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Business Profile

Radio Stations

SiriusXM Radio

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Radio Stations.

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

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.

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    Customer Complaints Summary

    • 1,247 total complaints in the last 3 years.
    • 390 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Resolved
      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 sold my vehicle and cancelled siriusxm on the vehicle. I called them and had it cancelled. I saw a couple of months later that they were still charging me for the expedition. I also have it on my Ram pickup. So I called them again to cancel. I got a notice on email that I owed them for both the ram and expedition a few days ago. I spoke with them and they said they don't show I cancelled so they can do nothing about it. I cancelled both vehicles today. This time I got verification numbers. They want me to pay for the expedition through today. I told them I wasn't going to pay them because they owe me money. THey do not listen when you talk. THey must have a script they use because they just keep saying the same thing. I want the money refunded from when I sold the expedition which was August 2 2024 and them to drop this. I imagine they will put in a past due on my credit account and want that stopped.Thanks for looking into this

      Customer Answer

      Date: 11/04/2024

      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:10/23/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 reactivated my service on 10/5 and was told the $14.48 was all I needed to pay until the next month. I was then charged a second time on 10/6 for $5.97, which I let that one slide. However, this morning on 10/22 I was charged a third time for $*****. I contacted Sirius chat online from my account, explained everything I just typed above and have been called a liar by the agent telling me I was not charged ANYTHING on 10/6. I replied that I would be more than happy to submit my bank statement showing the charges, to which I was told "please do, we do have your account record so it is lie". I downloaded the screenshots from my bank and when I told them I was ready to send them I was ignored and constantly offered to lower my package instead of refunding the third charge. I again said I have the pictures where do I send them, and was told my account does not support that. ???? I told him to just cancel my service and send me the third charge back and we would be good, and he refused. I told him if I didn't get a refund then I would contact the BBB which he didn't care, now I see why because they cant even get accredited. So I am uploading transcripts and my bank screenshots showing where I was right and did get charged 3x in less than 20 days, so that others will know how shady this business evidently is. They are supposedly going to issue a partial refund for the ***** charge but it is going to take a business week to get it if I even get it. So this dude has lied about not being able to issue refunds. See all screenshots where I was told it is not allowed, blah blah blah. This company does NOT care about the customer just stealing your money.

      Business Response

      Date: 11/04/2024

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

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

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

      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 the complaint is in regards to being charged $16.88 after making a payment for $14.48.


      Mr.******* signed up for a 12 months of service for $8.99 per month plus fees and taxes on November 22, 2023, and paid for the service via credit card **** that was left on file for future renewals. Upon the August 22, 2024, renewal date, we were unable to charge the $10.91 monthly balance to the credit card on file. On September 18, 2024, when payment was not received, his subscription was suspended for non-payment, leaving a balance of $9.48 for used time for the service period from August 22, 2024 to September 18, 2024. On September 21, 2024, a $5.00 late fee was added, bringing the balance to $14.48. On October 5, 2024, *** ******* contacted us and updated the credit card on file to a card ending in **** and made a payment for the $14.48 balance bringing the account current and restoring the subscription to active status. A balance of $5.97 was left remaining for the service period from October 5, 2024 to October 22, 2024. On October 22, 2024, his monthly subscription again renewed, charging the card on file $10.91. On this date, through a conversation with ************** he was provided a refund of $5.00 that was issued on October 24, 2024. In addition, he was provided a promotion for 12 months of service for $4.99 per month plus fees and taxes to begin on November 22, 2024.


      A member of our Corporate Solutions Team made several attempts to reach *** ******* to discuss his concerns further. To date, we have yet to receive a response. We remain interested in speaking with *** ******* should he wish to discuss his issues 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,


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

    • Initial Complaint

      Date:10/16/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was on a year contract with Siriusxm from September ******* to September 18th 2024 for $5.99 a month. It wasn't a promotion, I called and asked the representative to cancel the other plan, which was a premium plan I didn't know I was on. She said there was a plan of $5.99 because I only listen to 5 channels. It wasn't a promotion. So now that it has expired. I called Siriusxm October 12th 2024 and the representative said that I was on a promo and that you have no other plans,I'll have to pay $8.99 because of royalties((something to that word). I then requested a mgr and no one has responded

      Business Response

      Date: 10/22/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on *** ******* behalf. We regret that his recent experience led to a complaint with your agency.  After researching, we understand that *** ******* complaint concerns the expiration of the promotional offer of 12 months for $72.00 plus applicable fees and taxes.  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.  *** ****** has been a SiriusXM subscriber since September 2016 and his subscriptions have been subject to SiriusXMs automatic renewal policy over the years.

      On September 18, 2023, *** ****** accepted a promotional offer of 12 months for $72.00 plus applicable fees and taxes in lieu of cancellation.  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 September 18, 2023.  On September 18, 2024, 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 $23.05 balance to the credit card on file.  On October 15, 2024, when payment was not received, his subscription was suspended for non-payment, leaving a balance of $20.82 for used time since renewal.  On October 18, 2024, a $5.00 late fee was added, bringing the balance to $25.82.

      A member of our Corporate Solutions Team contacted ********* to discuss his concerns further. We reviewed our automatic renewal policy and promotional rate subscriptions. We offered to provide him with the same promotional rate subscription he previously had; which he accepted.  Upon removing his account from non-pay status, his subscription was restored to active status, leaving a balance of $46.46 for the service period from September *******, to November 18, 2024.  As a one-time courtesy, we cleared this balance.  Upon changing the subscription to the 12 months for $72.00 promotional rate subscription, a credit of $20.82 was left remaining from the $46.46 credit that was placed on his account to clear the previous balance.  The $51.18 balance was applied to a credit/debit card ending in ****.  An email was sent to *** ****** confirming the transaction; which included automatic renewal information.  ***************** 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,

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


    • Initial Complaint

      Date:10/08/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Business wouldnt remove my card on file. You cant cancel this service online without talking to multiple people. Refund was not given. They make it nearly impossible to cancel their service a

      Business Response

      Date: 10/17/2024

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

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

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

      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 canceling his subscription and removing his payment information online.  ************************* (***) does not allow for cancellation or the removal of a credit card as the method of payment.  Both of these requests require speaking with one of our agents.

      On May 8, 2024, *** ***** purchased a 3-month Platinum promotional rate subscription for $2.00 plus applicable fees and taxes.  Automatic renewal information is disclosed prior to the completion of any subscription purchase and must be agreed upon in order to complete the transaction.  A confirmation email containing the details of *** ****** purchase, including automatic renewal information, was sent to him on May 8, 2024.  Once the promotional period ends, the subscription is renewed on a monthly basis at the then-current monthly subscription rate (at present $23.99 a month) plus applicable fees and taxes for each month in advance unless canceled prior to the renewal date.  We reviewed the call from May 8, 2024, and *** ***** was advised of these terms and he stated he would contact us back in August before the end of the term.  On August 8, 2024, at the end of the promotional rate term, his subscription was automatically renewed at our then-current rate, charging $30.86 to the credit card on file on this date and again upon the September 8, 2024 renewal.  Upon the October 8, 2024, renewal, we were unable to charge the card on file.  On this date, *** ***** requested for his subscription to be canceled.  As audio subscriptions are non-refundable and cancellation requests become effective at the end of the current subscription period, an end date was set for November 8, 2024.  An email was sent confirming the transaction,which provided cancellation number 893-DDH-613 and the $30.86 balance owed for the service period from October 8, 2024, to November 8, 2024.  As a one-time courtesy, his account was credited the $30.86 for his account to reflect a zero balance.

      A member of our Corporate Solutions Team spoke with ******** to discuss his complaint.  We canceled his subscription effective October 10, 2024. As a gesture of goodwill, we requested that the $61.72 be refunded to him so that he would have the full renewal charges from August and September refunded.  We removed *** ****** credit card information from his account and provided him with our contact information if he had any additional concerns.

      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:10/07/2024

      Type:Billing Issues
      Status:
      Resolved
      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 cancelled my XM subscription on my 2023 Acadia on September 8th and they are still trying to charge me for the full amount for the next 6 months?? I was told they would credit the entire amount immediately by a supervisor. Need to be contacted by an American representative and the amount credited as I was told.

      Customer Answer

      Date: 10/07/2024

      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:10/06/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 a subscription to Sirius xm that I prepaid for. I received an email stating I sold my car and my subscription was canceled. I never sold my car, nor did I authorize anyone to cancel my subscription. I contacted Sirius xm, and even though this was their error. They refused to reinstate my account unless I paid again. They canceled my prepaid subscription without my knowledge or permission and expect me to pay again? Absolutely ridiculous, I wonder how much money they make by doing this to unsuspecting customers.

      Business Response

      Date: 10/16/2024

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

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

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

      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 regarding the deactivation of service to his 2019 ***** Accord resulted from SiriusXM receiving a change of ownership record from an automotive dealership for that vehicle. The change of ownership process that resulted in the deactivation of his Music & Entertainment promotion for 24 months for $6.06 per month was designed to stop the continuation of any subscription charges associated with vehicles that have been traded into automotive dealers.

      On September 20, 2023, via our ********************** *** ****** purchased a promotion for 24 months for $4.99 per month plus fees and taxes to begin on October ******, at the end of his 3-month complimentary trial subscription which was activated on July 7, 2023.  On October ******, the subscription to his 2019 ***** Accord was deactivated after SiriusXM received a change of ownership record for that vehicle.  Upon cancellation of the subscription, a credit of $0.59 was left remaining for unused time.

      A member of our Corporate Solutions Team made several attempts to reach *** ****** by telephone and email to discuss his concerns further. However, to date, we have yet to be successful in speaking with him.  In his complaint, *** ****** stated that upon contacting SiriusXM to reactivate the service, he was expected to pay again.  We apologize for any misunderstanding that occurred when he contacted us via our Chat option.  As his subscription was due to automatically renew on October 7, 2024, he would have been charged $6.06 for the service period from October 7, 2024, to November 7, 2024, upon the reactivation of his subscription on the same promotional rate he had prior to the cancellation, he would have been charged $6.06 for the month.  We understand that *** ****** did not request for his subscription to be canceled,and we believe that the Radio ID associated with his vehicle may be linked with another vehicles VIN, which is the reason we received the change of ownership.  We remain interested in speaking with ********** and we ask that he contact our Corporate Solutions Team should he wish to discuss his concerns 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,

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

    • Initial Complaint

      Date:10/04/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was recently renewing my plan and was told I would review the same plan for $6.99 per month. Upon signing up I found I had been downgraded to a lower plan. **************** has not been helpful

      Business Response

      Date: 10/14/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ***** ********* behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ********* account, it was found that his complaint regarding the channel line-up for the subscription he was offered not being the same as he previously had resulted from an agent error.

       

      On September 20, 2023, *** ******** purchased a promotional offer of 12 months of **************** for $4.99 per month, plus applicable fees and taxes. Automatic renewal information is disclosed prior to the completion of any subscription purchase 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 this date.  On September 17, 2024, *** ******** contacted us as he received notice that his subscription would automatically renew on September 20, 2024, to our Music & Entertainment package at the then-current monthly subscription rate (at present $18.99 a month) plus applicable fees and taxes for each month in advance unless canceled prior to the renewal date.  He asked the agent if there were any other promotions available and was offered 12 months of Music & ********************* for $6.99 per month.  *** ******** asked if he would still have the same channels that his current subscription had and was advised he would.  However, our Music & Entertainment package contains fewer channels than our Platinum package.  On September 21, 2024, *** ******** contacted us back as he was not getting all the channels he previously had.  He was advised of the difference in the package he purchased and was offered the Platinum package for $10.99 per month.  He explained that he had been advised by the other agent that his channels would remain the same, and when he was advised that he could not be provided with the same promotion he previously had, he requested the cancellation of the subscription.  The agent advised that an end date would be set for October 17, 2024, at the end of his current monthly term, as our audio subscriptions are non-refundable.

       

      A member of our Corporate Solutions Team reached out to *** ******** to discuss his concerns further. We changed his Music & Entertainment package to a Platinum promotional rate subscription for $4.99 per month. We explained that this particular promotion automatically renews at the end of the 12 months to a Music & Entertainment package at our then-current rate.  We apologize for any frustrations *** ******** experienced and in addition, we would like to advise him that the agent he spoke with will receive further training. Should *** ******** 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,

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

    • Initial Complaint

      Date:09/30/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Earlier this month I received a call to restart my radio service I did for two vehicles. Only was radio one car had service. I filed a complaint with BBB I received a call from corporate my service was restored with one month free. Today our service is off again the screen displays call ************ to subscribe with all in infomercial about the service of SiriusXM.The old case was just closed about two weeks ago We have no service

      Business Response

      Date: 10/09/2024

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

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

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

      Hello Mediator,

      Thank you for
      contacting SiriusXM on **** **********’s behalf.  We regret that her recent experience led to a
      complaint with your agency.  After review,
      it was found that **** **********’s complaint was in regard to the loss of
      signal.  Signal loss can occur for a number of reasons, from the technology
      in the vehicle or factors in its local environment to the cancellation of the
      associated subscription or deactivation due to non-payment.  **** **********’s subscription remained
      active during the signal loss she noted in his complaint.

      A member of our
      Corporate Solutions Team reached out to **** ********** to discuss her concerns
      further.  She informed us that the radio
      had been replaced in her 2021 Enclave by the dealership.  We confirmed the Radio ID active on her
      account was the same Radio ID showing in her vehicle.  We sent a refresh signal and her radio began
      working.  We advised her that if the
      signal continues to drop, there may be an issue with the radio itself, and she
      may need the dealership to take a look at it. 
      **** ********** was provided with our contact information should she have
      any additional concerns. 

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


      SIRIUSXM Radio Inc.
      *** *** ****
      ****************************
      ********** ******** ********
      **** ****** ** *** ********
      **** *****
      *** ***** ** *****


      Sincerely,

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

    • Initial Complaint

      Date:09/22/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged $40.35 for 4 months of service and there was an available rate of $5 per radio available. Upon call they wouldn't give me the proper credits and charge me the $5 for those for ********* doesn't make sense to continue to pay for this high price service if you over it for $5

      Business Response

      Date: 10/03/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ******** **** behalf.  We regret that her recent experience led to a complaint with your agency. After researching, we understand that *** **** complaint is regarding the expiration of the promotional offer of 12 months at $5.99 per month plus applicable fees and taxes on each of her two vehicles.  Once the promotional period ends, the subscription is renewed on a monthly basis at the then-current monthly subscription rate (at present $18.99 a month for the primary subscription and $13.99 for the 2nd subscription) plus applicable fees and taxes for each month in advance unless canceled prior to the renewal date. 

      *** *** has been a subscriber for several years and has been provided several promotional rate subscriptions that have been subject to our automatic renewal policy.  On June 15, 2024, at the end of the two promotional offers of 12 months at $5.99 per month plus applicable fees and taxes, her two subscriptions automatically renewed at our then-current rate, charging the credit card on file $40.03 on this date and again the 15th of each month through to September 2024.

      A member of our Corporate Solutions Team reached out to *** *** to discuss her concerns further. We reviewed our automatic renewal policy with promotional rate subscriptions. As a one-time courtesy, we refunded $101.96 to the credit card on file. This amount constitutes the difference between the promotional subscription fees paid by *** *** and the sum for the four months at our regular rate.  In addition, she was provided with another promotional offer, one for 12 months at $5.99 per month plus applicable fees and taxes on each of her two vehicles.  Automatic renewal information was disclosed prior to the completion of her purchase and was agreed to in order to complete the transaction.  Confirmation emails containing the details of her purchase, including the automatic renewal information, were sent to her on September 26, 2024.  ************** 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:09/17/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a customer of ********************** for 5 years. They like to sign you up for a rate and after a year they change your pricing to full. I understand that its a contract you sign with them. However when I tried to cancel my service after being billed full price and not using the service. I was charged this morning at 3am. I am canceling at 8:30. I am informed I cannot be refunded. *********** was the cancellation code I was provided. I then informed the representative what he said was a lie and they certainly could refund me for services unused. I was told that a policy they implemented in march wouldn't allow that.Due to our new policy in regards to all plans are now non-refundable that take effect last March *******. I demanded a refund and for my services to be canceled immediately. Again I was flashed this new policy. I told them that was insane and I would be contacting the BBB. Strangely enough upon mentioning my complaint my issue was "escalated" and they issued me a refund. If I had not fought with this company and demanded a refund they would have gotten away with lying and theft. I would like to have this practice of giving the customer the run around ended I don't believe that they should be allowed to tell people that they cannot issue a refund if its not true. Retention is a hard job but that seems like a way to deceive and lie to the American consumer and shouldn't be allowed.

      Business Response

      Date: 09/27/2024

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

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

      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 his complaint is in regard to our cancellation process.  Per the terms and conditions 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.  Customers were notified in advance via email of this change.  With the change, account changes, such as cancellations or changes in the subscription term, take place at the end of the billing period.  This change was made to create a more consistent experience across the various platforms our service is sold on.

      On September 17, 2024, the promotional offer of 12 months for $5.99 per month,plus applicable fees and taxes, *** ****** purchased in September 2023,automatically renewed at our then-current rate of $18.99 plus applicable fees and taxes, per the terms and conditions in our Customer Agreement. On this date,*** ****** contacted us via our Chat option to have the subscription canceled and get a refund for the $23.90 charge. The agent advised him that audio subscriptions are non-refundable and an end date will be set for October *******, to prevent any further renewals from occurring.  *** ****** stated that he wanted his subscription canceled immediately with a full refund. Again he was advised that audio subscriptions are non-refundable, and cancellation requests will become effective at the end of the current subscription period.  Upon again insisting that his subscription be canceled immediately, the agent escalated his request to our Support Team, who processed the cancellation immediately, leaving a credit of $23.90, which was issued on September 24, 2024, to the credit card on file.  

      A member of our Corporate Solutions Team reached out to *** ****** via telephone and email to discuss his concerns further. We received an email response from *** ****** advising that he would like all correspondence recorded and requested that we continue any conversations by email.  We responded to his email reviewing the transactions that occurred on his account and confirmed his subscription was canceled on September 17, 2024, and he will receive a refund for the $23.90 charge that occurred on this date.  ***************** wish to discuss this matter 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.
      *** *** ****
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      Sincerely,

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

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