Current:Home > MyNew York sues SiriusXM, accusing company of making it deliberately hard to cancel subscriptions-VaTradeCoin
New York sues SiriusXM, accusing company of making it deliberately hard to cancel subscriptions
lotradecoin historical trading data access View Date:2024-12-25 23:44:58
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.
veryGood! (1498)
Related
- Amazon's Thank My Driver feature returns: How to give a free $5 tip after delivery
- Man killed during FBI raid in Utah posted threats online against Biden, sources say
- Parents see own health spiral as their kids' mental illnesses worsen
- People in Hawaii are being treated for wildfire burns, officials say. Follow along for live updates
- ParkMobile $32.8 million settlement: How to join class
- Twitter-turned-X CEO Linda Yaccarino working to win back brands on Elon Musk’s platform
- Bollinger Shipyard plans to close its operations in New Orleans after 3 decades
- Sydney Sweeney Shares How She and Glen Powell Really Feel About Those Romance Rumors
- Mystery drones are swarming New Jersey skies, but can you shoot them down?
- How did the Maui fires start? What we know about humans making disasters worse
Ranking
- Albertsons gives up on Kroger merger and sues the grocery chain for failing to secure deal
- The Swift impact: Eras Tour stop is boosting Los Angeles' GDP by estimated $320 million
- Philippine president suspends 22 land reclamation projects in Manila Bay after US airs concerns
- Journalists seek regulations to govern fast-moving artificial intelligence technology
- Albertsons gives up on Kroger merger and sues the grocery chain for failing to secure deal
- Treat Yourself to $600 Worth of Self-Care Products for $75: Elemis, Augustinus Bader, Slip, Nest & More
- Dam in Norway partially bursts after days of heavy rain, flooding and evacuations
- Brody Jenner's Mom Reacts to His Ex Kaitlynn Carter's Engagement
Recommendation
-
What was 2024's best movie? From 'The Substance' to 'Conclave,' our top 10
-
Check your fridge! Organic kiwi recalled in 14 states may be contaminated with deadly listeria.
-
Hall of Fame coach Dennis Erickson blames presidents' greed for Pac-12's downfall
-
At least 27 migrants found dead in the desert near Tunisian border, Libyan government says
-
Mega Millions winning numbers for Tuesday, Dec. 10 drawing: $619 million lottery jackpot
-
Trial begins for man charged in killing of girl, 10, whose disappearance prompted monthslong search
-
He worried about providing for his family when he went blind. Now he's got a whole new career.
-
Dramatic video shows 3 fishermen clinging to buoy off Nantucket rescued by Coast Guard helicopter crew