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

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.

Initial Complaint
Date:05/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contacted on Sunday about outdated payment option which I have already received 3 emails about and a notification from my credit card. Do not bother people on the weekend, especially Sunday. While I am certain not illegal, it is a poor business practice and if up to me I would cancel this subscription. Unfortunately, my wife loves your ****
Business Response
Date: 06/03/2024
**** ** ****

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

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

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 found that *** ********* complaint concerns being contacted on a Sunday for account service-related reasons.

On May 17, 2024, at the end of *** ********* Platinum promotional rate term, the subscription automatically renewed at our then-current rate, per the terms and conditions in our Customer Agreement. However, when were unable to charge the $29.12 balance to the credit card on file, he received our automated reminder calls.

A member of our Corporate Solutions Team contacted ******************** to discuss his complaint further. We corresponded via email and explained that we updated his account with his Do Not Contact request as he requested, however, this is meant to address solicitation calls, not collection calls. On May 31, 2024, the $29.12 balance was applied to the credit card ending in ****. On June 17, 2024, his Platinum monthly plan will again renew and charge the credit card on file $29.12 unless we are contacted prior with a request to cancel service. 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.

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

Sincerely,

*********************************
******** ********* ********* ****
************** ******* **
Initial Complaint
Date:05/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Got it on my car and they charged much husband and I 9.99 per month for 12 months on services unrelated to the car that we never used.
Business Response
Date: 05/31/2024
*** *** ****

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

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

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 being billed for a service unrelated to her vehicle which she and her husband never used.

Upon review of the account ending in **** under ************** name that was created on March 19, 2020, via our ********************** a Platinum ********* 3-month free trial was activated. After the purchase was completed, an email confirmation was sent to **************************** which includes automatic renewal information and upcoming renewal charges. After the completion of the streaming trial,a promotional rate 6-month subscription for $29.94 plus fees and taxes, was added to the account for a 2017 *** ********* and an email confirmation was sent to *************************** confirming the transaction, which included automatic renewal information. On June 16, 2020, at the end of the trial,her ********* subscription automatically renewed to a monthly term at our then-current rate, charging the credit card on file $8.70 upon each renewal date. On September 19, 2020, at the end of the 6-month promotional rate term on the 2017 **** the subscription automatically renewed to a full-priced package that bills on a monthly term for $20.63. Both subscriptions continued to renew monthly charging the credit card on file ending in ****, until December 19, 2021, when we were unable to charge the credit card on file. On January 15, 2022, when payment was not received,the subscriptions were suspended due to non-payment, leaving a balance of $23.75. On January 18, 2022, a $5.00 late fee was added, leaving a balance of $28.75. On January 24, 2022, through a conversation with ************** the account was removed non-pay, restoring the subscriptions back to active status, leaving a balance of $48.48 for used time. At this time, a promotional rate subscription for 12 months for $5.99 per month plus fees and taxes, was purchased for the 2017 ***. The $41.62 balance for both subscriptions for the service period from December 19, 2021, to January 19, 2022; which was paid by credit card ending in **** that was left on file for future renewals. Both subscriptions on this account automatically renewed on the account through to May 2024.

On January 22, 2022, via our ********************** ************ activated a Platinum ********* 3-month promotion on an account ending in **** for $1.00 plus fees and taxes and added his credit card ending in **** to the account for future renewals. During the purchase of a subscription, customers are presented with automatic renewal information. After the purchase is completed, subscribers are sent an email confirmation which includes automatic renewal information and upcoming renewal charges. A confirmation email was sent to ************************ on January 22, 2022. On April 22, 2022,at the end of the 3-month trial, ************** subscription automatically renewed at our then-current rate, charging $11.96 to the credit card on file. His monthly subscription continued to be renewed,charging the credit card on file $11.96 through to November 2023. In December 2023, due to a price decrease in the ********* package, his monthly streaming subscription was renewed for $9.99 per month through to May 23, 2024, when we received a request to cancel the subscription,and two refunds totaling $19.39 were issued to the credit card ending in ****.

A member of our Corporate Solutions Team contacted ************* to discuss her concerns. At this time, it was determined that a second BBB complaint (ID*********) was filed by ************ as well concerning the same issue. We reviewed our automatic renewal and cancellation policies and advised ************* that we would be unable to refund them for the ********* services back to 2020. However, as a gesture of goodwill, we agreed to provide an additional refund of $257.28, along with the $15.98 for the unused time after the subscription was canceled. An end date was set for June 19, 2024, for the 2017 *** to prevent the automatic renewal of this subscription. Should Mr. or ************ have any additional questions or concerns, we ask that they contact us.

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: 05/31/2024
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:05/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The service has been significantly hampered by an inept and barely functional app since January. I have reached out to customer service via the app feedback, ******* and even emailed a few executives yet my listening experience is still hampered by an abysmal app. I can't pick up where I left off on a show, it crashes constantly etc.
Business Response
Date: 05/22/2024
*** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on *********************** behalf. We regret that his recent experience led to a complaint with your agency. After review, *** ********** complaint concerns issues he is experiencing with streaming services included in his current subscription.

A member of our Corporate Solutions Team reached out to ********************** to discuss his concerns further.********************** explained that the app crashes when he pauses it to play something else, and he needs to reopen it several times to make it work. In addition, when he closes the app and reopens it, it does not start where it left off. We have an upcoming 7.5.0 app update and we ask that ********************** monitor his app store, as it should be 100%loaded by the end of the week. We placed a service credit of $15.42 on *** ********** account to cover the next three months of service. Should ********************** have any additional questions or concerns we ask that he contact us should he have any additional questions or concerns.

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

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

Sincerely,

*********************************
SiriusXM Corporate Solutions Team
************** ******* **
Customer Answer
Date: 06/05/2024
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:

To whom it may concern. I was unable to respond to Sirius XM's update as the show I listen to was not on the air last week. I have tried the new app and it still does not work properly even after the update. Therefore nothing is resolved

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

Sincerely,

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

Business Response
Date: 09/11/2024
********* *** ****

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

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

Hello Mediator,

We have received *** ********** rejection concerning the issues he is having with the SiriusXM app.

We offer our sincere apologies to *** ********* for the frustrations he is experiencing with the SiriusXM app. Our engineering team has been working diligently; however, they are unable to reproduce the error with their own Android devices. We reached out to *** ********* to have him provide us with his ******* One UI version and provided the instructions on how to get the information needed as the issue may not be on our end. *** ********* provided the required information and we have forwarded this to our Engineering team. We again advised him that we would continue to work directly with him to get this issue resolved.

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

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

Sincerely,

********* *******
SiriusXM Corporate Solutions Team
************** ******* **
Customer Answer
Date: 09/12/2024
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:

[Your Answer Here]
The app has not functioned properly since 2023. I understand they are working to resolve it, however it is not yet fixed and never should have been released as it was to begin with.

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

Sincerely,

****** *********
Initial Complaint
Date:05/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SIRIUS XM calls me multiple times a week to sell me extended subscription services. I have told them multiple times to take me off their call list and I am not interested in their offers. They continue to call me. They are harassing me.
Business Response
Date: 05/21/2024
*** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on *************************** behalf. We regret that his recent experience led to a complaint with your agency. After researching, it was found that ***************** complaint was in regard to being contacted by telephone for solicitation purposes. Our records were updated on May 11, 2024, with his Do Not Call request.

If you are a SiriusXM subscriber, or you have a business relationship created by the purchase or lease of an automotive vehicle that came with a complimentary trial period of SiriusXM services, you may be contacted by SiriusXM. On May 11, 2024,****************** telephone number was added to our Do Not Call list; which can take up to 5 business days to completely update.

A member of our Corporate Solutions Team reached out to **************** to conform with him that we have updated his account with his Do Not Call request on May 11, 2024. **************** confirmed with is that the calls have stopped. We respect the customers choice and right to privacy and 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.

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

Sincerely,

*********************************
******** ********* ********* ****
************** ******* **
Initial Complaint
Date:05/03/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
05/03/2024 Business has been charging me ***** a month after two failed cancellation requests. I spoke with an agent today who finally cancelled the service, but after expressing I was charged today again and wanted the refund back. They advised me the new policy does not allow them to reimburse for the services even though the signal no longer was working in my car. I had not used the services for the last 6 months and only requested one month versus the 6 months of service not used. They advised me I needed to wait to hear back from corporate in 4 days. I asked to be transferred to a supervisor who advised me of the same details only to ask me if I wanted to cancel. The previous rep had NOT even cancelled the service after 30 minutes on the phone. The company is not honest with the support they provide and the decision to not reimburse for services not used and to conclude I have till the end of the month to use the service only further confirms why I do not trust their business model. I want my money back for the last six months now.
Business Response
Date: 05/13/2024
*** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ******************* behalf. We regret that her recent experience led to a complaint with your agency. After reviewing her account, we found that *** ***** complaint concerns charges related to the automatic renewal of her subscription. She claims to have requested cancellation twice and has not had service for the last six months. We were unable to locate a cancellation request prior to May 3, 2024. Unfortunately,we have no way of knowing if a device is not receiving our signal unless we are informed by the subscriber.

On April 26, 2024, *** ***** Platinum monthly subscription was automatically renewed; however, we were unable to charge the credit card ending in ***** On May 3,2024, the $31.02 balance was applied to the credit card. On this date, ************** contacted us to request that her subscription be canceled. 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. An end date was set for May 26, 2024, to prevent the automatic renewal of the subscription. ************** requested an immediate cancellation of her service, which was completed, and she was provided with cancelation number ************ and a credit of $23.03 was left remaining for unused time. On May 6, 2024, an additional credit of $ 7.99 was provided, and on May 8, 2024, a refund of $31.02 was issued.

A member of our Corporate Solutions Team made several attempts to reach ************** to discuss her concerns further; however,to date, we have yet to be successful in speaking with her. We remain interested in speaking with Ms.***** should she wish to discuss this matter 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:05/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
LOST A HAPPY CUSTOMER OVER A SIMPLE NEW VEHICLE TRANSFER! I purchased a brand new vehicle and contacted customer service to transfer my ********************** XM service from my trade in vehicle to my new vehicle. I supplied the requested information to verify my account, the new vehicle VIN, the traded in vehicle VIN, and the radio ID in my brand new vehicle to the representative. Despite giving the representative all of this information they were not only unable to switch my subscription to the new vehicle at times the representative seemed completely confused as to what I was asking for help with. Despite providing all of this info and knowing that I only had only the traded in vehicle on my account the representative could not transfer service. I have done this vehicle transfer on at least one, maybe two, vehicle purchases in the past and it took no more than 5 minutes. After 20 to 30 minutes of back and forth with the representative I became so frustrated and displeased by the complete lack of service and ability to complete a routine request I asked to cancel my service. Much to my dismay at this point I was told " I cannot find your account with the information provided." I asked again to cancel my account at which point I continued to receive the run around. It was not until I asked to speak to a supervisor and advised that I will be filing a complaint that miraculously my account was able to be found and cancelled. Also, I find it interesting that an option for me to obtain a transcript of our web chat was not available. I did however take screen captures of my phone to verify this experience and provide to someone should anyone from Sirius XM care to contact me to try and resolve this and ensure this does not happen to another customer.
Business Response
Date: 05/09/2024
*** ** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ***************** behalf. We regret that his recent experience led to a complaint with your agency. We regret that his recent experience led to a complaint with your agency. After review,*** ****** complaint relates to the frustration he experienced with ************* when attempting to transfer his subscription from his 2021 Chevrolet Silverado 1500 to his 2024 Chevrolet Silverado 1500.

A member of our Corporate Solutions Team reached out to ************** to further discuss his complaint; he advised us that he had used our Chat option before to have service transferred from one vehicle to another without any issues; however, this time, after providing all the information, the agent was unable to locate his account until he requested to speak with a supervisor, then his account was located and the service canceled to his 2021 Silverado. We apologized for any frustrations he experienced, and as a gesture of goodwill, we provided him with six months of **************** at no cost. We advised him that the 6-month term will start on July 24, 2024, at the end of his current trial, and will expire on January 24, 2025. 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,

*********************************
******** ********* ********* ****
************** ******* **
Customer Answer
Date: 05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:05/02/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dec of 2023 Sirius xm radio had an update to their app, since the update the app has not worked and streaming service constantly starts over. By the number of 1 star reviews saying the same thing, Sirius is very aware and has not fixed the problem or offered any compensation or a work around. They constantly blame the users phone or Internet. They still send out ads promising streaming service while knowing that it doesn't work. I think this is extremely dirty tactic
Business Response
Date: 05/09/2024
*** ** **** ****** ******** ****** ******* ********************* ******** ******************************************************************************************************
*** *************** ********* *** ********

Hello Mediator,

Thank you for contacting SiriusXM on ***************** behalf. We regret that his recent experience led to a complaint with your agency. After review, ************ complaint concerns issues he is experiencing with streaming services included in his current subscription.

A member of our Corporate Solutions Team reached out to ********** to discuss his concerns further. ********** stated that he has been having issues with his ***************** since December 2023. He states he is unable to listen to complete programs because the service cuts out halfway through, and he believes we are aware that the service does not work and that we are not doing anything to fix the issue. We have made several changes to our streaming app, and we offered to do some troubleshooting steps with *********; however, he was not interested. The latest app version is 7.4.1; we ask that ********** check to make sure he has the latest software update. We remain interested in doing some troubleshooting with ********** and ask that he contact us should he wish to do so.

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: 05/12/2024
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:

[Your Answer Here]. The company offered me a lower rate for a period of time. I declined the offer. I am not looking for money. I think it is unfair for a company to advertise a service that they can not fulfill.

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

Sincerely,

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

Business Response
Date: 05/20/2024
*** *** ****

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

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

Hello Mediator,

We have received ************ rejection regarding the On Demand option not working properly with the streaming service.

We sincerely apologize for any frustrations this issue may have caused *** ***, as it is not our intended outcome. The issue with the On Demand will be addressed with the upcoming 7.5 app date. We ask that ********** monitor his app store, as it should be 100% loaded by the end of the week. ********* has been provided with our Corporate Solution Team contact information and we ask that he contact us should he have any additional questions or 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,

*********************************
******** ********* ********* ****
************** ******* **
Customer Answer
Date: 05/23/2024
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:04/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two radio services active with Sirius XM.2016 Buick La Crosse - active 2021 Buick EnClave - active -but is disconnected not working this morning. Message on screen call 800 to subscribe Both expire in July 2024 with a credit card on file for monthly payments.There is no reason the 2021 ********************* is disconnected .My credit card hasnt changed it is ****** the same on-file for the other vehicle
Business Response
Date: 04/30/2024
***** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ********************************* behalf. We regret that her recent experience led to a complaint with your agency. After researching ************** account, we found that her complaint regarding her service no longer working resulted from her request to have the subscription cancelled on April 26,2024.

On April 1, 2024, we received BBB Complaint ID ********, which was filed by ************************ requesting for the two active subscriptions to be canceled on her account ending in **** at the end of their current terms. At that time, we advised her that the monthly subscription to Radio ID ending in **** had an end date set for April 26, 2024,and the annual subscription to Radio ID ending in **** had an end date set for July 16, 2024. We responded to the BBB complaint on April 9, 2024, reiterating what she was advised (please see attached).

A member of our Corporate Solutions Team reached out to ************************ to further discuss her complaint. Upon asking ************************ to verify her address so we could confirm we had the correct account, she responded to our agent using vulgarity and disconnected the call. As ************************ requested herself on April 1, 2024, that the subscription in question be canceled at the end of the term, which was April 26, 2024, we consider this complaint closed. We take such matters very seriously and do not condone any form of inappropriate behavior or language towards our team members.

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:04/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have sent me letters saying I owe for the radio service that I never order. Say I have to pay and cancelation is only active when my years service is over. I have called twice and they still won't cancel. I'm refusing to pay for a service I never ordered.
Business Response
Date: 04/26/2024
***** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ******************* behalf. We regret that her recent experience led to a complaint with your agency. After review, the complaint concerns receiving invoices for an owed balance from the automatic renewal of her subscription,combined with an agent misunderstanding when she was advised that her subscription could only be canceled at the end of her yearly term.

On February 15, 2024, the annual subscription to *** ****** 2013 Jeep Grand Cherokee was automatically renewed per the terms and conditions in our Customer Agreement; however, we were unable to charge the credit card on file. On March 13, 2024,when payment was not received, her subscription was suspended for non-payment,leaving a balance of $21.84 for used time. A $5.00 late fee was added, bringing the balance to $27.19. On March 19, 2024, she contacted us requesting that we cancel her subscription. Per the terms in our Customer Agreement, effective March 15, ********** subscriptions are non-refundable, and cancellation requests will become effective at the end of the current subscription period. Monthly billed audio plans will be terminated immediately if the subscription is billed within seven days of the start date.Non-monthly billed audio plans will be canceled immediately, and a prorated refund will be issued if the cancelation request is within 30 days of the start of the subscription. In each instance,if the request is made after these periods, cancellation requests will become effective at the end of the current subscription period. The agent removed her account from non-pay,restoring the subscription and leaving a balance of $296.51. The agent then set an end date for February 15, 2025, when it should have been set for April 15, 2024. The outstanding balance remained on her account; which was the reason she was being contacted.

A member of our Corporate Solutions Team spoke with ************** on April 16, 2024. We informed her that we had canceled the subscription and credited her account to reflect a zero balance. We apologize to ************** for any frustrations this issue may have caused, and the agent she spoke with will be retrained. 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.

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

Sincerely,

*********************************
******** ********* ********* ****
************** ******* **
Initial Complaint
Date:04/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a costumer for 12 years. They raised the rate and i chose to cancle and not continue paying for the service. They chose to continue my service for some time and now im in collections. They can not provide me with the contract that says they can give me service against my request and continue to charge me. I am now in third party collections and very unhappy.
Business Response
Date: 04/19/2024
***** *** ****

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

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

Hello Mediator,

Thank you for contacting SiriusXM on ************************* behalf. We regret that his recent experience led to a complaint with your agency. After researching ****************** account, his complaint regarding being contacted by a collection agency resulted from the automatic renewal of his subscriptions per the terms and conditions in our Customer Agreement.

On September 14, 2023, ****************** annual subscription was renewed on radio ***** **** Chevrolet Camero, and an invoice was sent for $207.61. On October 26, 2023, his subscription was suspended for non-payment, leaving a balance of $37.29, and an invoice was sent. When subsequent payments were not received, his account went inactive for nonpayment, and his service was later restored through conversations with Listener Care. On December 14, 2023, the annual subscription was renewed on radio ***** **** Chevrolet Silverado, and an invoice was sent for $425.91 for both yearly subscriptions. Again, when subsequent payments were not received, his account went inactive for nonpayment, and the account was referred to collections on April 2, 2024.

A member of the Corporate Solutions team spoke with **************** and explained our terms of renewal. Our subscriptions automatically renew until a call is made to SiriusXM requesting cancellation. Our records do not indicate a prior call to cancel the subscriptions. We informed him that, as a courtesy, we had contacted the collection agency to remove the balance owed and stop the collection calls. Should **************** have any further questions or concerns, we ask that she 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.

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

Sincerely,

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

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