I can't watch MUBI and can not cancel my subscrition

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Dear lolwarlol,

I am sorry to hear that you had such a bad experience with accessing MUBI via your PS3 and that you didn't contact us earlier as we are happy to help you with every problem you might experience. But as I see on your profile you have never contact us before.

So please let me try to help you now.
Could you please let me know how you tried to cancel your account and who told you that you can only do this via your PS3? As soon as you have connected your PSN and your MUBI account you have access your settings and films as well via the PS3 as through www.mubi.com

On mubi.com you can simply cancel your subscription by going to MANAGE ACCOUNT >>> SUBSCRIPTION&CREDITS >>> cancel your subscription

You can also delete your account and all your details in your account settings, but please be aware that it can take up to one hour until everything is erased from our system.

For a refund please contact us directly with the payment details at support@mubi.com

To avoid any misunderstandings I would ask you to please cancel your subscription yourself or get back to me again quickly that you still want to cancel it and I will do it for you. Same if you would want me to delete your account from MUBI.

Apologies again that you had such a bad experience with MUBI, but in general we are able to solve problems if you tell us and this offer persists, so please do not hesitate to tell me how we can help you to enjoy great films on MUBI via your PS3.

Best regards,
Maximilian
MUBI Support Team

Thanks for the reply.
1) I can not get into the MUBI app on the PS3 to even get into the settings.

2) I initially left it thinking you have had teething problems. For the last few months,each time the money has come out of my account, I have tried to access the account to cancel it. This has not been possible.

3) I got the idea that I have to do it through the PS3 by going on to Mubi.com, trying to cancel my subscription and getting this message.

4) I love the idea of MUBI but have had no luck with it whatsoever. I do not blame you. I have also been lazy in sorting this out. I'm the sort of person who will financially support something I like, even if it struggles in the beginning. I don't believe that withdrawing the funding will help, but this has gone to far.

Er, you changed the name of my post.

Hang on, we did try to contact repeatedly via ps3.

And we repeatedly went to the website to cancel and it did not allow us to do so. your tech does not work!! Please refund as we have requested.

Dear lolwarlol,

I completely understand your disappointment. And you are right, if you subscribed via the PS3 and paying with the credit on your PSN account, than you have to cancel it also through your PS3. Unfortunately Sony has a problem in their network right now which doesn't allow any MUBI user to enter the MUBI application. Believe me, we are most upset about that.
Could you please tell me what showed up when you weren't able to access your account in the last months?

As I said before, to give you a refund we need more details which you shouldn't publish in this public forum but send to us at support@mubi.com

Louise, I am sorry but MUBI and PS3 are two different companies and if you contacted Sony about your problem with MUBI on the PS3 it doesn't get through to us. About the refund, please see above.

And I did change the subject of this topic as this forum is to help users to find a quick solution for a problem and your actual subject haven't had much informations about what the real problem is. Although I can understand that you had to blow of some steam, please understand my side, that the new topic makes more sense.

As I said before, please let me know if you wish me to cancel your subscription for you.

And please let me know if you need any more informations or support and I will be happy to do so.

Best regards,
Maximilian

The message we have been receiving after since the start, is this one.



The humour is lost on me.

I have not been able to access the account to even get into my settings. I get that message straight away as soon as I attempt to start the application.

I do not accept your explanation, this is not limited to a problem that Sony has "in their network right now", I have experienced this from the start, December 2010.

I have contacted support@mubi.com this morning. I await a response.

We will not be contacting PS3 over this, all the other applications on the PS3 work fine. I have used Love Film, Netflix, the TV catch-up players on the PS3, all perfectly well.

This is your application, therefore I contact you.

I am not paying the premium rate phone number to contact the PS3 helpline to be told to contact you. I'm also weary of contacting them to cancel payments as this may well open up a whole new can of worms when I try to make purchases on the Sony Network.

I fully take on board what you say about the editing of the post title, I am indeed blowing off steam, however...

I think I made it clear that I joined using the PS3 network, I am certain you have access to that information. You seemed not to notice this, and suggested I tried cancelling my subscription through the net.

You have tried to imply that this is a "Right now" problem, though in my very first post I made it clear that I have been experiencing these problems since December 2010. You're either not reading it properly or you're deliberately ignoring it.

I make a complaint on this forum and it felt like (though I partly accept your explanation) that you changed it as it was not good PR for Mubi to have that on this forum. Good PR would be to understand the problem, have an application that works, take ownership of the problem, not blame PS3 when all other services work fine on the machine.

I do indeed want you to cancel my subscription, only after you have given me assurances that my contact with support@mubi.com will not be moved onto a back shelf, or terminated as I am no longer subscribing.

Dear lolwarlol,
I want to apologize again in the name of MUBI for the trouble you had and let you know that we could solve the problem on the PS3 with Sony. MUBI is fully accessible again through the PS3.
Sorry also for some misunderstandings within this topic, I never intended to be disrespectful.

As before, please let me know if we can do anything else for you and I will be happy to help.

Best regards,
Maximilian
MUBI Support Team

Solved? Having emailed your support dept, on the email address given above, I thought this was over. No. You have charged me again. Now what?