MoviePass said in a statement that a "small percentage" of users have had their accounts deleted.
On Friday, MoviePass terminated the accounts of what it described as a "small percentage" of users who violated its terms of service, the company confirmed to Business Insider.
This was a shock to many users, who took to social media to object to being taken off the service. Many of them said they were confused as to why their accounts were deleted.
Business Insider obtained an email that was sent out to members who MoviePass said violated its terms of service by purchasing part of a "premium ticket" on their card. However, multiple people who received the email denied they had ever done that.
Here's the email:
"Your account has been cancelled effective immediately for violating the terms of service by using your MoviePass card to purchase part of a premium ticket. You cannot sign back up for MoviePass."
Customers who then inquired via MoviePass' customer support account on Twitter were sent this via Direct Message:
"Thank you for sharing your concerns with us. Your account was cancelled due to Terms and Conditions violation. You should have received an email notifying you on this on February 09, 2018 with a description of the action that was in violation. Please remember to check your Spam or Junk folders for this email. Some email filters may prevent it from being delivered directly to your inbox. Terms and Conditions violations cannot be disputed nor can your account be reactivated. We appreciate your understanding."
Many took to Twitter to voice their frustration and confusion as to why they lost their accounts:
A MoviePass spokesperson sent the following statement to Business Insider regarding the canceling of accounts:
"A small percentage of MoviePass users have been removed from the system, due to violating the terms of service. We diligently review card transactions to prevent fraudulent activity and take our Terms of Service agreement very seriously. If individuals abuse the service, we must take action so that our model continues to be sustainable for everyone. If customers feel there has been a mistake, they can feel free to reach out to MoviePass customer service via the phone number on the back of their card."