Business Profile

Radio Stations

SiriusXM Radio

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Complaints filed with the BBB allege that this firm has overcharged consumer's accounts and incorrectly billed consumers for various services. Consumers report having difficulty resolving these problems with customer service. Please be advised that due to the high volume of complaints for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

1,255 total complaints in the last 3 years.
401 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/09/2023
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.
Account number is ************* I canceled after the year because it went up to 21 but the representative was very insistant when I told him I was at work saying he would then text me. He told me as a valued customer I could have service for 7.27 a month.He argued with me and harrassed me until I agreed to the7.27. He wanted a card he could charge it to. After saying he was not able to charge the card I gave him and he needed to send me a link to pay 7.27. he send me a link for 21. I told him this and he said let me resend it correctly. 3 xs later he was still trying to bill the 21, I receive 5-7 phone calls daily.Today another person tried to do the same. This is harrassment. They refuse to cancel my account. I am not paying what is now 42.00 for this bullying and argumentative tactics. I have the text messages proving their dishonesty.
Business Response
Date: 01/19/2023
******* *** ****

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

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

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 her
account, it was found that the complaint is in regards to being billed $20.43
after being advised that she could get a promotional rate subscription for
$7.27.

On December 4, 2021, via
our Online Account Center, *** ****** activated a Platinum monthly promotional
rate subscription at $5.99/month, plus fees and taxes, for the first 12-months
and 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 4, 2022, at the end of the promotional rate term, her subscription
automatically renewed at our then current rate, however, we were unable to
charge the credit card on file.  On
December 6, 2022, *** ****** contacted us though Chat stating that she did not
renew and she tried to cancel service before it renewed, however, there was no
option to cancel online.  The
agent explained our automatic renewal policy and promotional rate subscriptions.  She was again offered
the same promotional rate subscription that she previously had; which she
accepted; however, she was at work at that time and asked for the information
to be sent to her so she could log in at home and make the payment.  The agent explained that
in order to continue with this offer, a valid credit card will need to be added
to the account prior to changing the subscription.  We
sent a secure link to *** ****** to update her credit card on file; however, we
were unable to charge that card at the time.  As
we were unable to charge the card, no
changes were made at that time leaving the $20.43 balance.  On
January 4, 2023, her monthly subscription again renewed at regular rate,
leaving a balance of $42.27.  On
January 12, 2023, her subscription was cancelled as requested, leaving an outstanding
balance of $26.06.

A member of our Corporate Solutions Team reached out to *** ******
to further discuss her complaint; however, to date we have been unsuccessful in
speaking with her.  As
we were unable to reach her, we would like to advise her that we have credited
her account to reflect a $0.00 balance.  Should
*** ****** wish to speak with us, we ask that she contact out Corporate
Solutions Team utilizing the 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,

********* *******
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:01/08/2023
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 purchased a car that had SiriusXM included on a free trial. When the trial concluded, SiriusXM began calling me, sending paper advertisements, and sending emails. I have asked them to stop contacting me on four occasions, and I have also blocked one of the phone numbers that they called me from. They did not stop, and have been calling me from different phone numbers.
Business Response
Date: 01/16/2023
******* *** ****

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

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

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 *** *******’s complaint is regarding being
contacted for solicitation purposes. Upon review, we determined that a Do Not
Call request was processed on *** ********* account on January 5, 2023. We have
updated our records further to include mail and email as well.

While
we will make every effort to honor *** *********’s request as soon as possible,
please be advised that it can take up to 5 business days for phone calls, 10
business days for email and up to 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 communications due to campaigns already in progress. Should *** *********
have any further questions or concerns, we ask that she contact us utilizing
the information below.

We have taken appropriate measures
to address Ms. Eddington’s concerns. If you’d
like to contact us regarding this matter, please use the information listed
below.

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

Sincerely,

********* *******
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:12/27/2022
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 signed up for a basic package with Sirius XM Radio for my 2015 ****** Highlander. When my service expired, they auto enrolled me into a plan that was ***** / month versus **** / month. When I called ***************** they said I agreed to the Terms and Conditions. I would have NEVER agreed to a plan that was 261% more than the plan I signed up for. THIS IS A SCANDAL! These overcharges occurred on my credit card since April. The total charges that I DID NOT APPROVE was $****** (***** - ****) * * * ******. Please stop gauging your customers and refund me $******.
Business Response
Date: 01/06/2023
******* ** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on *** ****** behalf. We regret that her recent experience led to a complaint with your agency. After researching, it was found that *** ****** complaint resulted from SiriusXMs automatic renewal policy. A paid Subscription will continue for the length of your selected paid Plan ("Subscription Term") and will automatically renew for additional like periods or any other length described in our offer unless you cancel prior to that renewal, your Subscription is canceled by us, or you select a different Plan. Your account will automatically be charged (or you will be billed, as applicable) at the rates in effect at the time of each renewal, plus fees and taxes. If you do not accept the change in pricing, you have the right to reject the change by unsubscribing prior to the change taking effect.

On April 20, 2021, ************** purchased a 1-year promotional rate subscription. She verbally agreed to the terms, and a confirmation email was sent confirming her transaction, including automatic renewal information. On April 20, 2022,at the end of the promotional term, her subscription automatically renewed to a full-price package which bills monthly, charging the credit card on file $23.37 per month.

A member of our Corporate Solutions Team reached out to ************** to discuss her concerns. We reviewed the automatic renewal policy and advised that she is on a promotional plan with a future deactivation date set for December 27,2023. 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.

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

Sincerely,

****************************
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:12/23/2022
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 12/23/2022 I cancelled a subscription to Sirius XM. On 12/02/2022 I was automatically charged $281.41 for a 2023 subscription that I paid $108.21 for in December of 2021. I did not authorize payment of this increase. Furthermore, when I contacted someone to cancel this I was offered a fee of $5.99 a month if I would stay with them. So I am told they will refund my account $170.58 and bill accordingly for the remainder of the year. And then when I ask that it just be cancelled I will receive a refund of $264.44. Don't understand why it was ok to set me up with a $5.99 month plan but it isn't ok to refund me the $281.41 I was charged and then charge me for a yearly subscription at a rate of $5.99 a month.
Business Response
Date: 01/04/2023
******* ** ****

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

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

Hello
Mediator,

Thank you
for contacting SiriusXM regarding the complaint of ***** ********  We regret that her
experience led to a complaint with your agency.  After
researching *** ********s account, it was found that her complaint regarding
charges to her credit card resulted from the 2022 automatic renewal of her
subscription following her purchase of a promotional rate subscription in 2021.  Per the terms and
conditions in our Customer Agreement, subscriptions automatically renew, at the
rates in effect at the time of each renewal, until the subscriber calls us to
cancel.

*** ******* has been a subscriber since 2017 and has been extended several
promotional rate subscriptions.  These
subscriptions have been subject to the automatic renewal policy over the years.  On December 1, 2021, *** ******* contacted us to cancel her previous promotional rate subscription that
was due to automatically renew on December 7, 2021.  In
lieu of cancellation, she accepted another 12-month promotional rate
subscription.  During
that transaction, subscribers are presented with automatic renewal information
and after purchasing, subscribers are sent an email confirming the transaction
which includes automatic renewal information.  On
December 1, 2022, at the end of her current promotional rate term, her
subscription automatically renewed to a full-priced package, per the terms and
conditions in our Customer Agreement charging the credit card on file $281.41.  On December 23, 2022, at
*** *******’s request, we canceled the subscription, leaving a credit balance
of $264.44 for unused time, this amount was issued back to her credit card on
December 27, 2022.

A member
of our Corporate Solutions team reached out to *** ******* via phone and email,
however, our attempts to date have been unsuccessful.  As
we were unable to reach her, we would like to advise *** ******* that we have
issued an additional refund of $16.97 that was issued on January 4, 2023, as this amount combined with the $264.44
already refunded totals the automatic renewal charge of $281.41.  We remain available
should *** ******* wish to discuss this further.

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: 01/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *******
Initial Complaint
Date:12/22/2022
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.
have charged my card without authorization
Business Response
Date: 12/30/2022
******** *** ****

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

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

Hello
Mediator,

Thank you for contacting SiriusXM regarding the complaint of
******* *****. We regret that her recent
experience led to a complaint with your agency.
We have investigated her complaint, but were unable to contact her to
get further details.

Using the information provided in the complaint, no active
accounts were found for *** ***** using her name, or phone number. An account was found with her email address,
but under a different name address and phone number.

A member of Corporate Solutions reached out to *** ***** to
discuss her concerns but after several voicemails and emails we were unable to
reach her. Should *** ***** wish to speak
to us we ask that she contact us utilizing the contact 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,

********* *******
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:12/15/2022
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 had Sirius Xm as part of a promo from using Walmart plus. I canceled it and never thought about again as I never used it. Promo was 6 months and didn’t use it once. On 11/25/2022 I was charged $16.83 from Sirius. I called same day and was told it would be canceled and my money refunded. Got an email later on it was cancelled and I would get a $10 refund. Account was canceled but no refund of any kind. I have called and chatted and they refuse. One agent said I used the service which is untrue and then twice while chatting they disconnected me. So more phone calls to be given all sorts of other answers but never a refund. Every agent has a different answer. I feel like this is the norm for them to treat people until we forget that little charge but I don’t feel like they are treating people very fair at all. I am a customer service supervisor for my job and I would never speak to anyone the way they spoke to me.
Business Response
Date: 12/26/2022
******** *** ****

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

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

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 her complaint is regarding being billed after signing up for a free trial internet subscription.

On June 20, 2022, via our ********************** **************** activated a Platinum Streaming 4-month trial and 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 October 20, 2022, at the end of the 4-month trial, **************** subscription automatically renewed at our then-current rate; however, we were unable to charge the $13.10 to the credit card on file.  On November 16, 2022, the subscription went inactive for non-payment, leaving a balance of $11.35 for the used time since renewal.  A $5.00 late fee was added on November 19, 2022, bringing the balance to $16.83.  On November 25, 2022,the $16.83 balance was applied to the credit card bringing the account current, and her subscription was restored to active status, leaving a balance of $10.92 for the service period from November 25, 2022, to December 20, 2022.  On this date, she contacted us requesting to cancel the subscription; which we processed leaving a $0 balance.

A member of our Corporate Solutions Team contacted **************** to discuss her concerns.  We confirmed that her subscription was canceled on November 25, 2022, leaving her account at a $0.00 balance.  The email she received regarding the $10.92 credit was too advise her that once the subscription was canceled, the $10.92 balance that occurred from November 25,2022, to December 20, 2022, was credited and as this amount was originally not paid, the account ended up with a $0 balance.  As a one-time courtesy, we provided a service credit of $16.83 for the amount she was charged on November 25, 2022; which was issued to her credit card on December 20, 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.

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

Sincerely,

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

Customer Answer
Date: 01/05/2023
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:

Thank you for looking into this. Someone called from their business on 12/19 and said a refund of $16.83 had been done that day. Nothing has processed back to me and it is not even about the money. This company is so rude and I want no further interaction with them.

Thank you, **************************;

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

Sincerely,

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

Business Response
Date: 01/12/2023
******* *** ****

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

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

Hello Mediator,

We are in receipt of **************** rejection concerning a delay in receiving her refund.  Upon review of her account, a refund of $16.83 was requested to go back to her credit card ending in ****.  On December 20, 2022, the refund was issued; however, it appears it was declined by her bank.

A member of our Corporate Solutions Team reached out to **************** by phone and email to further discuss her complaint; however, to date, we have been unsuccessful in speaking with her.  As we were unable to speak with **************** we would like to advise her that the refund will now be issued by check.  Please be advised that the average turnaround time for refund checks to be issued is ten (10) business days.  We apologize for the inconvenience this has caused and we ask that she contact our Corporate Solutions Team should she have any additional questions or concerns.

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

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

Sincerely,

*********************************
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:12/13/2022
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.
Starting this week, some of the channels which I subscribe to with Sirius XM quit being available on my radio. Specifically Channel 55 "Country Christmas" is now not authorized. I checked with the channel lineup at Sirius XM for the "Music Showcase" (subscription I have) and it shows this channel both for IN-CAR and streaming. I contacted chat about it now working, and she told me I would need to UPGRADE to get it back.
Business Response
Date: 12/23/2022
******** *** ****

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

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

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 reviewing his
account, *** *******s complaint resulted from a misunderstanding regarding the
channel lineup included in his Music Showcase subscription.

A member of our Corporate Solutions Team spoke with *** ****** and
explained that the Music Showcase package has a reduced channel lineup and
channel 55 is not available with this package.
We were previously running a Free to Air Campaign that is an automatic
service that we provide to our customers to allow them to try SiriusXM for two
weeks without obligation. During this
time period, *** ****** would have been able to access more channels than
usual. We offered to provide him with a Music &
Entertainment monthly promotional rate subscription at $5.99 per month for
12-months; which he accepted. A refresh
signal was sent and *** ****** confirmed that he can now listen to channel 55. 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. Duncan’s concerns.
If you’d like to contact us regarding this matter, please use the
information listed below.

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

Sincerely,

********* *******
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:12/13/2022
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's app is designed for streaming. I purchased a subscription and was charged, twice, but not able to access the content in the app. After trying multiple times to resolve the issue by calling customer service, i was told multiple times that i had the wrong team, only to be transferred to another wrong team.i am being financially exploited and this is wrong.
Customer Answer
Date: 12/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
Date:12/12/2022
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 received a piece of mail from SiriusXM to re-activate my car's service for 3 months free. On 12/3, I got it activated. I took a 2 hour drive to visit my daughter. After about 50 minutes, the service stopped working. And to this day, it will not come on. I contacted SiriusXM, and was told that the RadioID for my radio was different than what they had on file. I was then told it would cost my $15 to have them fix their mistake for the IDs.
Business Response
Date: 12/21/2022
******** *** ****

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

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

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 *** ******’s account, it
was found that his complaint regarding the loss of service after activating a
3-month trial resulted from the incorrect radio id being activated.

A member of our Corporate
Solutions reached out to *** ****** and discussed his concerns with him. He stated that he activated a 3-month trial
and about an hour later the service stopped working and upon calling Customer
Care, he was advised that the incorrect radio id was activated and advised him
that there would be a $15.00 transfer fee to place the service on the correct
radio. We apologized for any inconvenience
that he experienced and we activated the correct radio id and restarted his
3-month trial. 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 you’d like to contact us regarding this matter, please use the
information listed below.

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

Sincerely,

********* *******
****** ** ********* ********* ****
************** ******* **
Initial Complaint
Date:12/09/2022
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 did not authorize these charges on my account. Four charges have been added to my account of which i did not approve any. I called Sirius on 12/9 and they refused to refund all 4 erroneous charges. Only refunding half of the $117.20 total. This amount was erroneously charged as I never agreed to continue after a 6 month trial. I want my total refunded and no further charges. Close my account.
Business Response
Date: 12/20/2022
******** *** ****

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

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

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 *** *****’s
account, it was found that his complaint regarding being billed after signing
up for a 3-month promotional rate subscription resulted from the automatic
renewal of his subscription per the terms and conditions in our Customer Agreement.

On April 25, 2022, via our Online Account Center,
*** ***** activated a Platinum 3-month for $2.00 promotional rate subscription 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 July 25,
2022, at the end of the 3-month term, *** *****’s subscription automatically
renewed at our then current rate, charging $29.30 to the credit card on
file. His subscription subsequently
renewed at the end of each renewal term, charging $29.30 the credit card on
file. On December 9, 2022, at his request
the subscription was cancelled, leaving a credit balance of $15.13 for unused
time. At that time, *** ***** requested
a refund for the previous months from July to December as well; however, his
request for a full refund was denied as there was no prior request for
cancellation; however, we did provide him with an additional credit of $58.06
and on December 13, 2022, a refund of $73.19 was issued to the credit card on
file.

A
member of our Corporate Solutions Team spoke with *** ***** and addressed his
concerns and reviewed the automatic renewal
policy. We informed him that as a
courtesy, we requested an additional refund for $86.34; which was issued on
December 16, 2022 to the credit card on file Should *** ***** have any further
questions or concerns, we ask that he contact us utilizing our contact
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,

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

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SiriusXM Radio

Sirius Satellite Radio

SiriusXM Radio

Sirius Satellite Radio, Inc.

Sirius XM Radio

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