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:04/16/2025

  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.

  april 16, Hulu has messed with my account as a result I cannot change payment method, pay bill or utilize. They advertise their network and should make it available.

  Business Response

  Date: 05/05/2025

  Hello *******,
  
  
  Thank you for writing about the difficulties you experienced making a payment. My name is *******, and I am an Escalation Specialist with Hulu. I want to begin by apologizing for any experienced frustrations, and reassuring you that I am here to address your concerns.
  
  I reviewed the conversation with our support agent using the provided information. It is accurate that we are unable to process a payment or submit payment information on your behalf for transparency. Under normal circumstances, the site should accept any U.S.-based valid payment method, which can be opened on a mobile browser as well as a supported computer browser. In rare cases, there may be an issue with how the webpage loads on the devices browser. I recommend clearing your browsers cache, which is known to help resolve such issues. For your convenience, I have included a link to our *********** article with the steps on how to clear the cache:
  
  ******************************************************************************************
  
  If these steps do not improve the situation, I recommend contacting your bank to ensure the payment method is in good shape. Your bank may also be able to see why the card was initially declined to shed additional light on the matter.
  
  I hope this information proves useful. 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.
  
  
  Best,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:04/15/2025

  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 overcharges sales tax and refuses to either charge the correct sales tax or refund the overcharged sales tax. They know they are overcharging, but refuse to acknowledge the error. My sales tax rate is 8.8% but they are charging me 10.3%. My sales tax rate is easily accessible on the ****************************** website, which is the sales tax authority for ********. Not only is Hulu overcharging the tax, they are charging me more than the subscription cost they publish on their website and charge other customers. I am forced by ********************** to pay a subscription premium of 1.5% more than Hulu publishes on their website and charges other customers for the same service. ********************** states the cost of their service as 9.99 plus tax, but are charging me ***** plus tax. The amount difference may be small, but they charge this every month. I was overcharged for years. My desired settlement is a refund for my ***** overcharge and correct billing going forward. *** I have to ask a company to adhere to laws and sales tax rates already in place. Attached is proof of my sales tax rate from the ******************************.

  Business Response

  Date: 05/06/2025

  Hello ********,
  
  Thank you for reaching out regarding the charges you are seeing. 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.
  
  After reviewing your account, I can confirm that you are currently being charged $9.99 for your subscription, plus any applicable taxes based on your billing zip code. We understand your concern regarding the sales tax rate, and we appreciate you providing the documentation from the **************************************. Please know that tax rates are determined by several factors, including local jurisdictional requirements, and they can vary based on location. While we are unable to provide a detailed breakdown at this time, we recognize how important accurate billing is and take this matter seriously.
  
  To ensure this is reviewed properly, we are forwarding your concerns to our internal teams who specifically handle tax-related matters. They will conduct a thorough review of your account and the information you have provided, and you will receive a follow-up email once their assessment is complete. We appreciate you bringing this to our attention, and we are committed to making sure the appropriate team fully evaluates it.
  
  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

• Initial Complaint

  Date:04/14/2025

  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 renewed my Hulu subscription for a month via ***** Pay on April 12 2025 and cancelled it the same day in order to keep it from auto renewing. I have done this many times in the past and never had an issue in purchasing a month of subscription at a time. This time Hulu kept my month and cancelled my subscription even though it is showing an active subscription on ***** Subscriptions, I tried calling for support but was given the runaround by phone operators for over 40 minutes and my account was never reactivated, I am asking for an extension of my subscription and an apology from the company for the lapse in service. Thank you

  Business Response

  Date: 05/06/2025

  Hello *******,
  
  
  Thank you for writing to us with the status of your Hulu account. 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 thoroughly.
  
  I found and reviewed your subscription using the provided information. I empathize with wanting to control when your subscription renews and prevent an unwanted charge. While I cannot speak as to why the subscription was canceled shortly after the renewal, situations like this are sometimes attributed to the third-party billing on the account. Your viewing experience is very important to us, and we appreciate you taking the time to let us know this occurred. 
  
  Regrettably, the nature of the third-party billing prevents us from taking action on the account and its transactions, so our support team is limited to answering questions you may have regarding your Hulu account. To address the charge from April 12th, 2025, I recommend you contact ***** Support for a refund request.
  
  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 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
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23204798
  
  I am rejecting this response because: there has been no effort made to correct the error and reactivate the service that I paid for or compensate me for lost time on this.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/13/2025

  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.

  ATTENTION: HEADQUARTER OFFICE OF THE PRESIDENT!!!!!!FOR MONTHS i HAVE BEEN GETTING LOGGED OUT BY HULU & HAVE SPENT HOURS AND DAYS ON THIS. IT IS AN ON GOING ISSUE NOW FOR MANY MONTHS I WANT ALL MY MONEY BACK FOR 12 MONTHS. YOUR CUSTOMER SERVICE PEOPLE ARE RUDE DISRESPECTFUL & THAT INCLUDED YOUR SUPERVISORS ( 2 ) TELLING ME I AM NOT HELPFUL THAT I CAN'T READ NOT GIVING THEM WHAT THEY NEED TO HELP THEM HELP ME HANGING UP ON ME TELL TO GO TO APPLE TO FIX THE ISSUE WITH YOUR APP. AND MAKING FEEL LIKE AN ************ HIRED THE GREEK SQUAD LIKE CO. PAID THEM ****** JUST SO THEY COULD TELL YOU ( HULU ) THE SAME THING THAT I WAS SEEING. I AM NOT A HULU / ****** I HAVE 2 ACCOUNTS I DO NOT WANT THE ***** BUT YOU KEEP LOGGING ME OUT YOU WANT ME TO USE????? I HAVE NO IDEA. I WILL NOT MAKE ONE PASSWORD FOR ??? OR ANOTHER FOR PASSWORD ??? THIS IS NOT MY ISSUE. I GAVE NO PERMISSION TO ADD OR CHANGE MINE OR ANY PART OF MY ACCOUNT ALSO i WAS NOT GIVEN ANY NOTICE GIVING ME THE OPTION TO CANCEL BOTH ACC. NOW IT LOOKS LIKE I AM GOING HAVE TO CANCEL BOTH MY ******************************* ***. OR CHOOSE ONE OVER ANOTHER. i CAN NOT MAKE SOMETHING COME UP ON MY T.V. THAT IS NOT THERE I ALSO CAN NOT READ SOMETHING THAT ALSO IS NOT ON MY T.V. SCREEN. I AM PAYING YOU TO LOGGED ME OUT TELL ME LIES BE RUDE HANG UP MAKE PAY SOMEONE ELSE $$$$ JUST SO IN 2 -3 DAYS I HAVE THE SAME ISSUE I WAS PROMISED THE LAST TIME THIS WOULD NEVER HAPPEN AGAIN I WANT A CALL FROM NOT CUSTOMER SUPPORT BUT FROM THE OFFICE OF THE PRESIDENT I HAVE IMAGES BUT IT WILL NOT LET ME LOAD TOO BIG I DO NOT KNOW HOW TO RE SIZE

  Business Response

  Date: 04/25/2025

  Hi ******,
  
  Thank you for taking the time to reach out regarding your account being logged out periodically and your experience with our customer service team. 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 your subscription and the interactions with our support team. At Hulu, we strive to provide world-class service on every interaction, and it seems that we have missed the **** this time. I have reviewed the interactions and have provided feedback on those agents. As a courtesy, I have provided a one-month service credit to the account. However, regarding the refund request, we cannot process the refund amount requested. I do see that two months of refunds were applied to the account on April 7th, 2025. This credit, in addition to the two months of refunds processed, brings the total compensation up to 3 months. 
  
  As for the ongoing login issue, an account can be logged out for many reasons, which leads to the account owner needing to log in to the account again. For a bit of background, your Hulu account will share the login credentials with ******** For many of our viewers, troubleshooting has resolved this issue. Here is a link to our troubleshooting guide on our website that many of our viewers use:
  
  **********************************************************************************************
  
  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: 04/25/2025

   
  Complaint: 23198946
  
  I am rejecting this response because:
  I will not or better I can NOT USE ONE log in these two accounts that have been set up not a package I do not want a package. So moving forward you will need to cancel my sub. and when you find away for people like me who want both but not as a package let me know. I am so angry about this, I am think to also cancel ****** too if I can't have my program hulu this SICK
  Sincerely,
  
  ****** **********

  Business Response

  Date: 04/30/2025

  Hi ******,
  
  Thank you for your additional information. We apologize for the inconvenience. This feedback has been moved to the proper team for further evaluation. I understand you would like your Hulu account canceled as well, but upon review, the account was already canceled on April 25th, 2025. We hope that you give our service another chance in the future. 
  
  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: 04/30/2025

   
  Complaint: 23198946
  
  I am rejecting this response because: No I do not think I would give you another chance until YOU contact me that you found the issue and fixed it. But I don't think you one hoot if you fix it or not you owe me money for all the time I put into fixing your issue I pay you for a service not so I can fix your issue I get paid ***** an hr I have worked this issue with you  time the first time it was 3hrs ***** each time for a total of ******. get together with ****** was not best investment now you have many people like me canceling I was hoping that if I cancel Hulu the same issue I had with them & you  would stop and no it did not so now ****** has to go too
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 05/13/2025

  Hi ******, 
  
  Thank you for your additional feedback. The feedback has been moved to the proper team for evaluation. We understand and apologize for the frustration experienced. Our goal is to provide a world-class experience and service, and we will continue to improve our service with the feedback provided. 
  
  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

• Initial Complaint

  Date:04/09/2025

  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 have been getting charged by Hulu LLC (the TV streaming service) through my ****** account since June, 2020. I tried multiple times to get this resolved as well as getting my bank involved and getting a new debit card but the charges continued. I did not know how to get this resolved because it wasn't showing up in the subscriptions on my ****** account. Finally, my daughter did some snooping and found a forum on the internet with people were having the same issue. It's there that I found out how to access that charge and to get it cancelled along with a phone number to call to contact them. I do not have this service, nor have I ever had this service. I had an account at one time with Hulu which I was paying directly, not through amazon and was being charged twice a month for it. I called Hulu and cancelled that service months ago because I signed up with ****** Plus and Hulu through ******* which I now get for free. I have been charged $888.40 since June 2020. I finally was able to cancel this service today and all they would refund me is $75.96. This is criminal and I know for a fact this is happening to a lot of people and they can't figure out how to get it stopped. My bank told me today that in order to get this stopped I was going to have to close down my bank account which would a nightmare because it takes an act of congress to get my social security switched over and I can't afford to miss a month of that. They're taking advantage of people and they should be investigated.

  Business Response

  Date: 04/29/2025

  Hello *****,
  
  Thank you for reaching out regarding the trouble you experienced with unauthorized charges. 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.
  
  After reviewing your account and prior communications with our Customer Support team. I was able to determine that the issue took place due to there being two accounts active at the same time. I can confirm that a refund of $75.96, covering four months of service, has already been issued, and the associated account has been canceled to prevent any additional charges from taking place. The refunds processed during your interaction with Hulu Support would be the maximum concessions we can provide per our policies. I understand that you have experienced charges over a longer period, and I recognize how upsetting this must be. However, as the account in question dates back several years, and due to our limitations regarding the refunds we can provide,  we are unable to process any additional concessions directly through Hulu.
  
  For any remaining concerns regarding past charges, we recommend working directly with your financial institution to dispute those transactions. Your bank will have the resources and authority to investigate and determine the outcome of any disputes. Please be aware that the final decision regarding any reimbursement will be made at their sole discretion. While I know this is not the outcome you were hoping for, we want to ensure you have the appropriate avenues to seek further resolution.
  
  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
  
  

• Initial Complaint

  Date:04/07/2025

  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.

  in 2/25 I spoke with a hulu agent on chat about my current sub to hulu and *** bundle that was ***** and if it was possible to switch to the Tm "On us" hulu plan and keep my *** for 2.99 a month. The lady in chat was very insistent that I would be able to keep this plan and have tm pay for hulu then directly pay 2.99 a month for ***. I asked her to help me step by step so I didn't make a mistake and she walked me through the entire process even on the ** site. This is all viewable and verified by hulu ***resentatives that I've spoken with. When it came time, she told me to hit cancel and I asked again about the ****** plus for 2.99 and she said it was going to work. I hit cancel and she then said it was no longer available. I spoke with hulu customer service on the phone about this interaction and the agent spoke with his supervisor and they both said they would give me a free month in the meantime until the plan was fixed and I can get the *** for 2.99 a month and have tm pay for hulu. I called again today 4/7/25 as my free month ends 4/13/25 and was told that the chat lady was wrong, and also the *** I previously spoke to on the phone and his sup were wrong, that I cannot get *** for 2.99 a month that I can get *** for ***** through the ** website. I also cannot bundle plans where tm is paying for hulu so if i cancel tm payment and get the same plan I had before it would be ***** a month. I then was escalated to "the highest level of support". while on hold, the *** who was connecting said he was talking to her on chat and she would offer a free month of dp or I could hold. I told him Id hold and he then said she said she was going to say the same thing. said they cant fix the price to 2.99 nor give me ** for free until I cancel hulu. I have to get *** for ***** or cancel and bundle for *****. I was scammed I was directed by a hulu *** to cancel hulu(ending my rate of ***** that I cant get back)and after canceling I'm told There's nothing they can do.

  Business Response

  Date: 04/23/2025

  Hello *****,

  My name is ****, and I am an Escalation Specialist with Hulu Support. I would like to sincerely thank you for reaching out to us regarding the difficulties you have encountered with your current subscription and the experience you had with our support team. I deeply regret any frustration or inconvenience this situation may have caused, and I am fully committed to addressing your concerns.

  I have carefully reviewed your prior interactions with our support team. At Hulu, we strive to deliver an exceptional viewing experience along with outstanding customer service. It appears that, in this instance, we may not have met those standards. I will ensure that your feedback is shared with the appropriate internal teams so that we may continue to improve.

  After reviewing your account and the current circumstances, I regret to inform you that it is not possible to reinstate the previous pricing associated with your Hulu subscription, as it was part of a legacy plan that is no longer available. Additionally, the promotional offer you are receiving through T-Mobile is not eligible to be combined with any other promotion or bundle. As a result, it cannot be configured in a way that would provide a credit for maintaining an active Hulu subscription.

  To follow up on this matter, I will be sending you an additional email titled BBB Follow-Up: *********. In that message, I will outline a few options regarding possible compensation. While I want to be transparent in noting that we will not be able to offer a long-term resolution, I would still like to extend a gesture of goodwill in light of the inconvenience and the support experience you have encountered.

  Thank you again for bringing this matter to our attention and for allowing us the opportunity to assist you. If you have any further questions or concerns, please feel free to contact us via phone or chat support at **************. I look forward to your response.

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

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23172333
  
  I am rejecting this response because:

  As stated in the origional complaint, I was getting hulu and DPP far less than the available options for bundling.  In your message you said you would be willing to credit me 4 months free if I canceled my FREE tmobile subscription and subscribed for a bundle on the site.  To get the same bundle it would be ***** a month.. 12 a month vs 20 is a big difference and to only be offered 4 months then have to pay 20 is outrageous considering I currently get hulu for free (as directed by hulu via the chat in question).  As you stated before and the multiple agents I've spoken to since being directed to take advantage of tmobiles free plan, the tmobile plan can't be combined, so to fix this issue I suggest I can make a new, separate ****** account and it can be adjusted to where I pay 2.99 for just ****** plus premium on that account and get ********************** for free though tmobile, or credited for free until my account with ********************** is canceled by me.  And to be honest, I'm quite concerned about the offer for "free" montly credits (referring to the 4 months free you said in your message) as i was told by the lady I spoke with that was the highest level of support that I would be getting another free month after that phone call on the 7th that would start at the end of the complimentary free month I was already given prior that would end on the 14th.  That did not happen and I spoke with 3 reps, one on the 7th that said she could see i would get another free month starting the 14th and 2 on the 14th that said they could see that it was in the notes but they would not honor it as it "couldnt be done in the system" as quoted by the 2 reps i spoke to and thier supervisor on the 14th.  I told them that the highest level of support said it would and they said they can see that but they weren't going to honor it where I already had 1 free month.  The first rep said that he would call me back on another line to listen to the voice recording I had of her saying she'd give me the free month and he never called back so I called again and asked to speak to a supervisor after being told again that I wouldn't get the free month so he could listen to the voice recording and I was on hold for 15 min then they hung up on me and never reached back out..
  
  Sincerely,
  
  *****` ******

  Business Response

  Date: 05/05/2025

  Hello *****,
  
  
  Thank you for writing back and for responding to my email correspondence. I empathize with the impact on your experience with Hulu, and I am committed to providing the best resolution possible.
  
  I hope the concession offer I outlined in our communication is suitable, and I await your reply and confirmation.
  
  
  Warm regards,
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:04/04/2025

  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.

  Repair case ********* has not been completed. We pay for video AND AUDIO. We have no audio. Two hour tech support support phone call did not resolve the audio.Higher level Tec suppprt promised to respond regarding no audio on **** android tv.

  Business Response

  Date: 04/22/2025

  Hi LouisEvelyn, 
  
  Thank you for taking the time to reach out to us regarding the experienced with streaming and using Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced. I assure you I am here to assist in getting this resolved for you.
  
  I'm sorry for any frustrations you experience when trying to stream on your *********** At this time, we have no reports of troubleshooting failing to resolve this issue; Here is a helpful link that has been known to resolve these concerns. ***************************************************************************************************;
  
  If this continues after exhausting all troubleshooting, we would recommend using a different device.
  
  I understand wanting to enjoy your Hulu uninterrupted and we appreciate your viewership. I hope this information is helpful and I appreciate the opportunity to provide assistance. 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:04/04/2025

  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 got Hulu their top package, which includes ESPN plus and ******* without commercials on some things. Ive had the service not quite two years and I really loved it however one month after getting the service which I switched to from ******* they went up on my rates by about five or six dollars then I started having issuesof it freezing locking up I would call I would be put on hold and its been constant every two or three weeks having to reset getting in touch with them then things begin to get a bit better. Then they went up on the rate again within the last 6 to 9 months. I did not realize it until all of a sudden I got the bill that was higher. The same thing has started happening freezing locking up. It has truly picked up staying within the last month or two. Ive called on occasion over the lastcouple months and its always sorry for the inconvenience. More often than not you get people you cant understand due to the language barrier and they always in the end. Have you turn off everything turn off your Internet you have to reset everything then you have to go back and re-sign and this is getting old. Well, I decided to log into ******* and I cant get in this happened last night finally after about 12:40 AM with a chat back-and-forth it just ridiculous so we will see if I can get back into *******. It worked better when it wasnt bundled with Hulu. It is a horrible company. Their service has been consistently getting worse. I hope that I will be able to find something else and be donewith Hulu. Theyre getting just like DIRECTV was.

  Business Response

  Date: 04/24/2025

  Hello Alasondro,
  
  
  Thank you for reaching out to us about your Hulu account and the continuous freezing issues while streaming. 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.
  
  After reviewing your interactions with Hulu Support, I confirmed that we have exhausted all available troubleshooting steps to resolve the issue, but unfortunately, we were not successful. I appreciate your efforts to get this resolved. I do not see that a speed test was performed, so please ensure that you are receiving at least a download speed of 8 Mbps and a latency/ping no greater than 35ms.
  
  Streaming involves many moving parts, and we must do our due diligence to address any unwanted errors. I understand the impact this has had on your viewing experience, and I am sorry for the inconvenience it has caused. Our teams will need to investigate the issue further, but I cannot promise a specific timeframe for a resolution. I suggest performing the same troubleshooting steps periodically in case there has been a resolution on the backend.
  
  I hope this response proves to be useful, 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
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23160252
  
  I am rejecting this response because: I have fiber optic, and my speed is blazing fast and every time Hulu goes up on the service things get worse. This is just a runaround. Hulu is doing now as I feel behind the scenes. This is purposeful. The many times I have had issues. Im always having to restart everything over and over again and this is just getting old. I really do believe I deserve to have my service that I pay every month reduced for the lack of customer service and horrible performance by Hulu.
  
  Sincerely,
  
  Alasondro ******

  Business Response

  Date: 05/16/2025

  Hello Alasondro,
  
  
  Thank you for your response. I appreciate the additional opportunity to provide you with assistance.
  
  To best assist you with this matter, I will be sending you a separate email with the subject "Hulu Support Follow Up - BBB ********," referencing this case. Within this email, I will include the next steps to take, so I can further investigate the possible cause for the streaming trouble.
  
  We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. Thank you again for taking the time to make us aware of your concerns, and I look forward to hearing from you.
  
  
  Best regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:03/29/2025

  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 been watching Hulu live for a while now. I have the app downloaded on my phone and Android tablet. As of 3-28-25 I am no longer able to log into my hulu app on my tablet and watch anything. It works on my cell phone but not on my tablet. I keep getting Location Timeout message. It keeps saying Hulu could not load because the devices location is unknown. Please verify you have location services enabled. Which I spent 3 hours on the phone with a hulu specialist to only be told it's a problem on their end and there is nothing they can do right now. No time frame when it will be fixed. We pay way too much money for this service not to work.

  Business Response

  Date: 04/17/2025

  Hi *****, 
  
  Thank you for taking the time to reach out to us regarding the experienced with streaming and using Hulu. My name is ****, and I am an Escalation Specialist at Hulu. I sincerely apologize for any frustration experienced. I assure you I am here to assist in getting this resolved for you.
  
  I'm sorry for any frustrations you experience when trying to stream on your Android tablet. You can find the models of Fire tablets we support by visiting our *********** article at *********************************************************************************************.
  
  At this time, we have no reports of troubleshooting failing to resolve this issue; ***************************************************************************************************;
  
  If this continues after exhausting all troubleshooting, we would recommend using a different device.
  
  I understand wanting to enjoy your Hulu uninterrupted and we appreciate your viewership. I hope this information is helpful and I appreciate the opportunity to provide assistance. 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:03/27/2025

  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.

  Have had a HULU subscription for well over a decade. I pay for a ***** add on separately from my ************** Bundle. I changed my payment method and since doing so HULU has been over charging me for the add on. I spoke with a supervisor in February and the fees were waived. Today, I noticed it occurred again. I called in and the ***resentative ****, waived the additional fees however he also canceled my STARZ in error or out of spite!!! I called back and the ***resentative said there was nothing she could do to resolve the error, absolutely ridiculous, the previous *** pressed a button to delete/cancel STARZ why couldnt she reinstate it? She looked at billing history and said $10.99 is what I have been paying other than the 2 billing errors on Feb 11th and FEB 26th.

  Business Response

  Date: 04/05/2025

  Hello ******, 

  My name is ****, and I serve as an Escalation Specialist with Hulu Support. I would like to begin by sincerely thanking you for bringing to our attention the billing discrepancies you have encountered with Hulu, as well as the unsatisfactory customer service experience. I deeply regret any frustration this situation may have caused you, and I want to assure you that I am fully committed to resolving your concerns to your satisfaction. 

  I have reviewed your account and the case history in detail. First and foremost, I would like to address the support experience you have had. It appears that the previous agent mistakenly canceled your Hulu subscription and revoked access to the ***** add-on in a manner that was not in line with our standard procedures. At Hulu, we are committed to providing the highest level of service, and I sincerely apologize that we did not meet that standard in this instance. Please know that I will be forwarding feedback to the appropriate teams so that this issue is addressed and prevented in the future.

  Upon reviewing your account, I noted that for some time, you were receiving a billing credit for your Hulu base plan due to the Verizon-billed ******* bundle being active under the same email address, leaving only the ***** charge on your account each month; However, in February, I found documentation indicating that you lost access to *******, which led one of our support agents to provide you with a standalone ******* subscription and recommend you contact ********

  As a result of the brief removal of the bundle and the provision of a separate ******* subscription, the split billing credit for Hulu was revoked, causing you to be charged the full Hulu monthly rate of $9.99 in addition to the ***** charge.

  Currently, your Hulu account remains canceled. If you wish to re-subscribe to Hulu and add ***** to your account, the split-billing credit should automatically resume, as the Verizon-billed ******* bundle is now active once again. 

  I will be sending an email titled BBB Follow-Up: ********, which will provide details regarding an offer I would like to extend to you in recognition of the poor customer service experience you have encountered. 

  Thank you for bringing this matter to our attention and giving us the opportunity to assist you. If you have any additional questions or concerns, please do not hesitate to reach out to us via phone or chat support at **************. I look forward to your response.

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