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:12/16/2024

  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 battling Hulu for the better part of a year with this issue. Late last winter, I added Hulu live to our package after building a new home. If I remember correctly, for the first month or two, I was able to watch Hulu live on every TV in the house. After this period, I started getting alerts about changing my home location. My wife and I have both called into Hulu at least a dozen times and in the beginning they informed me that the issue was because I have to run two ******* Wireless internet boxes due to the size and material we used to build out home. I have done every troubleshooting thing that Hulu has asked including but not limited to trying to get ******* to match the ** addresses (not possible according to *******) and purchasing wifi extenders (I've spent hundreds). After trying all of this, we finally got the issue escalated at Hulu and we were told that the general rule of thumb is that Live can only be used on one ** address. Since I had delt with this issue for months, they agreed that they would allow me to use it on both ** addresses due to the specifics of the case. For quite some time I was able to watch Live on all TVs in my house but after a power outage, everything went back to the old ways. I've called in 3x in the last two weeks and Hulu is not making good on what they told me. There has to be a way as I should not have to pay for two Live subscriptions to watch tv in all rooms of my house.Also, no other internet provider is an option due to our location.

  Business Response

  Date: 01/06/2025

  Hi ****, 
  
  Thank you for taking the time to reach out regarding the ** address issue and having multiple ******* internet boxes in the household. 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 *************** is meant for single-household use wherein the average environment is only one router with one ** address. Our system determines a household by the ** address the account is associated with. If living room devices (TVs, streaming devices, gaming consoles) are on two different ** addresses and trying to use the same Hulu account, the system will ask to update the home location each time the account is logged into another living room device that is connected to a different ** address. Since ******* is providing you with multiple ** addresses, this will cause the issues you are experiencing with our ***************. We currently do not have a way to allow a Hulu account to have multiple ** addresses associated with a single household aside from the workaround of the account holder contacting Hulu for assistance in the event that you are unable to access your service. That being said, 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 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 Specialist
  ****************************-to-Consumer
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22692399
  
  I am rejecting this response because:

  Your response offered no solution. I mentioned in my original message that you could add a second live subscription to my account and just have a monthly credit to cancel out the cost of that second subscription  

  Additionally, 21 days for a response? After the better part of a year of spending hours on a monthly basis on the phone with Hulu, not having supervisors call me back like they are supposed to, not being able to watch live tv in my whole house although I pay for it, etc, I finally came to BBB to escalate the situation since Hulu employees dont seem to care. Even with the escalation to BBB I still sat ignored for 3 whole weeks?!

  If this isnt resolved by end of month to my satisfaction, I will be canceling all things Hulu. Im a man of principle and this is simply unacceptable. Ill also do my best to go scorched earth on social media platforms to get the word out about issues with Hulu including a lack of customer service.

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

  Business Response

  Date: 01/16/2025

  Hi ****,
  
  Thank you for writing back with the additional feedback.
  
  Our ******* subscription is meant for single-household use, regardless of the size or material of the building the subscription is used in. Regarding your suggestion of providing a second Hulu + ******* subscription and providing credit to cancel out the cost of the second account, this is not a solution we can implement. If a second ******* subscription is needed, then it would be treated as its own subscription and the cost for the second account would be the normal monthly amount for that plan. I empathize with wanting services to work without issue in all areas of your home, and this pain point has been shared with our team as feedback.
  
  For transparency, the only alternative to ensure no interruptions to your service is to switch to a plan without *******,  the ** address would no longer be a factor in being able to access all of your subscribed services should you choose to downgrade. I empathize that not having ******* is not an acceptable solution; however, I want you to be informed on what options exist for you as a consumer to decide how to proceed. We hope you remain a subscriber and appreciate your viewership. Lastly, I have linked the help site article with our home rules below for your convenience:
  
  ***********************************************************************************
  
  I hope you find this additional 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 Specialist
  ****************************-to-Consumer
  

  
  

• Initial Complaint

  Date:12/16/2024

  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 used them for a while and wanted to redeem a gift card to pay for the service, but they are not allowing me to do so. I&#**;ve been able to use them continuously for a long time (at least a year) but they are now saying they need to have a back up credit/debit card.

  Business Response

  Date: 01/01/2025

  Dear ******,

  My name is ****, and I am an Escalation Specialist with Hulu Support. I sincerely appreciate you reaching out to us regarding the difficulty you have encountered when attempting to use a gift card to establish a subscription. I apologize for any frustration this situation may have caused, and I am committed to addressing your concerns.

  In reference to the requirement for a backup credit or debit card, that should not be necessary in this situation and you should be able to successfully sign up for the service using only a gift card by visiting the following link: *******************************************************. Signing up through this specific link will designate the gift card as your primary payment method and should not prompt for a credit or debit card; However, please be aware that some services may still require a payment method on file and could potentially be unavailable when signing up in this manner. Should you have any questions about any particular service, add-on, or plan in relation to gift cards, I would be happy to help.

  Thank you for taking the time to bring this issue to our attention and allowing us the opportunity to assist. Should you have any further questions or concerns, please do not hesitate to reach out to us through our phone or chat support channels at **************. I hope you have a good rest of your week.

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

  
  

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22692295
  
  I am rejecting this response because:

  Thank you for reaching out to me to try and resolve this problem, Thank you for sending the link to try and use the gift card I purchased. It does show good faith, but I am not happy because as you agree with me that no one needs a debit card or credit card to use a gift card, you didn't change you policy. So going forward, one would still have to use one of those methods in order to redeem a gift card. In your letter you are still saying as protocol, that one would have to have a credit card or debit card on file to continue to use Hulu. I do not agree with that policy and it needs to be changed. If I max out the gift card, so be it. I would choose to get another one at my convenience and carry on the service or not. That is the  customer/consumer's prerogative.  **********************/****** has no right to go into my credit card or debit card to continue services someone would not want to retain. If their ethics are pure, it would not be necessary. They are advertising the cards and people are buying the card to use to protect their credit card and debit card and other banking information. That is why I use them.  So why do they not just honor the gift card that is already bought and paid for? Just redeem it and go on and when it runs out, shut down the service or put it on hold till another one is redeemed. I feel this is a bait and switch operation.  For some reason they are gathering banking information that is none of their concern.

  So, No, I do not accept this answer. They are not changing their policy to make the cards easier to use.  

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

  Business Response

  Date: 01/17/2025

  Hello ******,

  Thank you for taking the time to reach back out to us with your questions regarding the use of gift cards with our service. I am happy to assist you and provide clarity on any remaining concerns.

  You can establish a Hulu subscription using a gift card through the link I previously provided. This will enable the gift card to serve as the primary payment method without the need to add a backup payment method, such as a credit or debit card. The only situation in which we would require a backup form of payment is if you choose to add any Premium Add-ons to the account, such as STARZ, SHOWTIME + Paramount+, CINEMAX, etc.

  For additional information on our gift cards and their limitations, please feel free to visit *********************************************************************************.

  I hope this clarifies your concerns regarding Hulu gift cards and billing information. Should you require further assistance, please do not hesitate to reach out to us by phone at ************** or through chat anytime. 

  I wish you a wonderful remainder of your week.

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

• Initial Complaint

  Date:12/15/2024

  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.

  Over the past 1218 months, Hulu has been charging me twice for the same account. I have been paying for my Hulu subscription through my provider, *******, and only recently noticed that Hulu never stopped charging me directly for the existing subscription under the same email and account.I contacted their customer service and was given two conflicting explanations for this issue:1. The plan was not properly "stacked" when I originally signed up (an error attributed to either Hulu or Verizon).2. When I escalated the issue to a manager, the narrative changed. I was told that I was responsible for canceling the existing subscription under the same email/********** seems to me that Hulu entered into a contract with ******* without adequately addressing the potential for customers to be double-billed for their services. To resolve this, Hulu offered me only about 20% of the money they improperly charged, arguing that it was my responsibility to understand how their internal billing systems function when signing up through *******. This is despite the fact that they could have implemented a system to identify already-subscribed emails and ensure duplicate billing doesn't occur. This is not an unreasonable expectation, and the customer should not be held liable for such a gross oversight.Furthermore, third-party forums and articles suggest this issue is quite common. Unfortunately, Hulu's customer service representatives lack the ability to resolve this fully and can only issue refunds for up to four months in their system.I am filing this complaint to seek fair compensation, which should be the full amount I was overbilled.

  Business Response

  Date: 01/07/2025

  Hello *******,
  
  
  Thank you for writing about your Hulu subscription and the associated billing concerns. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address all of your concerns.
  
  I located your Hulu subscription and the conversations with our agent using the provided information. While services may be agreed upon with *******, the subscription does not automatically start on our end. As for the billing for the ******* service, you were advised to contact them to discuss any remaining options regarding a concession for payments made for unrendered services. Nevertheless, our team aided with addressing the extra set of charges which was confirmed to be under a secondary email address. Our support agent issued a refund totaling $109.92 on December 13th, 2024. This refund exhausts all available concession options from Hulu to set the correct expectations. 
  
  If you wish to check for all possible means for reversing the remaining charges for the Hulu accounts, I recommend contacting your bank to discuss a possible dispute. As part of this process, they may request refunds against those charges in the form of chargebacks. Hulu cannot guarantee any action from your bank, but Hulu complies in full with refunds requested securely from banks.
  
  I 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: 01/07/2025

  Dear *******,  
  
  Thank you for your response and for addressing my concerns regarding the double billing issue. I appreciate the refund of $109.92 that has been issued; however, I must respectfully disagree with the resolution you have proposed.  
  
  The issue at hand is not merely about the subscription being linked to a secondary email address, but rather a systemic oversight on Hulu's end. Hulu failed to implement safeguards to prevent double billing for accounts using the same email address and payment details. This oversight is not the responsibility of the customer, nor should the burden of understanding and navigating Hulu's internal billing systems fall on the consumer.  
  
  Furthermore, advising me to contact my bank to pursue chargebacks for the remaining charges does not resolve the core issue. The responsibility to ensure accurate billing lies with Hulu, and it is disappointing that Hulu has not taken full accountability for this mistake. I have also seen numerous similar complaints on third-party forums, indicating this is not an isolated issue but a recurring problem affecting other customers as well.  
  
  While I understand that Hulu has its policies regarding refunds, I believe it is only fair and reasonable for Hulu to provide a full refund for all charges resulting from this double billing error. I kindly request that you revisit my case and escalate it further if necessary.  
  
  Thank you for your time and for giving this matter the attention it deserves. I look forward to your response. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/20/2025

  Hello *******,
  
  
  Thank you for writing back. Our team is committed to providing you with the best resolution possible.
  
  I empathize with the initial frustrations, and your additional feedback on the billing for subscriptions from third-party providers. 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. While I do not have any further information I can share on this topic as all billing actions on our end have been exhausted, we are committed to addressing all of your concerns as best we can. For the request for additional refunds, I must recommend again that you speak with your financial institution about any options they may have to help. 
  
  Never hesitate to contact us if you wish for further aid with any other questions or concerns. We are always available, and the contact number for support is **************.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22690779
  
  Dear *******,

  
  Thank you for your response and for acknowledging my concerns regarding the double billing issue. While I appreciate your empathy and commitment to addressing my feedback, I find it disappointing that Hulu is unable to provide a resolution beyond the partial refund already issued.

  
  As stated in my previous correspondence, this issue stems from a systemic oversight on Hulu's part, where safeguards to prevent duplicate charges for accounts linked to the same email and payment information were not implemented. This failure is not the responsibility of the customer, and it is unreasonable to expect me to shoulder the financial burden of an error that was entirely avoidable.

  
  While I understand your recommendation to contact my financial institution for further recourse, this approach shifts accountability away from Hulu, where it rightfully belongs. It is disappointing that a service of Hulu's caliber would not take full ownership of this issue and work toward a more equitable resolution.

  
  I would like to request one final escalation of this matter to a higher authority within Hulu's management or billing department. If no further recourse is possible, I will explore other avenues to seek a fair resolution, including regulatory bodies and consumer protection organizations.
  I remain hopeful that Hulu will reconsider its position and resolve this matter appropriately. Thank you for your time and continued attention to this issue.

  
  Sincerely,
  *******
  

  Business Response

  Date: 01/29/2025

  Hello *******,
  
  
  Thank you for writing back with the additional feedback. Your input has reached our teams. Regrettably, there is no further action Hulu can take. I also have no additional information to share on this matter. If you have any other questions or concerns, I would be glad to answer them.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/15/2024

  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 signed up for a free trial of ********* with ******** and in the email confirming the subscription which included a free trial, the trial date isnt shown nor does it state trial period in email whatsoever. It should as it is an agreement. This feels like a trap to forget the free trial date so they can charge me. Also it needs to state the date it would cut off the free trial at This whole email Is problematic since it doesnt state these very important sections of the agreement

  Business Response

  Date: 01/08/2025

  Hello,
  

  Thank you for reaching out to us regarding the email you received when changing your plan. My name is *******, and I am an Escalation Specialist with Hulu support. I understand how important it is to have clear details about your subscription, especially regarding free trial periods. I appreciate you bringing this matter to our attention, and I am here to assist in resolving any confusion.
  

  I would like to assure you that our standard practice includes displaying the free trial end date in the confirmation emails sent to subscribers upon signing up for or updating their plans. This information is typically included under the subscription details, clearly indicating when the free trial period will end. This helps our subscribers stay informed about their trial periods and manage their subscriptions accordingly.
  

  We understand the importance of clear and transparent communication regarding subscription details. Based on your feedback, we will further review our email templates to ensure that key information, such as the free trial end date and the duration of the trial period, is prominently displayed to prevent any potential confusion. Our goal is to provide a seamless experience for all our subscribers.
  

  Thank you for your patience and understanding. Should you have any further questions or require additional assistance, please do not hesitate to contact our Viewer Experience Team at ****************. We are available 24/7 and are dedicated to ensuring your satisfaction.
  
  Warm Regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  
  

• Initial Complaint

  Date:12/15/2024

  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 lies to everyone by saying they sell Hulu with No Ads. That service, despite its name, DOES have ads, so it is false advertisement to suggest it has "no ads". I want Hulu to stop lying in the name of its service.

  Business Response

  Date: 01/07/2025

  Hello ****,
  
  Thank you for reaching out to us regarding the ads that you have been seeing. My name is *******, and I am an Escalation Specialist with Hulu support. I understand how frustrating this situation must have been, and I am here to help resolve it for you.

  Hulu (No Ads) is designed to provide an ad-free viewing experience for most content in our streaming library;. However, there are a few exceptions due to licensing agreements and the nature of certain content. For example, some shows in the Hulu streaming library may play a short ad before and after each episode. Additionally, if your subscription includes add-ons like ******* or Premium networks, ads may appear when accessing live streams or network on-demand content. The most effective way to reduce the observed ads, is to remove ******* from your Hulu subscription. These instances are detailed in our ************ which you can explore further using the link below:

  *****************************************************************************************
  
  I hope this helps clarify the nature of the service you are subscribed to. We continually strive to improve our viewers' experience and appreciate feedback like yours, as it helps us identify areas where we can better communicate what our plans offer.

  Thank you for your patience and understanding. If you have any further concerns or need additional assistance, please do not hesitate to reach out to 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:12/12/2024

  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.

  On August 12th, 2020 my subscription to hulu was increased without my knowing. The fee went from $5.99 monthly to ***** monthly. For 4 years I haven't used the extention they provided in the update yet I was continually curfew the updated price. My error was not noticing the increase for all this time. The account was under the email of *************************** Over the years, the costs increased to$81.99 and I still didn't use the account. Yesterday (December 10, 2024) they returned 4 months of payment after I complained but there is still the other 47 months I paid at the higher amount. Again, I did not increase my contract with them!

  Business Response

  Date: 01/01/2025

  Hello *****,
  
  Thank you for reaching out to **. My name is *******, and I 'am an Escalation Specialist with Hulu support. I can completely understand how upsetting and unexpected this situation must have been, especially when you had n'ot actively used the service. We deeply value you as a customer, and I 'am here to provide clarity and support.
  
  We strive to ensure transparency in our pricing changes by notifying our subscribers in advance. These notifications are sent to the email address registered to the account. I understand how frustrating it can be when unexpected charges occur, particularly over a prolonged period. However, we recognize that such changes and communications can sometimes be missed, especially over an extended period.
  
  To provide further clarity, here is an excerpt from our Terms of Use under Section 2b:
  
  "We reserve the right to change our pricing. In the event of a price change, we will attempt to notify you in advance of the change by sending an email to the email address you have registered for your account. If you do not wish to accept a price change, you may cancel your subscription in accordance with the instructions included in that email and below. If you do not timely cancel your subscription, your subscription will be renewed at the price in effect at the time of the renewal, without any additional action by you, and you authorize us to charge your payment method for these amounts."
  
  After carefully reviewing your account, I was able to locate the account in which these charges took place. I can confirm that during your interaction with Hulu Support on December 11, 2024, we successfully processed a refund of $339.96 and ensured the account was canceled to prevent further charges. You will need to dispute the additional charges through your bank if you wish to be reimbursed further. Please keep in mind that any decision the bank reaches would be at their sole discretion. Your feedback is extremely important to us, and we truly appreciate you taking the time to share your concerns.
  
  Thank you for your patience and understanding. If you have any further concerns or need additional assistance, please don't hesitate to reach out to our Viewer Experience Team at ****************. We're available 24/7 and are committed to resolving any further issues you may have.
  
  Warm Regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/11/2024

  Type:Order 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.

  On Oct 11 I officially cancelled my service because I received an e-mail that the prices were going up and I no longer wanted the service. I received a confirmation email on this as well. Hulu then withdrew money on Nov 26 for ***** for services. I told ****** to refund my money cause I canceled service way before the deadline. I also submitted an appeal which was denied. I want this money refunded because Im not receiving services. I havent been receiving any programming from Hulu since Nov 6. They are not entitled to any money from me anymore. Please refund this money and cease from anymore unauthorized withdrawals. Thank you.

  Business Response

  Date: 12/31/2024

  Hello ********,
  
  Thank you for reaching out to us about the account concern. My name is *******, and Im an Escalation Specialist with Hulu support. I understand how frustrating this situation must have been, and I am here to help resolve it for you.
  
  After reviewing your account, I was able to locate the account that caused the issue. I can confirm that during your contact with Hulu support on December 26, we located an additional account that was still active and responsible for the charges. We have canceled this account and refunded a total of $21.62 to your ****** account, which covers the two most recent charges of $10.81 each. Please allow 7-10 business days for the refunds to process. We sincerely apologize for any confusion this may have caused and for the inconvenience you experienced.
  
  Thank you for your patience and understanding. If you have any further concerns or need additional assistance, please dont hesitate to reach out to our Viewer Experience Team at ****************. Were available 24/7 and are committed to resolving any further issues you may have.
  
  Warm Regards,
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer Answer

  Date: 12/31/2024

   
  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:12/10/2024

  Type:Product 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.

  Wednesday 12/4/24 I went through prompts to cancel my Hulu subscription. Upon cancellation I was offered a cancellation promo to stay as a customer: 6 mo promo @ $2.99/mo for 6 months, discount which expires 6/10/25. I accepted and submitted the offer (screenshot 1).On 12/10/24 I was charged the full price $9.99. The $2.99 cancellation promo did not show active on my acct. On 12/10/24 at roughly 9:30am EST called Hulus customer service. promo not active. Had me cancel again to activate the cancellation promotion (screenshots 2 & 3). I asked for a refund of $7 since the promo was supposed to be effective immediately and it ends 6/10/24. Higher support refused to issue the $7 refund and keep the promo through 6/10/25. The options were as follows, 9.99 x 1mo, then 2.99/mo x 6mo, or issue $7 refund and lose 2.99 promotion, or cancel subscription effective immediately with $9.99 refund and no eligibility for future promotions. This was an error on their end. It was an error in their system for not activating the promotion the week prior on 11/10/24, not explicitly informing the customer (me) that $9.99 would be charged on 12/10/24 and then 2.99/mo through 6/10/24, and offering a misleading and false cancellation promotion to the consumer (me).I was cancelling my subscription on 12/4/24 because I could not afford to pay $9.99 on the upcoming renewal date, 12/10/24. I could, however, afford the promo price at $2.99. Hulu nearly overdrafted my acct as a result. Im disabled and on a fixed income.A fair resolution would be to issue me a $7 refund AND the honor the cancellation promo price @ $2.99/mo through 6/10/25.If this issue cannot be resolved I will cancel my subscription due to deceptive business practices and false advertising.

  Business Response

  Date: 01/01/2025

  Hello ****,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for contacting us regarding the billing discrepancies related to the $2.99 pre-cancel offer and your experience with our support services. I truly apologize for any frustration this situation may have caused you, and I am here to assist in resolving your concerns.

  After reviewing the information you provided, I was able to locate your account. Based on the details in the screenshots you submitted, along with the account timeline, it appears that the promotional offer was not properly applied.

  To address this, I have processed a full refund for the $9.99 charge made on December 10th, 2024. Your account remains in good standing, and you should expect the refund to reach you within the next seven to ten business days. You will also receive an email confirming that the refund has been processed.

  We greatly appreciate you bringing this matter to our attention, and we are grateful for the opportunity to assist you. Should you have any further questions or concerns, please do not hesitate to contact us via our phone or chat support channels at **************. I hope the remainder of your week is wonderful.

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

  
  

  Customer Answer

  Date: 01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/09/2024

  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.

  Last 2 months, two Hulu charges are showed up on the September and October on my Discover for $87.99 and in September $81.99. I am already paying $82.99 per month for 2024 for HULU. If this is a charge for ******, I do not want it. Please identify what this charge is for? The irritating fact is whatever the charge it has a changing price and increases. A copy of Octobers billin was uploaded. Please respond.****** ****

  Business Response

  Date: 01/03/2025

  Hello ******,
  
  
  Thank you for reaching out to us about your Hulu account and the related billing concerns. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you may have experienced, and I assure you that I am here to address all your concerns.
  
  After locating and reviewing the account, I can confirm that there are two Hulu subscriptions: your primary Hulu account under the email address you used to contact us, and another subscription being charged tied to an email address with a typo.
  
  That being said, I have successfully canceled the subscription charged by ****** for $82.99 and issued a $325.96 refund. Please allow 7-10 business days for those funds to be available in your account. You should see only one subscription charge per billing cycle going forward.
  
  I hope you find this information helpful, and I appreciate the opportunity to assist you. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again for taking the time to inform us of your concerns, and I hope you have an excellent weekend.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/08/2024

  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 signed up for the ************* through my Hulu account on 12/1/24. Throughout the next several days, I tried on multiple different devices to log into my ******** ******* does not recognize my subscription and takes me through a loop that has me choose a plan, then a page comes up that says Im already subscribed, then the page crashes and says Something went wrong. It follows this exact course of events every time I try it, no matter what device or how I try to access it.I have spoken with both Hulu and ******+ support agents who say its a known issue that the Engineering team is working on. Its been over a week since Ive been charged and Ive received no update on when or if my ****** will ever work. Every support agent says there would be an activate button on my account page, but it only says log in where its supposed to say activate. I am only interested in speaking with a supervisor of some kind at this point because the agents keep walking me through the same exact steps and I keep getting the same result and its incredibly frustrating when this is not a user error, but a glitch on the companys part. If this is a known issue, it seems that Hulu/****** should not so heavily advertise and push the bundle option when there are huge technical issues with getting to actually use the bundle once purchased. Im not wanting to just cancel and repurchase the bundle on another email because now the Black Friday $2.99 deal is not available and I would lose that deal. It seems I need someone to help manually activate my account for me, but Im not getting anywhere with the multiple agents Ive spoken to.

  Business Response

  Date: 12/31/2024

  Hello Hannah,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for reaching out to us regarding the difficulties you are facing with activating ******** I understand how frustrating this situation must be for you, and I sincerely apologize for any inconvenience this has caused. Please rest assured that I am here to assist you in resolving this matter.

  I have carefully reviewed your account and the details of the situation. To explain what may be happening, this issue often arises when a ******* account linked to a different email address is incorrectly associated during the activation process. Typically, this occurs when another ******* account is cached and logged in within the browser, which then links to the parent Hulu account during activation.

  In most cases, we would recommend canceling the subscription and registering with a new email addressone that is not already associated with either ******* or Hulu. This step helps to prevent any further activation issues. I am aware that you are currently on a promotional offer, which is why we have not yet pursued this approach.

  I will be sending you an email with the subject BBB Follow-Up: ********, which will outline potential next steps to help you get back to streaming ******* as soon as possible. I will also include details for a unique concession offer tailored specifically for this case.

  Thank you for bringing this issue to our attention and allowing us the opportunity to assist you. Should you have any additional questions or concerns, please feel free to contact our support team at **************. We are always happy to help you via phone or chat.
  Wishing you a wonderful rest of the week, and I look forward to hearing from you soon.

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