Sinemia

My account was terminated, 6 months in to a 12 month prepaid plan. I did not violate any terms of service. They refuse to reactivate or refund.
I tried to use the app and was directed to the website, where I received a message stating that my account was terminated for violating the terms of service.

I have done none of the prohibited activites listed in the notice or terms. I have never used the card outside its intended purpose. I have never used multiple Sinemia accounts, and I have always used the same phone. I have never done any fraud or abuse. I have never shared my Sinemia account. I have never manipulated location data.

I have only used my account as intended and within the terms!

I prepaid for a 12 month annual plan and there are still 6 months remaining, and Sinemia is refusing to refund me the money after terminating my account. They are trying to steal the money from me for half of the year.

I would like to have my account reactivated for the 6 more months that I already paid for.

Terminated account for no reason when I tried to use service I paid for
Signed up in April of 2018 paying for the year in advance. I was sent a physical card to use the service. In September 2018 they retroactively changed their terms and started charging new fees. In October 2018 they continued to make retroactive changes to terms and continued to increase fees. At the end of October 2018 they cancelled all existing users physical cards with 3 days notice. In February 2019 they locked everyones account until they submitted a picture of their driver's license. I submitted to their request and was verified a few days ago. I found reports that they were terminating accounts for no reason, so I checked my account status and I was still active. I try to use the service to book a ticket for tomorrow and account is terminated. No excuse, no explanation, just terminated for trying to use the service I paid for.

Termination of the account without any specific rationale provided by Sinemia team. No violation committed by me. Incorrectly flagged by automated sys
I have been a member of Sinemia since December 2018. I took a year long plan (3 movies/month) for Sinemia by paying ~$200 for me (***) and my wife (***). We both have been using the service regularly (watching 3 movies a month since we started) by visiting ~4 theaters in and around our home. My wife has used Sinemia on Pixel 2 phone and I have used Pixel (old phone) and Pixel 3XL (new phone, upgraded in Feb 2019) since we started. As per the policies, we have always booked the tickets in accordance with Sinemia Policies and successfully checked-in to the theaters before watching the movies. Not once have we both violated any of the TOS for Sinemia (I have read them thoroughly). Around 3-4 weeks back, both mine and my wife's account was flagged for additional ID verification and we provided all the documents (DL) and selfie with DL for our respective accounts successfully and timely. Today, while making a purchase for another movie ticket, my account was terminated with no specific reason shared with me. I feel there is a major misunderstanding by their automated systems about my account signals. They may also have considered me and my wife's account to be used by the same person which is not at all the case. We both watch all the movies together and check-in from our own separate phones as guided by Sinemia. As I have background working for Risk and Fraud team at a top tech company, I know how automated Machine Learning models work towards detecting fraudsters and terminating them. It is impossible to gain 100% accuracy on detecting fraudsters and there are false positives many times. I believe I am a false positive and was incorrectly flagged by Sinemia risk/fraud model as a fraudster. I understand that and therefore requested Sinemia to review my account and re-instate my incorrectly terminated account. However, they have a blanket rule of not sharing any specific reason for why I was terminated and how I can explain my side of the story. I reached out to them on Twitter as well and they pushed me to their terms with no explanation. I am currently only in my 4th running month of using a year long subscription and would like to continue using the service fairly as I have been till date. My wife, whose account is active right now, will not be able to use this service if Sinemia terminates my account as we like to watch movies together. I have also bought ove $70 of Sinemia gift cards which would go waste if my account is terminated for no reason.

Incorrect misuse charges applied to my account and the customer service does not respond. Charging excess money for physical card.
1)My sinemia account is kept on hold without a warning due to irrelevant misuse fee of $21.55 because the app did not allow me to check-in for my ticket purchase that I made on Feb 23 for 7:10 pm show. I also sent an email on the same night that my check-in was not successful at the theater but I did not receive any reply from sinemia customer service. There was no way I could call them and inform that the app wasn't working properly as they do not have a number to call and their app was error-prone.
2)I also wanted to order a physical card for $15 shown previously and now they changed the price to $24.99 without prior intimation.

Account Terminated with no notice or proof of policy violation
I've paid for an annual membership in July of 2018. I still have a few months left. I've recently had to verify my account with sending proof that I am me. My verification was successful I even received an email letting me know it was successful and I am able to use my account again. This was on February 22nd. This evening I find a movie time that I would like to go to. I do everything that I'm supposed to and then get a notification that I need to check my account on their website. When I check it stated my account has been terminated and lists a very general list of rule violations but no specifics. I've nevr complained about this business and their service even when they started charging additional fees. I received no notification that my account has been terminated. They have my email because they let me know my account has been verified. I want for my account to be reinstated or my money refunded to me and proof with real words as to the reason why my account was terminated.

I was forced to complete an ID verification. Once I did, my account was terminated (2 weeks after signing up. I had payed for a full year in advance.
I was forced to complete an ID verification that involved submitting both a photo of a government issued ID, and a photo of myself holding the same ID. I submitted this with my maiden name, as I had not received my new ID with my married name. Sinemia claimed that I had multiple/ fraudulent accounts. They terminated my year long membership, without refunding my, only two weeks after I had signed up. I contacted Sinemia right after they terminated my membership on February 17th, yet I never heard back from them. I offered to provide my marriage certificate, marriage license, and my new ID with my married name now on it. To prove to them that I do not have multiple identities or accounts. 2 weeks later, and I still haven't heard anything from them. I also made an attempt to once again contact them through email, twitter, facebook, and there contact forum. I still heard no response. This kind of customer service is completely unacceptable.

Sinemia is charging me a $15 "misuse" fee for not checking in on their app. However, I did check in - twice - their app froze both times and crashed.
I am a Sinemia member and am on their 1 movie / month plan. Originally, I paid $3.99/month for an annual subscription, which turns out to $47.88 after-tax. This was advertised in their terms and conditions as being all-inclusive. Their terms and conditions at the time explicitly stated that they would not be adding additional fees for the duration of the contract.

However, they recently updated their terms/conditions sneakily without letting customers know and are now trying to extort customers. They've added a $1.80 "convenience fee" that is passed *** to the consumer each time we book a movie through their service - however, this was not instated until months into my membership.

To boot, their app has been consistently crashing when I use it, and I believe they are doing this on purpose.

Part of their business model relies on customers checking in at the theaters through the Sinemia app when they arrive to see the movies. However, recently, their app has been very buggy and has been crashing consistently. To the point that yesterday when I went to see a movie, I had to check-in twice, and each time going through the flow resulted in the app crashing.

Now, Sinemia is trying to charge me a $15 "misuse" fee and is blocking my ability to purchase movies through their service until I pay it. Effectively, blocking me out of my account and extorting me for $15 I should most certainly not have to pay.

Cancelled my account after seeing too many movies. I paid for a year, and they cancelled after 5 months of use with no logical reasoning.

I read the terms of service prior to signing up to make sure I didn't do anything wrong, and their only reasoning for terminating was "suspicious activity."

This company uses bait and switch tactics with hidden "gotcha" fees. Their app doesn't work and there is no recourse because there is no human you *** talk to about problems. Reponse time is unacceptable. This company should be investigated for consumer fraud.

Absolute scam. After prepaying for an annual membership, then paying extra for a physical debit card, and then jumping through all sorts of hoops to create an account (you have to submit multiple pictures of yourself and your photo ID), my account has been suspended for suspected "fraud," with no further details. Furthermore, I was not notified of this suspension until I traveled to a movie theater, whereupon my card was declined.

There is zero transparency as to what this supposed "fraud" entails, and no avenue for clearing up the mistake.

I would rate them less if I could. I purchased an years subscription back in September 2018. Ever since it has been one hoop after another to use the service. Between hidden fees, the requirement of me to send photo documentation of my ID, and poor service, I have now had my membership cancelled without any warning. Supports response is for me to read the very vague letter that has been posted to my account, stating that I broke some rule, though they won't tell me what. I ***'t think of anything I did wrong or against their terms. They are offering the small possibility of a partial refund, based on ticket sales, but ther is a problem with that option. The service I paid for was not based on ticket sales, it was based on monthly service, that I paid upfront for a year. If they were to give a refund it should be based on months left. I don't seem to have any recourse and they don't give any other way of contacting them. No phone #, no one to talk to. I guess my next step is to call my credit card and see if they *** help.

I watched a movie yesterday and tried to check in just AFTER 5 MINS ONCE THE MOVIE ENDED..IS IT A VERY BIG CRIME ? for which hey are charging a misue Fee of 26$?..If I had all the Money , I would SUE SINEMIA for these atrocities..Totally dissatisfied..They never respond to my emails. as well..

Complete scam. This company charged for a full year at the start then constantly came up with ne ways to prevent you from using the service or to have you pay more. New fees like an extra $1.80 per movie, a physical card which did not work after I paid for it, but instead of fixing the issue they suspended my account for a month then explained that I wasn't supposed to have gotten that card (and I never got a refund for that time). They recently asked everyone to submit photos of their IDs with personal information which *** be used for identity theft. They suspended my account after I sent them the photos as requested (but with my license number hidden). Why would a business from Europe require photos of a Canadian's social insurance card or driver's license other than to steal their identity or sell of the information? They don't have access to the Canadian government's database to compare the info to so this is a complete scam. After making you unable to use their service, without any reason provided, they do not reply to any communications submitted through their website or Facebook page. There are thousands of complaints about this on Reddit, Revdex.com, Twitter, Facebook and there is a class-action lawsuit against the company in the US (https://www.businessinsider.com/moviepass-competitor-sinemia-sued-in-class-acti...⇄

Sinemia app continues to lock up while at the theater making it impossible to check in.
I have on several occasions went to check in to the movie, only to have my app either not load or freeze. I have contacted them and told them the problem, which they completely ignored. I get charged a ridiculous fee, that is more than just paying for the movie in the first place. This past week after contacting them, they closed my ticket saying I didn't respond, when I had responded 2 times. Very poor communication, app and fees. Ny account is locked which is ridiculous!

Charged a misuse fee when I was unable to go to theater because the app malfunctioned
My wife and I both have pre-paid year-long Sinemia accounts (colossal mistake). On January 24, 2019, we attempted to purchase tickets through each of our accounts for a movie. My app stated it needed to verify my ID, redirected me to their website, and demanded I provide a picture of my driver's license. I did so and proceeded to successfully purchase my ticket. My wife's app had the same notification and when I went to her account profile on their website, the webpage would not allow her to provide a picure of her ID . We searched all over the website and were unable to provide the picture but also could not purchase a ticket from her app because the app was blocked and demanded that we provide a picture of her ID. Accordingly, we decided not to go to the movies and resolve the issue with Sinemia. A few hours later, I was told I had to a pay a "misuse fee" to unlock my account even though it was entirely Sinemia's fault that I was not able to use my ticket in the first place. Additionally, it is outrageous that I have to pay "convenience fees" on top of the annual fee I have already paid for this service. When I signed up, I was told I would receive a card but could pay to have the cardless option. I chose that option, paid for it, and never received the card. Now, I am charged additional fees every time I try to book a ticket online. This company is awful.

Requires Gov Issued Photo ID
I tried to purchase tickets through the sinemia app and they are now requiring a "government issued photo ID" to continue using their service. This was not the contract I signed up for and wasn't a requirement when I started the service. Never has any other business used this practice that wasn't a government entity. I believe this to be a fraud and this practice should be removed for people to continue their service.

Losing monthly fees due to deficient application and unresponsive customer service, no response from anyone at Sinemia.
I signed up for Sinemia movie subscription services in June 2018. I paid ~ $170 CAD for annual membership for 2 couples movie tickets every month. Everything worked fine till Oct 2018. I have been facing issues since Nov 2018, have sought help from Sinemia customer support several times (via email, the only option), they haven't responded even once!

List of issues
In Nov 2018, the payment information from the Sinemia app stopped working on Cineplex website, I emailed to customer support about the issue and started using Landmark Cinemas instead.

In Dec 2018, the app started giving trouble, it won't let me complete the check-in process, I tried few times before/in-between/after the movie and it won't work. I emailed again, again no response.

In Jan 2019, I got a $27 misuse fees as the check-in process wasn't completed (I did get a warning, but couldn't do anything as the app won't work and customer support won't respond). I emailed few times to contest and ended up paying the misuse fees, so as to get the maximum out of the annual membership I already paid.

In Feb 2019, the payment info stopped working all together for any cinemas.

Totally frustrated I decided to reach out to Sinemia in any way possible. They only have a support email, which never responds. Its a Los Angeles based firm, however all their employees are based in Turkey (from Linkedin), except for 3-4 executives in US. I tried calling their corporate headquarters and the phone number turned out to be someone's personal phone in California who hasn't even heard of Sinemia. Then I emailed all the email addresses mentioned on their website hoping someone would respond, but nada. Finally I wrote emails, Facebook and Linkedin messages to Sinemia, all its executives and employees, no one responded!

Last week (Feb 20-22, 2019), I tried to use the app again to see if it works, only to find they have blocked all access unless I submit 2 IDs.

Additional Info: I was okay paying the $1.80 per ticket additional for online tickets starting Oct 2018, even though it wasn't mentioned in the contract and some US customers have filed a lawsuit for the same. Point to note here is that the only option to book tickets to me was online, so I ended up paying $3.60 (couples ticket) additional everytime I used their services.

I've given up any hope of getting response from Sinemia, and Revdex.com is my last resort to see if I can get a recourse from this fraudulent company. I'd like to get my subscription fees refunded since Nov 2018 plus the $27 misuse fees and online transaction fees that I was forced to pay (Total ~$160 CAD).

My subscription ID is my email: ***@outlook.com

Sinemia charged a 20 dollar misuse fee because there app doesn't let me check in and I have yet to watch a movie this cycle because of ID verification
I was charged a 20 dollar misuse fee last month which wasn't my fault if the app didn't suck and actually let me check in so I paid it. My bill cycle resets every month on the 4th I contacted them on waving the fee which they said they couldn't because it was my fault so I paid it because what else am I suppose to do. So then the second week into February I wanted to watch a movie just to be hit with I have to ID verify my account before I can use it. But never in the contract that I signe did it say I would have to send them a picture of my ID which is absurd but I went ahead and did and sent it to them. But now it's the 28th of February I still can't watch a movie because my verification hasn't went through customer service sucks because they never reply to any of my emails so I don't know how to get a hold of them. My membership renews on the 4th and I have yet to watch a movie this cycle and it upsets me

I opened an account for my fiancee and one for myself using the same credit card they canceled both accounts and refuse to issue a refund 1 yr prepaid
In September I purchased an annual membership for 3 movies a month with Sinemia for my fiancée using her email address but my credit card since it was a gift for her. On October 20th, 2018 I decided to get a plan for myself as well and prepaid for a full year of unlimited movies. About 2 weeks later I got an email that they canceled both accounts via email. When I responded they noted their terms of service which I responded that One account was for my Fiancée and One was for me and both apps were on separate phones and email accounts. They responded back with their terms of service which I then asked for a refund since I did not get to use the service and prepaid a full year both my fiancée and I. After that point I never heard back and received an email that the case is was considered closed on their end. I follow a group on social media, and they have done this to numerous customers. Please make sure my money is refunded in full for both transactions. They are a very shady company with little to no customer service.
I never received an email with the purchase confirmation. It does not make sense that I purchased a 3 movie a month pass for my fiancée in September that I prepaid a year for and in October I prepaid for 1 year of unlimited movies for myself. You can see by the emails that I tried to resolve the issue. The only thing that the two accounts shared is the same credit card was used. I had a membership with my own email and login credentials and my fiancée had her own membership with her own email and login credentials plus the app was tied to my account on my cell phone *** and my fiancees account tied to her account on her cell phone

Corrupt business practices by Sinemia on changing the membership rules after charging full membership fees.

I am Member of Sinemia and I joined one of the yearly plans in Sept 2018

I have some concerns regarding the evolving practices of Sinemia around additional Credit card fees being charged and ID Verification.
When I joined the membership (money was taken in advance for the full year) both of them were not there and I feel cheated when the rules are being changed and membership is blocked till additional ID documents are submitted.

Specifically following are more details on my concerns:
1. Fees - I am asked to pay a $5.40 (for 3 tickets) every time I use my monthly tickets , this was never part of the original plan and I would not have signed up if I had know about these charges upfront.
2. ID Verification - My account is suddenly blocked asking me to submit government ID, why was this not done while collecting the yearly advance from me? I can submit the Govt ID but I do not trust Sinemia to handle my personal information related to Govt. identification. How can I be sure that the private details won't be misused ? Their website does not say how they handle my Id related private information.

In light of above, I ask for immediately stopping the card fees and refunding my past fees paid and also unblocking my account so that I can use the service as I have already paid for it in advance.

I reached out to the company's customer service about these issues and they closed my complaint without resolving my concerns.