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:01/15/2025

  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
  

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hulu is constantly signing me out of 1 of my 4 devices all with the same email addresses. When you go into sign in wont let you. Need to send you a verification code that never appears on your email. This is a streaming service and NOT NATIONAL SECURITY. every other streaming service NEVER SIGN YOU OUT! *** THIS ISSUE ASAP.

  Business Response

  Date: 01/29/2025

  Hello ***,

  My name is ****, and I am an Escalation Specialist with Hulu Support. I would like to express my sincere appreciation for reaching out to us regarding the issue you are experiencing with your device logging out and the difficulty in accessing your account. I deeply regret any frustration this situation may have caused, and I am fully committed to resolving your concerns.

  After reviewing the information provided, I was unable to locate an active subscription using the details in your initial message. To assist in locating your account, I will send a follow-up email titled "BBB Follow-Up: ********," containing some additional verification questions.

  Regarding the login issue and the one-time passcode email, we have observed that performing a password reset often resolves problems related to the requirement of one-time passcodes for logging into Hulu. If you have not already done so, I recommend resetting your password by visiting *********************************************************** and following the prompts provided.

  Concerning the frequent logouts, several factors may contribute to this behavior. It could be a result of a password reset, which clears your device list, connectivity issues, or updates to either your device or the ********************** app. I would be glad to look into this further after the Hulu account is found.

  Thank you 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 reach out to us via phone or chat support at **************. I look forward to assisting you further.

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

• Initial Complaint

  Date:01/12/2025

  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.

  Tried to call Hulu. Trying to cancel Hulu. There is no option or it is impossible to cancel the subscription.

  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. However, we would need to verify a bit more information before we can cancel it on from our end. 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

• Initial Complaint

  Date:01/08/2025

  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 9/26/24, I got an email offering ******* added to my Hulu account. The subject said $2, in the email it said both $1 and $2 more. 11/7/24, I was charged $10.99 for my subscription which is not $1, not $2, but $3 more per month for my ****** Bundle Duo Basic subscription. Soon, I got offers to add ***** for 99 cents a month for 1 year. On 11/28/24, I added STARZ and was charged $0.29. I assume that is for the period between billing ********* friend got me a $50 gift card that I loaded on 12/7/24. When I added it to Hulu, I got a notice that I could save money switching to Annual vs Monthly billing. I signed up for Annual. But the next week, when I logged onto Hulu, it offered me a Great Deal to add *******. No need, I already HAD a ******* subscription. But when I tried to access *******, it kept telling me that I have just one more step to add it by choosing my subscription type. In December, I wanted to be able to watch shows on *******, but it still wouldn't let me access ******* without paying for a NEW subscription. It was after 8pm 12/20/24, so I tried fixing the problem on the chat feature on the Hulu website.For over 2 hours, I chatted with ****** *. What was discovered was that while the Hulu/****** website offered me a discount for switching to Annual payment, it didn't warn me that by doing so, I would be canceling my *******. I now had just Hulu and the ***** subscription which was still billed monthly.The ONLY solution was to cancel my pan and sign up again for the monthly Bundle. But, that would also cancel the discount ***** subscription. Also, they couldn't guarantee that the money I already paid with my gift card would be credited to the new account. I declined and asked for a transcript of the chat. It would take 7 business days, which was 1/6/25. I called 1/8/25 and got the same answer, but they would credit my gift card to the new plan.I want what I bought before being scammed into Annual Billing. ****** Bundle Duo Basic & STARZ

  Business Response

  Date: 01/29/2025

  Hello *******,
  
  
  Thank you for reaching out regarding the issues you experienced when changing your Hulu plan. My name is *******, and I am an Escalation Specialist with Hulu support. I want to apologize for any frustration this experience may have caused and assure you that I am here to address your concerns.
  
  I have reviewed the details you provided and found your account, along with your contact with Hulu Support on January 8th, 2025. I completely understand how frustrating it must have been to switch to the annual plan and not realize that it would impact your ******* access. Our goal is always to provide clear and transparent information, and it seems that there was a misunderstanding during this process. While there is a message on the site informing users of changes like this, I recognize that it did not seem clear to you at the time, and for that, I sincerely apologize. I want to assure you that we are taking your feedback seriously, and it will be used to help us improve the experience for all of our viewers.
  
  In order to restore your ******* access, the only option at this time would be to cancel the current plan and resubscribe to the ******* Bundle Duo Basic. However, I want to be upfront with you that this would mean forfeiting the gift card balance currently on your account, as well as the ***** promotion you had previously subscribed to. I do want to assure you that, if you choose to resubscribe, we would be more than happy to credit the gift card value to your new account, though we are unable to offer the Starz promotion as it is no longer available. I understand that this is not the resolution you were hoping for, and I truly regret that the situation has become so complicated.
  
  Thank you for your patience and understanding. We greatly appreciate you bringing this issue to our attention and allowing us to assist you. If there is anything else we can help with, please do not hesitate to contact our Viewer Experience Team at ****************. We are available 24/7 and are committed to resolving any further issues you may have.
  

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

• Initial Complaint

  Date:01/07/2025

  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 signed up for Hulu through ****** Play through another email address, *********************** it was around Thanksgiving time for the Black Friday deal. It was 2.99 for 6 months, and it did not go for six months. So, I want my 2.99 back on my account from ********************** or ****** Play.

  Business Response

  Date: 01/27/2025

  Hello ******,
  
  
  Thank you for writing to us with feedback relating to the billing issue for your Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns thoroughly.
  
  I reviewed your Hulu account and interaction with our support agent using the provided information. Due to the third-party billing that was used to sign up, my team and I have no insight into any possible charges that were incurred at signup. I recommend contacting ****** Play support for help with requesting a refund if you see a charge. The Hulu account is scheduled to be canceled at the end of the trial, meaning you can log in and enjoy the service through February 7th, 2025, at which point the account will automatically be canceled. You may confirm these details on the account page at ******************************************************************** on a supported browser.
  
  I hope this information is useful to you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Best,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22780264
  
  I am rejecting this response because it was said that it was $2, when I signed up for it, but some way, it must have changed when I signed up for it that moment. So, don't worry about it.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/06/2025

  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.

  During 2024 Hulu over charged my account $9+ from February 2024 - December 2024; The billing was originally for all prior years was $9.99 + tax; begining February 2024 I realized I was paying more than my original billing. When I realized my bank account wasn't accurate to my monthly allowance I checked & realized Hulu started over charging for services I didn't have. When I requested Hulu to review my account, I was told there was nothing they could do; I was watching Hulu, my words were, "I've had Hulu & paying 9.99 per month, am I not suppose to? What's Really Going On and We Why does Hulu have a problem correcting their mistakes. This is "Unethical Business ********************* Practice Using Customer Accounts" to "S$***" ************** Accounts! I'm 71 years of age on a fixed income. I've had Hulu for over 2 years, the price $9.99 was within my budget, to pay an extra 9.99 for a subscription that would over draw my bank account is ridiculous! HULU CREATED THIS HUMONGOUS MESS UP & REFUSE TO HELP! THE AGENTS/REPS WERE I SPOKE WITH WERE DISRESPECTFUL, HUNG UP BECAUSE I REQUESTED TO BE ELEVATED TO MANAGEMENT, THEY STATED NO MANGERS OR HIGHER ESCALATION WAS AVAILABLE and the Rep **** up with NO Resolution. I'VE BEEN CONTACTING THEM FOR THE PAST WEEK. NO RESULTS only PUT ON HOLD ENDLESSLY. THEY STOLE MY MONEY. ( Another Form of Online Thievery and Predatory Actions. . We Need Your Help Please!

  Business Response

  Date: 01/27/2025

  Hello *****,
  
  
  Thank you for writing about the unauthorized change 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 I assure you that I am here to address your concerns.
  
  I located your Hulu subscription and the conversations with our agent with the provided information. For a bit of background, our staffing can fluctuate throughout the day depending on caller demand. Your feedback regarding the conversations with our agents and the request to escalate the call has been shared with our team. The experience of our customers is of utmost importance to us.
  
  I understand the change to Hulu (No Ads) was not intended. As Hulu had no way of knowing this plan update was unwanted, the subscription continued to be used, and with no previous attempts to contact Hulu, the charges are valid and subject to our terms and conditions. Your feedback on the matter is appreciated. As for any charges you wish to reverse, I recommend contacting your bank to dispute the transaction. 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. Additionally, your Hulu account may automatically cancel to allow transactions to be reversed by your bank should they proceed with disputing to set the correct expectations.
  
  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:01/06/2025

  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've called several times regarding my refund and yet to receive it plus was being charged twice a month

  Business Response

  Date: 01/27/2025

  Hello ******,
  
  
  Thank you for writing about the billing concerns with 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.
  
  I reviewed the interactions with our Support staff and the Hulu account using the information provided. I understand your financial institution advised of an issue with the refund sent by Hulu. When a card is canceled, the *************** account can still receive funds if issued by the merchant. This also applies to canceled bank accounts. The refund would still need to be further investigated by the financial institution as the funds were issued and are no longer with Hulu. 
  
  I appreciate the opportunity to assist you, and 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 for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22773882
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/06/2025

  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 basic service, $9.99, which I had includes ads. The ads are inappropriate and are not in the same category of the programming; i.e. PG, PG-13, R etc. The ads Hulu shows viewers are offensive and viewers have no way to control which ads they can see. A viewer should not be exposed to explicit ads that violate their beliefs, religious or otherwise. If Hulu is going to charge viewers for ads the viewers should have a say in what ads they want to view. Hulu does not provide a way for customers to view their plan through the TV app, however they do allow customers to change their plan through the app. This is deceptive practice and prevents consumers from reviewing details of the subscription. If we cannot view the plan in the app, we should not be able to change the plan via the app either. Hulu likes to get that money up front so they make it easy for them to collect. They are not thinking about the needs of the customers.

  Business Response

  Date: 01/27/2025

  Hello ******,
  
  
  
  Thank you for writing to us with feedback relating to the ads observed on 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 empathize with your concern regarding the ads and preference for curated ads. All the ads you see must adhere to Hulus ad standards. Hulu accepts advertising based on our ad standards - not based on specific viewpoints or biases. We are committed to ensuring the best possible experience for our viewers and will share your feedback with our team. 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.
  
  Our records indicate you recently switched to our Hulu (No Ads) plan. Hulu strives for a positive experience whenever possible. With that in mind, I have issued a 1-month courtesy refund of $20.25 to the payment method on file, which should appear within seven to ten business days. A confirmation email should also reach your email address; This refund will not cancel your subscription.
  
  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
  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22773060
  
  I am rejecting this response because:
  
  There are two problems presented in the complaint and Hulu only spoke to one problem.

  The first problem is related to lack of control by customers to view ads. The request is to allow customers a way to approve or screen ads. This is because Hulus ads are highly inappropriate and Hulu forces these inappropriate ads on viewers. Erectile dysfunction, tarot card reading, and other sexually explicit ads are not appropriate for ALL viewers and a viewer should have control over that. Customers can control which programming to watch and should also have control over the ads they watch. The problem is Hulu FORCES customers who are paying a service fee to watch a program to view explicit ads which are in no way aligned with the content of the program. Customers have no way of deviating from the inappropriate ads like with regular programming. Ads should be appropriate for ALL viewing audiences and they are not. Given Hulu cannot protect viewers from inappropriate ads, customers should be given the right to reject, and/or screen ads for their appropriateness.
  

  The second problem mentioned in the complaint is Hulu currently does not have a way for the customer to review the plan, subscription plan, details from the app. Customers can pay for and change plans in the app, however the app does not allow customers to review and confirm this is the correct plan. If this is not the correct plan, the customer then has no corrective way from the app to make the change or review the plan details to confirm. As a result a customer could end up paying for months for the wrong plan caught completely unaware. In my case I had to telephone customer service and inquire and was then told by customer service, that is not the plan you actually bought. The plan you want is ___, and the cost of that plan is ___.

  This should not be one-sided where Hulu benefits by collecting money offering no benefit or explanation to the customer. Customers need to view the plan details and price of the current plan from the app after purchase. Failure to include plan details is a deceptive practice.

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

  Business Response

  Date: 02/12/2025

  Hello ******,
  
  
  Thank you for providing additional feedback and insight into the content of the observed ads and the information available within the Hulu app. I would be glad to address these and any other concerns.
  
  I know how uncomfortable something like this can be and want to thank you for the opportunity to assist in resolving this matter. I would be more than happy to investigate this behavior for you further. To further this, I will need to gather a few details to help point us in the right direction. If you could please answer the below questions to the best of your ability, I would greatly appreciate it.
  
  What was the show title, season, and episode number of the content you were watching when the ads aired?
  Do you remember what the inappropriate ad was advertising? Any details of the advertisement would be helpful, including a specific brand, medication, movie, genre, etc. 
  What was the approximate date and time that these advertisements aired?
  
  While I cannot promise any immediate change will come of this investigation as ads are shown based on many factors, it will help us ensure that the content is appropriate for the audience.
  
  I appreciate your perspective regarding the information available within the app relating to ones subscription plan. We offer the convenience of switching to different plans or adding services within the app for a seamless streaming experience. With that said, not all devices are equipped to fully manage the viewers account and subscription as there is private and personal information that must be protected. As a result, viewers must go to ******************************************************************** on a supported browser to view the details and/or manage their accounts. This is also possible on a smartphone browser for convenience. 
  
  Thank you for bringing this to our attention and for your viewership. Please let me know if I can help with any other questions or concerns. I look forward to your response.
  
  
  Best,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 5th, I called Hulu for assistance with signing up for a 3 month Hulu Live subscription for $65.99 for a 3 month period. The representative erroneously signed me up to pay $82.99 per month rather than $65.99 for 3 months. I called Hulu when I noticed the erroneous charge on my credit card bill and they said they could not correct the issue because that promotional offer was no longer available. Furthermore, they could not credit me back the $82.99 I paid for one month because they said I used the service. WELL - I signed up to to pay approximately $22 a month for 3 months, not $82.99 for one month. Hulu needs to correct their representatives error and refund the money that is due to me. This was their error. I really cannot understand how they cannot correct a billing error in this day and age. They said they were sorry and they would speak to the representative but there was nothing more they could do to help me. They advised me to dispute the charge on my credit card bill and I would get my money back (which I did) but my dispute was denied (Not sure why). Unacceptable.

  Business Response

  Date: 01/23/2025

  Hello ********,
  
  Thank you for taking the time to reach out regarding the ******* promotion from last year. My name is *****, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with eligibility and ensuring that I am here to address your concerns thoroughly. 
  
  I located your now canceled account and reviewed your contacts to support from last November. First, after reviewing your interactions with us, I want to extend my sincerest apologies. We take the delivery of excellent customer service very seriously here, and what you experienced is the ***** opposite of the experience we strive to provide in every interaction. I want to share that I have sent feedback to the representatives direct managers for coaching. It appears some information was left out by support that could have helped you make a better-informed decision about the promotion sign-up.
  
  The ******* 3-month discount promotion was available on the website only starting October 17th and to subscribers who had not had an active subscription in the past month or since September 17th, 2024. You were a previous active subscriber through October 27th, 2024, and ineligible for this ******* promotion. While I understand that you did not realize you were being charged the full amount, confirmation screens are presented before processing your payment verifying the charge amount and any applied promotions. I am glad the agent refunded your most recent charge from December 5th for $82.99 due to canceling early on the 7th. This would be the only refund able to be issued due to the use of the ******* service from November 5th through December 4th. I apologize this is not the desired resolution and greatly appreciate your understanding. Instead, I am happy to extend an offer of 1-month credit for the ******* service should you decide to resubscribe which would include an immediate charge.
  
  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: 02/03/2025

   
  Complaint: 22763292
  
  I am rejecting this response because the representative on the phone assured me I would get the promotional price even though my confirm said $82.99. "Rest assured you will get the 3 month promotional". Perhaps Hulu needs to provide better training. I do not see how being given misinformation by your staff becomes the consumer's issue. Also, I spoke with 2 representatives after that who told me they could not adjust my bill but that if I dispute the charges on my credit card, I will get my refund. So 3 of your employees have now provided false information. Also, I received an email marketing the 3 month promotional. Please explain that away. Shameful. Please review the phone call records for documentation.
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 02/20/2025

  Hello ********,
  
  Thank you for your response and for the opportunity to provide some clarification on what further actions will be taken. I want to assure you that we are committed to fully addressing your concerns.
  
  My apologies again for the experience that you had and I want to thank you again for bringing this to our attention. The misinformation provided to you regarding your eligibility for the promotion and the ability to dispute non-fraudulent charges is part of the feedback that was provided to these agents direct managers for coaching. The direct managers are responsible for reviewing and following through with any additional applicable disciplinary or educational opportunities. While I cannot provide details on these specific agents' coaching, I can assure you that all available opportunities will be reviewed, at the very least they will be reminded of the correct information, or where to locate the information they may be unaware of. 
  
  Regarding our marketing emails, we try to ensure recipients are eligible for the promotions contained within the communication but it is possible to receive one you are ineligible for. Just in case, all of our marketing materials contain fine print details on eligibility requirements for promotions being advertised. We do have promotions on our Premium add-ons (Max, Starz, SHOWTIME, etc.) occasionally that current subscribers can take advantage of; promotions for our base plans or bundles normally require a minimum amount of time to have been unsubscribed from services. 
  
  I hope that this additional information has helped assure you that your experience and feedback are important to us. Your feedback is crucial to improving our service and support and we thank you for your time spent in reporting this. 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