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:05/07/2025

  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.

  Got it heres the revised version with your clarification and updated first paragraph, still under ***** characters:---Im filing a complaint against Hulu for failing to honor a cancellation and refund request for their annual plan. I subscribed to Hulus ad-supported annual plan for $99.99 on **Sept 27, 2024** and canceled on **May 4, 2025**, leaving nearly 5 months of unused service. When I contacted support, I was only offered a refund for 4 months due to a so-called **system limitation.** This is not acceptable, as I am entitled to a prorated refund of approximately **$40.00**.Adding to the frustration, I was told my **only option was to dispute the remaining amount with my bank**. However, because the original charge occurred over 6 months ago, it **may fall outside of my banks allowable dispute window**. This leaves me with no viable recourse and no service for the remaining paid time.I was **escalated twice**, then left on hold for **over 20 minutes** waiting for a third escalation before being told no supervisor was available. I informed them that if I didnt receive follow-up within 24 hours, I would file a **BBB complaint and a dispute with my bank if permitted**. No one responded.Hulus lack of transparency, refusal to offer prorated refunds, and obstructive customer service practices feel deliberately exploitative. They offer no clear escalation path and do not allow direct communication via ******** or email. I am requesting a **$40.00 refund** and for Hulu to be held accountable for this unacceptable handling of customer concerns.

  Business Response

  Date: 05/21/2025

  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, I would like to apologize for any misrepresentation of our customer support. We want to ensure that our viewers always receive the greatest support experience possible, and it seems we may have missed the **** for this event in particular. Upon my investigation, I can confirm that we have provided the maximum amount of refunds capable for this account at this time. Any further financial disputes would have to be handled through your financial institution, if at all. I apologize if this may cause any further inconvenience. 
  
  I hope this information has been helpful and I appreciate the opportunity to provide you assistance. Please don't hesitate to reach out if we can be of any further assistance. We are available by phone ***************) or chat 24/7/365 and are always happy to help.
  
  Warm regards,
  ****** *.
  Escalation Specialist
  ******************** ****** Direct-to-Consumer

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23301417
  
  I am rejecting this response because it is ridiculous that a company the size of Hulu cannot give the full refund due and has a maximum of a 4 month return ESPECIALLY given that because I paid for a full year back in September it is WELL past the normal dispute window.  You have dropped the ball on this complaint multiple times.  I have asked to be escalated multiple times with zero response until I filed this complaint.  Do the right thing and process a full refund of 5 months of service. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/25/2025

  Hello *****,

  I sincerely apologize for any frustration you may have experienced in reaching out to us to request a refund. My name is ****, and I am an Escalation Specialist with Hulu Support. Firstly, I would like to apologize for any misinformation you have received in your contact with us. I would be glad to clarify on the intended experience for billing matters. I would like to clarify that the 4-month maximum refund is a system limitation, due to our refund policy; no agent can refund more than 4 months of charges.

  Since your account is billed annually, we cannot refund the full charge from September. Instead, we can offer a prorated refund based on the remaining time left on your subscription. The prorated refund amount would be $28.70. Additionally, we can refund 4 months of the $2.00/month charge for ******* included in your subscription, bringing the total refund to $36.70.
  If you agree with this amount, please reply to this message to confirm, and we will process the refunds as soon as possible. If this amount does not meet your expectations, I recommend contacting your financial institution to explore options for a chargeback on the annual charge. Hulu will comply with all chargeback requests.
  
  If you have any further questions, concerns, or issues, please feel free to reach out to our support channels via phone or chat. The contact number for support is **************. Thank you for bringing this matter to our attention and allowing us the opportunity to assist you. I hope you have a fantastic rest of your week!

  Thank you,  
  **** *.  
  Escalation ********************************************** Direct-to-Consumer
  

  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23301417
  
  I am rejecting this response because:
  
  Per my calculations and my conversations with now MANY Hulu employees, I used the subscription from:
  
      September 27, 2024 to May 4, 2025 ? thats 7 full months + 1 week
  
      That means about 4 months and 3 weeks were still remaining on the subscription
  
  Refund Calculation (Prorated)
  
  Calculating unused time as 4.75 months remaining:
  
      $99.99 12 months = $8.33/month
  
      $8.33 4.75 months = $39.57
  
  Estimated Refund or Credit Due: $39.57
  
  Adding in Disney
  
  Prorated Refund for ****************** ($2/month)
  
      Monthly Rate: $2.00
  
      Unused Months: 4.75
  
      Estimated Refund:
      $2.00 4.75 = $9.50
  
  For a total refund due of *****, that is what I would accept.  If you disagree I will go ahead and file a chargeback with my bank which will likely cost you additional fees on top of what I'm requesting.  The smart move as a business would be do the right thing and refund me $*****.  What I'm asking for is not unreasonable and I HIGHLY doubt you are unable to process a credit and if your system is that limited you might want to look into that, but honestly from what I've been hearing from other customers with similar issues, this is a pretty regular issue for you and tactic you use to get out of giving full refunds.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/05/2025

  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.

  Signed up for free month of Hulu. Tried to cancell April 24 2025 before charged again. Iny account to ******* it continues to tell me it is unable to complete request at this time.

  Business Response

  Date: 05/27/2025

  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:05/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While ***orting a complaint regarding the playback of one of their videos, the customer service *** attempted to get my credit card information. When attempting to ***ort that problem, another one from the same call center in ***** tried to do the same thing. There appears to be no other way to contact anyone at Hulu about these incidents.

  Business Response

  Date: 05/21/2025

  Hello *****,
  
  Thank you for reaching out regarding your concerns with our verification process. My name is *******, and I am an Escalation Specialist with Hulu Support. I completely understand how frustrating this situation must be, and I truly appreciate your patience while I look into this for you.
  
  To provide clarification, verification is not required for general troubleshooting; however, it is necessary when accessing or making changes to an account. This verification helps ensure that we are working with the rightful account holder and allows us to take the appropriate steps to protect our subscribers personal and billing information. As part of this process, we request limited details such as the last four digits of the card on file, the card type, and the billing ZIP code. While we understand that this may feel intrusive, these safeguards are in place to maintain the security and privacy of our viewers accounts. In addition, we advise our viewers that we may take steps to verify the accuracy of the information provided on an account, which is outlined in Section 1, Subsection D of our Terms of Service:
  
  d. Notices. Any notices we deliver to you may be made as follows: (i) by email to the last email address provided by you or (ii) by posting a notice on the Services. You consent to receive electronic communications from each Service you subscribe to and further agree that any notices, agreements, disclosures, and other communications that we send to you electronically will satisfy any applicable legal notification requirements. You agree to provide and maintain accurate, current and complete information, including your contact information for notices and other communications from us. You agree that we may take steps to verify the accuracy of information you provide.
  
  We fully recognize how important it is for our viewers to feel confident and supported when contacting us. Your experience has been taken seriously, and we are currently reviewing the interaction internally to identify opportunities for improving how we communicate with and assist our subscribers. Your feedback is invaluable to us, and it directly informs how we evolve our support practices to ensure they are respectful, clear, and helpful.
  
  We appreciate your feedback as we continuously work to improve our service. If you have any further questions or concerns, please do not hesitate to reach out to 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: 05/22/2025

   
  Complaint: 23278463
  
  I am rejecting this response because:

  What you implied happened is not what happened. Your **** asked for my credit card number. I refused to provide it, and they refused to assist me.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/04/2025

  Hello *****,

  Thank you for your response. I truly appreciate you taking the time to share additional feedback and for allowing us the opportunity to further address your concerns.

  After reviewing the interaction associated with the phone number you provided, I can confirm that our representative did not request full credit card details at any point during the call. I would also like to respectfully clarify that the agent acted in accordance with company policy throughout the conversation. Collecting full card numbers is not part of our policy, and our representatives are neither instructed nor permitted to request that level of information. That said, I completely understand how the experience may have felt, and I want to assure you that we are taking your report seriously.
  

  We remain committed to upholding the highest standards of service and support. In light of your feedback, we will be reviewing the call in full once again to ensure the interaction was handled appropriately and to identify any opportunities for further coaching or improvement. Your input plays a valuable role in helping us maintain a secure, respectful, and transparent support experience for all of our viewers.
  

  If you have any additional questions or would like to discuss this further, please do not hesitate to reach out to our Viewer Experience team at ************** or via our 24/7 chat support. We remain dedicated to assisting you.

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

  
  

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while this response is not satisfactory, it is also not worth pursuing. It is clear to me that this business shares no interest in my information security, and that I evidently have no recourse for the actions their employees took. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/30/2025

  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 December 30th 2024 I purchased a Hulu subscription for $2.99 a month for 1 year that came with free ******* also. Starting in January i started receiving a $10.99 charge for first month thinking maybe that's how they bill. Then the same amount for February, March, and April. I have a copy of agreement between myself and Hulu that states price. Price is way more than agreement made. I want my 1 year subscription that I paid for and remaining balance refunded,If not I want a full refund.

  Business Response

  Date: 05/21/2025

  Hello *******,
  
  
  Thank you for writing about the Black Friday promotion and your Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations and I assure you that I am here to address your concerns.
  
  I located the conversation with our agents with the provided information. To clarify on the matter, our records indicate that your Hulu account was deemed ineligible for the promotion due to previous subscription. While I understand you intended to sign up for the promotion, I confirmed the price point you are being charged for is correct and intended. Regrettably, there is no action Hulu can take regarding the promotion as it has expired. Additionally, services have been rendered for this subscription, deeming it ineligible for any concessions.
  
  If you no longer wish to keep the subscription, I can cancel the subscription on your behalf to cease services at the end of the billing cycle; Just let me know in your response if you want Hulu to handle the cancelation. As for the request for refunds, I recommend contacting your bank again to discuss any other options to dispute the charges. As part of this process, they may request refunds against those charges in the form of chargebacks. I cannot guarantee any action from your bank, but our billing system 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:04/28/2025

  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 a subscriber to the Hulu Live / ESPN / ******* bundle . This bundle includes an in streaming service DVR which is supposed to give me access to record shows to watch at my leisure . Suddenly my DVR stopped operating. I no longer am able to record shows. I contacted Hulu for assistance last 11/8/2024 , they said they would get back to me, and pushed my billing forward for my trouble . They had me do a number of things like turn off and on my WiFi , my TV , sign off and sign back in, renew the Hulu app. None of those things worked . So they suggested that I tried stopping my current subscription WHICH IS A LEGACY ACCOUNT, and I re-sign In which would give me a whole new account, but I would lose some privileges because its a legacy account. I said I didnt want to do that. Then they said, after a delay , there was an agency wide problem, and they didnt have a timeframe on how long it would take for it to be resolved. They said that they would push forward my billing, two weeks, $92.39 was the amount . I didnt hear anything so I contacted them again on 11/15/2024 , this time since I had tried the things they suggested, they said they still had no idea when the issue would be fixed. There was a Case #********. 11/19/2024- I decided to try again and got the same results, no estimated time for the problem to be fixed , but not before they tried again to get me to sign out of my legacy account, when there was a brief pause to tell me that me that there was no idea when the problem would be fixed. They also pushed my billing forward a week. Case#******** I didnt call again until 2/24/2025 and they told me told me the same things they stated in the previous calls. With the exception that they could only push my billing forward a week one more time and that would be the last time they could do that. So no idea when the problem would be resolved by the company , and I was told once again, it was a company wide problem. ********************** since then.

  Business Response

  Date: 05/21/2025

  Hello ****,
  
  Thank you for taking the time to reach out to us about your Hulu experience. My name is ****** and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced, and I assure you that I am here to fully address all of your concerns.
  
  First, I want to emphasize that we absolutely want to ensure our viewers have the best viewing experience possible. We appreciate your patience and understanding as Hulu continues to evolve and improve the Live experience. We value your time in reporting this matter to us, as it is your feedback that continues to contribute to the success of the programming. Without loyal viewers reporting the issues, we would not be able to track down and resolve them all.
  
  Unfortunately, some of these issues take a bit more time than others to resolve, and that happens to be the case here. We are still actively working to resolve these DVR issues, and while we would be more than happy to troubleshoot with you, unfortunately we are still also reporting the issues as unresolved at this time, which is why we have continued to provide you with service time, courtesy of Hulu.
  
  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:04/27/2025

  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.

  I have a account had to get me a new phone and number also I email it didn't save my info I need to know my info new card number as well. Last 4 of the card is 9293 # was ************

  Business Response

  Date: 05/15/2025

  Hello ****,
  
  
  Thank you for taking the time to reach out to us about locating your Hulu account. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any experienced frustrations, and I assure you that I am here to address all of your concerns.
  
  I was able to pull up your account with the last four numbers of the card you provided and your full name. I will be sending you a separate email with the subject "Hulu Support Follow-Up - BBB ********" referencing this case. Within this email, I will ask you to verify your account with the information included in this email. As soon as we can verify the account, I would be more than happy to assist you with any questions or concerns you may have, along with the mentioned service issues.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with 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 **************. Thank you again for taking the time to inform us of your concerns, and I look forward to hearing from you.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:04/27/2025

  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.

  As of today, April 27 2025. I have purchased HULU ******* and for some reasons it was being charged $95.99. and while I was giving help from the live support team ***** *. it was even harder to try to fix this..seems like the agent was being discrimanted and didn't want to help me out..the agent kept saying this is was my fault..when i stated how much it wasn't as organized as to ************* never even bother wanting to help me...this has to be a discriminnation situation and hulu can't be better than ******* tv.....why would i even pay something like this when ******* tv service is better and their customer service is way better!!!

  Business Response

  Date: 05/16/2025

  Hi ***
  
  Thank you for taking the time to reach out to us regarding the experience using and contacting Hulu Support. My name is ****, and I am a Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  I took the time to review your Hulu account and investigate the interactions with our Support team. First, I want to apologize for the experience you had with the agent today and how the conversation unfolded. Hulu strives to provide our viewers with world-class service, and it seems we missed the mark here. Your feedback has been shared with the appropriate teams to ensure we provide the best experience possible for all our viewers.
  
  I have sent feedback to the representative's direct manager for coaching. We strive for customer satisfaction, and I assure you this is not the experience we want you to have. Our goal is to provide a positive experience when viewers reach out for help, and we would greatly appreciate your feedback. 
  
  To address any concerns, our records show that during your interaction with our support, we processed a refund totaling $95.99 on April 27. You should see it credited to your card within 7 to 10 business days. If you do not see the refund processed, we recommend disputing those charges with your financial institution, as Hulu is unable to resend a refund once it has been processed.
  
  I hope this information is helpful, and I appreciate the opportunity to assist. 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:04/26/2025

  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.

  I signed up for a promotional period offered by the company specifically to me and only after being charged they revoked the promotion charging me 3x the agreed amount.

  Business Response

  Date: 05/01/2025

  Hello *****, 
  
  
  Thank you for taking the time to reach out to us regarding the charges on your Hulu subscription. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns. 
  
  After reviewing your account, I confirm that you signed up for Hulu with a $2.99/month promotion for 6 months. I am happy to reassure you that you were charged $2.99 on October 22, 2024, November 22, 2024, December 22, 2024, January 22, 2025, February 22, 2025, and March 22, 2025, making that 6 full months you were charged the promotional price of $2.99. That said, that is the reason for the full charge of $9.99 on April 22, 2025. I empathize with the situation, and your feedback regarding being prompted for the ineligible promotion is greatly appreciated. We will keep your input in mind as we work to align with the interests of our viewers.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with 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 **************. Thank you again for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23253254
  
  I am rejecting this response because:

  When I tried cancelling my subscription originally it said I was eligible for a $2.99 monthly rate if I stayed with Hulu, so I accepted the extended promotion. I do not believe it to be fair to tell me my monthly charge is will be $2.99 and then to void and increase my monthly payment without proper notification. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/16/2025

  Hello *****,
  
  
  Thank you for your response. I appreciate the additional opportunity to provide you with assistance.
  
  I am sorry to hear you were offered a rate of $2.99/month if you choose to stay with Hulu and then were charged full price. That being said, I am happy to offer you the next 4 months free of charge. I do not have the ability to apply the promotion in question so this would be the best offer I can extend to you. I have removed the pending cancellation on the account and pushed your due date to September 22, 2025. 
  
  You may decide to keep the account open after the 4 month period and pay full price for your Hulu subscription, or simply cancel it on your end at ************************************************************ and it will automatically cancel at the end of the billing cycle. Please keep in mind that prices are subject to change and credits/refunds are to Hulus sole discretion.
  
  I hope this resolution is to your liking, and I appreciate the opportunity to provide you with 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 **************. Thank you for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:04/23/2025

  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 pay for monthly subscription services for cable. Hulu increased my monthly charge by $12 without providing any notice. When I called, the initial agent could not assist. She acknowledged that this was an error on their end, and further conceded that this is a widespread error, meaning it affects ALL of their consumers. But instead of processing a refund, I was told that I need to go and toggle my subscription plan to a new plan and then back to an old plan. I was told by a supervisor that they have no way to resolve this issue but for this method. This means that hundreds if not thousands of consumers have their subscription plans increased and will not receive refunds unless they call in, complain, and take this process that Hulu is placing on consumers. Eventually, I felt I had no other choice but to listen because Hulu refused to process a refund of the extra money they charged me. When I did, my account now froze. ********************** has no way of fixing the issue right now. I now have no cable. Hulu has not offered my anything for my convenience. Hulu concedes that the hundreds and thousands of consumers will not have their price plans fixed unless they call in and toggle their price plans, even though such instruction caused greater errors.

  Business Response

  Date: 06/04/2025

  Hello ********,
  
  
  Thank you for writing regarding your bundle subscription and the associated billing issues. My name is *******, and I am with the Escalated Support team at 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 completely understand where you are coming from, and I regret to hear the issues have proved difficult to address. I reviewed your Hulu subscription using the information you provided. I confirmed the discount did not apply for the billing cycle of May. Our records indicate the charge was fully refunded by our support team in a previous conversation. I empathize with wanting to be charged the correct amount concerning any eligible discounts, and we appreciate you bringing this to our attention. I confirmed your subscription is correctly applying the discount and should be resolved going forward.
  
  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,
  
  ******* *.
  Escalated *************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:04/22/2025

  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 currently have a Hulu account which I've had for a little over a year now. I'm going to speak on behalf of all their customers and myself we've been having a serious issue with customer service and tech support getting their app updated on the smart TVs.whatever the make and model is of the smart TV it don't matter there app does not work it's full of bugs it crashes the guide doesn't work correctly or nothing for about a year now I have called more than a dozen times complaining and have gone over this with them several times and they have done nothing to fix anything.I did a little research and I Googled it and apparently this has been an ongoing problem for quite some about a year now with a lot of customers as well and ********************** support has been contacted more then several times about this ongoing issue and they have done nothing to resolve or fix it.every time you turn around they keep raising the rates and we're paying more and getting less what it all comes down to we're paying a lot of money for HULU and we're not getting what we're paying for customer service tech support has been nothing but a failure on this. they need to seriously start improving their services and updating their apps more frequently and taking their customers feedback or they're going to start losing customers.the choice is theirs if they want me to continue my business with them then thats up to them.if I'm going to pay $82 then I want to start getting the services I'm paying for I am not going to spend $82 a month to spend all my time on the phone with them

  Business Response

  Date: 04/30/2025

  Hi ****,
  
  Thank you for taking the time to reach out regarding issues with the Hulu app on your smart TVs. 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. 
  
  Thank you for your feedback regarding our customer service and tech support as well as the issues experienced while using the Hulu app on your smart TVs. I regret to hear how the conversation played out. At Hulu support, we strive to provide the highest level of excellent-quality support, and unfortunately, we may have missed the ***** Your feedback has reached our team for action.
  
  We understand that issues such as the app crashing or the live guide not working properly can be frustrating, and we are actively working to resolve these issues. In the meantime, if you have not already, we would like to suggest attempting some troubleshooting steps on your devices that experience these issues. Many of our viewers have followed the troubleshooting guide on our help site and have had success. Here is the link to the troubleshooting guide on our help site:
  
  **********************************************************************************************
  
  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 ****************.  
  
  Best, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23235691
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 05/06/2025

  I am rejecting it because I have been doing everything they have been telling me to do for about a year now and they have done nothing to fix it.I went through all the troubleshooting steps several times and several times with them on the phone in the number of times I have called tech support well we will take your feedback and look into it that's what they've been telling me for about a year now when it comes to customer support and tech support it's nothing but a failure am I going to speak on behalf of all their customers because all their customers have been having the same issues that I have been experiencing with them.

  This is from ****** Search

  Hulu has been experiencing issues with the ******* guide on smart TVs, with users reporting problems like the guide not loading, wrong time zones, missing or incorrect channels, and apps closing unexpectedly. These issues have been reported for over a year, suggesting a persistent problem. and has never been resolved.

  Business Response

  Date: 05/16/2025

  Hi ****,
  
  Thank you for the additional information. We understand and apologize for the frustration experienced. While our service has many moving parts, which can make some issues a little longer to resolve, our teams are actively working to resolve this issue. However, although we are actively working towards a resolution, we do not have a definite timeframe available for that resolution. We thank you for the feedback and it has been submitted to the proper teams for evaluation.
  
  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 ****************.  
  
  Best, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23235691
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Geissler 

  sorry I'm going to reject this because it's totally unacceptable because this has been like this for a year and a half you've had more than enough time to fix this you keep raising the prices we keep paying more money but we're not getting what we're paying for and that's the services just I'm going to speak on behalf of all your customers and we're all not happy I'm paying $86 and I have been calling about the same problem over and over for a well over a year now and you're not compensating us for *********** has to be fixed by the end of the summer or I'm just going to move on to somebody that can give me better services and most of all what I'm paying for

  Business Response

  Date: 05/26/2025

  Hi ****,
  
  Thank you for your additional feedback. We understand the frustration experienced, and we apologize that the issue has not been resolved yet. I assure you, our team is actively working to resolve this issue. We always strive to provide a world-class service, and feedback like this lets us know what we can do better. We hope to resolve this issue as soon as possible and we thank you for your patience as we work towards the resolution. 
  
  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 ****************.  
  
  Best, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer

  Customer Answer

  Date: 06/02/2025

   
  Complaint: ********listen this has been like this for over a year and if it's going to take a while then I want a free month as a compensation then I think it's the only fair thing to do all things considering
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********