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:08/31/2025

  Type:Product 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.

  On 8/31/2025 I ordered and bundle set for hulu/******/*** i seen they took money out of my account immediately but when I tried to login to hulu said I needed to subscribe and pay again tried customer support but got zero help said they couldn't fix problem because it was security issue so and refused to refund my money

  Business Response

  Date: 09/23/2025

  Hello,
  
  
  Thank you for reaching out regarding the difficulties you experienced with your bundle subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how disappointing it must have been to be charged right away and then run into trouble accessing the service. I know how important it is for everything to work seamlessly, and I truly appreciate your patience while I reviewed your concern in detail.

  
  After reviewing your account, I can confirm that you were unable to activate the Hulu bundle due to an ongoing issue on our end. This is certainly not the experience we want for our viewers, and I am very sorry for the frustration it caused. On August 31, 2025, we issued a full refund of $29.99 to your original method of payment and ensured the account was closed so you would not be charged again for a service you could not use. I am glad we were able to resolve the billing and account closure promptly to minimize the inconvenience you experienced. If you decide to try again in the future, you may find it helpful to activate the bundle directly through Max or through Hulu instead of ******** as that may help avoid the same issue.
  
  Please know that we are actively working to improve the overall viewer experience by strengthening our systems and addressing issues such as the one you encountered. Feedback such as yours is extremely valuable, as it highlights areas where we can improve and helps us deliver a more reliable and enjoyable service for all of our subscribers.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our Viewer Experience team at ************** or through our 24/7 chat support. We are here to help.
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 09/23/2025

   
  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:08/27/2025

  Type:Sales and Advertising 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.

  On Aug 3, 2025 I cancelled my Hulu account on their website due to moving and disconnecting my service. I found Hulu charged my credit card for another month after I cancelled my account. I contacted them on Aug 27 and spoke to an agent that advised they didn't receive the cancellation which was directly on their website and I received an email stating my account was cancelled. The agent advised my account would be cancelled on Sep 2. I told her I had cancelled and did not have the service after Aug 3. I ask to speak to a supervisor and was put on hold for about 10 minutes. The original agent came back to me and said my account would be cancelled, even tho I had already done so and my credit card would be refunded. I also disputed this charge with my credit card company.

  Business Response

  Date: 09/18/2025

  Hello *****,
  

  Thank you for reaching out regarding the issues you have experienced. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how upsetting it can be to cancel your account and still see an unexpected charge afterward. Situations like this can be both confusing and frustrating, and I truly appreciate your patience while I review your concern in detail.
  

  I understand how important it is for cancellations and billing adjustments to be handled smoothly, especially when you have already taken the time to cancel your account. After reviewing your account, I can confirm that you successfully canceled your Hulu subscription. On our end, the account was initially placed in a pending cancellation status following the August 2, 2025, charge. During your interaction with our support team, we ensured the cancellation was completed right away so there would be no further billing concerns. Additionally, we processed a refund of $82.99 for the August 2 charge, which has been issued back to your original method of payment on file.
  

  We truly value your feedback, as it helps us improve both our service and training. If you have any further questions or need additional assistance, please do not hesitate to contact our Viewer Experience team at ************** or via our 24/7 chat support. We are here to help.
  

  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  
  

• Initial Complaint

  Date:08/26/2025

  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.

  Hulu and ****** ran a black Friday promotion to new AND returning custumers. But unfortunately they must have regretted this decision and ended the promotion without warning causing everyone's monthly bill to go back to full price. After this discovery I contacted Hulu who have done nothing but use avoidance tactics to get out of upholding the promotion or issuing refunds. The agents are only willing to process half of what they owe but keep leaving the chat before processing any refunds

  Business Response

  Date: 09/05/2025

  Hello ****,

  Thank you for writing about the trouble cancelling your Hulu subscription. My name is ********, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustrations you experienced, and I assure you that I am here to address your concerns.

  After reviewing the recent interactions you had with us, I would like to confirm that feedback has been sent to the agent's direct managers for coaching and appropriate action. We take the delivery of excellent customer service very seriously here, and what you experienced is the ***** opposite of what we strive to provide on every interaction. We appreciate your feedback, as it enables us to improve every interaction continually.

  We launched our Black Friday promotion last year; however, it was only available to new and eligible returning subscribers of Hulu and ******** After looking into your account, it appears that the promotion criteria were not met, which is why you have been charged the full amount throughout the months.

  As a courtesy, we have provided a three-month refund of $36.27 to your account, which should be reflected on your credit card within 7-10 business days. You will receive an email regarding a refund is on its way. The subscription remains active and is unaffected by the refund.

  I appreciate the opportunity to assist you, and I hope this information is helpful. 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 ****************************************** Direct-to-Consumer
  

  
  

• Initial Complaint

  Date:08/25/2025

  Type:Sales and Advertising 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.

  The Hulu cancel button does not work, so I had to wait until I had time to call and cancel, that took almost 30 days, since you made it very hard to cancel the subscription, I could not cancel when I wanted to. The button still Does Not work.

  Business Response

  Date: 09/17/2025

  Hello ******,
  
  
  Thank you for writing about the cancellation request for your Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you may have experienced and assure you that I am here to address all of your concerns fully.
  
  I have reviewed the subscription and the conversations with our support agents. I apologize for any frustrations you may have experienced in your attempts to cancel. I confirmed the first conversation ended with the decision to change the plan instead of canceling, which is why the subscription remained active. It is intended for the account page to allow you to change your plan as you wish. Our teams will investigate reports of the cancelation button not functioning as designed. To cover all bases, I also recommend that you clear your devices cache and cookies for future situations where a webpage is not behaving properly. For your convenience, I have included a *********** article with the steps on clearing the cache for various devices:
  
  **********************************************************************************
  
  I confirmed your Hulu subscription is scheduled to cancel on September 20th, 2025. You can always manage your account at ******************************************************************** on a supported browser.
  
  I hope this response is helpful. 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 again for your time, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:08/24/2025

  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.

  I am a paying Hulu subscriber over 2 years and have repeatedly experienced a technical issue that makes the service nearly unusable. Each time I watch a show or movie, Hulu automatically forces Spanish subtitles, even though I have clearly set my profile and playback settings to English. This is not a one-time error it happens every single time I use the service.The result is that I have to stop playback, navigate back into settings, and manually switch to English. This interrupts viewing and makes Hulu frustrating and unreliable. Other streaming platforms I use (such as ******** Max, or Prime Video) remember my language settings without issue. Hulu is the only service where this problem continues.I have attempted to resolve the issue through Hulus support channels, but it has not been fixed. I am requesting that Hulu correct this technical failure immediately or provide a credit/refund for the service until it functions as advertised. Customers should not have to repeatedly reset language preferences every time they watch content.This is a basic functionality issue and reflects poor product support for paying subscribers.

  Business Response

  Date: 09/18/2025

  Hello *****,
  

  Thank you for reaching out regarding the issues you have experienced. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating it can be to have to adjust your language and subtitle preferences repeatedly, and I truly appreciate your patience while I reviewed your concern in detail.
  

  Since we were unable to locate a Hulu account under the information provided, I first recommend walking through the general troubleshooting steps outlined in our ************ These steps are designed to cover the most common causes of playback and settings-related issues, and can often resolve problems such as language or subtitle preferences not saving correctly. Taking a few minutes to go through these recommendations is a great first step toward making sure everything is working as expected:
  

  **********************************************************************************************
  

  If the problem continues after trying these steps, we would be glad to investigate further. To do so, we will need a bit more information to securely locate your account, which you can provide through one of our support channels.
  

  We truly value your feedback, as it helps us improve both our service and training. If you have any further questions or need additional assistance, please do not hesitate to contact our Viewer Experience team at ************** or via our 24/7 chat support. We are here to help.
  

  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  
  

• Initial Complaint

  Date:08/24/2025

  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.

  Every time I try to sign in it tells me my password doesn't work. When I try to reset the password it just runs me around in the same circle over and over again with no resolution. It hasn't worked in over a month because I'm unable to access into it yet they continue to charge me a monthly fee. I want the phone number of a live person that's going to get this resolved and credit for at least a month due to lack of access.

  Business Response

  Date: 08/31/2025

  Hello ******,

  Thank you for writing about being unable to log in and update your password. My name is ********, and I am an Escalation Specialist with Hulu Support. I would like to apologize for any frustrations you may have experienced, and I assure you that I am here to address your concerns.

  Viewers should be able to reset their passwords smoothly. We sincerely apologize for the continued inconvenience and appreciate your patience. We recommend some general troubleshooting steps to help resolve this issue. On the device you are using to reset your password, clearing your browser cache and trying it in another browser can help: *************************************************************************************. We can also recommend resetting your password by visiting ********************** > click Log In > enter your email address > select Continue > click on Having trouble logging in? Send a one-time code. 
  We have provided a one-month service credit to your account for the trouble, which will cover your upcoming charge for September 17, 2025. You will receive an email confirming that a credit has been issued to your account. 

  I appreciate the opportunity to assist you, and I hope this information is helpful. 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 ****************************************** Direct-to-Consumer
  

  
  

• Initial Complaint

  Date:08/24/2025

  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 used a gift card in amount of $100 at the end of June, my next bill was supposed to be $96.98 on July 23rd. I wasn't billed on that day since my gift card covers it, but there is also leftover in amount of $3.02 which should be applied to the amount I was supposed to be charged on August 23, but I was still charged the full amount. I don't really care about that amount, but that is ongoing issue with Hulu, I tried to contact them multiple times, was promised to get all accounting sent to me with explanation but never got any answer. Seems like it is a very shady business by large company and if that complain won't help, I will contact consumer protection agencies.

  Business Response

  Date: 09/16/2025

  Hello Maksim,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the gift card concerns. 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.
  
  Upon locating and reviewing your account, I see the gift card redemption in question, and I would be happy to explain the billing process for Hulu gift card redemptions. When a Hulu gift card is applied to your subscription, the amount on the gift card covers X number of days for the current plan on the account. Additionally, our system bills for service in advance whenever a normal monthly billing charge occurs. There was a charge to the card on file on June 22, 2025, so when you applied the gift card to the account, the gift credit covered from July 23, 2025, through August 23, 2025. The remaining gift card balance isnt applied towards your next bill; instead, it will give you an additional day of service as the cost of your plan converts to $3.23 a day.
  
  I hope you find this information helpful, and I appreciate the opportunity to assist you. We would be happy to assist 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 taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:08/19/2025

  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.

  Too many commercials between a show. Seems like they interrupt every 3 minutes of a show. Annoying to say the least.

  Business Response

  Date: 09/03/2025

  Hi ********, 
  Thank you for taking the time to reach out regarding the frequency of ads you are experiencing while streaming. My name is *****, and I am an Escalation Specialist here 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.
  Thank you for your feedback on the ads and the frequency at which they play. While I could not locate a subscription with the email address tied to the BBB case, I am happy to help answer as many questions I can. If you are subscribed to one of our ad-supported plans, there will be multiple ads shown during the show or movie you are streaming. For your convenience, I have included a link to our *********** with relevant article(s) that may prove useful in this context:
  *******************************
  ****************************************************************************************************
  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 may arise. You can always reach out by phone at ****************.  
  Best, 
  ***** A
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:08/19/2025

  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 cancelled my subscription with Hulu through their website and they continued billing my card. I contacted them by phone, twice and cancelled. They continue to try and bill my card. In July, I contacted my card to suspend any activity from them. They tried to bill me twice today. How can I make this stop?

  Business Response

  Date: 09/11/2025

  Hello *******,

  
  Thank you for reaching out regarding the concerns you experienced with your Hulu subscription and billing. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating and discouraging it must feel to continue seeing billing attempts after taking steps to cancel, and I appreciate your patience while I review your concern in detail.

  In order to investigate this matter further, we will need to collect additional information specific to your account. To ensure your account is properly reviewed and the billing issue is resolved, I encourage you to reach out directly to our Viewer Experience team, who are available 24/7 by phone at ************** or via our live chat at *******************************. Regrettably, I am unable to locate an account with the information provided in the BBB case, and am unable to reach out via email for the same reason.

  We truly value your feedback, and I regret the frustration this experience has caused. Our team will be happy to work with you directly to ensure your subscription status is accurate and that no unwanted billing continues.

  
  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:08/18/2025

  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.

  We signed up with Hulu for a 3-month intro period, beginning 7/2/2025 at a rate of $4.99 per month. Our account is tied to email ****************** and is paid with ****** W ***** Jr.s **************** credit card ending in 2012. We paid Hulu $4.99 on 7/2 and 8/2/2025. Our Hulu profile reflects the $4.99 per month charge and plan expiration date of 10/2/2025.We were then billed by Hulu for $0.99 on 8/6/2025 and $29.99 on 8/7/2025. Both charges were made to ****** ***** on **************** account # ending ****** account which was closed for fraud in 2024. I did not request, nor did I authorize, any new services or contract extensions with Hulu. When I saw these two charges on our **************** bill, I called Hulu on 8/11/2025 to get the charges removed. I spent 24 minutes on the phone with them. I was told they would remove the $0.99 charge [they have not removed it] and that they could not find a charge or account for $29.99 under any of four different possible email addresses I provided. They opened Case #********* to further investigate the charge. To date, Hulu has not gotten back to me with any additional information, explanation or action.I ask that the $0.99 and $29.99 charges be refunded by Hulu.

  Business Response

  Date: 09/11/2025

  Hello ******,
  
  
  Thank you for reaching out regarding the unexpected charges you noticed on your **************** account. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how concerning and frustrating it must have been to see charges you did not recognize, and I truly appreciate your patience while I reviewed your concern in detail.
  
  
  In order to fully assist you, I will need to collect some additional information to provide you with accurate details regarding the cost of your plan and the taxes being applied to it. I will send you an email with the subject "Hulu Support BBB Follow Up - BBB ********". I look forward to working with you further.
  
  
  I appreciate you taking the time to express your concerns and provide us with this opportunity to address the situation. If there is anything further I can assist you with, please feel free to reach our Viewer Experience Team at ****************. We are available 24/7 and look forward to working with you.
  
  
  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer