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:02/18/2025

  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.

  Hulu keeps requiring me to reset my password... this has happened 14 times in the last 1 1/2 years.. I have called 10 times and they have not been able to resolve... I have worked with cable company and now have a fixed IP address and no one else has access to my account..

  Business Response

  Date: 02/26/2025

  Hello *****, 

  My name is ****, and I am an Escalation Specialist with Hulu Support. I would like to express my sincere gratitude for reaching out to us regarding the issue you are experiencing with the Hulu app persistently requesting that you reset your password. I deeply regret any frustration this situation may have caused, and I am fully committed to resolving your concerns. 

  I have carefully reviewed your account as well as your previous contacts with support. I can confirm that this issue has been escalated to the appropriate teams and is currently under investigation. It appears that the previous support agent also initiated a password reset for your ****** Streaming Account, which should help address the recurring password reset error messages. Typically, resetting in this way resets the password across all of the streaming services, as they are intended to share one password.  

  As a gesture of goodwill for the inconvenience, I have applied a one-month credit to your account, extending your billing date to 04/23/25. You should receive an email confirmation regarding this credit, and it will be reflected on your upcoming March charge at ******************************************************************;

  Thank you for bringing this matter to our attention and allowing us the opportunity to assist you. Should you have any further questions or concerns, please do not hesitate to reach out to us via phone or chat support at **************. 

  Best regards,  
  **** *.  
  Escalation Specialist  
  ****** Entertainment ****** Direct-to-Consumer

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22955234
  
  I am rejecting this response because:  I need to go at lease 6 months with no password reset.  I appreciate the 1 month credit but I would rather you keep the money and fix the problem that I have been calling about for 1 1/2 years.  Your agents reset my password and basically tell me that is all they can do. I ask to talk to higher tech people so they can explain to me what is causing my password to reset.  They tell me I cannot talk to these people and that is all they can do.  I want to know specifically what is causing my password to reset so if there is something I need to fix on my end I will.  But you can't solve a problem if you don't know what is causing the problem.  Password reset #5 (when I started tracking) happened on **/24/23.  Password reset #6 happened on 1/24/24 (exactly 1 month later).  Password reset #7 on 3/23/24 (approximately 60 days later).  Password reset #8 5/3/24 (approximately 60 days later).  Password reset #9 on 8/2/24 (was out on vacation so not sure when it really needed a reset).  Password reset #** 8/21/24 (technician had me register all TV's with H3235373635383**93439H to stop the insanity).  Password reset #** was same day when ****** **** up on me and then spoke to ******* who reset my password on ************* and said this should fix it - NOT).  Password reset #** on 1/7/25 ****** a tier 2 said he turned off flags on my acct to stop the insanity.  so much for that... Password reset #** which just occurred on 2/18/25 (approximately 30 days again!!!) Osiris told me flags were still turned off and I explained to her in detail and said again I could not talk to higher level people to tell me WHAT IS CAUSING H3**93530363**8303731H to require a password reset.   Can someone please call me with a technical background degree... that understands the logic of the program that is requiring the password to reset... please check this out and tell me that it is fixed... In your response you said that the password was reset and that should fix the problem...  Please re-READ this email to see that we have done that multiple times.   Just find out what is causing the issue and tell me.   I don't want your money, I just want this to STOP.   please, please, please someone help ME!   As a special note our ******* account has had no password resets in like 7 years :)
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/11/2025

  Hello *****,  

  Thank you for taking the time to reply regarding the frequent prompts to reset your password. I sincerely apologize once again for the frustration this issue has caused you.  

  I want to reassure you that the matter has been escalated to the appropriate teams and is currently under investigation. It is important to note that these teams are not customer-facing, but they are fully aware of the persistent nature of your specific issue and are actively working to resolve it.

  I will be sending an email with the subject BBB Follow-Up: ********. I will make sure to establish an email correspondence to provide you with future updates as soon as there is new information regarding this case, as I understand how challenging this has been for you.  

  Once again, I truly appreciate the opportunity to assist you with your concerns. If you need any further assistance or have additional questions, please do not hesitate to contact us by phone at ************** or through chat at any time. Our team is available 24 hours a day, seven days a week. I look forward to hearing from you.

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

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22955234
  
  I am rejecting this response because I have still not received info/update on what the root cause of the problem is and what Hulu will do to ensure I don't have a password reset again... I am willing to wait but what timeline is Hulu suggesting?   I have been fighting this for over a year.  All I need to know is what is the issue and what has changed to fix it.   And the answer can't be reset your password and wait to see if it happens again.  I would think Hulu could look at what in the algorithm is causing the password reset requirement, tell me/us what it is and FIX it.  Waiting for them to tell me what the root cause is.  You can't fix a problem if you don't know what the problem is.   And this constant input from there call takers that they can't even contact the technical people is crazy.   What is the escalation process at Hulu (contact the BBB? :))
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/26/2025

  Hello *****,

  Thank you for reaching out again. I completely understand how frustrating it must be to encounter repeated password reset prompts, and I truly appreciate your patience in this matter.

  I want to assure you that our internal teams are actively investigating the issue and are diligently working toward a resolution. While I am unable to provide a specific timeframe for when this will be fully resolved, I want to emphasize that we are taking this matter seriously, and it is a priority for us.

  If you have been prompted to change your password again since our last communication, please let me know. This information will be incredibly helpful in providing additional data to assist with resolving the issue.

  Once again, I genuinely appreciate the opportunity to assist you with your concerns. If you need any further support or have additional questions, please do not hesitate to contact us at ************** or via chat at any time. Our team is available 24/7.

  You are also welcome to respond to the email I sent in conjunction with my previous BBB message, titled BBB Follow-Up: ********, should you have any further questions or concerns you would like me to address. If there is a different email address I should send this email correspondence to, please let me know.

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

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22955234
  
  I am rejecting this response because you have not provided root cause and a fix.  I appreciate that your team is taking the matter seriously and looking into it.  From my point of view this has been going on for 1 1/2 years (started documenting the issue in December of 2023.   Let me see if I can help.

  There is a program/algorithm that is written that if certain conditions are met then require a password reset.  You need an IT specialist that understands the program, analyze my account and the password resets that have occurred and understand what flag is being tripped to require the reset.  I'm not wanting to be difficult I just want you all to take this seriously and move this to an action list vs. a canned response email.   

  Being an engineer for 37 years (I hate to go there with this comment.. but), this is a classic problem that can be solved by your engineering/IT team.   You have ****************************************************** your system and you need to analyze my account.  I have gone above and beyond on my end knowing that there would be questions about my end of the account.  As mentioned I have worked with my local internet provider and have a FIXED IP address to ensure you all see the same address.   No one else is using my account.   I have asked if you all are seeing anything different so I can fix anything on my end.  All I get is we are looking into the case and cannot provide a timeline.   Please make this a priority, assign it to an engineer/IT lead and give them a deadline.

  I do not accept the response until you have identified root cause and have explained what has been fixed so we can conclude this will not happen again.

  Again, this has been going on for over 1 1/2 years with 14 password resets.  Please advise if you all are going to assign to an individual to fix.   I will be happy to share what I know from my end (but you all will not let me talk to anyone other than your call representatives that say they can't do anything and they can't talk to the programmers/technical folks)

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

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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.

  I have requested Hulu to close and delete my account as per California CCPA. I received confirmation that my account and information was deleted but I keep on receiving emails from Hulu like if the account is still open.

  Business Response

  Date: 03/07/2025

  Hi ******
  
  Thank you for taking the time to reach out to us regarding the emails from Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced. 
  
  We sent notice of an update of our Privacy Policy to all individuals who previously had a Hulu account. You may also have received the email if you previously attempted to sign up for a Hulu account using this email address.
  
  To address any concerns, receiving emails does not necessarily indicate that you have an active Hulu subscription or that you are currently being billed. I can confirm that there is no account linked to the email address you used to reach out. I hope this helps clarify any confusion.
  
  Thank you again for your time and feedback, and I hope the information 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 may arise.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 03/07/2025

   
  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:02/17/2025

  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 received an email from Hulu saying they updated their terms of service agreement. I do not have an active subscription with Hulu and do not agree to any terms of service. I can find nowhere to disagree with this update. When I try to access the website, the site pages do not load. I'm unable to access help content or find any means to contact the company.I would like them to delete my account and cease any further contact with me.

  Business Response

  Date: 03/08/2025

  Hello ******,
  
  Thank you for taking the time to reach out regarding receiving email communications from Hulu and ******** My name is *****, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with receiving our updated agreements and automated support reply. I want to ensure that I am here to address your concerns thoroughly.
  
  I entirely understand how you may feel inconvenienced by our legal communications when you have not had an active subscription to our service in some years. Please understand that these communications are legal requirements as long as your email is registered with our user system. While you may not have a currently active subscription to our service, your account email and login information still exist in our system should you ever want to re-subscribe. The email and password you use to log in at ****************************** are separate from having a paid subscription under that account.
  
  Additionally, if you wish to remove said account information from our systems permanently, I would be happy to point you in the right direction. Please view the Hulu Help article below about your privacy rights. 
  
  Your U.S. State Privacy Rights at ***************************************************************************
  The steps needed to delete your account information are found under the header How can I delete the personal information Hulu has about me? Here you will find the steps to log into your account and access your account settings to begin the deletion request process. An email will be sent to confirm the deletion request as a security measure, and once confirmed, the deletion will begin. All records of your previous subscriptions and any encrypted payment information will be removed from our system. I sincerely hope that this information helps and addresses your concerns.
  
  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is ************** if more immediate assistance is needed. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.
  
  All the best,
  ***** *.
  Escalation ********************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/15/2025

  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.

  Hulu has been double billing me since April, 2024. They bill me on the 11th and 25th of every month. I called them today to tell them about the double charges and they said there is only one charge showing on my Hulu account. I asked them to search my credit card number to find what other account it is attached to. They said they can't do that, so there is no way for them to stop charging me double. I called my bank to and disputed the charge, but they can only go back to October. I would like a refund for the double charges from April 2024-October 2024.

  Business Response

  Date: 03/06/2025

  Hello ********,
  
  
  Thank you for writing about the billing issues related to your Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations and assure you that I am here to address all of your concerns fully.
  
  I have reviewed your subscription and the conversation with our support agent using the provided information. I understand a second Hulu account exists that is tied to the second set of charges. 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 ensures we speak accurately to all accounts and related issues while protecting the data of our customers. As a result, we are unable to take action on any unverified subscriptions.
  
  Fortunately, I confirmed your bank successfully processed four chargebacks, reversing those funds back to you. This process also cancels the subscription with the disputed transactions, ensuring no further charges occur.
  
  I hope you find this information 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:02/11/2025

  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.

  Several months back I subscribed to HULU app via my smart TV. I tried to cancel the service the next day and could not find anywhere on their website to cancel t, finally I found a place where I could delete the account so I did that instead. Thinking this resolved the issue I went on not thinking more about it. Recently I saw on my bank account that there was an upcoming charge for HULU and did some checking on my account and saw they have been billing me ever since every month. In addition the amount they have been billing has been increasing.Once again I went to the HULU website to see what I could find to see if I could cancel this subscription. Again, nowhere on the HULU website is there a place to cancel. In-fact it does not even show me any service/subscription fee or account details other than my name, birthdate and address. HULU requires you to go to ****** webpage to manage your account. But once again once on ****** webpage where they direct you there is no place to cancel your subscription. The only thing you can mange there is your personal information such as name and address.I have attached screen captures showing how difficult HULU makes it for people to cancel their memberships. In-fact if you do a quick search on ****** asking how to cancel a HULU membership you will find hundreds of links to forums and webpages where there are thousands of people who are unable to cancel their memberships. It is very obvious HULU is aware of this issue thus is obvious they are purposely making it difficult for consumers to cancel subscriptions so they can earn as much off consumers by taking advantage of them.I am demanding HULU refund every month they have charged me excluding the first months fee as I did briefly use their service for one day. In addition the are to cancel any membership I may have with HULU or ******. They are to not charge me anything else as I do not wish to do business with them again.

  Business Response

  Date: 03/04/2025

  Hello ****,
  
  
  Thank you for writing to us about the difficulties in canceling Hulu. 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 thoroughly.
  
  I found the subscription billing you as well as the conversations with our support agents. I understand you did not intend to have a subscription and attempted to cancel shortly after signing up wherein you were unable to do so. Under normal circumstances, viewers can manage, including cancel, their subscriptions at ******************************************************************** on a supported browser. In this situation, I confirmed the Hulu account billing you has a typo in the email, making it difficult to log in. Not to worry, Hulu strives for a positive experience whenever possible. With that in mind, I have canceled and refunded $43.80 to the payment method on file, which should appear within seven to ten business days. No more charges should appear going forward and no further action is needed on your part.
  
  
  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:02/11/2025

  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.

  After watching the first episode of "Paradise" which previewed on Channel 7, I decided to add the Hulu app to my home tv subscriptions. I watched the first 4 episodes of "Paradise" only to find that I had to wait another week to view Episode 5 which would not be viewable until 2-11-2025. Subsequently, Episode 6 of "Paradise" had yet another 7 day waiting period which would not be viewable until Feb. 18th and lastly, Episode 7 of "Paradise" I would also have to wait another week until Feb. 25th. What the Heck are they doing? It appears that they are manipulating my Hulu viewing beyond the 30 day trial so that I will have to pay their $10.99 monthly subscription to view the final episodes of "Paradise" to see who killed the President in the series. The service keeps freezing and cutting in and out to make matters even worse!

  Business Response

  Date: 03/03/2025

  Hello ******
  
  Thank you for taking the time to reach out to us regarding the experienced with streaming and using Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced. I assure you I am here to assist in getting this resolved for you.
  
  I definitely understand the confusion caused by a new tv show being released weekly. A weekly TV release schedule builds anticipation, fosters a sense of community around a show by allowing viewers to discuss each episode throughout the week, and ultimately maximizes engagement by encouraging viewers to tune in consistently during the season, rather than binge-watching all at once. 
  
  Your feedback is greatly valued, and I will ensure that your experience is communicated to the appropriate teams.
  
  I want to provide some additional information regarding the buffering you have encountered. When network speeds fluctuate, it can cause the behavior that you have described. Additionally, based on my experience, I want to suggest continued device and network troubleshooting.
  
  We also recommend hardwiring your devices via ethernet cable. A list of recommended troubleshooting steps can be found in our ************ For your convenience, I have located the relevant articles. (************************************************************************* and *****************************************************************************)
  
  Thank you again for your time and feedback, and I hope the information and help site links has addressed your concerns. 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 may arise.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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.

  I reactivated my Hulu account with a $9.99 payment that I can see was instantly withdrawn from my bank account. However, after multiple page refreshes, a cache clear and even wasting 7 minutes trying to chat with Hulu help, I STILL do not have access to any Hulu streaming content...I only see the welcome page and packages I can purchase. This issue recurs every time I pause and reactivate my account, along with ads that freeze the streaming, requiring me to refresh the page anywhere between 1 and 20 times before the content will stream. I have attempted to communicate these chronic, recurring issues with Hulu to no avail.

  Business Response

  Date: 03/04/2025

  Hi *******,
  
  Thank you for taking the time to reach out regarding these playback issues. My name is ****, and I am an Escalation Specialist at Hulu. I want to begin by apologizing for any frustration experienced and reassuring you that I am here to fully address and resolve your concerns. 
  
  I understand how being asked to subscribe while already being a subscriber and having streaming issues can be frustrating. As a courtesy for the login and streaming issues, I have provided a refund for $9.99 from the most recent charge. Additionally, in order to assist with the issues, I have provided a link to the Hulu Help Site, which contains troubleshooting steps for issues such as the one you are currently experiencing. These steps have helped many of our other viewers resolve the issue they are experiencing and continue streaming their favorite shows and movies. 
  
  **********************************************************************************************
  
  If login or playback issues persist, additional investigation may be necessary from our Support staff. We encourage you to contact us to aid with troubleshooting and gather technical data as needed.
  
  I hope you find this information helpful. 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, or if issues persist after completing all troubleshooting. You can always reach out by phone at ****************. 
   
  Best, 
  **** *.
  Escalation ********************************** Direct-to-Consumer
  

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund resolution is satisfactory to me. However, Hulu should be re-advised that their troubleshooting website page and their online chat respondents have been unsuccessful at solving this recurring issue, which appears to be one of compatibility between Hulu and ****** Chrome. As such, this recurring issue would be best served by Hulu taking on the onus to ensure that its streaming functionality works across the most popular browsers, rather than forcing its customers into frustrating service disruptions, woefully inadequate self help website troubleshooting, and very lengthy online chat "help" that will not ever ultimately solve the compatibility issue that Hulu and ****** must work out, together. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/10/2025

  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.

  I cancelled my subscription with Hulu several months ago. They have billed me every month since. I have called customer service, chatted with an expert with no results. I keep getting referred to another page and dont really understand. I just want my account cancelled as it already is with no more billing! I dont even necessarily even want a refund! The only resolution I want is to stop billing me!

  Business Response

  Date: 03/03/2025

  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.
  
  After locating and reviewing the account, I can confirm that there are two Hulu accounts: your primary ********************** account under the email address you used to contact us, and another subscription being charged to a different email address.
  
  Our records indicate that the subscription under *************** was canceled on October 1, 2024. However, the subscription associated with the other email address is still active and incurs a charge of $9.99 per month plus tax. While we cannot disclose information about the account, if theres another email address you have used in the past, it may be linked to that one. To assist you with this matter, I will be sending you a separate email with the subject "Hulu Support Follow Up - BBB ********," referencing this case. In that email, I will request additional information to address the second account.
  
  I hope you find this information helpful, and I appreciate the opportunity to assist you. We would be glad to help with any further issues, questions, or concerns through our phone or chat support channels should any arise. Thank you once again for taking the time to inform us of your concerns, and we look forward to hearing from you.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/08/2025

  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.

  My **************** card was fraudulently charged twice in 4 days for a Hulu subscription. I contacted Hulu and the representative verified that I have no Hulu account and then proceeded to tell me that he would do nothing to address the fraud that was taking place. I asked to speak to his supervisor in order to get someone with authority to address the issue, and the supervisor refused to speak with me. I informed the representative that I would be lodging a complaint with the BBB as a result of 2) the fraud that was taking place, b) Hulu's unwillingness to address the fraud and ensure further charges were not made against my credit card, and c) the poor customer service where the representative (contacted at 8:50am on 2/8/2025) refused to help, and the supervisor refused to talk with me about the issue. I have never dealt with any organization so disinterested in dealing with fraud and seemingly more interested in ensuring the charge continue to be made, and delivering such poor and disappointing customer service.

  Business Response

  Date: 02/24/2025

  Hello *******, 
  
  
  Thank you for reaching out to us regarding the unexpected charges on your Hulu subscription. My name is *******, and I am an Escalation Specialist at Hulu. I apologize for any frustrations you may have experienced previously, and I assure you I am here to address all your concerns.
  
  We understand that unauthorized charges from anyone other than yourself can be concerning, and we take these matters very seriously. To be transparent, Hulu's policy limits compensation options in any fraudulent situation. In cases where an account was created by someone other than you, we must follow proper fraud procedures and direct you to your financial institution to dispute the charges.
  
  As for the supervisor refusing to take over the call, I assure you I will look into that matter and provide feedback to their direct supervisor where necessary. At Hulu support, we strive to provide the highest quality of excellent support at all levels of our customer service department. Unfortunately, we may have missed the **** this time.
  
  I empathize with your desire to recover as many funds as possible for the unwanted charges. For any transactions in this case, we advise the cardholder to contact their bank. The bank typically has procedures for investigating fraud claims, requesting a chargeback from Hulu, and refunding any fraudulent charges to the user. We are happy to cooperate with them to help you get these funds returned; Hulu fully supports transaction reversals initiated by the bank.
  
  Please let us know if we can assist with any other questions or concerns. Your refund inquiry has been fully addressed. You can always reach us at ****************, and we are happy to help.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:02/03/2025

  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 do not have a Hulu account. I received an email from Hulu about an update to the user subscription agreement. I do not agree to this updated agreement and do not want any further emails from them. There is no way to unsubscribe or contest this decision. If I go to the website, there is a chatbot that is unable to assist. When I go to the "contact us" page, it forces me to login, which I don't have an account, so I am unable to contact them to address this issue. When I tried responding to the email, I received a message stating that it was an unmonitored email account.I want them to erase any data they have regarding my account and no longer contact me.

  Business Response

  Date: 02/21/2025

  Hello ******,
  
  Thank you for taking the time to reach out regarding receiving email communications from Hulu and ******** My name is *****, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with receiving our updated agreements and ensuring that I am here to address your concerns thoroughly. 
  
  I entirely understand how you may feel inconvenienced by our legal communications when you have not had an active subscription to our service in a few years. Please understand that these communications are legal requirements as long as your email is registered with our user system. While you may not have an active subscription to our service, your account email and login information still exist should you ever want to re-subscribe. The email and password you use to log in at ****************************** is separate from having a paid subscription under that account. 
  
  Additionally, I understand you wish to remove said information from our systems and I would be happy to point you in the right direction. Please view the Hulu Help article below about your privacy rights.
  
  Your U.S. State Privacy Rights at ***************************************************************************
  
  The steps needed to delete your account information are found under the header How can I delete the personal information Hulu has about me? Here you will find the steps to log into your account and access your account settings to begin the deletion request process. An email will be sent to confirm the deletion request as a security measure, and once confirmed the deletion will begin. All records of your previous subscriptions and ant encrypted payment information will be removed from our system. I sincerely hope that this information helps and addresses your concerns.
  
  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is ************** if more immediate assistance is needed. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.
  
  All the best,
  ***** *.
  Escalation ********************************** Direct-to-Consumer
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22895004
  
  I am rejecting this response because:

  The information states that I must log in to my account in order to request it to be deleted.  Due to not having an active subscription, I do not know the login information for the account, and I am not interested in learning more about it.

  This is not *potential* frustration, this is frustration.  I have already taken considerable steps by contacting BBB top request that you delete my information and stop communication, legal or otherwise.  This should be sufficient.
  
  Sincerely,
  
  ****** ******