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:12/12/2022

  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 Hulu premium plus for as my cable provider. On approximately December 1, 2022 I contacted them about my DVR not recording properly. I was given a one week credit that essentially pushed my payment date back by one week. Because of that, somehow I lost my $20 credit. On December 12, 2022 Hulu tried to charge my credit card for $72.99 instead of the $52.99 that it should've been. Instead of them correcting the issue, they tried to make me pay $72.99 to get the account in good standings, and then credit my bill later. I explained to them that I did not expect to pay the $72.99 so they needed to correct the issue before I made payment.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Hi *******
  
  Thank you for taking the time to reach out to us regarding the credit concern to your Hulu account. My name is***** and I am an Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  We appreciate your time and assure you we are committed to addressing this matter. Our goal is to provide the best streaming experience to our viewers and we also strive to provide a positive experience when viewers reach out for assistance. After locating the account and reviewing the previous interaction with our agent, it was confirmed that your account was provided a 1-week credit on December 1, 2022.
  
  To set the correct expectations, this credit to your Hulu subscription pushes your billing date forward and does not reduce the total of the monthly charge. Hulu bills in advance and credits are applied automatically at the start of the new billing cycle. The credit extends the month that you have already paid for. When a 7 day credit is applied to a subscription it extends the normally 30 day billing cycle to 37 days. This gives 7 days of free service. Once the credit is exhausted, the monthly charge is due for a new month of service.
  
  To clarify, your account was signed with a Fall Promo which had $20 off for three payments. When the credit was applied, the system took the credit as a payment and then charged full price when it should have been the promo price. This is why the account needed a payment paid in order to reactivate again. For this inconvenience, we did refund the entire months charge for $79.49 to the payment method on file.
  
  I hope that the additional insight helps ease your concerns. You can always reach out by phone at ************, or chat by logging into your account. We are happy to assist with any additional questions or concerns.
  
  Regards,
  *******
  Resolution Specialist Hulu Support

• Initial Complaint

  Date:12/12/2022

  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 recieved an email with black Friday pricing of less than $2 a month. Every time I attempted to sign up with the black Friday pricing, normal pricing was displayed. I sent questions several times with no answer. As the rules states, I can cancel at any time. I thought maybe the special pricing would kick in after I signed up. It didn't so I immediately canceled. I received a robot email stating I had to pay for one month. Despite many messages stating I did not get the advertised pricing and I wanted my money back, I didn't get any reply. I WANT MY MONEY BACK!
  

  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 issue with 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, and I assure you that I am here to address all of your concerns.
  
  After reviewing your account, I confirmed the account was ineligible for the Black Friday promotion due to having redeemed the standard free trial one month earlier. While we appreciate the interest in the offer, eligibility rules apply resulting in the charge for renewing the subscription. Nevertheless, Hulu strives for a positive viewer experience. With that in mind, a refund of $8.43 has been issued to you and the account has been canceled. The refund may take up to 3 - 5 business days to be returned to your payment method, and no further charges should appear.
  
  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:12/12/2022

  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 recently realized hulu has been charging me monthly after I canceled 3/2020 because I have a bundle package with my mobile plan. I reached out online, and called while waiting for a response from the guy online. During the phone conversation I asked for a supervisor. The "supervisor" only seemed to know the word "unfortunately" then told me "I'm going to tell you that I would not have approved the amount (the other person) did." He then proceeded to blame my double charges on my cell phone company for not sending instructions, but I followed the instructions they sent. I canceled my hulu plan 03/2020 and it got reactivated again 10/2021. It should never have been reactivated to be charged since I have the bundle on my cell plan. I basically have been paying double for hulu since 10/2021 and hulu doesn't seem to want to refund me more than 1 month. That is unethical and unprofessional in my opinion!!!! Hulu billed me for a service I was already paying for so therefore they should refund all my money from 10/2021 to now!!!
  And while I'm here, the streaming is the worst service I have, and I have several. It freezes, cuts out, stops, poor resolution, and doesn't always work. Save yourself the money and headache if you are thinking of getting hulu!!!
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hello******,
  
  Thank you for taking the time to reach out to us regarding your****************+ bundle promotion. My name is *****, and I am a Resolution Specialist at Hulu. First, 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.
  
  I completely empathize with wanting to recover the charges for a service provided through your ******* promotion. Using the information provided, I reviewed your account in full. I am happy that our agent was able to refund four months totaling $28.96, for you as a courtesy. Reviewing your subscription history, you never activated Hulu as part of your ******* bundle. This is the cause of the continued billing. With this in mind, Hulu does rely on our viewers to activate their Hulu subscriptions properly. We can assist if they notice it has not been set up correctly.
  
  As for any remaining charges you wish to reverse, I recommend reaching out to your bank to dispute the transactions. As part of this process, they may request refunds against those charges in the form of chargebacks. Hulu cannot guarantee any action from your bank, but Hulu complies in full with refunds requested securely from banks.
  
  I hope that providing the best next steps for resolution has addressed your concerns. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is**************** Thank you for taking the time to make us aware of this issue and providing the opportunity to assist. I hope you have an excellent rest of your week.
  
  Regards,
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:12/11/2022

  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 wonder if Hulu is having financial problems. I thought that was happening mainly with *******, but I am happier than ever with *******'s service. Hulu, on the other hand, on our updated ****** Firestick, keeps hanging and freezing, or completely blacking out in an attempt to buffer, then shuts down. It took me over two hours to watch a 30-minute episode of Only Murders in the Building, season 2. This has happened to us four times for four episodes. None of my other apps hang freeze or crash: *******, ****** ****************************************************. So don't tell me it is my Internet connection! I only subscribed because you had "***************" exclusively. Now I've almost had it and ready to unsubscribe!! Fix your problems or you will certainly have a flood of exiting customers like these valid complaints on this Community Forum.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/28) */
  Hi******,
  
  Thank you for contacting us regarding the trouble you experienced with streaming and using Hulu on one of your devices. My name is*****, and I am a Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced. I assure you I am here to resolve this for you.
  
  Based on my experience and knowledge, I suggest device and network troubleshooting. A list of recommended troubleshooting steps can be found in our Help Center. For your convenience, I have located the relevant articles. *************************************************************************************************************************
  
  Furthermore, while streaming services are similar in function, each service will have different speed requirements. In full transparency, Hulu does have a higher speed requirement than many other streaming services. With this in mind, comparing your playback experience with various providers may not be an accurate measure of your overall connection. Our speed requirements are available for review at this Hulu Help Site article:
  **********************************************************************
  
  Thank you for taking the time to make us aware of this issue and providing us the opportunity to assist. I hope that confirming the resolution path has addressed your concerns. 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

• Initial Complaint

  Date:12/11/2022

  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.

  Don't use Hulu disgruntled employees change all of your info so that your account does not even show up anymore and Hulu says they can not do anything about it. Even though your card with your name on it (which doesn't have an account) was charged less than 12 hours ago!! And I can prove that I signed into this account with this email less than 24 hours ago but they don't want to see that!
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hello, *******!
  
  Thank you for taking the time to reach out regarding your experience with support. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced accessing your account 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. It appears that some misinformation was presented to you regarding your report of the account and I would like to take the opportunity to clarify.
  
  Upon searching for the email associated with your complaint, I receive what appears to be a deleted account. Account deletion is performed from the Account page and requires verification sent to the email on file in order to proceed with the deletion. Once an account is deleted by a user, all the associated account information is removed from our system, as intended by the deletion process. This would be why your account was not able to be located by support as only a user ID remains intact and all other account information is removed, including payment and billing information.
  
  Further, the user ID you provided to support is associated with an entirely separate account that was connected only by your payment information. When the email on file cannot be confirmed and only the payment information can be verified this indicates that your card information was likely compromised by someone you do not know. We consider this to be fraudulent use of your payment information and will cancel the subscription associated with the fraudulent charges. As far as refunds, we direct you to your bank for any refunds needed as part of the investigation your bank will need to complete. Bank requests for refunds are always honored automatically in our system. I sincerely hope that your bank is able to assist in recouping these funds back to you.
  
  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.
  
  All the best,
  *********Resolution Specialist, Hulu Support

• Initial Complaint

  Date:12/09/2022

  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.

  For the previous 2+ years, Hulu has been charging varying amounts of money to the card on file for our Hulu account. Over 35+ fraudulent charges have been discovered today. These charges DO NOT show up in our billing history. Some of these charges exceed $150. Again, these charges do not show up in our billing history where our normally recurring monthly cost is showing up. This total is $1500+ and is absolutely criminal. We have spoken to Hulu and have been given the runaround between low-level customer service agents saying they cannot refund the charges. After some research, this seems to be a common scam Hulu could be running, making the banks cover the fraudulent charges.
  
  This is absolutely infuriating as a big company is burying the issue with "please hold" & "sorry we cannot help". The charges on our card totalling $1500+ were from/by Hulu & a lawsuit will be soon to follow if this issue is not resolved quickly. I have all bank statements/charges readily available showing the fraudulent charges & the Hulu billing history on our account that for some mysterious reason does NOT show those fraudulent charges. Looking for help recovering our $1,501.42 in fraudulent charges stolen from us by this company that will no longer be receiving our business & we will absolutely be vocal about this through our large following on social media & network. ALL documents available to validate the scam we have unfortunately been a victim of.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/28) */
  Hi ****
  
  My name is ****, and I am a Resolution Specialist at Hulu. Thank you for taking the time to reach out to us regarding the unexpected charges you received. I sincerely apologize for any frustration experienced.
  
  We appreciate you bringing this matter to our attention and understand how concerning it is to discover charges we may have been unaware of. At Hulu, we do our best to provide our viewers with the tools to take an active role in their billing, such as labeling all charges from Hulu that appear on bank statements.
  
  If you see numerous charges within the same month for different amounts, this generally means multiple accounts were created. These other charges would not appear on your Hulu account's billing history. If you believe you did not sign up with any other emails, this would be considered fraudulent. To set the correct expectations, Hulu does not refund charges associated with subscriptions that are reported as such.
  
  If you believe that someone you do not know has your billing information and used it to create multiple accounts fraudulently, then Hulu Support would strongly recommend that you speak with your bank to make them aware that your card information has been compromised. Your bank must be made aware that your banking information has been breached so they can follow through with the proper steps for your security. As part of this process, they may be able to request refunds against those charges in the form of chargebacks. Hulu complies in full with refunds requested securely from banks.
  
  I hope that the additional insight helps ease your concerns. You can always reach out by phone at ************* or chat by logging into your account. We are happy to assist with any additional questions or concerns.
  
  Regards,
  *******
  Resolution Specialist Hulu Support

• Initial Complaint

  Date:12/06/2022

  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 having major issues with my Hulu service for over a year and they have not done anything about it, as promised time and time again. I have experienced 2 major issues..reported the first time over a year ago and have followed up several time, to no avail...always being told that "they are being worked on". the 1st is my video/audio are out of sync, and 2) only about half of the programs I select to record, actually record even tho they show the red dot (indicating "to be recorded").I feel that I should be refunded at least 12 months of partial payments I have paid and future bills should include a reduction until said fixes have been made.I have attached a screen capture of my chat with a Hulu rep this morning showing this is a known problem to Hulu.If you have the power, i think they should refund & reduce ALL customers.

  Business Response

  Date: 12/16/2022

  
  Hello ****,
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related concerns with the service. 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 all of your concerns.
  
  I understand that you are seeing issues with the stream's audio and video syncing up while attempting to watch Hulu, impacting your viewing experience. In order to better assist with these concerns I would like to direct you to ****************************************************************** and ask that we attempt the troubleshooting steps in this article to help resolve any issues that *** have been experienced in real time. To do our due diligence, we stand a better chance at addressing the observed behaviors by ruling out all applicable factors before contacting Hulu Support. As for the request for a billing adjustment, we can apply a one-time courtesy credit for a month in regard to this request. The credit is applied to your account now pushing your billing date forward to 2023-02-04, and no further action is required on your part.
  
  I hope you find this response 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 look forward to your response.
  
  Warm regards,
  ****************
  Resolution Specialist, Hulu Support
  

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They didn't address the issue with most Show not recording....isn't that why people use streaming services? So they can watch when they have time?

  Business Response

  Date: 12/25/2022

  Hello ****,
  
  Thank you for responding to us regarding your concern with recordings on your ******* subscription. I want to assure you that I am still here to address this.
  
  I understand that you are having problems with your DVR where the chosen shows are not recording. I would like to direct you again to our help site in order to attempt to resolve this issue ******************************************************************* and ask that we try the troubleshooting steps in this article to help fix any problem that *** have been experienced. For us to provide real-time assistance I would recommend that you contact our Hulu Support phone line. They can provide you with any answers that *** come up while you are troubleshooting.
  
  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: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  i have tried EVERYTHING on their help site! Nothing ever works. I have called their support line and their chat agents...they NEVER have solutions for any problems I have...They ALWAYS says either their staff is working on the problem or that they will send it to be worked on. Hulu customer service ****** provides solutions. PLUS EVERYTIME I CONTACT THEIR SUPPORT, I HAVE MORE PROBLEMS IMMEDIATELY AFTERWARDS. I am currently having a major issue with them where Hulu put a dozen or so shows in my "Keep Watching" list that cannot be removed...again, I contacted both phone and chat support to no avail "known issue working on it"..AND one of their chat agents (**********) deleted ALL of my shows I had recorded in "My Stuff" thinking he was in my "Keep Watching"...another example of their poor support. The show Hulu put in my "Keep Watching" are shows I NEVER heard of....This is the type of revenge they are capable of.

  Business Response

  Date: 02/15/2023

  Hello ****,
  
  Thank you for responding to us regarding your Hulu service and the concern with recordings. I want to assure you that I am still here to address this. 
  
  I understand the frustration you are experiencing with the presented concern, and we sincerely apologize for any issues we have experienced while contacting support. We strive to provide the best service and it is at this time that we strongly recommend that you continue to troubleshoot using the Hulu help site at **************************************** as well as contacting the support line at ************** if you experience any additional issues.
  
  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 ** aware of your concerns.
  Warm regards,
  ****************
  Resolution Specialist, Hulu Support
  
  
  

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19321924
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/30/2023

  Hello ****
  
  Thank you for taking the time to reach back out to us regarding your Hulu account. I am here to assure you that I am here to address all of your questions. 
  I sympathize with wanting to resolve the errors that you are experiencing with Hulu. We apologize for any further inconvenience you may have experienced with Hulu. To minimize the impact to your time and effort needed on your part, we ask that you try our support line to get a more immediate response and get you back streaming sooner. I understand that we may have had a poor experience in the past with another agent, but I am here to assure you that your voice is heard. We will look into the contact and make sure your feedback is taken seriously. In the meantime please continue to use our support lines to help resolve any issues you may experience.
  
  The concession request in the initial business dispute cannot be honored; however, your time and feedback is greatly appreciated.
  I hope I have addressed this matter with the details confirmed in my replies. Our Viewer Experience Team is available 24/7 at **************** should any other questions or concerns arise.
  
  Sincerely,
  ****************
  Resolution Specialist, Hulu Support
  
  
  
  
  

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19321924
  
  I am rejecting this response because I have contacted their support line at least 100 times (no exaggeration) and have NEVER gotten a satisfactory solution to ANY issue
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/17/2023

  Hello ****
  
  Thank you for taking the time to reach back out to us regarding your Hulu account. I would be glad to address any remaining concerns. 
  
  I certainly understand any frustration that you may be feeling with the issues you are experiencing. The audio behaviors you described are not typical, and, unfortunately, we do not have more reports of this particular behavior to investigate more deeply. I want to stress that troubleshooting with our agents can assist in diagnosing the error that you are getting. We definitely want to ensure you have the best streaming experience possible. To set the correct expectations, speaking with our Support team as the issue occurs is considerably more effective than our current correspondence. I want to point out that we do have resources available to our viewers. We have a great *********** article with excellent information on troubleshooting audio issues. For your convenience, I have located the relevant article **************************************************************
  
  I hope this information helps. Our Viewer Experience Team is available 24/7 at **************** should any other questions or concerns arise.
  Sincerely,
  ****************
  Resolution Specialist, Hulu Support
  
  
  

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/06/2022

  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.

  It's bad enough that Hulu makes me watch the same commercials during every break of every show, but now the app freezes after each commercial break. I have to turn off the TV, turn it back on, restart Hulu, restart the show, and re-watch the commercials.
  
  Then maybe I get to see the next segment of the show. This ******. I'm almost ready to go back to cable. And that's saying something.
  
  ( i'm using Hulu on a ********, hardwired, with excellent broadband service. It's Hulu, not me.)
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/19) */
  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 were so intrusive. Using the information provided, I could not immediately locate a valid Hulu subscription to reference. In any case, we aim to reconnect you with the stories you love on Hulu as swiftly as possible. 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:12/06/2022

  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 called tech support at least a half dozen times over the past year due to issues with my DVR service within my Hulu account. I have between 3-5 shows that automatically record to my listings that aren't set to record anywhere.
  
  Throughout the numberous provious phone calls, I have searched through my profiles for settings that are asking for shows to be recorded, finding nothing. I have also logged our of my account, deleated the app ************** reinstlled the app, logged back in, and this gives no help.
  
  I have deleted these recordings on my end, I've had Hulu's tech support delete the recordings on their end, nothing seems to work and each time I talk to someone different, they promise me that this issue has been fixed.
  
  Today I called again, and honestly I'm still on the phone with someone and I've been told again that this problem has been fixed and they promise it won't happen again, but if it does, "I will just have to delete the shows on my end".
  
  I would love to just speak with someone over the phone that can help me diagnose my issues without having to act as the medium between me and a higher lever tech support person via your chat system. Everyone has a phone and an email address, why can't I speak to someone that knows what is going on?
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hello ******,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the DVR concerns. 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 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 here. Your feedback has been shared with the appropriate teams to ensure we provide the best experience possible for all of our viewers.
  
  I empathize with wanting to address any unwanted behaviors related to the DVR. Hulu has received similar input from other sources and understands there is still room for further improvement. Streaming Live TV involves many moving parts that can impact the DVR, and we do our due diligence to investigate reports. Nevertheless, your viewership is greatly appreciated, and we want nothing more than to provide you with the best experience possible. To set the right expectations, I wish to clarify that this matter will require additional investigation from our teams with no exact timeframe. To do right by you as a Hulu viewer, we are constantly working to improve the overall quality and performance of the Hulu app and service.
  
  I invite you to share your feedback and thoughts at our community site community.hulu.com where you may find similar ideas and suggestions that you would be able to upvote, along with submitting your feedback that may 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

• Initial Complaint

  Date:12/06/2022

  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.

  11/23/2022 HULU offer me service for $1.99 which I signed up for., and then offered me ****** (which I found out was limited) which I signed up for. I used ****************** as my address when I bought the service. (It wouldn't allow me to use this email.) I live in a group home which buys HULU but I hope to move out soon so HULU for A LIMITED TIME OFFER of $1.99 sounded great. But the HULU you get for the $1.99 isn't worth having. The Group Home takes all of my income except for $70.00 a month, to help pay for the expense of me living here. The $4.98 they take a month isn't worth that to me.Would you please get my entire contract canceled?

  Business Response

  Date: 12/18/2022

  Hello *****,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the related billing concerns. 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 your concerns thoroughly.
  
  Using the information you provided, I located your Hulu subscription with the Black Friday promotional pricing. I empathize with wanting to avoid paying unnecessarily for an underutilized service and minimize costs. Hulu strives for a positive viewer experience whenever possible. With that in mind, I issued a refund of $4.98, which you should see within three to five business days. I have also canceled the account to stop billing you. No further action is necessary on your part, and you should not be billed again. Thank you for your interest in Hulu and the ******* ******** ******** and we hope to see you back someday.
  
  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.
  
  
  Warm regards,
  
  ******************
  Resolution Specialist, Hulu Support
  

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept it because that is what I was hoping for.
  Thank you