New York's Attorney General, Letitia James, has taken legal action against SiriusXM, accusing the satellite radio and streaming service of deliberately creating hurdles for customers attempting to cancel their subscriptions. The legal move follows an investigation into numerous complaints from customers who claimed that canceling subscriptions with SiriusXM was intentionally arduous.
Delay Tactics and Frustrating Processes
The attorney general's office revealed that subscribers were compelled to endure extended waits in an automated system, only to face prolonged interactions with agents allegedly trained to dissuade customers from canceling their services. Average cancellation times were reported to be 11.5 minutes over the phone and 30 minutes online, with some subscribers experiencing even lengthier delays.
SiriusXM's Defense
SiriusXM, in response, countered the accusations, asserting that the extended interaction times cited in the lawsuit were influenced, in part, by the challenges posed by the pandemic on their operations. The company emphasized that many of its subscription plans could be quickly canceled online with a simple click, contradicting the claims made by the attorney general's office.
Company's Response to Allegations
Jessica Casano-Antonellis, a spokesperson for SiriusXM, addressed the allegations, stating, "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."
Customer Complaints
The attorney general's office supported its case by citing customer affidavits in which subscribers expressed frustration with the protracted wait times and the challenging process of canceling their subscriptions. Between 2019 and 2021, according to the lawsuit, over 578,000 subscribers abandoned their attempts to compensate via telephone while waiting in the queue to connect with a live agent.
Customer Testimonies
One customer shared in an affidavit, "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."
Legal Ramifications
The lawsuit filed by the attorney general seeks financial penalties against SiriusXM, including compensation for the time customers spent navigating what was described as "a deliberately lengthy" cancellation process. The legal battle underscores the growing scrutiny on companies for their subscription management practices, especially in the digital service sector.
Seeking Legal Assistance
As this legal drama unfolds, subscribers caught amid subscription disputes are reminded of the importance of seeking legal advice from experienced professionals. The SiriusXM case is a stark reminder that understanding your rights and having the proper legal support can be crucial when dealing with complex consumer issues. If you face challenges with subscription cancellations or similar matters, consulting with a knowledgeable lawyer can guide you to navigate such situations effectively.
If you or someone you know is facing challenges with subscription cancellations, consider consulting with a legal expert to understand your rights and explore potential courses of action.
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