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:01/02/2025

  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.

  On Jan 1 I was offered a free three day trail to upgrade my services to hulu + live TV...on Jan 2nd I canceled said upgrade. Found that my account had been charged $19.99. Hulu then refused to refund or credit my account in anyway.

  Business Response

  Date: 01/23/2025

  Hello ******,
  
  Thank you for taking the time to reach out regarding your ******* trial and charge. My name is *****, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with being charged and ensuring that I am here to address your concerns thoroughly. 
  
  Upon locating your account and support cases I reviewed your subscription history and charges. I understand the confusion of being offered a trial only to discover that you were charged. First, I want to explain and confirm the charges and contacts to support seen. I saw a charge of $4.13 for adding ESPN+ to your subscription on December 31st and then you contacted support. Support advised that ******* would be needed to watch the **** network live and ******* was added shortly after. I can confirm the charge of $19.99 happened on December 31st, or January 1st, depending on when the transaction was completed. Both $4.13 and $19.99 charges are prorated charges for immediate access to the product instead of waiting for your next billing date. While I cannot confirm that a ******* trial was presented by the system or successfully redeemed, I am glad to refund you the unexpected charges of $19.99 and the $4.13 charge for ESPN+ due to the minimal use and cancellation of the two services.
  
  I understand the refund I am providing is not the trial time you requested and was not granted. Trials cannot be provided manually, but I hope that you had a chance to experience ******* from January 1st to 10th before it was removed. Should ******* be something that you are interested in adding again, I am also happy to offer you a week of credit upon resubscribing. This means there would be an immediate charge for ******* and 30 days of service, but my 1 week of credit would push that to 37 days total, at no additional charge. Your next charge date will be pushed back by a week as well. The refund has already been issued to you, a total of $24.12 for both charges. Please allow 7-10 business days for the refund to be processed and available in the source account. 
  
  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is ************** if more immediate assistance is needed. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.
  
  All the best,
  ***** *.
  Escalation ********************************** Direct-to-Consumer
  

• Initial Complaint

  Date:01/02/2025

  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.

  ************************** has taken money out of my account in 6/2024 for $7.99, 7/2024 for $7.99, 9/2024 for $7.99, 11/2024 for $9.99, 12/2024 for $9.99 and 01/02/2025 for $10.94. I called on 01/02/2025 to inquire about the charges and was advised by Tosin she couldn't find account. Tosin was able to find account using the last four digits of my new debit card. Tosin advised my email address is not on the account and they can't give me the email address on the file and there hasn't been any activity on the account. ***** also advised she can only reverse the pending charge for 1/2025 in the amount of $10.94 and I would need to dispute charges with bank. I never authorized the transactions and would like a refund.

  Business Response

  Date: 01/21/2025

  Hello Camryn,

  My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely appreciate you reaching out to us regarding the unauthorized charges from Hulu. I apologize for any frustration this situation may have caused and am dedicated to resolving your concerns.

  Upon reviewing the information you provided, I was able to locate the account in question. It appears that your bank has processed chargebacks for some of the additional charges. At this time, we are unable to take action regarding concessions for this account; However, I can confirm that the account has been canceled as of January 2nd, 2025, and you should not receive any additional charges going forward.

  Thank you for bringing this issue to our attention and allowing us the opportunity to assist you. Should you have any further questions or concerns, please feel free to reach out to us via phone or chat support at **************. I hope you have a great rest of your week. 

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

• Initial Complaint

  Date:01/01/2025

  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.

  Someone opened this account with my credit card information. I only noticed because I have an account that I have billed from one card, but noticed I was also being billed for another service on my other credit card ending in 7139. I do not have another HULU account that I am paying for willingly. I want this account canceled, but cannot cancel it through the website because I do not know what email or name is being used in order to sign up for the account. I am frustrated and want this canceled immediately.

  Business Response

  Date: 01/22/2025

  Hello *********,

  My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely appreciate you reaching out to us regarding the difficulties you have experienced while attempting to cancel an ongoing subscription. I apologize for any frustration this situation may have caused, and I am dedicated to addressing your concerns.

  Upon reviewing the information you provided, I confirmed that the account in question was successfully canceled on December 7th, 2024, by a support agent, and you should not be receiving any further charges. Additionally, I can verify that there are no related accounts with similar information that would be actively charging you.

  If you have been experiencing any additional charges beyond the canceled subscription, please do not hesitate to respond to this message or contact our support agents directly. We will be happy to investigate the matter further.

  Thank you for bringing this issue to our attention and giving us the opportunity to assist you. Should you have any further questions or concerns, please feel free to reach out to us via phone or chat support at **************. I hope the remainder of your week is enjoyable.

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

• Initial Complaint

  Date:01/01/2025

  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 signed up for the black friday sale of getting ****** and hulu basic back in late november for 2.99 a month for a full year. just as I did in 2023. Somehow that did not take apparently as hulu and ****** are now trying to charge me the full amount. I would like for either this promotion to be honored for the next 12 months, or my subscription to be cancelled immediately. I have a child with very serious medical issues and I cannot afford the regular price.Thank you!

  Business Response

  Date: 01/23/2025

  Hi ******,
  
  Thank you for taking the time to reach out regarding the Black Friday promotion and your account. My name is ****, and I am an Escalation Specialist with 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. 
  
  Our Black Friday promotion had eligibility requirements that your current account did not meet. The requirement was that the account had to not have an active subscription attached to it within 30 days before signing up for the new Black Friday promotion. Since the account under the email provided was still active with last year's Black Friday promotion, it did not fall under the eligibility requirements. As a courtesy, I have refunded the most recent charge that was not under the Black Friday promotion. This refund totals to $10.99 and can take up to 7 to 10 business days to appear in your account. 
  
  I hope you find this information helpful. Thank you for allowing me the 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 ******************* Entertainment
  

• Initial Complaint

  Date:01/01/2025

  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 subscribe to the ****** bundle through *******, as I have for years. Last month Hulu stopped working (it is always unstable, but now it wants me to activate my account--which does not work), but ******+ still works fine. I have spent over 2 hours on the phone with support trying to reach a resolution, but they refuse to provide one other than creating a new email address and paying an additional $16.99/mo directly to Hulu to get access to the services for which I am already paying. The technical support department acknowledges there is a known issue, but refuses to provide an estimated time that I can expect a fix and they also refuse to provide a way of speaking with someone who is willing and able to help. At this point, I am reaching out via the BBB in hopes that I can find someone who is willing to help. The case number is ********.

  Business Response

  Date: 01/23/2025

  Hi ****,
  
  Thank you for taking the time to reach out regarding this issue of accessing Hulu from your ******* bundle from *******. My name is ****, and I am an Escalation Specialist here 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. 
  
  To provide context, your Hulu service appears to have been deactivated for an unknown reason, which is usually remedied by reactivating the service. Activation issues from the ******* bundle can be caused by a couple of issues. The first issue is that when attempting to activate the Hulu portion of the bundle, ******* sometimes attempts to apply the bundle to a Hulu account using a different email. This can happen when a viewer has had a Hulu account in the past under a different email than the one they are currently trying to use. The second factor that can cause activation issues is a broken token ******* provides to the Hulu account and does not allow activation to be completed. To resolve both of these issues, we recommend contacting ******* directly and requesting that the ******* bundle promo be removed from your account and then re-applied. This will allow ******* to provide you with a new token for the bundle, which should allow the Hulu account with your desired email address to activate. 
  
  I hope you find this information helpful. Thank you for allowing me the 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 ******************* Entertainment
  

• Initial Complaint

  Date:12/31/2024

  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.

  This complaint is regarding **** (Escalation Team Member with Hulu customer service). He was extremely rude and condescending. I asked right away for a manager for a refund. I pay $11 a month due to known sign in error with ******. (I am a very early customer of **********************, before the bundles came out) (some customers could not log onto ****** thru ********************** so they had to pay for hulu bundle AND pay for ****** separately). He refused to have the *** take the call. He and the initial *** kept me on the phone for 40 minutes before he decided to take the call. He was a real d*** who came on the phone yelling and over talking me (I really hope someone reviews that call, he should not be allowed to work customer service). I never got my refund (I was charged $26.99 instead of the $11, AND IM STILL PAYONG FOR ******. CLASS ACTION SUIT CAUSE YOU NEVER KNOW WHO YOURE STEALING FROM HULU. And then have the worst customer service agents not assisting valuable long time customers. The only thing that will stop me from taking legal action is if I get my refund AND SOMEONE REVIEWS THAT CALL FROM ****.

  Business Response

  Date: 01/20/2025

  Hello ******,
  
  
  Thank you for writing about the billing related to your streaming subscription and feedback about a recent interaction with our customer service team. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address all of your concerns fully.
  
  I located your Hulu subscription and the conversations with our agents using the provided information. I regret how the conversations played out. At Hulu support, we strive to provide the highest level of excellent-quality support at all levels of our customer service department, and unfortunately, we may have missed the **** this time. Your feedback has reached our management team for action.
  
  Our records indicate that your subscription was receiving a discount for a split-billed plan to avoid charging you double for one service. That discount elapsed after the extra, unused service was canceled which also stopped the split billing for the remaining account. I confirmed the billing is working as intended, and appreciate your feedback. 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. Thank you again for 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.
  
  
  Thank you,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/29/2024

  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.

  In November of 2024 I changed my account from **********************+ ****** to Hulu+******+****. I had previously had a promotion for Hulu+****** which was about to expire, and my account management within Hulu was giving me a new promotion for a bundle of Hulu+******+**** for 5 dollars a month. I checked the upcoming charges for the next 12 months, and yes, it was 5 dollars for all 12. About a month later I get a charge from Hulu for the full price for the bundle. When I called up support, each person I talked to was giving me answers that made zero sense. Ultimately it came down to because I had cancelled my separate ESPN+ account, they took that "promotion" away. But on further questioning, the higher management employee said I would have paid the same price of about 11 for ESPN+ app, so where is the promotion? In addition to this, I received no communications of the promotional change, I woke up to a charge of full price, even though I have email documentation of the 5 dollar a month promotion.

  Business Response

  Date: 01/20/2025

  Hello ******,
  
  
  Thank you for writing about the billing related to your streaming 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 all of your concerns fully.
  
  I located your Hulu subscription and the conversations with our agents using the provided information. Our records indicate that your Trio Bundle subscriptions promotion for a $5 discount has elapsed after completing its duration. Additionally, I see the standalone ESPN+ subscription was canceled in December. For transparency, your bundle was receiving a discount for the standalone subscription under the same email address so as not to charge you twice for the same service. I empathize with wanting to ensure the billing is accurate.
  
  I confirmed the billing is working as intended, and appreciate your feedback. 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 for your patience. Thank you again for 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.
  
  
  Thank you,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/28/2024

  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 made a call to inquire about a promotion and was told it was put in place at that time upon calling back weeks later they tried to explain from a confused state that it was then wasnt then back tracked on the fact it wasnt. The company was then told to terminate my account over the phone if they were not honoring the promotions they promised weeks prior and they did not follow through with that either.

  Business Response

  Date: 01/23/2025

  Hello ********,
  
  
  Thank you for writing about the Black Friday promotion and your Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns.
  
  I located the conversation with our agents with the provided information. I regret to hear how the conversations played out regarding the accuracy of information about the promotion having been applied to your account. At ********************** 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.
  
  To clarify on the matter, our records indicate that your Hulu account was deemed ineligible for the Black Friday promotion for the Hulu plan. With that said, your subscription was eligible for the Starz Black Friday promotional which was successfully applied to your Hulu account. Currently, your monthly bill is $9.99 for Hulu and $0.99 for Starz +tax. Regrettably, there is no action Hulu can take regarding the promotion as it has expired. I empathize with wanting to take advantage of both of our Black Friday promotions, and your feedback and interest are greatly appreciated. You are welcome to contact Hulu Support to inquire about any new promotions or offers that may appear in the future. 
  
  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: 01/23/2025

   
  Complaint: 22741140
  
  I am rejecting this response because:

  This is not a resolution. This is Hulu trying to brush off unethical business practice over a minimal amount of money for a longtime customer. As stated in the complaint, I was told on a recorded line that this promotion would be added to my account therefore just telling me to deal with it in other words is not a solution. Additionally, they mention to contact their support. Are they unable to read the complaint? It clearly states this is where the issue took place. Completely rude and insulting to even pretend this offer is an attempted resolution. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/06/2025

  Hello ********,

  Thank you for replying. 
  
  While I understand that it is frustrating to not receive the promotion as desired, as previously stated, our records indicate that your Hulu account was deemed ineligible for the Black Friday promotion. While that may be the case, we were able to find a promotion that you were eligible to receive (Starz Black Friday Promotion), and subsequently have been provided that at this time. Since your account was deemed ineligible for our Black Friday promotion, there would not be any additional action here moving forward. I apologize for any inconvenience. 
  
  I hope this information has been helpful and I appreciate the opportunity to provide you assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels, if any arise. The contact number for support is **************.
  
  Warm regards,
  ****** *.
  Escalation Specialist
  Disney ********************* Direct-to-Consumer

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hulu continues to have numerous disruptions in service in that the service pauses, freezes and yellow ad pops up on right top corner of tv. History is as follows: 1.) 10-19-24 credit of $87.42 provided. 2.) 10-31-24 supervisor ****** provided case # ******** and said HULU is actively working to fix know issues, provided 1-week credit of $21.57 (Has Not Arrived Yet) 3. 12-26-24 spoke with **** who hung up on us, called back spoke with **** waited 15 minutes for supv. asked for call back as of writing this crickets. With the ongoing service interruptions HULU keeps raising our monthly bill. Request refund of $93.82 monthly, return to original rate until such time as HULU provides the service that we are paying for.

  Business Response

  Date: 01/20/2025

  Hi ****,
  
  Thank you for taking the time to reach out regarding the Hulu app freezing when an ad appears. 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. 
  
  We understand the frustration when the service does not work as intended. This particular issue is one that our team is currently working to resolve, but we do not have a definite timeframe for a resolution. Streaming has many moving parts and we must do our due diligence to investigate the issue accurately. With that being said, I have provided a courtesy service credit to the account. This credit is worth 1 month of service and will be used in place of the charge on your next monthly billing date. Your next billing date is March 4th, 2025, which you can confirm on the Hulu account page at ******************************************************************** on a supported browser. We hope to have this issue resolved quickly, but once again, we do not have a definite timeframe for that resolution. 
  
  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 fully. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************. 
  
  All the best,
  **** *.
  Escalation ********************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22739371
  
  I am rejecting this response because:

  Hulu has failed and or refused to address the months of Dec. 2024 charged $93.82, Jan 2025 $93.82 & Feb. 2025 will be charged $93.82 when the service was and continues to be disrupted through no fault of our own. 

  In addition supervisor ****** was to provide a credit of $21.57 on 10-31-24 (Case # ********) which never arrived.

  Provide a refund of $281.46 as well as the $93.82 provided for March for the ongoing disruptions from HULU which they have been aware of since at least 10-19-24. Provide credits monthly in the amounts that HULU will be charging from April 2025 until such time as HULU provides the service that we are paying for.

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

  Business Response

  Date: 02/04/2025

  Hi ****,
  
  Thank you for reaching out again. I would be glad to clarify on the service credits provided by our support team.
  
  The credit provided in case #******** was correctly applied to the account on 10-31-2024, which was used on 11-28-2024 to provide 1 week of service. As stated in the previous response, we have provided an additional 1-month service credit to the account, which covers the charge for February and pushes your billing date forward to 03-04-2025. To reiterate, you will not be charged to your payment method on file for February, as it will be covered by a credit currently on the account. This is in addition to the refund of $87.42 provided on 10-19-2024 bringing the total concessions value to $195.64. We are not able to provide monthly service credits for this issue to set the correct expectations. We empathize with the service not working as intended at all times but rest assured, we are actively working to resolve the issue. 
  
  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 fully. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************. 
  
  All the best,
  **** *.
  Escalation ********************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22739371
  
  I am rejecting this response because:

  It has been four (4) months that HULU has been made aware daily service disruptions with no end in sight. At this time we are unable to accept this offer since it could take many more months and or years for HULU to fix the daily service disruptions. As a counter offer we would accept a 75% monthly service credit for twelve (12) months and if the daily service disruptions are not fixed within the twelve (12) months we reserve the right to appeal at that time for a new resolution if it is not fixed by March 2026. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/24/2025

  Hi ****,
  
  Thank you for the additional information. While your patronage is greatly appreciated, we would not be able to apply the credit requested. Our team is actively working to resolve this matter, and we do not have a definite timeframe for a resolution to set the correct expectations. We understand the frustration experienced when the service does not work as intended, and the additional feedback has been noted. At this time, we have exhausted all credit options available. 
  
  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 ****************. 
  
  All the best,
  **** *.
  Escalation ********************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:12/26/2024

  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 at least the current year (2024), I have been paying for the Hulu (No Ads) + **************** (No Ads), and ESPN+ (With Ads) (Monthly) subscription for $89.99 a month up to October. For November and December, the price rose to $95.99 a month. For the past year, I have not been able to gain access to the ****** + feature. I have called Hulu and all they have done is refunded me for three (3) months at $2.93 per month. After hours on the phone, they continue to tell me I need to make another email in able to have the ****** + feature. Hulu continues to take my money without fulfilling their end of the agreement. I was also advised by the customer service representative that this is an ongoing issue for some time now and other customers are affected by it. The one thing I did notice is they were very pushy on trying to get me to cancel my current subscription and make another account with a new email.

  Business Response

  Date: 01/15/2025

  Hi Daniel 
  
  Thank you for taking the time to reach out to us about the ******* bundle concern. My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely apologize for any frustration you have experienced.
  
  The issue you're experiencing indicates that the Live TV ******* bundle is activated on a different email account. The system cannot link two accounts, so you receive a sign-up prompt when logging in. This often happens because viewers are still logged in or the web browser is auto-filling a non-matching email. As a result, the account associated with the incorrect email may get unintentionally activated. The only way to resolve this issue is to use a different email that has never been used before to ensure everything is set up and linked correctly.
  
  I completely understand your desire to recover the charges for a service you could not access. Based on the information you provided, I was able to locate your account. As a one-time courtesy and considering your request, I have refunded your most recent charge of $95.99. This entire amount has been refunded to compensate for the months you couldn't access *******. The refund should be credited back to the payment method you have on file. Depending on your financial institution, it may take 7-10 business days for the refund to appear.
  
  I hope that providing the best next steps for resolution and the refund has addressed your concerns. We would be glad to assist 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 for taking the time to make us aware of this issue and providing the opportunity to assist. I hope you have an excellent rest of your week.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer