Sinemia

Sinemia has terminated my annual membership without explanation other than I violated thr terms of service. They won't answer messages. Many affected.
Sinemia has terminated my annual membership. I started my membership on July 2018 and have not had any issues. Had not incurred in any behavior under their terms of service to warrant termination, yet when I try to get some answers as to why my account was terminated, they just say they can't tell me why they terminated my account. From what I can see, hundreds of others have been affected at the same time. No one is getting answers from them. I have tried emailing and sending direct messages via Twitter. We are all getting generic responses without any real support.

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.

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.

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.

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.

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.

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.

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.

Unfair misuse fees charged by the company. Customer service does not respond to resolve issue.
I booked a ticket to watch Alita movie at Crossgates Mall in Albany, NY on 02/23/2019 from sinemia. I tried to check-in on their app at the theater but the app could not let me check-in as it was having glitches and did not have option to check-in. I contacted the company about this issue on the same night by email but they did not respond to my query. There is no way to call the company as they do not have a phone number to call too. Then, I received an email from them that they charged a misuse fee of $21.20 to my account and they blocked my account so that I cannot watch any movies using their subscription until I pay the amount which is fraudulent. I have paid $179 for a yearly subscription on 08/01/18 and they do not even respond to their customer queries. I was charged the misuse fees incorrectly even after doing the right thing. Also, they have increased their processing fee charges for booking movies from their app without having the card which is also wrong as they changed their terms and conditions after I purchased the subscription.

I missed a "check-in" for a movie and my account got put on hold. I paid the "misuse fee" then they completely terminated my account.
When I went to a movie and missed the "check-in" time by exactly 2 minutes. I sent the customer support email a message with a screenshot of my phone with the time on it as well as the alert that my "check-in" time had been missed. I got no response from an actual representative and only an automatically generated email. This email stated that my ability to use the service would be put on hold until I paid a "misuse" fee. I then paid the misuse fee. Today while trying to get a ticket for a movie I was notified that my account had been terminated because I had broken too many of their rules. Since having the service I had only missed two of the "check-in" times and was told in the email regarding the second occurrence that my account would be activated once I paid the "misuse" fee. I have screen shots of the emails as well as a screen shot that shows I paid the "misuse" fee in a timely manner.

The company terminated my account without reason.
I went to buy a movie ticket today through the application but was notified that my account had been terminated. The only explanation was that I had broken the terms of service without any specifics at all. I have carefully followed their terms of service while using their service. Upon researching online, it appears the company has been terminating high usage accounts without explanation. The company also has terrible customer service, so there is no way to contact anybody at the company about the termination. I have payed to use the service through November. The company has also added service fees without warning for which they are currently undergoing litigation .

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.

Sinemia has canceled my yearly subscription due to false inaccurate information.
I received the below communication online during my request to order advance movie tickets. The information that I received was hurting and uncalled for. I met all the related terms.

***
Dear Sinemia member,

This is an important notice that requires your attention.

Our top priority is to provide our members with the best movie-going experience possible in the most affordable way. In order to achieve this goal, it is very important for our members to comply with the membership rules and abide by the terms of service.

Sinemia has put several systems and measures in place in order to prevent fraud and keep Sinemia's membership sustainable and affordable.

Upon reviewing your account, we regret to inform you that the system has detected examples of your membership use that violates the terms of service. As a result, your account has been terminated. An account may be terminated, but not limited to, for the following reasons:

Unauthorized use of the Sinemia card/cardless outside of its intended purposes, resulting in fraudulent financial activity
The use of multiple Sinemia accounts in the same device resulting in financial abuse
Reasonable suspicion of fraud and/or abuse
Sharing one's Sinemia membership information to purchase tickets for other persons.
Manipulation of location data resulting in deceptive ticket purchases
You may review the usage terms of your account on our website if you would like to seek further information. Given the circumstances, please note that you will not be able to create further accounts with Sinemia.

Best regards,
Sinemia

You may fill in the form to get detailed usage history and refund eligibility information.

For some reason, the company maybe profiling accounts to terminate.

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.

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."

Being erroneously charged because their app malfunctioned and did not allow me to check in - I attempted it at the theatre, it did not work and froze.
I am being erroneously charged for not "checking in" - I attempted to check in at the theatre - was unable to because the app froze and contacted Sinemia via email as soon as I got home with a screenshot of my ticket which was scanned and offered to provide further verification (other purchases I made at the theatre, tracking on my phone). I could not take a "screen shot" of the app freezing because it was in fact frozen - I had to restart the phone and by the time it came back on the option was no longer there. I received a message from someone last night stating that it was probably fine and I just needed to let them know what happened but since it was one time thing I would not be charged. This morning I got a poorly worded email from Sinemia stating my online access was being disabled unless I paid for the ticket. This is absurd - I clearly proactively reached out to explain what happened and I should not be charged due to a glitch in their platform - there should be an alternate way to submit documentation of a check in if the electronic method fails - That is just common sense; not every movie theatre has great service, phones break, get stolen, applications stop working, etc. This seems like a painful scam to just overcharge people whenever they can. Finally, I am very upset because I never received a physical card as promised. I had been using the online method, but since that's now been disabled, I should at least be able to use a physical card, but when I try to order one, I am charged a $25 fee.

Cancelled my membership when I have not disobeyed rules.
The company requested I upload my drivers license photo to verify identity. I did this and they said they accepted it. Then they sent me a notification stating my membership was cancelled. I have abided all their rules. One time, I was unable to check in at the movie theater and I paid the $25 fee. I have not shared the membership. They cancelled my membership and gave me no reason other than I have disobeyed their rules. There is no way to contact them. I still have 6 months left on a prepaid membership.

Not able to use Sinemia Cardless. Customer service not responding. No phone to contact.
I am Sinemia Cardless member since Nov 2018. During Second time use of the service because of internet connection issue could not check in and since then they have blocked service. Sent 3 emails to help desk no response to emails. They are Forcing me to pay for the tickets. These loopholes in the contract are not visible to customer or never explained when sign up. Even App does not show any ways to check in. I feel all these have been created to trap customers. Feel like cheated by this company.

Got an account for me. One for my kid. They asked for ID confirmation. My kid is 10 and has not government ID. They ignored my emails to try to fix.
Got an account for me. One for my kid. They asked for ID confirmation. My kid is 10 and has not government ID. Tried using his school ID. No go. I contacted support and told them this and tried again. No response for a week. Tried again. No response for a week. Tried using my ID, since I'm the one paying for his account. Account terminated.

How am I supposed to confirm his ID? Why won't Sinemia at least answer me? If I have to roll his account into mine, I would do that. But they ignore me. Stay away from this company.

Account Termination
I purchased a monthly unlimited movie subscription for the year ($360+instant activation fee+card purchase fee) back in I believe November of 2018. I had little issues using the service except for being charged fees for not using the card when the option for the card was unavailable. Eventually Sinemia started reissuing cards again which solved that problem when my card (at additional cost) was received. I then started using the card provided exclusively and had no further problems with my service. Until I upgraded my phone back on Feb 11, 2019. I installed Sinemia onto my new phone and had no problems using the service until March 3rd, 2019. On March 3rd, I went to sign in and reserve the movie I wanted to see and got a message saying to check sinemia.com/membership for an important message. When I did so I was notified that my account was terminated with no explaination except that I violated the terms of service and then a list of the potential terms of service that I supposedly violated was listed with no specific answer saying this was what term of service I specifically violated. I then contacted customer service to resolve this issue and have never received a reply to my email message. There are no customer service phone numbers listed to call and resolve this issue only email. I googled Sinemia Account Terminations after my account had been terminated to find out why my account had been terminated and found that other customers who upgraded their phones have faced similar terminations. Since I upgraded my phone just recently this must be the reason for my termination. Upgrading a phone is not a violation of the terms of service of only having one device. My old phone no longer is active due to my new phone replacing it. Both phones have or had the same phone number, thus only one device is active. To terminate a customers account for upgrading their phone should not be terms for termination since in my case at least only one phone is active.