I encountered an app error and had to purchase my ticket out of pocket. Can I be reimbursed?

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21 comments

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    Katelyn Frederking

    This is really annoying because customer service does not respond. We used to be able to call and have you manually check us in, but I have multiple open CS requests and it's been 5+ days. I've also attempted to request a new card on multiple occasions and it hasn't worked. How am I supposed to see movies when your customer service is not available AND I have no card to use at the movies?

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    Amadurski

    I agree with the above comment! If you want us to be pre-approved for a reimbursement THEN GIVE US A NUMBER TO CALL!!! Don't make us wait for an electronic response- the electronic responses are SIGNIFICANTLY slower-which could cause customers to miss the movie. 

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    David

    How is one supposed to be pre-approved for an out-of-pocket ticket purchase if there's no service representative available to answer the phone? The so called chat feature is not a real "chat" feature as in being able to chat with a customer service rep in real time. Your customer service used to be excellent prior to the launch of the new membership program.

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    randy davinney

    I've been waiting on a response for two weeks now I've emailed and tried the in app customer service and also on here and haven't heard back at all

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    Carlos Rodriguez

    Echoing the above . The loss of actually speaking to a person live in the phone is a huge step backwards. The app rarely works . Forcing me to go through the ridiculous process of having to wait for a refund . Which btw I have yet to see . This service is rapidly degenerating .

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    Mary Beth Ross

    I agree with all the comments above. The card isn't working, the phone isn't being answered, the emails aren't being answered, the website doesn't currently have a chat feature. If there's an app - well of course there's an app, I didn't realize we were supposed to chat though that. I will try it right now. I will bet you $9.95 (or in my case $45) it doesn't work. I personally am willing to put up with this kind of nonsense but ...

    OK... I have an answer. If your card is declined, and you write them IN-APP that your card is declined, you get an automatic message back to purchase it out of pocket, photograph it and email it to MoviePass. So I now have an answer to my problem!!

     

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    Lea

    Agreeing with all of the above. My card hasn't arrived. The e-system wasn't working. Efforts to reach anyone in any way have proven futile. "Chatline" only nets referral to "fax" page that never answers the relevant question and emailing customer support only nets a much delayed automated non-specific reply. Now I don't even see a chat line option. The last email is citing a month's delay in getting the card so that means the first month's payment is for nothing beyond frustration? I appreciate Mary Beth Ross's comment giving me an option to try (emailing a pic of my self-paid movie ticket in hopes of reimbursement)...but honestly I'm having trouble trusting in the validity of this at this point. But I'm guessing if the automated sending of MP cards is a month delayed, any chance of reimbursement checks will also be severely delayed.

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    Steve Tonne

    I'm not getting anything but roadblocks at every turn, so I will cancel and I want a refund for the money I have already paid.

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    Milton Zak

    I'm getting sick of driving to the movie theater to try to use the E-Ticketing that was suggested in my email from MoviePass since the cards are being delayed.  The app is not working and there is no live chat.  You guys over extended yourselves with this $9.95 offer.  $9.95 is not free but I am getting zilch.

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    dgekstrom

    @Milton Zak - E-ticketing only works for theaters that offer to purchase their tickets through the MoviePass app.  The list of those theaters are very small.  

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    Sandi Jeunesse

    Tried to use for the first time tonight. Haven't recieved my card, so went with eticket, like instructions said I could.
    Problem was, after I "purchased" the movie, there was no eticket to show anywhere. And yes, I looked in the menu and found where it should have been.
    Frustrating and a bit embarrassing as I was holding up the line. Very nice manager just comped our tickets because he didn't know how to find the eticket either.
    Please find a fix!

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    Kelly Hendricks

    "How can we avoid paying reimbursents?"

    "I know! Lets require authorization from customer service, but we will remove phone support and not respond to in-app chat support!"

    "I love it!"

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    Cal

    You guys don't respond via the "chat feature". How is this an answer? Bring back the phone number and hire more CSR's

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    Patrick Akkarach

    App hasn't worked in a few days. No customer service to be found. Haven't been contacted on refund of ticket purchase. I was happier as a customer paying $45 a month since you first started to when you changed it to 9.95 and ruined the experience.

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    Laura Hirshfield

    This page currently says it was updated 20 hours ago. I went to a movie 27 hours ago and the app wouldn't work so I paid out of pocket, then emailed a photo of my receipt to support as instructed by this exact page yesterday. Now, the policy is changing after I've already paid? I hope you plan to grandfather this rule in and continue to issue refunds to those requested before you've changed your policy. 

    And, to echo those above, I don't even know how I would have gotten CS approval before I purchased; the chat feature doesn't do anything in my app.

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    Frank Garcia

    Starting to feel scammed! Great concept, get a bunch of people to give you $10 then just ghost on them.  time to start contacting the media to let them know the program you launched with much fanfare is failing miserable.  Also to everyone on this page, also time to start filing claims with the Better Business Bureau and your home state's Attorney General to report this fraud.

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    SAPPHIREHARE718

    This is a bullshit answer. I signed up. Money was charged to my credit card. App crashed, I sent 3-4 messages. Nobody replied. I was at the local theater, 10 feet away. No responses from customer support. August 28th. I ended up paying for the tickets out of my pocket. I emailed later on with the picture of the ticket stubs and a notice that says - if you paid for a ticket, send us a picture. It was auto reply for online chat session. HORRIBLE CUSTOMER SUPPORT!

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    SAPPHIREHARE718

    How can you get a response from customer support service if the app never works with online chat??????? 

    App crashed and e-ticket option disappeared during the time I was at the theater. No replies. Posting again because they just changed their 'tone' for refund. 

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    Erin Bettinger

    I tried to use MoviePass tonight for the first time; same issues as above... standing there with the MoviePass card being declined, holding up the line, the clerk not knowing how to run the card, a phone call to a manager... chat app doesn't work, finally paid for the ticket out of desperation and regard for the people behind me.  I want reimbursement!  you need to post how to get this.  My husband thinks we've been rooked, and I am nervous of that also.  I will definitely fight the card charge until this works!

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    Lauren F

    I signed up almost a month ago and still no card and no way to use eticketing at a theater near me! I'm thinking of cancelling soon unless my card arrives this week.

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    John Howard III

    A step in the right direction: I just got my out-of-pocket ticket purchases refunded! Along with the refund, I received a very nice message from MoviePass. I am going to continue to give them the benefit of the doubt - they were not prepared for the volume of customers they've received over the last month. I will not try using MoviePass again until my card arrives in the mail. 

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