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] ***
[redacted] reached out to our team on 9/ [redacted] to request a cancellation/refundShe received an automatic response that said we would get to her request and her request was put in queue for it to be cancelledOn 9/ [redacted] our team responded saying that the account linked to her email address was cancelled successfully, and that there was no charge that we located in our system linked to that accountIt was explained that her bank authorized the transaction and the funds were put “on hold” but there is no charge in our system to refundShe did not respond after this was sent to herWe reached back out to follow up with [redacted] and let her know that we don’t see any charges in our system from her account and let her know that show can reach out with any further questions We trust this resolves the complaint
This user reached out to our team on 9/ [redacted] with access issues to Game Pass while being stationed in JapanHe received an automatic response that our team would get to his requestOn 9/ [redacted] and 9/ [redacted] he reached out to our team and this time was requesting the cancellation of a free trialBoth of these tickets received automatic responses that he was in queue to be refundedOn 9/ [redacted] his later two tickets were merged into his ticket from 9/ [redacted] and were not treated like cancellation and refund requestsOur team then sent over a big response with lots of troubleshooting techniques and other information regarding Game PassHe did not respond after thisOur team has now canceled [redacted] ’s subscription and initiated a refund
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] ***
This user emailed NFL customer support on 8/ [redacted] asking to cancel his subscription to game pass NFL replied on 8/ [redacted] asking for the user's NFL.com user name, or, the cardholder name, phone number, billing address and last four digits of the credit card that was entered during registration NFL never heard back Email address doesn’t always correlate to their [redacted] account, or they might email us from an account notassociated to the account we have to actionThus, user wasn’t cancelled.Please ask this user to provide the information above and we will process a cancellation and fully refund him
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 *, 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 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 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
There has been a lot of confusion with this user and his complimentary Season Ticket Member Game Pass subscriptionThe season ticket promo codes are only available for Game Pass domestic within the United StatesHe was refunded on 9/ [redacted] for a purchase made within the preseasonHe then successfully applied his promo code to his [redacted] account for access on 9/**This subscription is only available for access within the United States and we do not provide any promo codes for access outside of the United StatesWe have reached back out to [redacted] to let him know that if he wants to have continued access to Game Pass while he is within Europe, he will need to purchase a European subscription as his subscription will not be accessible within EuropeWe let him know that we will work with him when he gets back to the United States if he has any issues accessing the subscription he has for Game Pass Domestic
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: The information for the NFL is incorrectThis was not a trial subscriptionThis was a full subscription that are got included with my Minnesota Vikings Season TicketsPlease recheck you facts and fix thisThis still does not explain how I can watch everything just fine from a computer, but that app is not workingPlease fix and adviseIf I need to resubmit another compliant, I can simply do that because you are not stating the truth and avoiding the issueThanks for understanding Regards In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We would be happy to provide an appropriate refund but have been unable to locate this user via the email address providedIn order to assist, we need the username or the email address used to sign up
Revdex.com: Thank you for being of much help with thisKeep 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]
Our records show that this user signed up for a free trial on 8/**, and then cancelled his free trial on 8/** We do not have a record of this individual being charged
This user reached out for a refund outside of the time the terms and conditions allow for refundsHe purchased on 08/ [redacted] and reached out on 10/ [redacted] and 10/ [redacted] for a refund as Game Pass does not provide access to live games in the U.SHe was denied on both requests The product offering for Game Pass within the United States is clear in all marketing - all regular season games are shown on demand, and not live
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:I have points that need clarification based on the response.1) In the response, there was no clarification of how the exchange rate was determined Is it based on a monthly average, a certain date, a yearly average? Exchange rates vary a great deal throughout the year.2) In the response, the "terms and conditions" were mentioned several times However, in the terms and conditions on the website, there was no mention of the fact that the price paid in other countries was linked to the US$ price The only thing that was mentioned, as noted in the response, was that auto-renewal would be at the lower of the published current year price or the published previous year price.Conveniently, I have found that the "terms and conditions" were updated on July [redacted] 2015, conveniently after I had made my request for an explanation.So yes, now the terms and conditions reflect what was mentioned in the response, but only starting on July **, 2015.I have attached the previous "terms and conditions" for reference that I printed as a PDF file The file was taken directly from the website on July [redacted] 2015.Can you show me where in the terms and conditions before [redacted] July that it was mentioned that the price is linked to the US price?Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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]
The Game Pass product allows a user to watch preseason games live; however, in the United States, regular season games are only available on a delayed basis. The marketing for this product makes that clear. For example, attached is a screen shot of the sign up page, which clearly
states that the Game Pass product will give you access to "full broadcast replays", rather than live gamesIn addition, attached please find an example of an e-mail marketing Game Pass this preseason - which advertises live preseason games, but states at the bottom that "NFL Game Pass does not include live regular season, playoff or Super Bowl game broadcasts", as well as an example of an e-mail that advertises the availability of "full game replays" of regular season games (and again contains the language explaining that NFL Game Pass does not include live regular season games). We believe that the marketing for NFL Game Pass in the United States is clear as to what it includes (e.g., live preseason games, replays of all other games, as well as many other features, including coaches film, and live hometown audio) , and is not deceiving in any manner
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,
*** ***
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] ***
We have refunded this user and canceled the subscription to Game Pass Apologize for any inconvenience
[redacted] reached out to our team on 9/ [redacted] to request a cancellation/refundShe received an automatic response that said we would get to her request and her request was put in queue for it to be cancelledOn 9/ [redacted] our team responded saying that the account linked to her email address was cancelled successfully, and that there was no charge that we located in our system linked to that accountIt was explained that her bank authorized the transaction and the funds were put “on hold” but there is no charge in our system to refundShe did not respond after this was sent to herWe reached back out to follow up with [redacted] and let her know that we don’t see any charges in our system from her account and let her know that show can reach out with any further questions We trust this resolves the complaint
This user is now in touch with Colin T [redacted] from our customer support team who is working directly with the user to solve his complaint
This user reached out to our team on 9/ [redacted] with access issues to Game Pass while being stationed in JapanHe received an automatic response that our team would get to his requestOn 9/ [redacted] and 9/ [redacted] he reached out to our team and this time was requesting the cancellation of a free trialBoth of these tickets received automatic responses that he was in queue to be refundedOn 9/ [redacted] his later two tickets were merged into his ticket from 9/ [redacted] and were not treated like cancellation and refund requestsOur team then sent over a big response with lots of troubleshooting techniques and other information regarding Game PassHe did not respond after thisOur team has now canceled [redacted] ’s subscription and initiated a refund
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] ***
This user emailed NFL customer support on 8/ [redacted] asking to cancel his subscription to game pass NFL replied on 8/ [redacted] asking for the user's NFL.com user name, or, the cardholder name, phone number, billing address and last four digits of the credit card that was entered during registration NFL never heard back Email address doesn’t always correlate to their [redacted] account, or they might email us from an account notassociated to the account we have to actionThus, user wasn’t cancelled.Please ask this user to provide the information above and we will process a cancellation and fully refund him
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 *, 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 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 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
There has been a lot of confusion with this user and his complimentary Season Ticket Member Game Pass subscriptionThe season ticket promo codes are only available for Game Pass domestic within the United StatesHe was refunded on 9/ [redacted] for a purchase made within the preseasonHe then successfully applied his promo code to his [redacted] account for access on 9/**This subscription is only available for access within the United States and we do not provide any promo codes for access outside of the United StatesWe have reached back out to [redacted] to let him know that if he wants to have continued access to Game Pass while he is within Europe, he will need to purchase a European subscription as his subscription will not be accessible within EuropeWe let him know that we will work with him when he gets back to the United States if he has any issues accessing the subscription he has for Game Pass Domestic
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: The information for the NFL is incorrectThis was not a trial subscriptionThis was a full subscription that are got included with my Minnesota Vikings Season TicketsPlease recheck you facts and fix thisThis still does not explain how I can watch everything just fine from a computer, but that app is not workingPlease fix and adviseIf I need to resubmit another compliant, I can simply do that because you are not stating the truth and avoiding the issueThanks for understanding Regards In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
It appears that the user inadvertently signed up for Game Pass Domestic and was charged $84.99 USD on 1216.
We would be happy to provide an appropriate refund but have been unable to locate this user via the email address providedIn order to assist, we need the username or the email address used to sign up
Revdex.com: Thank you for being of much help with thisKeep up the good work, sorry for any confusion but the email associated with the account is [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Our records show that this user signed up for a free trial on 8/**, and then cancelled his free trial on 8/** We do not have a record of this individual being charged
This user reached out for a refund outside of the time the terms and conditions allow for refundsHe purchased on 08/ [redacted] and reached out on 10/ [redacted] and 10/ [redacted] for a refund as Game Pass does not provide access to live games in the U.SHe was denied on both requests The product offering for Game Pass within the United States is clear in all marketing - all regular season games are shown on demand, and not live
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:I have points that need clarification based on the response.1) In the response, there was no clarification of how the exchange rate was determined Is it based on a monthly average, a certain date, a yearly average? Exchange rates vary a great deal throughout the year.2) In the response, the "terms and conditions" were mentioned several times However, in the terms and conditions on the website, there was no mention of the fact that the price paid in other countries was linked to the US$ price The only thing that was mentioned, as noted in the response, was that auto-renewal would be at the lower of the published current year price or the published previous year price.Conveniently, I have found that the "terms and conditions" were updated on July [redacted] 2015, conveniently after I had made my request for an explanation.So yes, now the terms and conditions reflect what was mentioned in the response, but only starting on July **, 2015.I have attached the previous "terms and conditions" for reference that I printed as a PDF file The file was taken directly from the website on July [redacted] 2015.Can you show me where in the terms and conditions before [redacted] July that it was mentioned that the price is linked to the US price?Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above 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]
The Game Pass product allows a user to watch preseason games live; however, in the United States, regular season games are only available on a delayed basis. The marketing for this product makes that clear. For example, attached is a screen shot of the sign up page, which clearly
states that the Game Pass product will give you access to "full broadcast replays", rather than live gamesIn addition, attached please find an example of an e-mail marketing Game Pass this preseason - which advertises live preseason games, but states at the bottom that "NFL Game Pass does not include live regular season, playoff or Super Bowl game broadcasts", as well as an example of an e-mail that advertises the availability of "full game replays" of regular season games (and again contains the language explaining that NFL Game Pass does not include live regular season games). We believe that the marketing for NFL Game Pass in the United States is clear as to what it includes (e.g., live preseason games, replays of all other games, as well as many other features, including coaches film, and live hometown audio) , and is not deceiving in any manner
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,
*** ***