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:01/27/2025

  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 tried many many times to get the problem fixed I am paying lots of money for something I cant watch. I have nothing but streaming problems. And I can tell you this is the only company. They have rained test check my internet and my side was fine . Every day I get freezer up, kicked out of app, skips, and. Cant watch a channel. I have done everything they told Me to do and doesnt work. Getting frustrated because they have not done nothing to fix it. I am Pay ***** a month for that I cant watch and I have had this problem since July and i tel them and still not fixed and its on there end not mine I was even told that. Getting angry and they refuse to fix it or even let me talk with management about the issues.

  Business Response

  Date: 02/17/2025

  Hello ********,
  
  
  Thank you for reaching out about the streaming issues you experienced with Hulu. My name is *******, and Im an Escalation Specialist with Hulu Support. I apologize for any frustration you may have encountered, and I assure you that I am here to address all of your concerns.
  
  After reviewing your interactions with Hulu Support, I confirmed that we have exhausted all available troubleshooting steps to resolve the issue, but unfortunately, we were not successful. I appreciate your efforts to get this resolved. I see that a speed test was performed on your end, so please ensure that you are receiving at least a download speed of 8 Mbps and a latency/ping no greater than 35ms.
  
  Streaming involves many moving parts, and we must do our due diligence to address any unwanted errors. I understand the impact this has had on your viewing experience, and Im sorry for the inconvenience it has caused. Our teams will need to investigate the issue further, but I cannot promise a specific timeframe for a resolution. With that said, I encourage you to contact our support team for real-time help if the issues persist.
  
  I hope this response meets your expectations, 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 should any arise. The contact number for support is **************. Thank you for taking the time to inform us of your concerns, and I hope you have an excellent week.
  
  
  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 cancel my Hulu account in Nov 2024 but they continue to bill me every month. I contacted Hulu in Dec 2024 and they confirm I didn't have a subscription so I ask them to stop billing me. They told me to contact my bank about the charges. My bank is working on it. I want my payment method removed from Hulu so they can't continue to bill me.

  Business Response

  Date: 02/14/2025

  Hi ******
  
  Thank you for taking the time to reach out to us regarding the unexpected charge from Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  We appreciate your time and assure you we are committed to addressing your concern. I want to first confirm that, the account under the email you have provided has not been active since 11/2023. Which would mean there is a different account active with your billing information. We would be happy to assist in locating the charge in question. 
  
  I hope to locate your account with the email address on file, but we can also use some additional information I hope you will be able to provide me. I will be sending a follow-up email with the subject "Hulu Support Follow Up - BBB ********" to get additional details so that I can locate the account and take any action you need to be done.
  
  Please note, if you believe this account was created by an unknown individual without authorization, this would mean that someone has access to your full card details. Hulu would be unable to refund in accordance with our fraud policies. We encourage you to contact the financial institution and advise them of the suspected fraud to secure the billing information. As part of this process, they may be able to request refunds against those charges in the form of chargebacks. Hulu complies in full with refunds requested securely from banks.
  
  Thank you again for the opportunity to assist in your inquiry. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ************, or chat by logging into your account.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:01/27/2025

  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 had a Hulu subscription for years ad free and I was happy with it I never watched ads. Last month I decided to add live tv no add which cost $104 a month. I expect to watch ads on live tv but now every show I use to watch ad free is now playing ads every 5 minutes and you cant fast forward even on demand shows. Shows I've been watching for years are now playing ads.Ive called support twice with no luck. If Im watching ads then Hulu needs to refund me the differance. I refuse to pay for No Ads when its all Ads. Again this is not live tv these are shows on my list that Ive watched before no ads. Since I added livetv no ads everything playing ads.This is Fraud.

  Business Response

  Date: 02/12/2025

  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 your concern about seeing ads while subscribed to an ad-free plan. I apologize for any frustration this situation may have caused, and I am committed to addressing your concerns.

  I have located your account using the information you provided. I can confirm that you are subscribed to Hulu (No Ads) + ******** I completely understand the confusion that can arise regarding which content is covered under the No Ads portion of your subscription, and I empathize with the frustration you are experiencing from seeing ad breaks.

  When you subscribe to Hulu + ******** there are several different libraries of content. Hulu-owned content should be ad-free, while network on-demand content and live content are subject to ad breaks. The No Ads portion of your subscription only applies to Hulu-owned content.

  With the addition of ******** you gain access to additional shows, movies, and seasons of shows that were previously unavailable with a standard Hulu or Hulu Premium subscription. This includes network-owned content, which still includes ad breaks. Should a viewer remove ******* from their plan, the content available for streaming after the plan change would not have ads.

  For additional information, I encourage you to visit our Help Site, which provides a detailed breakdown of the different content libraries and further context on the behavior you may be experiencing: *****************************************************************************************

  Thank you again 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 **************. I hope the rest of your week is pleasant and enjoyable.

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

  
  

• Initial Complaint

  Date:01/23/2025

  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 had Hulu bundle for years and have never been able to receive the services I paid for. I called Hulu for on many occasions and was told it would be fixed. I was put on hold for over and transferred to another *** and after that person put me on hold, they put me back in the que. I called for the past few years and HULU passes me around from *** to *** then after about 2 hours they Hang up and make you start the process over until you are frustrated enough to not bother. No one ever calls back and this mess have been going on for years.

  Business Response

  Date: 02/12/2025

  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 about the challenges you have encountered when attempting to activate ******* through your Hulu + ******* bundle. I deeply apologize for any frustration this situation may have caused, and I am committed to resolving your concerns.

  I have located the account using the information you provided. I see that your current subscription is Hulu Premium without ******* or ESPN+. I also noticed that you previously had a Hulu + ******* subscription that included ******* and ESPN+ until its cancellation on January 23rd, 2025.

  Based on the details you shared with our support team, it appears that you experienced an issue related to ******* activations that our team is currently investigating. In most cases, this issue arises when another ******* accountoften associated with a different emailhas been linked to your active bundle.

  For the trouble, I have processed a refund for two of the ******* charges, totaling $176.98, since you have been unable to fully access the benefits of your bundle due to this issue. The refund should be reflected within 7-10 business days, and you will receive an email confirmation for your records.

  Thank you once again for bringing this matter to our attention and allowing us the opportunity to assist you. If you have any further questions or concerns, please do not hesitate to contact us via phone or chat support at **************. I hope the rest of your week is pleasant and stress-free.

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

• Initial Complaint

  Date:01/22/2025

  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.

  On Oct 3rd,2024 I used a $100.00 HULU gift card that I purchased at ********* to activate a HULU account for $7.99. On Oct 8th 2024 I tried to upgrade with my HULU gift card which should have had $92.01 left on it. I was told the gift card had been totally redeemed and had no money left on it. I had to use a personal debit card to do the upgrade. I should still have $92.01 left on the gift card. Everyone I talked to at HULU (*****, *******, ***, ****, Supervisors *** and ******) all claimed they had no clue as to where the money went. Finally on the 29th of Oct 2024 **** told me Valentia redeemed the whole $100. gift ****** the 3rd of Oct 2024. I cancelled the services on Oct 18th 2024 due to the fact that I was not able ti get my local channels which they insured me I would be able to get with the upgrade and was told by two agents a $76.99 upgrade charge that I used my personal debit card for would be reimbursed by 31 Oct 2024. I checked with my financial instution and the money had never been sent. I have tried more than once to rectify this but HULU refuses.

  Business Response

  Date: 02/13/2025

  Hi ******,
  
  Thank you for taking the time to reach out regarding receiving refunds and the gift card concern. My name is ****, and I am an Escalation Specialist here at Hulu. I want to begin by apologizing for any experienced frustrations and reassuring you that I am here to fully address and resolve your concerns. 
  
  After reviewing the account, I can confirm that on October 8th, 2024 a refund was processed for the total amount of $76.99. This charge would have taken up to 7 - 10 business days to be entered back into your account. If you have not received this refund, I encourage you to reach out to your financial institution to dispute the charge. If the bank verifies the dispute as valid, then Hulu will comply with any chargeback issued by them. A chargeback will refund the disputed transaction(s) back to the bank upon completion. Additionally, I do not see any other charges that can be refunded. 
  
  Regarding the gift card, I can verify that it was redeemed on October 3rd, 2024 to your account. I also see the subscription was renewed in tandem with a $76.99 refund and a service credit valued at $20.16 to make up for the issue. If an account is canceled while it has remaining credits on it, the remaining credits are forfeited and we cannot process refunds for Hulu gift cards to set the correct expectations. If a refund is requested for this gift card, I would encourage you to also inquire with your financial institution about a dispute against the transaction wherein the gift card was purchased For more information regarding the Hulu gift card policy, please refer to the following link:
  
  ****************************************************
  
  I hope you find this information helpful. Thank you for allowing me the additional opportunity to 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:01/21/2025

  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 contacted Hulu support by phone numerous times to get this resolved. The customer service department leads me on, puts me on hold for 30 minutes at a time, and then disconnects the call right at the hour ***** I call back, and give them my callback # to make sure they can call me back if the line disconnects and if they do call back they immediately hang up once I answer the phone. I am sick and tired of wasting hours on the phone to start the issue over and re-explain everything just to get hung up on 52 minutes into the call. This does not seem coincidental, it seems purposeful and I want to report this just in case it is happening to others just like me. There is no way the phone just magically disconnects every time I call. Ive attached the charges on my ****************. Something nefarious is going on here and it needs to be investigated.

  Business Response

  Date: 02/06/2025

  Hi *******
  
  Thank you for taking the time to reach out to us regarding the unexpected charge to your Hulu account. My name is ****, and I an Escalation Specialist with Hulu Support. I sincerely apologize for any frustration experienced.
  
  I took the time to review your Hulu account and investigate the interactions with our Support team. First, I want to apologize for the experience you had with the agent today, and how the conversation played out. Hulu strives to provide our viewers with world-class service, and it seems we missed the mark here. Your feedback has been shared with the appropriate teams to ensure we provide the best experience possible for all of our viewers.
  
  If you believe this account was created by an unknown individual without authorization, this would mean that someone has access to your full card details. Hulu would be unable to refund in accordance with our fraud policies. We encourage you to contact the financial institution and advise them of the suspected fraud to secure the billing information. As part of this process, they may be able to request refunds against those charges in the form of chargebacks. Hulu complies in full with refunds requested securely from banks.
  
  Thank you again for the opportunity to assist in your inquiry. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ************, or chat by logging into your account.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 02/06/2025

   
  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:01/19/2025

  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 been trying a trail of HULU. On 1/19/25, I tried to sign in to the account on my phone and my laptop. I was told that the email was not associated with an account. i attempted to reset the password. It did allow that but then told me that the password was wrong each time, after accepting the new password, repeatedly. This went on for near an hour and no way to contact HULU. I finally found a phone and called. Another 25 minutes with someone who spent more time checking on my background than resolving anything. In fact, after 1.5 hours, I still could not access my account. I asked that ********************** close it after 2/10/25 since I prepaid for that time. Basically, this is a disorganized mess. HULU has no idea of my account and offers things like maybe there is something wrong with my phone or computer. They have my credit card on file and I am concerned that with their disorganization, they will just keep billing my card every month for their advantage. I want out of this organization as it is incapable of even tracking customer account info or allowing the customer access to their account information. I am still locked out as of today.

  Business Response

  Date: 02/07/2025

  Hello *****,
  
  
  Thank you for taking the time to reach out to us regarding not being able to access 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.
  
  I can confirm that the account in question is under the same email address you used to file this BBB case.  I also reviewed the account and interactions with our team. I am sorry you were not able to gain access and for how the conversations played out with our agents. 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.
  
  After reviewing your account, I can confirm that it is scheduled to be canceled on Feb 10, 2025, so you will not be charged after that date.
  
  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 inform us of your concerns, and I hope you have an excellent weekend.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:01/16/2025

  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 have been trying to merge an old Hulu account that I have not used in some time (email ID ************* I am unable to even access said account to update the password, or even change the email address, because the website fails to send me a password reset link, and utilizing the six digit code results in an error message stating "Doesn't look quite right, try again".Long story short, I need to update my email address for my CURRENT ACTIVE Hulu account ********************************* and update the email address for THAT account to *********** Hulu support has been outright useless and borderline ridiculous. I find it impossible to believe that they can't entirely purge an email account from their system so it can be used again.Bottom line I need *********** removed so I can associate it with my current Hulu account rather than having to have a second email address that I don't even use for anything but Hulu which is stupid.

  Business Response

  Date: 02/05/2025

  Hello ******,
  
  
  Thank you for writing in about the email address concern and your subscription. My name is *******, and I am an Escalation Specialist with Hulu support. Rest assured that I and the Hulu team are here to address all of your concerns as best we can.
  
  Our records indicate that you emailed our team directly with this same concern, and appears that the internal email communication addressed the matter. If you have any other questions relating to your account or its status, I recommend that you reply to the email correspondence with the other Escalation Specialist as that conversation has progressed further.
  
  Your viewing experience is of utmost importance to us. I appreciate you bringing this matter to our attention. 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 **************. I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 02/06/2025

   
  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:01/15/2025

  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.

  11/18/2024 $88.80 I canceled my subscription and was told by Hulu my bank would have to issue the refund. Unfortunately they did not and I was charged for a month of service that was canceled and I had no access to. I would like my money back.

  Business Response

  Date: 02/06/2025

  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 reviewed your account and determined that there were services rendered for the appropriate subscription charge applied. As the previous agent explained in your correspondence with us via support chat, unfortunately we are unable to provide a refund for this account at this time due to the fact that the services had been effectively utilized throughout the service time provided. 
  
  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 ****************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:01/14/2025

  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.

  On 1/14/2025 I was logged out of my Hulu account that I am charged a monthly fee for and it will no longer recognize my email address to let me log back in. I have tried contacting customer service, but all the website wants to do is log in to my account, which I cannot do. None of the phone numbers that are listed for Hulu work. Since I cannot access what I am paying $79.99 per month for and cannot contact customer service to resolve the issue I believe that I am due a refund or some type of price reduction.

  Business Response

  Date: 02/03/2025

  Hello ******,
  
  
  Thank you for writing about the outage and trouble logging in. 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 January 14th, 2025, we noticed a few technical issues that impacted our streaming services and our viewers ability to log in. We ensured appropriate messaging was enabled on our help site and phone systems and worked quickly toward resolution. The issue was resolved within a few hours, and our teams confirmed the app loaded and streamed. Regrettably, we cannot offer a concession for this situation as the issue was temporary. The pain points you have shared are valuable feedback for our team. Your experience is very important to us and we appreciate you bringing this to our attention.
  
  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