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:11/16/2022

  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 has no way of contacting them outside of logging into an account. I want to cancel my subscription but Hulu won't let me log in (which is how you contact them) or allow me to change/reset my password. I've tried repeatedly. This seems to be a common problem, almost intentional to prevent anyone from cancelling after they've agreed to automatic monthly fees. When I go through the motions of resetting my password, I finally get to this, another dead end.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/12/06) */
  Hello*****
  
  My name is ****, and I am a Resolution Specialist at Hulu. Thank you for reaching out to us regarding the charges you are receiving from Hulu. I sincerely apologize for any frustration experienced.
  
  I first want to confirm that there is no active subscription under the email provided in your complaint. Which may be why you have not been able to log in to cancel.
  
  We recommend using our Account Recovery tool to locate any active subscriptions based on your card information. Once you submit the requested information, it will reveal the email address currently associated with the account. Then, you can reset the Hulu account password, log in, and cancel the subscription. For your convenience, I've provided a link to this tool below.
  
  **************************************
  
  I hope we have been able to address your concern by providing the best next step for resolution. Please don't hesitate to reach out if we can further assist. We are available by phone *****************Thanks, and have a great day!
  
  Regards,
  *******
  Resolution Specialist Hulu Support

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to Cancel my subscription a fews ago but they are still charging my bank for monthly payments. I have it noted in my bank acct that in spite of the cancellation and I have no longer used their services. They are still charging. I would like them to pay me back for the subscription since after cancellation. I would also like to continue with cancellation of their service. I do not need their service any longer. They are very unreliable if they still charge customers.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/06) */
  Hello,*****!
  
  Thank you for taking the time to reach out regarding unexpected charges for Hulu. 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 unauthorized charges and ensuring that I am here to address your concerns thoroughly.
  
  I could not locate a current account with the email or contact information in your complaint, but I want to ensure that we try to locate the account charging you. I will be sending you a separate email directly with the subject "Hulu Support Follow-Up - ************". Please reply with the Hulu account email and details requested, and I will be happy to look further into your charges.
  
  Since this account is not associated with the email address in your complaint, I want to be sure that I offer information regarding fraudulent charges. Should you have any concerns that the charges you are receiving are due to a compromised bank account or card information, please contact your bank as soon as possible to begin a fraud investigation. If the account to be located is not associated with any of your information or other possible emails, we will determine this to be fraudulently created and will direct you to your bank for any refunds and to investigate the fraudulent charges.
  
  Thank you for taking the time to make us aware of this issue and providing us with the opportunity to assist. I look forward to hearing back from you so we can resolve your concerns together. Please do not hesitate to let me know if I can help with any other concerns in the meantime.
  
  All the best,
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/15/2022

  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 plays ads at an illegal volume! My shows and movies are twice as quiet as the commercials, and I've now gotten a noise complaint because they blast so loud without warning. I'm not even supposed to be getting ads because I pay for Live TV with no ads. They're charging me $80 (about to be $82+ due to a price increase), and forcing me to get two accounts so I can watch TV at home and in college. That's $160+ per month for a product they don't even provide me with because I STILL get ads. It's a scam and price gouging to charge that much, force me to get two accounts, and then not provide the promised product. I've tried to reach out to them to figure this out, but no one has helped me and everyone at Hulu I've spoken to has told me that this is just how it is. I'm fed up, over charged, and now I have a noise complaint against me because of them. I need them to start delivering on their promises and to refund me for the years of ads I've had to watch despite paying not to have them. I also need them to play their ads at a legal and reasonable level. Ads should never be twice as loud as the show I'm watching. Hulu is behaving like a bunch of criminals and someone needs to do something about it! I've also reported them to the FCC.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/12/06) */
  Hello ***!
  
  Thank you for taking the time to reach out regarding advertisements and the ******* plan. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with ads and ensuring that I am here to address your concerns thoroughly.
  
  Our service is constantly evolving to meet the expectations of our viewers. I can confirm that we recently added new additions to our playback experience that should improve audio quality across all content. While this update is a step in the right direction, our work is not complete as we will continue to work to make Hulu the best available streaming service.
  
  Content is recorded at varying decibel levels depending on a number of factors. For example, action movies may be recorded at a higher volume than a soap opera. Ads are recorded at varying volume levels as well. Sometimes, the content of varying audio levels can be paired together although the original recording volume for either has never changed. This can give the impression that an ad is much louder than it should be, despite it still falling within normal volume ranges. We expect to continue to release updates to normalize audio across all content. We appreciate your patience as we work to address this behavior and create the best possible experience for our viewers.
  
  Additionally, regarding the No Ads add-on, our ******* service also provides access to bonus on-demand content that will contain ads as the No Ads add-on only applies to Hulu content and does not apply to ******* content. If you were to remove *******, only Hulu content would be left and would be ad-free. When adding ******* content, the same Hulu content remains ad-free, but bonus content is made available that is not Hulu-owned. Please view the following Hulu Help article for more information:
  
  **************************************************
  Here is an applicable excerpt from the article:
  "Hulu (No Ads) subscribers can stream everything in the Hulu streaming library without ad breaks (excluding the shows outlined above). If you're a Hulu (No Ads) + ******* subscriber, your plan unlocks additional on-demand content provided by our network partners that may have ads.
  
  There isn't a way to identify which videos will have ads while browsing, but if you have ideas on how we can improve this experience, submit them in the Hulu Community (******************) or vote for others to help them get noticed."
  
  Finally, our ******* service is for a single, residential home and it would be intentional for you to need separate ******* accounts if you wish to use ******* in more than one location. Please view the following Hulu Help article about our Home guidelines to familiarize yourself with them:
  
  ********************************************
  Here is an applicable excerpt from the article:
  "I have two houses. Can I use Hulu in both?
  Our ******* plans are intended for single-home use. If you have two houses, or plan to use Hulu in multiple locations, one of our other plans may be a better fit. If accessing ******* in both places is important to you, we'd recommend signing up for a second ******* account"
  
  Thank you for taking the time to make us aware of your feedback and providing us with the opportunity to provide more information. 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:11/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted several complaints to Hulu via U.S. mail, online chat, email, and its parent company ******** about streaming service issues that have not been resolved. I absolutely hate Hulu's "contact us" page because it does nothing to correct problems, the chat with agent aren't technical, call Hulu is a waste of time because they do not have any answers and pass issues to the next person than you start over, and ask Hulu Community just shows how many people are ****** off about the same issues I have.Consequently, I am submitting a complaint with BBB as a last resort to have all issues addressed. See attachment for specific details.

  Business Response

  Date: 11/25/2022

  Hi *****,
  
  Thank you for taking the time to reach out to us about your Hulu experience. 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 reviewed the previous interactions between you and our support team and noticed that recently another member of our Resolution Specialist team has currently reached out to you through private email regarding each of your individual concerns. I can confirm that each point provided by the attachment has been addressed and we are currently awaiting your response.
  
  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
  

• Initial Complaint

  Date:11/13/2022

  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.

  I recently realized HULU has been double charging me for the last 12 months. They say they have 2 email addresses on file even though I've only ever used 1 TV device. They apparently don't have data analytics that would tell them this. The amount is roughly $1000 of my hard earned money. My first call to them only got me a month of my money back, the second call 4 months of reimbursement and the rep said that was the "max" they could give me. On their website there is a whole page that states the reasons for double charging per month and they all lead to it's the customers fault cause you probably did X, Y, or Z. They should be ashamed to steal from their customers like this and then say there is a max amount to give back, it's my money that was stolen. I am not the first person with this problem and I won't be the last. Their app/website is glitchy just like their service. If you see error messages during log in that say we don't remember that email address, make another password, login for app use, we don't see that on file which forces you to make another log in they probably want to charge you for an entirely new subscription. They would rather double charge to make more money than just fix their technology, customer analytics and their customer service.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/24) */
  Hi *****
  
  Thank you for taking the time to reach out to us about the unexpected Hulu charges you received. My name is Shawn, and I am a Resolution Specialist with Hulu Support. I sincerely apologize for any frustration you have experienced.
  
  Through my research, I was able to locate the account you were charged for and the interaction you had with support. I am glad that our agent was able to cancel the subscription for you and provide four months of refunds totaling $227.28. As it stands, we have exhausted the extent of refunds we can provide to you. We appreciate you bringing this matter to our attention and understand how concerning it is to discover charges we may have been unaware of. With our limitations regarding use in multiple locations, it is common for some subscribers to have more than one Live TV subscription if they have two places of residence. At Hulu, we do our best to provide our viewers with the tools to take an active role in their billing, such as labeling all charges from Hulu that appear on bank statements.
  
  As for the remaining charges you wish to reverse, I recommend you reach out to your bank to dispute the transactions. As part of this process, they may be able to 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.
  
  Thanks for reaching out. I hope we have been able to address 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,
  Shawn D.
  Resolution Specialist Hulu Support
  
  
  Consumer Response /* (2000, 7, 2022/12/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am accepting this response pending reimbursement through the bank disputes I have submitted. The company needs to be aware they are charging "top" dollar compared to other streaming services and should do more in regards to customer service and account management.

• Initial Complaint

  Date:11/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my hulu subscription on October 30 2022. I have the confirmation email stating I cancelled. They are still charging me $7.99 out of my bank account. I've tried calling, and also emailed but no responses. I've looked up my card number to see if there are any other accounts associated with my bank card but there's not. I just want my refund and my card off file hulu!
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 8, 2022/11/30) */
  Hello *******,
  
  Thank you for taking the time to reach out to us regarding unauthorized charges. My name is********, and I am a Resolution Specialist with Hulu Support. I apologize for any frustration you may have experienced due to these charges, and I assure you that I am here to address all of your concerns.
  
  Using the provided information, I could not locate the subscription charging you. To find the active Hulu account, I will be sending you a separate email with the subject "Hulu Support Follow Up - BBB *******," referencing this case. Within this email, I will be asking for additional information to locate the account in question.
  
  I appreciate you for taking the time to make us aware of your concerns and to provide us with this opportunity to investigate further. We would be happy to assist with any additional questions or concerns via our phone or chat support channels if any arise. Our contact number for support is **************. I hope you have an excellent rest of your week.
  
  Warm Regards,
  
  **********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/13/2022

  Type:Delivery 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.

  Two days ago I received an email from Hulu offering me one month of free Hulu. The email clearly states in the last paragraph that the offer is for "new and eligible returning subscribers." I had not subscribed in a long time and have recently moved so thought either one of those things could be the reason. I clicked through the link on the email as instructed to start my free month of service only to discover that they instantly charged my credit card $8.65 without giving me any indication that I had not qualified for the offer. The only way I discovered it was looking in my account to see when the expected charge would happen in a month. I started a chat with support and spent over an hour while the initial support person contacted a support team member. In the end they offered two weeks free and said I did not qualify for the offer and it was sent to me by mistake. They did not tell me why I didn't qualify. They gave me a refund and ended my subscription. I did not take the two weeks free because as I understand it when a business********************* offers you something in writing, they have to stand behind it. I'm really shocked that this company has such poor customer service. Below I will attach screenshots of the original email. I also screenshotted the entire support chat but will only attach the conclusion. Please let me know if you would like to have the rest of that as well.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/11/30) */
  Hello******,
  
  
  Thank you for taking the time to reach out to us regarding the email you received for a free month of Hulu. My name is *******, and I am a Resolution Specialist at Hulu. I assure you that I am here to address your concerns thoroughly.
  
  I want to take the time to apologize for any misunderstanding that may have come from the automated promotion email sent to you. As you are aware, we include a disclaimer that these promotions are only available for new and eligible returning subscribers (no active subscription within the last 12 months). In an effort to remain transparent, since you recently had an active subscription, we would be unable to offer you a free trial at this time.
  
  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. Thank you again for taking the time to make us aware of your concerns, and I hope you have a great holiday season.
  
  Best regards,
  
  ******* **
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 10, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As you can see from my screenshots there was absolutely NOTHING in the offer that said it was not available to anyone who had had a subscription in the past 12 months. It said it was available to "eligible returning subscribers" with NO further description given and the offer was sent to me unsolicited, I could only assume that meant me. I don't know what you mean by "recent,"but I had not had a subscription in many months and had recently moved so was receiving lots of offers. It's the company's responsibility to send offers to those who are eligible and to make clear who is not eligible. Neither was done here and when I called for a resolution, the person I spoke to did not explain that I had had a subscription in the last 12 months. You sent me an offer and you should honor it. Again, there was absolutely nothing in the offer that said someone was ineligible if they had subscribed in the last 12 months. That you offered it to "eligible returning subscribers"and sent it to me implied that I was one of them. I was honestly shocked when you didn't honor your offer because the bad customer relations alone is going to cost you more than a month of Hulu to a single subscriber. You can say whatever you like in the aftermath but the offer you sent me did not exclude me in any way and in fact implied that I was eligible. I really can't believe you spend this much time weaseling out of it.
  
  
  Business Response /* (4000, 12, 2022/12/18) */
  Hello******,
  
  
  Thank you for your response. I appreciate the additional opportunity to provide you with assistance.
  
  For full transparency, our terms state that availability of a free trial is not guaranteed and, if one is available, is only available on the specified terms of the free trial. To best assist you with this matter, I will be sending you a separate email with the subject "Hulu Support Follow Up - ***********," referencing this case. Within this email, I will include the next steps to take in order to redeem your new free trial.
  
  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. Thank you again for taking the time to make us aware of your concerns, and I hope you have a great holiday season.
  
  Best regards,
  
  **********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (2000, 14, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They gave me the one month that they promised in the email they sent. ******* was clear to point out that they were making a special exception. It's too bad it takes a special exception to fulfill the offer they sent to me completely unsolicited. None of the terms stated in the email sent to me originally say anything about whether or not an offer is guaranteed. That statement in *******'s most recent reply is misleading. Really surprising that they have such terrible customer relations when we have so many choices for premium viewing. It should have been done in the beginning with no question. But in the end they did give me the one month they promised so I can no longer say I have any further claim.

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer of Hulu for several months. I was trying to get my student discount applied to my account. The representative **********. Put me on hold for over 15 minutes at a time and never came back to check on me. I spent over 2 hours trying to get this issue resolved. She canceled my subscription saying it would be required to get the discount added. Now I'm left without having any tv service. This is absolutely horrible to treat your customers like this. Without us there wouldn't be any business.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2022/11/25) */
  Hello********,
  
  Thank you for taking the time to reach out regarding your account and support experience. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced and ensuring that I am here to address your concerns thoroughly.
  
  I was able to locate your contacts to support, and I apologize for the time taken for you to try out the Hulu Student Discount sign-up. The experience you had is not the stellar support experience we strive to provide on every interaction. I want to share that feedback has been sent to the agent's direct manager for coaching purposes. We greatly appreciate you giving us another chance by reaching out.
  
  I reviewed the notes left by my peer when you escalated to the highest level of support. Their notes indicate SheerID, our third-party partner who determines student eligibility, concluded that you would not be eligible for the student discount. At that time, we provided you the contact email for SheerID of *************************** if you would like more information about your ineligibility.
  
  Regarding your current subscription, I understand that you did not intend to be *********** billed. *********** billing happens when you sign up via the Hulu app on an ******* device. Support cannot perform account actions such as canceling or crediting as long as you are ******-billed. If you would like to manage your subscription and change your billing type, please visit the following link on managing your ******-billed subscription, including canceling. Once canceled and re-subscribed as a Hulu billed, or another supported billing type, we would be happy to provide you with 2 weeks of credit for any inconvenience experienced. Please ensure you sign up directly on the website at Hulu.com to avoid being ****** billed.
  
  *********************************************
  
  Thank you for taking the time to make us aware of this concern and providing us with the opportunity to assist and provide you with 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
  
  
  Consumer Response /* (3000, 7, 2022/12/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Very disrespectful to their customers I'll be going to a new service
  
  
  Business Response /* (4000, 9, 2022/12/23) */
  Hello********,
  
  Thank you for your response and for providing that feedback to us. Your experience and comments are valuable to us to make our service the best it can be.
  
  I understand if you may need to locate a new service provider due to ineligibility for our Student Discount promotion. We must make difficult decisions sometimes when it comes to the many entertainment options available to us. We hope that you may return to Hulu in the future and wish you well in your search for a compatible service.
  
  Thank you for taking the time to reach out to us and allowing us to provide you with clarity and additional information. The contact number for support is **************. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.
  
  Thank you,
  ********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (4200, 11, 2023/01/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't think it's fair that other students are qualified for the discount when I don't. I've provided my student ID. Now Hulu is asking for my registration papers, I'm not going to provide it because it contains personal identifiable information such as my Name, dob, address, and SSN. I'll just find another platform to enjoy movies on.

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hulu is horrible l have had several issues with log in issues. For 1.5 months. Hulu wanted to blame my internet service provider I called my internet service provider and they have been fighting with Hulu's techs for 2 months. This is a wide spread issue effecting multiple people in our area that cannot log in and Hulu's 11. Yup 11 techs won't fix it. I've had to sign up with different email addresses because they will not fix there unexpected error that appears every time you try to log in.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/27) */
  Hello ******
  
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related concerns with your experience at Hulu and signing in to the desired account. My name is Robert, 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.
  
  
  Using the provided information, I could not locate the subscription charging you. To find the active Hulu account, I will be sending you a separate email with the subject "Hulu Support Follow Up - BBB *******," referencing this case. Within this email, I will be asking for additional information to locate the account in question.
  
  
  I hope you find this response helpful, and I appreciate the opportunity to provide you with assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for taking the time to make us aware of your concerns, and I look forward to your response.
  
  
  Warm regards,
  Robert***
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We informed*****/Hulu of my ID being stolen and the attempted charge on my stolen credit card on 10/8 for $7.99. Instead of taking effective action, they told us to " Please contact your bank to stop the charges... please do not register your card on any***** devices outside of your home for you to avoid any unauthorized charges in the future." We contacted*****/Hulu to STOP these reoccurring fraudulent charges from happening and instead they tell us to contact our bank and manipulate a NON-EXISTANT*****/Hulu account.
  
  Due to this, of course ANOTHER charge was Allowed to be attempted on 10/18 for $7.99 again under the SAME card account despite requesting an entirely new card with a completely new # from our financial institution!
  
  If I didn't lock my card, these charges would have went through!
  
  The following are emails with********** - 10/26: "Thanks for replying to this email. I would really appreciate it if you could please provide us with ********************************* of your first card that was charged. It might be with that card that we will be able to locate where this charge is linked to." 10/29: "I would really appreciate it if you could also please tell us what the expiration date of this." and 11/1: "I understand that you wanted to resolve this concern or to know where this charge is linked to. Please know that we will be going to locate where this charge is linked to."
  
  Despite giving ALL the info asked for - the entire credit card numbers obtained from our financial institution and expiration dates for BOTH the 10/8 AND 10/18 attempted charges of $7.99 under my name, we have received no replies since 11/1. Despite all this,*****/Hulu closed one of our tickets without even replying to it, *******. The other ticket, *******, has not been replied to since 11/1 even after following up on 11/8, a week later.
  
  Roku/Hulu are perpetuating ID theft and have not given us the promised information to help us fight against this ID theft.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Hi *********,
  
  Thank you for taking the time to reach out to us about your Hulu billing experience. 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 may be to experience fraudulent charges. While we do partner with **** to provide our streaming service to **** devices, their account system and customer support is a complete separation of our own. At Hulu, we take fraud very seriously and recommend that you contact your financial institution immediately as best to handle the matter most securely and efficiently.
  
  While we do provide a streaming service, we are unable to disclose account details without a filed subpoena through law enforcement. However I can assure you confidently that contacting your financial institution is best to request a dispute against those charges to see about receiving your money back. For transparency, any successful chargebacks will automatically cancel the account in question to allow the funds to reverse. For further protection, I would recommend asking for any charges from Hulu to be blocked in the future after any filed disputes are resolved.
  
  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