Complaints

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

close

Find a Location

SiriusXM Radio has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  XM Satellite Radio

  P.O. Box 33174 Detroit, MI 48232

• 

  Sirius Satellite Radio

  P.O. Box 1783 South Hackensack, NJ 07606

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

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, August 12, 2022, I received an email from Sirius XM stating that my account is coming down to the wire but they charged my card $3.97 on Thursday, August 11, 2022 for an additional three month extension. The email I received on Friday, August 12, 2022 is misleading and I am not sure why I received it. In addition, I am asking to transfer a credit from my old account to my new account for an additional six month extension.

  Business Response

  Date: 08/24/2022

  ****** *** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  Re: BBB Complaint ID ********* ***** **********
  
  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 *** **********’s
  complaint regarding being billed for service she did not subscribe to and
  determined it was due a misunderstanding concerning a $3.97 refund.
  
  On May 10, 2022, on account *******, *** ********** cancelled the subscription in her 2019 Nissan, leaving a credit
  balance of $3.97 for unused time.  On May
  28, 2022, account ******* was created for *** ********** providing her with a Platinum
  3-month complimentary trial subscription that came with the purchase of her
  2021 Lexus.  On August 11, 2022, the
  $3.97 credit on account **** was issued to the credit card on file ending in
  ****, as there was no active service on the account.
  
  A member of our Corporate Solutions Team
  spoke with *** ********** and reviewed the refund with her.  *** ********** stated that she was advised
  that the $3.97 would not be refunded as it was a low amount and told to call
  back once she got her new vehicle set up and the credit would be transferred.  We apologized that she was provided with the incorrect
  information regarding the refund and advised her that the agent she spoke with
  on this date will be retrained.  As a
  gesture of good will, we offered her 3-months of service, at no cost, to begin
  after her current trial; which she accepted.  We informed her that this service will begin in August 28, 2022 and an
  end date was set for November 28, 2022, to prevent the automatic renewal.  Should *** ********** have any additional
  questions or concerns, we ask that she 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: 08/26/2022

  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:08/15/2022

  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.

  We signed up with Siriusxm radio for 12 months , we paid our fee one year in advance, on June 2, 2022 I called and canceled with no wish to renew at the current new rate. The representative I spoke with stated I had an outstanding bill of $57 to cover the next three months even though my Sirius XL service was turned off. After arguing for over an hour with no acknowledgment from Sirius of the fact I have not renewed for these additional three months I finally gave in and said I would pay the 57 and not one ***** more. Siriusxm has basically ripped me off for $57 while I have had no service in return for this money. The agent ******* stated I would be charged in September for another three months. These people are completely out of control ,the consumer has no way to cancel this service. I need help to ensure this service is canceled and I will receive no further invoices for a service I have not had since June 2, 2022.

  Business Response

  Date: 08/24/2022

  ****** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  ************************************************************************** *****
  
  *** *** ********* ** ********* *************************
  
  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, it was found that *** ******** complaint regarding billing after requesting cancellation resulted from charges for services between the automatic renewal date of his subscription and the cancellation date.  On August 15, 2022,his subscription was cancelled as requested. We show no previous documentation for a cancellation request, prior to that date.
  
  On May 25, 2021, ****************** purchased a promotional rate 12 month subscription for his Radio Id ending in ***** to begin on June 2,2021 at the end of his trial.  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 him on May 25, 2021.  On June 2,2022, at the end of the promotional rate term, his subscription automatically renewed to a full priced package; which bills on a monthly term; however, we were unable to charge the card on file.  On June 29, 2022 and August 11, 2022, when payments were not received,the service was interrupted for non-payment.  Documentation shows that ****************** contacted ************* on June 26th and 30th and his account was removed from non-pay status, restoring his service to active status.  However,aside from updating the address on his account and requesting a copy of our Customer Agreement, we show no request for cancellation.  On August 15, 2022, his subscription was cancelled as requested, leaving a balance of $57.22 for the service period from June 2, 2022 to August 15, 2022 with a $5.00 late fee.
  
  A member of our Corporate Solutions Team reached out to ****************** to discuss his concerns and provide a resolution.  We reviewed our automatic renewal policy and promotional rate subscriptions.  ****************** stated in his complaint that he did not have service.  The loss of signal most likely occurred when the subscription went inactive for non-payment.  On August 19,2022, we cleared the $57.22 balance off his account.  On August 24, 2022, a check payment for $57.22 was posted to his account. As a gesture of good will, this amount will be refunded back to him.  We would like to advised him that refund requests for check payments made within seven (7)days of SiriusXM receiving the payment are denied in order to allow time for any bank activity against the check payment; however, can be requested immediately following the seven (7) day period.  On September 1, 2022, we will request for the $57.22 to be refunded back by check.  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.
  
  
  SIRIUSXM Radio Inc.
  
  *** **********************************
  ******************************************
  ********** ******** ********
  **** ******************
  ************** *****
  
  Sincerely,
  
  *********************************
  ****** ** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:08/05/2022

  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 checked my bank statement. Seen that I was charged 3 times on 4/3 for 1.72 8/5 for 16.63 and one still pending for 11.64. I never created this account or gave permission for account to be created or funds to be removed. I contacted them to have account canceled and be refunded and see if I can get more information. They provided me with the same info I provided them with and a refund for most recent charge but not others. Then asked if I wanted to keep the account active and use my services until 9/1 when I previously stated I have no knowledge of the account or how to access the account. They also told me that I probably did it on their website which I never accessed their site before today. Basically saying that I did it and don’t recall even after I stated several time I didn’t and have no use for their services.

  Business Response

  Date: 08/16/2022

  
  ****** *** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  Re: BBB Complaint ID ********, ******* *****
  
  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 reviewed her
  complaint and the associated account history in detail.  Our research reveals that the charges that
  *** *****’ disputes were processed via our online account center (our
  “OAC”). 

  
  On April 2, 2022, via our Online Account
  Center, a SiriusXM trial Streaming Platinum 3-month subscription was purchased
  at a promotional rate of $1.00 plus fees and taxes.  Payment was made with
  credit card ending in ****; which was left on file for future renewals. 
  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 the purchase,
  including the automatic renewal information, was sent to her email address
  ******************** on April 2, 2022 (please see attached).  On July 2, 2022, at the end of the
  promotional rate term, the subscription automatically renewed to a full priced
  package; however, we were unable to charge the credit card on file.  On
  July 29, 2022, when payment was not received, the subscription was suspended
  for nonpayment, leaving a balance of $11.24 for used time.  On August 1, 2022, a $5.00 late fee was
  added, bringing the balance to $16.63.  On
  August 5, 2022, this amount was applied to the credit card on file, bringing
  the account current and restoring service to an active status leaving a balance
  of $11.64 for the service period from August 5, 2022 to September 2, 2022.  On this date *** ***** contacted us to cancel
  the subscription; which we processed immediately and a refund of $11.64 was
  refunded.
  
  A member of our Corporate Solutions Team
  reached out to *** ***** to further discuss her complaint; however, to date, we
  have been unsuccessful in reaching her.  We
  would like to advise *** ***** that if she has any additional questions or
  concerns, she can contact the Corporate Solutions Team utilizing the
  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.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ********
  ****************************
  ********** ******** ********
  **** ********* ***** **
  *********** ** *****
  
  
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:08/02/2022

  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 June 2, 2022 I called SiriusXM to cancel my service which left a balance on my account of $198.98 that would be refunded to me. I instructed them the card on file was cancelled and I would need a paper check, they advised it would be 5-7 business days for me to receive. After not receiving the check, I called back and informed them they advised they never sent one and tried to refund the card, explained again the card was no good I would need a check. Was told again they would send and to expect in 5-7 business days. Again did not receive and used the chat feature and again same exact story - 5 to 7 days. I contact them again this time requiring a supervisor and was denied, they would have to call me back which they never did. I still have no refund and no supervisor call back

  Business Response

  Date: 08/09/2022

  ****** ** ****
  
  ****** ******** ****** ******* ************ *** ****
  ********
  ** **** **** ****** * **** *****
  *** ***** ** *****
  
  Re: BBB Complaint ID ********* ********* ****
  
  Hello
  Mediator,
  
  Thank you for contacting SiriusXM
  on ********* *****s behalf.  We regret
  that her recent experience led to a complaint with your agency.  After researching *** ****’s account, it was
  found that her complaint is in regards to a delayed refund.
  
  On May 31, 2022, upon the
  cancellation of her subscription a credit balance of $198.98 was left
  remaining.  This amount was requested to
  be returned to the credit card on file; however, due to this card being closed,
  her refund was rejected.
  
  A member of our Corporate
  Solutions Team spoke with *** **** and apologized for the delay with the refund
  and the inconvenience that this may have caused.  We informed her that
  we will issue a refund for the $198.98; which was processed on August 4, 2022,
  via check number *********.  Should *** **** have any additional questions or concerns, we ask that she 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.
  
  
  SIRIUSXM Radio Inc.
  
  *** ******* ** ********
  ****************************
  ********** ******** ********
  **** ********* ***** **
  *********** ** *****
  
  
  
  Sincerely,
  
  ********* *******
  ****** ** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 08/11/2022

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

  
  

  Good Evening,
  
   
  
  I received a message about my case with a note stating if I needed more time to contact this email address.  When I spoke to ******* **** from SiriusXM, she stated it would be up to 10 business days for me to receive my refund check.  That was on August 2nd.  I am VERY reluctant to resolve my case before having my refund check in-hand due to the 2 month back-and-forth with this company to get this check cut in the first place.
  
   
  
  I also noticed in their reply they are incorrect in the fact of my requesting the refund to the original credit card, as I told them I needed a paper check from the beginning.  Then repeated that fact the MULTIPLE times I called/chated the support team.
  
   
  
  Please allow me until the end of August 19th to respond to this case to give them their requested time for the paper check.  If I have not received the check by that date I will contact you all for further assistance.
  
   
  
  Thank you for your help with this situation... you are appreciated.
  
  
  --
  
  Thank you,
  
  ********* **** 
  
   

  
  

   

  
  

   

  
  

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

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

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  
  
  I have received a response from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  I have received my refund and am happy.  This case may be considered as closed now.
  
  
  
  Sincerely,
  
  
  ********* ****
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  On 7/28/2022, I contacted Sirius XM radio at ************** concerning a missed payment on my subscription service. I explained to the representative that my Social Security check does not get deposited until the 3rd of the month and that I will pay it then (**** per month with autopay), and he said that would be ok, and when I asked about changing the billing date, he said they could do that, just let them know when I call to make the payment. This morning,(8/1/2022), my wife checked her account online, and noticed that Sirius XM had withdrawn **** from her account, and the bank had also charged her a ***** overdraft fee. I called Sirius XM and attempted to talk to a representative, but I was constantly getting interrupted, and she explained that they only took out ****, to contact the bank concerning the overdraft fee. I told her that I should not have to, that the previous representative I talked to on 7/28 assured me everything was ok. When I pressed the matter, all of a sudden she decided she could not hear me, to move my phone. I told her I was familiar with the tactic to blow me off. I then demanded to speak to a supervisor, and after trying to avoid my request, she agreed. After about 3 minutes on hold, a woman got on the line, (sounded exactly like the representative I had been talking to). I tried to explain the situation again, and she kept on interrupting me. Finally she decided that she had trouble hearing me, and I told her that tactic does not work with me, especially since we were talking fine up until then, so I just hung up on them, because it was obvious that they were giving me the run-around. I feel that their customer service is a joke. I would also like to file a complaint with the **** or the **** whichever agency would handle the matter.

  Customer Answer

  Date: 08/03/2022

  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,
  
  *******************************