I’m not a generally a complainer, but over the last couple of months I’ve had such a horrible experience with MoviePass I feel morally obligated to warn my fellow humans.
I signed up for the service in early February. And I honestly loved it. MoviePass gave me the freedom to see even the shitty movies guilt-free. Making fun of crappy movies at the theater with my friends was actually one of my favorite things to do for the first half of 2018. When I reserved a movie too early one day and had an issue getting my ticket at the theater, MoviePass customer service responded immediately through their in-app chat system and sorted out my problem in time for me to catch the film.
I enjoyed my experience so much that I gifted Ryan a MoviePass for Valentine’s Day so we could have an easy date night whenever. Unfortunately, at the time of writing this, MoviePass doesn’t have an easy way to gift a membership, so I just signed up for a second account with a different email address, my same payment method and surprised Ryan.
In April, I needed to cancel the account I made for him. He had never activated the card, downloaded the app or used the service. I thought this would be easy. I contacted customer service through my app, sure they would be as fast and helpful as they were when I had a ticket problem.
I was wrong.
My question went unanswered for DAYS. I checked in on my app every couple hours for two days and then had more important things to do. I had notifications turned on, so I just waited for the notification. Or an email. Or ANY form of communication. After 5 days, I checked on the app again. I never got a push notification alerting me to a response, but MoviePass had finally responded… and 5 hours later, closed my case because I hadn’t seen it and responded so they “assumed everything was good.”
I should note that their response before closing my case directed me to their website to cancel the account. There is nowhere on their website to access your account, so the website directs you back to the app where they don’t answer either.
After repeating this cycle – messaging them, opening a new case, getting the same response, no notification, case closed before I could provide more information – THREE TIMES, I finally got a new answer on the 4th attempt. They told me I needed the card in my possession and they needed the number to close the account. It took me 2 months and a lot of pain and suffering to finally get the unused card from him. At which point, I contacted customer support yet AGAIN with the card number. This time, they told me that it didn’t matter if I had the card. Because the account was under his name, HE would need to contact them to close the account.
OH! And they also made sure to respond after midnight and close the case before 7am for non-response. It’s not like I need to sleep.
It’s the end of June at this point so let’s recap: I have been paying for this subscription for three months while getting the run around about canceling the account. The account is linked to MY email address, MY bank account and I have the card IN MY POSSESSION. But now they need HIM to contact them to cancel? Bullshit. I am the owner of his account and my account. It’s clear at this point that MoviePass is going to do everything in their power to prevent me from closing the account.
So fuck them. Now I want MY account canceled.
They never responded to this request. They also stopped responding to my Twitter DMs for help. Thankfully, I was able to cancel my account and delete the app. THEN re-download the app, log into the gift account with my OTHER email and finally cancel that one too. I filed a complaint with the BBB (where their reviews are shockingly negative) and wanted to tell my story here as well so no one else gets dragged and charged for months.
I understand that MoviePass is struggling – especially with the recent launch of AMC’s A-list service – but is milking me for $10 a month so worth it to them that they’re willing to damage their reputation and customer perception? Clearly, MoviePass is just another greedy company willing to dick over the users they depend on just to make a buck.
Honestly, AMC’s program sounds MUCH better. And I’m sure Regal will introduce their own suite of options as well.