporate
  Solutions Team spoke with *** ***** and reviewed his concerns.  *** ***** stated that he did not accept an
  offer for $7.27 monthly that he was offered a year service for $7.27.  We reviewed that chat and explained that he accepted
  the promotion for $7.27 per month.  As a
  gesture of good will, we have issued an additional refund of $15.47; which was
  issued to his credit card on March 14, 2023. 
  Should *** ***** have any additional questions or concerns, we ask that
  he contact us utilizing our information below.
  
  We have taken appropriate measures to address *** *****’s concerns.
   If you’d like to contact us regarding this matter, please use the
  information listed below.
  
  
  ******** ***** ****
  *** *** ****
  ****************************
  ********** ******** ********
  **** ****** ** *** ********
  **** *****
  *** ***** ** *****
  
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **
  

  Customer Answer

  Date: 03/20/2023

  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:03/04/2023

  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.

  PLEASE NOTE: This is my WINTER Address - I live In ******* ******. I have a Sirius ** Subscription in ****** that ends in July 2023. This is a Christmas Gift from my son who has two other vehicle on that Subscription. The vehicle Was PURCHASED NEW IN ****** In August 2021. In November 2023 I went to New Port ********************* and obtained an Oil Change on my 2021 **** F150. Again this vehicle already had a ******** Subscription to Sirius ** Until July 18 2023. It would appear that without any prior notification or permission a free trial Subscription was initiated on November 28th 2023 using *************. In Feb 2023 I received a notice from ** advising my trial was to end on 28 Feb 23 asking if I wanted to extend it. I ignored the letter as I had a *** subscription. My XM radio went silent on March 1st 2023. When I called the ** number (March 4th 2023 - 9:21am) I was told by the SUPERVISOR That my ******** subscription does not work in the ** which is WRONG (Check the *** web site). I attempted to re activate my ******** subscription to no avail. I was requesting at the very least to extend the ** -** service until April 28th so I could sort it out when I'm back in ******. The supervisor indicated she could not do that without additional payment. Ridiculous, I did not ask for the Trial, did not give permission, now I'm paying for something I don't have. (I'm assuming they checked the vehicle and address and saw there was no ** - ** account on them and activated one). I'm asking to extend the service until I get back to ****** May 1st 2023 then I can sort it out in ******. My ** ** account number provided is ************ this should have my ESN (Radio ID on it) Again I repeat I DID NOT REQUEST THIS ACCOUNT, it was provided & activated without my permission, which screwed up my ******** subscription.

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:
  
  I received a call 06 March 23 (1:40pm) from Corporate XM (******) and the complaint was partially resolved to my satisfaction. Thank you for BBB's actions and thank you to XM for their very quick response to the issue. Reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************