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:11/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed against Hulu before. Now instead of closing my account they have now charged $7.99 to my credit card. Their website is not able to contact a person, and this has cost me lots of time now. This is a scam. I never authorized this charge. S C A M.

  Business Response

  Date: 12/20/2022

  Hi *******,
  
  Thank you for taking the time to reach out regarding the unexpected charge to your Hulu account. My name is *****, and I am a Resolution Specialist at Hulu. I want to begin by apologizing for any frustration experienced by the continued billing and thank you for the opportunity to assist in resolving this matter.
  
  First, I would like to clarify the billing of your Hulu subscription. Using the information provided, I reviewed your account in full. Looking at the subscription history, I see that you were subscribed to our Black Friday promotion for 12 months, but since you did not cancel your subscription at the end of the promotional period, your subscription reverted to the regular price for our service, which is $7.99 plus tax. Regarding Hulu subscriptions, our viewers agree to be billed on a recurring basis. If you do not cancel your subscription, you will continue to be billed until you cancel your subscription. This is stated in the Hulu Subscriber Agreement, which all Hulu subscribers must agree to before starting a subscription.
  
  Further, upon reviewing your billing, I can confirm that a chargeback was initiated for the $7.99 charge you incurred. You should reach out to your bank for any questions regarding the chargeback.
  
  I hope that providing an explanation 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 and providing the opportunity to us to assist, and 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 DID NOT accept the response from the business.)
  I do not accept the portrayal of events. I tried for a couple hours to cancel hulu acct. Much like the old *** system of circling you back around over and over demanding I do something like call them where then they have my # and info to sell. NO their site should be user available to cancel with 1 click. Hulu owes me for all my time dealing with this SCAM. The Hulu site is set up to be very hard to cancel. Most people lack the time so get charged. This is fraud. I never agreed to being treated in this way. Proprietary Marketing, and corraling your customers is not legal or OK. And a very poor biz strat. But I am owed for all this misery.

  Business Response

  Date: 01/03/2023

  Hi *******,
  
  
  Thank you for your reply and the additional opportunity to provide you with assistance. My name is *******, and I am a Resolution Specialist working with ***********
  
  Hulu strives to align with the interests of our viewers, and your added feedback on our cancelation process is greatly appreciated. We never intend for you to feel misled about your subscription, and we are happy to take your input. I invite you to share your feedback and thoughts at our community site community.hulu.com where you *** find similar ideas and suggestions that you would be able to upvote, along with submitting your feedback that *** not already exist. Our Hulu Community site funnels your valuable feedback directly to the teams that matter and is one of the primary methods for our viewers to voice their thoughts.
  
  Your Hulu account remains canceled, and you should not see charges again.
  
  Thank you again for taking the time to make us aware of this matter. 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 **************, and we are always happy to help.
  
  Warm regards,
  
  ******************
  Resolution Specialist, Hulu Support

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been an e-subscriber since day 1. So I deal with cancellations regularly. Just like *** before the class action suit, hulu has made it very time consuming and almost impossible to cancel. For this reason I expect to be paid for my analysis and time. I'm a pro investor I make hundreds per hour. I'll charge hulu $200.00. Thus far. time is money. Hulu has cost me several hours. so far and counting. regards. P

  Business Response

  Date: 02/13/2023

  Hello *******,
  

  
  Thank you for writing back and for the additional opportunity to assist you. While we understand the experience was less than ideal, no concession options apply to this situation. Additionally, your Hulu account remains canceled, and no further actions will occur. While I have no further information to share regarding the issue, your feedback and time are appreciated and always accepted.

  Should any other issues, questions, or concerns arise, we would be glad to help via our phone or chat support channels. The contact number for support is **************. Thank you again for taking the time to make us aware of this matter, and I hope you have an excellent rest of your week.
  
  
  Best,
  ******************
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/25/2022

  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 am a Hulu subscriber. I had a Hulu gift card and was using it to pay my monthly service charge. When I decided to cancel my account, they informed me they were going to continue my account until my gift card was used up--effectively using my funds to force me to pay for a service I no longer wanted. They claimed to be unable to refund to the gift card, which pretty much every other business on the planet has no trouble doing. It's my gift card and it should be up to me if, when, and on what I choose to spend it. If I decide to give the balance to a friend, I should be able to do it. They have no right to basically steal my money. Absolutely pathetic business practices.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 8, 2022/12/20) */
  Hello*********,
  
  
  Thank you for taking the time to reach out regarding your gift card inquiries for your Hulu subscription. My name is *******, and I am a Resolution Specialist with Hulu Support. I want to begin by apologizing for any potential frustration experienced and ensuring that I am here to address your concerns thoroughly.
  
  After reviewing your account, I confirmed you redeemed the Hulu gift card in October. First, I would like to address how gift credits are applied and set the correct expectations. Our Terms of Use (**************************) explain that gift cards and payments are non-refundable. Hulu gift cards prepay for your services up to the monetary value of the gift card. While I empathize with your refund request for the gift card purchase, we cannot refund a charge we did not collect, such as a gift card or others items purchased through a merchant. Your subscription is currently scheduled to pause on December 23rd, 2022, and resume on March 17th, 2023.
  
  I sincerely hope this helps address any concerns regarding Hulu gift cards. Hulu never intends for you to feel misled about your subscription and are happy to take your feedback regarding how gift card credits are used upon redemption. 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.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is *************** Thank you for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  **********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/24/2022

  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 signed up for free month trial but they billed me. I did online chat for assistance and it took almost an hour. ******* was trying to upsell me instead of resolving my issue. She kept saying she was escalating but nothing was resolved and no refund was issued.

  Business Response

  Date: 12/13/2022

  Hello, ******!
  
  Thank you for taking the time to reach out regarding the unexpected charge. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any frustration experienced with free trial redemption and ensuring that I am here to address your concerns thoroughly.
  
  To start, 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 ***** opposite of the experience we strive to provide in every interaction. I want to share that I have sent feedback to the agent's direct manager for coaching. Thank you for reaching out to provide your perspective and highlighting this opportunity.
  
  Additionally, I would like to confirm that the refund of $9.09 was processed on November 24th as requested. I would also like to provide you with an offer for a free month on us should you re-subscribe to Hulu ad-supported or Hulu (No Ads). I would like to highlight that you will be charged for the first month, however, I would be able to provide you with a month of credit for the following billing cycle which will push out your billing date as a result by one month. Once added, I would be happy to confirm when you would need to cancel to keep your credited time and avoid another charge.
  
  Thank you for taking the time to make us aware of this concern and allowing us the opportunity to correct it. 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:11/24/2022

  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.

  Being charged monthly at $7.99 with no reason why. I have a Hulu account but it is provided by ******* cell phone plan (includes Hulu, ESPN+, and ********* The $7.99 does not show up under my account.Hulu offers an account discovery tool where you enter your credit card info and personal data. I have done that with no resolution.I have searched for accounts under my email and my spouses email. Nothing. Hulu has no idea why I am being charged either but will also not stop charging the card. I canceled the card and had a new one sent. Charges have continued. Disputing the charges with my credit card company - I'm sure Hulu will magically provide my bank with 'proof' I should be charged.Hulu needs to be avoided at all costs with their shady billing practices.

  Business Response

  Date: 12/15/2022

  Hi ******
  
  Thank you for reaching out to us regarding the charges you've seen from Hulu. My name is ****, and I am a Resolution Specialist with 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.
  
  I can confirm that the email provided is active with the ******* offer. You can also log into your account page to verify this information. Based on the provided information, I cannot locate a second active account charging you. Rest assured, finding the account charging you is a top priority so we can cancel the subscription as requested.
  
  Due to the sensitive information needed to locate this charge, you will receive an email from me with the subject "Hulu Support Follow Up - BBB *******" requesting some additional information, including the transaction information tied to the Hulu charge, the last four digits of the card that was charged, the billing zip code, date of birth, potential emails, and potential names of friends or relatives who may have had access to your billing information to set up this account. The requested information may help us locate the account and confirm the best way to resolve this billing matter.
  
  Once the account is located, we can look into any eligible refunds allowed by the service usage, as long as you believe you or someone you know accidentally created a secondary account. If we cannot locate the charge and you think these charges are due to genuine fraudulent activity, I recommend disputing any charges with your bank to secure your information. Remember that requesting a new card will not cancel the second Hulu account; only a fraud dispute from your financial institution will trigger a cancelation to allow any chargebacks to process.
  
  Thank you for the opportunity to assist you with your billing and account. I look forward to your response via email and the opportunity to help further. We are happy to assist with any additional questions or concerns. You can always reach out by phone at ************, or chat by logging into your account.
  
  Thank you,
  ************
  Resolution Specialist Hulu Support
  

• Initial Complaint

  Date:11/24/2022

  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 November 24 2022 I went online to signed up for their Black Friday special 1.99 with ads. The special ends Monday the 28 of November. The website has a error message . I tried to dozens of times online plus employees of customer service without any solution. I was trying to the the special which I am a new customer never had the service. The call center employees are rude unhelpful unprofessional. Tried to get a manager without any available. I get excuses. This service is for a year. I tried to tell them your website is down they blame me. I can go to other companies without any problems. This could be fraud false advertising. I will write the FCC, FTC, and state attorney in their consumer fraud department. Plus, the local tv station in their problems solving department. I am anew customer and never had your services. This company has ****** customer service trying to solve a problem which is on their side in which this website is crashing a error message occurs. They guessing and blaming me. If they can not handle the traffic then don't offer the spy for 1.99 instead of 7.99 for a year.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/12/19) */
  Hello Andrew,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the Black Friday promotion. 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.
  
  I located and reviewed the account and interactions with our Support agents. 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 can confirm that the Black Friday promotion was added successfully on November 28, 2022. You will be charged $2.17 on December 28, 2022 and will continue to be charged that amount until November 28, 2023 or until a change is made to the account.
  
  I hope that we have addressed your 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 again 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 day.
  
  Best regards,
  
  ******* **
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/23/2022

  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 the following dates, I was charged twice by Hulu: 8/10/22, 9/10/22, 10/10/22, 11/10/22. I reached out to customer service on November 16th to explain the situation and it took the rep 45 minutes to look into it. He was unable to tell me why this had happened, and then turned around and told me he was unable to refund me and instructed me to contact***** for a refund. I then called Roku who informed me that Hulu is responsible for the error and would need to correct it and refund me. This is extremely frustrating.
  
  I would like an explanation as to why this happened and I would like my account canceled and a full refund for BOTH charges immediately. $63.52 (To compensate for my time spent trying to correct their wrongdoings) I am no longer interested in doing business with such an awful company.
  

  Business Response

  Date: 12/16/2022

  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 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, the unwanted second Hulu account, and the conversation with our agents. I confirmed two Hulu subscriptions were billing you concurrently; one under your primary email and the other tied to an alternate email address. This scenario is not uncommon, as some devices logged in with differing emails may prompt the user for payment.
  I recommend logging out and logging in to your paid subscription if ever faced with this situation in the future. Our records show that the unwanted subscription was not used in recent cycles and is resolvable on our end in the fashion you requested with Hulu Support.
  
  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 a refund for the unused cycles, as company policy allows, for a total of $32.82, which you should see within three to five business days. I have also canceled the secondary account to stop billing you. This new refund does not affect the refund previously issued by the agent. All concession options are now exhausted, and no further action is necessary on your part. Your primary Hulu account remains canceled as well, and you should not be billed again.
  
  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, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  awful customer service. spent 2.5 hours on phone last saturday and they refused to refund. ashame it had to come to such exteemes. will make sure everybody i know is aware.

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd cancelled my Hulu account over a year ago, the company says they have no record of me cancelling I did it online over a year ago, they have proof themselves I haven't been on in over a year but they won't refund me. Looking online, this is a huge thing and has happened to hundreds of people from Hulu doing this same way thing I'm asking for a year worth of payments to be refunded and my account to be cancelled indefinitely

  Business Response

  Date: 12/13/2022

  Hello, *******!
  
  Thank you for taking the time to reach out regarding refunding your 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 seeking refunds and ensuring that I am here to address your concerns thoroughly.
  
  I was able to locate your account and I want to apologize for the inconvenience of not being provided additional refunds beyond the 1 month that was provided. While our refund policy limits refunds at 4 months of charges, I would be happy to issue you the other 3 months' worth of refunds. These additional 3 months along with the month that was already provided bring your grand total of refunds to $29.96. Please allow 3-5 business days for your financial institution to process the refunds back to your account. While I wish that we could provide you with additional refunds beyond this, our system limits refunds to 4 months, and our Terms do indicate that charges are non-refundable except at our discretion and you will continue to be charged until the subscription is canceled. I hope that the additional refunds provided are helpful.
  
  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:11/23/2022

  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 signed up for Hulu on 11/26/22 with a 12 month promotion. After having several frustrating occurrences where I had to keep reactivating the account again and again and again I contacted support on July/31/22. They looked into it. Apparently they gave me a few cents credit and changed my Billing cycle- shortening it by 25 days ( I just found this out when I noticed that I was charged full price before my special was over and the representative explained it to me today). No- this is not okay. I like Hulu- but this is no way to treat people. Yes, I did cancel a few days ago, but was already reconsidering. There will be no reconsidering if you don't correct your mistake, though. This is part of your message to me on 10/22/22: We're reaching out to remind you that your 12 month promotional price of 99¢/month for Hulu (our ad-supported plan) will expire soon, and you will be charged our regular price of $7.99/month after that. This price adjustment will take effect during your first billing cycle on or after November 22, 2022. I tried chat and phone support- but so far am not getting any resolution except mostly sitting on hold. This is not making sense what is being told to me. I am NOT okay with you shorting me 25 days of the promotion! Shame on your anyone in your organization who thinks this is acceptable! Update- The person on the phone this evening said she did process a refund (remains to be seen) and said she would cancel my service- I specifically asked if I would keep my account though my regular cycle- she said yes- but I went to go and watch something and nothing will work. She cancelled my account immediately. I reached out to your representatives with legitimate problems twice- and both times they messed up! HULU is just absolutely bent on shorting me- this is NOT OKAY. Please contact me. Today is only 11/23/22- my twelve month cycle is NOT UP.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/15) */
  Hi ****,
  
  Thank you for taking the time to reach out to us about your Hulu promotional offer. 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 fully address all of your concerns.
  
  I certainly understand how frustrating it would be to not receive a full promotion as offered. However, I reviewed your account and I can confirm that while there did seem to be an issue with the promotion ending early, our support agents have since issued a refund for the early charge as well as provided credit to the account that would match the original timing of the promotional period. This also means that your account is currently in good standing and should be functioning as such.
  
  As a separate matter, if you are having playback issues we would be more than happy to assist you in troubleshooting. You are also welcome to visit our troubleshooting page online at *******************************************************
  
  
  I hope this information is helpful and I appreciate the opportunity to provide you 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 a wonderful rest of your week.
  
  Warm regards,
  
  *********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I called again the evening before Thanksgiving and spoke to a Wonderful Representative who not only kept me as a client, he got me to upgrade. Please make sure and give this representative a Huge "Thank You", as is hard to help a client that someone else wronged, much less getting them to upgrade! He was Fabulous times Infinity!!!
  
  Thank you!
  
  ****

• Initial Complaint

  Date:11/21/2022

  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.

  Hulu billed me twice for subscription. I got billed for a monthly subscription to Hulu, which I have had for a long time ranging from **** to current **** current per month. On March 19th, ********************************* a monthly subscription of ***** for a service I did not have. On Jan 19th 2022 that subscription cost went to ***** per month and has been that way until November 2022 currently. After noticing this I called Hulu customer service on 11/22 around and explained the situation. Whomever I talked to said they could only refund 1 month and that I would need to contact my bank or Paypal to see how many months they would refund. After explaining that wasn't right, we ended that call. After seeing that many others have had this same problem. I called back to a representative, which I do have her name if needed. They said that they showed 2 accounts. I asked what the ***** - ***** charges were for. The employee, which again I have her name if needed, said that a second account was opened for Hulu Live package that started billing March 19,2021. We have never had or wanted Hulu live. I said can you see that we have not used that account at all at our residence? She said yes it says no usage. So I asked for that to be refunded for all those months. She initially told me they could only refund 2 months. I told her that was not acceptable since I didn't order or want the service and she could see that I had not used it. 2 months was the answer. I told her I would have to take legal actions if this couldn't be resolved. She placed me on hold and said she was talking with the legal team. She then came back and said they did an over ride and allowed a refund for 2 months more. So, I got refunded 4 months for August 2022-Nov 2022. I still told her that was not acceptable as they were billing me for a service that I didn't want or order and since they could see their was no usage of this service. She gave me the a website for the legal team & a their phone number. So, excluded the 4 months they refunded I still have $1,174.03 that I was charged for services not received and that they knew there was no usage on the account.

  Business Response

  Date: 12/13/2022

  Hello *****,
  
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related billing concerns. My name is *******, and I am a Resolution Specialist with Hulu Support. I want to apologize for any frustration you may have experienced, and I assure you that I am here to address all of your concerns.
  
  Using the information provided, I located your account and reviewed the interactions with our agents in full. Our records show two Hulu subscriptions were billing you concurrently; your primary Hulu account under your wife's email and another subscription tied to a different email address. I am glad to report our agent canceled the unwanted subscription and refunded the maximum refund for this matter, totaling $257.49. I also confirmed the primary Hulu account is currently canceled, ceasing all billing from Hulu.
  
  I empathize with wanting to ensure you are not paying unnecessarily for an underutilized service. Hulu strives for a positive viewer experience whenever possible, which is why we provided the maximum allotted for these circumstances. In that regard, Hulu can take no further action. As for any 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 this information is 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 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
  

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please read the above case description. I did not order nor did I have ever have Hulu live. I will not be billed for something I never order or received. Once your agent looked it up she said there was NO USAGE. The account, which I didn't order, was never used because I never ordered it. I am not wanting money back for something I received, just wanting the money back for a service that was charged monthly to me that I never ordered or received. I think NO USAGE says it all. We already had a Hulu account, no reason to order or be billed twice. I want the money back on a service I never ordered or used and you all know I never did.

  Business Response

  Date: 12/23/2022

  Hi *****,
  
  
  Thank you for your response. I empathize with wanting to recover as many funds as possible for services you never intended to order. To set the correct expectations all actions related to your request for a maximum refund have been exhausted. Again, I must direct you to your bank to inquire about disputing the remaining charges. While the option of a dispute is at the discretion of your financial institution, it is worth pursuing this request with them.
  
  I hope this additional information is helpful. Never hesitate to reach out to us if help is needed with any other questions or concerns. We are always available, and the contact number for support is **************. Thank you again for your time, and I wish you a happy holiday season.
  
  Warm Regards,
  
  ******************
  Resolution Specialist, Hulu Support
  

  Customer Answer

  Date: 01/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never ordered this and they know it. NO USAGE was what they said. I already had HULU and was paying it monthly. To say that you can double charge someone for a service they didn't order and you know they never used, common sense tells you this is not right. After looking this up online many others have had the same issue with Hulu. We have been a loyal customer, but I refuse to be taken advantage of for being double billed. Hulu users need to know that this occurs. The bank did not double bill me, You all did and I want the right thing to be done. I run a business and have memberships on my site. I can promise you if a customer never ordered, got double billed, and had NO USAGE for the 2nd account. I would be obligated to do the right thing.

  Business Response

  Date: 02/12/2023

  Hello *****,

  
  Thank you for writing back and for the additional opportunity to assist you. While we understand there was no intention to order ******* and no use of the service occurred, our system does not allow additional refunds beyond the amount already reversed back to you. While I have no further information to share regarding the situation, I still suggest a conversation with the bank to seek a dispute against the unwanted transactions. Any dispute options are at the discretion of your bank; however, pursuing this avenue has resulted in a positive outcome for some persons.

  Should any other issues, questions, or concerns arise, we would be glad to help via our phone or chat support channels. The contact number for support is **************. Thank you again for taking the time to make us aware of this matter, and I hope you have an excellent rest of your week.
  
  
  Best,
  ******************
  Resolution Specialist, Hulu Support
  

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Seriously, Hulu? My young children turned on the movie The Star today and not once, but twice, immediately after turning on the movie an ad for forhims.com comes on talking about getting hard and staying hard with explicit imagery. And yes, they were accessing it through a kids profile that has parental controls set up so they are unable to view programming above the appropriate rating. But still, you get to choose to show them ads that are way beyond that level. What makes it even worse - we pay a stupid amount for an ad free subscription. You should be completely ashamed. Do better.

  Business Response

  Date: 12/10/2022

  Hi *******,
  
  Thank you for taking the time to reach out to us regarding inappropriate ads. My name is *****, and I am a Resolution Specialist at Hulu. I'd like to begin by apologizing for any trouble or frustration caused by these inappropriate ads. I know how uncomfortable something like this can be, and I want to thank you for the opportunity to assist.
  
  We want you to have a great experience while watching with your family and want to do everything we can to improve your experience. We appreciate that you took the time to write us user feedback means a lot to us at **********************. We never intend to offend our users with any content or advertising through our service. That is why feedback like yours is so valuable. We will be passing this on to our Ad team to look into how these kinds of commercials can be displayed in the future.
  
  To further this, I want to clarify how the No Ads portion of your plan works and its impact on accounts with ******** When our viewers subscribe to Hulu No Ads + ******** they get access to the Hulu streaming library and an additional library of on-demand content that our network partners provide for our ******* subscribers. The No Ads plan removes ads from all content in the Hulu streaming library, while content made available through the ******* add-on would be subject to ads. If you would like a more in-depth resource to view information on ads when streaming Hulu, our help center is a great resource. For your convenience, I have included the relevant *********** article (help.hulu.com/s/article/ads-no-commercials).
  
  Again, thank you for taking the time to reach out to us. I hope that providing this additional information and confirming the refund has eased the concerns you have brought to our attention. 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