ComplaintsforNew York City Football Club

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been diligently awaiting information to cancel my New York City Football Club (NYCFC) membership before the 2023 season, as I have moved and can no longer attend each match. On May 17, 2022, I received a charge to my credit card from "****NEW YORK CITY FC" in the amount of $484. I searched my emails from NYCFC for subject lines that could give me a clue for this charge and then logged in to my account to view invoices. The invoices started with the year 2021 and appeared to descend by year (2021, 2020, 2019, etc.). I reached out to my account representative, ******** to clarify the charges. I then realized that invoices were disordered and that 2022 and 2023 invoices were below the fold of the page (screenshot #1). After finding the invoice for 2023, it showed the $484 amount (screenshot #2). My representative informed me of an email with the subject line, "MLS Cup Championship Rings- Secure Your 2023 City Member Gift" and the information about membership renewal was hidden below the fold again (screenshots #3 and #4). This email was the only communication received. In past years, account representatives have called me to confirm charges before they happen. To my knowledge, I did not receive a call (or voicemail) this year. Historically, I have been charged starting in September and not May, except for the ****************************************** June. I requested a refund for the $484 amount and was told that I missed the deadline and all sales are final. I could choose to opt-out of the 2023 season, but I would still be charged, with the charged amount available as credits for future tickets or member packages. This is not a viable option for me, and I believe the circumstances merit a full refund. I have previously expressed my frustration to the ticketing office about only providing "opt-out" and not "opt-in" options for charges (which was the case when I originally joined) to no avail.

  Customer response

  06/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by New York City Football Club regarding complaint ID ********.
  
  Sincerely,
  
  *******************************************
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I believe I have been treated unfairly by the ticket department of NYCFC.The issue is that I am being forced to buy playoff tickets that I do not want.I have been a member for several years. The last games I attended were in 2019. After the 2020 season was canceled I agreed to roll over my membership for 2021. During the winter of 2021 there was a lot of uncertainty about how tickets would be handled. When I learned of the plan about reserving individual games and the "dynamic pricing" policy I called and asked to cancel my 2021 membership. This was before the season started. I was told that I could not cancel, but as long as I didn't reserve and go to any games the money in my account would be refunded at the end of the season. I was not happy that NYCFC would have my money for 2 full years, but I tried to be patient.I filled out an opt out form in June 2021. I expressed many times that I did not wish to go to any games in 2021.I got an email from my ********** on Friday Nov 12 as a reminder that I needed to opt out of playoff tickets by 4pm that day. (It was "Important Deadline" in the subject line that made me open the email). The deadline had passed by the time I opened the email and I reached out to ************* day. Both she and supervisor Marco * have essentially said: too bad, the deadline was Friday at 4pm.I am very surprised that NYCFC would force someone to pay for tickets that they don't want. Note that as I look back at my email I do see an email on November 9 that suggests (if you read it carefully) that you need to opt out within 72 hours or be charged for playoff tickets. I also note that the November 9th email does not include "Important Deadline" in the subject. Also, I got NYCFC emails on Nov 4, 7, 10, 11, and 12. I have gotten 2-3 emails per week from NYCFC for a very long time and of course do not open most of them because mostly they are promotional, not informational. I did not open the November 9 email until after the deadline.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩