This user reached out to our support team on 08/** and 8/** saying that he was having issues accessing his subscription across multiple platformsHe received automatic responses that provide general troubleshooting techniques During the preseason there was an issue where many users who purchased
through in-app purchases were unable to sync their subscriptionsThis issue was resolved shortly before the season started but the information on how to sync accounts was apparently not supplied to this userOn 10/** this user reached back out again saying they were still unable to access across platformsHe was responded to on 10/** with sync informationThis did not resolve ***’s issues as he had canceled auto-renew through his in-app purchase and we have learned that if you opt out of auto-renew on Android devices, you are unable to restore your purchases on your subscriptionWe have now provided *** with a 100% off promo code and initiated a full refund on his account for the trouble he had throughout this process We apologize for the inconvenience
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 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 confusionThe NFL gave users until August *, 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
We were unable to locate any correspondence in our system from this user until 8/**/They received an automatic response that they were in queue to have their subscription refundedThe refund for their purchase was initiated on 8/** and our team confirmed this with them on the same day
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
*** reached out to our team on 7/** as he indicatedHe submitted he said that his purchase originated in Canada when users who purchased using a Canadian IP address should not have renewedHis ticket was responded to with an automatic response that stated that there was a new exciting future
for Game Pass in Canada and was closedOn 8/* *** reached out again twice and received appropriate responses and did not respond through those tickets so we did not continue working with him on those ticketsHe reached out another time on August ***, selecting that he purchased within Canada and received the response which triggered that automatic response againOn August *** he reached out through the Game Pass field and received an automatic response that he was in queue to be canceled and refundedNL processed the cancel and refund for *** on September 5th and he received confirmation of the refund*** had originally purchased his subscription using an IP address in ChileOur team confirmed the refund to Robert
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
This user is located within Spain and renewed for Game Pass EuropeWe do not have access to the European support team’s correspondence as that is run by DeltaTre but I can confirm that the Game Pass Europe app is not available for anything less than 4th Generation Apple TV’s. We reached out
to the European support team on this user's behalf and can confirm that this user's subscription has been canceled and the user has been refunded
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 companyHis 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
This user reached out to our support team on 08/** and 8/** saying that he was having issues accessing his subscription across multiple platformsHe received automatic responses that provide general troubleshooting techniques During the preseason there was an issue where many users who purchased
through in-app purchases were unable to sync their subscriptionsThis issue was resolved shortly before the season started but the information on how to sync accounts was apparently not supplied to this userOn 10/** this user reached back out again saying they were still unable to access across platformsHe was responded to on 10/** with sync informationThis did not resolve ***’s issues as he had canceled auto-renew through his in-app purchase and we have learned that if you opt out of auto-renew on Android devices, you are unable to restore your purchases on your subscriptionWe have now provided *** with a 100% off promo code and initiated a full refund on his account for the trouble he had throughout this process We apologize for the inconvenience
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 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 confusionThe NFL gave users until August *, 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
We were unable to locate any correspondence in our system from this user until 8/**/They received an automatic response that they were in queue to have their subscription refundedThe refund for their purchase was initiated on 8/** and our team confirmed this with them on the same day
The NFL Sunday Ticket product is operated by DirecTV and not the NFL. This customer should contact DTV to log his/her complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
This issue has been resolved for the user. We apologize for any inconvenience
This user has now been refunded in full. We trust this resolves the complaint
*** reached out to our team on 7/** as he indicatedHe submitted he said that his purchase originated in Canada when users who purchased using a Canadian IP address should not have renewedHis ticket was responded to with an automatic response that stated that there was a new exciting future
for Game Pass in Canada and was closedOn 8/* *** reached out again twice and received appropriate responses and did not respond through those tickets so we did not continue working with him on those ticketsHe reached out another time on August ***, selecting that he purchased within Canada and received the response which triggered that automatic response againOn August *** he reached out through the Game Pass field and received an automatic response that he was in queue to be canceled and refundedNL processed the cancel and refund for *** on September 5th and he received confirmation of the refund*** had originally purchased his subscription using an IP address in ChileOur team confirmed the refund to Robert
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 have canceled this user's subscription and have refunded him in fullWe apologize for the confusion and delayed response
Revdex.com:At this time, I have not been contacted by NFL Enterprises, LLC regarding complaint ID ***.Sincerely,*** ***
This user is located within Spain and renewed for Game Pass EuropeWe do not have access to the European support team’s correspondence as that is run by DeltaTre but I can confirm that the Game Pass Europe app is not available for anything less than 4th Generation Apple TV’s. We reached out
to the European support team on this user's behalf and can confirm that this user's subscription has been canceled and the user has been refunded
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 companyHis 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 We apologize for the inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
This user was refunded in full