NFL NFL Game Pass Double billed me Nationwide

There's a couple of issues with the NFL I'm having as a fan and season ticket holder.  I rarely make complaints on the internet but my recent experience has forced me to create this account to do so.

It all began last year; I tried the NFL Game Pass free trial and loved the product so much, I ended up paying the $99 yearly subscription.  Just after I made the purchase, I received an email from "The Membership Club" stating that because I'm an NFL Season Ticket holder, I have access to Game Pass for free!  I loosely tried to get a refund but in the end, the NFL is too big and it became too much of a headache so I gave up.  I'm not blaming this one on them; I gave up trying.  It was me and I 'donated' my $99.  So be it.  

This year, I received an email from Game Pass saying my subscription would 'auto-renew'.  When that happened, I decided I would opt out of the auto-renew.  It took forever and a day; it was difficult to find however, I was able to opt out.  I wanted to give some time to see if I would be offered Game Pass free like I was the previous year for being a season ticket holder.  After waiting a bit without receiving anything, I looked up the Membership Club and found out that they were still making the same offer for the 2017 season.  On their website, it stated I would receive an email from my team but I never did.  So I contacted my team and they didn't know anything about it.  They took down my name and number and said they would look into it.  They did call me back within a couple of days but they were unable to get anywhere with the NFL.  (Note: an NFL team was unable to get anywhere with the NFL regarding their fan's benefit being offered by the NFL!)  Rather than trying to fight the NFL and getting nowhere as a fan (this is becoming a trend), I gave up and decided my sanity was worth the $99/year to re-subscribe to Game Pass.  This was the last straw and what drove me here.

I logged into my Game Pass account online via my laptop and tried to subscribe.  At first, it wouldn't accept my login.  I tried logging in through the regular NFL.com site (not Game Pass) and I was able to there.  I emailed the NFL via their 'Digital Care' website (because they don't offer live chat or phone assistance) and I received an auto-response with different articles they assumed might be able to help me.  None did so I responded and they came back with all these typical suggestions like: re-start your computer, clear your cache, cookies and history, turn off certain settings, etc.  I did all of it and nothing worked.  I gave up in frustration and went to bed.

The next day I was able to login via both the NFL and the Game Pass websites so I tried to re-subscribe again.  It wouldn't allow me the 'Free Trial' because it knew I was a previous subscriber but it also wasn't allowing me to re-subscribe.  Their website kept coming back saying it was unable to use the card I had on file.  So I updated my card.  I went through this three times and every time their website wouldn't be able to complete the transaction.  I emailed digital care again and they replied saying to call my bank.  I emailed them back to confirm the issue was not my chargecards and I received no reply.  The next day I emailed them again; no reply.  I tried changing up my cards again and this time, I got a message back saying the chargecard numbers I entered were not valid and to contact my bank.  This worried me a bit so I called that particular card to verify my account was in good standing and it was.  There was no problem; I had a zero balance; I've been a card member with them for 30 years.  I also looked into my other 2 cards and no problems there either.  It's almost like this 'Digital Care' just throws form emails out there without actually reading or comprehending the emails they receive.  At this point, I emailed Digital Care (again) and asked them to call me because emails weren't getting me anywhere; I left my phone number.  No response.

The next day, I tried again.  It didn't work again; same issues.  Then I decided maybe I could do it through my Verizon app, so I tried.  It worked!!  I emailed NFL Digital Care immediately to let them know I was able to re-subscribe via my phone app.  I thought we were done.

A few days later, I noticed my chargecard was charged for Game Pass - this is the card I had entered on my Game Pass account, not the card associated with my cell phone where I was able to complete the transaction.  So at this point, I've been charged twice on 2 different cards.  I emailed NFL Digital Care again with my phone number asking them to call me because I had now been charged twice.  I never once received any email from them saying they would credit any of my cards and in fact, their response they sent me was about opting out of Game Pass which is not at all what I was asking them to do.  I tried a couple of times to send emails asking them to call me without any response.  They had $99 of mine for 5 days and couldn't make the effort to send a personal email or phone call to let me know they were planning on crediting my card.  Instead, I got up on a Saturday morning, checked my email, saw nothing from the NFL and emailed Digital Care again.  After sending it, I thought I should check my cards.  Lo and behold, they credited one of my cards the previous day.

I love my team and am treated well by them.  Unfortunately, the NFL has a lot to learn regarding customer service.  If I didn't love and support my team so avidly, I would have no problem dumping the NFL as a whole.  If you're looking for a sport to be a fan of, don't look to the NFL.  They don't treat their fans with care or respect.