It's not just you. MUBI's customer service is a ghost. Seriously, their Trustpilot score is a shocking 1.7 stars, with 86% of reviews being 1-star, and the Better Business Bureau gives them a flat-out F rating. People are constantly getting hit with surprise charges or finding it impossible to cancel their subscription. Common complaints flagged on consumer sites are about billing disputes and a complete lack of response from their support team. If you're tired of sending emails into a black hole, you're in the right place. Let's get this sorted.
Best ways to complain to MUBI
Your best bet is to create a paper trail since phone support doesn't exist. Use their official email for a formal record, and if you get ignored, take the complaint public on social media.
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| support@mubi.com (via contact form) | For detailed complaints, billing issues, and creating a paper trail. | |
| Social Media | Tag @mubi on X (formerly Twitter) | For public complaints when emails are ignored. Brands hate bad PR. |
⏱️ Estimated Response Times from MUBI After Complaining
Honestly, 'estimated' is a strong word here. Expect to wait.
| Method | Expected Wait Time |
|---|---|
| 2-5 business days (if ever) | |
| Social Media | 1-3 business days |
| Phone | Not Available |
| Chat | Not Available |
🔍 Tips to Get a Quicker Response from a Complaint
- Use a clear subject line: Something like "Billing Error on Account" or "Cancellation Issue" gets straight to the point.
- Include all your details: Provide your account email, the date of the issue, and any transaction IDs right away.
- Keep it brief: Get to the point in the first two sentences. They are less likely to read a long, angry rant.
- Follow up consistently: If you don't hear back, reply to your own email every 48-72 hours to bump it up in their queue.
How to Escalate Your Complaint
If MUBI is giving you the silent treatment, your next move is to file a complaint with an external body. Since MUBI Inc. is based in the US, your best option is the Better Business Bureau (BBB).
How to file a complaint with the BBB
- Go to the BBB's complaint submission page.
- Search for "MUBI Inc." based in New York.
- Fill out the form with the details of your complaint and what you want as a resolution (e.g., a refund, a response).
The BBB will then forward your complaint to MUBI. The BBB works, but prepare to wait. MUBI is more likely to respond once the BBB gets involved, but the whole process can take several weeks. Remember, you should always try to resolve the issue with MUBI directly first, as the BBB will ask if you've already done so.
Email Template to Complain to MUBI
Subject: Formal Complaint: Unresolved Billing Issue on Account [[Your Email Address]]
I am writing again to resolve an issue with my MUBI account.
Despite sending a message on [[Date]], my problem remains unsolved. On [[Date of Charge]], I was incorrectly billed [[$Amount]] for a subscription I had already cancelled. Frankly, having to chase this down and waste my time trying to get a response has been incredibly frustrating.
To resolve this, I need you to process a full refund of [[$Amount]] to my original payment method immediately.
Please be aware that if I do not receive a satisfactory response and confirmation of the refund within 72 hours, my next step will be to file a chargeback with my bank and submit a formal complaint to the Better Business Bureau.
Thank you for your prompt attention to this matter.
[[Your Name]]
Additional Helpful Tips to get Your Complaint Resolved
- Go Public on X (Twitter). Tag @mubi and use hashtags like #MUBI or #CustomerService. Nothing gets a response faster than public shame.
- Demand a Transcript. If you ever get them to respond via email, ask for a final confirmation email summarizing the resolution. Don't take their word for it.
- Try the Marketing Email Reply. One user on Reddit said they finally got a response after replying to one of MUBI's promotional emails. Weird, but it might bypass the standard support queue. Worth a shot.
Let Pine AI Help Raise the Complaint to MUBI
Tired of your emails to MUBI getting ignored? Sound familiar? It's a common story on their Trustpilot page, where users complain about getting zero response for weeks. Instead of refreshing your inbox or shouting into the void, let Pine AI handle it. We send the formal complaint, manage the follow-ups, and apply consistent pressure so you don't have to. No more wasting your time. We'll be the persistent advocate that actually gets their attention.
Frequently Asked Questions about MUBI Complaint Filing
What if MUBI doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving MUBI?
Is this the right email to contact MUBI?
What's the easiest way to cancel a subscription with MUBI?
Other ways that I can contact MUBI?
Why is it so hard to find a specific movie on MUBI?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
