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:03/04/2025

  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.

  We signed up for an Upgrade to Hulu ******* after being assured they had resolved the technical issues with our previous attempts with Hulu *******. Nothing could be farther than the truth. The ***** broadcast clearly overloaded their ability. The following Monday, I hade to make numerous calls while waiting on hold for far too long. I have never had a problem with the Hulu streaming service in the 4+ years I have been a subscriber. Which brings us to Tuesday 7:30am I went to watch Good Morning Football and it failed over & I upgraded the software version as instructed. I called again at 5pm, thought it was resolved and given a traumatic experience, I emphasized the need for the TV/*** to operate properly. I spent 2+ hours on the phone being lied to and given incorrect information - the 2nd of 3 reps said the problem was with my account. However when I went to my bedroom TV (a much smaller & less quality TV) the full account WAS working properly except for the *** failing to record. I have been a Hulu Customer for 4 years and they used to provide excellent service. Most shocking was the 3 employees complete indifference when I said I would cancel

  Business Response

  Date: 03/24/2025

  Hello *****,
  
  
  Thank you for writing about the streaming trouble you experienced with the *** and The Oscars. 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.
  
  I located your account and reviewed the interactions with our support staff in full with the information provided. I regret to hear how the conversations played out and for the accuracy of the information given to you. 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 reached their direct managers for action.
  
  For transparency, I have matched the behavior with reports from other viewers who mentioned similar difficulties. I empathize with wanting to enjoy your favorite recorded programs on your TV at your convenience.  For additional context, we do not have any workarounds or troubleshooting steps that have permanently resolved the matter and will need more time so that we may do our due diligence.
  
  As a courtesy for the trouble, I have issued a $35.68 refund which you should see which seven to ten business days. A confirmation email should reach your inbox regarding this refund, and your subscription will not be interrupted. Your subscription was fortunately not charged the full amount for ******** I understand you would prefer to see the issues resolved; however, I wanted to provide you with this service credit to do right by you as a customer while we continue our investigation.
  
  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 **************. Thank you again for bringing this matter to our attention, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:03/03/2025

  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.

  Hulu consistently has issues with the service. The Hulu Live function consistently crashes, lags and logs you out. I have been experiencing this for years on and off. The representative most recently blamed the customer myself and then sometimes the blame is the internet service per Hulu when other live platforms work properly. I was most recently hung on by a rude tier 3 resolution specialist named ****** B (maybe) he would not give any other information. He also would not let me speak to his supervisor. This is unacceptable I shouldn't have bad service and bad customer service. ****** should not be working for Hulu and Hulu consistently had issues with the service they provide.

  Business Response

  Date: 03/23/2025

  Hello ****,
  
  Thank you for taking the time to reach out to us about your Hulu experience. My name is ****** and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced, and I assure you that I am here to fully address all of your concerns.
  
  I took some time to review your previous interaction with support regarding your playback issues while attempting to enjoy Hulu. While I can confirm that we can only provide a refund for an account cancellation, we absolutely will always do our due diligence in troubleshooting the issue with you as well. I apologize for the miscommunication, as that should always be our first offer upon reaching support with an issue.
  
  If you haven't already, at your own convenience,  please take a few minutes to run through our general troubleshooting guide. These steps have worked for a broad range of issues, and I hope they will prove helpful for you, as well. We'd really like to get you streaming Hulu at its best.
  
  ****************************************************************************************
  
  I absolutely understand how frustrating it may be to not have the perfect experience, we all want you to enjoy our service as well. Since it is technology however and we are ever-growing to be able to provide you awesome content within an awesome service, sometimes there can be hiccups and we are always willing to look further into isolated issues as they occur.
  
  I hope this experience information has been helpful and I appreciate the opportunity to provide you assistance. 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 **************.
  
  Warm regards,
  ****** *.
  Escalation Specialist
  Disney ********************* Direct-to-Consumer
  
  

• Initial Complaint

  Date:03/03/2025

  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.

  To whom it may concern, I have a complaint regarding Hulu's customer service. The ********************** app had an outage and crashed on Saturday, March 2nd. As a result, I spent over an hour dealing with technical issues, and was unable to log in and stream The Oscars. After waiting on hold for an hour, the customer service representatives refused to issue an appropriate 1 month refund (without cancelling the subscription,) and/or issuing a 1 month credit, or free upgrade. The customer service representative in the escalation department (named ****) admitted that he had the authority to do an 'override' but refused to do so. This is very disappointing. Hulu needs to do better with issuing credits and refunds, in regards to their customer retention policies.

  Business Response

  Date: 03/23/2025

  Hello ******,
  
  Thank you for taking the time to reach out to us about your Hulu experience. My name is ****** and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced, and I assure you that I am here to fully address all of your concerns.
  
  Firstly, I would like to apologize for any inconvenience experienced while streaming the Oscars. We want to ensure that our viewers always receive the greatest viewing experience possible, and it seems we may have missed the **** for this event in particular. This does not match the standards of quality that we strive to provide. 

  While I would not be able to offer you an entire month of service for the outage experienced, I would certainly be able to provide you with 7 days of service added to your current subscription. If this seems like an offer you would like to accept, feel free to respond in short accepting the offer and I will apply the days to your account.
  
  I hope this information has been helpful and I appreciate the opportunity to provide you assistance. Please don't hesitate to reach out if we can be of any further assistance. We are available by phone ***************) or chat 24/7/365 and are always happy to help.
  
  
  Warm regards,
  ****** *.
  Escalation Specialist
  ******************** ****** Direct-to-Consumer

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23013254
  
  I am rejecting this response because: 

  That is the same subpar offer the customer service representative offered over the phone. Did you not read my complaint?

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/08/2025

  Hello ******,
  
  
  Thank you for your response and the additional feedback. The pain points outlined in your reply reflect similar input shared by other viewers. Your experience is of the utmost importance to us, and we are always interested in hearing what our viewers think as we evolve the service to better align with their interests. While we cannot honor the request of a whole month, I would gladly offer the seven-day service credit as a courtesy. Please reply with confirmation that you would like me to apply this concession, as changing the billing date requires your consent.
  
  Please let me know if I can help with anything else in the meantime. I look forward to hearing from you.
  
  
  Warm regards,

  ****** *.
  Escalation ****************************************** Direct-to-Consumer

  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23013254
  
  I am rejecting this response because:

  From a principal standpoint, your  '7 day' compensation offer is disproportionate to the grievance level of my complaint. 

  I you don't have the authority to extend a 1 month credit, then forward the matter to someone above you who does. Otherwise, you will have an unresolved negative BBB complaint.

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/25/2025

  Hi ******,
  
  Thank you for your quick response.
  
  I certainly understand the frustration an outage may bring, especially occurring during an event such as the Oscars. That is why I've offered the 7-day credit at this time for an outage that lasted several hours. I would not be able to offer the 1 month credit as requested, as the outage did not last one entire month, and therefore would not be susceptible to providing credit as such. 
  
  I hope this added information helps. 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 **************.
  
  
  
  
  
  Warm regards,
  ****** *.
  Escalation Specialist
  Disney ********************* Direct-to-Consumer

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23013254
  
  I am rejecting this response for the same reasons listed in my previous 2 rejections 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/06/2025

  Hi ******,
  
  Thank you for responding.
  
  Regrettably, I can only offer the 7-day service credit mentioned in my previous replies. I have noted the impact this has had on your viewing experience. I have no further information to share regarding this matter, and I appreciate your time. Should you decide to accept the offer, you may reply to this case with confirmation so that I may take action on your account.
  
  I am happy to help with any other questions or concerns in the meantime.
  
  
  
  Warm regards,
  ****** *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23013254
  
  I am rejecting this response because:

  This is redundant and you've wasted my time, and yours. ****** my entire subscription and give me my money back for everything I've paid so far, or I will dispute the charges with my credit card company.

  
  
  

  Business Response

  Date: 05/21/2025

  Hi ******,
  
  Thank you for responding.
  
  If you would like to cancel your account, as sad as I would be to see you go, I would absolutely be able to assist you in that regard. However, to be transparent, I would not be able to provide you the requested refunds as the services have been rendered at this time. I could certainly set-up your account to be cancelled before your next charge date, or you may feel free to do so yourself at your earliest convenience at (*******************************************************************;
  
  I am happy to help with any other questions or concerns in the meantime.
  
  
  Warm regards,
  ****** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23013254
  
  I am rejecting this response because:

  For the record, you have not done anything to issue any fair amount of compensation in this matter; which ought to be documented in this complaint, so that it reflects Hulu's poor customer retention policies.

  As to the Better Business Bureau, the correspondence between myself and the Hulu representative has gone back and forth long ********** need to close this complaint as unresolved.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/03/2025

  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 paid for a Hulu subscription on March 2, 2025, to watch the Oscars. Hulu's livestream cut out nationally during the event, which was widely criticized in the press. I would like a refund for the amount I paid to watch the Oscars on Hulu because Hulu was not able to cast the event.

  Business Response

  Date: 03/21/2025

  Hello ********,
  
  
  Thank you for writing about the playback issue observed during The Oscars. My name is *******, and I am an Escalation Specialist with Hulu Support. I apologize for any experienced frustrations with the disruption to streaming, and reassure you that I am here to address your concerns.
  
  On the evening of The Oscars, we noticed a few technical issues that impacted the stream. We acted as swiftly as we could to restore playback as soon as possible. I understand that this affected your viewing experience. We at Hulu strive to provide our viewers with the best experience possible. With that in mind, I have issued a 1-month refund for $9.99 which you should see within seven to ten business days. A confirmation email should also reach your inbox. Your viewership and feedback are greatly appreciated.
  
  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.
  
  
  Best,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/28/2025

  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 changed internet 3 times last year due to pricing and bad ********** a result, HULU does not allow me to change access content. I need it reset since it says you can only switch 4 times in a "year" No Phone call, pls

  Business Response

  Date: 03/19/2025

  Hello Baba,
  
  Thank you for reaching out to us regarding the difficulties you have encountered when setting up your home location. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating this situation must be, and I am here to help guide you through the resolution process.
  
  Unfortunately, we are unable to process the reset of your home location counter without verifying additional information first. To proceed with this request, we kindly ask that you reach out to our Viewer Experience Team directly. From there, we will be able to verify the necessary information and assist you with resetting your home location counter. Please note that changes to your home network can be impacted by factors such as switching internet providers or experiencing connectivity issues.
  
  If you continue to experience any issues or have further questions, our Viewer Experience Team is available 24/7 to assist you. You can reach them at ****************, and they will be happy to help resolve the matter as quickly as possible.
  
  Once again, thank you for your patience and for bringing this to our attention. We look forward to working with you to resolve this issue and ensure you have a smooth Hulu experience.
  
  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:02/25/2025

  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 spoke with Hulu customer service agent who also spoke directly with a T-Mobile agent while on conference call with me on February 25th 2025 it literally was a 2 hr 53 minute call with zero resolution The issue was that I logged out of Hulu using the subscription paid for with T-Mobile and couldnt remember my password , yes I was using the right email and yes it was spelled correctly I was receiving the emails with the six digit codes Heres your one-time passcode for Hulu Use this passcode to verify the email address associated with your MyDisney account. It will expire in 5 minutes.131415 It I want able to receive the emails for resetting my emails password so I decided to call HULU what a mistake it was they couldnt find my account and claimed there was literally NOOO way I could be logging in and disingenuous my Hulu account because they couldnt find it T-Mobile agent did verify that yes my subscription in their end was active gave them all the information needed over the conference call to verify such but Hulu agent couldnt find my account in the systems at all Both myself and T-Mobile suggested maybe glitch within Hulu system nope agent with Hulu insisted its tmobil issues T-Mobile isnt a steaming service theyre a cell carrier So after 2 hrs 30 minutes Hulu couldnt resolve my issues I cannot login becuse I would told no account found no reset password link could be sent I know exactly which email I used To login in and yes my account is active Im being mad honestly Never have experienced such an problem like this and Ive worked in a call center and dealt with issues but seriously Cmon There has to be way to get help that genuinely does something to actually help I would like someone can actually do help I pay ***** a month for add free Which I love but customer service ability to assist the customer with resolution is beyond awful honestly Dont want a refund or cancel I want to login thats it

  Business Response

  Date: 03/06/2025

  Hello ******, 
  
  
  Thank you for taking the time to reach out to us regarding the login issues on your Hulu account. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns.
  
  Using the information you provided, I was not able to locate an active subscription. To find the active Hulu account, I will be sending you a separate email with the subject "Hulu Support Follow-Up - BBB ********" referencing this case. Within this email, I will provide additional information on how to locate the account in question. Once the account information is provided to us, we would be happy to assist you with logging in once and for all. 
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with assistance. 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 make us aware of your concerns, and I look forward to hearing from you.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/22/2025

  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 have Hulu Live and last year the problem started with not being able to get my recordings under My Stuff when I would go to watch. I would watch live instead and eventually I was able to get the recordings. Hulu raised the price even though this was happening. Starting almost 2 weeks ago I rarely can get to my recordings. Yesterday I could not see them the entire day and same with today so far. I called twice today and the 2 people hung up on me after I said I could not see my recordings. I came here to file a complaint since Hulu can't help me. These people never answered me about this, just hung up. What is wrong with Hulu hiring these people. Fix the problem or credit my account until this is fixed. Give me no commercials until this is fixed. Don't raise prices until this is fixed as well. I shouldn't have to pay $87 a month for something that is broken. Lower the price without recordings and offer that if Hulu can't fix.

  Business Response

  Date: 03/13/2025

  Hello *****,
  
  
  Thank you for writing about the *** issues and your Hulu subscription. 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 your concerns.
  
  I located the conversation with our agents with the provided information. I regret to hear how the conversations played out regarding the calls that hung up on you. 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 reached their direct managers for action.
  
  Our records indicate that you spoke with our Resolution Specialist team recently regarding the same *** issue and were informed that our teams are still investigating with no timeframe for a fix. As past concessions have been applied to the subscription, there is no further action I can take regarding a service credit. It is our hope that you will use the credited time to consider the value of our service with respects to past price increases. 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 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 ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/20/2025

  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 web site makes it VERY DIFFICULT TO CANCEL Streaming Service...I managed to cancel TWICE however they are still billing me and acct is still open. There is a box on their web site where it says "having this issue"...

  Business Response

  Date: 03/06/2025

  Hello *******,
  
  
  Thank you for reaching out to us about your Hulu account and related billing 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.
  
  I regret to hear about the difficulty you faced when trying to cancel the subscription. Our viewers can always manage their subscription by going to ******************************************************************** on a supported browser. After locating and reviewing the account, I can confirm that the subscription under ************** was canceled on 2/22/2025. You should have received an email confirmation regarding the cancellation and there will be no further charges going forward.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with assistance. 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 make us aware of your concerns, and I hope you have an excellent rest of your day.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/20/2025

  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 need a statement from Hulu with the company name, account number, dates of charges and amounts of charges. This information is unavailable on my current online account because my ********************** Live account is no longer active and my current subscription is a bundle through *******. I have contacted customer service multiple times today via chat and on the phone and your agents have refused to provide the billing information on my own account. Instead, I have been told to use my credit card statements which do not contain my Hulu account number or when I spoke with ******* in your resolution specialist group to file a lawsuit and obtain a subpoena so that I can request these records. That Case No. is ********. This phone called occurred on 2/20/25 between approximately 6:00 and 6:30 p.m. EST. I highly doubt that Disney/Hulu/**** wants me to file a lawsuit seeking financial and/or other damages to obtain billing information on my own account.

  Business Response

  Date: 03/13/2025

  Hello *****,
  
  Thank you for taking the time to reach out to us about your Hulu billing experience. My name is ****** and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced, and I assure you that I am here to fully address all of your concerns.
  
  I understand that you are requesting further transparency with your billing in regards to Hulu. As you mentioned, you currently have a bundle through *******, and as such we are not able to see any kind of third-party billing information to divulge to our viewers even if we would like to do so. I apologize for the inconvenience, however, if you would like us to be able to provide you regular billing information through the account page at ************************************************************, you are welcome to re-subscribe under direct Hulu billing so that we have the capability to do so. 
  
  I hope this information has been helpful and I appreciate the opportunity to provide you assistance. Please don't hesitate to reach out if we can be of any further assistance. We are available by phone ***************) or chat 24/7/365 and always happy to help.
  
  
  Warm regards,
  ****** *.
  Escalation Specialist
  ******************** ****** Direct-to-Consumer

• Initial Complaint

  Date:02/18/2025

  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 tried resolving this with Hulu, however, apparently they don't have managers that can help resolve issues or an email where you can contact anyone to help resolve. I spoke with 3 agents via chat and made a phone call and spoke with a supervisor but all they tell me is "the system" doesn't allow them to fix the issue. My card on file was comprimised and as I wait for a new card my service was shut off - the card will be here this week but they can't restart the service as "the system" will not allow them to do so. Via the chat option I asked for a manager and she connected me to a "peer" (which is the next level resolution ***** who immediately told me she couldn't help me. When I called I did get a supervisor who couldn't help and oddly non of them can give you any info on filing a complaint - you can use their feedback but that limits how many words you can type so not enough to explain the situation. It is clear through this experience that Hulu doesn't care about loyal customers and I have to wonder than what is it that sets them apart and would make me want to stay with them? They increase their rates and I don't say anything but I have a situation that is not my fault and ma told if I have another card I should use that or buy a gift card. I'm limited the number of cards I use now so only have one now. I was a manager for hotels so I know about customer service and this is so easy yet ********************** ties the hands of their employees. Hulu has gotten too big and they don't care about losing their customers. Yet all the agents said the right things that they "care about my business" - actions speak louder than words. Ultimately, I cancelled my subscription and will not be returning to hulu. There are many other services available that off there same and are less expensive. It's quite unfortunate and I just wonder whatever happened to good old customer service. I pay $84/per month for what - other places are half the price for the same.

  Business Response

  Date: 03/12/2025

  Hi ****,
  
  Thank you for taking the time to reach out to provide feedback on our customer service My name is ****, and I am an Escalation Specialist here at Hulu. I want to apologize for any frustration caused and reassure you that I am here to ensure we address your concerns in full. 
  
  At Hulu, we are committed to providing world-class customer service and streaming experience, and it seems we missed the **** this time. I apologize that your recent experience with us was disappointing. We appreciate the feedback provided and will ensure that it is filtered to the proper team to enhance the Hulu customer experience. Your experience is of utmost importance to us, and I appreciate you bringing this matter to our attention. I also wanted to confirm that the account has been canceled and, if you would like to try our services again, the account can be managed on the Hulu website. 
  
  Thank you for allowing me the additional opportunity to fully address the concerns you have brought to our attention. We are happy to assist with any additional questions or concerns that may arise, you can always reach out by phone at ****************. 
  
  Best, 
  **** *.
  Escalation ********************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 22956079
  
  I am rejecting this response because: it's an apology which i received via phone when it all happened but nothing to actually resove the issue nor address the actual complaint/issue.   I was never able to actually talk to someone that could resolve it which was so simple but they really don't care about customers becasue they have plenty.  But they say I can try again but no offer to entice me to come back.  I made the right choice in selecting another provider.
  
  Sincerely,
  
  **** ******