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: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

• Initial Complaint

  Date:03/24/2025

  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.

  The lady that took my call was supposed to fix my card. Because it wasn't accepting any new card saying that was the wrong numbers on all of them. Instead of helping me, I told her I have 10 minutes. I have to leave for work. She kept me on the phone the whole time going through my thing to tell me that she can't help me. I have to go online.After I told her I had to go and she still nobody will get back to help me

  Business Response

  Date: 04/15/2025

  Hello ********,
  
  Thank you for reaching out regarding the trouble you experienced updating the payment information. 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.
  
  I am truly sorry to hear about your experience and the frustration it caused, especially when you were short on time. We understand how important it is to receive quick and effective assistance, and I apologize that the interaction left you feeling unsupported. It is never our intention to cause further inconvenience, especially when you are just trying to resolve a billing issue.
  
  For transparency, updating payment information is something that must be done directly by the account holder through their Hulu account at ************************************************************. Our agents do not have the ability to make those changes on your behalf, and I apologize if that was not clearly communicated at the time. That said, we absolutely should have respected your time constraints and ensured the information was delivered more efficiently. Your feedback will be shared with the appropriate team for review and coaching.
  
  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:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charging legally for 12 months from this company Hulu; I joined a bundle plan with the ******* store who was supposed to take care of the price which they did on their end. Hulu still charged me illegally for 12 months when I called to get a refund, they would only give me a refund of four months. They would not refund the money that they stole from me and I want it back.I spoke with a Juan, ******** supervisor who as very smug, ***** and ******** b

  Business Response

  Date: 04/11/2025

  Hi ********,
  
  Thank you for reaching out regarding being billed while having the Verizon-provided ******* bundle. My name is ****, and I am an Escalation Specialist with Hulu. I want to thank you for the opportunity to assist you in this matter, and I want to reassure you that I am here to help out.
  
  The Verizon-provided ******* bundle provides access to the ******* basic bundle, meaning the bundle that has ads for the services. The Hulu subscription that was previously on the account was a ********************** premium subscription, meaning that the ads were removed. Normally, ******* would provide a credit each month covering the portion that is ad-supported, leaving our viewers to pay the difference between that and the no-ads prices. ******* was not applying this credit to the account, which caused the account to be charged full price for the Hulu premium subscription. Refunds were requested, and our team processed the maximum amount of refunds that our system allows and exhausting all concession actions we can take. If further refunds are requested, I encourage you to reach out to your financial institution or billing party to dispute the charges. Any disputes filed are automatically accepted by our system, and the money is returned via chargebacks. 
  
  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
  
  

• Initial Complaint

  Date:03/22/2025

  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.

  From November 17, 2020 to February 26. 2025, Hulu took illegally a total of $385.49 in monthly "subscription" charges from my un-monitored Roku account.I have no account with ************************ never had an account with ************************ have never streamed anything from Hulu.

  Business Response

  Date: 04/09/2025

  Hello ****,
  
  
  Thank you for writing about the unauthorized Hulu subscription. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns.
  
  I located the offending Hulu subscription with the provided information. While I cannot speak to how the account was created, it is not uncommon for a subscription to be created by mistake when using streaming devices. I understand the Hulu account was not intended; However, as Hulu had no way of knowing this subscription was not intentional, the charges are valid and subject to our terms and conditions. For any charges you wish to reverse, I recommend contacting your bank and inquiring about a dispute against 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 have canceled the subscription to prevent future charges as well.
  
  I appreciate the opportunity to assist you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On FEB 18th 2025, on a recorded line I spoke with an agent for hours regarding an issue. That agent then told me to pay $10.99 which would cover me through April fully and partial payment in May, then full payment to be due starting in June. This is based on a $2.99 per month payment. Today a month later I am billed $2.99. I immediately call customer service and explain to them what happened on the recorded line that they refused to listen to and they are telling me that the best they can do is give me next month free. This is beyond unacceptable and they need to be held accountable. Based on the fact that I was charged today and the conversation on Feb 18th, i should be charged partially in June for $2.02 and then fully in July. Im writing this while being on hold with an agent who was supposed to transfer me to a higher up so that they can explain to me the same thing.

  Business Response

  Date: 04/11/2025

  Hello *******,
  
  
  Thank you for writing to us about the difficulties in canceling Hulu. 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 your Hulu subscription and the conversations with our support agents. I understand the agent in February explained the payment would apply to future billing cycles as the price point had been modified. Our records indicate an agent issued a refund for the March payment of $2.99. Hulu strives for a positive experience whenever possible. To make things right, I have issued a two-month service credit to your subscription to cover the charges for April and May, pushing your billing date forward to June 18th, 2025. You may verify the details of your subscription and new billing date at ******************************************************************** on a supported browser at any time.
  
  I hope this resolution is to your satisfaction. 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:03/17/2025

  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 signed up for a free trial. I cancelled before the trial was over. They tried to charge me anyway and sent an email about billing. I attempted ot contact them but could barely contact anyone because they were trying to link everyone to ******. I finally got in contact with them and they said I have no account open with them. Refused to help me, refused to get a manager, refused to listen to me at all. Tried to demand other emails and get my credit card information. Wouldn't give me contact info and then disconnected the chat. There is no right to harass people. They have a corp responsibility. If i have no account, why was I charged? I'm over corporations not being available to people and then bullying people into compliance to manipulate their revenue numbers.

  Business Response

  Date: 04/05/2025

  Hello ****, 
  
  
  Thank you for taking the time to reach out to us regarding the charges on your Hulu subscription. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns.
  
  Using the information you provided, I could not locate the subscription charging you. To find the active Hulu account, I will send you a separate email with the subject "Hulu Support Follow-UpBBB ********" referencing this case. Within this email, I will provide additional information on how to locate the account in question. Once we have the account information, we would be happy to cancel your subscription and refund any charges we see fit. 
  
  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,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/05/2025 and 02/05/2025 I was charged $90.71 by Hulu. I only noticed that I was being charged for Hulu on the bill that I received by my bank with my credit card transactions on it for the month of February. I was confused as to where the charge may have come from and why the charge occurred because it had been a few months since I had Hulu, so I called the Hulu headquarters and I spoke to a woman whose name was "Carnica" or something like that. She told me she could see the charge on my card, but because I had no idea which email account the charge could have possibly been linked to, she told me she could not help me. I hung up with her, looked through some old emails, found my old email ********************** discovered that there was indeed somehow an active account through that email, I called Hulu back and spoke with a ******* and told him that I did not at any point resubscribe to Hulu through that account after having it sometime in December or November and to remove my $90.71 charge in February. This is when I discovered that the last charge that had been made was actually in 03/05/2025 and ******* said that he could refund that charge and cancel my account but that he could do nothing about the other two charges that I did not know about: the one that I originally called about for 02/05/2025 and the the other in 01/05/2025. I do not believe this is right. I did not know I was subscribed to Hulu for two months and did not make use of their services. I would like to dispute these two other charges and see them refunded back to my account.

  Business Response

  Date: 03/30/2025

  Hello ******,
  
  
  Thank you for writing to us with the billing concern. 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. Our records indicate that your subscription was renewed in January. With Hulu having no way of knowing you did not intend to resubscribe and no previous contacts to our support team, the charges are valid. I am glad to see the agent issued a refund for the charge in March. I also confirmed the previous two charges were reversed by the process of chargebacks from your bank. The account is canceled at this time, so no charges should appear going forward. We appreciate you bringing this matter to our attention.
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer
  

  Customer Answer

  Date: 03/31/2025

   
  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:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a gift card code from my employer for $50 off Hulu. When I added it and tried to start a subscription for ******** it charged me almost $20 for the Hulu/Disney movie package, but not live. I had to then also sign up for live and it charged me the remainder of the gift card balance plus tried making me pay for it. Basically, they charged me twice and ripped me off for the balance of the gift card, which I should have used for Sling or something else instead since Hulu is apparently dishonest and commits fraud. I don't appreciate being ripped off for $50. But on top of all that, they also have flat our refused to cancel and even though I removed my personal credit card that was on file to prevent them charging me more, they still keep emailing me that I have an active subscription, even though I have gone into my account and canceled MULTIPLE times, and it says they are not able to process my payment. This has been ongoing for about a month. I'm fed up completely at this point and about to call an attorney and *** since they won't fix this mess. I want this subscription CANCELED, NO CARD ON FILE, AND I WANT MY $50 since they scammed me and ripped me off and I canceled immediately rather than pay twice. They can either mail me a check for the $50 they ripped me off for, or send me a gift card, but this is nothing but a scam. I don't appreciate being ripped off and I also don't appreciate being forced into a subscription after being ripped off. I'll also be reporting their little fraud scam to Fringe, which is the supplier of the gift card from my employer. I think Fringe needs to know how Hulu is treating us and that they are ripping us off from hard-earned money.

  Business Response

  Date: 03/13/2025

  Hello *****,

  My name is ****, and I am an Escalation Specialist with Hulu Support. I would like to express my sincere gratitude for reaching out to us regarding the challenges you have encountered while attempting to redeem your Hulu gift card. I fully understand how frustrating this situation must be for you, and I am here to ensure that we work together to resolve your concerns.

  I was able to locate and review your previously active Hulu subscription. I can confirm that as of March 9th, 2025, your account has been canceled, and you should not receive any further charge attempts moving forward.

  Upon further investigation, I discovered that you initially subscribed to Hulu (No Ads) at $18.99 and later upgraded to Hulu + ***************** and ESPN+. As a result, the remaining credit from your gift card was applied to this change, and this led to the need for a payment to be made starting on February 18th, 2025.

  When signing up with a gift card as the sole payment method, please note that Hulu + ******* will not appear as an available plan unless a base plan is chosen first. Because the Hulu (No Ads) plan was selected initially and subsequently changed to include Hulu + ***************** and ESPN+ with ads, the additional gift card credit allocated to the Hulu (No Ads) upcharge was unfortunately lost.

  I sincerely apologize that this was not the experience you expected, and I can completely understand the frustration it may have caused. In response to this, I will be sending you an email titled "BBB Follow-Up: ********," which will include a concession option, should you choose to accept it.

  Thank you once again for bringing this matter to our attention and allowing us the opportunity to assist you. If you have any further questions or concerns, please do not hesitate to reach out to us either by phone or chat support at **************. I look forward to continuing to assist you.

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

• Initial Complaint

  Date:03/09/2025

  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 was interested in canceling my subscription so I reviewed common reviews and complaints via the BBB website. I learned that I needed to request my information be deleted before canceling my subscription so thats what I did. I also had the option to cancel now or later depending on the billing cycle. I chose later b/c I just renewed for the month and my billing period ends 4-6-25. After I selected the option I wanted, I went back to the Hulu site to watch a few shows. I no longer had access to anything which means they deleted it immediately which forfeited the month I already paid for. I will be reporting that charge to my bank as service not received. It was misleading and false advertisement. If I had known it would cancel immediately I would have waited for the day before my billing cycle ended.

  Business Response

  Date: 03/27/2025

  Hello Asiyah
  
  Thank you for taking the time to reach out to us regarding the experienced with deleting your Hulu account. 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.
  
  A deletion request and a cancellation are two different actions, and one must be completed before the other. We strive to keep everything transparent on our help site. It is indicated on our help site under Your U.S. State Privacy Rights that if you are a current Hulu subscriber, you must cancel your subscription* before requesting Hulu delete the personal information associated with your account. For your convenience, I have included the relevant article below for you. ***************************************************************************
   
  Since the deletion request was made while the account was active, the remaining time was forfeited in an attempt to fulfill the request.
  
  That said, this is not the experience we want you to have when using our service. Following our refund policy, I refunded the recent charge from 03/04/2025 for a total of $24.84, which should credit back to the card that was charged in 7-10 business days, depending on your financial institution. 
  
  Thank you again for your time and feedback, and I hope the information has addressed your concern. You can also always reach out by phone at ************ or chat by logging into your account. We are happy to assist with any additional questions or concerns that may arise.
  
  Regards, 
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Hulu services with a life time subscription for $200. Now them are trying to charge me a monthly subscription rate and some channels I can't receive now. I feel this is a scam. I would like to receive my money back and cancel the subscription. I hate being lied to.

  Business Response

  Date: 03/26/2025

  Hello *****, 
  
  
  Thank you for taking the time to reach out to us regarding the charges on your Hulu subscription. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns.
  
  Using the information you provided, I could not locate the subscription charging you. To find the active Hulu account, I will send you a separate email with the subject "Hulu Support Follow-UpBBB ********" referencing this case. Within this email, I will provide additional information on how to locate the account in question. Once we have the account information, we would be happy to cancel your subscription and refund any charges we see fit. 
  
  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,
  
  ******* *.
  Escalation ****************************************** Direct-to-Consumer