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:12/03/2022

  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 had an account with Hulu for over a year now. I had paused my account due to going on vacation. When I unpaused the account I was under my husbands ****** account and somehow I had to sign back up to Hulu which I did and ended up with 2 accounts without my knowledge. I usually do not check my bank statements but this month I did and found out Hulu had been charging me on the 2nd. For $ 76.64 and the 15th for $83.21 . I called Cust. Ser. and was told I had to cancel mine or my husbands account and they would give me a refund for 1 month , I was just charged 76.64 on the 2nd mind you. I was charged twice a month for 3 months from our joint bank account.
  No wonder Hulu is banking , they are robbing their customer's , beware of this company . My next call is to my bank on Monday . I went ahead and saved $ 159.85 a month and cancelled both accounts , yours and mine. Thanks but NO THANKS hulu.
  Sincerely
  Feeling violated
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Hello, *******
  
  Thank you for taking the time to reach out regarding the unexpected charges. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with the accidental subscription and ensuring that I am here to address your concerns thoroughly.
  
  I was able to locate your and your husband's accounts and can confirm duplicate charges for the months of September through November this year. It appears that your email was used to create a subscription starting in September this year and your husband's email was in use since August 2020. For clarity, the $83.21 charges are associated with your husband's email, and the $76.64 charges are associated with your email. The subscription under your email would be the duplicate account and should have been refunded back 3 months for overlapped charges while the charges under your husband's email would be the "original" account charges that are valid. Due to having been refunded 1 month for $83.21 and 1 month for $76.64 by support, one more refund of $76.64 would complete the refunds for what you have been charged in duplicate. This is a total of $236.49 back for 3 months of service.
  
  Further, I apologize that you feel that canceling your subscription was the best course of action, and I would like to offer you a month on us. For transparency, the credit would be able to be applied after a successful sign-up and a charge take place. Once your subscription is active, I would be glad to provide you with a month of credit for the following month and billing cycle (i.e. the second billing cycle of your new subscription). Please indicate in your response if you have resubscribed directly to Hulu (not under a third-party biller such as ***********************), and I will confirm the credit addition.
  
  Thank you for taking the time to make us aware of this concern and providing us with the opportunity to correct it. I look forward to your response and the possible reactivation of your subscription, as well! I hope you have an excellent rest of your week.
  
  All the best,
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:12/02/2022

  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.

  Inappropriate content im referring to ********************* beginning of it she's ************ and completely naked and like children have access to stuff ******************************************* He had s child profile by so had accesses to regular Hulu account and I was streaming through and I noticed this show if you're going to have constant like that then thrre should be an entire separate and ****************************** for example does she mean access to those channels completely inappropriate she's been in the next couple of scene she's completely naked it's disgusting kids can see this stuff if I seen it just flipping through they're going to see it flipping through this is totally inappropriate you're putting******* on TV I hope your children watch this why don't you flip through and watch this with your children I personally prefer Hulu ************ even though I don't have an account I watch them when I'm over my friend's houses that have them and I find myself watching Hulu but that's just down right wrong wrong anyone has access to that
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Hello, *******!
  
  Thank you for taking the time to reach out regarding content on Hulu. My name is Megan, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with available content and ensuring that I am here to address your concerns thoroughly.
  
  Your opinion is a valuable part of improving our service. Our goal at Hulu is to make all types of content, from a variety of providers, available to our users, from comedy and drama to anime and news coverage, all accessible anytime. What you or your family choose to watch while using Hulu is entirely up to you. Additionally, within our Terms (Section 8. ADDITIONAL PROVISIONS, b. Content Subjectivity) we advise "We strive to provide a variety of Content for our diverse group of users to enjoy. The Content tends to elicit varying reactions among different people. You may come across Content that you find offensive, indecent, explicit, or objectionable. Also, content ratings, types, genres, categories, and/or descriptions are provided as suggestions to help with navigation and for informational purposes. We do not guarantee that you will agree with them. You acknowledge these risks and your responsibility for making your own choices regarding what Content is appropriate for your family.
  
  We highly encourage parents or guardians to monitor what their children watch when using the service or enable a Kids profile which will limit content availability to family-friendly only. These steps can be found in our Hulu Help article "Kids Profiles and Parental Controls on Hulu" *************************************************** We also allow a PIN to be set in order to switch profiles and navigate away from a Kids-type profile. In this manner, you can restrict the type of content that your children can browse when not supervised. Since you do not have your own account, please consider asking your friends to enable this feature when you or your children are visiting.
  
  Thank you for taking the time to make us aware of this feedback and providing us with the opportunity to assist by offering options. 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:12/02/2022

  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.

  On January 21, 2022. I paid Hulu ***** for a 12 month subscription of their services. On October 29th 2022 I subscribed to their live tv service. I then canceled the live tv service the next month because it wasnt what I wanted. Hulu canceled all my services including the year that I had already paid for in advance. I spoke with the customer service agent online who escalated it to their supervisor. The supervisor said they would not give me the remainder of my year which I paid for in advance back. I want Hulu to either refund my money for the year subscription as they have violated their promise for 1 year of service to me or at the very least allow me to utilize the service which I have already paid for in advance for the duration of the year as well as time lost by having to deal with this via BBB.I do not know the account number but the email it is associated with is ******************* Hulu refused to give me a refund and refused to allow me to finish out the year I have already paid for. The supervisor said I had already watched enough programming. That is absurd! I paid for a full year in advance. There is no stipulation saying that if I watch HULU 24/7 that I would be canceled early.

  Business Response

  Date: 12/20/2022

  *************,
  
  Thank you for taking the time to reach out to us regarding annual billing. My name is *****, and I am a Resolution Specialist at Hulu. I am here to address your concerns.
  
  I want to first extend my sincerest apology for any frustration caused. We try to be transparent with our viewers by providing resources to allow them to decide whether the Annual billing is suitable for their viewing needs. We have a great *********** article that covers all the conditions and limitations of our Annual plan. This article states that once you've been charged for your annual subscription, you can not switch to one of our monthly plans. Additionally, it says that refunds are not issued when you cancel a yearly subscription. For your convenience, I have located the relevant *********** article I am referencing (****************************************************************). The sections relevant to your situation are "Can I get add-ons or switch my plan when I pay for Hulu annually, and How do I cancel an annual subscription?"
  
  Lastly, to express our gratitude, we would like to extend an offer of equivalent credit value if you re-subscribe to Hulu. Once the subscription is active, I can apply three months of credit. If this works for you, please include your acceptance within your reply, and I can move forward with this solution as soon as the account is active.
  
  Again, thank you for taking the time to reach out to us. I hope that providing this information has addressed your concerns. I look forward to further correspondence if there are any additional questions. Our priority is to ensure we fully address 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

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the offer for 3 months service no charge

• Initial Complaint

  Date:12/01/2022

  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.

  Hulu charged me the regular $14.99 for my subscription. Then in October and now November they began charging me $17.14 without my consent. Nowhere on the account or billing details does it state where these additional charges are coming from or how they were calculated. I called customer service to get more information and they could not tell me what percentage of tax was being charged on my account. She said that only the government knows that information which is quite the fabrication. It is Hulu that is charging my account, not the government. So how are they reaching these numbers? They should not be selling any service without disclosing what the applicable taxes are. Moreover, the government's greed in attempting to collect more revenue from the working class should not be passed on to the consumer in this way. Hulu is a multi billion dollar company and should not be passing off these taxes onto working class consumers.

  Business Response

  Date: 12/10/2022

  Hello *****,
  
  Thank you for taking the time to reach out to us regarding your billing. 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 billing concerns.
  
  In certain jurisdictions, Hulu must charge tax on our services to comply with your state and local laws. The taxes are based on your billing address. When applicable, these taxes are collected by Hulu and are then remitted to the jurisdiction that is assessing the tax. Hulu must abide by state and local tax laws for your designated area. From the information that you provided, the additional $2.15 is from your state, county, and city taxes. For context, ******* requires ** to collect the ******* Communications Tax (****%) as well as the ***** Communications Services Tax, which varies depending on your local taxing jurisdiction. For your convenience, I have provided a link to a table that provides current Communications Services Tax (CST) rates for all taxing jurisdictions within the state. (*********************************************************************************)
  I understand your desire to provide feedback regarding billing and applicable taxes. I have funneled this to the appropriate teams on my side, and I encourage you to share your insights on our community page at *********************************************.
  
  Furthermore, I want to provide some context on why the amount you were charged changed. On October 8, 2022, our Hulu No Ads plan changed from $12.99 to $14.99. Before the price increase, you were paying $12.99 + $1.86 tax($14.85).
  
  I hope that explaining your billing has addressed your concern. 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 reach out and providing the opportunity to us to assist, and I hope you have an excellent rest of your week.
  
  
  Regards,
  **************
  Resolution Specialist Hulu Support

• Initial Complaint

  Date:12/01/2022

  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.

  On both November 3rd and again on December 1st, I applied 100$ of gift cards to my Hulu account. I did this online thru my account access. Both times, the gift cards were accepted (pop up on hulu screen) When I attempted to find my credit balance, I am unable to do so. I contacted Hulu customer service on 12/1 and spent close to 45 chatting with someone who was unable to assist me at all. I was told they could not find any balance and that any balance information I needed, I should go to the merchant that I purchased the eGift card from. That made no sense whatsoever. I asked that the manager call me. I did receive a call but was on hold for 13:25 then my call was disconnected. When I went to Hulu.com and did a community question search, there are 60+ comments made about this exact issue.In addition, I can not see any of my billing information for the 11/10/2022 billing date. I would like to know what my account balance is. I would also like to have all the billing AND payment information for September, October and November. If an account balance is not available to me in a very EASY way to see it, I would like 200$ credited to my by way of PayPal or other option.

  Business Response

  Date: 12/15/2022

  Hi ********
  
  My name is ****, and I am a Resolution Specialist with Hulu. Thank you for reaching out to us regarding the gift card concerns from Hulu. I want to thank you for the opportunity to assist you in this billing matter and want to reassure you that I am here to help out.
  
  To begin, I want to apologize for any frustration you experienced with your Hulu account and billing. For context, Hulu does not have the option to view the remaining credit balance. The credits that are applied to the account are considered monetary value. This means if you decide to upgrade the account to any add-ons, you may do so, and it will deduct the credits to pay for the add-ons, thereby shortening the length of time before the next billing date on the account.
  
  $100 was put on the account two separate times (11/04 & 12/01) for a plan that costs $74.99 before tax. That would translate to $2.67 daily and 38 days' worth of service. To alleviate any concerns, I can confirm that both times the gift cards were entered, they were processed correctly, which is why the next recurring charge is on 1/27/2023. That would cover your bill date from 11/10-1/26, which is around 76 days' worth of service.
  
  The good news is that you can view the days left in your bill cycle when you pay with gift credit. Click the View Charges button on your Account Page and select the upcoming charge. Once it is selected, on the bottom, it will say, "We'll apply your gift credit to this charge" and show you the remaining days in the billing cycle.
  
  I hope you find this information helpful, and I appreciate the opportunity to assist you. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for taking the time to make us aware of your concerns, and I hope you have a wonderful week.
  
  Thank you,
  ************
  Resolution Specialist Hulu Support
  

• Initial Complaint

  Date:12/01/2022

  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 got Hulu in September 9/20/22 at 735 pm.
  We talked to them about the service to choose and had specific conversations about what we could and could not get/record.
  We chose an option with Live TV and recording with no commercials.
  We have attempted to record several shows (on ***) and they are BLOCKED ('no streaming rights") although HULU allows you to record them, even knowing that you will NOT be able to watch them.
  This is fraud.
  I talked to them from 7:09 pm 12/1/22 until 9:14 pm and they basically said the shows are "blocked" even though they allowed me to RECORD them. On other services like Direct TV this is "greyed out" indicated you are not allowed to get it. Hulu makes NO effort to communicate this. It is fraud.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Hello ***,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the feedback about available streaming rights. 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 empathize with wanting to record a cherished holiday classic to enjoy. As shared by our Support agent when you contacted Hulu Support, the streaming rights for the two holiday programs are solely at the network's discretion. Therefore the programs in question could not stream on the service. Hulu has received similar input from other sources and understands there is still room for further improvement. I invite you to share your feedback and thoughts at our community site ****************** 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.
  
  Regarding the requested resolution of a refund, I confirmed the subscription is not eligible for any concessions for this matter, and it is my hope that this information proved helpful to you.
  
  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 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
  
  
  Consumer Response /* (3000, 7, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never requested a refund. I requested clarity on your programming. It's deceptive.
  
  
  Business Response /* (4000, 9, 2022/12/25) */
  Hello ***,
  
  
  Thank you for writing back and for the additional opportunity to provide you with assistance. While most content is available to stream on Hulu, specific content may harbor restrictions unique to the program. While I have no further information to share regarding the holiday programs you inquired about, I am happy to report that this is not expected to be reoccurring. Your additional feedback is appreciated as we continue to evolve the service to better align with the interests of our viewers.
  
  Should any other issues, questions, or concerns arise in the future, 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:11/30/2022

  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.

  Hulu.com has a fake offer so that they can continue charging you full price when you try to cancel. When I tried to cancel Hulu in September they offered me a 6 month subscription at $2.99 per month. That sounded great so I accepted their offer.
  
  But instead they continued to charge me full price. I just noticed tonight (11/30) that they were still charging me full price. (I know, they're counting on us not reading our credit card bill. I was an idiot to trust them.)
  
  I logged in and cancelled the service again. And they gave me the SAME $2.99 per month offer! This time I was smart enough not to take it. But I WAS smart enough to print it out.
  
  I called them and the woman seemed unaware of the $2.99 offer. She kept telling me I had that offer last year, which is true. She didn't seem to care that they gave me the offer again this year. In fact they had given me the offer AGAIN 30 minutes earlier when I cancelled my subscription tonight.
  
  Anyhow, they ripped me off by charging me full price for Oct, Nov, and Dec. They even raised the price in Oct. Since I canceled them tonight, they won't let me see my payment history anymore, which is convenient for them. I hope it's really canceled now, but who knows.
  
  I'd like them to refund the money they stole. And if they're doing this to everyone, I'd like something to be done about it.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/13) */
  Hello *****,
  
  
  Thank you for contacting us about your Hulu account and the related pricing 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 and the conversation with our Support agent. I confirmed the account's discount elapsed in May and was not reapplied, resulting in billing cycles wherein the standard price was charged. While I cannot speak on the account's eligibility for this discount as the subscription already redeemed a similar offer within the last twelve months, Hulu is happy to provide an alternate solution when such billing discrepancies occur.
  
  I empathize with wanting to ensure you are not paying unnecessarily for an underutilized service. Hulu strives for a positive viewer experience whenever possible. With that in mind, I issued an additional three-month refund for the unused cycles, updating the total to $32.80, which you should see within three to five business days. This total also includes the refund issued by the agent on November 30th, 2022, for $8.75. All concession options are now exhausted, and your feedback is greatly appreciated. Your Hulu account remains canceled, and no further action is necessary on your part.
  
  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
  
  
  Consumer Response /* (2000, 7, 2022/12/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/28/2022

  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.

  For the last week I have been try to cancel my subscription to HULU. I signed up for the annual price but am being billed for monthly rates. Whenever I access my account to cancel - I am given a message that my request can't be taken at this time & sorry for any inconvenience.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/10) */
  Hello ****,
  
  Thank you for taking the time to reach out to us regarding the billing for your Hulu subscription. 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 concern. I located your account and reviewed it in full using the information you provided. In reviewing the subscription history, you signed up for Hulu with Ads + Live TV, which is why you are being charged monthly. Currently, we only offer annual billing for our Hulu with ads plan. Hopefully, in the future, we can offer the ability to pay annually for some of our other plans. Additional information can be located in our Help Center**************************************************
  
  To make the necessary adjustments to your subscription, you will see a box titled "Your Subscription." Next, you will select MANAGE PLAN to change your plan from Hulu + Live TV to our Annual plan. The Annual plan takes effect at the end of your current billing cycle and will last 12 months. We have a Help Center article that is a great resource should you have additional questions about managing your subscription. For your convenience, I have located the relevant article ******************************************************
  
  Thanks for reaching out. I hope we have addressed your concerns by providing the best next steps for resolution. I look forward to further correspondence if there are any additional questions. Our priority is to ensure we fully address 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
  
  
  Consumer Response /* (3000, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I wasn't given what I signed up for. I signed up for annual subscription with Disney plus & was billed monthly.
  I'm only getting excuses. I will no longer do business with Hulu.
  
  
  Business Response /* (4000, 9, 2022/12/23) */
  Hello ****,
  
  Thank you for your response and follow-up to our email correspondence. I assure you that I am here to address your concerns fully.
  
  I empathize with the desire to subscribe to the annual plan with the Disney Plus add-on. Unfortunately, you signed up for our Hulu + live TV plan, which does include the Disney bundle. However, this is not a plan that has the option for annual billing. If you wish to see the plan you signed up for, you can visit******************
  
  Further, if you wish to subscribe to our annual plan, you must cancel your current subscription. At the end of your current billing cycle, the subscription will cancel, and at that point, you can visit**********************************, where you can sign up for our ad-supported annual subscription. Information regarding our Annual plan information can be located in our Help Center ************************************************* Once you are subscribed to our annual plan, you can then add the Disney+ (With Ads) Add-on via your account page. Steps on how to add the add-on can be found in our Help Center. For your convenience, I have gone ahead and provided a direct link to the relevant Help Center article ****************************************************
  
  I hope we have addressed your additional concerns in providing this information. 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 reach out to us and providing the opportunity for us to assist. I hope you have an excellent rest of your week.
  
  
  Regards,
  ********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (2000, 11, 2023/01/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HULU is just another example of unethical business practices. I accept that & choose to move forward with another streaming service. I don't expect them to do anything but continue to overcharge & treat customers like disposable financial entities.
  
  Thank you for your help BBB

• Initial Complaint

  Date:11/28/2022

  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 a customer of Hulu streaming services since 2012. Today (11/28/2022), I found out I was being charged for a second account since 2012. After contacting customer service, I was instructed to take this up with my bank, as they can only refund up to the past 4 months. The rep further explained that in fraud cases, Hulu does nothing, and the bank is responsible for a chargeback. After inquiring about the second account linked to my debit card, I was provided the Hulu account number ******** For security purposes, the rep declined to share the email address associated with the account. I shared all the possible email addresses belonging to me, and none of them matched. The rep also shares that in the past 10 years, Act#******* accrued $484.36. Which, seems low considering for the past two years, the monthly cost averaged $7.50 give or take. The amount the rep shared is about 5.5 years of payment.
  
  After connecting with my bank, I was informed that my transaction history is kept for a rolling 24 months, which means they do not have data for the 8 years prior. I have been using my account (the account I was aware I was paying for), which included Hulu Live TV + No Ads + Disney + Espn+. The monthly cost of about $80 currently.
  
  I reached back out to Hulu customer service and was told nothing could be done. I should not be responsible for a duplicate account I did not use and should be refunded every penny charged for that account. This is predatory business practice, and Hulu should be held accountable.
  The only fair resolution for this matter is a refund of every penny.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/10) */
  Hi ******
  
  Thank you for reaching out to us regarding the unexpected charge to your Hulu account. My name is Shawn, and I am a Resolution Specialist at Hulu. 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. We do our best to give our viewers the information they need to be aware of their billing, including details for charges with unique identifying information specific to the Hulu subscription you are being charged for. Nevertheless, Hulu is happy to help take action on matters our viewers tell us are not intended. Unfortunately, it is common for some households to have more than one Hulu account due to concurrent stream limitations for our Video On Demand-only plans. Without viewer communication to Hulu advising of the undesired account activity, we cannot discern what activity our viewers do or do not intend.
  
  Nonetheless, I have refunded four months on the duplicate account totaling $30.79. Please allow your financial institution 3 to 5 business days to process the refund. As for the remaining charges you wish to reverse, I recommend contacting 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 an explanation and a refund has addressed your concern. 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 reach out and providing the opportunity to us to assist, and I hope you have an excellent rest of your week.
  
  
  Regards,
  Shawn D.
  Resolution Specialist Hulu Support
  
  
  Consumer Response /* (3000, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The bank only has data for the last 2 years.
  While Hulu has access, knowledge, and the power to make things right. I was charged for an account I was completely unaware of for 10 years, and Hulu offers a 4 month refund. Meanwhile I've spent more that $5,000 over the same 10 years for the account that actually belonged to me. Hulu does not value their customers, so I will take my business elsewhere.

• Initial Complaint

  Date:11/28/2022

  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 was billed for a Hulu channel "free trial" which, according to the advertisement text, should have been at no cost to me if I canceled the subscription before the end of the trial. To my surprise I found a charge on my card billed through AMAZON PAY, for a one month subscription fee, totally contradicting the description of the promotion which stated that I could cancel the subscription AT ANY TIME. I am seeking a REFUND for the amount I was billed. $16.90. The details, merchant number and Amazon Pay ID number are contained in the email I received from Amazon Pay. (Copied below).I attempted to resolve this issue with both Hulu (placed on hold ***** minutes, no human picked up the call) and Amazon Pay (Call forwarded to *****, to someone with no access to account info and claimed his name was ***.)This type of billing issue with Hulu is so common, that they must be aware of it. SUMMARY Charge amount $16.90 USD Payment method AmericanExpress Amazon Pay payment ID ******************* Payment date Sunday, November 27, 2022 11:40:52 AM PST Merchant information Hulu LLC ***************************************** ************** Merchant order ID **********************

  Business Response

  Date: 12/10/2022

  Hi ********,
  
  Thank you for taking the time to reach out to us regarding the unexpected charge to your Hulu subscription. My name is *****, and I am a Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  We appreciate your time and assure you we are committed to addressing your concern. Using the information you provided, I located your account. Upon reviewing your account history, I see that you attempted to sign up for a free trial one day after you had canceled your previous subscription. Unfortunately, this made you ineligible for a free trial. We provide notice of the free trial terms at the time you register and the amount you will be charged. Again, I apologize for any confusion caused.
  
  As a one-time courtesy, I have gone ahead and issued a refund totaling $16.90. Please allow 3 to 5 business days for your financial institution to process the refund.
  
  I hope the explanation of the charge and the refund 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 reach out to us and providing us the opportunity to assist, and I hope you have an excellent rest of your week.
  
  
  Thank you,
  
  ************
  Resolution Specialist, Hulu Support

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund amount of $16.90 received.