ComplaintsforHulu

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hulu refuses to delete my account. I reached out and spoke with ************** who refuse to transfer me to a supervisor after I explained that the previous agent refused to help. I'd like to know why Hulu refuses to delete my account and/ or let me speak with a supervisor about the issue.

  Business response

  04/26/2024

  Hello ****,
  
  Thank you for taking the time to reach out to us regarding deleting your account. My name is ****, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have experienced with account deletion, and I assure you that I am here to address all of your concerns.
  
  I located your subscription and the interactions with our Support staff with the information provided. 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 to set the correct expectations. This verification process ensures we speak accurately to your account and related issues while protecting your data. Your feedback has been shared with the agents immediate managers.
  
  In order to fully delete your account from the ********************** system, you will need to put in a request in your account settings on the Hulu website. To do this, navigate to www.hulu.com/account and log in to your account. Then, scroll down to the bottom, and on the right side, under Privacy and Settings, you will click on Your US State Privacy Rights. Click on the Start Deletion link next to the Right to Delete section, then follow the instructions. To find more information regarding account deletion, please see the following link:
  
  ***************************************************************************
  
  I thank you for the opportunity to provide information on the deletion 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

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Hulu gift card on 4-17-2024. Signed in with payment from gift card, totaling the $7.99 packet. Hulu movies only. Forgot password. Website indicated to sign in reset and required email info. I forward email information but never received new password to get into Hulu. Spent several hours trying to reset. Support service was no help, kept requesting credit card info in order to get a new password cost:$1.00... Why should I have to pay an additional dollar along with credit card info because I forgot my password. In closing, I paid for the packet and have not been able to obtain Hulu movies for viewing.

  Business response

  04/25/2024

  Hello Topsy,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for contacting us regarding the difficulties you are experiencing when trying to log into your Hulu account. I apologize for any frustration the situation may have caused, and I want to help address your concerns.

  First and foremost, I apologize for any frustrations you may have experienced in your attempts to address the matter with our support team. 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 manager for action.

  Based on the information that has been provided, I was not able to locate an active account. To address this issue and get you logged back in and streaming, I will need some additional information to locate this account.  I will be sending an email to you with the subject title Follow-Up: BBB Case ******** with details regarding the information that we would need to track this account down. Your patience and understanding are greatly appreciated. 

  I hope that I have addressed all of your concerns here today. You can contact our support via chat or phone anytime if you have any other questions or concerns regarding Hulu matters. Our support number is **************. We are always here to help. I look forward to your reply. 

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

  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have asked to have alcohol commercials removed from my context. Alcohol is advertised in every single commercial break. Please remove these. You are advertising a drug.

  Business response

  04/26/2024

  Hello ******,
  
  Thank you for taking the time to reach out to us about your feedback regarding seeing ads containing alcohol. My name is ****, and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you *** have experienced, and I assure you that I am here to address all of your billing concerns.
  
  Ads are shown according to the content currently being viewed and what has been viewed previously. In other words, if someone is viewing content with an adult rating, they are more likely to be shown ads for adults. If the ads continue or you wish to not see any ads, we do offer the option to switch to our No-Ads subscription, which will remove all ads from the on-demand content in our streaming library. If you are interested in making this change, please navigate to www.hulu.com/account, log into your account, and manage the subscription. Please note that if there are any promotions on the current subscription, this upgrade will forfeit the remainder of that promotion. 
  
  Thank you for allowing me the opportunity to address the concerns you have brought to our attention fully. 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

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account email is *************************************** I am a paying, premium subscriber. You morons and your moron site keeps disconnecting me every 10 minutes...and then forcing me to verify a code by email every 10 minutes when I try to log back in. If you scumbags don't knock it off immediately, and let me use the product I purchased, you're going to be giving me a full refund for the entire year...or you're going to be hearing from the US Federal Consumer Protection Agencies.....because you absolute morons, in the year 2024, are also still incapable of having an online customer chat option that works. You people can't even figure out how to do that. Or anything else. QUIT ********** ME WITH THIS DISCONNECT, EMAIL VERIFICATION CODE, REPEAT EVERY 10 MINUTES NON-STOP BS OR REFUND MY ANNUAL SUBSCRIPTION IMMEDIATELY. IF YOU MORONS ARE TOO STUPID TO FIGURE OUT HOW TO RUN A BASIC WEBSITE, REFUND MY ANNUAL SUBSCRIPTION IMMEDIATELY. IF YOU MORONS ARE TOO STUPID TO FIGURE OUT HOW TO HAVE A WORKING ONLINE CUSTOMER CHAT SERVICE, REFUND MY ANNUAL SUBSCRIPTION IMMEDIATELY.

  Business response

  04/23/2024

  Hi ****, 
  
  Thank you for writing to us regarding this logout and verification code issue. 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.
  
  We take the security of our viewers accounts very seriously and always strive to ensure that they are secure. We have received other reports where viewers are being logged out and asked to verify a code by email often. While I do not have a timeline for a resolution for you currently, this is something that our team is aware of and is currently working diligently to resolve. We understand how frustrating this must be. That said, we ask that you attempt to update your password to a new password that has not yet been utilized with any ****** companies as this has helped some of our other viewers resolve the issue.  Lastly, I have provided a 1-month credit to your account for the inconvenience. 
  
  Again, thank you for reaching out. 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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In light of the refusal by the company to process a refund for the subscriptions unused since September 5th due to my incarceration, subsequent homelessness, and current participation in a rehabilitation program, I am compelled to emphasize the necessity and fairness of my request. The companys stance not only overlooks the significant personal upheavals that have made it impossible for me to access and benefit from these services but also disregards the basic principles of customer service and empathy during exceptional circumstances.My inability to access these services was not a matter of choice but a consequence of a series of unfortunate and unforeseen events. The period of incarceration immediately removed any possibility of using the subscriptions, a situation that was compounded by my homelessness upon release. Now, as I focus on my recovery in a rehabilitation program, my circumstances continue to prevent me from accessing the subscriptions. This continuous lack of access clearly demonstrates that I have not been able to use the services I paid for, through no fault of my own.Given these circumstances, the refusal to refund the unused portion of my subscriptions seems to contradict the values of understanding and customer support that are essential to reputable business practices. The inability to recognize the impact of such life-changing events and provide accommodations, such as refunds or even credit for future use, raises concerns about the company's commitment to customer satisfaction and ethical business operations.In light of these considerations, I urge the company to reassess my refund request. Granting this refund would not only address the unjust situation of paying for services that could not possibly be used but also demonstrate the company's commitment to fairness, compassion, and the well-being of its customers. It is in situations such as these that a company can truly demonstrate its values & stand out for its customer service excellence.

  Business response

  04/23/2024

  Hello ******,

  Thank you for reaching out regarding the issues you experienced when being charged continuously. My name is *******, and I am an Escalation Specialist with Hulu support. I want to apologize for any frustration this experience may have caused and assure you that I am here to address your concerns.
  

  Using the information you provided, I was unable to locate the account charging you. Therefore, we need to collect some additional information to locate the charges. I will send you a separate email with the subject line "Hulu Support Follow-UpBBB ********" so that we can securely collect this information.
  

  Thank you for your patience and understanding. We appreciate you bringing this issue to our attention and allowing us to assist you. If there is anything else we can help with, please do not hesitate to contact our Viewer Experience Team at ****************. We are available 24/7 and are committed to resolving any further issues you may have.
  

  Warm Regards,
  ******************
  Escalation ************ ****** Entertainment

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hulu has fraudulently charged me $7.99 since Nov of 2022. When I called the rep asked for my debit card info and said it has only been 4 months. I felt he wasnt being honest so I put the 7.99 in my mobile app and seen 32 repeat charges. I then requested a supervisor who confirmed it has never been activated and confirmed its been going on since 11/2022. They are only willing to refund 4 months. I dont even have Hulu on my TV.

  Business response

  04/18/2024

  Hi *****,
  
  Thank you for taking the time to reach out to us about the unexpected Hulu charges you received. My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely apologize for any frustration you have experienced.
  
  After conducting some research, I found the account you were charged for and your interaction with our support team. I'm glad to hear that our agent was able to cancel your subscription and provide you with four months of refunds totaling $31.96. At this point, we have reached our system *** for refunds. We understand how unsettling it can be to discover charges you were unaware of, and we appreciate you bringing this matter to our attention.
  
  I suggest contacting your bank to initiate the chargeback process for the remaining charges you wish to dispute. Through this process, your bank can request refunds for those specific charges. While we can't guarantee any action from your bank, we fully comply with any secure refund requests made by banks.
  
  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 to us and providing the opportunity for us to assist. I hope you have a wonderful rest of your week.
  
  Thank you,
  ************
  Escalation ************ ****** Entertainment
  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have deleted all of my profiles, and user information from **********************'s sites but I still continue to be charged at $8.63 a month.

  Business response

  04/23/2024

  Hello *****,

  Thank you for reaching out regarding the issues you experienced when being unexpectedly charged. My name is *******, and I am an Escalation Specialist with Hulu support. I want to apologize for any frustration this experience may have caused and assure you that I am here to address your concerns.
  

  Using the information you provided, I was unable to locate the account charging you. Therefore, we need to collect some additional information to locate the charges. I will send you a separate email with the subject line "Hulu Support Follow-UpBBB ********" so that we can securely collect this information.
  

  Thank you for your patience and understanding. We appreciate you bringing this issue to our attention and allowing us to assist you. If there is anything else we can help with, please do not hesitate to contact our Viewer Experience Team at ****************. We are available 24/7 and are committed to resolving any further issues you may have.

  Warm Regards,
  ******************
  Escalation ************ ****** Entertainment

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hulu stole money for me they charge my bank account twice in the same day they refunded the first amount they're telling me they don't see the second amount and that I can just go to my bank and file a complaint against that amount so you guys have $31 of my money and you're telling me I'm not getting it back

  Business response

  04/19/2024

  Hi ****, 
  
  Thank you for writing to us regarding this billing issue. 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 reviewing our system, I can confirm that we are only able to see one charge of $15.96, which was refunded on 4-7-24. I can also confirm that we have provided the maximum amount of refunds for this issue, as we only see one successful charge in our payment processor. To possibly obtain any further refunds, I strongly encourage you to reach out to your banking institution to dispute the charges in the form of chargebacks. This procedure would be at the sole discretion of your financial institution; however, should your bank submit disputes for these charges, Hulu will comply in full with such bank requests.
  
  I thank you for the opportunity to rectify this 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
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hulu claims it has certain movies or tv shows but when I try to watch them they are apart of a different subscription and streaming platform completely. This is most definitely false advertisement. I would have to pay 2x or even more of what I pay for my Hulu subscription now to watch things on other platforms that are being advertised as being on Hulu. This is ridiculous and needs to be fixed. The pricing is also ludicrous considering the companies job is almost completely done after they upload the content to their platform. Generally, they have many things that need to be fixed that are absolutely enraging because things I want to watch are being advertised as being on Hulu but are not unless you pay $20-$80 more to get the service, sometimes STILL WITH ADS. This app and company *****.

  Business response

  04/17/2024

  Hello *****,
  
  
  Thank you for writing in with feedback about our content availability on our service. 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 never intend to cause confusion or frustration with the programs available on our plans and add-ons, and we value your feedback on this topic. While we aim to provide the widest range of programs for our subscribers, the availability of any particular show is never guaranteed. Subscribers may observe content requiring an add-on or the ******* offering to set the correct expectations. Fortunately, you may change your Hulu subscription plan at any time. Our *********** houses information relevant to the different plan options should you find it useful: 
  
  ****************************************************************************************************
  
  You are encouraged to contact Hulu Support if further questions arise relating to a particular show or movie; we would be happy to investigate.
  
  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 taking the time to raise your concerns with us, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******************
  Escalation ************ ****** Entertainment
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled all online subscribers in May 2023, and Hulu kept charging my card. I confirmed that we had not used the service since May 2023, but they only refunded it for four months. I still owed for eight months that I did not use the service and that the account was not canceled as requested the monthly change was $19.70 X 8 is $157.60.

  Business response

  04/16/2024

  Hi *******,
  
  Thank you for taking the time to reach out to us about the unexpected Hulu charges you received. My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely apologize for any frustration you have experienced.
  
  After conducting some research, I found the account you were charged for and your interaction with our support team. I can confirm the account was never successfully canceled, so you continued to be charged. I'm glad to hear that our agent was able to cancel your subscription and provide you with four months of refunds totaling $78.80. At this point, we have reached our system *** for refunds. We understand how unsettling it can be to discover charges you were unaware of, and we appreciate you bringing this matter to our attention.
  
  I suggest contacting your bank to initiate the chargeback process for the remaining charges you wish to dispute. Through this process, your bank can request refunds for those specific charges. While we can't guarantee any action from your bank, we fully comply with any secure refund requests made by banks.
  
  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 to us and providing the opportunity for us to assist. I hope you have a wonderful rest of your week.
  
  Regards, 
  ************
  Escalation ************ ****** Entertainment
  
  

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