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:01/31/2025

  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 was charged for six months of Hulu subscription services without known authorization, starting in August 2024. I have been billed through Roku. Roku said they have no authority to refund charges. Hulu agreed to refund $32.40, and refused to refund the first three months stating they "are not able" to refund more than that amount (3 months), and directed me to pursue the issue with my bank. Effectively refusing to deal directly with the dispute, and creating unnecessary hurdles for consumers to reach resolution. Neither Roku nor Hulu disputes the assertion that I did not authorize the subscription. It has not been used, and we had no knowledge of having been charged until reviewing expenses in January 2025. Although a small amount, I suspect this is happening thousands of times with others, and as a predatory practice should not be tolerated.

  Business Response

  Date: 02/20/2025

  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.
  
  Firstly, I reviewed your account and can confirm that we did provide the maximum amount of refunds we are able to issue. As the previous agent explained in your correspondence with us via support chat, we are unable to provide anything additional at this time.
  
  If this happens to be a case of unauthorized activity as described, also known as fraud, I highly advise for you to contact your financial institution to not only seek a dispute of charges but also for your own security. If you have had unauthorized activity, it is possible that unless secured, the bad actor could potentially continue to utilize that information. 
  
  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:01/31/2025

  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.

  For years Ive been having issues with my Hulu service in regards to the recordings and live tv playback. Ive called in to their technical support over a dozen times and still have no improvement.

  Business Response

  Date: 02/23/2025

  Hello ******,

  Thank you for reaching out to us about the difficulties you have experienced with DVR content. My name is *******, and I am an Escalation Specialist with Hulu Support. I understand how frustrating this situation must be, and I am here to help resolve the issue.

  After reviewing the details you provided, I was able to locate your account and look into your previous interactions with our support team. Based on this information, we believe we have a clear understanding of the issues you are facing with your recordings and live TV. This is a known issue, and we are actively working on a resolution. I completely recognize how disappointing it must be to continue dealing with this problem, and I sincerely apologize that we have not been able to resolve your expectations sooner. As a way to address the inconvenience, I have applied a one-month credit to your account, pushing your billing date forward to April 18th, 2025. You should see this reflected on your end shortly with a confirmation email.

  In the meantime, I provided a helpful article below for some troubleshooting steps that may provide some immediate assistance. These steps are designed to address common playback issues, and following them may help you find a quick resolution.

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

  Once again, thank you for your patience and for bringing this matter to our attention. If you have any further questions or concerns, our Viewer Experience Team is available 24/7 at ****************. We are always happy to assist you in any way we can.

  Warm regards,

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

• Initial Complaint

  Date:01/30/2025

  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.

  My husband and I pay almost $100 a month for live TV. We enjoy Hulu. Starting on Monday we turned on our Hulu live TV and watched our shows as weve done the last several years we will put on a show on our **** and it will play for 5-10 minutes and freeze up mid show and go back to the Roku screen. Ive made numerous calls to Hulu, **** and even my internet company, I even purchased a new television from ******* on 1/29/2025 and the issue is still happened. Ive done every trouble shooting issue and no one can tell me what or why its happening and Hulu wont fix the problem or credit me for the days I cant use Hulu. This isnt right. They tell me theyll reach out to Roku to no response back. ******* and every other app is working fine on both our tvs. Hulu is the only issue

  Business Response

  Date: 02/20/2025

  Hello Jaiime
  
  Thank you for taking the time to reach out to us regarding the trouble experienced with streaming and using Hulu on one of your devices. 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.
  
  After reviewing your interactions with us and the details provided in your email, I have a solid understanding of what you are experiencing. I can confirm that the Roku crashing back to the home screen you have been receiving is related to behavior we have seen affecting devices. The issue has since been resolved with the recent updates. If you are still having this issue, we would recommend troubleshooting. 
  
  A list of recommended troubleshooting steps can be found in our ************ For your convenience, I have included the relevant article below for you. (*************************************************************************) 
  
  I understand that you may not have had the best experience; therefore, based on your desired resolution, I have issued a one-month credit to your account. This credit will cover your upcoming billing cycles, and your next charge to your payment method will be on 4/17/2025. This bring the total to more than two months credit for the experience. 
  
  Thank you again for your time and feedback, and I hope the information and credit 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
  
  

• Initial Complaint

  Date:01/30/2025

  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.

  In Nov. of 2023 I signed up and paid for a Hulu account. I promptly changed my mind and cancelled the same day when I realized it did not have local channels like I was told by their representative. Last Nov 2024 I noticed Hulu had never cancelled my acct. and I've been paying $***** every month for a year. I called but they could only refund a few of the charges dating back just a few months and suggested I ask ***** my credit card bank to take off the charges. I did that and they took off some but could also not refund all of them. I was on a three way phone call with ***** and Hulu **** and ***** told Hulu that it was their mistake and they need to make it right. I have spent hours on this and dozens of calls and I spoke to someone who was supposedly a big wig and even he said he could not refund me and he wished he could. It is absolutely unacceptable! I am a single mother and can not afford to donate hundreds to a company who did not even provide me anything tangible and wrongfully charged me. I did not even know I had it and they can see I never used it because I never logged in. Dates I was refunded: 11/07/2024 ***** three times 10/10/2024 ***** once 9/10/2024 ***** 8/10/2024 ***** 7/10/2024 ***** From Feb 10- Jun 10 I still have 5 remaining charges of ***** each that have not been refunded.

  Business Response

  Date: 02/19/2025

  Hello *****,
  
  
  Thank you for writing about your Hulu subscription and the associated billing concerns. 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.
  
  I located your Hulu subscription and the conversations with our agents using the provided information. I understand you did not intend for the subscription to charge as it did. Our records indicate that your bank processed four chargebacks. I also confirmed that the ****** **** and **** charges were reversed as well, for a refund total of $614.25. Regrettably, there is no action Hulu can take as the remaining charges are dated outside of our systems ability to refund. If you wish to check for all possible means to reverse the remaining charges, I recommend contacting your bank again to discuss any other options. As part of this process, they may request refunds against those charges in the form of chargebacks. Hulu cannot guarantee any action from your bank, but Hulu complies in full with refunds requested securely from banks.
  
  I confirmed the subscription is fully canceled and should not be charged going forward. You can always manage your subscription at ******************************************************************** on a supported browser.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:01/30/2025

  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.

  Hulu has been trying to steal money out of my bank account for the last 3 months literally every other day. My account was put on hold in November, which would mean my account is not in good standing and they still are trying to steal the money. The representative I talked to was not helpful and actually made it worst when she said I didnt cancel the subscription and the account is in good standing. A account can not be in good standing if it was on hold, you also can not try desperately keep trying to steal funds out of my account in the middle of the night for a subscription clearly Im not using have not used and is not even active. If I needed that subscription I would have paid for a new month! ******* doesnt do things like that. No other bill payment services anywhere just keeps trying to take money until they are successful for months. What about people who pass away, you guys keep charging them until there bankings accounts are closed? This is something a class action needs to look in to.

  Business Response

  Date: 02/20/2025

  Hello Chontai,
  
  
  Thank you for writing about the billing concern relating to your Hulu subscription. 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.
  
  I found the account and interaction with our Support agent with the information provided. Our records indicate the account had not been canceled in the past. While I cannot speak for other businesses, I confirmed that billing holds on a Hulu account wherein a payment is successful differs from a cancelation request and will not stop future billing. The subscription will retry to charge the payment method on file until a cancelation request is submitted or if enough failed attempts have occurred. In this situation, a successful payment came out on January 30th, 2025, after multiple attempts.
  
  I empathize with your perspective of account management for streaming services, and your feedback is greatly appreciated. I have canceled and refunded the subscription for $11.65. A confirmation email will reach the email on file for the cancelation and refund. No charges should appear going forward. You can manage your Hulu account anytime at ******************************************************************** on a supported browser.
  
  I appreciate the opportunity to assist. 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.
  
  
  Thank you,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:01/30/2025

  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.

  just saw i was charged on card ending 3485 which acct is it for both my emails are showing i have no account ******************** and a yahoo where is my account for which i am being charged name ********* *******. if i dont have one please refund

  Business Response

  Date: 02/19/2025

  Hi Deb,
  
  Thank you for taking the time to reach out regarding this unauthorized charge. 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. 
  
  With the information provided, I was unable to locate an account making the charge. In order to investigate the matter further, I will be sending you an email titled Hulu Support Follow-Up: BBB Case #********. Once the necessary information is acquired, I would be happy to assist further.
  
  I look forward to your response and ensuring that we fully address the concerns you have brought to our attention. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************. 
  
  Best, 
  **** *.
  Escalation ********************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:01/28/2025

  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.

  HULUs service is deployable. I have been looking at a Reload screen for over 14 minutes. This is a reoccurring problem with HULU and someone needs to regulate the company. HULU should also credit their customers for services not rendered.

  Business Response

  Date: 02/17/2025

  Hello *******,
  
  
  Thank you for reaching out about the streaming issues on Hulu. My name is *******, and I am an Escalation Specialist with Hulu. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns thoroughly.
  
  We value the security of our viewers and their information, and we require verification for each Hulu subscription to speak on or take action on any account. This ensures we speak accurately to your account and related issues while protecting our customers data. Regrettably, I could not find a Hulu account with the information mentioned in the BBB case description.
  
  To locate and verify the Hulu account tied to the streaming error from the provided picture, I am sending you a separate email titled "Hulu Support Follow Up - BBB ********," referencing this case. In this email, I will ask for additional information to locate the subscription and aid with the issue mentioned above.
  
  I hope this information is helpful, and I appreciate the opportunity to assist you. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again for bringing this matter to our attention, and I look forward to hearing from you.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:01/28/2025

  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 wish to cancel my Hulu Plus account. I have tried emailing them to cancel the account. I never receive a response. I have tried canceling on the app. It never allows me to cancel. I have also tried calling different numbers with no success.

  Business Response

  Date: 02/02/2025

  Hello *******,
  
  Thank you for reaching out about the trouble you have had with canceling your Hulu account. My name is *******, and I am an Escalation Specialist with Hulu Support. I am sorry for the frustration this situation has caused, and I am here to help you resolve it.
  
  I have located your account based on the information you provided. I can schedule a cancelation on your behalf; I just need you to reply with confirmation that you wish for me to do so. The good news is that Hulu is not a contracted service, and you are free to cancel your subscription at any time. Simply sign in to your Hulu account at ************************************************************ and select the option to cancel at the bottom of the page.
  
  If you are unable to cancel through the website or if you subscribed through a third-party service (like iTunes, ****** Play, or your TV provider), please do not hesitate to contact our Viewer Experience Team directly. We will be able to guide you through the cancellation process based on your specific subscription method.
  
  Thank you for your patience, and we really appreciate you bringing this issue to our attention. If there is anything else we can do, please feel free to reach out to our Viewer Experience Team at ****************. We are available 24/7 and are happy to assist with any other concerns.
  
  Warm regards,
  ******* *.
  Escalation Specialist
  Disney ********************* Direct-to-Consumer

  Customer Answer

  Date: 02/03/2025

   
  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 as long as they cancel my subscription immediately.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/28/2025

  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.

  The Hulu team has been taking money out of my bank account and I never ordered anything from them I simply want my money refunded

  Business Response

  Date: 02/17/2025

  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.
  
  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, which 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 feel free to let us know if we can assist with any other questions or concerns, as 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:01/27/2025

  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 was signed up for the regular Hulu account without add one but Hulu made me re-sign up to access my account and all of a sudden my rate goes from about $10 to $50. I am outraged to find that I was signed up for Stars, and other services I did realize I had. SNEAKY SNEAKY!! I will never use them again AND I WANT A REFUND NOW! I HAVE CANCELED MY ACCOUNT

  Business Response

  Date: 02/18/2025

  Hello *******,
  
  
  Thank you for writing to us with the billing concern. 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 and reviewed your subscription using the provided information. Our records indicate that your subscription has been active with add-ons for multiple billing cycles, and there are no records of contacting our Support team about the subscription. With Hulu having no way of knowing you did not intend to change the plan, the charges are valid and are not eligible for refunds. As for any charges you wish to reverse, I recommend contacting your bank and inquire about disputing the transactions. As part of this process, they may request refunds against those charges in the form of chargebacks. Hulu cannot guarantee any action from your bank, but Hulu complies in full with refunds requested securely from banks.
  
  The account is canceled at this time, so no charges should appear going forward. We appreciate your feedback regarding the prices of our plans. Your experience is of 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.
  
  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
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22866231
  
  I am rejecting this response because:
  This addition to my account was prompted by being forced to put in my information to get access to my account on my smart TV.  I did NOT realize that additional charges were added to my account until I reviewed my bank charges.  Hulus statement that I am ineligible for a refund simply because they billed it multiple times is Outrageous!!  I will strive to find out how many others they defrauded this way.
  Sincerely,
  
  ******* **********