SiriusXM faces legal action for complicated subscription cancellation process

December 21, 2023 Robert Abruzzese, Courthouse Editor

With nearly 35 million subscribers, SiriusXM has become a household name in the realm of audio entertainment, with about 2 million subscribers in New York alone. Seen here: a sports broadcast on SiriusXM in 2018.
Photo: Brandon Wade/AP Images for SiriusXM

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SiriusXM Radio is being sued for allegedly trapping customers in unwanted subscriptions through a complex and drawn-out cancellation process.

The lawsuit claims that SiriusXM requires subscribers to undergo lengthy interactions with agents either over the phone or through online chats to cancel their subscriptions. These interactions are reported to be part of the company’s strategy to deter customers from canceling.

The investigation into SiriusXM was sparked by hundreds of consumer complaints stating difficulties in canceling their subscriptions.

Findings suggest that the company’s agents are instructed to engage customers in an extensive six-part conversation, including multiple retention offers and persistent refusal to accept cancellation requests.

The investigation revealed that the average time taken to cancel a subscription over the phone is approximately 11.5 minutes, and up to 30 minutes online. The process takes significantly longer for some and often involves extended wait times to connect with an agent. This process was deemed to be unnecessary as subscriptions can be canceled swiftly with a simple click.

In one notable case, a subscriber was engaged in a 40-minute chat, only to be charged subsequently as the company claimed no record of the cancellation request.

The lawsuit, led by the NYS Attorney General, alleges that SiriusXM’s practices violate both state and federal laws related to automatically renewing subscriptions. It accuses the company of engaging in fraudulent and deceptive practices by misleading subscribers who attempt to cancel their services.

Consumers who have experienced similar issues with SiriusXM or other services with auto-renewal features are encouraged to file a complaint online.