MoviePass users are angry after finding their cancelled accounts reactivated

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MoviePass: You can check out anytime you like, but you can never leave?
Image: DARRON CUMMINGS/AP/REX/SHUTTERSTOCK

Tried to cancel your MoviePass subscription? Some users of the movie ticket subscription service are finding they can’t actually leave.

Former MoviePass users are venting their rage on Twitter, after finding their accounts have not been closed as requested, and have instead been reactivated under new plans.

First reported by Business Insider, some complained on Twitter that users who tried to cancel their subscriptions were automatically enrolled in a “new plan,” detailed in a confirmation email.

“Please note: if you had previously requested cancellation prior to opting-in, your opt-in to the new plan will take priority and your account will not be cancelled,” reads one email, apparently sent by the MoviePass team.

One user received the same email from MoviePass confirming his new plan, a day after he apparently cancelled his subscription, and also received an error message when trying to cancel within the app. Others reported receiving similar emails and messages.

It seems like another nail in the coffin for the movie ticket subscription service, which has been in all sorts of trouble recently, suffering from system outages, financial troubles, a plummeting share price, glitchy service, and reduced moviegoing options available to subscribers.

MoviePass’ latest subscription plan, a $9.95/month deal starting Aug. 15, cuts users down to three movies per month (which was the exact same deal for an old plan priced at $7.95/month). 

The company has also restricted access to many popular movies for their first two weeks in cinemas, also increasing its monthly unlimited price to $14.95/month.

But if the company is, in fact, re-subscribing customers who have cancelled their subscription, this seems highly irregular. MoviePass accounts, once cancelled, will remain active until the end of the billing month, and according to the terms, you won’t be able to reactivate your account or start a new subscription for nine months.

So automatic reactivation? It should technically be impossible. 

UPDATE: Aug. 15, 2018, 9:36 a.m. AEST MoviePass told Mashable the company has “fixed the bugs,” and apologised to members, maintaining that “none of our members have been opted-in or converted to the new plan without their express permission.” 

“We are in the process of transitioning our members to the new, $9.95 plan, which launches officially on August 15,” a spokesperson said. “Those who have not already done so will continue to have the choice of either opting in or canceling their membership over the course of the coming weeks. Monthly subscriptions will automatically expire for members that do not respond by the end of their billing cycle. 

“On Monday, August 13th, we learned that some members encountered difficulty with the cancellation process. We have fixed the bugs that were causing the issue and we have confirmed that none of our members have been opted-in or converted to the new plan without their express permission.  

“In addition, all cancellation requests are being correctly processed and no members were being blocked from canceling their accounts. We apologize for the inconvenience and ask that any impacted members contact customer support via the MoviePass app.”

Additional reporting by Johnny Lieu, Proma Khosla, and Adam Rosenberg.

Read more: https://mashable.com/2018/08/14/moviepass-cancelled-subscriptions-reactivated/

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