New York Attorney General Sues SiriusXM Over Difficult Subscription Cancellation Process
New York Attorney General Letitia James has filed a lawsuit against SiriusXM, alleging that the company intentionally makes it difficult for customers to cancel their subscriptions. The attorney general's office received numerous complaints from customers who were forced to wait in an automated system and endure lengthy interactions with agents who tried to dissuade them from canceling.
SiriusXM Accused of Making Subscription Cancellation Difficult
New York Attorney General Letitia James has filed a lawsuit against SiriusXM, accusing the satellite radio and streaming service of intentionally creating obstacles for customers who want to cancel their subscriptions. Customers reportedly had to wait in an automated system and then engage in lengthy interactions with agents who tried to persuade them not to cancel.
According to a statement from the attorney general's office, making it difficult for customers to cancel subscriptions is illegal. The office has received complaints from numerous customers about the stressful and frustrating process of canceling a subscription.
SiriusXM Disputes Claims
SiriusXM has disputed the allegations raised in the lawsuit. The company argues that any delays in the cancellation process were partly caused by the effects of the pandemic on their operations. They also claim that many of their plans can be canceled with a simple click of a button online.
In a statement, a spokesperson for SiriusXM expressed their intention to vigorously defend against the allegations. They stated that the complaint has grossly mischaracterized SiriusXM's practices and that they offer a variety of options for customers to sign up for or cancel their subscriptions.
Lengthy Cancellation Process and Customer Complaints
The attorney general's office revealed that it takes subscribers an average of 11.5 minutes to cancel their subscription by phone and 30 minutes to cancel online. However, for many subscribers, the process takes much longer. The lawsuit highlights that between 2019 and 2021, over 578,000 subscribers who attempted to cancel their subscription by phone abandoned their efforts while waiting to connect with a live agent.
Customer complaints regarding the cancellation process were also mentioned in the lawsuit. One customer shared in an affidavit that they had to wait almost half an hour to speak to a customer representative, only to be promptly hung up on. They then had to endure another 30-minute wait, just to cancel a service they would have preferred to cancel online.
Legal Action Seeks Penalties and Compensation
The lawsuit filed by the attorney general's office seeks financial penalties against SiriusXM. It also aims to obtain compensation for the time customers spent trying to cancel their subscription online. The attorney general referred to the cancellation process as deliberately lengthy and argues that customers deserve relief for the burden they faced.
The lawsuit serves as a step toward holding companies accountable for their subscription cancellation practices. The attorney general's office is seeking resolution and justice for customers who have experienced difficulties in ending their subscriptions.
