Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2022

  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 been in touch with Hulu customer service a handful of times since I found out about all the MONTHLY charges I was being charged. In the fall/winter of 2021 going into 2022, I realized I was paying for 3 different Hulu accounts under my household (1). The first issue was I had no idea we had three accounts, I did not set up three different accounts, there was no need for that. When I called to ask why I was getting charged 3 different times a month, they found out all the accounts through different emails. 2 different emails made sense once I found out. My husband was working out of town and didn't realize that he could just use my account. We called them to close that account down after he got back home after working out of town for 4 months, only 4 months. They kept charging us after closing it, the 3rd account we found out was an account opened by mistake. The mistake was the email address was entered incorrectly and it still opened up an account and knew to charge my card somehow. How do they not verify an unknown email address through the email as the 1st step is to have you verify it by checking the email. Long story made short, we were charged for that unknown email address for several months, possibly a full year or longer, and they will not refund for not using their services on that account. What company does that? They have told me each time I've called to get this matter resolved that they can ONLY refund the last 3 months but that is it which I understand although when it comes to services you haven't used due to a "technical error" and they're "still" charging your card, I find that awful customer service!!I would like to be refunded for that third Hulu account that was never used. I did a calculation and it is slightly over $2,000 between the 3 accounts. I would like this matter resolved. I will not listen to that. They can only refund the last three months worth. I feel that is untrue.

  Business Response

  Date: 01/18/2023

  Hello *******,
  
  Thank you for writing to us about your Hulu subscription and the related billing concerns. My name is ****, and I am a Resolution Specialist here at Hulu Support. We greatly appreciate the feedback about the frustrations you have experienced. I am committed to providing you with the best available resolution, and I apologize if your experience has been less than stellar.
  
  I reviewed the interactions with our support agents and the Hulu account. I can confirm that we have provided the maximum amount of refunds for situations involving accidental account creation. It is the viewer's responsibility to advise Hulu of any charges that are undesired, as Hulu has no way of knowing the intention or purpose of any particular account billing any one person.
  
  To possibly obtain any further refunds, I strongly encourage you to reach out to your banking institution to dispute the charges in the form of chargebacks. This procedure would be at the sole discretion of your financial institution, however. Should your bank submit disputes for these charges, Hulu will comply in full with such bank requests.
  
  Thank you for allowing me the opportunity to address the concerns you have brought to our attention entirely. We are happy to assist with any additional questions or concerns that *** arise. You can always reach out by phone at **************** or via chat by logging into your account.
  
  Regards,
  ************
  Resolution Specialist, Hulu Support
  

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased merchandise online. Initiated return 12/13. HULU****. Package was received at the return center on 12/15 per **** tracking. I still have not recieved my refund as of 12/29.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 8, 2023/01/18) */
  Hello******,
  
  Thank you for taking the time to reach out to us about your concerns about a purchase made online. My name is ******, and I am a Resolution 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 address all of your questions.
  
  We regret to inform you that Hulu does not sell merchandise, nor are we associated with any places that claim to sell official Hulu merchandise. We would recommend you contact your bank to facilitate a dispute if you are experiencing trouble getting your refund from these retailers not affiliated with Hulu.
  
  We hope you found this information helpful, and 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 day.
  
  Warm regards,
  *********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (2000, 10, 2023/01/18) */
  Resolved

• Initial Complaint

  Date:12/26/2022

  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.

  This is a terribly unfair series of interactions with Hulu. I'm a Hulu and ******* subscriber. I made multiple calls to confirm the exact deadline to convert my annual Hulu subscription to a monthly Hulu subscription and still be able to keep my great $2.99 add-on for ******* w/No **** Key call for a supv. to listen to is my call of 12/2/22 although there were numerous calls where the Hulu rep confirmed that I could convert my annual Hulu sub when it expired on 12/16/22 to monthly, then be able to add back the $2.99 add-on for ******* w/No **** My last call of 12/8/22 finally confirmed that apparently I'd been given the wrong info, that 12/7/22 was actually the final date when I could have converted my annual sub to monthly then apply the $2.99 add-on for ******* w/No **** I was livid primarily because I have a great Amex card that offers to reimburse monthly Hulu/******* sub fees, not annual. I called multiple times to avoid this, yet all I was offered was 'sorry' & a 1 mo. ext. to try and escalate this for a resolution. Unless I get back the monthly Hulu sub w/******* No *** for around $10.98, I'll lose at least $142 annual reimbursement from Amex (for many years). Completely unfair after all of the calls I made to Hulu. Any solid training could have avoided this. Hulu needs to convert my annual sub to monthly and place the $2.99 add-on for ******* w/No *** on my acct. to correct their bad call center staffing errors and keep me as a Hulu/******* sub. There is nothing more a customer could do other than call to re-check, re-verify -- which I did via multiple calls.

  Business Response

  Date: 01/18/2023

  Hello Cleveland,
  
  
  Thank you for taking the time to reach out regarding the available plan options for your Hulu subscription. My name is *******, and I am a Resolution Specialist with Hulu Support. I want to begin by apologizing for any potential frustration experienced and ensuring that I am here to address your concerns thoroughly.
  
  I reviewed your Hulu subscription and all associated records when contacting Hulu Support. First, I want to apologize for how the conversations played out. Hulu strives to provide our viewers with world-class service, and it seems we missed the mark ***** Your feedback has been shared with the appropriate teams to ensure we provide the best experience possible for all of our viewers.
  
  I confirmed you were granted a courtesy credit to your Hulu account, pushing the billing date forward to February 16th, 2023. Bear in mind your Hulu subscription is presently on the annual plan, with ******* (Without Ads) billing monthly. I sincerely hope this helps address any concerns regarding the plan choices. Hulu never intends for you to feel misled about your subscription and are happy to take your feedback. I invite you to share your input and thoughts at our community site community.hulu.com where you *** find similar ideas and suggestions that you would be able to upvote, along with submitting your feedback that *** not already exist. Our Hulu Community site funnels your valuable feedback directly to the teams that matter and is one of the primary methods for our viewers to voice their thoughts.
  
  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 for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******************
  Resolution Specialist, Hulu Support

  Customer Answer

  Date: 01/18/2023

  Per your status request, I have not received any response at all from Hulu. In fact, unfortunately I was just charged for the full year, so my account has not been converted to monthly with the No-Ads add-on for $2.99

• Initial Complaint

  Date:12/20/2022

  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 pay for no ads and still get commercial ads infact it seems like more. I believe this is fraud because it doesn't say fewer ads or less ads or not even some ads it says "no ads". Hulu needs to remove ads from their "no ads" campaign
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Hello********
  
  
  Thank you for taking the time to reach out to us about your Hulu subscription and Hulu (No Ads) plan. My name is Bernard and I am a Resolution 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 address all of your concerns.
  
  I empathize with the want to minimize the interruptions to your favorite programs. To set the correct expectations, the Hulu (No Ads) portion of your Hulu (No Ads) + Live TV plan only applies to on-demand content provided by the Hulu plan. The Live TV add-on provides its own subset of on-demand content in addition to the Live channels that broadcast regularly, which are not affected by the Hulu (No Ads) plan. For some viewers, it is possible to encounter commercials frequently if the Live TV add-on provides the content you primarily watch. For subscribers with Hulu (No Ads) without Live TV, the only show that is subject to ads at this time is Grey's Anatomy, which we do make known on our Help Center:
  https://help.hulu.com/s/article/no-ads-exceptions
  
  If you feel you receive ads in error, I ask that you include any shows along with the season and episode number where the ads appear in your response. Upon receipt, I will be sure to research the show for any possible issues, confirm the program's inclusion in Hulu (No Ads), and report back any findings.
  
  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 look forward to hearing from you.
  
  Best regards,
  
  Bernard C.
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 7, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To get paid from sponsors to run their ads and to get paid from customers for no ads is double dipping and is Bad Faith not to mention false advertising. I pay for no ads and that's what I want no ads or in the very least the option to skip ads by pressing the star key on remote when commercials come on like the interactive commercials allow you to interact with them. Ultimately the request is to receive what is advertised and I pay for "NO ADS"
  
  
  Business Response /* (1000, 16, 2023/01/31) */
  Hello********
  
  
  Thank you for your response. I appreciate the additional opportunity to provide you with assistance.
  
  As mentioned in our previous interaction, the Hulu (No Ads) portion of your Hulu (No Ads) + Live TV plan only applies to on-demand content provided by the Hulu plan. Through the Live TV service, you gain access to a plethora of on-demand content provided directly by the networks we partner with. For more information regarding Network On-demand content, please refer to our terms and conditions in the link below.
  
  For your convenience, I have included the section that mentions you may still see ads if you are subscribed to both the Live TV service Tier and a service featuring on-demand content without ads. As always, your feedback is greatly appreciated.
  
  https://www.hulu.com/subscriber_agreement
  
  Chapter 2. SUBSCRIPTION TERMS.
  Section k. Service Tiers With or Without Ads:
  "If you subscribe to multiple Service Tiers, the terms of one Service Tier may not impact those of another Service Tier. For example, if you subscribe to both the Live TV Service Tier and another Service Tier featuring Content on-demand without advertisements, you will still see advertisements while streaming Content from the Live TV Service Tier."
  
  That being said, if you would like to remove No Ads from your Hulu plan, you may do so at hulu.com/account. Please do not hesitate to let us know if we can help with all other questions or concerns, as the No Ads inquiry has been fully addressed. You can always reach us at ****************, and we are happy to assist.
  
  Best regards,
  
  Bernard C.
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 18, 2023/02/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are no different tiers you all have it listed as hulu live (no ads) so you all present it as one package not hulu no ads and hulu live so that's misrepresented which means you all are double dipping by charging customers for hulu live (no ads) and getting paid for endorsing commercials and as i said that's Bad Faith and fraudulent

• Initial Complaint

  Date:12/19/2022

  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.

  I have a bundled account for Hulu through ******** However, I cannot access content via Hulu.com and none of thee three Hulu reps that I have contacted (lasting over 4 hrs of time) can rectify this situation. This means that I am being billed for a service I cannot access. I have stood on my head trying to get them to fix this, but they won't/can't. The reps just keep asking questions, but never provide any answers or fixes.It's time for them to make this right.

  Business Response

  Date: 01/05/2023

  Hello *****,
  
  
  Thank you for taking the time to reach out to us about your Hulu service and the ******* bundle. My name is *******, and I am a Resolution Specialist with Hulu Support. I want to take the time to apologize for any frustration you *** have experienced, and I assure you that I am here to address your concerns thoroughly.
  
  Using the information provided, I reviewed your ******* bundle account and the interactions with customer support. I confirmed that a ********************** account under your email address had previously existed on Hulu's systems, contributing to any activation issues. While I am glad to see you activated your Hulu service under a different email address, I understand from the conversations with our agents you intended to use your primary email. Should you wish to use your primary email address for Hulu, you need to delete the account tied to the email address in question.
  
  You have the right to request that Hulu delete the personal information we collect or maintain about you and your account, subject to certain legal exceptions. To make this request:
  
  1. Go to your Account settings on Hulu.com
  2. Click on Your ********** Privacy Rights under Privacy and Settings
  3. Then, click on Start Deletion in the section titled Right to Delete and follow the instructions
  
  To complete your request, you must verify via email that you are the account holder (or an authorized representative). Once your deletion is processed, you will lose all account settings and preferences. You will also be unable to log in to this account. This action is permanent.
  
  Once the email is deleted and available for use, you *** update the email address on your Hulu subscription from www.hulu.com/account on a supported browser.
  
  I understand the additional steps to accomplish our goal *** not be ideal in our quest to provide you with an excellent viewer experience. I invite you to share your feedback and thoughts at our community site community.hulu.com where you *** find similar ideas and suggestions that you would be able to upvote, along with submitting your feedback that *** not already exist. Our Hulu Community site funnels your valuable feedback directly to the teams that matter and is one of the primary methods for our viewers to voice their thoughts.
  
  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 taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******************
  Resolution Specialist, Hulu Support

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I hate it when the "solution" to a problem created exclusively by ******* incompetence is for ME to waste more time chasing this issue for them. Should have been easy and should not require me to waste even more time tracking down this problem.

  Business Response

  Date: 01/27/2023

  Hello *****,
  
  Thank you for responding to us regarding your Hulu service and the ******* bundle. I want to assure you that I am still here to address this.
  
  I understand the frustration you are experiencing with the presented concern. It is at this time we strongly recommend that you follow the steps presented in our previous conversation in order to correct the email. I apologize that this is our only option at this time to correct your concern.
  
  I hope you find this information helpful. We would be glad to help with any further 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 look forward to your response.
  
  Warm regards,
  ****************
  Resolution Specialist, Hulu Support
  
  

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing has changed. They just keep chanting the same mantra. Meanwhile, I am still getting emails about "activating" my now-canceled account.

  Business Response

  Date: 02/13/2023

  Hello *****,
  
  
  Thank you for your response and for providing me with an additional opportunity to address your concerns. While we understand the process to delete an account is less than ideal, there is no action Hulu Support can take other than offering the steps in our initial email. While I have no further information to share regarding the issue, your feedback and time are appreciated and always accepted.
  
  Should any other issues, questions, or concerns arise, we would be glad to help via our phone or chat support channels. The contact number for support is **************. Thank you again for taking the time to make us aware of this matter, and I hope you have an excellent rest of your week.
  
  
  Best,
  
  ******************
  Resolution Specialist, Hulu Support
  

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with Hulu at least as far back as 2018. I have never had issues with their service, stream quality, or payments. However, upon cancellation, I found their refund policy to be insufficient.
  
  Perhaps there is no regulatory guidance on what businesses are to do in cases of early cancellation, but from my experience with any service provider, there is always a pro-rated refund offered as part of a cancellation. This was not the case with Hulu.
  
  They offered to provide a deferred cancellation, where they essentially forced me to use their service for the remainder of the billing period.
  
  It is not adequate to provide that as the sole option for consumers. Having financial reserves in place to offer prorated refunds is a standard business practice. It is unscrupulous for Hulu to offer their deferred cancellation as some sort of bargaining chip.
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Hello ****** ,
  
  My name is ****, and I am a Resolution Specialist at Hulu. Thank you for taking the time to reach out to us regarding the charges to your Hulu account. I sincerely apologize for any frustration experienced.
  
  We appreciate your time and are committed to addressing your concern. With the information that was provided, I was able to review your account in full. Upon looking through the subscription history, it appears that the refund was initially denied due to the amount of usage. Generally, the request to cancel should have given access to the account until the end of your billing cycle. However, it was fully canceled, so it immediately removed access.
  
  In full transparency, Hulu is only able to refund full charges that were made, not prorated amounts of the remainder of a bill period. We appreciate the feedback as we are always working to improve and add features to provide a service our viewers want.
  
  That said, this is not the experience we would like you to have when wanting to cancel our service. As a courtesy to a valued customer, I refunded both charges from 12/06/2022 and 11/06/2022 for a total of $59.96, which should credit back to the card that was charged in 3-5 business days, depending on your financial institution.
  
  I hope that in providing this additional information and confirming the refunds has eased the concerns you have brought to our attention. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is (************** I hope you have an excellent rest of your week.
  
  Regards,
  *******
  Resolution Specialist Hulu Support
  
  
  Consumer Response /* (2000, 7, 2023/01/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, I accept this response and resolution.
  I am glad that Hulu recognizes the flaw in their current business process.
  An improvement I would advocate for, is providing transparency on what their allotted streaming usage is.
  If customers are made aware of these restrictions prior to cancelling their subscription, there would be no surprises.
  This is the first step in Hulu becoming a more honest business.
  Thank you

• Initial Complaint

  Date:12/18/2022

  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.

  My issue all started back in March when I changed my email due to my old one no longer being available to me. I was grandfathered into a really old pricing through Hulu with no ads for 699 which I had an agent confirm then when I change my email. Somehow my grandfather price got dropped off when they changed my email and I was told by another agent as I probably talked to several of them in the past two months that somebody did not set my account up right which is fine, but I reached out saying that my account didn't seem right, and I was sent through the hoops was either disconnected from chats was told that they would fix my pricing, but that the system was down several times and then finally after two months of trying to get this resolved and get my original pricing back that was grandfathered in and having been a long scene member I was told that there is nothing they could do so not only was my time wasted, but I was lied to . I have two reference number and further chat can be found between the two dates of these reference number ********** and *********** I spent probably over 10 hours on chats getting disconnected or lied to . Every agent even acknowledge that I had an older plan that I was grandfathered into in February and saw that my email was changed and that's when my price started going up . I was even told they would fix it and they didn't . And then refused to . The best they could offer me was a free month and that was after arguing with them 2 hours . Further to the insult I was told that they couldn't offer it because it was past December 8 when I reached out to them in early November about the issue but apparently their systems were down. The only fair resolution would to grandfather my plan in with taxes $38-40 with no ad for Hulu , ******************************** . Provided are screen shots from 7th of November and today.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 8, 2023/01/06) */
  Hello********,
  
  Thank you for taking the time to reach out regarding your experience withs upport and your plan. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced and ensuring that I am here to address your concerns thoroughly.
  
  First, after reviewing the interactions you had with us, I want to extend my sincerest apologies. We take the delivery of excellent customer service very seriously here, and what you experienced is the stark opposite of the experience we strive to provide in every interaction. I want to share that I have sent feedback to the representative's direct manager for coaching. Regrading the chat disconnections, it does appear that the chats were disconnect from your end likely due to a connection error and our agent ended chat only one time where you asked to leave feedback. I would like to provide you some additional information that may help clarify what occurred.
  
  I reviewed your billing history and I can see that back in March 2022 when the *******+ bundle was added, the No Ads add on was removed. This was likely a mistake as No Ads was added back in July 2022. The first full billing with this change made was on July 28th for $46.39 where you had Hulu No Ads with the************************************************* It appears that this billing continued through October where you were charged an amount of $112.84. This $112.84 charge and the charge of $26.62 on December 1st were both refunded as well due to an error that appears to have occurred with the billing.
  
  However, due to the plan changes that we have put in place since December 8th, we no longer have the plan of Hulu No Ads with *******+ and******+ since the introduction of the ad-tier with *******+. The plan you are currently subscribed to as the***** Premium plan would be the closest match to the plan that you had prior to canceling. We have also experienced a couple of price increases as well for the *******+ bundle and the base Hulu plans in the past year.
  
  Thank you for taking the time to make us aware of this concern and providing us with the opportunity to assist. The contact number for support is *************** We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.
  
  Thank you,
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:12/17/2022

  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 hulu as my main source of live TV for news, sports and entertainment. Not only had the cost increased over the last year by over $20, this service consistently kicks me of during live broadcasts, constantly interrupts during a program as if it's trying to reboot or just starts a program all over, blurring picture while watching the news, voicing is off when programming is on like watching a bad voiceover dubbed foreign film! For almost a hundred dollars a month, service is unacceptable.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 8, 2023/01/05) */
  Hello ******,
  
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related streaming issues. My name is *******, and I am a Resolution 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 address all of your concerns fully.
  
  I completely understand where you are coming from, and I regret to hear the issues are so intrusive. Using the information provided, I reviewed your Hulu subscription in full. While I could not immediately identify any outlying factors that may contribute to the reported behaviors, I am happy to offer help all the same. To set the right expectations, I wish to clarify that any technical issue persisting after troubleshooting requires additional investigation from our teams. I recommend you reach out to Hulu Support during any periods of unintended app and streaming behaviors if at all possible. You can find the troubleshooting steps I recommend in this Hulu Help Center article:
  
  ***************************************************************
  
  I hope this information is 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.
  
  
  Warm regards,
  
  **********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:12/16/2022

  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 cancelled my Hulu account numerous times but yet every month I have a charge. I had a bundle with ************** and they still charged me separate. I have called, written which is inside their app, and nothing.
  
  I have cancelled via the app and via the Web but somehow every month there is a charge. I believe it's been more than a year now. This is theft.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/24) */
  Hi ******,
  
  Thank you for taking the time to reach out to us regarding the billing for your Hulu account. My name is ****, and I am a Resolution Specialist at Hulu. I want to apologize for any frustrations you may have experienced with attempting to cancel your account, and I assure you that I am here to address all of your concerns.
  
  Using the provided information, I located your subscription. Upon review of the account, I am unable to find any evidence of a prior cancellation request. As a recurring subscription service, Hulu subscriptions will continue to bill monthly until canceled, resulting in continued charges. You can cancel any time via hulu.com/account, by reaching out via phone at ***************** or by logging into your account and chatting in.
  
  After further investigation, I can confirm your ************** Bundle promotion was covering the cost of your Hulu subscription. The charges that were incurred were from the addition of the HBO Max add-on which was added to the account on 9-09-2022. Although the *******+ Bundle is provided free from *******, any premium add-ons that are added to the account will incur additional charges. That being said, as a show of good faith, I have refunded two months of $7.99 and $13.49 for a total of $21.48. As requested, I have also canceled the subscription thus ensuring that no further charges will be incurred.
  
  Thank you for allowing me the opportunity to fully address the concerns you have brought to our attention. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at *****************
  Thank you for your time.
  
  *******
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was subscribed to Hulu for about a year or two and was happy with the service. I moved into an apartment with my significant other and we decided to consolidate our streaming services so I cancelled my service with Hulu in September prior to my billing date. I have still been charged for September-November and will likely be charged this month again (December). When reconfirming the amount of times I have been charged I noticed that I was charged twice in the month of April 2022 when I was still subscribed to the service. I reached out to a customer service agent who confirmed that I was double charged in April and confirmed that I did in fact submit my cancellation properly in September. The customer service agent then told me he was happy to share that I would be refunded for one month. I asked multiple times why I will not receive the money that was taken from my bank account without authorization and the agent refused to help.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/24) */
  Hello ******** ,
  
  Thank you for reaching out to us regarding the unexpected charge to your Hulu account. My name is *****, and I am a Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  We appreciate your time and are committed to addressing your concerns. First, for the account under the email, you have provided, there are no charges after the cancellation date. The last charge on this account was on 8/13/2022 for $79.20. We would be happy to assist in locating the charge in question.
  
  I will be sending a follow-up email with the subject "Hulu Support Follow Up - ***********" to get additional account details so that I can locate your account and provide any additional insight that may be available for your specific account. I hope to locate your account with the email address on file, but we can also use some additional information I hope you will be able to provide me.
  
  Thank you again for the opportunity to assist with your inquiry. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ************ or chat by logging into your account.
  
  Regards,
  *******
  Resolution Specialist, Hulu Support