MoviePass isn't letting some annual subscribers cancel who were promised a refund

MoviePass started converting annual subscribers to monthly plans over the weekend, and some users were given the option to cancel and receive a refund for the remainder of their annual plans.
Many subscribers have taken to Twitter to complain that they can't cancel their plans and receive a message that says their credentials are ineligible. 
Two users told Business Insider that MoviePass got their sign-up dates wrong: for instance, one user signed up for an annual subscription on February