ComplaintsforHulu

• Initial Complaint

  03/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged by Hulu for a subscription that is already paid for by ******** This has been an ongoing issue since 7/12/2021. Hulu would charge me ***** dollars a month. in addition to the bundle being paid through ******* both of these plans are for no ads. On 3/29/2024 Hulu attempted to cancel the standalone account being charged in the process reverting my account to a bundle with ads. In their attempt to correct this i was charged again for new hulu plan ***** (which they immediately refunded). but brought us back to the same issue. where i now have 2 plans that are charging seperately under the same account (which they state is not possible) but the screenshots attached show is possible. I am looking to get as much of these months that have been charged erroneously since 2021 refunded. since Hulu was paid by ***** me and ******* for the same account.

  Business response

  04/09/2024

  Hi *******,
  
  Thank you for taking the time to reach out to us regarding being charged for Hulu while on the ******* bundle. My name is ****, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you *** have experienced, and I assure you that I am here to address all of your concerns.
  
  With the information provided, I was unable to locate the account that has been charging you. In order to investigate the matter further, I will be sending you an email titled Hulu Support Follow-Up: BBB Case #********. Once the necessary information is acquired, I would be happy to assist further.
  
  I look forward to your response and ensuring that we fully address the concerns you have brought to our attention. We are happy to assist with any additional questions or concerns that *** arise. You can always reach out by phone at ****************. 
  
  Best, 
  ************
  Escalation ************ ****** Entertainment
  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hulu is continuing to auto charge for a platform it cant provide. At first they said it was a ******* error but its happening on all of my TVs and they have no solution. *** opened numerous tickets and each time they apologize and explain that theyre working on it but currently have no resolution- yet they keep charging. Hows possible to charge for a service you cant provide. Please ask this multi billion dollar company to either resolve the network issues or refund customers thank you

  Business response

  04/09/2024

  Hello ****,
  
  
  Thank you for writing about your Hulu subscription and the related streaming issues. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you *** have experienced, and I assure you that I am here to address all of your concerns fully.
  
  I completely understand where you are coming from, and I regret to hear the issues are so intrusive. Using the information provided, I reviewed your Hulu subscription in full. While I could not immediately identify any outlying factors that *** contribute to the reported behaviors, I am happy to offer help. To set the right expectations, Any technical issue persisting after troubleshooting requires additional investigation from our teams for full clarification, which is ongoing. I advise continuing to complete all troubleshooting steps during any periods of unintended app and streaming behaviors if possible, even if you completed them in the past. You can find the troubleshooting steps I recommend in this Hulu *********** article:
  
  *********************************************************************************
  
  I also recommend a speed test to ensure the speeds you pay for reach your devices consistently, as speeds can vary for various reasons.
  
  I hope this resolution is helpful, and I appreciate the opportunity to assist you. 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 **************. Thank you again for bringing this matter to our attention, and I hope you have an excellent rest of your week.
  
  
  
  Warm regards,
  
  ******************
  Escalation ************ ****** Entertainment
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DUPLICATE BILLING ON MY CREDIT CARD AND THEY WON'T RESOLVE IT.

  Business response

  04/05/2024

  Hello *****,
  
  Thank you for taking the time to reach out to us regarding the ******* charges to your Hulu account. My name is **** and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  I thoroughly reviewed your account and understand your concern regarding the unexpected charges. I have confirmed that two different accounts with different emails were created, resulting in the double billing issue.
  
  I'm pleased to inform you that the bank has processed a chargeback for one of the accounts in the amount of $81.99 for the charge on 3/24. Additionally, as a one-time courtesy, according to our refund policy, I have refunded an extra four months' worth of charges on the same account. These refunds cover the last four charges of $81.99 on 2/24, 1/24, 12/24, and 10/26, totaling $327.96. Depending on your financial institution, you can expect this amount to be credited back to the card that was charged within 3-5 business days.
  
  I hope that providing an explanation and the additional refunds has addressed your concern. 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 **************. Thank you for taking the time to reach out and providing the opportunity to us to assist, and I hope you have an excellent rest of your week.
  
  Thank you,
  ******************
  Escalation ************ ****** Entertainment
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a Hulu subscriber and want to cancel. HOWEVER, all links on their website linking to customer service or billing DON'T WORK!! I get the following errors:Invalid URL The requested URL "[no URL]", is invalid.Reference #9.37017c68.1711508809.1b8b6bb8

  Business response

  04/08/2024

  Hello ****,
  
  
  Thank you for writing about your Hulu subscription and the desire to cancel. My name is *******, 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.
  
  I located your Hulu subscription with the provided information within the BBB case description. I understand you faced difficulties canceling the account. I canceled the Hulu account on your behalf, ceasing all billing. Should you decide to return as a subscriber, you may reactivate your Hulu account from the account page at www.hulu.com/account. For future reference, our *********** houses steps on how to cancel an account, including links to the referenced web pages: 
  ****************************************************************************************************;
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. 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 **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  
  Warm regards,
  
  ******************
  Escalation ************ ****** Entertainment
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never had an issue with Hulu until today when I requested a refund of $99.72 from the first agent (****************) was arguing with me nonstop and refusing to acknowledge my request never told me that she was going to disconnect her side of the chat and give me a new agent because that was incredibly unprofessional. The subscription I had was canceled today 03/25/2024 and I keep telling their agents that the amount requested was charged March 3rd but they keep arguing with me.

  Business response

  04/07/2024

  Hello ****,
  
  
  Thank you for writing about the unwanted Hulu charges. My name is *******, 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.
  
  I located your Hulu subscription and the conversations with our staff with the provided information. I understand the Hulu subscription was canceled with no intention of paying further. Our records indicate the subscription was deleted and erased from our systems. Deletion requests also disable any actions to the account and associated billing to set the correct expectations. There is no action Hulu can take to restore the Hulu subscription, and your feedback is appreciated. As for any charges you wish to reverse, I recommend contacting your bank to dispute the transaction. As part of this process, they may request refunds against those charges in the form of chargebacks. Hulu cannot guarantee any action from your bank, but Hulu complies in full with refunds requested securely from banks.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. 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 **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  
  
  Warm regards,
  
  ******************
  Escalation ************ ****** Entertainment
  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had Hulu for over 5 years. Recently, my live tv access has been removed however I am still playing the full price. I have called a month ago. No resolution. I have chatted online with no success. Now I get a message indicating my address has changed (it has not). Today I contact Hulu as I want to watch a live sports event. I logged in to my account, went to the help area, and I chatted with a rep to no avail. Verification is a major issue here. They ask for you to verify info when you are already logged in. They ask for my name, I provided it. They asked for my email address, I provided it. Then they ask for my payment method. Not my dob, address, or any other info that would be able to be used for verification. They ask for payment method/card number. In a time with so much theft, why would I provide that info. I asked for a supervisor given the issue with verification. They say I need to provide a phone number for a call before I can get a supervisor. So I asked for a call to the number on the account. They advised that was impossible. So ultimately I wanted to cancel my account effective immediately. Only to find out, they cant cancel anything unless I give all the info previously mentioned. Security is one thing, but the info being requested here makes it sound unethical given they cannot even access my info to begin with. Ultimately I just want my account cancelled immediately and I want my refund for what I have paid since I have zero access to what I am paying for!!Reference number for the chat: ********

  Business response

  04/08/2024

  Hello *******,
  
  
  Thank you for reaching out about the difficulties with ******** My name is *******, 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 your concerns thoroughly.
  
  We value the security of our viewers and their information, and we require verification from the caller to speak on or take action on an account. This verification process ensures we speak accurately to your account and related issues while protecting your data. I understand an error regarding the location was impacting your viewing experience. Our records indicate the subscription is canceled. Should you decide to renew, our Support staff is ready to assist if any questions remain following verification.
  
  I hope this information is helpful, and I appreciate the opportunity to assist you. 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 **************. Thank you again for bringing this matter to our attention, and I hope you have an excellent rest of your week.
  
  
  
  Warm regards,
  
  ******************
  Escalation ************ ****** Entertainment
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I call to find out why my Hulu is not working and they have to verify my account with my credit card number, totally inappropriate. I will be cancelling my subscription and making sure I blast Hulu on social media.

  Business response

  04/02/2024

  Hi *******,

  Thank you for writing to us regarding our verification process. My name is ****, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have experienced, and I assure you that I am here to address all of your concerns.

  When a customer contacts ********************** customer support, we attempt to verify the account that we are working with. By verifying the account we are protecting the privacy and account of our viewers by making sure that the person we are interacting with is the owner of the account. Verifying the proper information also allows us to take any action on the account if needed. While we understand that this may seem frustrating, our verification process is ultimately to protect all of our viewers. If there are any persisting issues impacting your Hulu subscription or your viewing experience, I would be glad to help as best I can if you can reply with additional details.

  I thank you for the opportunity to explain the importance of our verification process. We would be glad to help with any further issues, questions, ongoing tech problems, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.

  Best, 
  ************
  Escalation ************ ****** Entertainment
  

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have Hulu and ******* for several years. My account is current. ******* working just fine.On 03-18-24 and today, 03-19-24... Hulu app not loading consistently. Also, stays on opening screen when I click on my profile many times in two days.I began a chat. Rep named ************ kept asking my to type in my credit card payment info on chat. I refused.Asked for supervisor. She stalled me about 10 minutes. I took video and screen shots of chat. Called Hulu ************, spoke with Sprv. ****** at 8:55 pm on 03-19-24, got disconnected. No other streaming service, or vendor has ever asked me to verify my account by typing in my credit card info.

  Business response

  03/29/2024

  Hi Vykki 
  
  Thank you for reaching out to us regarding your feedback on the verification process you experienced from Hulu. My name is ****, and I am an Escalation Specialist with Hulu. I want to thank you for the opportunity to assist you in this matter and want to reassure you that I am here to help out.
  
  We take the necessary steps to verify your account using information that only the account creator or cardholder would know. Specifically, we require the last four digits and type of card to verify your account. This information can be accessed on your Hulu account page. Be assured that we prioritize your ability to control and secure your account. Your valuable feedback dramatically influences the future of our service.
  
  That said, we do have many self-service options available. There are troubleshooting steps that have worked for the issue you reported. For your convenience, I located the relevant *********** article. (************************************************************************* and *****************************************************************************)
  
  Thank you again for your time and feedback, and I hope the information provided has addressed your concern. You can also always reach out by phone at ************ or chat by logging into your account. We are happy to assist with any additional questions or concerns that *** arise.
  
  Thank you,
  ******************
  Escalation ************ ****** Entertainment
  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Canceled subscription to Hulu, ESPN, and ****** bundle in February 2024. On March 20, 2024, Hulu has continued to charge for services.

  Business response

  03/25/2024

  Hello ****,
  
  
  Thank you for writing about the unwanted Hulu charges. My name is *******, 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.
  
  I located the Hulu account associated with the ongoing transactions using the provided information. I understand you had no intention of paying for Hulu after the January billing cycle. While no previous cancelation request had been requested previously, I am happy to fulfill your request. I confirmed the accounts canceled status, and issued a refund of $54.42 which should reach you within three to five business days. The account remains canceled, and Hulu charges should no longer appear. For peace of mind, you may confirm the cancelation from the account page at www.hulu.com/account on a supported browser.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. 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 **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  
  Warm regards,
  
  ******************
  Escalation ************ ****** Entertainment
  

  Customer response

  03/25/2024

   
  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

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hulu is incorrectly double charging me for my service.

  Business response

  03/20/2024

  Hi *****, 
  
  Thank you for reaching out about this billing issue. My name is ****, and I am an Escalation Specialist with Hulu. I want to thank you for the opportunity to assist you in this matter, and I want to reassure you that I am here to help fully address this matter.
  
  I have reviewed your account and I can confirm that you are being charged correctly. You are currently subscribed to the ******* bundle directly through ******* for $18.99 a month. This includes *******, Hulu (ad-supported), and ESPN+. At the same time, you have a standalone Hulu subscription that is being billed directly through Hulu for the Ad-Free subscription for $17.99 a month. Since you have an account being charged directly through each service under the same email, the system recognizes this and automatically provides a credit for the ******* bundle for $7.99, which is the amount the Hulu (ad-supported) subscription costs. Instead of being charged $18.99 a month for the ******* subscription, it removes the $7.99 and only charges $11.00. This is how the system automatically prevents our viewers from being double-billed for the same service. 
  
  If you would prefer to have one charge per month, we would suggest canceling the Hulu subscription. Once it is completely canceled, you will be able to activate the Hulu portion of your ******* bundle subscription. The steps to do so can be found at the link provided:
  
  *********************************************************************************
  
  I thank you for the opportunity to provide information regarding this billing situation. We would be glad to help with any further issues, questions, ongoing tech problems, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  Best, 
  ************
  Escalation ************ ****** Entertainment
  
  

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