John replied
May 20, 22:51
Hello,
Thank you for contacting us. My name is John, and I'm a manager for the support team here at MUBI.
We appreciate the frustration your client feels with this situation, but our position on the charges in question remains unchanged.
We sent your client a detailed reply regarding this matter on July 16, 2024, which outlined our position and described why we are not issuing additional refunds.
As we mentioned to your client, and as is documented by their account's records, your client's Martpe09@gmail.com subscription was not cancelled until June 09, 2024. There is record of a trial extension offer being redeemed for the client's subscription on December 25, 2023. This was a prevent cancellation offer -- in accepting it, your client extended their trial, rather than cancelled their subscription. This aspect of prevent cancellation offers is always listed in the offer itself.
Two images have been attached from your client's account's records. One substantiates that your client accepted a trial extension on December 25, 2023. The other substantiates that the subscription's cancellation took place on June 09, 2024. A cancellation, issued before June 09, 2024, would be listed in your client's account's records.
As mentioned in our Terms and Conditions, a MUBI monthly or annual subscription, which may start with a Free Trial, will continue month to month or year to year unless and until it is cancelled. Your client's subscription wasn't cancelled until June 09, 2024, so it remained active until that time. As such, we will not be issuing any further refunds for this subscription.
Let us know if you have further questions or concerns.
best regards,
--
John Lehtonen
MUBI Support
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reclamar@ocu.org sent a message
May 9, 11:45
HS:2933742322-615688
