*** reached out to our team on 9/** saying that he was only receiving live audio for gamesHe received a response on the same day from our team saying that Game Pass is offered in different markets but did not receive information that his subscription was only for access within the United
States and its territories.*** opened up another ticket on 10/** saying that this was not the product he signed up for and that he had not seen a game liveOur team saw that he had an active Game Pass Domestic subscription and responded on 10/saying that he has a subscription that only works within the United States.On 10/** *** responded saying that he purchased within Japan on a Military baseOur team responded saying that we had unrestricted his IP address so he could access his subscription to GPD easilyAfter reading his Revdex.com complaint we canceled/refunded his GPD subscription as it is not what he thought he signed up for and let him know that he would need to purchase a Game Pass Rest of World subscription while within his current location if he wished to watch live games in his location
*** reached out to our team on 10/** saying that he signed up for Red Zone through his NFL Mobile app and received an email that said he signed up for a Trial of NFL Game PassOn 10/** our team responded with a list of instructions on how to cancel a free trial*** reached back out on 10/**
and 10/** posing the question of why he was signed up for the subscription in the first placeAfter investigation, we are unable to locate a charge for Game PassThe email he received does not say Game Pass trial but welcomes him as a subscriber to Game PassIn the Google Play console it shows only one charge associated to his email address and it is for a Red Zone purchase of $It is believed now that this email must have been erroneously triggered out when he purchased Red ZoneOn the “Welcome to NFL Game Pass” *** shared, it does not show a purchase price or have any billing informationWe are investigatingOur customer service team has corresponded with *** and he says in his account he sees no charge for Game Pass eitherI told him that the email was sent in error and that we are investigating the issue but he will not be charged for Game Pass We apologize for any confusion and 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,
*** *** ***
Revdex.com:
I made an second attempt to call this company over the weekend and asked the representative why my account was charged and the trial period was not canceled even after following their guidelines. They stated that "they were simply overwhelmed." Although I don't
find their excuse acceptable, they have canceled the unwanted subscription and claim that my credit card has been credited the $fee (in 3-business days).If my account has not been credited by 8/**/2015, I will reopen a new complaint with the 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,
*** ***
The NFL customer service team denied his cancellation because it came outside of time period provided in the terms and conditionsIt seems this user has some confusion about the capabilities of NFL Game Pass. He says he switched his cable providers to use his subscription and Game Pass doesn’t have any MVPD access for cable providersI have reached out to him to clarify the content that Game Pass provides and the fact that no cable providers will grant access to more content with Game Pass specifically. If this user continues to have concerns or confusion, he should reach out to the customer service agent that has been in touch with him for clarity
***’s first submitted tickets to us came on 8/**, 8/**, and 8/**In these submissions, *** had selected that he purchased in EuropeGame Pass Europe requests are not handled by our team so the auto generated response we send out directs the user to contact our European support team
and the ticket is set to solved*** then reached out again on 8/** and this time selected that he purchased in the U.Sso our team would see the requestOur team was then able to locate an account for Game Pass rest of world*** either purchased outside of Europe during his travels or through a VPNOn 8/** our team responded and denied ***’s refund request because he requested outside of the termsThe customer support team must not have seen the two other requests that came within window our terms and conditions allow*** responded in that same ticket and through other tickets informing the customer service team of their mistakeOn 9/** our customer service team re-reviewed his request and initiated the refund. We apologize for any inconvenience and confusion
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,
*** ***
Incident summary: Frederick submitted separate requests on June ***, *** and July ***He expressed frustration trying to access his account which had stopped workingWe worked with him on a ticket until July *** and asked him for a screenshot of his issueHe responded with the
screenshot on July ***We continued to try and troubleshoot with him but could not resolve his issuesHe was able to regain access on July *** for the first time in over a monthFor his frustrations we initiated a refund for his purchase last season of $and gave him a 100% off promo code to enjoy the 2017-season We hope this satisfactorily resolves his complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The issue can be closedIt is obviously that the company is not going to admit to the wrong doingHowever, I wanted noted that I do not agree with any of the information that they have givenThis issues is and probably will remain unresolved due to the lack of cooperation from the company. Thanks to the Revdex.com for your attempt in resolving the issue. Regards
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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 complaint relates to DirecTV and Sunday Ticket and as a result needs to be redirected to DirecTV Users only get promo codes to Game Pass when they purchase Sunday Ticket from DTV, so we are unable to look into this person's account
Access on Roku will be available soonUnfortunately we do not have an exact date as to when but we are expecting to be able to deliver on Roku by mid-OctoberIfthis user wants a refund, please let us know and we can provide him a refund
Tom reached out to our team on 8/* asking for a refundHe received an automatic response immediately with general information and our team responded to him with a response that told him he was in queue to be refunded on 8/*.On 8/* we responded again telling Tom that we could not locate the account
with the information he provided.Tom reached back out to our team saying he had not received a refund days later and our team had not responded to him.Upon further investigation after the Revdex.com report was filed, we were able to locate his auto renewed account under the email address *** and the username “***” Tom's account has now been canceled and refundedThe subscription Tom has through his season ticket member promo code is still active
Incident summary: Someone used *** ***’s email address to open an *** account and started an NFL Fantasy leagueThe NFL Fantasy league was not drafted and had nobody else in the league so we deleted the league and removed the username “***” from ***
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.It has been resolved thank you very much
Sincerely,
*** ***
This user is in contact with NFL customer support We have not been able to find a charge or Game Pass account for this user We will need that information in order to process a refund
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 resolvedI would have appreciated a more timely response as well as confirmation that my email has been removed entirely from their system, but they seem to have minimal care for their customers, so I guess this is the best that I can hope forAlso, it is worth noting that I attempted to contact them MANY times on my own and NEVER received a response.
Sincerely,
*** ***
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 individual first purchased Season Plus Game Pass in France when France was a test country and was priced at $USD (which converted to $Euros).In 2013, NFL increased the price of the Season Plus Game Pass subscription for users in France to $269.99USD (to match the rest
of the world) (which converted to $Euros). This user was auto-renewed in at the $199.99USD price since the terms and conditions guaranteed auto-renewal at the lower of the published current year price or the published previous year price. In 2014, the NFL kept the price of the Season Plus Game Pass subscription for users in France the same as 2013. This user was auto-renewed at the $269.99USD rate (which converted to $Euros) since the published current year price was the same as the published previous year price. In 2015, the NFL again kept the price of the Season Plus Game Pass subscription for users in France the same. Again, the user was auto-renewed at the $269.99USD rate (which converted to $244.99).As explained above, the rate for Game Pass has been the same (pegged to USD) the past two years. The fluctuation in the exchange rate was beneficial to this user in and 2014, but this year the exchange rate fluctuation has casued the price to increase in Euros. As explained in the terms and conditions - the rate charged is pegged to USD and fluctuations in exchange rate may cause users paying in local currencies to experience price changes.This is what occurred for this user
*** reached out to our team on 9/** saying that he was only receiving live audio for gamesHe received a response on the same day from our team saying that Game Pass is offered in different markets but did not receive information that his subscription was only for access within the United
States and its territories.*** opened up another ticket on 10/** saying that this was not the product he signed up for and that he had not seen a game liveOur team saw that he had an active Game Pass Domestic subscription and responded on 10/saying that he has a subscription that only works within the United States.On 10/** *** responded saying that he purchased within Japan on a Military baseOur team responded saying that we had unrestricted his IP address so he could access his subscription to GPD easilyAfter reading his Revdex.com complaint we canceled/refunded his GPD subscription as it is not what he thought he signed up for and let him know that he would need to purchase a Game Pass Rest of World subscription while within his current location if he wished to watch live games in his location
*** reached out to our team on 10/** saying that he signed up for Red Zone through his NFL Mobile app and received an email that said he signed up for a Trial of NFL Game PassOn 10/** our team responded with a list of instructions on how to cancel a free trial*** reached back out on 10/**
and 10/** posing the question of why he was signed up for the subscription in the first placeAfter investigation, we are unable to locate a charge for Game PassThe email he received does not say Game Pass trial but welcomes him as a subscriber to Game PassIn the Google Play console it shows only one charge associated to his email address and it is for a Red Zone purchase of $It is believed now that this email must have been erroneously triggered out when he purchased Red ZoneOn the “Welcome to NFL Game Pass” *** shared, it does not show a purchase price or have any billing informationWe are investigatingOur customer service team has corresponded with *** and he says in his account he sees no charge for Game Pass eitherI told him that the email was sent in error and that we are investigating the issue but he will not be charged for Game Pass We apologize for any confusion and 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,
*** *** ***
Revdex.com:
I made an second attempt to call this company over the weekend and asked the representative why my account was charged and the trial period was not canceled even after following their guidelines. They stated that "they were simply overwhelmed." Although I don't
find their excuse acceptable, they have canceled the unwanted subscription and claim that my credit card has been credited the $fee (in 3-business days).If my account has not been credited by 8/**/2015, I will reopen a new complaint with the 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,
*** ***
The NFL customer service team denied his cancellation because it came outside of time period provided in the terms and conditionsIt seems this user has some confusion about the capabilities of NFL Game Pass. He says he switched his cable providers to use his subscription and Game Pass doesn’t have any MVPD access for cable providersI have reached out to him to clarify the content that Game Pass provides and the fact that no cable providers will grant access to more content with Game Pass specifically. If this user continues to have concerns or confusion, he should reach out to the customer service agent that has been in touch with him for clarity
***’s first submitted tickets to us came on 8/**, 8/**, and 8/**In these submissions, *** had selected that he purchased in EuropeGame Pass Europe requests are not handled by our team so the auto generated response we send out directs the user to contact our European support team
and the ticket is set to solved*** then reached out again on 8/** and this time selected that he purchased in the U.Sso our team would see the requestOur team was then able to locate an account for Game Pass rest of world*** either purchased outside of Europe during his travels or through a VPNOn 8/** our team responded and denied ***’s refund request because he requested outside of the termsThe customer support team must not have seen the two other requests that came within window our terms and conditions allow*** responded in that same ticket and through other tickets informing the customer service team of their mistakeOn 9/** our customer service team re-reviewed his request and initiated the refund. We apologize for any inconvenience and confusion
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,
*** ***
Incident summary: Frederick submitted separate requests on June ***, *** and July ***He expressed frustration trying to access his account which had stopped workingWe worked with him on a ticket until July *** and asked him for a screenshot of his issueHe responded with the
screenshot on July ***We continued to try and troubleshoot with him but could not resolve his issuesHe was able to regain access on July *** for the first time in over a monthFor his frustrations we initiated a refund for his purchase last season of $and gave him a 100% off promo code to enjoy the 2017-season We hope this satisfactorily resolves his complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The issue can be closedIt is obviously that the company is not going to admit to the wrong doingHowever, I wanted noted that I do not agree with any of the information that they have givenThis issues is and probably will remain unresolved due to the lack of cooperation from the company. Thanks to the Revdex.com for your attempt in resolving the issue. Regards
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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 complaint relates to DirecTV and Sunday Ticket and as a result needs to be redirected to DirecTV Users only get promo codes to Game Pass when they purchase Sunday Ticket from DTV, so we are unable to look into this person's account
This user has been refunded in full Apologize for any inconvenience
Access on Roku will be available soonUnfortunately we do not have an exact date as to when but we are expecting to be able to deliver on Roku by mid-OctoberIfthis user wants a refund, please let us know and we can provide him a refund
Tom reached out to our team on 8/* asking for a refundHe received an automatic response immediately with general information and our team responded to him with a response that told him he was in queue to be refunded on 8/*.On 8/* we responded again telling Tom that we could not locate the account
with the information he provided.Tom reached back out to our team saying he had not received a refund days later and our team had not responded to him.Upon further investigation after the Revdex.com report was filed, we were able to locate his auto renewed account under the email address *** and the username “***” Tom's account has now been canceled and refundedThe subscription Tom has through his season ticket member promo code is still active
Incident summary: Someone used *** ***’s email address to open an *** account and started an NFL Fantasy leagueThe NFL Fantasy league was not drafted and had nobody else in the league so we deleted the league and removed the username “***” from ***
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.It has been resolved thank you very much
Sincerely,
*** ***
This user is in contact with NFL customer support We have not been able to find a charge or Game Pass account for this user We will need that information in order to process a refund
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 resolvedI would have appreciated a more timely response as well as confirmation that my email has been removed entirely from their system, but they seem to have minimal care for their customers, so I guess this is the best that I can hope forAlso, it is worth noting that I attempted to contact them MANY times on my own and NEVER received a response.
Sincerely,
*** ***
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 individual first purchased Season Plus Game Pass in France when France was a test country and was priced at $USD (which converted to $Euros).In 2013, NFL increased the price of the Season Plus Game Pass subscription for users in France to $269.99USD (to match the rest
of the world) (which converted to $Euros). This user was auto-renewed in at the $199.99USD price since the terms and conditions guaranteed auto-renewal at the lower of the published current year price or the published previous year price. In 2014, the NFL kept the price of the Season Plus Game Pass subscription for users in France the same as 2013. This user was auto-renewed at the $269.99USD rate (which converted to $Euros) since the published current year price was the same as the published previous year price. In 2015, the NFL again kept the price of the Season Plus Game Pass subscription for users in France the same. Again, the user was auto-renewed at the $269.99USD rate (which converted to $244.99).As explained above, the rate for Game Pass has been the same (pegged to USD) the past two years. The fluctuation in the exchange rate was beneficial to this user in and 2014, but this year the exchange rate fluctuation has casued the price to increase in Euros. As explained in the terms and conditions - the rate charged is pegged to USD and fluctuations in exchange rate may cause users paying in local currencies to experience price changes.This is what occurred for this user