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 52902 Phoenix, AZ 85072

• 

  SiriusXM Radio

  P.O. Box 78054 Phoenix, AZ 85062

• 

  XM Radio

  1500 Eckington Place NE Washington, DC 20002

• 

  Sirius XM Radio Inc

  1 E Wacker Dr # 1100 Chicago, IL 60601-1803

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

• Initial Complaint

  Date:12/12/2024

  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 paid for full year subscription to Sirius XM radio.On March 1, 2024 I paid $110.05 for 6 month subscriptions, invoice **************  Then on March 9th 2024 I paid $105.26 for another 6 month subscriptions to be added to my account so I had a full year paid subscription to Sirius XM radio, invoice *************, but both 6 month subscriptions was not applied back to back and instead both 6 month subscriptions were dated March 01, 2024 as the start date and 9/01/2024 as the end of subscription date. I only have one SUV it's a ************************************************************************************ out a a paid 6 month subscription, but then starting in June of 2024 Sirius XM started billing my debit card for $6.55 under account ***********************, Which I did not realize until September 2024 when I called my bank to see where the $6.55 was being paid too. Once I was told it was to Sirius XM radio, I called Sirius XM about it and the agent for Sirius XM told me it was for my subscription renewal because my last subscription ended in May, but I paid for a full year for Sirius XM radio subscription that would end on March, 01, 2025, but with the $6.55 Sirius XM wrongly billed my card from June to September, would then extend my paid subscription to September 2025. Sirius XM radio needed to correct this problem and restart my paid subscription that's paid until September 2025, or refund me for the 6 month subscription they did not run back to back with the other for a paid full year, along with refunding the money the started billing my for on June 01, 2024 to September 01, 2024 for a total of $39.30 they wrongly billed me for, nor did I give them permission to do so. Please help me get this matter taken care of and correct for me. Thank you.

  Business Response

  Date: 12/19/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  *** ****** ***** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ****** ****** behalf. We regret that his recent experience led to a complaint with your agency.  After researching *** ****** account, it was found that his complaint concerns a claim of overbilling.
  
  Upon review,we found two accounts in *** ****** name that had service active on a 2013 ****** Rogue, Radio ID ending in ****.  The first account ending in **** was created via our ********************* on February 10, 2023, when a 3-month complimentary trial subscription was activated for his 2013 ****** Rogue.  On March 7, 2023, via our *********************, *** ***** purchased a promotional rate subscription for 3 months for $1.00 plus applicable fees and taxes to begin on May 10, 2023,at the end of the trial period.  He added a Credit/Debit card ending in **** for future renewals.  An email was sent confirming the transaction,which included automatic renewal information. On May 10, 2023, the 3-month promotional rate subscription began;however, we were unable to charge the $1.31 balance to the card on file.  On August 10, 2023, at the end of the promotional rate term, his subscription automatically renewed at our then-current rate,leaving a balance of $19.65, and again, we were unable to charge the card on file.  On August 31, 2023, *** ***** contacted us requesting to cancel the subscription, but in lieu of cancellation, he accepted a 6-month promotional rate subscription for $30.00 plus fees and taxes and changed the payment type on his account to invoice billing.  An invoice was sent for the $55.23 balance for the service period from May 10, 2023, to March 1, 2024, as we received no payments for the previous use of the service.  On September 15, 2023, a check payment for $55.23 was applied to his account.  On March ******, at the end of the 6-month promotional rate term, his subscription was automatically renewed at our then-current rate, and an invoice was sent for the $112.22 balance.  On March 9, 2024, the subscription was canceled at *** ****** request, leaving a balance of $6.96 for used time for the service period from March 1, 2024, to March 9, 2024.  This amount was credited to reflect a zero balance.  On May 15, 2024, via our *********************, *** ***** reactivated service to his 2013 ****** at a promotional rate for 12 months for $4.99 per month, plus applicable fees and taxes.  This activation created a new account ending in ***** and *** ***** added a Credit/Debit Card ending in **** to the account for future renewals.  An email was sent confirming this transaction, which included automatic renewal information.  This subscription was automatically renewed on the 15th of each month, up to and including November 15, 2024.  On December 7, 2024, *** ***** requested the cancellation of the subscription.  As audio subscriptions are non-refundable, cancellation requests become effective at the end of the current subscription period. An end date was set for December 15, 2024, to prevent any further renewals from occurring.
  
  A member of our Corporate Solutions Team reached out to *** ***** to discuss his concerns further.  We reviewed the transactions that occurred on his two accounts and explained that the only check payment we could find was posted to his account ending in **** on September 15, 2023, for $55.23.  *** ***** insisted that he paid $110.05 by check on March 1, 2024, and $105.26 by check on March 9, 2024.  To research an unapplied payment, we require additional documentation, and we requested that he provide proof of the missing payments (bank statement, copy of cashed check) so that we could investigate further.  *** ***** then stated there was nothing more to discuss and that he would leave it to the Better Business Bureau to resolve.  We remain interested in working with *** ***** and ask that he contact our Corporate Solutions Team to provide us with the document requested so that we can further research his issue.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ****** concerns.  If you would like to contact us regarding this matter, please use the information listed below.

   

  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  SiriusXM Corporate Solutions Team
  ************** ******* **
  

  
  

• Initial Complaint

  Date:12/04/2024

  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.

  The account was a fraudulent account made without my knowing by a family member who recently moved out. Did not know anything about it till it showed up on my bank account. Contacted customer service and they instead of trying to help tried to sell me another account. When I turned that down she said they do not refund even if it was fraudulent that I could use the service till end of month and cancel the current account so it would not renew again. How can they force a fraudulent account on to someone?

  Business Response

  Date: 12/13/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  ******************************************************************************************************
  
  *** ***** **** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ***** ***** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ***** account, it was found that his complaint was regarding being billed after a family member signed up for a free trial streaming subscription using his information and credit card.
  
  On August 3, 2024, an All Access (App Only) streaming 4-month trial was activated using *** ***** name and the email address **************.  This plan is only available through our website and in-app purchases.  At the end of the 4 months, the subscription automatically renews to a monthly term at our then-current rate, charging the credit card on file.  On December 3, 2024, the subscription was renewed, charging $10.94 to the card on file.
  
  A member of our Corporate Solutions Team made several attempts by phone and email to reach *** **** to discuss his concerns further.  However, to date, we have yet to be successful in speaking with him.  We have canceled the subscription that was activated online using the ************** address.  Per the terms and conditions of this offer, these plans are non-refundable, but a refund of $10.51 for unused time was issued.  We remain available should *** **** wish to discuss this further.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***** concerns.  If you would like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 12/14/2024

  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:12/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new Chevrolet Silverado back in March of 2024. This new vehicle came with 6 months of free SiriusXM radio. I never signed up to renew my subscription after 6 months are up. I never authorized SiriusXM radio to debit my account to renew subscription. On 12/1/2024 @ 10:20am, I received an alert from my bank via email a charge of ******. I called my bank and they stated to dispute with SiriusXM first. On 12/1/2024 @ 10:43am i talked to ******** a customer service person from ********************** via ******** said he would refund me ***** and only debit my account ***** for a new subscription. In early 2024, I tried to get my credit/debit card removed from my online account with ********************** and I also filed a BBB complaint. Well, they never removed my credit/debit card info ever. This company is doing illegal activities and getting away with it. Its time for action.

  Business Response

  Date: 12/09/2024

  ******** ** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  *** ***** ******* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ***** ******** behalf.  We regret that his recent experience led to a complaint with your agency. After researching *** ******** account, we found that his complaint was regarding the automatic renewal of his 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. Transaction confirmations, which include renewal information, are sent via email or mail. 
  
  On February 29, 2024, *** ******* contacted us to cancel the subscription to his 2008 Chevrolet Tahoe and activate the trial subscription that came with the purchase of his 2023 Chevrolet Silverado 1500. He purchased a 6-month promotional rate subscription to begin on June 1, 2024, at the end of his trial. Agents advise subscribers of the automatic renewal of their subscription at the point of sale, and an email was sent to confirm the transaction, which also included automatic renewal information (please see attached).  On May 27, 2024, via our ********************** *** ******* updated the payment type on his account to a credit card ending in ****.  An email was sent confirming the transaction.  On June 1, 2024,at the end of his trial, the 6-month promotional rate subscription he purchased in February began, and the $39.96 balance was applied to the card on file.  On December 1, 2024, at the end of the promotional rate term, his subscription automatically renewed at our then-current rate, charging the credit card on file $138.32. On this date, *** ******* contacted us, and he was provided another 6-month promotional rate subscription, and a refund of $90.38 was issued to the card on file.
  
  A member of our Corporate Solutions Team reached out to *** ******* to discuss his concerns further. We reviewed our automatic renewal policy with promotional rate terms.  To prevent the automatic renewal of his subscription, we set a future deactivation date for June 1, 2025, and removed the credit card from file.  ****************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******** concerns.  If you would like to contact us regarding this matter, please use the information listed below.

   

  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  SiriusXM Corporate Solutions Team
  ************** ******* **

  Customer Answer

  Date: 12/10/2024

  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:12/01/2024

  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 debit card was charged $11.32 on November 29th 2024.I have no recollection of subscribing to sirusxm radio in the prior months and somehow my card was charged. I've looked at my ****** subscription history and have no siriusxm radio listed as a subscriber.. I reached out via chat to sirusxm radio and a representive by the name of ******* advise I will not be refunded because I should have called to cancel the subscription but however, I'm allowed to enjoy the remaining subscription. I've reached out to my bank and was advised to contact the subscriber to request a refund. Because I know I'm not the first or last individual this has happened to which is why I'm requesting your assistance to help me to get my refund and to put a stop to siriusxm radio taking advantage of patrons by wrongfully and illegally charging bank accounts and refusing to provide a refund.

  Business Response

  Date: 12/06/2024

  ******** ** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  *** ******** ******** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ******** ********* behalf.  We regret that her recent experience led to a complaint with your agency. After researching *** ********* issue, it was found that her complaint is regarding being billed after signing up for a free trial internet subscription. 
  
  On July 27, 2024, *** ******** activated an All Access (App Only) 4-month trial and added a credit card ending in **** to the account for future renewals.  This plan is offered online only at ************************** and in the SiriusXM App and can only be set up by the subscriber.  During the purchase of a subscription,customers are presented with automatic renewal information, and our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction. On November 27, 2024, at the end of the 4-month trial, *** ********* subscription automatically renewed at our then-current rate, charging $11.32 to the credit card on file.  On November 30, 2024, *********** contacted us via our Chat option to cancel the subscription, and as this is a non-refundable plan, an end date was set for December 27, 2024, to prevent any further renewals from occurring.
  
  On December 4, 2024, a member of our Corporate Solutions Team reached out to *********** to discuss her concerns further. We reviewed the terms and conditions for the activated online subscription.  As a gesture of goodwill,we canceled the subscription effective December 4, 2024, and requested a refund of $9.45 for unused time for the service period from December 4, 2024, to December 27, 2024.  We advised her that it can take 3-5 business days for refunds to be processed.  ******************* have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ********* concerns.  If you would like to contact us regarding this matter, please use the information listed below.

   

  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 12/19/2024

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

  
  

  
  
  The business has reached out to me and the issue has been resolved. I received a partial refund of $9.45 vs $11.32 which I requested.
  
  Thank you BBB for helping me resolve this issue. 
  
   
  
  ******** ******** 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  

  The business has reached out to me and the issue has been resolved. I received a partial refund of $9.45 vs $11.32 which I requested.
  
  Thank you BBB for helping me resolve this issue. 
  
   
  
  ******** ******** 
  
   

   

  
  
  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:11/22/2024

  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.

  Sirius XM charge our credit card from April, 2024 through November, 2024 for service that was not authorized or requested. The radio service never was available in the auto the charge was for. This unauthorized charge was discovered when I went to cancel service for a vehicle that was recently sold. In speaking with an agent for one hour and fifteen minutes, I was told Sirius XM's policy is that they only allow 3 months refund. I was never provided an invoice, and I was never notified that the service was being added or renewed. Sirius XM provided three months credit; however, I am seeking the remaining four months of charges for service we never received. The refund amount requested is $23.05 per month times four months, or a total of $$******** Sirius XM account # is ************, and the ********************** id I am claiming the credit for is *********

  Business Response

  Date: 11/29/2024

  
  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  ******************************************************************************************************
  
  *** ******** ******* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting Sirius XM on ******** ******** behalf. We regret that his recent experience led to a complaint with your agency. After review, it was determined that the complaint concerns the auto-renewal of service after placing his subscription on hold. 
  
  *** ******* signed up for a six-month subscription at a promotional rate on October 1, 2022, for his 2022 Porsche 718 Boxter.  An email was sent confirming the transaction, which included automatic renewal information.   His subscription was suspended on January ******, following a call to SiriusXM, with service set to resume on April ******* automatically.  An email was sent confirming the transaction, which included the reactivation date.  On April 15, 2023, the subscription began,and as the 6-month promotional rate ended, the subscription automatically renewed on a monthly term, charging the credit card on file.  The subscription automatically renewed on the 11th of the month up to and including November 11, 2024.  On November 20, 2024, following a call to SiriusXM, the subscription to the ******* was suspended until April 1, 2025.  An email was sent confirming the transaction.  A credit of $22.76 was left remaining for unused time, and he was provided an additional service credit of $53.02,leaving a credit balance of $74.24.
  
  A member of the Corporate Solutions team spoke with *** ******* and advised him that we had reviewed the call from January 2, 2023. He was advised three times that the ******* subscription would automatically reactivate in April 2023.  We informed him that since we have shown no prior request to cancel service since the April 2023 reactivation, no further refunds will be issued.  *** ******* requested that we cancel the Porsche subscription, which we processed immediately and provided cancellation number ***********.  An email was sent confirming this transaction, which also included the cancellation number.  *** ******* stated he is not pleased with the outcome and will take his complaint further.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******** concerns.  If you would like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************

   

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

  Customer Answer

  Date: 11/30/2024

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

  The agent representing Sirius XM claims a recorded telephone conversation in January of 2023 indicates I was told three times that the service on my vehicle would be renewed at $18.99 plus taxes and fees for a total of $23.05 once the suspension period expired.  I requested a copy of an email indicating that I had accepted this, and it was not provided.  The only emails provided (attached) were my most recent November 2024 activity.  I do recall calling to suspend/cancel my subscription in January 2023 since the vehicle in question is used only during the summer months and I specifically told that to the agent I spoke with.  I believe the agent suggested suspending the service and reactivating in the summer.  I specifically remember asking the agent to confirm that the reactivation would renew at the promotional rate of $5.99 plus taxes and fees.  I would not have agreed to renew at a total of $23.05 per month.  Additionally, the agent I spoke with on November 27, 2024, assured me that my account was only charged the amount of $23.05 from April 2024 to November 2024, for a total of seven months.  In speaking with the BBB complaint resolution agent ***, she informed me that I was actually charged from May 2023 to November 2024, for a total of 20 months.  Now my claim against Sirius XM is for $461, minus the three months credit I have received of $69.15, for a net claim of $391.85.  During the entire twenty-month period I was charged $23.05 per month, the vehicle never received the service.  At no time during the suspension period from January 2023 to May 1, 2023, was there any follow up from Sirius XM to alert me that the service was reactivated.  The signal was never sent to the vehicle, and the customer should not have to pay for service not provided.  The agent I spoke to on November 27, 2024, confirmed there was no active signal to the vehicle until he provided it that day.  

  I have not received any proof from Sirius XM that I agreed to reactivate my service in May 2023 at $23.05 per month.  Even if Sirius XM can prove I agreed to this, Sirius XM never provided the service, since every time I turned on the radio the only station I could receive was Channel 1, the sample channel.  

   

   

   

   

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

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

  Business Response

  Date: 12/04/2024

  ******** ** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  Re: ******** ******* Complaint ID: ********
  
  Hello Mediator,
  
  We have received *********** rejection of the response we sent on November 29, 2024.  He indicated in his response that the complaint remains unresolved, as he recalls the suspension of the service in January 2023, as the vehicle was only used in the summer months.  He states he specifically remembered asking the agent to confirm that the reactivation would renew at the promotional rate of $5.99 plus fees and taxes.  He was under the assumption that he was only charged for the ******* from April 2024 to November 2024, when he was actually charged from May 2023 to November 2024.  He is now requesting a refund of $391.85 as he was being charged but did not have service. 
  
  On July 2, 2022, ********** purchased a 6-month promotional rate subscription for his 2022 Porsche 718 Boxster for $29.94 plus fees and taxes to begin on September 11, 2022.  Per the terms and conditions in our Customer Agreement, at the end of a promotional rate plan, subscriptions automatically renew to a monthly term at our then-current rate. Agents advise customers of the automatic renewal of their subscription at the point of sale, and an email was sent to confirm the transaction, which also included automatic renewal information. On January 2, 2023, the 12-month trial subscription that came with his 2023 Mini Hardtop was activated, and he purchased a promotional rate subscription for 12 months for $5.99 per month plus applicable fees and taxes.  At this time, he requested the suspension of service to his Porsche, and as requested, this subscription was suspended until April 15, 2023.  He was advised at this time that his subscription would renew at a monthly term, and the $17.77 credit remaining from his 6-month term would be used towards the balance.  On April 15, 2023, the subscription to ******* was automatically reactivated, depleting the $17.77 credit and charging the credit card on file the remaining $2.21.  On the date of reactivation, a signal is automatically sent to the radio.
  
  A member of our Corporate Solutions Team and a supervisor spoke with *** ******* to discuss his concerns further.  We explained that, unfortunately,we have no way of knowing if a device is not receiving our signal unless the subscriber informs us.  As we have no documentation regarding the the charges and or lack of service to the Porsche, while being charges, we are unable to refund him back until May 2023. However, as a gesture of goodwill, we offered to provide him with an additional service credit of $80.68 and offered our Advantage monthly plan for $8.49 per month.  We further explained that, unlike our promotional rate subscriptions, the Advantage plans do not renew at full price at the end of the term.  They will continue to provide the customer with savings without the need to call back to get a lower rate.  *** ******* accepted our offer.  Prior to ending the call, we confirmed that his account has a service credit of $148.17 that will be used towards the monthly renewals of his 2023 Mini Hardtop.  ****************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ******** concerns.  If you would like to contact us regarding this matter, please use the information listed below.

   

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

  Customer Answer

  Date: 12/05/2024

  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:11/16/2024

  Type:Order 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.

  Sirrius EX charged my card without my permission. I cancelled my service and requested a refund when I saw the charge on my card. I called them twice and they will not refund my $. I know they have a reputation for doing this so when I signed up for the service I specifically paid the entire cost up front and confirmed that they would send a bill for any renewal fee and NOT charge my card. I was assured it was a one time payment and that they would not keep my card on file. This was not true: they charged my card before the cancellation date and would not refund the charge.

  Business Response

  Date: 11/25/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  *** **** ******** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on **** ********** behalf.  We regret that his recent experience led to a complaint with your agency.  We have investigated *** ********* complaint regarding charges to her credit card and determined it was due to an agent error in combination with promotional rate subscriptions automatically renewing to full-price packages.  Per the terms and conditions in the Customer Agreement, subscriptions automatically renew at the rates in effect at the time of renewal.
  
  On February 19, 2024, *** ******** reactivated service for a 2018 **** on a promotional rate 12-month subscription for $60.00 plus applicable fees and taxes.  She requested that her credit card not be placed on file as she wanted to avoid it being charged at the end of the year; however, his particular promotion required a credit card to remain on file.  The agent should have advised *** ******** of this, but instead, he set a future deactivation date for February 19, 2025, to prevent the automatic renewal from occurring.  As there was a 12-month promotional rate subscription currently active on a 2016 ********, on October 14, 2024, at the end of this promotional rate term, this package automatically renewed to a monthly term at our then-current rate, charging the credit card on file $23.99.  On November 19, 2024, this amount was refunded.
  
  A member of our Corporate Solutions Team reached out to *** ******** to discuss her concerns further.  We apologize for any inconvenience this issue may have caused.  We confirmed that the refund was issued and that an end date was set, so the subscription to her 2018 **** will not automatically renew.  In addition, the agent that she spoke with in February will receive further training.  ******************* have any additional questions or concerns, we ask that she contact us utilizing the information below.

   

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

  
  
  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:11/13/2024

  Type:Order 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.

  Dear Sirius XM headquarters Unfortunately Ive been receiving horrible customer service and erroneous charges to my account. Ive spoke to several representatives and a manager but they failed to resolve the problem. For instance Ive been paying $18.57 for three vehicles and my bill was erroneously changed to $47.00/month and I was charged $94. This is wrong and inaccurate. Again I tried to resolve this issue but I was placed on hold for nearly and hour. Finally a supervisor came to phone but she was rude and she didnt help me at all. Im frustrated and Im exhausted about trying to resolve this matter. Please help.

  Business Response

  Date: 11/20/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  *** ********** ** ****** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting Sirius XM on ********** ****** behalf.  We regret that her experience led to a ********* with your agency.  After researching, we understand that ********** ********* concerns the expiration of the promotional offer of 12 months at $4.99 per month, plus applicable fees and taxes, on three (3) vehicles.  Once the promotional period ends, the subscription is renewed monthly at the then-current monthly subscription rate plus applicable fees and taxes for each month in advance unless canceled prior to the renewal date.
  
  On September 10, 2023, the three Music & Entertainment promotional rate subscriptions on **** ************* were automatically renewed at the then-current monthly subscription rates,charging $57.01 to the credit card on file. On September 11, 2023, she contacted us requesting the cancellation of the subscriptions due to increase in cost. At this time, she accepted a Music Showcase promotional offer of 12 months at $4.99 per month, plus applicable fees and taxes, to begin on October 10, 2023, and a refund of $37.56 was issued to the card on file.  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 September 11, 2023. On October *******, at the end of the promotional rate term, the three subscriptions automatically renewed to then-current rates. However, we were unable to charge the $50.49 balance to the card on file. On November 6, 2024, when payment was not received, the subscriptions were suspended for non-payment, leaving a balance of $44.13 for used time.  On November 9, 2024, a $5.00 late fee was added.  On November 13, 2024, through a conversation with ************** the account was removed from non-pay, restoring the service to active status, leaving a balance of $94.97 for the service period from October 10, 2024, to December 10, 2024.
  
  A member of our Corporate Solutions Team contacted **** ****** to discuss her concerns further.  We reviewed the automatic renewal policy and explained that subscriptions automatically renew at the rates in effect at the time of each renewal.  As a one-time courtesy, we cleared the $94.97 balance and provided her with the same promotional rate subscription she previously had, which will begin on December 10, 2024.  An email was sent confirming the transaction,which included automatic renewal information. Should **** ****** have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve **** ********************* If you would like to contact us regarding this matter, please use the information listed below.

   

  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:11/06/2024

  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.

  At the beginning of 2024 at the 1st of each month and up until 11/1/24 my credit card has been charged $10.59 each totaling $116.49 I called Sirius XM last week and spoke with a representative and he couldnt understand why or figure it out. I hung up with no resolution at all. I demand a refund.

  Business Response

  Date: 11/13/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  ******************************************************************************************************
  
  *** ****** ******* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ****** ******** behalf.  We regret that her recent experience led to a complaint with your agency.  After researching *** ******** account, it was found that her complaint concerns being billed after signing up for a free trial internet subscription.
  
  On March 29, 2023, via our ********************** *** ******* activated a Platinum Streaming 4-month trial and added her credit card ending in **** to the account for future renewals.  Our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal term to complete the transaction. After the purchase is completed, subscribers are sent an email confirmation, which includes automatic renewal information and upcoming renewal charges.  On August 1, 2023, at the end of the 4-month trial, *** ******** subscription automatically renewed at our then-current rate, charging the credit card on file on this date and upon each monthly renewal date up to and including November 1, 2024.
  
  A member of our Corporate Solutions Team contacted *** ******* to discuss her concerns.  We reviewed the transactions that occurred on her account, and as a one-time courtesy, we provided a refund of $116.49, as requested.  On November 11, 2024, this amount was refunded to the credit card on file.  ****************** have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ******** concerns.  If you would like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 11/13/2024

  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:11/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to cancel service and I am being charged $25 for a month of service I do not want .

  Business Response

  Date: 11/14/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  ******************************************************************************************************
  
  *** ******** ******** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ******** ********* behalf.  We regret that his recent experience led to a complaint with your agency. After review, *** ********* complaint concerns our cancellation policy.  Per the terms in our Customer Agreement, effective March 15, 2024, audio subscriptions are non-refundable, and cancellation requests will become effective at the end of the current subscription period.   
  
  On November 5, 2023, *** ******** purchased a promotional rate subscription for 12 months for $5.99 per month plus fees and taxes. On November 5, 2024, at the end of the promotional rate term, his subscription was automatically renewed at our then-current rate, leaving a balance of $24.43.  On this date, *** ******** requested the cancelation of his subscription, and an end date was set for December 5, 2024, to prevent any further renewal from occurring.
  
  A member of our Corporate Solutions Team made several attempts to contact *********** to discuss his concerns further. To date, we have yet to be successful in speaking with him.  We want to advise *** ******** that we have canceled his subscription, and his account was credited to reflect a zero balance.  ******************* wish to discuss his concerns further, we ask that he contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ********* concerns.  If you would like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:11/05/2024

  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.

  They sold us a plan that was $4.99 for one car. Then turned around and said it renewed at full cost in November 2024 and had been started Sept 2022. We didn't have either car that is on the account in 2022. We bought both in 2024.The other one is supposed to be $9.54/month I just want to get my radio for the correct amount per month not $40.99

  Business Response

  Date: 11/12/2024

  ******** *** ****
  
  ****** ******** ****** ******* *********************
  ********
  *******************************
  ******************
  
  *** ******** ****** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ******** ******* behalf.  We regret that her recent experience led to a complaint with your agency.  We have investigated *** ******* complaint regarding being overcharged $23.13, and after reviewing the account, we have been unable to determine where they believe they may have been overcharged.
  
  A review of the account determined that on September 2, 2022, a Music & Entertainment (M&E) monthly promotional rate subscription for 24 months for $4.99 per month, plus applicable fees and taxes, was purchased for Radio ID ending in **** (Portable).  Agents advise subscribers of the automatic renewal of their subscription at the point of sale, and an email was sent confirming the transaction, which also included automatic renewal information.  On June *******, a monthly promotional rate subscription for 12 months for $4.99 per month, plus applicable fees and taxes, was purchased for Radio ID ending in **** (2014 Chrysler Town & Country). She was charged a prorated amount of $2.42 for the service period from June 21, 2024, to July 2, 2024, to align with the billing date on her account.  Both subscriptions continued to renew,charging the credit card on file $13.24 upon each renewal date.  On September 2, 2024, at the end of the promotional rate term, the subscription to the portable radio was automatically renewed at our then-current rate (at present, $18.99 a month) plus applicable fees and taxes. The credit card on file was charged $31.75 for both monthly renewals ($6.42+$25.13) on this date and again upon the October 2, 2024 renewal.  On October 16, 2024, a monthly Advantage plan was purchased for Radio ID ending in C4WA (2017 Land Rover), charging the credit card on file a prorated amount of $5.06 for the service period from October 16, 2024, to November 2, 2024, to align with the billing date on the account.  On November 2, 2024, all three subscriptions were automatically renewed, charging the credit card on file $40.99 ($6.42+$25.13+$9.24).  On November 5, 2024, the subscription to the portable radio was canceled, leaving a credit of $22.62 for unused time that was issued on November 7, 2024, to the credit card on file.
  
  A member of our Corporate Solutions Team made several attempts via telephone and email to contact *** ****** to discuss her concerns further.  To date, we have yet to receive a response.  ***************** wish to discuss her concerns further, we ask that she contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ******* concerns.  If you would like to contact us regarding this matter, please use the information listed below.
  

   

  SIRIUSXM Radio Inc.
  *** *** ****
  ********************************************************************
  ********** ******** ********
  *****************************
  **** *****
  ********************
  
  
  Sincerely,
  
  ********* *******
  ******** ********* ********* ****
  ************** ******* **