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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:08/04/2024

      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 have an account with ********************** and I tried to cancel the service for one of my vehicles. The process for cancelling an account with this company is very cumbersome and has many steps until you finally get the opportunity to get the service cancelled. This business practice is unethical in my opinion because they automatically increase your rates after the trial period and make it very difficult to change or cancel the service.They provide a very easy way to set up a new receiver but make it difficult to change or cancel your service. This type of business practice should not be allowed. Thank you.Account number **************

      Business Response

      Date: 08/09/2024

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

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on *************************** behalf. We regret that his recent experience led to a complaint with your agency. After researching ********************** account, we found that his complaint concerns our cancelation process. 

      Our records indicate that on August 4, 2024, ******************** contacted us to cancel his SiriusXM radio subscription. Audio subscriptions are non-refundable, and cancellation requests will become effective at the end of the current subscription period.  An end date was set for September 4, 2024, to prevent the automatic renewal from occurring. He was provided with a cancellation number of ***********, and an email was sent confirming the cancellation, which included the cancellation number.   

      A member of our Corporate Solutions Team reached out to ******************** to discuss his concerns further; however, we have yet to speak with him.  Per our Terms and Conditions in the Customer Agreement, in order to cancel a subscription, the customer has the option of contacting us via telephone or online via chat or text messaging.  During the cancellation process, agents may present customers with special offers inviting them to remain SiriusXM subscribers.  We have canceled the subscription effective August 5, 2024, which left a credit of $22.31 remaining.  This credit will be used towards the renewal of his active subscription.  We apologize if ******************** was left with a negative impression of our cancellation process; as that is not our intended outcome.   Should ******************** have any further questions or concerns, we ask that he contact us utilizing our contact 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:07/23/2024

      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.
      DO NOT BUY!!!! SCAM SCAM SCAM SCAM SCAM. I activated a free trial and thought I cancelled because I received an email saying that it was cancelled. unfortunetely I did not realize until today that the email was from a sender that was not actually sirius XM. I called the exact same day this company took the payment and cancelled that day meaning I have not used a bit of this subscription. They still are refusing to refund me saying that is it nonrefundable. There is no legit company that won't just give you your money back especially when you cancel the same day it renews and don't use the service. MONEY HUNGRY COMPANY. As someone who works in customer service. These ppl are not concerned about the quality of their customer service and it is extremely clear through all 5 interactions I had with each of their employees. DO NOT SPEND YOUR MONEY WITH THESE SCAMMERS.

      Business Response

      Date: 08/05/2024

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

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

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

      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 concerns a trial subscription to SiriusXM that she activated through a 3rd Party.

      A member of our Corporate Solutions Team spoke with ************** regarding her complaint. We explained to her that we are unable to access accounts purchased through a third-party provider, and she would need to contact the provider to receive a refund. As a gesture of goodwill, we provided her with three months of service for her 2013 ****** at no cost. 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.


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


      Sincerely,

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

    • Initial Complaint

      Date:07/21/2024

      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 am trying to cancel my SiriusXM subscription, but there is no way to do it online. I have tried several times over the past few months.They only give an option to "Chat To Cancel", and the option to chat online is always greyed out, even though they claim to be available 24/7. The only option left is to call them directly to chat.As I understand it, in ********** (where I reside) it is against the law to not give the option to un-subscribe directly online to a subscription service.

      Business Response

      Date: 07/31/2024

      **** *** ****

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ****************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, it was found that *** ******* complaint was regarding an online subscription cancellation option.  Our online chat support agents are available to assist eligible California subscribers with their cancellation requests as an alternate option to canceling via telephone.  On July 21, 2024, his subscription was canceled and an email was sent confirming the transaction and providing cancellation confirmation number ************

       

      Our Corporate Solutions Team has made several attempts to reach out to ****************, both via telephone and email, to discuss his complaint and address his concerns. Despite our efforts, we have not been able to connect with him. We want to reassure **************** that our online chat support agents are available to assist eligible California subscribers with their cancellation requests, providing an alternate option to cancelling via telephone. We are also fully staffed to handle cancellation requests via telephone. To chat with SiriusXM on our website, its important to disable any pop-*** and/or ad blockers for the chat function to work. The greyed out chat button on our website was due to the presence of pop-*** and/or ad blockers.  We apologize if **************** was left with a negative impression of our cancellation process; as that is not our intended outcome.  Should **************** wish to further discuss his 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:07/21/2024

      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 received a promotional e-mail (screenshot files attached) offering a $25 **** **** CARD with 2 months paid subscription. I met the terms of the offer & have called 5 times regarding not receiving the gift card in the stated time frame. I was given my 1st Dispute Ticket # ************ on 6/3/24 (never got a phone call as promised within 7-10 days) & spoke to "***". I Previously had made a phone call regarding this issue once before the 6/3/24 call & was told the issue would be "escalated". Called again on 6/14/24 (was given a new ticket # ************) & spoke to "*****". Still no phone call although another claim of "escalating" the issue was made. At one point I was offered a 25 credit to my account & told them that is not what was offered: I requested a $25 **** **** CARD as that is specifically what the advertisement offered. I called on 6/27/24 & spoke to "*****" & was told the gift card would be e-mailed. I got a voicemail on about 7/1/24 from "******" saying he was assigned my case & assured me the gift card would be sent within a week. (It wasn't). I called on Friday 7/12/24 & spoke to "******" explaining my obvious frustration with the situation. She assured me the issue would be resolved & stated that she would call me on Monday or Tuesday 7/15 or 7/16/24 to follow up. She never called back & I still don't have the gift card. I also filed a written complaint via the SiriusXm website. Attached are screenshots of the e-mail offer I received & of my payment history which clearly shows I met the terms of the offer. (had to pay for at least 2 months ******** ******** just have Sirius radio send the **** CARD AS ADVERTISED. Thank you for your help!

      Business Response

      Date: 07/31/2024

      **** *** ****

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on *********************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, it was found that *** ******** complaint is in regard to not receiving a $25.00 **** Gift Card that came with a promotional rate offer he received.  On March 31, 2024, via our ********************** ****************** purchased a promotional subscription for 12 months for $3.99 per month plus fees and taxes. This promotion included a $25.00 **** Gift Card that would need to be redeemed through a link provided by an email once the offer is purchased.  Gift cards will be mailed within 4-6 weeks of verification of paid service minimum.  Unfortunately,the incorrect subscription was purchased, and ****************** did not receive the Gift Card redemption email.

      On July 22, 2024, our Corporate Solutions Team spoke with ****************** to further discuss his concerns.  We apologized for any inconvenience he experienced and advised him that his issue had been escalated.  We received confirmation on this date that a new card would be issued and informed him that it can take 2-4 weeks for processing.  ****************** was provided with our contact information.Should the card not be received within this timeframe, he can reach back out to us directly.

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


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


      Sincerely,

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

      Customer Answer

      Date: 08/03/2024

      Better Business Bureau:

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

      My first contact with Sirius regarding not getting the Gift Card as advertised was on 6/3/24. Attached is a record of the ad I received via e-mail along with a record of my payments showing I clearly met the offer terms.

      Also attached is a screenshot of a written complaint to Sirius (via their website form) noting my various attempts to resolve the issue well before the 7/22/24 date ************ mentioned in his response to the BBB.

      I have basically received an endless string of false promises & so called "escalations" of this issue. I  have still not gotten the gift card as promised. The customer service has definitely not been "stellar" as he mentions. 

       

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/09/2024

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

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

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

      Hello Mediator,

      We have received *** ******** rejection regarding not receiving a $25.00 **** gift card that was included with the purchase of a promotional rate subscription.  Per the terms and conditions of this offer, activations of this offer with a sales representative will not be eligible for the gift card. This offer needed to be purchased online.  On March 21, 2024, after *** ******* purchased the subscription online, he contacted ************* to upgrade the subscription to our Platinum package, when the package was changed by a representative the offer was no longer eligible.  On June 21,2024, a $25.00 service credit was applied to his account.

      A member of our Corporate Solutions Team reached out to ****************** to discuss his concerns further. We advised him that we had escalated his issue and that he would be sent the $25.00 **** gift card.  On July 23,2024, we processed the request; however, it can take 2-4 weeks to receive. ***************** stated that until he receives the gift card, he will not consider the complaint to be closed.  We understand that ****************** wants to keep the complaint open; however, we are required to provide a written response to the Better Business Bureau within a certain time frame.

      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.
      To: ***************
      ******************************************
      ********** ******** ********
      *****************************
      **** *****
      ********************


      Sincerely,

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

      Customer Answer

      Date: 08/13/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
      This has been one of the poorest examples of "customer service" I have ever experienced.  What could have been resolved after my 1st phone call was dragged out for ~10 weeks. Why a company would waste their own & my time like that is beyond comprehension. Numerous times I was told the case was "escalated" yet still no results. False assurances of  gift card delivery were numerous & the timeline for delivery seemed to keep changing. Simply having an employee with the proper authority cut through the nonsense & e-mail me the card after any of my numerous contacts with Sirius would have been the obvious solution. There are inaccurate statements made by Sirius XM in their response to the BBB, but I will consider the matter resolved as I FINALLY did receive the gift card.  "Fostering trust with the consumer" was definitely not the case.  I certainly would think long & hard before doing business with them in the future
      Sincerely,

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



       

    • Initial Complaint

      Date:07/21/2024

      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 did not catch this until I received a text from my credit card that they were trying to charge my account 3 times in one day this week for SiriusXM radio. I had cancelled my subscription several years ago and did not renew because I have a different cheaper service and do not need or want their product. That being said, I never signed up for this and I went back and tracked that they have been charging my account since December 7, 2023. I have never used this product since 3-4 years ago, and I never signed up for this to be started again.

      Business Response

      Date: 07/30/2024

      **** *** ****

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ******************* behalf.  We regret that her recent experience led to a complaint with your agency.  After reviewing her account, it was found that *** ******** complaint is in regard to charges related to the automatic renewal of her subscription after he claims to have requested cancellation several years ago. 

      On November 15, 2016, ****************** purchased a 12-month promotional rate subscription to SiriusXM for her *********************************************************************************** **** to the account for future renewals. Our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction. 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. Her subscription continued to automatically renew until December 1, 2019.  On this date, ****************** contacted us requesting to cancel her subscription, which we processed immediately, and a refund of $247.51 was issued.  On December 6, 2023, via our *********************, ****************** re-activated the radio on a Platinum promotional rate subscription for 12 months for $3.99 per month, plus fees and taxes; a credit card ending in **** was added to the account for future renewals.  Our online process requires the purchaser to affirmatively check a box agreeing to the automatic renewal terms to complete the transaction.  A confirmation email containing the details of *** ******** purchase, including the automatic renewal information, was sent to her on December 6th, 2023 (please see attached).  Her subscription was automatically renewed on the 6th of each month through to July 6,2024.  On July 20, 2024, she contacted us requesting cancellation of her subscription.  Per the terms in our Customer Agreement, effective March 15, 2024, audio subscriptions are non-refundable, and cancellation requests will become effective at the end of the current subscription period,so an end date was set for August 6, 2024, to prevent the automatic renewal.  On July 22, 2024, she contacted us back,requesting for the subscription to be canceled immediately and a refund issued.  We canceled the subscription on this date,and a refund of $ 2.34 for unused time was issued.

      A member of our Corporate Solutions Team made several attempts to reach ****************** by telephone and email to discuss her concerns further. To date, we have yet to be successful in speaking with her.  We remain interested in speaking with ***************** and ask she contact us should she wish to further discuss her complaint. 

      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:07/19/2024

      Type:Customer Service 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 been a loyal customer for years. My reward continual price increases. I am up to $29.99 a month. I was just paying $9.99 which is more in line with the service. $30 a month is too much. I am disabled and on fixed income. These increases will price me right out of the service Io love. Having PTSD and anxiety music is very important to me as stress relief.

      Customer Answer

      Date: 07/22/2024

      Better Business Bureau:

      I spoke with ******* customer service. They were wonderful and took care of my issue quickly. They listened well and got me squared away. I will continue to be a loyal customer. Top notch service!

      Sincerely,

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



       

    • Initial Complaint

      Date:07/16/2024

      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.
      Serius XM has repeatedly over the past several years, processed my account as a auto renewal after I have clearly told the rep that I do not consent to auto renewal when I pay for the new subscription. The first time it happened I took it as an honest mistake. The second time they charged me an insane renewal amount and I had to jump through hoops with speaking with supervisors for them to finally see I did not agree to auto renewal so they knew what they did was wrong. We ended up agreeing on a lower amount and I paid with a different card and they refunded my other account. I made it very clear to that supervisor that I did not want this to happen again. They assured me that my card info is deleted and I would not be set up for auto renewal. Well they sent me an invoice with renewal price. I called in to see if they could do cheaper as I felt the price was way too high. I declined their offer and stated I would not renew. A few months go by and today when I check my mail I received a past due bill from them for $47.21 saying it is due immediately. I called customer care right away. Offices were closed so it put me on a chat with a rep via text. The rep then tells me that my account was auto renewed and that since payment was never received they suspended service and are collecting on the time used that wasn't paid for plus a late fee. Then states that on the 12th of this month the account was closed and balance was written off so nothing is owed. First I feel this is fishy as all heck. Second is when I requested an email to be sent stating the zero balance the rep stated they could not and that I need to refer to my online account for this information. I have never set up an online account with them. Nor do I want to. I would like some assistance getting that document if you could kindly assist. As well as I felt this deserves a investigation into the business as I am sure I am not the only one they do this to and some people may fall for it and pay them. Thanks

      Business Response

      Date: 07/24/2024

      **** *** ****


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


      Re:BBB Complaint ID ********, ***********************


      Hello Mediator,


      Thank you for contacting SiriusXM on *** ****** behalf. We regret that his recent experience led to a complaint with your agency. After researching, it was found that *** ****** complaint concerns the automatic renewal of promotional rate subscriptions at the rates in effect at the time of each renewal and our cancellation policy.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. SiriusXM is an automatic renewal company.  Effective March 15, 2024, audio subscriptions are non-refundable, and cancellation requests will become effective at the end of the current subscription period. Subscribers were notified by email and mail of the terms change before March 15, 2024.

      On May 9,2023, ************** purchased a 12-month Platinum promotional rate subscription for $107.88, plus fees and taxes.  Agents advise subscribers of the automatic renewal of their subscription at the point of sale, and an email was sent to confirm the transaction, which also included automatic renewal information. On May 9, 2024, at the end of the promotional rate term, his subscription was automatically renewed at our then-current rate,and an invoice for $254.76 was sent.  We could not locate any request to cancel the *******.  On July 14, 2024, *** ****** ******* was terminated. He had a bill owing of $47.21 for the time used; the balance was cleared, and his account shows zero balance. A member of our Customer Solutions Team made several attempts to reach ************** by telephone and email to discuss his concerns further; however, we have yet to be successful in reaching him. We would like to inform ************** that his ******* is canceled, and the account reflects a zero balance. Should ************** wish to discuss this matter further,we ask that he contact us utilizing the 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.


      SIRIUS XM Radio Inc.
      *** ***************
      ******************************************
      ********** ******** ********
      ************************************************************** *****
      ********************************


      Sincerely,

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

    • Initial Complaint

      Date:07/10/2024

      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.
      they keep charging my card after my subscription.

      Business Response

      Date: 07/18/2024

      **** *** ****

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

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

      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 his complaint about his credit card being automatically charged resulted from the automatic renewal of his subscription.  Per the terms and conditions in our Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel.

      On June 14, 2023, ************ purchased a Music & Entertainment subscription for 24 months for $4.99 per month plus fees and taxes to begin on June 28, 2023, at the end of his trial subscription.  The promotional rate subscription began on June 28, 2023, charging $6.48 to the credit card on file.  Upon the July 28th renewal, we were unable to charge the card on file. On August 24, 2023, when payment was not received, his subscription was suspended for non-payment, leaving a balance of $5.64 for used time.  On August 27, 2023, a $5.00 late fee was added, bringing the balance to $10.99. On September 1, 2023, this amount was applied to the credit card on file,bringing the account current, and his subscription was restored to active status.  His subscription continued to automatically renew on the 28th of each month, charging the credit card on file until the April 28, 2024, renewal, we were again unable to charge the credit card on file.  On May 25, 2024, his subscription was again suspended for non-payment, leaving a balance of $5.84 for used time.  On May 28, 2024, a $5.00 late fee was added, bringing the balance to $11.19.  This amount was applied to the credit card on May 31, 2024, bringing the account current, and his subscription was restored to active status, leaving a balance of $5.84 for the service period from May 31, 2024, to June 28, 2024.  On June 1, 2024, ************ requested cancellation of his subscription.  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 June 28, 2024, to prevent the automatic renewal from continuing.  On July 10, 2024, *********** contacted us requesting a refund of the last charge as he was not getting service.  A refund of $5.84 was requested for the last charge that occurred on May 31, 2024.

      A member of our Corporate Solutions Team reached out to ************ to further discuss his complaint.  ************ stated his radio had not been working for months. He had issues back in September 2023 and contacted us for a refresh signal and the service started working again.  However, he stated the last few months, he was only able to get the preview channel.  We explained to ************ that in some situations, a refresh signal is required to re-establish a connection to our satellite network and a lack of signal does not always reflect the status of the subscription.  This loss of signal most likely occurred when the subscription went inactive for non-payment.  As a courtesy, we offered to refund ************ an additional refund of $17.67, as this amount, combined with the $5.54, totals the $23.51 paid from March 28, 2024. 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:07/03/2024

      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.
      Company refused to refund a fraudulent charge and would only deal with us if we provided them with a FULL credit card number even though they had no records of our account. They had our VIN and general info but nothing else.

      Business Response

      Date: 07/11/2024

      **** *** ****

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ******************** behalf.  We regret that her recent experience led to a complaint with your agency.  After further investigation, it was determined that the charge in question was for SiriusXM ******** services.  SiriusXM ******** services are not offered with SiriusXM satellite radio service either during the trial period or upon renewal, and satellite radio is not presented as an included service in the latter. Our research doesnt show any charge for this customer, as listed in the complaint.  Additionally, there are currently no active accounts associated with the contact information provided in this complaint.

      A member of our Corporate Solutions Team reached out to ************************* to further discuss her complaint further. We spoke with ************************ and reviewed our findings.  It was then determined that they have SiriusXM ******** services.  Although the vehicle is equipped to have SiriusXM subscription services and the SiriusXM ******** app, these are, in fact, two separate services.  We provided ************************ with the telephone number for ******** services as we are unable to access ******** accounts.  Should Mr. or ************************* have any additional questions or concerns, we ask that they 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:06/28/2024

      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.
      SIRIUS XM HOLDINGS STARTED *****ING MY CREDIT CARD WITHOUT MY AUTHORIZATION IN 2024 IN THE AMOUNT OF $26.00 MARCH OF 2024 AND HAS ILLEGALLY *****ED MY CARD FOR THE LAST 4 MONTHS WITHOUT MY AUTHORIZATION. I ADVISED SIRIUS TO STOP THE ***** OF MY CREDIT CARD AND THEY REFUSED.

      Business Response

      Date: 07/05/2024

      **** ** ****

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

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

      Hello Mediator,

      Thank you for contacting SiriusXM on ****** & ******** *****behalf.  We regret that their recent experience led to a complaint with your agency. After researching, we understand that the ***** complaint is regarding the expiration of the promotional rate offer of 12 months for $72.00 plus fees and taxes ($6.00/month).  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) plus applicable fees and taxes for each month in advance unless canceled prior to the renewal date.  Per our tern and conditions in the Customer Agreement, in order to cancel a subscription, the customer has the option of contacting us via telephone or online via chat or text messaging.

      The ***** have been subscribers since 2016, and their subscriptions have been subject to the automatic renewal policy over the years.  On February 22, 2023, at the end of the 12-month promotional rate subscription they purchased on February 22, 2022,their subscription automatically renewed to a full-priced package, which bills on a monthly term, charging the credit card on file $23.97.  On March 23, 2023, they contacted us requesting cancellation.  In lieu of cancellation,they accepted the same promotional late subscription they previously had.  Our agents always advise subscribers of the automatic renewal at their point of sale, and an email was sent to confirm the transaction; which also included automatic renewal information.  On March 22, 2024, at the end of the promotional rate term, their subscription was automatically renewed to a full-priced package; which bills on a monthly term, charging the credit card on file $25.29.  The subscription continued to automatically renew on a monthly term, charging the credit card on file for the next three monthly renewals.

      A member of our Corporate Solutions Team reached out to *** ******************** to further discuss their concerns. We reviewed the terms and conditions regarding the automatic renewal policy and promotional rate subscriptions.  As a one-time courtesy, we applied a credit of $101.06 to the account for the charges that occurred between March and June of 2024. The ***** accepted the same 12-month promotional rate subscription they received the last two years, leaving a credit balance of $37.95 that was requested to be refunded to the card on file.  A future deactivation date was set for July 3, 2025, to prevent the automatic renewal of this subscription.  Should Mr. or ************** have any additional questions or concerns, we ask that they contact us utilizing the information below.

      SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve the ***** 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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