Complaints

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

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• 

  SiriusXM Radio

  1221 Avenue of the Americas Fl 37 New York, NY 10020-1010

• 

  Sirius Satellite Radio

  P.O. Box 34517 Newark, NJ 07189

• 

  XM Satellite Radio

  P.O. Box 33174 Detroit, MI 48232

• 

  SiriusXM Radio

  P O Box 9001399 Louisville, KY 40290

• 

  Sirius Satellite Radio, Inc.

  7060 State Road 84 Fort Lauderdale, FL 33317

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:04/05/2024

  Type:Delivery 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.

  Please bring back ***** ***. It was the only station I enjoyed. I will cancel my subscription if you can not bring ***** *** back.

  Business Response

  Date: 04/15/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *************************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ********************* behalf. We regret that her recent experience led to a ********* with your agency. After review, *********** ********* concerns the removal of ***** *** from all services. Programming changes are covered in the terms of our Customer Agreement.    
  
  A member of our Corporate Solutions team spoke with ****************** to discuss her ********* further. Decisions regarding channel changes are never easy for us.Feedback regarding the ***** *** channel has been sent to our programming department.  In addition, we provided ***************** with the link to share her feedback as well.  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:04/04/2024

  Type:Customer Service 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.

  I messaged with a Wilvie yesterday that I needed to cancel my plan that was ending under the current promotion. I was very clear that I didn't' want it cancelled early. So they tried to upsell me and then when I said said increased the rate per month. I told them to just forget it since it was a huge mess and I had been on the phone for a while. Then she said that my service would end on 4/4 instead of 5/3. 5/3 was the end date on my account as well as a paper letter that I got in the mail. She said she has already changed it and there was nothing she could do. I asked to speak with a manager because I wanted my month back at the promo rate. She continued to ignore my request. I asked if she was denying my request to speak with someone else. She finally put me through to a "supervisor" Coach ****. He said he could readd start my service, but I would have to call back to cancel after a month. I told him I wasn't going to call back, as that's why I had initially called and had been chatting with ******* for an hour and wasn't going to spend more time on this issue. He said there was nothing more he could do. I then asked for his manager or the executive complaint ***** He said I could call ************ to complain further but there was nothing he can help me with. Overall, this is just terrible service. My husband and I have been a customer for several years. However, we will not ever be a customer with them ever again, and I will make sure to tell all my family and friends. If they can't make it right to give the customer their month of service back without calling again I don't know how they will ever stay in business. There is just too much completion out there these days.

  Business Response

  Date: 04/15/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *************** ********* *** ********
  
  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 was regarding the cancellation of her subscription and her overall cancellation experience.
  
  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.  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.
  
  On April 3, 2024, *********** contacted us via our Chat option requesting to have her subscription canceled before she is charged in May.  As her subscription was currently paid through April 4, 2024, the agent set an end date effective at the end of the current subscription period, which was April 4, 2024.
  
  A member of our Corporate Solutions Team spoke with ************ and explained that when she contacted us to cancel her subscription at the end of the promotional rate term, the agent set an end date for April 4, 2024, as her subscription was paid up to that date.  As a gesture of goodwill, we reactivated her radio on a Music & Entertainment 3-month subscription for the price of one and covered the cost. An end date was set for July 5, 2024, to prevent the automatic renewal.  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,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 04/16/2024

  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:04/01/2024

  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.

  We've had issues before in the past with them continuing or Auto enrolling ** in auto payment when we specifically said no we do not want this we decline I cannot cancel my services and I've been billed three additional months I think more I've been getting the runaround and I've been disconnected when trying to attempt to get this resolved or their miraculously closed after being on hold I need this to be canceled but I need a prorated adjustment on to my account and they can see that there's nothing any uses during this whole time for actually 80% of the time to be precise this is proof that I am a current active subscriber for my 2013 **** Edge account number is **************

  Business Response

  Date: 04/11/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** ********************* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on **************** behalf.  We regret that her recent experience led to a complaint with your agency.  After researching *** ******* account, it was found that her complaint was concerning 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.  Unfortunately, we have no way of knowing that a device is not receiving our signal unless we are informed by the subscriber. 
  
  **************** has been a subscriber since 2018, and her subscriptions have been subject to automatic renewal over the years.  On October 6, 2023, **************** purchased a Music & Entertainment promotional rate subscription for 12 months for $5.99 per month, plus fees and taxes for her 2023 **** Edge, Radio ID ending in *****  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.  A credit of $13.26 was remaining from the previous subscription, which was used towards her monthly renewals.  Upon the November 12, 2023,renewal date, a balance of $1.258 was left remaining.  On December 13, 2023, the monthly subscription was again renewed; however, we were unable to charge the $8.55 balance to the credit card on file.  On January 8, 2024,when payment was not received, her subscription was suspended for non-payment,leaving a balance of $7.61 for used time. On January 11, 2024, a $5.00 late fee was added, bringing the balance to $12.61. On February 1, 2024, the service was canceled, and the balance was written off.
  
  A member of our Corporate Solutions Team made several attempts by telephone and email to contact *************** to discuss her concerns further. To date, we have yet to be successful in speaking with her.  We remain interested in speaking with **************** so we can review the transactions that occurred.  Should **************** wish to discuss this matter further, we ask that she contact us using 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:03/28/2024

  Type:Product 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.

  Here is the story, signed up for Sirius 11/17/21 , in November 2022 they tried to Auto Renew that would run through 2023, I called ************ and told the **************** Rep then to remove the auto renewal (she said she would remove it). I specially ask if i needed to do anything else as i did not want on their Auto Renewal plan and she assured me nothing else for me to do. After going back to look at my emails Sirius was sending me notices about auto renewal notices on 8/15/23 and 9/29/23 that i had an auto renewal which is why i called and cancelled it. They still sent another email 1/17/24 that the new customer agreement. I called today and i am fed up with the run around that they are sorry, i just want them to credit it and all the time they did this to me my wife was dying and now she has passed. I didn't see the emails and frankly i signed up for 1 year, not a auto renewal, see below what i signed up for and then they get you on the fine print, sick of companies like this.Please file my complaint.This email confirms your recent SiriusXM account transaction.Thank you for selecting a new SiriusXM subscription. A summary of your activity for 11/23/2022 is below. If your radio isn't receiving service, please click here to refresh your signal. To begin streaming online, click here.Account Details ********************** Account Number********************************** ID/***************** GMC Sierra ******************* Card************ Today's Purchase Details Package/PlanSubscription TermCharges XM ********************* (1 Year - Promo)11/23/2022 - 11/23/2023$72.00 SiriusXM Video (1 Year)11/23/2022 - 11/23/2023$0.00 U.S. Music Royalty Fee$15.41 Subscription Credit($7.78)Total Charges$79.63

  Business Response

  Date: 04/08/2024

  ***** ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** ***************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ************************* behalf. We regret that his recent experience led to a complaint with your agency. We have researched ************** complaint regarding his credit card being charged for an automatic renewal of his subscription after he requested the service be canceled at the end of the term.
  
  A review of the account determined that on November 23, 2022, ************ purchased a promotional offer for one year for $72.00 plus fees and taxes.  He requested that the subscription not renew at the end of the year; however, the agent failed to set a future deactivation date on the radio.  This caused his subscription to automatically renew at the end of the promotion to a monthly term at our then-current rate, charging his credit card ***** for the next five months.
  
  A member of our Corporate Solutions Team reached out to ************ to further discuss his concerns. ************ stated that he requested the service to be canceled at the end of the term as he did not want it to be renewed.  He stated that he did receive a renewal notice; however, at the time, his wife was sick, and he did not take notice.  We requested a refund of $69.15 that was issued on April 3, 2024, by check number **********  Upon further investigation, we see that documentation showed that the subscription was set to expire on November 23,2023, but the Future Deactivation Date was not set.  We want to advise *********** that we have requested an additional refund of $46.10, which will also be issued via checkthe average turnaround time for checks to be processed is 7-10 business days.  Should ************ have any additional questions or concerns,we ask that he 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,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:03/27/2024

  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.

  Transaction date-1/23/24 for the amount of $29.12 that was taken from my debit card unauthorized. I had previously purchased a vehicle in 7/23 with SIRIUSXM RADIO already attached to the vehicle. I never used the services inside the vehicle/online that were included. I did not sign up for the trial period. The vehicle was repossessed by the dealer on 11/16/2023 and my vehicle contract ended. In January 2024, SIRIUSXM radio charged my debit card on file for $29.12 not authorized. As a result, on 1/23/24 my account was closed out for unauthorized charges to the account, so the charge could not be reversed or refunded to the card. I called company again on 1/25/24 and I was told by a supervisor that my refund had been sent back to the card on 1/25/24 but it was reversed due to account being closed. I was told that I would be receiving my refund by physical mailed check to address on file, which is correct. On 2/9/24 at 1218pm CST, and spoke with ***** in customer service and was told that a check was mailed w/reference#************* Waited another week and still no refund. I have tried to resolve this issue by contacting SIRIUSXM radio at least 9 different times and still haven't received accurate info about my refund. I have been given 3 different reference numbers for this 1 refund. I don't know which one works because they can't tell me any information regarding the refund. I just want my money refunded-$29.12. Its March now and I still haven't received anything. Here are the TICKET# that I was provided: My account#*********************************** and 2/26/24-tckt#************. As of today, 3/27/24 at 1127am CST I still haven't received my refund check. They are also harassing me by email with offers after I requested to have my account canceled. Thank you for your assistance.

  Business Response

  Date: 04/04/2024

  ***** ** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** ************************* ********* *** ********
  
  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, her complaint relates to a delayed refund by check.
  
  A member of our Corporate Solutions Team reached out to ******************** to apologize for her experience and discuss her concerns.  On January 23, 2024, we requested a refund of $29.12 to be issued back to the credit card ending in ****; however, on January 25, 2024, the bank rejected the refund, and documentation on the account states that a check would be issued.  Upon further investigation, we were unable to locate any refund check for her.  We advised her that we had submitted a manual request for a check to be issued to her at the address she provided.  We advised her that the average turnaround time for checks to be processed is 7-10 business days.  Again, we apologize for any inconvenience this issue has caused ********************, and should she 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,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:03/17/2024

  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.

  I have been trying to cancel my subscription to Sirius XM radio for the last four months. I have called 5 times throughout the last four months and have requested that my subscription be cancelled. Each time I am told that it will be cancelled and that I will not be billed again. I have also been told several times that I will be refunded for the payments collected for the last four months, since I have requested the cancellation so many times. Each month they continue to bill me. When I call back, the company is rude and unhelpful. The customer service representative has hung on me on two occassions. My credit card is still being billed $25.25 each month. I want my subscription cancelled and I would like to be refunded for the payments made throughout the last four months.

  Business Response

  Date: 03/27/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *************************************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ***************************************** behalf.  We regret that her recent experience led to a complaint with your agency.  After reviewing ************** account, it was found that her complaint is in regard to charges related to the automatic renewal of her subscription after she claimed to have requested cancellation five times in the last four months.  Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew at the rate in effect at the time of each renewal until the subscriber calls us to cancel.  We were unable to locate a request to cancel the subscription prior to the receipt of this complaint.
  
  On November 17, 2022, *** *********** purchased a subscription for 12 months for $5.99 per month plus fees and taxes for her 2019 Chevrolet Tahoe.  On November 23, 2023, at the end of the promotional rate term, her subscription automatically renewed at our then-current rate, charging her credit card on file $25.25, per the terms and conditions,until it was canceled on March 20, 2024.
  
  A member of our Corporate Solutions Team reached out to ************************ to discuss her complaint and address her concerns.  We reviewed the account in question and explained that we could not locate any cancellation request for the 2019 Tahoe in the last four months.  As a courtesy, on March 22, 2024, we provided *** *********** with a refund of $50.50 for the previous two renewal charges back to her credit card ending in ****. 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 youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:03/17/2024

  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.

  I contacted Sirius XM to cancel subscription as I traded in a car. I was told services were already removed and I will not be billed. I asked to have my payment method removed from account since I do not have any subscriptions. Was *********** cannot be removed by them, that I had to from my account. So I go back to my account and I can only modify not removed payment method. Go back to chat and was told after some time the account will close and not to worry. This is untrue. This account has been opened for years. Even when I did not have a subscription. This account can be hacked and my credit card info stolen. It happens everyday. They refuse to remove payment method.

  Customer Answer

  Date: 03/18/2024

  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:03/12/2024

  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.

  renewed my subscription and added a new one without my consent for five months. 17 dollars a month for 5 months

  Business Response

  Date: 03/22/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** *********************************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *********************************** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching **************** account, it was found that his complaint was regarding being charged for two subscriptions when he had only purchased one. 
  
  On October 15, 2023, via our ************************************** registered his credentials to manage his account.  ********************** ID ending in **** was activated on a monthly Music & Entertainment subscription. This option is not available to any agents in SiriusXMs billing system.  An email was sent to **************** confirming the transaction.  The subscription continued to automatically renew on the monthly term until March 12, 2024, when, at his request, the subscription was canceled, leaving a credit of $5.48 for unused time.  **************** requested a refund for all payments back to October 2023, but his request was denied, as there was no documentation for a cancelation request prior to March 2024.  However, he was provided with a one-month refund of $16.98, which was the last charge that occurred on February 22, 2024.
  
  A member of our Corporate Solutions Team reached out to **************** to discuss his concerns further.  He stated that he only ever owned one vehicle, and he was being charged without his consent for 5 months.  We explained to him that the subscription was purchased online and that we have no control over who had access to the information.  As a one-time courtesy, we provided him with a service credit of $72.17, which will remain in his account to be used toward future monthly renewal charges for his 2021 Jeep Grand Cherokee.  His March 22nd monthly renewal depleted $24.20 from the credit, leaving a credit balance of $47.97.   Should **************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  We are committed to resolving any issue and ensuring a positive experience for our customers.  We have taken the appropriate measures to address **************** concerns. If youd like to contact us regarding this matter, please call ************* at ************.
  
  
  ********************** ****
  *** ***************
  ******************************************
  ********** ******** ********
  ********************************************************* *****
  ********* ** *****
  
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

  Customer Answer

  Date: 03/22/2024

  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:03/12/2024

  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.

  March 12 2024 looked at my bank statement and i noticed a charge from Sirius for a amount not on my account billing. I called and spoke to a guy who after conversation offered a lower refund amount. I said no demanded my full amount and a nsf charge because of their mistake. I finally found out they billed 2 accounts from a family member account to mine. I feel this was a attempt to just pass the bill on to another account hoping it didnt get noticed. They need to do better and should have some sort of penalty for doing such transaction that causes loss of financial and stress on consumers end for the mistakes as they say.

  Business Response

  Date: 03/22/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** ********************* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ********************* behalf.  We regret that his recent experience led to a complaint with your agency.  After reviewing ************** complaint, it was found that his complaint concerns charges to his credit card for subscriptions belonging to a family member.
  
  On December 22, 2023, ************** contacted us to add his new radio to his account as the trial was completed.  Upon advising the agent that the subscription was for his 2023 Civic, the agent then stated she found an existing account and asked ************** if it was ok to add the radio to this account, and he agreed.  The agent then provided the name on the account, asking ************** if he knew her, and he said it was his moms account.  His ********************** was activated on a 12-month for $60.00 promotion, and he updated the account with a new credit/debit card that was charged $79.40 for his annual subscription.  On January 12th and February 12th, 2024, the two monthly subscriptions belonging to his mother automatically renewed,charging the credit/debit card on file $56.85 upon each renewal date.  On March 12, 2024, the annual subscription that belonged to his mother automatically renewed with the two monthly plans,charging $215.47 to the credit/debit card on file.
  
  A member of our Corporate Solutions Team spoke with ************** and discussed his complaint further.  We canceled all subscriptions on the account, with permission from ***************, leaving a credit of $213.30 for unused time, and we provided an additional credit of $36.00 for the ** fee that occurred.  We set ************** up with a new account and re-activated his service on a 12-month for $60.00 promo and cleared the balance as this subscription was already paid for on the previous account.  On March 15, 2024, a refund of $251.47 was issued to ************** credit/debit card ending in 7142.  Should ************** have any additional questions or concerns, we ask that he contact us utilizing the information below.
  
  We are committed to resolving any issue and ensuring a positive experience for our customers.  We have taken the appropriate measures to address ************** concerns. If youd like to contact us regarding this matter, please call ************* at ************.
  
  
  ********************** ****
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **

• Initial Complaint

  Date:03/09/2024

  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 was billed for two months of streaming service for Feb. and March 2024. When logging into the application it states no account found. I spent over 2 hours on the phone with both Sirruis and ****** Play and ****** tells me it's a major problem they are aware of with SirruisXM. I gave SirruisXM my email, phone number, username, password, radio ID, account number, transaction ID on the ****** subscription receipts, and other information and they could not locate my account. Please see screenshots, bank statement etc.

  Business Response

  Date: 03/18/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** ******************************* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *********************** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ********** issue, it was found that his complaint is regarding charges from ****** for SiriusXM.  Using the information provided in the complaint, no active SiriusXM Satellite Radio accounts were found for this customer.   
  
  A member of our Corporate Solutions Team reached out to ********************** to discuss his concerns further; however, we have yet to be successful in speaking with him. We are not able to cancel this service, as he would have to reach out to ****** to do so.  Per the terms and conditions in our Customer Agreement, Subscriptions Purchased Through An ***************** If you purchase or enroll in a Subscription through an ***************** (i) your Subscription account is managed by and your payments will be processed and collected by the ***************** not us; (ii) the **************** will charge you on a recurring basis in accordance with the Plan selected, and its fees, refund and credit policies and cancellation requirements may differ from those available directly from us; and (iii) any questions related to your Subscription including payments, renewals, pricing,refunds or cancellation, must be made to the **************** directly.Subscriptions purchased through an **************** cannot be added or transferred to any account you may otherwise have directly with us, and such Subscriptions will not qualify for discounts or account features we offer. If you purchase a Subscription directly from us and you previously purchased a Subscription from an ***************** you must cancel your Subscription managed by that **************** in order to avoid duplicate charges. If you purchased your Subscription through an ***************** you must cancel directly with such ****************. You are responsible for reviewing all terms and policies provided by the **************** before purchase. The **************** will be solely responsible for all communications with you regarding your Subscription account. The **************** will not provide technical support for the Service or respond to Service product claims and will not be responsible for any product or intellectual property claims associated with the Service.  As there are no further actions to be taken,as we are unable to access his subscription he will need to continue to contact ******.  ********************** can contact them at support*************************   
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ********** concerns.  If youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** ****
  *** *****************
  ******************************************
  ********** ******** ********
  ***************************************************
  **** *****
  *********** ** *****

   

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

  Customer Answer

  Date: 03/19/2024

  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:

  I have already contacted ****** three times. All three times they have stated I must contact XM directly and no account can be found. Yet, I am still bing charged.

   

   

   

   

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

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

  Business Response

  Date: 03/26/2024

  ***** *** ****
  
  ****** ******** ****** ******* ************ ********
  ********
  *******************************************************************************
  
  *** ******************************* ********* *** ********
  
  Hello Mediator,
  
  We are in receipt of *** ********** rejection concerning his ****** account.
  
  ********************** stated that he has attempted to cancel this service with ******, but to no avail.  He claims that they advised him he would need to contact SiriusXM directly as no account can be found.
  
  We were able to locate an account in his name using the information he provided in the complaint;however, our review found no recent charges. On March 29, 2022, a promotional rate subscription for 12 months for $5.99 per month plus fees and taxes was purchased for a 2014 Jeep Cherokee. The last charge of $7.78 was made on December 1, 2022.  Upon the renewal on January 1, 2023, we were unable to charge the card on file.  On January 28, 2023, the subscription was suspended for nonpayment, leaving a balance of $6.78 for used time.  On January 30, 2023,through a conversation with ************** his account was removed from non-pay,restoring the service to an active status, leaving a balance of $7.28.  His subscription was renewed on February 1,2023, and March 1, 2023, and again, we were unable to charge the credit card on file.  On March 13, 2023, his subscription was again suspended for non-payment, leaving a balance of $18.06 for used time.  A $5.00 late fee was added on March 16, 20023,and on April 6, 2023, the $23.41 balance was written off.
  
  As previously stated, if you purchase or enroll in a Subscription through an ***************** (i) your Subscription account is managed by, and your payments will be processed and collected by the ***************** not us; (ii)the **************** will charge you on a recurring basis in accordance with the Plan selected, and its fees, refund and credit policies and cancellation requirements may differ from those available directly from us; and (iii) any questions related to your Subscription including payments, renewals, pricing,refunds or cancellation, must be made to the **************** directly.  Accounts purchased on an Android via the ****** Play Store can be managed at ******************************.  As we are unable to access his ****** subscription and there is nothing further we can do, he will need to continue to contact ******.  We have made several attempts to reach ********************** to advise him of this, however, to date we have yet to be successful in speaking with him.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ********** concerns.  If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** ***************
  ******************************************
  ********** ******** ********
  *************************************************
  **** *****
  ********* ** *****
  
  
  Sincerely,
  
  *********************************
  ******** ********* ********* ****
  ************** ******* **