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:08/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been paying $29.99/month for Hulu, ****** +, and HBO Max but I haven't been able to login to Max for a long time now. Tonight was particularly frustrating - Hulu's chat feature also took me around in circles (told it I could not login but it wanted me to login to chat...) One screenshot from my phone below said I was signed in and ready to go but I CANNOT get it to work on my TV anymore.

  Business Response

  Date: 09/04/2025

  Hello *******
  
  Thank you for taking the time to reach out to us regarding the trouble with your Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced with dealing with this concern
  
  To clarify, if your account services are not functioning properly, the most effective course of action is to contact our Hulu support line for assistance, as this matter cannot be resolved through this communication channel.
  
  I have refunded the latest charge of $29.99 as a courtesy. Please allow 7-10 business days for the refund to process, and contact customer support if you need further assistance with this issue.
  
  Thank you again for your time and feedback, and I hope the information provided has addressed your concern. You can also always reach out by phone at ************ or chat by logging into your account. We are happy to assist with any additional questions or concerns that may arise.
  
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/10/25 my Hulu streaming service stopped working. As of 8/13/25 I still have not Hulu streaming services. Hulu refused to explain what the problem is and refuses to let me speak to a supervisor. Im paying for services that do not work and no one will give me any answers!

  Business Response

  Date: 09/05/2025

  Hello ****,
  

  Thank you for reaching out regarding the concerns you experienced with your Hulu streaming service. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating and disappointing it must have been to lose access to your service, and I truly appreciate your patience while I reviewed your concern in detail.
  

  After a thorough review, I can confirm that your account did experience streaming issues between August 11, 2025, and August 14, 2025. However, it appears that since that time, you have been able to stream without issue. I sincerely apologize for the difficulties you encountered during this period, as well as for any frustration caused during your escalation attempts on August 11, 2025, and August 13, 2025. We will be reviewing these interactions closely to ensure that any coaching opportunities are addressed, allowing us to better support our viewers moving forward.
  

  If you continue to experience issues, I provided a link below with some general troubleshooting steps that may be of assistance:
  
  **********************************************************************************************.
  
  You may also reach out directly to our Viewer Experience team through either our 24/7 live chat or by calling **************. Our team will be glad to assist you further and ensure that your service is working properly.
  

  We truly value your feedback, as it helps us identify opportunities to improve both our service and the support we provide to our viewers. Thank you again for bringing this matter to our attention.
  

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

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sick and tired of constantly being logged out of my Hulu and told my device is outside of my household. This is ridiculous. I pay full price for Hulu premium and I shouldn't have to deal with this constantly! Every time I try to watch TV it tells me I'm out of the household. Then I hit update household, and it says I have too many already logged into that household. I only have ONE household! Because I only HAVE ONE HOUSE! I have never moved. I've lived here forever. This is ridiculous.Then I chatted with hulu and they said "geolocation data for these IP addresses are in different locations, specifically, ******, *******, ******, ********************* the h*** is that my fault?!? I've never been to those cities except ****** because that's my HOME. I only have one HOME. I can't help if I have multiple IP addresses or if the internet companies say I'm in different cities. I'm just a TV watcher I have nothing to do with what the internet does. Stop this!

  Business Response

  Date: 08/26/2025

  Hello ******,

  Thank you for writing about being logged out and receiving an outside of your household message on your devices. My name is ********, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustrations you experienced, and I assure you that I am here to address your concerns.

  With the information you shared, I located the interactions you had with our agents regarding this concern. Hulu uses verification measures to ensure subscriptions are enjoyed by those living within the same household. For transparency, the household verification process can be affected if the **** location data varies.  We understand that this data variance is not your fault, and we offer our apologies for the disruption surrounding this issue. Upon reviewing your account, we have made changes so that all streaming devices in the home are part of the household. Please note that with certain internet providers, this may not be a permanent fix; however, policies and allowances for viewers taking advantage of this feature are evaluated on a continuous basis. Should you experience issues with accessing Hulu in the future, our Support team is happy to help at any time.

  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.

  Warm regards,

  ******** *.
  Escalation ****************************************** Direct-to-Consumer

• Initial Complaint

  Date:08/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I only agreed to do a TRIAL with this company Hulu/Disney for my child and wanted to cancel at the end of the trial. However, I tried calling them and they said claimed they couldnt find or locate an account for me, and I have tried and tried to cancel on their website it does not allow me to and have tried to contact them to resolve this issue and stop them from holding and charging card without success. This has been so frustrating and I believe they continue to fraudulently make it impossible for me to cancel after the trial period and do not have my authorization to keep billing and charging me at a rate of $10.99 a month for a service that we have not used after the trial and DO NOT USE OR WANT. I keep having to complain and dispute with my card company each month.

  Business Response

  Date: 08/27/2025

  Hello *****,
  
  
  Thank you for reaching out about the billing issues with Hulu. My name is *******, and I am an Escalation Specialist with Hulu. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns thoroughly.
  
  We value the security of our viewers and their information, and we require verification for each Hulu subscription to speak on or take action on any account. This ensures we speak accurately to your account and related issues while protecting our customers data. Regrettably, I could not find a Hulu account with the information mentioned in the BBB case description.
  
  To locate and verify the Hulu account, I am sending you a separate email titled "Hulu Support Follow Up - BBB ********," referencing this case. In this email, I will ask for additional information to locate the subscription and aid with the issue mentioned above.
  
  I hope this information is 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 bringing this matter to our attention, and I look forward to hearing from you.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:08/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been double billed for two services for the past year.I continue to have no ************* services should simply be a bundle of ****** plus and Hulu without adds.Would like refund for $9.99 per month for the past year or 1 year free of bundled ******+ plus and Hulu without ads.

  Business Response

  Date: 09/03/2025

  Hi ********,
  
  Thank you for taking the time to reach out regarding this billing concern. My name is ****, and I am an Escalation Specialist at Hulu. I want to begin by apologizing for any frustration experienced and reassuring you that I am here to fully address and resolve your concerns.
  
  I reviewed the Hulu account tied to the email address within the BBB case, and I can confirm that a bundle was not attached to the accounts under your email. Instead, the ****** and Hulu accounts each had their own standalone subscriptions, which is why you were seeing the different charges for each service. With that being said, the bundle has been correctly subscribed to under the accounts, which means that you will be charged the bundle price going forward. You may confirm the details of your bundle by going to ******************************************** from a supported browser at any time.
  
  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 ****************.  
  
  Best, 
  **** *.
  Escalation Specialist
  ******************** ****** Direct-to-Consumer
  

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HULU tv subscription service says you can cancel at anytime. However there is no easy way to cancel. Website says go to account and subscription and hit cancel but there is no cancel button anywhere. Very frustrating and unethical.

  Business Response

  Date: 08/26/2025

  Hello ********,
  
  Thank you for writing about the trouble cancelling your Hulu subscription. My name is ********, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustrations you experienced, and I assure you that I am here to address your concerns.
  
  With the information you shared, I have located the subscription, which is now showing as canceled in our system. Our apologies for the cancel button not being available initially on your Hulu account page. We believe in giving our viewers the freedom to cancel their subscription whenever they choose. Although we have not received reports regarding this issue, we will monitor for other reports and forward them to the appropriate teams. Should you want to be part of the Hulu family again, you may resubscribe anytime by following the steps listed on this link ************************************************************************************;
  
  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  Warm regards,
  
  ******** *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:08/05/2025

  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 have had ****** and *** Max for years, and last year in September or October, I opted to bundle my services since I have them all individually and bundling would be cheaper. I added Hulu via ******, which worked correctly, and my two accounts were linked. I had the option to link my *** as well (which I already had an account for and was paying for individually), but instead Hulu began charging me for an add on to my Hulu service. So, I have for the last nearly 1 year been charged for my *** service by Hulu, as well as by ***. Today, on August 5th, I reached out to Hulu seeking a refund for the time I have been paying for this service, as it is not a service that I have utilized whatsoever. The representative offered me a refund of my most recent charge for ***, and a refund of my last payment for the Hulu service, which does not approach the amount which I have been charged for this add on.

  Business Response

  Date: 08/26/2025

  Hello ******,
  

  Thank you for reaching out regarding the concerns you experienced with your *** Max subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating and disappointing this situation must have been, and I truly appreciate your patience while I reviewed your concern in detail.
  

  Based on the information you shared, it appears that there may have been overlapping subscriptions for HBO Max, one directly with *** and one through Hulu. To help make this right, we have processed a refund of $63.24, which includes the full refund for the last payment made that was previously offered, as well as three additional months specifically for the *** add-on billed through Hulu. Please allow 7-10 business days for this to reflect on your card. This refund represents the maximum concessions we would be able to provide for this subscription. Any further billing concerns beyond this refund would need to be formally disputed with your financial institution, and please keep in mind that any decision regarding those disputes would be made at the banks sole discretion.

  I sincerely regret the inconvenience and frustration this situation has caused. I can confirm that both your Hulu subscription and the *** add-on through Hulu have been fully canceled, and no further charges will occur from our side. Your feedback regarding the handling of add-on subscriptions and account linking has also been documented and shared with the appropriate teams so that we can continue to improve clarity and support for our viewers moving forward.
  

  We truly value your feedback, as it plays an important role in helping us improve our service and training. If you have any further questions or need additional assistance, please do not hesitate to contact our Viewer Experience team at ************** or via our 24/7 chat support. We are here to help.
  

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

  
  

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23705267
  
  I am rejecting this response because the refund amount does not address the total amount was charged for a service which I never used, and was never even attached to a subscription email address. The idea that your company is unable to refund anything in addition to this amount is ludicrous. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 09/09/2025

  Hello ******,
  
  Thank you for your response and for sharing your continued concerns. I truly understand how disappointing it must feel to have been charged for a service you did not intend to use, and I regret the frustration this situation has caused.
  
  After a thorough review, I must confirm that the adjustment already issued represents the maximum concession we are able to provide on our side. While I completely understand that this does not reflect the full amount you believe you were charged, any additional adjustments outside of what has already been provided would need to be formally disputed through your financial institution. Please keep in mind that any decision regarding those disputes rests solely with your bank.
  
  I sincerely regret that we cannot offer more in this case. Your feedback about this experience has been documented and shared with the appropriate teams to help us continue improving transparency and support around add-ons and account linking.
  
  We value your feedback and appreciate the time you have taken to share your experience with us. If you have additional questions or require further assistance, our Viewer Experience team remains available 24/7 by phone at ************** or via chat.
  
  Warm regards,
  ******* *.
  ******************************start="1432" data-end="1435"> **************************** Direct-to-Consumer

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23705267
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to HULU another email. I subscribed to ******, one email. When the two joined I was charged from both accounts. In 2024, I was charge $7.00 a months from Hulu each month of the year. in 2025, I was charged $82.99 in Jan and Feb. $82.99 then $26.99 each month until I canceled in May 2025. I continued to be charge in June$26.99, July $26.99 and called this evening to get a refund for August $26.99.I was billed twice for the same services. According to the email I received 2/6/25 the services for both services would be combined.Jan., Feb, and March 2025 I was charged $7 a month for Hulu. April 2025 I was charged $16.99 for Hulu. I found out when I canceled Hulu and continued to be change. Since Jan. 2025, I cancelled in May 2025.

  Business Response

  Date: 08/26/2025

  Hello ****,
  
  
  Thank you for writing regarding the ongoing billing issues relating to your Hulu subscription. 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 of your concerns fully.
  
  I located your Hulu accounts and the interaction with our support agent. I empathize with wanting to address any unwanted billing as quickly as possible, and we value your feedback. I confirmed the second subscription continued to charge as it was under a different email address and could not automatically link to another account. I am glad to see our agent canceled the account and issued a refund for the most recent charge.
  
  We at Hulu strive to provide our viewers with the best experience possible. With that in mind, I have issued a refund for three additional charges for $80.97, which you should see within the next seven to ten business days. A confirmation email should also reach your inbox regarding this refund. Combined with the refund issued by the support agent on August 5th, 2025, the refund total is now $107.96. For transparency, this exhausts all concession options Hulu has for this matter. The account remains canceled and should not bill you again.
  
  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:08/04/2025

  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 tv is taking advantage of the customer they have no promotion or they due not care about the customers I was reading there reviews they have a bad reviews so far they due not care about customers needs and accpetions that is why people are leaving bad reviews so far they have not help any customer that is why people are living them for good

  Business Response

  Date: 08/25/2025

  Hello *********,
  

  Thank you for reaching out regarding the concerns you experienced when attempting to resubscribe to Hulu. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how disappointing it must have felt to expect a free trial and not receive one, and I truly appreciate your patience while I reviewed your concern in detail.
  

  After reviewing your account, I confirmed that your prior subscription was canceled on August 4th and that you resubscribed later that same day. For transparency, free trial offers are reserved for new subscribers and eligible returning subscribers. Eligibility requires that an account has not been active within the past 12 months. This policy is in place to ensure fairness and consistency for all viewers. Because your account had just been canceled, it did not meet the criteria for a free trial at the time of resubscription.
  

  I sincerely regret any confusion this caused, and I understand why this situation was frustrating. Please know that we are always working to provide the best streaming experience possible for all of our viewers, whether through our wide selection of content, flexible subscription options, or ongoing service improvements. Your feedback is valuable, and it has been shared with our internal teams so we can continue to review how we present promotions and offers more clearly.

  We truly value your feedback, as it plays an important role in helping us improve our service and training. If you have any further questions or need additional assistance, please do not hesitate to contact our Viewer Experience team at ************** or via our 24/7 chat support. We are here to help.
  

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

  
  

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23700201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* **********

  Customer Answer

  Date: 08/26/2025

  I am not happy with responds and not happy with service 

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have now been in contact with Hulu for an issue and I have not received a resolution to my problem. My last call with them was last Friday which today is 8/12025. The issue that I am having is the live subscription TV that I signed up with them for is showing the incorrect time zone I troubleshoot about6 to 7 different methods with the customer service representative with no actual resolution. I was then informed by the representative that I would get credits, there was not much of an explanation on what those credits were for the service not being as it is described or offered. I was also told during that phone call that I would get a call back with some type of resolution and here we are with no resolution.Find it extremely frustrating that I am paying a pretty good amount of money for a service that is not functioning as described. I dont have ability nor to my children to watch the shows that they want to because theyre starting three hours later than theyre supposed to. I live in the and we are getting East Coast showing times I need this fixed or I just want to cancel and get my money back for false advertising.

  Business Response

  Date: 08/17/2025

  Hello *******,
  
  Thank you for writing about the Live Guide showing the incorrect time zone. My name is ********, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustrations you experienced, and I assure you that I am here to address your concerns.
  
  I want to extend my apologies for not receiving a call back and not being given a clear explanation regarding how a credit works towards your account. Anytime a credit is applied towards the account, this is a service credit that extends the billing date of the account. Therefore, a ***** credit would push the due date out 7 days from the original due date. Your viewer experience is of utmost importance to us, and your feedback has been forwarded to our agents manager for training purposes.
  
  With the information you shared, I located the interaction you had with our agent and reviewed the discussion. Time zone issues are usually related to the device, as ********************** cannot set the time by itself; it pulls the time and time zone from the device. You had confirmed during the interaction that the device was set to the correct time zone of Mountain Time, and this was happening on a particular show. This issue may be related to some networks having two different feeds: ********** vs East Coast. Networks such as *** have an East Coast and West Coast feed. Viewers located in the Mountain time zone would get the West Coast feed, which would explain why the program is starting later than expected. For example, if a show starts at 8 PM EST, it would not start at 5 PM MST; it would begin at 8 PM MST due to the West Coast feed.
  
  We have provided a one-month refund to your account for $95.99 for the trouble, which should reflect in 7-10 business days back to your credit card. You will receive an email regarding a refund is on its way. The subscription remains active and is unaffected by the refund.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  Warm regards,
  
  ******** *.
  Escalation ****************************************** Direct-to-Consumer