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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

    • 1,246 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:09/12/2024

      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.
      We have an email from Sirius Radio confirming that our membership has expired yet we were charged after that. After speaking with Sirius they cannot provide any details related to a contract, a phone call or message that proved that we wanted to continue our membership OR signed anything prior that would agree to continued autocharges. This type of business model has not been allowed across many other areas so I wanted to report that Sirius is still undertaking shady business practices.

      Business Response

      Date: 09/20/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ******* ******** behalf.  We regret that her recent experience led to a complaint with your agency.  After review,it was found that *** ******** complaint regarding charges to her credit card resulted from the automatic renewal of her 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.  We show no documentation of a cancellation request for the 2019 ********** prior to July 2024.

      *** ******* has been a subscriber for several years and her subscriptions have always been subject to our automatic renewal.  On June 11, 2021, *** ******* purchased an annual promotional rate subscription for $60.00 plus applicable fees and taxes for her 2019 Land Rover.  Promotional rates only apply during the initial term; after that time period, our then-current rates take effect.  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 her purchase was sent to her on this date.  On June 11, 2022, at the end of the promotional rate term, her subscription was automatically renewed to a monthly term at our then-current rate, charging $21.84 to the credit card on file.  There was a $1.00 increase on the base rate of our Music & Entertainment plan in March 2023, and all impacted subscribers, including *** *******, were notified of this prior to the price change.  On the 11th of each month from April 11, 2023, to July 11, 2024, $23.05 was charged to the credit card on file.  On July 24, 2024, SiriusXM received a change of ownership for that vehicle.  The change of ownership process, which resulted in the deactivation of the monthly subscription, was designed to stop the continuation of any subscription charges associated with vehicles that have been traded into automotive dealers. Upon the cancellation of the subscription, a credit balance of $13.39 was left remaining for unused time.  On August 16, 2024, this amount was refunded back to the credit card on file.  On September 16, 2024, as a one-time courtesy, *** ******* was provided an additional refund of $171.01 for charges that occurred from December 2023, when she stated she sold the vehicle.

      A member of our Corporate Solutions Team made several attempts to reach *** ******* by phone and email to discuss her concerns further.  On September 18, 2024, *** ******* responded to us by email, stating that she had recently spoken with someone and her issue had been resolved.  In her complaint, ********** stated that SiriusXM could not provide details related to a contract signed or anything that states she agreed to continued auto charges.  SiriusXM is in the card, not present industry (CNP). Customers do not sign any contract;however, the customer cannot sign up for service if they dont verbally agree to our Customer Agreement.  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.  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 *** ******** concerns.  If you would like to contact us regarding this matter, please use the information listed below.

       

       

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


      Sincerely,

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

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair 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.
      My 2021 jeep wrangler had a 5 year trial of ***** link and travel plus expiring on 10-23-26. The radio id *********************************** was defective and Jeep replaced the radio. New id A0dLLdhm. I called sirus non American call center and told them to transfer the radio. The old one as defective.Instead the new radio travel link and travel plus expires on 11-19-25.Now I have 2 radios listed on my jeep. They need to cancel the old radio and transfer the travel link and travel plus and fix the expiration date to 10-23-26

      Business Response

      Date: 09/13/2024

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

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

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

      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, we found that his complaint regarding a second radio subscription for his 2021 Jeep Wrangler being added to his account resulted from an agent error. 

      A member of our Corporate Solutions Team contacted ****************** to discuss his concerns further.****************** advised that he had purchased a 2021 ************* that included a 5-Year Travel Link and Traffic Plus subscription that expired on October 23, 2026.  The radio became defective, and the Jeep dealership replaced it.  Upon contacting ************* to get the replacement ********************** ID swapped out from the previous radio ID, the agent advised him that the Travel Link and Traffic Plus trial subscription would expire on November 19, 2025.  We explained that, in error, the agent activated the trial subscription that came with the replacement radio on his account instead of transferring one radio ID for the other.  We canceled the trial subscription to the replacement radio and swapped it for the current subscription.  We advised him that the Travel Link and Traffic Plus trial is now valid until October 23, 2026.  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:09/03/2024

      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.
      NO refund was issued and now Sirius radio SHUT OFF the month of September they took my money for!!!! No refund offered means you leave the radio on for the period I paid for!! This is THEFT FROM MY ACCOUNT NOW BECAUSE I PAID FOR A SERVICE YOU TURNED OFF EARLY!!!!!! Wtf

      Business Response

      Date: 09/11/2024

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

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

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

      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 understood that *** ******** complaint is regarding the expiration of the promotional rate subscription she purchased on August 31, 2022.  Once the promotional period ends, the subscription is renewed on a monthly basis at the thencurrent rate (at present $18.99 a month) plus applicable fees and taxes for each month in advance unless canceled prior to the renewal date.

      On August *******, ****************** purchased a 24-month promotional rate subscription via our ********************* for $4.99 per month, plus fees and taxes. Automatic renewal information is disclosed prior to any subscription purchase and must be agreed to in order to complete the transaction. Our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction.  An email was sent confirming the transaction; which included automatic renewal information.  On September 1, 2024, at the end of the promotional rate term, her subscription automatically renewed at our then-current rate, charging $24.32 to the credit card on file. ****************** contacted us requesting for cancellation of the subscription.  On this date, she contacted us requesting to cancel the subscription.  As audio subscriptions are non-refundable, cancellation requests will become effective at the end of the current subscription period and an end date was set for October 1, 2024, to prevent any further renewals from occurring.

      A member of our Corporate Solutions Team made several attempts to reach ****************** to discuss her concerns further; however, we have yet to be successful in speaking with her.As a gesture of goodwill, we canceled her subscription effective September ****** and issued a refund of $23.51 for unused time. Should ****************** wish to discuss this matter 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,

      *********************************
      SiriusXM Corporate Solutions Team
      ************** ******* **


    • Initial Complaint

      Date:08/31/2024

      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 cant access my account online. It indicates that my email entry is incorrect..Sirius was being responsive initially, but not now . Please advise

      Business Response

      Date: 09/06/2024

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

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

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

      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 is regarding his inability to access his account online. 

      A member of our Corporate Solutions Team made several attempts by phone and email to contact ********************** to discuss his concerns further. To date, we have yet to be successful in speaking with him.  We remain interested in speaking with him, and should he 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.


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


      Sincerely,

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

    • Initial Complaint

      Date:08/27/2024

      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 have been billed by Sirius XM Radio since July, 2020 for their services, (6.06) per month , when in fact, the ***************************** car accident on 11/19/2021.

      Business Response

      Date: 09/05/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ******* ***** ******** behalf.  We regret that her experience led to a complaint with your agency.  After researching *** ******** account, it was found that her complaint regarding being charged for a subscription on a vehicle she no longer owns resulted from the automatic renewal of her subscription after she reactivated service to the 2020 **** Edge.

      Upon review, our records show that on May 25, 2024, ****************** contacted us to activate service on her vehicle.The agent asked for the Radio ID, which she was unable to provide; however, she provided a VIN number attached to the Radio ID ending in **** in a 2020 **** Edge.  She purchased a promotional rate subscription for 12 months for $4.99 per month plus fees and taxes.  Automatic renewal information is disclosed prior to the completion of any purchase of a subscription and must be agreed to in order to complete the transaction.  A confirmation email containing the details of *** ******** purchase, including the automatic renewal information.  The credit card on file was charged $6.06 on May 25th, June 25th,and July 25th, 2024.  On August 17, 2024, the subscription was canceled, and a refund of $1.57 for an unused time was issued.

      A member of our Corporate Solutions Team made several attempts to contact ****************** by phone and email to discuss her concerns further. However, to date, we have yet to be successful in speaking with her.  We remain interested in speaking with ****************** and we ask that she contact our Corporate Solutions Team.

      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:08/26/2024

      Type:Service or Repair 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 recently received a new debit card and while checking the next payment date on my SiriusXM account I was shocked to find my new card information had been attached to my account without my consent. I then cancelled my subscription and tried to remove the card. When I was unable to I spoke with an agent to try to get the card removed and he told me he could not do it, but to "rest assured" I would not be charged. I do not trust that a company that would obtain my financially information from any other source but myself will not charge me erroneously after I have cancelled my subscription.

      Business Response

      Date: 09/03/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ************************ behalf.  We regret that her recent experience led to a complaint with your agency.  After researching ************** account, it was found that her complaint is in regard to SiriusXMs ability to obtain updated credit/debit card information.  Per the terms and conditions in the SiriusXM Customer Agreement, we may receive updated credit card information from the credit card issuer.  SiriusXMs merchant processor has an agreement with banks to provide updated credit/debit card information via their updater service. However, her credit/debit card information was not updated via this process.  

      On May 13, 2022, via our ********************** ************************ purchased a Platinum 3-month promotional rate subscription for $2.00 plus fees and taxes for her Radio ID ending in **** to begin on August 12, 2022, at the end of her trial.  She applied credit/debit card ending in **** for future renewals.  This card remained on file until April 2023, when we were unable to charge the card on file for her monthly renewal on the 20th of the month.  On April 29, 2023, via our ********************** her credit/debit card was updated to a card ending in ****, and an email was sent confirming the transaction and advising her that this card would be charged for future renewals.  Upon the May 20, 2023, renewal, we were again unable to charge the card on file.  On May 29, 2023, via our ********************** her credit/debit card was updated to a card ending in ****, and an email was sent confirming the transaction and advising her that this card would be charged for future renewals.  On July 1, 2024, ************************ requested cancellation of the subscription, and 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 July 20, 2024, to prevent any further renewals or charges from occurring.

      A member of our Corporate Solutions Team spoke with ************************ in regard to her concerns.  We assured ************************ that the credit/debit card information on file ending in **** has remained the same card on file since May 2023.  Due to the promotional rate subscription, she purchased, a credit/debit card is required to remain on the account.  We confirmed that as of July 20, 2024, her subscription was canceled.  ************************ requested to have her credit card removed from the account.  We processed her request by changing the method of payment on her account to invoice payment. 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 *** *********** concerns.  If you would like to contact us regarding this matter, please use the information listed below.

       

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


      Sincerely,

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

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair 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 have (2) cars on my SiriusXM account. When my wife got her new vehicle, I removed the 'old' car and added the 'new' vehicle. Since that time in June 2024, I have been locked out of my account. I've been told that my account is identified as a 'Large Account' and that investigation will need to take place. There has been no interruption to service in either vehicle.When I originally contacted support, it took 2 hours to get someone on the phone who could understand me enough to escalate. Once it was escalated a ticket # was created: ************* I was told that I would hear back in about 2 business days on a resolution. I never heard back. I've had to reach back out twice and each time I've been told that "it's with a case manager and they'll get back to you soon". I've always been cordial on these phone calls - as I'm sure records will show.While this is not the end of the world, there seems to be no resolution in sight. I'd like my account to be fixed.

      Business Response

      Date: 08/23/2024

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

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

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

      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 being unable to access the ********************* to manage his account.

      A member of our Corporate Solutions Team reached out to ************** to discuss his concerns further.  Due to several consolidations of his accounts over the years, in June 2024, when another account with a trial subscription on a vehicle belonging to his wife was consolidated with his account, the account became a Large Account, and due to this, he was unable to access our *********************.  We apologize for any frustration this issue may have caused, and we created a new account for the 2023 *** 3-Series and the 2024 ****** Rouge and restarted the 3-month trial that came with each vehicle.  ************** purchased a Music &Entertainment Advantage monthly plan on each vehicle to begin on November *******, at the end of the current trials. Should ************** have any additional questions or concerns, we ask that he contact u 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: 08/24/2024

      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:08/14/2024

      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 overcharged last month. I paid $7.63 a month. Now you are charging me over $20. I'm not sure why I have to call and fight with someone to get the promotional deals.Now the agent I am speaking with first tells me it was $7.99 a month, then tells me it was $8.39 a month. Which one is it? Then, they tell me my current promo expires in Sept which is a lie since I already got charged the $20.Does this agent even know what they are saying or doing?- I want my $20 reimbursed from last month.- I want my promo of $7.39 applied per month - an explanation of why this agent keeps changing their mind on price

      Business Response

      Date: 08/21/2024

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

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

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

      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 the automatic renewal of her promotional rate subscription.  Promotional rates only apply during the initial term; after that time period, our then-current rates take effect.  ************* has been provided with several promotional rate subscriptions and has been advised each time that at the end of the promotional rate term, the subscription will automatically renew to the current rates.

      On July 12, 2023, ************** contacted us requesting the cancellation of the monthly subscription to her 2019 ***** RX, which was automatically renewed on June 21, 2023, from a monthly promotional rate term to our then-current rate.  In lieu of cancellation, she accepted a promotional rate for 12 months for $5.99 per month plus fees and taxes.  Automatic renewal information was disclosed prior to the completion of the purchase and was 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 July 12, 2023. On July 12, 2024, at the end of the promotional rate term, her subscription automatically renewed at our then-current rate, charging the credit card on file $24.20 on this date and again upon the ****** 12th renewal.  On ****** 14, 2024, ************** contacted us via our Chat option due to the price increase and requested for a lower-cost subscription.  The agent reviewed her account and saw that she had several promotions in the past; which automatically renewed at our then-current rates.  The agent then offered her our monthly Advantage Plan for $8.49 per month.  Advantage plans do not renew to full price at the end of a term. They will continue to provide the customer with savings without the need to call back to get a lower rate.  ************* rejected this offer stating that she wanted the same promotion she already had.  She then requested to speak with a manager.  The manager explained the Advantage Plan to her and then confirmed with her that she was previously paying $5.99 per month plus fees and taxes for a total of $7.27 and explained that even though the Advantage plan is $8.49 she would not need to contact us back at the end of the promotional rate term as the Advantage Plan renews at the same rate monthly and if there is a price change, she would be notified in plenty of time prior to the change.  She was then advised that she could be provided with a promo for 12 months for $7.99 per month plus tax.  ************** then stated she was going to the BBB and the chat was disconnected.

      A member of our Corporate Solutions Team reached out to ************** to discuss her concerns further. We corresponded with ************** via email explaining the renewal of her promotional rate subscription, advising her that we would be happy to provide her with another promotion, and asking her to contact us so we could review the current offers.  ************* responded by stating she wanted a promo similar to what she had and did not want any agents trying to upsell her. We offered her the same promotional rate subscription she previously had and advised her of the automatic renewal at current rates.  ************** agreed to this offer and asked why the agent kept trying to charge her more. We explained that we have several different promotions available.However, they are not fixed promotions and can change at any time.  The Advantage Plan she was offered is a bit more expensive than the current promo she is on; however, it does not renew to full price at the end of a term, and it continues to provide savings.  We apologize for any frustrations she may have experienced during her chat with our agents as this is not our intended outcome.  As a one-time courtesy, we issued a refund of $48.40 for the July and ****** charges. 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 *** ****** concerns.  If you would like to contact us regarding this matter, please use the information listed below.



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


      Sincerely,

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

    • Initial Complaint

      Date:08/09/2024

      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 was charged $9.99 for a membership by Sirius XM. I canceled my subscription and was only refunded $5.43. I spoke with ********************* of customer support. He refused to fully refund me my $9.99.

      Business Response

      Date: 08/16/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ********************* behalf.  We regret that her recent experience led to a complaint with your agency.  After review, *** ********** complaint is regarding not receiving a full refund after the cancellation of her subscription.

      A member of our Corporate Solutions Team reached out to ********************* to further discuss her concerns. We found an account with the information provided in the complaint.However, this account has been inactive since October 2022, and as it was a Streaming Trial setup, there were no charges. ********************** activated the service through a 3rd Party provider.  We explained that we are unable to access any 3rd Party accounts and advised her to dispute the remaining refund amount of $4.56 with her credit card company.

      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,

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

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair 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 tried to cancel this service several times but they tell me they can't verify my account but they continue to charge me a monthly fee of more than $25 a month. I have requested my credit card company to deny the charges but they continue to be billed to my account.

      Business Response

      Date: 08/13/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ***************************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, *** ****** complaint is a request for cancellation of his subscription. 

      A member of our Corporate Solutions Team spoke with ************** and we cancelled the Music & Entertainment monthly subscription to Radio ID ending in ****.  We provided the cancellation number *********** and requested a refund of $23.56 that was issued on August 9, 2024, to the credit card on file.  ************* stated that he does not want to be contacted by SiriusXM and we updated his account with this Do Not Contact request. While we make every effort to honor his request as soon as possible, it can take up to 5 business days for telephone calls, 10 business days for email,and up to ************************************** all our systems.  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 Mr. ****** concerns.  If you would like to contact us regarding this matter, please use the information listed below.


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


      Sincerely,

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

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