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New York sues SiriusXM, accusing company of making it deliberately hard to cancel subscriptions (apnews.com)

submitted 10 months ago by btp@kbin.social to c/technology@lemmy.ml

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NEW YORK (AP) — New York’s attorney general filed suit Wednesday against SiriusXM, accusing the satellite radio and streaming service of making it intentionally difficult for its customers to cancel their subscriptions.

Attorney General Latitia James’ office said an investigation into complaints from customers found that SiriusXM forced subscribers to wait in an automated system before often lengthy interactions with agents who were trained in ways to avoid accepting a request to cancel service.

“Having to endure a lengthy and frustrating process to cancel a subscription is a stressful burden no one looks forward to, and when companies make it hard to cancel subscriptions, it’s illegal,” the attorney general said in a statement.

The company disputed the claims, arguing that many of the lengthy interaction times cited in the lawsuit were based on a 2020 inquiry and were caused in part by the effects of the pandemic on their operations. The company said many of its plans can be canceled with a simple click of a button online.

Attorney General Letitia James' Statement

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[–] BenVimes@lemmy.ca 11 points 10 months ago* (last edited 6 months ago) (1 children)

My first attempt to cancel my SiriusXM subscription saw the agent tell me that it was "impossible" because I had "just renewed." It was true that I had recently renewed, but only because I had forgotten to cancel it in time. Since that was my mistake I was willing to just let it go and just use the service another year. But in order to stop that from happening again, I wanted to cancel early, which they didn't let me do.

My second attempt three months later saw the agent protest again, saying that I should call back when it was closer to renewal. This time I put my foot down and got them to cancel my renewal.

Or so I thought.

I finally had to call them again eight months later after I started getting emails hyping up my impending renewal. It seems that instead of outright canceling, they had instead put a note on my file to cancel at a later date - a note I'm presuming they were going to ignore.

Maybe their system really did make it impossible for front-line agents to cancel to far out from the renewal date. That would explain the agents' behaviour, and if true it makes SiriusXM look even worse

Definitely the worst experience I've ever had trying to cancel a subscription.

[–] fushuan@lemm.ee 1 points 10 months ago

That's so stupid. If you cancelled right after renewing they should not only let you cancel but also let you keep the service for the time you paid for.