NFL Enterprises

This user asked for a refund and didn't get it from NFL because he was outside the permitted window for refunds.  He was upset and therefore he complained to his credit card company. His credit card company filed a  chargeback against the NFL seeking a full refund of the $ paid.  When a formal chargeback is filed our payment engine is no longer able to provide a user a refund since his account is frozen in a chargeback state.  As a result we are unable to refund this user.  If this user's credit card company  believes the user should get a refund they will refund the user.

This user has been refunded in full.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Game Pass users were initially contacted about the auto-renewal on July *, 2015.  Shortly after sending the auto-renewal e-mail, the NFL recognized that there was confusion regarding pricing as a result of the fluctuation in the exchange rate from 2014 to 2015.  As a result, the NFL sent another e-mail to its users (see attached), clarifying the fact that the auto-renewal price is based on US Dollars, and as a result, may not be lower in local currency than the price paid in 2014.  At the same time, the terms and conditions were updated to clarify the exchange rate confusion. The NFL gave users until August *, 2015 before it processed the auto-renewal charges.  This allowed several weeks for users to determine whether they wanted to continue with the product given the exchange rate currency fluctuation.This user has been refunded in full.  We apologize for any confusion or inconvenience we caused.

This is a complaint about NFLShop.com, which is run by Fanatics on behalf of the NFL.  This complaint should be redirected to Fanatics for appropriate resolution.  Thanks.

This user was refunded in full.

The NFL refunded this individual $69.99 on 8/*/15 for the Game Pass product.This individual did not have access to Game Pass last season from  11/**/14 – 12/*/14, as a result of his failure to update his billing information.       This...

individual bought Game Rewind Season Plus Subscription on 9/*/14.  He elected to pay in installments.  The third installment billing attempt failed on 11/*, 11/* and 11/**, as a result access to the product was revoked on 11/**.  On 12/*, this individual contacted customer support to update billing and process payment.  His service was then immediately reinstated.  His access to the product was uninterrupted after that point.We consider this matter closed, as the NFL has processed a refund for this season at the individual's request.

Customer has been refunded in full.

It appears this user registered for Game Pass International (even though he was not eligible due to US location).  As a result, when attempting to access, he was unable to access because was identified as a domestic user.  This caused confusion in attempting to cancel the...

subscription.  We have corrected the error and refunded the user in full.  We apologize for any inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The NFL Sunday Ticket product is operated by DirecTV and not the NFL.  This customer should contact DTV to log his/her complaint.

Here are the chain of events that led to this complaint: 1.    Address came in to NFL database via ticket exchange on 9/**/14.2.    Address received several emails before opting out on 12/**/14.3.    NFL database honored opt out...

status.4.    Same individual created an NFL.COM account on 12/**/14 with same email address but different name and was assigned a 2nd customer ID (we were not able to identify the 2 accounts - Ticket Exchange and NFL.COM- as belonging to the same person. Person opted into 1st & 10 and marketing messages)5.    Individual opted out of all NFL.COM emails on 12/**/14Because this individual used a different name when he signed up for NFL.com, he was assigned two distinct customer IDs and the customer opt-out flag was not recognized. We have now updated our records to ensure that this individual is opted out of all NFL emails.

Revdex.com:...

Thank you for being of much help with this. Keep up the good work, sorry for any confusion but the email associated with the account is [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 It was not user error. I keep hearing this,but I feel that it is a cover and a effort to cover poor customer service. I have paid to be in this league, yes it is a custom league, and yes I paid to the head of the league, but it is still a payment. This was explained to the customer service dept when I was talking to them. I was told there would be an in depth look into this, but minutes lateri get the same response from them. How is this a indepth look into something that has computer software. A indepth look is not done in a matter of minutes. I can not explain this "glitch", but it is good customer service to do more abt it, and not keep giving the same response of "its your fault". If this is my fault I would own up to it, as this is what a person of character does. I have no reason to lie about this and this is what they are saying I am doing. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This user registered for Game Pass with a promo code during a free trial period.  The user saw a live preseason game on his browser but not on his tablet.  In fact, because the game was in-market, the game should not have been available on the browser or the tablet (live preseason games...

are blacked-out in market, as is clear in the terms of use).  This user has not been charged, and as a result we believe there is nothing more to do to resolve the complaint.

We would be happy to provide an appropriate refund but have been unable to locate this user via
the email address provided. In order to assist, we need the
username or the email address used to sign up.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My account is still active with them and I have no way of removing my...

credit card from the account. This means that whatever glitch allowed the system to enable automatic renewal and charge my card in the first place can do it again. Or if there is a different problem, the system still has my credit card information. So I want my entire account for NFL disabled so there is no way this can happen again.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The user is part of a custom league on NFL.com Fantasy. NFL.com did not receive any payment from the user in question related to this league, nor have we received any payment from anyone in the league related
to the league.
He references “paying to be in the league”, but...

we were not involved in any way with that payment.
In custom leagues, the League Manager has control of all league management responsibilities and league settings, including reversal of trades. Custom League “Fair Play” guidelines are here: [redacted]
Our customer support team explained these details to the user.
We have had zero other reports of issues with the NFL Fantasy app doing the opposite of an intended user action (accepting instead of declining a trade). Given how native mobile apps are built, if this was an issue, we
would have thousands of complaints and the need to make an update on the client-side (by releasing a new version of the app).
Our team is confident this was user error, in which the user accidentally tapped and confirmed the wrong action. By rule/protocol, for a custom league, this is up to the discretion of the
custom league manager.