Incident summary: Chris reached out to our team on first in 7/* asking about the NFL app on Apple TVOur team responded saying that we are currently migrating the app to a new platform and these changes would be completed on or around 8/*. On 8/** Chris reached back out asking when the
update for Apple TV would be availableOur team responded again that we were working to release the updated app and encouraged him to access on web browser in the meantime.He reached back out on 8/** and did not receive a response till 9/* and again our team said we were working to release the apps as soon as possible.On 9/** he responded again through the same ticket and received a longer response on 9/** that again said we are still working to release another app.Chris never responded again after this response.We have partially refunded (50%) his account for the loss of functionality and communicated this to him
*** reached out to our support team on 9/* requesting the military discount for his Game Pass Europe subscriptionHe received an automatic response that he would need to reach out to DeltaTre (the operator of Game Pass Europe) as the NFL customer service team does not operated Game Pass
Europe or handle supportHe reached back out on 9/* saying he hadn’t yet heard a responseOur team responded that same day that he would still need to reach out to DeltaTreIn looking at the complaint it doesn’t appear that it was ever explained that the Military discount is only for Game Pass subscriptions in the United States and there are no Military discount codes for Game Pass Europe or Rest of WorldAs this was never explicitly explained and because *** plans on not using the subscription anymore, we reached out to DeltaTre directly and had them initiate a full refund
*** first reached out to our support team 9/* stating that he was double chargedHe received an automatic response that said our support team would get to his request as soon as possibleHe opened up another ticket on 9/** stating again that he was double chargedHe received the same automatic
responseOn 9/** our team reviewed his requestIn our system it only shows chargeThe first attempt at the payment was not successful so it may have shown that he was charged the $at the same time in his statement, but it probably just placed a hold on that moneyWe have confirmed this information to him but he reached back out saying that it is not true and that the fraud department of his bank replaced the fundsWe again have looked and cannot locate any alternate chargesIt is possible that *** purchased through an alternate account or through an in-app purchase as wellWe have followed up with him to see if he did, but there is only one charge showing in the system so we are unable to refund him the extra charge at this time
This user purchased Game Pass through Roku, so the user will need to reach out to Roku to request a refund Unfortunately, the NFL is not able to process his request
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:
Everything that they typed out is correct. From start 9/* until access was regained 9/** was days. Is this an acceptable amount of time to resolve a tech issue with a website?
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,
*** ***
I am pleased by the responseStill waiting for the refundMuch ofvthis could be avoided if NFL.com had a live hotline to refer toI will let you know when/if I get the full refundThank you
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:
[Your Answer Here]
Sadly, this response shows that you don't check *** (I posted my issues on NFL's *** page via private message last week) or your GamePass trouble tickets (I submitted a couple of them days ago).The issue you mentioned, $refund, was taken care of long ago, it's kind of ancient history at this point. In fact, you are so far behind that I need to catch you up, I guess: I also incurred a $charge days ago, that was just also refunded. The reason that charge was needed - and that another one may be needed again tonight for Pats/Buccanneers - is that my promo code worked in weeks 1-2. Hasn't worked since. So the only way to get GamePass access is to buy it and a day later, immediately ask my credit card company to trigger a refund. You respond to them a lot faster than you respond to me, a season ticket holder :) A bit strange, eh?Finally, earlier today, a human contacted me (most of your automated emails back to me barely address my problems, let alone solve them...sorry for the frankness, but I've spent gobs of time trying to solve this on my own with no luck. In fact, the NE Patriots - who don't have purview over GamePass - have been far more helpful than the NFL on this! Not having a customer service team for GamePass seems very, very strange). Whether this human can solve my code problem is anyone's guess.And until it is solved, sorry, I have to consider this case still open. Should it close for some reason without proper resolution on my side, I'll just reopen it. To think it takes submitting a ticket to the Revdex.com to get a reaction out of the NFL! You are paying Goodell forty-four million dollars, how about paying him and spending a mill on some support staff?Also, you said you checked with "***" - who is ***?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
This user reached out to our support team for the first time on 8/** inquiring about accessing the Game Pass appThis user received an automatic response that provided general troubleshooting informationThis user then opened up more support tickets on 8/**, 8/**, 8/**, and 8/**All of
these received the same general troubleshooting responses but our team had yet to respond to this userOn 9/* *** reached out asking for a refund as he accidentally purchased a duplicate subscriptionOn 9/* our team finally issued a response saying that he was outside of terms and conditions to receive a refundOn 9/* our team responded to this user's other tickets to inform that we were still looking into his issueThe user then responded saying he had been double chargedOn 9/** our team issued a refund for the duplicate charge to NFL Game Pass and confirmed it with the userIn his Revdex.com complaint, this user says he could not access Game Pass. We have reached back out to see if we can help this user access his subscription or if he wants a refund for the 1st charge as well
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:
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 signed up for NFL Game Pass International free trial on 9/**/15. Game Pass International is a product only for users outside of the US/MX, and therefore we are uncertain how this user (who is based in the US) was able to sign up. Regardless, the user was refunded $on
10/*/15.This user also signed up for NFL Game Pass Domestic. Game Pass Domestic does not include the same features as Game Pass International, as live games are unavailable in the domestic product. Instead, users are able to watch games once they have been completedThe user was refunded $for this product on 9/**/15.We apologize for any inconvenience or confusion
ncident summary: *** *** reached out to us on 8/** through the email provided with some confusion on how he could access his subscription that renewedHe received an automatic response that put them in queue to be canceledOn the same day (8/**) we reached back out asking for the
person’s email address and username*** reached out supplying his info on 8/**, 8/**, and 8/**On 9/* Customer Services responded and told him that we were still looking into their accountOn 9/** customer service reached back out again stating we could not locate his accountOn 9/** *** reached out to our team and said that he purchased via RokuWe responded the same day with information on how to cancel a subscription on Roku*** reached back out on the same day saying that it was actually an in-app purchase made on an AndroidWe located the account last Friday and initiated the refund Apologize for any inconvenience caused by the delay
*** purchased Game Pass through NFL Mobile on 8/**/through an Android Device.She sent in her request to cancel on Friday 8/** at 10:am PST and received an auto response saying that we would get to her ticket as soon as possible.We responded at 1:pm PST asking where she purchased so we
could forward the ticket to the right teamShe responded “United States” so our team member put her into the Cancel and Refund queue for our Game Pass domestic operator to carry out.However, since she purchased through Google - we needed to refund through Google Play, which we did t 8:pm PST on 8/**/and confirmed through her ticket that she had been refunded.We apologize for any inconvenience and hope this adequately resolves her complaint
This user created several trial accounts during the 2015-season, and two of them converted to full subscriptionsWe could not originally locate these accounts with the information he provided but we finally have nowHe has been refunded for the renewals both from this season and the
season We hope that satisfies any trouble he may have had
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 response partially answered one of the two questions I had But the more important question: Prior to July **, 2015, the terms and conditions (updated on May ** 2015) did not mention anything about the price being linked to a US dollar price It stated that "Your seasonal subscription will automatically renew on approximately August * of the next year at either the previous year's full season rate for the applicable Subscription Product or the current full season rate for the applicable Subscription Product, whichever is lower.)"I made my first inquiries weeks before the terms and conditions were modified for a second time in months which leads me to believe that my inquiry led to the quick change in the terms and conditions. No effort was made to respond to this fact during those two weeks before the terms and conditions were changed suddenly (the fact that nowhere, not even on the website, was it mentioned that the price was based on a fixed US dollar price).I still have a copy of the May ** terms and conditions if necessary I have also been looking at some chatrooms where I found that I am not alone in this confusion.As I had received emails as well concerning the fact that the price had not changed for the past years, the only logical resolution is to grant me the price that I paid (in Euros) years ago: Euros.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Incident summary: Chris reached out to our team on first in 7/* asking about the NFL app on Apple TVOur team responded saying that we are currently migrating the app to a new platform and these changes would be completed on or around 8/*. On 8/** Chris reached back out asking when the
update for Apple TV would be availableOur team responded again that we were working to release the updated app and encouraged him to access on web browser in the meantime.He reached back out on 8/** and did not receive a response till 9/* and again our team said we were working to release the apps as soon as possible.On 9/** he responded again through the same ticket and received a longer response on 9/** that again said we are still working to release another app.Chris never responded again after this response.We have partially refunded (50%) his account for the loss of functionality and communicated this to him
*** reached out to our support team on 9/* requesting the military discount for his Game Pass Europe subscriptionHe received an automatic response that he would need to reach out to DeltaTre (the operator of Game Pass Europe) as the NFL customer service team does not operated Game Pass
Europe or handle supportHe reached back out on 9/* saying he hadn’t yet heard a responseOur team responded that same day that he would still need to reach out to DeltaTreIn looking at the complaint it doesn’t appear that it was ever explained that the Military discount is only for Game Pass subscriptions in the United States and there are no Military discount codes for Game Pass Europe or Rest of WorldAs this was never explicitly explained and because *** plans on not using the subscription anymore, we reached out to DeltaTre directly and had them initiate a full refund
*** first reached out to our support team 9/* stating that he was double chargedHe received an automatic response that said our support team would get to his request as soon as possibleHe opened up another ticket on 9/** stating again that he was double chargedHe received the same automatic
responseOn 9/** our team reviewed his requestIn our system it only shows chargeThe first attempt at the payment was not successful so it may have shown that he was charged the $at the same time in his statement, but it probably just placed a hold on that moneyWe have confirmed this information to him but he reached back out saying that it is not true and that the fraud department of his bank replaced the fundsWe again have looked and cannot locate any alternate chargesIt is possible that *** purchased through an alternate account or through an in-app purchase as wellWe have followed up with him to see if he did, but there is only one charge showing in the system so we are unable to refund him the extra charge at this time
This user has been refunded, and as a result we hope they now feel this complaint has been satisfactorily resolved
This user purchased Game Pass through Roku, so the user will need to reach out to Roku to request a refund Unfortunately, the NFL is not able to process his request
We have refunded this user for his purchase made via NFL Mobile and have confirmed it with him. We are sorry for any inconvenience caused to this user
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:
Everything that they typed out is correct. From start 9/* until access was regained 9/** was days. Is this an acceptable amount of time to resolve a tech issue with a website?
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,
*** ***
I am pleased by the responseStill waiting for the refundMuch ofvthis could be avoided if NFL.com had a live hotline to refer toI will let you know when/if I get the full refundThank you
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:
[Your Answer Here]
Sadly, this response shows that you don't check *** (I posted my issues on NFL's *** page via private message last week) or your GamePass trouble tickets (I submitted a couple of them days ago).The issue you mentioned, $refund, was taken care of long ago, it's kind of ancient history at this point. In fact, you are so far behind that I need to catch you up, I guess: I also incurred a $charge days ago, that was just also refunded. The reason that charge was needed - and that another one may be needed again tonight for Pats/Buccanneers - is that my promo code worked in weeks 1-2. Hasn't worked since. So the only way to get GamePass access is to buy it and a day later, immediately ask my credit card company to trigger a refund. You respond to them a lot faster than you respond to me, a season ticket holder :) A bit strange, eh?Finally, earlier today, a human contacted me (most of your automated emails back to me barely address my problems, let alone solve them...sorry for the frankness, but I've spent gobs of time trying to solve this on my own with no luck. In fact, the NE Patriots - who don't have purview over GamePass - have been far more helpful than the NFL on this! Not having a customer service team for GamePass seems very, very strange). Whether this human can solve my code problem is anyone's guess.And until it is solved, sorry, I have to consider this case still open. Should it close for some reason without proper resolution on my side, I'll just reopen it. To think it takes submitting a ticket to the Revdex.com to get a reaction out of the NFL! You are paying Goodell forty-four million dollars, how about paying him and spending a mill on some support staff?Also, you said you checked with "***" - who is ***?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
This user reached out to our support team for the first time on 8/** inquiring about accessing the Game Pass appThis user received an automatic response that provided general troubleshooting informationThis user then opened up more support tickets on 8/**, 8/**, 8/**, and 8/**All of
these received the same general troubleshooting responses but our team had yet to respond to this userOn 9/* *** reached out asking for a refund as he accidentally purchased a duplicate subscriptionOn 9/* our team finally issued a response saying that he was outside of terms and conditions to receive a refundOn 9/* our team responded to this user's other tickets to inform that we were still looking into his issueThe user then responded saying he had been double chargedOn 9/** our team issued a refund for the duplicate charge to NFL Game Pass and confirmed it with the userIn his Revdex.com complaint, this user says he could not access Game Pass. We have reached back out to see if we can help this user access his subscription or if he wants a refund for the 1st charge as well
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:
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 in full We apologize for any inconvenience
This user signed up for NFL Game Pass International free trial on 9/**/15. Game Pass International is a product only for users outside of the US/MX, and therefore we are uncertain how this user (who is based in the US) was able to sign up. Regardless, the user was refunded $on
10/*/15.This user also signed up for NFL Game Pass Domestic. Game Pass Domestic does not include the same features as Game Pass International, as live games are unavailable in the domestic product. Instead, users are able to watch games once they have been completedThe user was refunded $for this product on 9/**/15.We apologize for any inconvenience or confusion
We have refunded this user in full
We apologize for the inconvenience and have now refunded this user $(on Aug**, 2016). We trust this will resolve the complaint
ncident summary: *** *** reached out to us on 8/** through the email provided with some confusion on how he could access his subscription that renewedHe received an automatic response that put them in queue to be canceledOn the same day (8/**) we reached back out asking for the
person’s email address and username*** reached out supplying his info on 8/**, 8/**, and 8/**On 9/* Customer Services responded and told him that we were still looking into their accountOn 9/** customer service reached back out again stating we could not locate his accountOn 9/** *** reached out to our team and said that he purchased via RokuWe responded the same day with information on how to cancel a subscription on Roku*** reached back out on the same day saying that it was actually an in-app purchase made on an AndroidWe located the account last Friday and initiated the refund Apologize for any inconvenience caused by the delay
*** purchased Game Pass through NFL Mobile on 8/**/through an Android Device.She sent in her request to cancel on Friday 8/** at 10:am PST and received an auto response saying that we would get to her ticket as soon as possible.We responded at 1:pm PST asking where she purchased so we
could forward the ticket to the right teamShe responded “United States” so our team member put her into the Cancel and Refund queue for our Game Pass domestic operator to carry out.However, since she purchased through Google - we needed to refund through Google Play, which we did t 8:pm PST on 8/**/and confirmed through her ticket that she had been refunded.We apologize for any inconvenience and hope this adequately resolves her complaint
This user created several trial accounts during the 2015-season, and two of them converted to full subscriptionsWe could not originally locate these accounts with the information he provided but we finally have nowHe has been refunded for the renewals both from this season and the
season We hope that satisfies any trouble he may have had
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 response partially answered one of the two questions I had But the more important question: Prior to July **, 2015, the terms and conditions (updated on May ** 2015) did not mention anything about the price being linked to a US dollar price It stated that "Your seasonal subscription will automatically renew on approximately August * of the next year at either the previous year's full season rate for the applicable Subscription Product or the current full season rate for the applicable Subscription Product, whichever is lower.)"I made my first inquiries weeks before the terms and conditions were modified for a second time in months which leads me to believe that my inquiry led to the quick change in the terms and conditions. No effort was made to respond to this fact during those two weeks before the terms and conditions were changed suddenly (the fact that nowhere, not even on the website, was it mentioned that the price was based on a fixed US dollar price).I still have a copy of the May ** terms and conditions if necessary I have also been looking at some chatrooms where I found that I am not alone in this confusion.As I had received emails as well concerning the fact that the price had not changed for the past years, the only logical resolution is to grant me the price that I paid (in Euros) years ago: Euros.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***