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:12/26/2024

  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.

  I reached out to Hulu Support on 12/26/24 due to ********** offering me an offer to come back. I chatted with the agent and asked if there were any special offers going on currently. He told me no, I mentioned that besides the price my other concern was fast forwarding on the my Roku devices, he mentioned he would note the account. I asked to confirm my billing cycle ended on the 28th. He asked me if I wanted to move forward with the cancelation I told him no, I wanted to reach out to ********** first. A few minutes after our chat I received an email that my account was canceled. I called support right away and a supervisor read the chat and said I was correct but could not correct the issue, my Starz for .99 for 12 months and my **************** monthly credit for 12 months was lost if I wanted to continue the service. I just don't understand why a supervisor could not fix the issue especially when he confirmed that I did not ask to move forward with the cancelation! Now I have no TV service with family over for the holidays and will have to move forward with ******* TV.

  Business Response

  Date: 01/15/2025

  Hello *****,
  
  
  Thank you for writing in about the promotion 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 with a concession offer. If you have any other questions relating to this promotion concern, I recommend that you reply to the email 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
  

• Initial Complaint

  Date:12/24/2024

  Type:Sales and Advertising 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 called Hulu directly on Dec 10 and had the customer service *** apply 2 $50 gift cards to my account. I then asked him when my next billing cycle would start or when the next payment would be due. He said he had to verify with his higher *** and would get back on the line to let me know. He got back on and said rest assured I would not owe anything until Jan 10th. He said he put a note on my account and several times verified Jan 10th and he also said he put a note in there that he talked to his higher ***. Todaydec 24thI come down to turn my tv on.only to find out Hulu is not working. I was so frustrated. I called Hulu again today and had a ver ignorant *** keep me on the phone for over an hour.telling me finally that they could not find a second gift card applied and there was nothing she could do. When I asked her what happened to the second gift cardwhat if the other *** took it and used it.she laughed and said.well I cant speak to that.

  Business Response

  Date: 01/11/2025

  Hello ******,
  
  Thank you for taking the time to reach out regarding your gift card credit and how it was applied to your account. My name is *****, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with support and ensuring that I am here to address your concerns thoroughly. 
  
  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 that some misinformation was presented to you regarding your gift credit and how it applied to your plan I would like to clarify.
   
  As a reminder, the plan that you currently have is priced at $103.86 after tax. This is for the ******* plan which includes ******* and ESPN+ for $87.99 subtotal, plus the Unlimited Screens add-on for $9.99, creating a total of $97.98 before tax ($5.88). The last charge to your card before your gift cards were added was October 5th, 2024 for $97.50 which granted service for full 30 days until November 5th, 2024. The subscription briefly went on hold as the card on file could not be charged. A gift card of $25 was added later that day on November 5th which provided service for 7 days until November 12th. On November 10th when you connected with support I can confirm that two $50 gift cards were able to be applied successfully to the subscription. I want to explain how gift card credit is applied to your subscription and how your billing date can change gift credit does not cover the entire 30-day billing cycle. I appreciate your patience and hope that this explanation helps.
  
  At this point, support should have advised that your $25 credit from November 5th would be used and consumed up to November 12th before checking for any additional gift credit. The November 12th charge did have the two $50 gift cards to draw from and charged the closest to $103.68 as possible to the nearest whole day, which came out to $99.97. This provided 28 days of service to December 10th instead of a full 30 days as the $100 gift credits total was not enough to cover. I see another $50 gift card was able to be added on December 8th, so on December 10th when the $99.97 credit expired, the next $50 credit added was applied for $49.98, carrying the service up to December 24th, 2024, or 14 days.
  
  Your latest charge of $103.86 occurred on December 31st and will provide you with a full 30 days of service until January 31st, 2025. If you would like to keep your subscription billing through gift cards on the 30th/31st monthly, please ensure to add gift cards over the $103.86 expected total to trigger a full 30 days of service to be applied. Any leftover credit will be kept in your gift credit bank for future use. For example, if you added two $50 and one $25 gift card for $125 total, $103.86 would be deducted on January 31st, leaving $21.14. Before the next charge date in 30 days (28 for February month), another $100 (or two $50 gift cards) would need to be added to the $21.14 bank, making $121.14 in gift credit. Then in February, $103.86 would be deducted from the $121.14, now leaving $17.28 in gift credit to be applied to the following month and so on. I sincerely hope that this explanation helps to clear up any confusion about how our gift card credits are applied. 
  
  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:12/24/2024

  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 paying for hulu no ads for over a year while receiving discounts due to me having the ****** bundle through *******. Generally the charges were 6 dollars but the last few months i have been charged full price,19 dollars and would have to call in to only receive a 8 or 9 dollars refund. I am seeking this to be returned to the 6 dollar cost as well as receive compensation for being overcharged.

  Business Response

  Date: 01/14/2025

  Hi Sandra 
  
  Thank you for taking the time to reach out to us about the ******* discount concern. My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely apologize for any frustration you have experienced.
  
  I completely understand your desire to recover the charges for a service included in your ******* promotion. Using the information you provided, I was able to locate your account. Upon reviewing your subscription history, I noticed that the account linked to the email you used to reach out was never activated correctly. This is why you incurred full charges. To properly set up your account, you should activate Hulu by accessing your ******* Manage Account page or using the reminder email that ******* sends.
  
  Im glad to confirm that your account has now been linked correctly. Since your initial inquiry in August 2024, Hulu has refunded $77.94 due to the activation issue. If there are any remaining charges you would like to reverse, we recommend contacting your bank to dispute those transactions. As part of that process, they may request refunds as chargebacks. Please note that while Hulu cannot guarantee action from your bank, we do comply fully with secure refund requests made by banks.
  
  I hope that providing the best next steps for resolution 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
  
  

  Customer Answer

  Date: 01/14/2025

   
  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:12/24/2024

  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 purchased a subscription with Hulu since July 2024, every time I go to log in and actually use the service it provides me an error message. Which explains we are having trouble playing this so I try a new title and I get the message again. I dont have any other issues with other streaming services in my ps5. Hulu is the only issue. I reached out to customer service to request a refund for the amount Ive paid towards Hulu since July 2024 because Im being denied access to an account I pay for and they have no problem taking my money. I reached out to customer service and they explained that other ps5 users were having similar problems but they arent fixing the issue since July at the very least. This is an ongoing issue that there known about and continue to take my money but are refusing to refund me for the Hulu charges since July. They are saying they can only refund me 4 months which Ive been paining now for 6. So they are taking my money and refusing to provide the service Im paying for. I spoke with a manager who refused to cancel my account as I requested as well. Managers name was ****** m

  Business Response

  Date: 01/13/2025

  Hi Kayla 
  
  My name is ****, and I am Resolution Specialist with Hulu Support. Thank you for taking the time to reach out to us about the experience with your Hulu. I sincerely apologize for any frustration you may have experienced.
  
  Through my research I was able to locate the account you were charged for and the interaction you had with support. I am glad that our agent was able to cancel the subscription for you and provide four months of refunds totaling $41.96. As it stands, we have exhausted the extent of refunds we can provide to you. Your feedback is greatly appreciated, and I will ensure that your experience is shared with the appropriate teams. 
  
  As for the remaining charges you wish to reverse, I recommend you reach out to your bank to dispute the transactions. As part of this process, they may be able to 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.
  
  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 reach out and providing the opportunity to us to assist, and I hope you have a wonderful rest of your week.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  
  

• Initial Complaint

  Date:12/23/2024

  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.

  We canceled are subscription and they keep pulling money out of our account and saying that they cant find it, but our bank shows it every month

  Business Response

  Date: 01/13/2025

  Hi Chad 
  
  
  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 6/202. 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:12/23/2024

  Type:Sales and Advertising 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 advertised that they had multiple movies that I wanted to watch but now after signing up they want me to pay more for other subscriptions to have said movies available to me. This is clearly false advertisement

  Business Response

  Date: 01/15/2025

  Hello ******,
  
  Thank you for taking the time to reach out to us about your Hulu 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.
  
  We would like to thank you for your patronage to our streaming services. While we understand that content offerings are colorful and vast, we continue to offer an ongoing subscription service so that our viewers are capable of adding and removing different plans for their own specific content needs.
  
  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 ****************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:12/23/2024

  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 have been trying to get this sorted out for a month now and have reached out to your support three times trying to get this sorted out. I got the ****** plus hulu bundle and keep trying to activate hulu. Every time I do I get a grey screen and it just buffers and buffers and nothing happens. I have unsigned up and resigned up, tried changing the email i was using (i have tried ********************* ************************* and ****************** and ******************** When I talked to support they told me to buy a new account! I already own an account and i have the 2.99 deal! This is ridiculous! There are certain things even with the bundle I cannot access through ****** plus i would like to access on Hulu, Please get this resolved ASAP

  Business Response

  Date: 01/13/2025

  Greetings *******,
  

  Thank you for reaching out regarding the issues you have encountered while activating Hulu as part of your ******* Bundle. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to sincerely apologize for the inconvenience and frustration this situation may have caused.
  

  I understand how important it is to have uninterrupted access to the services you have subscribed to, and I apologize for the inconvenience you experienced during this process. Based on your recent interaction with Hulu Support, it seems that steps were taken to resolve the issue, including updating your account details and ensuring they are aligned with the correct email. With that being said, I want to confirm that everything is fully resolved on your end.
  

  If there is anything still unresolved or specific features you are having trouble with, please do not hesitate to let us know. We are committed to making sure you have the best possible experience with Hulu and your ******* Bundle.
  

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

• Initial Complaint

  Date:12/21/2024

  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.

  I am expected to maintain a single account (such as ******** Hulu, etc.) that allows access across multiple devices. However, both ******* and Hulu are compelling me to make multiple payments for the same service (for instance, through my iPhone and various credit card options). Consequently, I find myself paying repeatedly for a service that should only require a single payment. Despite being billed for monthly services via my iPhone, my access to Hulu and other ******* services was terminated because they were unable to charge my card. There is an expectation of a unified account with universal access, yet I am being charged from three different sources while facing disconnections when attempting to log in on other devices. It is unacceptable to be billed three times a month for their services while my accounts remain disconnected. This behavior appears to be predatory and has persisted for nearly two years. I am seeking a refund for all the additional payments I have made each month, which should not have been necessary. (I live in an ALL PARTY state. Do not call me on a monitored or a recorded line, as I do not consent).

  Business Response

  Date: 01/10/2025

  Hi ******,
  
  Thank you for taking the time to reach out to us about the unexpected Hulu charges you received. My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely apologize for any frustration you have experienced.
  
  We value your time and feedback on your experience with the Hulu application and Hulu support. We consider all feedback from viewers to be essential in improving our services. It is not uncommon for a household to have multiple subscriptions with the two-screen limitations of our video-on-demand subscriptions. 
  
  For your convenience, I have also located the relevant terms: Section 4.9 Third-Party Billing. If you want to cancel or modify your subscription or manage your billing, you may need to do so through your account with such third-party. Hulu will not be liable to you for any claims arising out of or related to your purchase or use of third-party products or services.
  
  You can also request a refund from the third party. I can provide you with a link to see more about the request directly from ******
  
  ****************************************
  
  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 reach out to us and providing the opportunity for us to assist. I hope you have a wonderful rest of your week.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Order 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 attempted fraud. I went to cancel my subscription. I was offered a 2.99 for 6 month deal to not cancel and I took it. A few days later I wondered what my ****** add on was going to cost with this new price and forgot all about it when I saw Hulu still had me listed as paying the full price. I chatted with a *** that told me I switched to bundle duo basic, which I never did. I was kept in the chat for 30 minutes with the promise hed speak to a superior to see if he could offer me anything. Then the chat disconnected after all that waiting.I want 2.99 a month for 6 months from Hulu as offered. Plus ****** add on or another add on, for free, for the deception.

  Business Response

  Date: 01/12/2025

  Greetings Crystal,
  

  Thank you for reaching out regarding the issues you have experienced redeeming the offer you received. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to sincerely apologize for any frustration this has caused and assure you that I am here to help.
  

  Using the information you provided, I was unable to locate the account charging you. Therefore, we need to collect some additional information to locate the charges. I will send you a separate email with the subject line "Hulu Support Follow-UpBBB ********" so that we can securely collect this information.
  

  I truly appreciate your patience as we work to resolve this. Please feel free to reach out, whether through this platform or by contacting our Viewer Experience Team. We are dedicated to ensuring your experience with Hulu is a positive one.
  

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

  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22698241
  
  I am rejecting this response because: I dont understand the supposed confusion on the part of the *** that my account is difficult to find as well as no follow up email has ever been sent to me.  Nothing has changed except Hulu ***lied to the bbb complaint well after it was closed due to hulus non response 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/24/2025

  Hello *******,
  
  
  Thank you for responding. I apologize for the email not having reached you sooner as a result of a technical issue. Rest assured that I am committed to addressing your concern fully.
  
  I have resent the email intended to gather information to locate and verify the subscription in question. The email will be titled Hulu Support Follow-UpBBB ********. Please do not hesitate to let me know if I can help with anything else within that email communication as well.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22698241
  
  I am rejecting this response because:

  this response states they sent me a letter asking for more information, this email I received was asking me to verify my identity and nothing more.  This is not a solution
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/10/2025

  Hello *******,
  
  Thank you for responding to my email communication with the requested information. Rest assured I am committed to addressing this as best I can.
  
  I successfully located the account in question using the information you provided our teams. I understand how disappointing it must have been to expect the $2.99 offer only to encounter issues with your charges. To make things right, I have successfully processed a refund of $11.72, which should appear in your account within 7-10 business days. Additionally, if you choose to re-subscribe and pay for the first month of service, we offer you a 3-month credit at the same plan rate. While we recognize that the automated offer could not be applied directly to your account, I hope this solution will bring some relief.

  We deeply value your feedback, and I truly appreciate your patience throughout this process. If you decide to take advantage of the 3-month credit or need further assistance with your account, please do not hesitate to reach out. We are always here to help and ensure your experience with Hulu meets your expectations. You may reply to this BBB case advising that you have resubscribed, and I would be happy to facilitate the adding of the 3-month service credit.
  
  Thank you again for your patience and for bringing this issue to our attention. If you have any additional questions or concerns, our Viewer Experience Team is available 24/7 at ****************. We are happy to assist in any way we can.
  
  Warm regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22698241
  
  I am rejecting this response because:no response
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/23/2025

  Hello *******,
  
  Thank you for your response, and I am sorry to hear that our initial resolution did not fully meet your expectations. We sincerely want to make things right and ensure your Hulu experience improves.
  
  While we cannot offer additional compensation beyond what was previously provided, I want to reassure you that the $11.72 refund and the 3-month credit offer at the $2.99 rate are the best solutions we can extend at this time. We truly hope this will help address your concerns.
  
  If you would like to proceed with the offer or have any other questions, please do not hesitate to reach out. We are here to assist.

  Thank you again for your understanding.
  
  Best regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22698241
  
  I am rejecting this response because:anytime bbb closes the case, then you reply past the point you were required to respond. EVERY TIME. I posted 10 images of customer service that failed to honor what was promised and a big amount of time wasted. I dont believe I ever wrote you could give me a higher amount resolution in the way you wrote.  Im stating I reject your offer.  It is not what I requested. And again simply, even this customer service with you is unsatisfactory. Im tired of the case being closed and the hours later theres a new response and the case is reopened. You are not going to give what I stated was the desired resolution and continue to waste my time.  It feels like trying to tire me out. Im not accepting anything other than what I feel is appropriate. But you can keep waiting the same thing over and over til the case is closed and then reopened. I will copy and paste this same response.  Hulu should respect peoples time and not do this. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/16/2024

  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 has erroneously charged my ****** account for addon channels-Showtime/*********. I DID not add myself. I do have a monthly Hulu base plan I do have. I spoke with **** service *** today to request refund and to stop charges. They were only able to refund me 3 months and no further. Hulu has been billing me an extra ***** every month since July 2023. They told me to take the issue to my bank or ******** They are not the ones billing this extra charge!I am unable to add copy further charges from Hulu because did not have these on web site.I checked with my bank and the extra charges were being billed to ****** starting 7/17/2023 to the present.

  Business Response

  Date: 01/08/2025

  Hello *****,
  
  Thank you for reaching out about the email you received when changing your plan. My name is *******, and I am an Escalation Specialist with Hulu Support. I understand how frustrating this situation has been, and I am here to help resolve it for you.
  
  I completely empathize with your concern regarding the unexpected charges. After reviewing the details you provided, I was able to locate your account and your interaction with our support team on December 16th. During that time, we processed a refund of $69.71, which covered four months of the Paramount+ with SHOWTIME add-on. We have also removed these add-ons from your account to prevent any further charges from occurring.
  
  I know this situation has been inconvenient, and I sincerely apologize for any frustration it has caused. With the refunds processed during your previous interaction with our team, we have reached the maximum level of assistance we can offer. If you believe further reimbursement is necessary, we recommend disputing the charges directly with your bank. Please note, however, that any decisions made by the bank are entirely at their discretion.
  
  We truly appreciate your feedback as it helps us continually improve our streaming experience. If you have any more questions or need further assistance, please do not hesitate to contact our Viewer Experience Team at ****************. Were available 24/7 and always here to support you.
  
  Warm regards,
  ******* *.
  ******************** ****** Direct-to-Consumer