Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Raised a complaint with Hulu few days ago regarding unavailability of a content in its original language. Business is not providing a resolution and their cares to look into issues with its application

  Business Response

  Date: 07/28/2025

  Hello Varun,
  
  
  Thank you for writing about the concerns relating to the language options for the latest episode of Criminal Justice: A Family Matter. My name is *******, and I am an Escalation Specialist with Hulu Support. I apologize for any difficulties, and I assure you that I am here to address your concerns.
  
  I located the conversation with our agents with the provided information. I regret to hear how the conversations played out. At Hulu support, we strive to provide the highest level of excellent-quality support, and unfortunately, we may have missed the **** this time. Your feedback has been forwarded to their direct managers for action. As for the affected episode, I am glad to report that the episode should now be streamable in the intended language options. Your viewer experience is of utmost importance to us, and we appreciate your patience and understanding as we do our due diligence to address the behavior once and for all for our customers. 
  
  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be happy to aid with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for our support team is **************. Thank you for bringing this matter to our attention, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For approx 7 months now, my wife and I call each and every month to HULU Its a television channel we tried approx. 8 months ago. It costs $21.98/month. We called and spoke to one of there **** each month about canceling this Hulu After speaking to there agents and explaining that we are canceling, they say ok its all canceled. But each month we keep receiving there charge in my bank account for $21.98. So we continue to call them and continue each month to explain to them to cancel. But they must never cancel us? Because we keep getting charged every month. Month after month for $21.98. After canceling back then This is the 7th time they charged us $21.98 that we did not authorize. I want them to return my money for all those months(7 months). It states we are being recorded each time we called, so there should be proof of each time we canceled if it really was recorded?

  Business Response

  Date: 07/21/2025

  Hello *****,
  
  Thank you for reaching out about recurring charges with Hulu. My name is ********, and I am an Escalation Specialist with Hulu. I would like to apologize for any frustration and assure you that I am here to address your concerns thoroughly.
  
  We value the security of our viewers and their information, and we require verification for each Hulu subscription to speak on or take action on any account. This ensures we speak accurately to your account and related issues while protecting our customers data. Regrettably, I was unable to locate a Hulu account with the information provided in the BBB case description. To locate and verify the Hulu account associated with the charges, I am sending you a separate email titled "Hulu Support Follow Up - BBB ********," referencing this case. In this email, I will request additional information to locate the subscription and assist with the issue mentioned above.
  
  I hope this information is helpful to you, and I appreciate the opportunity to help you. We would be happy to help with any further issues, questions, or concerns via our phone or chat support channels if they arise. The contact number for support is **************. Thank you again for bringing this matter to our attention, and I look forward to hearing from you.
  
  Warm regards,
  ******** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:06/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This should be an easy fix, but it has not been. I logged into my Hulu account today to update my payment information. I have tried 4 different credit/debit cards; all of which have plenty of money on them. Each time I try to submit the new information, this is the message that I receive:There was an error processing your payment. Please check your billing info, including CVV or card pin. If the problem persists, check your card balance or contact your bank for more details. Or, try another payment method.I contacted Hulu chat and phone customer service and no one has been able to get this issue resolved or even help with it.I JUST WANT TO BE ABLE TO UPDATE MY PAYMENT METHOD (something that I do all the time). There is always some issue with Hulu. I want full use of my account!

  Business Response

  Date: 07/10/2025

  Hello ******,
  

  
  Thank you for writing about the difficulty you encountered with updating your payment method. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address all of your concerns fully.
  
  Using the provided information, I located your subscription and the interactions with our Support team. I confirmed the declines are coming from outside of Hulus systems. To clarify, the card issuer and bank is in charge of allowing or preventing certain transactions. While we cannot speak as to why the payment methods have failed to update in the past, I want to clarify that recurring online subscriptions will charge a $1 authorization hold when the card is added to your Hulu account to ensure the associated payment method is acceptable for the service. Some banks can reflect an authorization that looks similar to a charge. In these situations, the merchant can confirm if any transaction occurred. I am glad to see that an alternative payment method was successful in being added, ensuring that the Hulu account is operating and accepting valid payment information as intended. I recommend contacting your bank(s) to inquire about why Hulu may have been declined in the past.
  
  Your viewing experience is of utmost importance to us. I appreciate you bringing this matter to our attention, and hope this information is helpful. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to WATCH ANY MOVIE WITHOUT A ERRORS POPPING UP CALL CUSTOMER SERVICE SUPPORT ?? HORRIBLE NO COMMUNICATION skills / Very Insulting making up Things from me Which I never DID , reference number *********

  Business Response

  Date: 06/24/2025

  Hello Adele,
  
  
  Thank you for writing about the ongoing technical issues affecting your Hulu. My name is *******, and I am an Escalation Specialist with Hulu Support. I apologize for any difficulties, and I assure you that I am here to address your concerns.
  
  I located the conversations with our agents with the provided information. I regret to hear how the conversations played out. At Hulu support, we strive to provide the highest level of excellent-quality support, and unfortunately, we may have missed the **** this time. Your feedback has been forwarded to their direct managers for action.
  
  Our records indicate that you spoke with our team and were informed that the technical issues are still being investigated with no timeframe for a fix. As past concessions have been applied to the subscription, I can take no further action regarding a service credit. I hope that you will see improvements related to the previously reported issues in time. Your viewer experience is of utmost importance to us, and we appreciate your patience and understanding as we do our due diligence to address the behavior once and for all for our customers.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be happy to aid with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for our support team is **************. Thank you for bringing this matter to our attention, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23416090
  
  I am rejecting this response because:IT WAS NEVER ABOUT THE CREDITS ITS ABOUT YOUR STAFF AND THEIR MESSY BEHAVIOR ALL I WANT IS MY SERVICE TO WORK PROPERLY AND CONSTANTLY ??
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/03/2025

  Hi Adele,
  
  
  Thank you for responding and for the additional feedback. I empathize with the difficulties these issues have posed to your viewing experience, and I understand the service is not meeting your expectations. Regrettably, I have no updates regarding the aforementioned issues at this time. I recommend attempting the troubleshooting steps outlined in our *********** article, as these are the only actions that can be taken while our team continues the investigation. For your convenience, I have included a link to the Help article:
  
  ***************************************************************************************
  
  
  I remain hopeful that you will see improvements over time. Never hesitate to contact us with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received an email telling me that I needed to update my credit card information for my Hulu account. When I went in to look my account, I discovered that I had been getting charged twice a month from Hulu. One amount was for my current subscription and the other 99 amount was for a subscription that was canceled in November 2024. I have been online with five different people through chat trying toget this resolved and after spending 30 minutes to an hour each time talking with these people and giving them all the information that they need keep getting disconnected. On my most recent call the lady said she was putting me on hold to go and get my refund and cancel duplicate Account and then I was once again disconnected. All I am trying to do is get the refund and cancel the account that they havebeen double charging me with but whenever I get to the end where theyre going to give me a resolution I get disconnected from them.I am trying to cancel the account under the email: *********************** and get my refund of ***** that I was charged since canceling in November. I am keeping the account under *********************

  Business Response

  Date: 06/18/2025

  Hello Loren,

  My name is Sara, and I serve as an Escalation Specialist with Hulu Support. I would like to express my sincere appreciation for reaching out regarding the billing discrepancies you encountered. I genuinely regret any inconvenience or frustration this situation may have caused, and I am fully committed to ensuring that your concerns are addressed thoroughly and respectfully.

  Upon review, I identified an additional account that had been incurring a monthly charge of $9.99 in parallel with your current subscription. Records indicate that you contacted us on June 8, 2025, to request the cancellation and refund of this secondary account.

  I can confirm that the cancellation was processed immediately, and a refund in the amount of $39.96 was issued on that same day.
  At this time, I must respectfully inform you that we have reached the limit of all available concession options, and we are unable to take any further action regarding this matter.

  Thank you once again for bringing this issue to our attention and allowing us the opportunity to assist you. If you have any further questions or concerns, please do not hesitate to contact us via phone or live chat at (888) 265-6650.

  Warm regards,
  Sara F.
  Escalation Specialist
  Disney Entertainment • Disney Direct-to-Consumer
  

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to log into HULU account to cancel subscription.

  Business Response

  Date: 06/17/2025

  Hello Anita,

  Thank you for reaching out regarding the issues you experienced while attempting to cancel your Hulu account. My name is Brandon, and I am an Escalation Specialist with Hulu Support. I completely understand how disappointing and frustrating this situation must have been, and I truly appreciate your patience while I took the time to review your concern.
  

  Based on the details provided, I was unable to locate the specific Hulu account you are referring to. While I am unable to make changes or cancel the account directly through this channel, I want to make sure you have the resources needed to resolve this issue on your own. Hulu offers several self-service options that can guide you through the process of regaining access to your account and successfully managing your subscription.
  

  To help you move forward, I have included links to articles from our online Help Center below. These articles provide clear steps for recovering login credentials and canceling your subscription through your account settings. If you continue to experience issues after reviewing these resources, I recommend reaching out to our Viewer Experience team via phone or live chat for further support.
  
  I can’t log into Hulu:
  https://help.hulu.com/article/hulu-cant-login
  
  Cancel your Hulu subscription:
  https://help.hulu.com/article/hulu-cancel-hulu-subscription
  

  We appreciate your feedback as it plays an important role in helping us improve our service. If you have any further questions or concerns, please do not hesitate to contact our Viewer Experience team at (877) 824-4858 or through our 24/7 live chat support. We are here to help.
  

  Warm regards,
  Brandon N.
  Escalation Specialist
  Disney Entertainment • Disney Direct-to-Consumer
  

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered hulu for the free trial. Then I was charged, and they tried to say that the $18.99 was not an option even though it is clearly stated in the bottom TOS of the first hulu sign up document. I was charged immediately. When I tried to get it cancelled at first, they said they would "escalate it". After posting their own tos to the chat I was immediately refunded. This is a scam. Hulu should not try to trick people with their blatant lies. In the hulu3 doc it shows where I was charged.

  Business Response

  Date: 06/15/2025

  Hello Angel,

  
  Thank you for taking the time to reach out regarding our free trials. My name is Jude, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with our free trials and ensuring that I am here to address your concerns thoroughly.
  

  Upon further investigation into your account, I was able to understand why your account was charged. It looks like you signed up for the Hulu (No Ads) plan. I can confirm for you that our No Ads is not eligible for a free trial, which is why you were charged. In the Hulu.pdf file you provided, it does show that $18.99 would be due upon sign-up. You can review more about our free trials on our help site at https://help.hulu.com/article/hulu-free-trials
  

  I am glad to hear that we were able to assist you with a refund, and I would like to thank you for taking the time to reach out to us. I look forward to further correspondence and ensuring we have addressed your concerns.
  We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is (888) 265-6650. Thank you for taking the time to make us aware of this issue and providing us the opportunity to assist. I hope you have an excellent rest of your week.
  

  Thank you,

  Jude H
  Escalation Specialist
  Disney Entertainment • Direct-to-Consumer

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ******* Perk consisting of ******* Hulu and ****. I already had a Hulu (no ad) account for that I was paying monthly at $18.99. I contacted Hulu in Nov. as I was charged incorrectly for $18.99 monthly and not $5.00. I was told that they had rectified the error and they would make sure my charges are refunded and *************** I found out that Hulu has continued to overcharge me for the last 7 mos., an overcharge of $97.93. I called Hulu customer service and asked for a supervisor. This is what I was told:?"This is a know issue". The billing system did not pick up customers that had this bundle and overcharged them. It was a simple fix. ?The overbilling was my responsibility to catch, why did I wait so long to notice I was being overbilled. I was told it was my fault.?I could have 3 mos. refunded (the most they do) for $56.97 and no credit. I explained that amount is short $40.96 that I am owed and was unacceptable. The fault was theirs.?I actually should be charged $9.00 a month, not $5.00, because the upcharge from basic Hulu which is wildly incorrect.? If I accepted the 3 months refund I would not be eligible for another refund this year as that is their payment limit. If Hulu made another billing error I lose all rights to a refund?The supervisor, ****, was completely unprofessional, rude, interrupted me, talked above me and did not let me speak, sighed loudly, laughed, and smirked during the call. When I asked to speak to her superior she said she did not have one. I asked to speak to an Escalation Specialist with Hulu she said that was her job title. She is doing a terrible job if that is what she was trained for. Hulu admits that their billing system is at fault yet their excuse is that the customer should notice it was not correct and alert them (which I did in November and was told it was remedied). This boils down to them stealing your money through their faulty payment systems and not offering full refunds. It is a scam.

  Business Response

  Date: 06/16/2025

  Hello Karen,
  
  
  Thank you for writing regarding the billing issues related to your subscription through Verizon. My name is William, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you may have experienced, and I assure you that I am here to address all of your concerns fully.
  
  I reviewed your Hulu account and the interaction with our Support team. I empathize with wanting to correct any billing discrepancies swiftly and accurately, and we value your feedback. I also regret to hear that the conversation played out with our agent. At Hulu support, we strive to provide the highest level of excellent-quality support at all levels of our customer service department, and unfortunately, we may have missed the mark this time. Your feedback has reached our management team for action.
  
  As for the billing discrepancy with the discount, I have refunded the maximum refund of $75.96 back to your payment method on file, which you should see within seven to ten business days. A confirmation email should reach your inbox for this refund. Your subscription is still active and will be billed at the correct rate going forward, which you can confirm by going to www.hulu.com/account on a supported browser.
  
  I appreciate the opportunity to assist you, and I hope this resolution is satisfactory. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is (888) 265-6650. Thank you for raising your concerns, and I hope you have an excellent rest of your week
  
  
  
  Warm regards,
  
  William C.
  Escalation Specialist
  Disney Entertainment • Disney Direct-to-Consumer
  

• Initial Complaint

  Date:05/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had no choice but to file a complaint with the BBB because HULU's chat will not let me speak to a live agent! I need to be logged in!! and I can't log in because I don't know my password....TWICE I asked to receive a reset password link and nothing ever came to my inbox. OR spam box. So I try to contact HULU live chat and you can't speak to someone unless you are logged in! MAKES NO SENSE HULU!!! At this point, I should not even bother signing back up for HULU!

  Business Response

  Date: 06/05/2025

  Hi ****,
  
  Thank you for taking the time to reach out regarding issues with logging into your account. My name is ****, and I am an Escalation Specialist at Hulu. I want to begin by apologizing for any frustration experienced and reassuring you that I am here to fully address and resolve your concerns.
  
  While the chat function may not be available if there are issues logging into the account, the good news is that we also have a customer service phone number that our team can be reached at 24 hours a day, 7 days a week. At your earliest convenience, we would be happy to assist you via phone. The number to reach our customer service team is ****************. We would be happy to assist with any issues you may have, including the issues regarding your password. 
  
  I hope you find this information helpful. Thank you for allowing me the additional opportunity to address the concerns you have brought to our attention fully. We are happy to assist with any additional questions or concerns that may arise.
  
  Best, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From January 2024 to February 2025, I was charged twice each month for Huluonce through Apple Pay for standalone Hulu at $17.99, and once through my bank debit card for the Hulu/Disney+ bundle at $18.99.Both charges were tied to the same Hulu account, yet ********************** failed to detect or flag the duplication. I paid over $290 in duplicate charges during this period.After contacting support, Hulu acknowledged the issue but only refunded $68, which doesnt reflect the full overpayment. I canceled the bundle in February 2025 once I realized the error, but this should have been caught much earlier by their billing ********* requesting a full refund of the remaining amount, as this was not a user error but a system oversight.

  Business Response

  Date: 06/04/2025

  Hello ********,

  Thank you for reaching out about the billing on your account. My name is ****, and I am an Escalation Specialist with Hulu support. I apologize for any frustration you may have experienced with your billing, and I am here to address your concerns.

  Upon reviewing your account, I found that you were not being double-billed. Instead, your account was set up for split billing. This means you paid part of the Bundle to ******* and part to Hulu. You subscribed to the *******, Hulu, and ESPN+ Bundle Premium, which costs a total of $26.99 per month. Specifically, you were charged $9.99 for Hulu and $17.00 for *******, totaling $26.99.

  I understand that the split billing may not have been clearly communicated, and I apologize for any confusion that may have caused. Please be assured that you have been billed correctly during your subscription.

  Thank you for reaching out. I hope we have been able to thoroughly address your concerns regarding the billing on your account. I look forward to further correspondence if there are any additional questions. Our priority is to ensure we fully address your concerns. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. I hope you have an excellent rest of your week.

  Thank you,
  **** *.
  Escalation ********************************** Direct-to-Consumer