Complain About KinoPoisk - File a Complaint Today

Since KinoPoisk is part of Yandex Plus, their support channels are centralized. Direct phone numbers are not publicly listed, pushing users towards digital methods. Be prepared for potential language barriers and use a translator if needed.

Honestly, getting a response can feel like a lottery. Here are some general timelines, but don't hold your breath.

• Be Specific and Concise: State your account ID, the exact problem, and the date it occurred right away.
• Use a Translator: If you don't speak Russian, write your complaint and use a reliable online translator. Sending the message in both English and Russian can help avoid confusion.
• Attach Evidence: Always include screenshots of error messages, billing statements, or previous conversations.

If KinoPoisk support is giving you the runaround, your options are a bit different since they are a Russian company.

Filing a Chargeback

This is often your most effective tool, especially for users outside of Russia. If you were billed incorrectly or for a service you cancelled, contact your credit card company or bank. Explain the situation and state that the merchant is unresponsive. This process bypasses KinoPoisk support entirely.

Russian Consumer Protection

For those dealing with them within their jurisdiction, the authority is the Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing (Rospotrebnadzor). This is a serious step and a complex process, especially for non-residents. You must have documented proof that you tried to resolve the issue with KinoPoisk first. It's a long shot, but it is the official regulatory body.

Subject: Formal Complaint: Unresolved Billing Issue on Account [[Your Account ID or Email]]

To Whom It May Concern,

I am writing again to resolve an incorrect charge on my account. This is my third attempt to contact you regarding this issue, with my first message sent on [[Date of first contact]].

On [[Date of charge]], my card was charged [[$Amount]] for a Yandex Plus subscription, even though I had already cancelled my service. This is unacceptable, and frankly, the amount of time I've had to spend chasing this down is incredibly frustrating.

To resolve this, I require a full refund of [[$Amount]] to be processed immediately and written confirmation that my subscription is cancelled and will not be billed again.

Please find a screenshot of the charge attached for your reference.

If I do not receive a satisfactory response and confirmation of the refund within three business days, my next step will be to file a formal chargeback with my credit card provider for services not rendered.

Thank you for your prompt attention to this matter.

[[Your Name]]

Here are a few extra tips that users have found helpful:

• Mention Social Media: In your email or chat, casually mention that your next step will be to share your experience on Trustpilot or other social platforms. Sometimes the threat of a public complaint gets things moving.
• Try Different Times: If you're using the live chat, try connecting at odd hours. Support might be based in a different time zone, and you could catch them during their off-peak times.
• Reference the Parent Company: Since KinoPoisk is under the Yandex umbrella, sometimes escalating a complaint through the main Yandex support channels can get more attention than using the specific KinoPoisk forms.

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