NY Attorney General sues Sirius XM and claims their process to cancel subscription is illegal. New York’s attorney general, Letitia James, recently filed a lawsuit against SiriusXM, a popular satellite radio and streaming service.
The lawsuit alleges that SiriusXM intentionally made it challenging for customers to cancel their subscriptions, leading to extended waiting times in automated systems and prolonged interactions with agents who aimed to dissuade subscribers from canceling.
The complaints that prompted the attorney general’s action highlighted SiriusXM’s practice of subjecting subscribers to a lengthy and frustrating cancellation process. Customers reported being forced to endure extended waits in automated systems before engaging with agents, and these interactions often involved efforts to persuade customers to retain their subscriptions.
The attorney general’s office contends that such practices are a violation of consumer protection laws, making it illegal to intentionally impose hurdles for canceling subscriptions.
In response to the allegations, SiriusXM disputed the claims and argued that any delays experienced by customers were, in part, a result of pandemic-related impacts on its operations. The company maintained that many of its subscription plans could be canceled easily with a simple click 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,” said Jessica Casano-Antonellis, a spokeswoman for the company.
NY Attorney General sues Sirius XM. According to the attorney general’s office, “the cancellation process for SiriusXM subscribers took an average of 11.5 minutes over the phone and 30 minutes online, though for many customers, the duration was significantly longer.”
Between 2019 and 2021, the lawsuit claims that over 578,000 subscribers who attempted to cancel via phone abandoned their efforts while waiting in the queue to connect with a live agent.
The lawsuit emphasizes the frustration and inconvenience experienced by customers during the cancellation process. Affidavits from subscribers detail their struggles, with one customer reporting, “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.”
Beyond addressing the specific grievances of individual customers, the lawsuit seeks financial penalties against SiriusXM. It includes compensation for the time customers spent online during what the attorney general describes as “a deliberately lengthy” cancellation process.
This legal action underscores the growing importance of consumer rights and protection in an era where subscription-based services are prevalent. As more consumers rely on various subscription services for entertainment, news, and other content, ensuring transparent and accessible cancellation processes becomes critical. Authorities like the attorney general are increasingly taking a closer look at the practices of service providers to uphold consumer rights and prevent businesses from creating undue obstacles when customers choose to discontinue their subscriptions.
The outcome of this lawsuit may have broader implications for the subscription service industry, influencing how companies structure their cancellation processes and engage with customers seeking to end their subscriptions.
It highlights the need for businesses to prioritize clear, user-friendly procedures for subscribers who wish to cancel services, promoting transparency and fair practices in the evolving landscape of digital content consumption.
