UNITED STATES NEWS

New York sues SiriusXM, accusing company of making it deliberately hard to cancel subscriptions

Dec 20, 2023, 12:15 PM | Updated: 12:42 pm

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 Letitia 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.

“Like a number of consumer businesses, we offer a variety of options for customers to sign up for or cancel their SiriusXM subscription and, upon receiving and reviewing the complaint, we intend to vigorously defend against these baseless allegations that grossly mischaracterize SiriusXM’s practices,” Jessica Casano-Antonellis, a company spokeswoman, said in a statement.

The attorney general’s office cited affidavits in which customers complained of long waits in an automated system to chat with an agent, only to endure lengthy attempts to keep their business. It takes subscribers an average of 11.5 minutes to cancel by phone, and 30 minutes to cancel online, although for many subscribers it takes far longer, the attorney general’s office said.

During 2019 and 2021, more than 578,000 subscribers seeking to cancel by telephone abandoned their efforts while waiting in the queue to be connected to the live agent, according to the lawsuit.

“When I finally spoke to the first customer representative and explained that I had been waiting nearly half an hour, I was promptly hung up on. Which means I had to wait again. Another 30 minutes, just to cancel a service I would have preferred to cancel online,” one customer wrote in an affidavit.

The company said that in 2021, on average, online chat agents responded to consumer messages within 36 seconds to 2.4 minutes.

The lawsuit seeks financial penalties, including compensation for the time customers spent online during what the attorney general called “a deliberately lengthy” cancellation process.

United States News

Associated Press

10 years after armed standoff with federal agents, Bundy cattle are still grazing disputed rangeland

BUNKERVILLE, Nev. (AP) — The words “Revolution is Tradition” stenciled in fresh blue and red paint mark a cement wall in a dry river wash beneath a remote southern Nevada freeway overpass, where armed protesters and federal agents stared each other down through rifle sights 10 years ago. It was just before noon on a […]

1 hour ago

Associated Press

1 dead after shuttle bus crashes at a Honolulu cruise ship terminal

HONOLULU (AP) — One person died and multiple people were injured when a shuttle bus collided with pedestrians and concrete barriers at a Honolulu cruise ship terminal, authorities said Friday. The crash occurred when the shuttle bus driver mistook the gas pedal for the brake, Honolulu police said in statement. The driver had dropped off […]

8 hours ago

Former President Donald Trump, center, appears in court for his arraignment, Tuesday, April 4, 2023...

Associated Press

Manhattan court searching for jurors to hear first-ever criminal case against a former president

Jury selection is set to start Monday in former President Donald Trump's hush money case — the first trial of the presumptive nominee.

8 hours ago

Emergency personnel arrive on the scene after a  an 18-wheeler crashed into the Texas Department of...

Associated Press

1 dead and 13 injured in semitrailer crash at a Texas public safety office, with the driver jailed

A driver rammed an 18-wheeler though the front of a building where his renewal for a commercial driver’s license had been rejected.

9 hours ago

Associated Press

Officer who fatally shot Kawaski Trawick 5 years ago won’t be disciplined, police commissioner says

NEW YORK (AP) — Two New York City police officers involved in the fatal shooting of Kawaski Trawick inside his Bronx apartment five years ago will not face internal discipline, the city’s police commissioner, Edward Caban, announced Friday. In a statement, Caban said the officers, Brendan Thompson and Herbert Davis, “acted within the law” in […]

10 hours ago

Associated Press

Dallas doctor convicted of tampering with IV bags linked to co-worker’s death and other emergencies

DALLAS (AP) — A Dallas anesthesiologist was convicted Friday for injecting a nerve-blocking agent and other drugs into bags of intravenous fluid at a surgical center where he worked, which led to the death of a co-worker and caused cardiac emergencies for several patients, federal prosecutors said. A jury convicted Raynaldo Riviera Ortiz Jr., 60, […]

11 hours ago

Sponsored Articles

...

COLLINS COMFORT MASTERS

Here are 5 things Arizona residents need to know about their HVAC system

It's warming back up in the Valley, which means it's time to think about your air conditioning system's preparedness for summer.

...

Fiesta Bowl Foundation

The 51st annual Vrbo Fiesta Bowl Parade is excitingly upon us

The 51st annual Vrbo Fiesta Bowl Parade presented by Lerner & Rowe is upon us! The attraction honors Arizona and the history of the game.

...

Day & Night Air Conditioning, Heating and Plumbing

Valley residents should be mindful of plumbing ahead of holidays

With Halloween in the rear-view and more holidays coming up, Day & Night recommends that Valley residents prepare accordingly.

New York sues SiriusXM, accusing company of making it deliberately hard to cancel subscriptions