Incident summary:*** originally reached out to our team on 8/** asking why the amount he paid for his subscription was less than was offered on a browser when he looked it upHis subscription was originally purchased on an iOS deviceHe received an automatic response that his request was in queue for investigation that included general troubleshooting information.On 9/* our support team responded with a basic response that said we were still getting to ***’s requestOn 9/** our team sent the following response:Thank you for following upWe apologize for any inconvenience you have encountered with our serviceUnfortunately we are unable to process a partial refund, but can initiate a cancel/refund allowing you to purchase at the lower ratePlease contact us again to confirm the cancellation requestPart of this response was accurate but the second half of it was notThe reason we were unable to partially refund this user was that he originally purchased on an iOS device and we do not have access to ***’s eCommerce platform or databasesSo the second half of the response where we say we “can initiate a cancel/refund/refund allowing you to purchase at the lower rate” is not accurateWe have a response that should have been applied for this user and it is:Thank you for contacting NFL Digital Care. Making NFL Game Pass available on as many platforms as possible presents a challenge globally, as prices fluctuate due to varying exchange rates and on differing platforms (NFL.com vs *** pricing, for instance)NFL Digital Care does not partially refund fans to account for platform pricing differences or for pricing differences due to exchange rates. We are always evaluating pricing and plans and markets to better serve our fans; for the latest go to ***Please make sure to clear your browser history (or use in incognito or private mode!) for better service. We have reached back out to *** to let him know that he would need to get a refund from *** in order to purchase at the rate the browser displays in his current regionHe reached back out saying they denied his request and we provided him with a promo code for 100% off for this season on top of what he has that he can share with anyone and let him know that he can reach out to us for a promo code for access next season
Revdex.com:
Shortly after I submitted this complaint with the Revdex.com the business refunded my account as requested. 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. Thank You for your assistance in resolving this matter
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,
*** ***
At this time, I have been contacted directly by NFL Enterprises, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
I was contacted days ago, Saturday the *** of OctoberHowever, as I submitted this complaint on the *** of
September, it took them over three weeks to respond to meThey are refusing to refund me the small difference in price, and still cannot tell me when the app on my ***TV I use as a means of watching the services that I have paid for will workAlso, he mentioned exchange rates as a reason, but I paid the same price last year as I did this year, so I find fault in that arguementI am extremely dissatisfied with their response times and customer service
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** reached out to our team on 9/** 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/** 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 *** 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
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 support team on 8/**He received an automatic response that he was put into queue to be canceled and refundedIn his ticket he claimed that he wanted to keep the $subscription and refund the higher priced Game Pass subscription not understanding that the price
points were for different packages (Domestic and Rest of World)On 8/** we executed his request and canceled the subscription to rest of world subscription, and left him with the $dollar subscription to Game Pass domestic which is not accessible within JapanUpon conclusion he stated that he wanted to keep the rest of world pass but wanted to pay $Our team responded to him stating that he has an active Game Pass domestic subscription on August ***He responded several times asking to have his subscription converted to an International subscription or to get a refundWe have now canceled his subscription We apologize for any delay and confusion
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***:NFL Enterprises has refunded my moneyTHAT I acceptFinancially, everything is now cool.They are liars about what went downI never received any "message" about my cancellation, as they claimThis alleged message seems conveniently to put the onus on ME to make sure THEIR system works right -- That doesn't make sense -- The only way I had of knowing that my cancellation request failed was when my credit card was actually billedIf their cancellation mechanism does not work, that is their fault, not mineMy messages about being mistakenly charged were ignored -- and they allow no mechanisms to contact a actual human beings in order to get my concerns addressed -- To me, this has all the appearance of a deliberate policy to discourage cancellations during the Trial PeriodBuyer beware! I believe that without the Revdex.com intervention, these cretins would not ever have acknowledged my claim.Thank you, Revdex.com !!!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I have points that need clarification based on the response.1) In the response, there was no clarification of how the exchange rate was determined Is it based on a monthly average, a certain date, a yearly average? Exchange rates vary a great deal throughout the year.2) In the response, the "terms and conditions" were mentioned several times However, in the terms and conditions on the website, there was no mention of the fact that the price paid in other countries was linked to the US$ 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 ** 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 ** 2015.Can you show me where in the terms and conditions before ** 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,
*** ***
At this time, I have been contacted directly by NFL Enterprises, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
I still have not received a refundI received an email from Colin at NFL Digital Care stating that there was a mistake and no
refund was not initiated and that I was right to be upset, dispute the charge and file with the Revdex.comHe stated he would be happy to assist and would like to give me a refund but they have no say once a dispute is filedHe also said if I am able to rescind the dispute in order for them to proceed, I should let them know
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com: Thank you for your assistanceJust this afternoon, I did receive an email from the company with a resolution
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,
*** ***
Shane reached out to our team on 8/** shortly after he was double chargedHe received an automatic response that his request was in queue for us to assist in his issueOn 8/** Shane received a response with General troubleshooting and did not address the double chargeOn 8/** Shane opened up a
new ticket with the same concerns and inadvertently received troubleshooting information for PSOn 10/** Shane reached back out saying he was charged double and our team canceled the double charge with him the same dayShane’s subscription has been successfully canceled and refunded We apologize for any inconvenience
We have no record of any charge being made to the user associated with this complaint. If the user can provide us evidence of the charge, we will happily cancel the subscription and refund in full. Apologize for any inconvenience
In responding to ***'s original customer service inquiry, we were focused on ***'s complaints under ***. While working with *** he revealed that he had submitted a customer service request using an alternate email address that was not present in the Revdex.com complaint (***).Our customer service team worked with ***’s support team to provide a refund for *** and we have offered him two 100% off promo codes (one for the 2017-season, and one for the 2018-season - which we will provide him when we generate the promo codes). We apologize for his inconvenience and are hopeful this resolves his complaint
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 ***
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# ***, 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,
*** ***
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 has been refunded We apologize for the inconvenience
Incident summary:*** originally reached out to our team on 8/** asking why the amount he paid for his subscription was less than was offered on a browser when he looked it upHis subscription was originally purchased on an iOS deviceHe received an automatic response that his request was in queue for investigation that included general troubleshooting information.On 9/* our support team responded with a basic response that said we were still getting to ***’s requestOn 9/** our team sent the following response:Thank you for following upWe apologize for any inconvenience you have encountered with our serviceUnfortunately we are unable to process a partial refund, but can initiate a cancel/refund allowing you to purchase at the lower ratePlease contact us again to confirm the cancellation requestPart of this response was accurate but the second half of it was notThe reason we were unable to partially refund this user was that he originally purchased on an iOS device and we do not have access to ***’s eCommerce platform or databasesSo the second half of the response where we say we “can initiate a cancel/refund/refund allowing you to purchase at the lower rate” is not accurateWe have a response that should have been applied for this user and it is:Thank you for contacting NFL Digital Care. Making NFL Game Pass available on as many platforms as possible presents a challenge globally, as prices fluctuate due to varying exchange rates and on differing platforms (NFL.com vs *** pricing, for instance)NFL Digital Care does not partially refund fans to account for platform pricing differences or for pricing differences due to exchange rates. We are always evaluating pricing and plans and markets to better serve our fans; for the latest go to ***Please make sure to clear your browser history (or use in incognito or private mode!) for better service. We have reached back out to *** to let him know that he would need to get a refund from *** in order to purchase at the rate the browser displays in his current regionHe reached back out saying they denied his request and we provided him with a promo code for 100% off for this season on top of what he has that he can share with anyone and let him know that he can reach out to us for a promo code for access next season
Revdex.com:
Shortly after I submitted this complaint with the Revdex.com the business refunded my account as requested. 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. Thank You for your assistance in resolving this matter
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,
*** ***
At this time, I have been contacted directly by NFL Enterprises, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
I was contacted days ago, Saturday the *** of OctoberHowever, as I submitted this complaint on the *** of
September, it took them over three weeks to respond to meThey are refusing to refund me the small difference in price, and still cannot tell me when the app on my ***TV I use as a means of watching the services that I have paid for will workAlso, he mentioned exchange rates as a reason, but I paid the same price last year as I did this year, so I find fault in that arguementI am extremely dissatisfied with their response times and customer service
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** reached out to our team on 9/** 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/** 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 *** 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
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 support team on 8/**He received an automatic response that he was put into queue to be canceled and refundedIn his ticket he claimed that he wanted to keep the $subscription and refund the higher priced Game Pass subscription not understanding that the price
points were for different packages (Domestic and Rest of World)On 8/** we executed his request and canceled the subscription to rest of world subscription, and left him with the $dollar subscription to Game Pass domestic which is not accessible within JapanUpon conclusion he stated that he wanted to keep the rest of world pass but wanted to pay $Our team responded to him stating that he has an active Game Pass domestic subscription on August ***He responded several times asking to have his subscription converted to an International subscription or to get a refundWe have now canceled his subscription We apologize for any delay and confusion
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***:NFL Enterprises has refunded my moneyTHAT I acceptFinancially, everything is now cool.They are liars about what went downI never received any "message" about my cancellation, as they claimThis alleged message seems conveniently to put the onus on ME to make sure THEIR system works right -- That doesn't make sense -- The only way I had of knowing that my cancellation request failed was when my credit card was actually billedIf their cancellation mechanism does not work, that is their fault, not mineMy messages about being mistakenly charged were ignored -- and they allow no mechanisms to contact a actual human beings in order to get my concerns addressed -- To me, this has all the appearance of a deliberate policy to discourage cancellations during the Trial PeriodBuyer beware! I believe that without the Revdex.com intervention, these cretins would not ever have acknowledged my claim.Thank you, Revdex.com !!!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I have points that need clarification based on the response.1) In the response, there was no clarification of how the exchange rate was determined Is it based on a monthly average, a certain date, a yearly average? Exchange rates vary a great deal throughout the year.2) In the response, the "terms and conditions" were mentioned several times However, in the terms and conditions on the website, there was no mention of the fact that the price paid in other countries was linked to the US$ 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 ** 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 ** 2015.Can you show me where in the terms and conditions before ** 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,
*** ***
At this time, I have been contacted directly by NFL Enterprises, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
I still have not received a refundI received an email from Colin at NFL Digital Care stating that there was a mistake and no
refund was not initiated and that I was right to be upset, dispute the charge and file with the Revdex.comHe stated he would be happy to assist and would like to give me a refund but they have no say once a dispute is filedHe also said if I am able to rescind the dispute in order for them to proceed, I should let them know
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com: Thank you for your assistanceJust this afternoon, I did receive an email from the company with a resolution
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,
*** ***
Shane reached out to our team on 8/** shortly after he was double chargedHe received an automatic response that his request was in queue for us to assist in his issueOn 8/** Shane received a response with General troubleshooting and did not address the double chargeOn 8/** Shane opened up a
new ticket with the same concerns and inadvertently received troubleshooting information for PSOn 10/** Shane reached back out saying he was charged double and our team canceled the double charge with him the same dayShane’s subscription has been successfully canceled and refunded We apologize for any inconvenience
We have no record of any charge being made to the user associated with this complaint. If the user can provide us evidence of the charge, we will happily cancel the subscription and refund in full. Apologize for any inconvenience
In responding to ***'s original customer service inquiry, we were focused on ***'s complaints under ***. While working with *** he revealed that he had submitted a customer service request using an alternate email address that was not present in the Revdex.com complaint (***).Our customer service team worked with ***’s support team to provide a refund for *** and we have offered him two 100% off promo codes (one for the 2017-season, and one for the 2018-season - which we will provide him when we generate the promo codes). We apologize for his inconvenience and are hopeful this resolves his complaint
This user has been refunded and the subscription has been cancelled. We trust this will resolve the complaint
This complaint is in reference to Sunday Ticket, which is a product operated by ***
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 ***
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# ***, 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,
*** ***
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,
*** ***