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:12/07/2024

  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.

  I tried to cancel Hulu subscription a couple of weeks ago but when they made offer of 2.99 per month for six months I accepted. But then they continued to charge 9.99 and when I talked to support *** she stated there were no active offers. Hulu has always been sketchy. Eight years ago I was a subscriber who couldn't cancel my plan for very many months they just didn't do it and no response from support. And when I tried to cancel under my plan there was no option offered. Yet another example of their sketchiness. I waited 8 years before trying again. This time I will never use HULU. I will contact the attorney general next and then my lawyer to file a class action lawsuit.

  Business Response

  Date: 12/18/2024

  Hello ******,
  

  Thank you for taking the time to reach out regarding the precancel offer you were unable to redeem. My name is *****, and I am an Escalation Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with redeeming a promotion and ensuring that I am here to address your concerns thoroughly. 
  

  I certainly understand any confusion you may have experienced after being offered that specific pre-cancel offer. While I do not see any automated system notes on your account noting the completion of a sign-up under the pre-cancel offer link, I would be more than happy to refund you the charge that you incurred when you believed to be on the pre-cancel promotion. I refunded your November 27th charge of $9.99 back to your ****** account used to pay for the subscription. Please allow 7-10 business days for the funds to be processed to your account.
  

  Additionally, no option is available to place a subscriber on a pre-cancel promotion except when triggered in the system to provide the offer. I understand that you do not want to be a subscriber any longer, however, I encourage you to keep an eye out for any emails from Hulu for any future offers. Please note that all offers cite terms and eligibility requirements, such as how long you may need to wait to re-subscribe, and we urge you to reach out to support for any eligibility questions or concerns you may have.
  

  Lastly, should you choose to re-subscribe to a regular plan, I would gladly refund your first month's immediate charge for the inconvenience. Please let me know the email address that you would use and I can confirm a refund was applied, making that month of service on us.
  

  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:12/07/2024

  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 had a Hulu membership starting Nov 2022. I canceled it last year December 2023 as there was a Black Friday deal for much cheaper and my husband signed up for that.I also got a cancellation confirmation email.I am being charged for that membership every month since December after having canceled the membership.The new account (husbands) is also on the same credit card so theres 2 transactions for Hulu every month. It was a charge of $8.65 every month from December to October and $10.81 for November. Which totals to $97.3.When contacted through customer support they confirmed that the account was cancelled but couldnt confirm that the payment stopped. Offered to refund 4 months worth of money. I almost feel cheated as after cancellation of a subscription the way they put an unauthorised charge on my credit card not once or twice but 11 times and if I dont take action I dont know how long it will happen ********* address associated ************************ Credit card: **** 6834 Zip code: *****

  Business Response

  Date: 12/30/2024

  Hi Nida,
  

  
  Thank you for taking the time to reach out regarding this double-charge issue. 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. 
  
  Upon reviewing the information provided, I was able to locate an account that is similar to the email provided, but it has a typo. This account seems to have been made on accident, and as such, I was able to cancel the account and process our maximum amount of refunds. I processed 4 months of refunds, totaling $41.08. Please allow seven to ten business days for the refund to appear. This refund limit is due to system limitations which prevent us from refunding anything further. If any further refunds are desired, we recommend disputing the additional charges with your financial institution. Any disputes filed by your financial institution are at their discretion and automatically accepted by our system, and the funds are returned via chargebacks. 
  
  I hope you find this information helpful. Thank you for allowing me the 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

  
  

• Initial Complaint

  Date:12/06/2024

  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 advertised their services as ad free however they routinely force in Over the top advertising across all services. I was made to give up my legacy bundle package Ive had for years which saves me a lot on streaming to take Hulu live tv including no advertising. When I contacted Hulu support they said Even with the no ads plan, you will still experience ads and then was suggested to backdoor the system and trick it into working via ******** I have screenshotted and documented this conversation. I want to return to my legacy bundle package I was forced to give up for the services that were misrepresented to me.

  Business Response

  Date: 12/23/2024

  Hello ********* ,
  
  Thank you for taking the time to reach out to us regarding the unexpected ads on your Hulu account. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  Thank you for your time. We are committed to addressing your concerns. When viewers subscribe to Hulu No Ads + ******** they gain access to the Hulu streaming library and an additional on-demand content library provided by our network partners for ******* subscribers. The No Ads plan removes ads from all content within the Hulu streaming library. However, content available through the ******* add-on may still include ads.
  
  I understand the confusion caused by the ads you are encountering. We are actively working on improvements to better differentiate between the content in the Hulu library and that provided by our network partners. Your feedback is greatly valued, and I will ensure that your experience is communicated to the appropriate teams. If you'd like more detailed information about ads when streaming Hulu, please visit our help center, a valuable resource.
  
  I hope that providing an explanation as well as providing a *********** article regarding ads in the No Ads plan has addressed your concern. 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:12/05/2024

  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 several weeks now, my Hulu TV viewing has been interrupted with the service just terminating while watching TV. I have been in touch with Hulu several times including a senior representative To resolve the issue issue. The issue is not resolved, and the senior tech was supposed to give me a return phone call last week and never did I want this resolved as soon as possible.And paying for an inferior service.

  Business Response

  Date: 12/31/2024

  Hello ****,
  
  
  Thank you for writing about the error code and crashing you have experienced while streaming. 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 account and reviewed the interactions with our support staff in full with the information provided. For transparency, I have matched the behavior with reports from other viewers who mentioned similar difficulties. I empathize with wanting to enjoy your favorite programs on your TV without interruption.  For additional context, we do not have any workarounds or troubleshooting steps that have permanently resolved the matter and will need more time so that we may do our due diligence.
  
  As a courtesy for the trouble, I have issued a 1-month service credit to your Hulu subscription, which pushes your billing date forward to February 28th, 2025. This new billing date can be verified anytime at ******************************************************************** on a supported browser. I understand you would prefer to see the issues resolved; however, I wanted to provide you with this service credit to do right by you as a customer while we continue our investigation.
  
  Your viewing experience is of utmost importance to us. I appreciate you bringing this matter to our attention, and hope this information is helpful. 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 bringing this matter to our attention, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/04/2024

  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 tried to get the Hulu ****** bundle for the Black Friday 2.99 but they falsely advertised . They claim if you have an account but t haven't subscribed in the past month your eligible. I tried going back to Hulu and ****** for the promotion because I haven't used the account in about a year and I was told I'm not eligible but the website clearly states I am.

  Business Response

  Date: 12/25/2024

  Hello *******,
  
  
  Thank you for writing about the Black Friday promotion. 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 the conversation with our agent with the provided information. Our records indicate that your Hulu account was deemed ineligible for any promotions due to a related subscription that had already redeemed a similar offer. While the site stated the rules of eligibility, each account is checked for eligibility when entering their information. I empathize with wanting to take advantage of our Black Friday promotion, and your feedback and interest is 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: 12/25/2024

   
  Complaint: 22641425
  
  I am rejecting this response because: your promotion clearly stated that I should have been eligible because my account was inactive for about a year. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 01/15/2025

  Hello *******,
  
  
  Thank you for responding and for the additional opportunity to assist.
  
  Our system checks for other subscriptions and their status to ensure compliance with our free trials and promotions. In this circumstance, it was determined that another subscription had already taken advantage of the Black Friday promotion from the previous year, deeming your canceled subscription as ineligible. Your interest in the offer is noted and appreciated. There is no further information I can share regarding this matter.
  
  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 again is **************.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/04/2024

  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 somehow ended up signing up for Hulu / ****** Plus twice with two different emails and I was charged twice a month since August but only had one account so they owed me 5 months of of refund that was at ***** a month

  Business Response

  Date: 12/25/2024

  Hello ****,
  
  
  Thank you for writing about the two sets of Hulu charges. 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 the Hulu accounts associated with the transactions using the provided information. I understand you had no intention of paying for Hulu twice in such a fashion. I confirmed the unwanted accounts canceled status and issued a refund of $30.97 which should reach you within seven to ten business days. Combined with the refund issued by our support agent, the refund total is now $41.96. A confirmation email will be sent to the email address on file for the canceled subscription. Only one Hulu charge should appear per billing cycle going forward. Should you seek any further reversals of transactions, I encourage you to contact your bank to discuss any options that may be available to you as Hulu has exhausted all concession options.
  
  I appreciate the opportunity to assist you, and I hope this resolution is to your liking. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/04/2024

  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 was working with a representative the next day because the checkout page for the promotional offer of 99 Cents for Hulu froze but it got to the very ending completed but I didn't see that the next day so I contacted support I think because of the high volume of people contacting because of this great sale I couldn't get the representative to reach back out to me however I thought they were going to apply the promotional discount because I was having technical difficulties and now they're saying they cannot when that's not what I was told previously ******************** email

  Business Response

  Date: 12/25/2024

  Hello *****,
  
  
  Thank you for writing about the Black Friday promotion. 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.
  
  Your feedback and interest in the Black Friday promotion is appreciated. I located the conversations with our agents with the provided information. Our records indicate that you shared multiple email addresses in attempting to resolve the promotional issue when you chatted on December 3rd, 2024, past the promotions end date. Our agents informed you that the offer had expired and was ineligible for the account belonging to the family member. Regrettably, there is also no evidence of a signup or a preauthorization attempt on any payment methods on the Hulu accounts belonging to you.
  
  I empathize with wanting to take advantage of our Black Friday promotion. This was an online-only, limited-time offer available only to new and eligible returning subscribers within the signup window, which has ended as of December 2nd, and we are unable to apply the discounted pricing for viewers past this date. I am glad to see our agent provided a one-month service credit to the active Hulu subscription belonging to your family, which also retained its $2.99 price point while also being restored from the scheduled cancelation.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:12/03/2024

  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 had Hulu through my phone provider. My provider accidentally cancelled it. They reactivated my Hulu with my phone service and have assured me they have checked all the necessary boxes on their end. Phone provider it ********* they told me to contact Hulu because the issue is on their end. I contacted Hulu and all they told me they could do was to sell me a plan. They do not have the ability to activate my Hulu through *********

  Business Response

  Date: 12/27/2024

  Hello ********,
  
  Thank you for taking the time to reach out to us about your Hulu billing experience. My name is ****** and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced, and I assure you that I am here to fully address all of your concerns.
  
  Firstly, thank you for contacting us regarding your experience with Hulu. We are sorry for any trouble or frustration experienced, and we sincerely appreciate your feedback. I reviewed the account tied to the email that you have reached out with currently, and I can confirm that the account is active and operating under the T-Mobile billing as you have requested.
  
  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:12/03/2024

  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 subscribed to Hulu back in December ****************************************** June of 2024 they wanted updated payment information and I used my email address. So how this created a second account for the same person. I requested 6 months of refund and they refused. Said they would only pay back last 4 months. Which isn't fair to the consumer since it should have popped a warning or notice that hay I have this account but different email address. They need to pay me the full 6 months $ ***** not just 4 months.

  Business Response

  Date: 12/31/2024

  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 conversation with our agent using the provided information. I understand you did not intend for two charges for one household. I am glad to see our staff aided with canceling and refunding $38.66 to your payment method on file. 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, 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
  

• Initial Complaint

  Date:12/03/2024

  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.

  December 2, 2024 Credit Card hack by Hulu 3rd party answering company

  Business Response

  Date: 12/31/2024

  Hello *****,
  
  
  Thank you for writing about the unauthorized charge and the individuals posing as a Hulu employee. 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.
  
  For transparency, we have no record of a conversation between Hulu and the email or phone number tied to this BBB case. Additionally, there is no Hulu account tied to your email address. As such, it stands to reason that the individuals you contacted are not employees of Hulu or ******. While I cannot speak to situations that do not directly involve our employees, you are encouraged to contact Hulu Support if you still require help with the service itself. Our number is ************** or you can go to ******************************* to chat with our agents. To confirm, our agents will never offer to transfer you to a third-party service for help with Hulu-related matters. As for any unfamiliar charges, it is best to contact your financial institution if you have not already done so to discuss your options.
  
  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 again is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer