Attorney General James hails court’s ruling against Sirius XM over refusal to honor cancellations

November 22, 2024 Brooklyn Eagle Staff

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ALBANY — THE AUDIO ENTERTAINMENT COMPANY SiriusXM Radio, Inc. has been stopped from trapping its customers into unwanted subscriptions and making the cancellation process harder, NY Attorney General Letitia James announced on Friday. Attorney General James made the announcement after State Supreme Court Justice Lyle E. Frank ruled that Sirius XM had violated the federal Restore Online Shoppers’ Confidence Act (ROSCA law) when it created a burdensome and pressure-tactic cancellation procedure. Last year Attorney General James sued SiriusXM after an investigation by the Office of the Attorney General (OAG) revealed that the company requires its subscribers to call or chat online with an agent to cancel a subscription, and trains its agents to refuse accepting “no” for an answer. SiriusXM’s illegal process deliberately draws out conversations with customers as part of a strategy to prevent them from canceling their subscriptions. Justice Frank’s decision now requires SiriusXM to change its cancellation procedures in New York to provide its customers with a simpler way to cancel subscriptions and to eliminate the requirement of chatting with a live agent.

Affidavits that consumers sent to the Office of the Attorney General logged complaints describing their frustration and difficulty in canceling subscriptions they no longer used or wished to pay for, including forced and prolonged live chat sessions and the continued invoicing of charges.

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