Ernest
sad
Ernest May 29, 2012 23:01

A member with a monthly suscription but I still paid to watch a movie. Is this correct?

I have recently signed for the15 day trial. Two days ago I watched my first movie and I have received an invoice for the quantity of 2.39. I do not understand. I thought the whole point was to pay monthly and to be able to watch instant movies at no extra cost. In the FAQ section 3 of the website says "The subscription offers unlimited access to all films that are playing in your area...when you scroll through our library, it’ll be like the price tag in the corner doesn’t matter!" When I selected the movie I wanted to watch ( "Children of Heaven") There were no other options to watch the movie than to accept the payment of 2.39 or to put a promotional code. I didn't have a promotional code so I accepted the payment. Which has now been deducted from my bank account. Is it correct?
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  • Maximilian EMPLOYEE
    indifferent I’m sorry!
    Maximilian (Employee) May 30, 2012 16:06
    Dear Ernest,
    I am very sorry for this misunderstanding and I already forwarded this issue so we can fix it.

    "Children of Heaven" is a so called Premium Title, that we show in partnership with Stella Artois and the Cannes Cinema Club at the moment along with some other titles that are provided by our partner and therefore are not included in the MUBI subscription. We do have these partnersships with festivals and others from time to time to provide as many great films to our members as possible.
    I am very sorry that this isn't clearly communicated in the FAQs yet and we will change this as soon as possible!
    Due to former confusions and user reports, we have deleted the price tags from films that are included in the subscription and they now only show the WATCH FILM button without a price next to it. The films showing a price tag, when you are having a subscription, are Premium Titles.

    Please report your problem and the payment details directly to us via email at support@mubi.com if you wish to get a refund.

    If you would like more informations or further help please let me know.

    Apologies again for the confusion and the inconvenience, we will make the necessary changes to avoid this for the future.

    Best regards,
    Maximilian
    MUBI Support Team
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    good solution! good solution! (undo)
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  • Ernest
    Ernest May 30, 2012 21:43
    Many thanks. Really appreciated.

    Kind Regards,

    Ernest
    Comment
    good solution! good solution! (undo)
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