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:11/11/2022

  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 canceled Hulu back in June of this year nor have I used the service associated w/ account I previously had with them since then however to they are still for some reason attempting to charge my bank account w/o authorization. I have contacted them several times to please cease
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Hello *******,
  
  Thank you for taking the time to reach out to us regarding the refund inquiry on the charges you are seeing. My name is ****, and I am a Resolution Specialist at Hulu. I want to apologize for any frustrations you may have previously experienced, and I assure you I am here to address all of your concerns.
  
  I completely empathize with wanting to recover the charges for an unwanted service. I am eager to provide you with assistance for your streaming experience. However, I would like to ensure that I offer you our support number if you need immediate Hulu support in the future. Our support teams are available 24/7, and the number to contact support is**************** I apologize for any inconvenience experienced in reaching our support teams, and I can confirm that phone and chat are the methods that we provide currently for convenient 24/7 support.
  
  Using the information you provided, I have tried locating your account, however, I would need to confirm more information with you to ensure that I have the correct account. I will be following up with an email sent to you titled "Hulu support Follow-Up **************" requesting additional information so we can verify your account and assist with addressing those charges.
  
  Thank you for taking the time to make us aware of your concerns, and for the opportunity to provide you assistance. If you have any additional questions, we are happy to assist at any time. Again, you can reach us by phone at **************** and chat on our help site at *************. I look forward to hearing from you.
  
  Thank you!
  
  *******
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/10/2022

  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.

  In the past I was a subscriber to HULU. They sent me an email for a free month trial because they were celebrating my birthday. I applied for the free month, and my credit card (which was on file) was immediately charged. I spent a long time on the phone w/ customer service -- no help (they did confirm that the email address was HULU's). I went to the HULU community blog and found many others who had been scammed by the same offer. The comments started in 2020 and continued through 3 months ago.

  Business Response

  Date: 11/24/2022

  Hello *****,
  
  Thank you for taking the time to reach out to us regarding the unexpected charge to your Hulu account. 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. First, I want to confirm that our Birthday emails are not a scam. With our Birthday emails, as long as you follow the link in the email, you should be granted your free month of service. However, reviewing your subscription, I see that is not the case. I understand that you may not have had the best experience; therefore, based on your desired resolution, I have issued a refund totaling $16.98. Please allow your financial institution 3 to 5 business days to process the refund.
  
  Furthermore, we would be happy to forward any feedback you have regarding our Birthday emails. We here at Hulu value our viewers' feedback and have made several changes to our service with that in mind. We are constantly working to improve our service and features to provide a service our viewers want.
  
  I hope that we have addressed your concerns by providing this additional information along with the refund. 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

• Initial Complaint

  Date:11/09/2022

  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 TV streaming service routinely plays the ads at a much higher volume. I believe this practice is not allowed. This happens with any show that is watched on Hulu, when the commercials start the volume seems to double. It is blaringly loud and hurts my ears.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Hi *******,
  
  Thank you for taking the time to reach out regarding the ad volume experience. ********************* and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you have experienced and assure you we are committed to ensuring we address your concern in full.
  
  Our service is constantly evolving to meet the expectations of our viewers, and this is feedback we had heard in the past. 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, 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.
  
  We apologize for any frustration experienced and want to thank you for taking the time to share your experience with us. 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.
  
  Kind regards,
  ****
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Hulu Customer for a long time. I pay for a plan with no ads/commercials. Over time more and more commercials are popping up. There are ads on almost every show we watch at this point. Separately my children have now been seeing some EXTREMELY inappropriate ads while watching on their children's profiles. Ads about politics, abortion, guns, transgender materials inappropriate for children, and many other inappropriate topics.

  Business Response

  Date: 11/29/2022

  Hi *******,
  
  Thank you for taking the time to reach out to us regarding advertisements. My name is *****, and I am a Resolution Specialist with Hulu. I apologize for any frustration caused, and thank you for the opportunity to assist.
  
  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 as well as 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 located the relevant *********** article (help.hulu.com/s/article/ads-no-commercials).
  
  Furthermore, I understand the confusion that is caused by the ads you are receiving. We are still working on continued improvements in discerning what is in the Hulu library and what our network partners provide. Your feedback is valued greatly, and I will ensure that your experience is passed along to the appropriate teams.
  
  I hope that providing this information has addressed your concerns. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for taking the time to make us aware of this issue and providing us the opportunity to us to assist. I hope you have an excellent rest of your week.
  
  Regards,
  
  **************
  Resolution Specialist Hulu Support
  

  Customer Answer

  Date: 12/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have called on numerous occasions as this problem has progressed. The "plan" this person is referring to is not even what I subscribed to. It didn't exist when I started with hulu. It was straight up Hulu live with no ads. Furthermore, as I stated in my original complaint, the ads ARE on the library content. I am not referring to live tv ads. Most of the same shows we have been watching since we started with hulu are now 15 minutes longer because of ads. How can you charge someone for no ads and then have the exact same amount of ads as the original show has commercials?!?
  It has also been over a month since I called about the inappropriate ads, nothing has changed except the obvious end to most political ads, no thanks to Hulu at all.
  Hulu's response is offensive and does not address my concerns or desired resolutions whatsoever. The response is completely unacceptable.

  Business Response

  Date: 12/25/2022

  Hello *******,
  
  
  Thank you for writing back. My name is *******, and I am a Resolution Specialist with Hulu Support working with *****. I apologize for any ongoing frustration you may have experienced, and I assure you that we are here to address all of your concerns.
  
  I empathize with the want to eliminate the interruptions to your favorite programs. For ************* into the matter, the Hulu (No Ads) plan applies only to content from the Hulu library. The only show in the Hulu library excluded from the No Ads plan is Grey's Anatomy, which plays a short ad break before and after the show. Any other content watched containing ads is made available through the ******* add-on, which also provides a plethora of on-demand content with ads and is not a part of the Hulu library. To clarify, the ******* add-on provides both currently-airing contents and on-demand content that resides in the app's library.
  
  If you feel you receive ads in error, I ask that you include any shows along with the season and episode number where the ads appear in your response. Upon receipt, I will be sure to research the show for any possible issues, confirm the program's inclusion in Hulu (No Ads), and report back any findings.
  
  I hope you find this additional information helpful, and I appreciate the opportunity to provide you with assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again for taking the time to make us aware of your concerns, and I look forward to hearing from you.
  
  
  Warm regards,
  
  ******************
  Resolution Specialist, Hulu Support

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You have AGAIN provided absolutely zero insight, or resolution to any of the issues I have brought forward. Are you seriously now saying that you are charging customers for an "add free" experience to which you now claim only one television show is actually ad free? This has got to be the biggest case of false advertising I have ever seen. I am sure that this will eventually come to light in. Class action suit as it certainly fits the bill. You are flase advertising, you are breaking FCC laws when it comes to volume changes with ads, and you are absolutely violating many areas of law when it comes to the appropriateness of what is played on children's profiles.
  Stop putting on your "show" for the BBB. We wouldn't be here unless I attempted multiple times to address this directly. One of the Hulu Executives can reach out to me directly, or I will continue to pursue these very valid complaints that have been recognized by thousands.

  Business Response

  Date: 02/12/2023

  Hello *******,
  

  
  Thank you for your response and for providing me with an additional opportunity to address your concerns. I want to capture your valuable feedback in its entirety.

  Since Hulu (No Ads) is a separate plan, without Live, no subscriptions exist to change the ads on on-demand content provided through the ************* Adding the Live library of partner content does not discontinue the Hulu (No Ads) feature for the Hulu library, which will continue to remove ads from Hulu-owned programming. Hulu publicly addresses this in the previous Hulu Help article provided should any viewers have questions about why they may still see ads with partner content when they have the No Ads feature for Hulu content.

  I apologize for any inconvenience or misunderstanding regarding the plan names and want to encourage you to participate in our Hulu Community (***********************************************) forum to document your feedback. Hulu Community is a user-only platform dedicated to gathering feedback and suggestions from our community of viewers. Viewer suggestions like updates to the plan names and feedback about ads are welcome and appreciated. You may also submit ideas for new features or improvements, and all input reaches the appropriate teams based on the type of feedback.

  We greatly appreciate hearing from you and your ideas about making changes to the plan names. 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.
  

  
  Warm regards,
  ******************
  Resolution Specialist, Hulu Support
  

  
  

• Initial Complaint

  Date:11/08/2022

  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 have hulu through *******. We can stream fine on our mobile devices but when we try to use the hulu on our TV (which has worked perfectly fine for years) it plays commercials when you click on a program and then when it is time to actually watch the show it gives error code 302 .. we have called several times over the last week and received nothing but a runaround. "Our internet doesn't work" yet 4 other streaming services work perfectly fine. Our TV isn't compatible yet it is the same TV that has worked perfectly fine for years with the service. We have spent hours on the phone trying to resolve the issue amd not one customer service rep has assisted us. We spent 30 min on hold then get a generic response of they don't see we are trying to watch programs on the TV. We have deleted and reinstalled the app dozens of time. We have reset our modem we have had our cable provider come and test our system which works perfectly fine .....
  

  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 viewing 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 playback issues when trying to enjoy your favorite shows. While I cannot speak for the other service providers you have mentioned, Hulu absolutely wants you to have the best quality streaming experience possible, so we are more than happy to go through troubleshooting with you over the phone or via chat at your convenience. On occasion, we are unable to find the root cause of an issue while on the phone with you, but the data provided while troubleshooting certainly helps when we document that data for our developers to look into further!
  
  To set the correct expectations, I would not be able to honor your request for a refund or exchange since you are billed by a third party. If you would like to further pursue that option, I recommend reaching out to the third party you are partnered with for billing at this time, as they may be able to assist further with that request.
  
  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:11/06/2022

  Type:Delivery 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 for quite some time now. Now there is a issue. I use and only use the following services. HULU live tv with ADs. Thats it simple. Now the company wants to charge people such as me for services **********************, which i do not use at all none. I want my bill adjusted to were i am being charged for only HULU live tv with ads and nothing more. I do not care if its a package that comes with the services, these extra services can be removed. I will not be charged for something i am not using. Great example is you take you car in for just a oil change, next thing you know you being charged for a windshield replacement, fuel cleaning service, what do you do, you ask them to remove it because thats not the service you were there for. Lets make this right and make this a option like it was before a ADD-ON service. And another thing too hulu needs to make it where the customer can make a payment early verus well what date do you want to move your payment then charge them extra for that. Thats just bad business. Lets make this right or i will take my money somewhere else. i am done with excuses , especially like a time like this when things are going up. I pay what i pay thats what i can afford. its easy for a company to go up on prices and expect people to pay. at the same time you lose business. Help me help you.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/18) */
  Hello ****,
  
  Thank you for taking the time to reach out regarding your concern with the Live TV Plan and the *******+ bundle. My name is Robert, and I am a Resolution Specialist. I want to apologize for any frustration caused and reassure you that I am here to ensure we address your concerns in full.
  
  I understand the sentiment of wanting to not be billed for a service that you have no intention of using. However, I want to set the correct expectation for the Hulu+Live TV plan that includes the *******+ bundle. Currently, there is no option to separate *******+ from the Hulu+Live TV plan, just as we are not able to separate specific channels included in Live TV. In addition, the *******+ bundle is at no additional cost to viewers who subscribe to Live TV. They are not required to activate the bundle to continue enjoying their subscription.
  
  I invite you to share your feedback and thoughts at our community site community.hulu.com where you may find similar ideas and suggestions that you would be able to upvote, along with submitting your feedback that may not already exist. Our Hulu Community site funnels your valuable feedback directly to the teams that matter and is one of the primary methods for our viewers to voice their thoughts.
  
  We hope you found this information helpful, and 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 day.
  
  Warm regards,
  *********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 7, 2022/11/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This need to be escalated ti some higher than just a representative at a tier 1 level. There is someone at the company that can make the adjustment. I'm not going to pay for services I'm not using, the screenshot I provide shows the services you guys have added to what I already have , the little discount doesn't mean nothing to me because it's just a way to show that services you provided I pay nothing but since the price is going up about 10 dollars more that whole minus 27 dollars 97 cents is really saving reducing it by 10 dollars , this I'm afraid is false advertising, I'll take this to the FTC and show them that hulu isn't rendering what they promote. That 27.97 that is so called subtracted needs to be subtracted from the 69.99 , then the price is raised that would make more since. This bill of mine will and needs to be adjusted correctly. This complaint needs to go up to corporate level and not someone that's a waste of time. If this can't be resolved here , I have no choice but to cancel this service for false advertising.
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  Hello ****,
  
  Thank you for responding to us about your concern about the *******+ bundle included with the Hulu Live TV subscription. I want to assure you that I am still here to address all of your concerns.
  
  I understand the frustrations with the price increase, and we appreciate the feedback pertaining to the services listed in relation to the discounts that currently exist. To set the correct expectation with the screenshot provided, the discount of $27.97 is specific to the *******+ bundle that is included with Live TV as stated next to the amount with the discounted amount. I want to apologize again as there is no way for Hulu to adjust your billing as per your request.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with further assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is *************** Thank you again for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  Warm regards,
  *********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (4200, 11, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since hulu can not help me with removing services that I do not use and help adjust woth payment. I am requesting this be submitted to corporate office and to have this fixed accordingly. Have someone reach out to me about it
  
  
  Business Response /* (4000, 13, 2022/12/25) */
  Hello ****,
  
  Thank you for taking the time to reach back out to us regarding your Hulu account. I can assure you that I am here to address all of your questions.
  
  I apologize that we were not able to supply you with the resolution you were seeking at this time. We are sorry to see you go and apologize for any frustration this may have caused. For transparency, we are unable to have anyone from our corporate office reach out to you.
  
  We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is *************** Thank you again for taking the time to make us aware of your concerns, and I hope you have an excellent rest of your week.
  
  Sincerely,
  
  *********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:11/05/2022

  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 received a Birthday invitation for free month trial of Hulu, after cancelling my subscription recently. The email indicated this is for new customers and eligible returning customers. However when I tried to sign up, the billing information said it's be charged $7.99 the same day. I spoke with customer service and they stated those emails are sent regardless and if I've cancelled the subscription within the ok sst 6 months, I would not be qualified. That's very misleading.
  

  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 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 may be to get excited about a promotion and then be informed that you would not be able to receive it. I would like to apologize for the miscommunication that our automated system may have provided. As explained during your last interaction with us, these emails are sent to those on our email list automatically, both to wish you a happy birthday as well as provide an opportunity to long lost viewers to return to the Hulu experience.
  
  I can confirm that since you were very recently an active Hulu subscriber, you would not be eligible to receive this promotion at this time. However, we do hope that you give us another chance in the future and hope to see you again!
  
  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:11/05/2022

  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 keeps charging me monthly subscription fee to my ****** even though I have canceled my accounts. Their help page says to go to their account recovery page, click forgot email, and put in the credit card info it's charged to to find accounts you've forgotten about, AS IF it's the customers fault/negligence. However there are many many replies in the thread stating the same thing is happening to others who have canceled all their accounts and could not locate an active account through account recovery. I KNOW FOR A FACT I only made 2 accounts ever and immediately canceled after before the free trial ended. I also can't even use the account recovery option because it only lets you locate accounts if you are paying with credit card, but mine is being charged to my ****** through my bank account. Hulu is such a scammer for this if multiple people report that they keep getting charged after canceling. I don't even have access to Hulu services/streaming anymore so I'm fully just being illegally charged.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Hello ****,
  
  Thank you for taking the time to reach out to us again regarding your Hulu subscription. Rest assured that I am dedicated to getting this issue resolved for you today.
  
  My apologies for any confusions regarding the issued refund. I was able to personally process a refund for the amount of $62.00 which should be going back to your account in three to five business days. If you do not see the refund within that time frame, please do not hesitate to to let me know. It is my hope that this refund fully resolves the billing concern you brought to our attention.
  
  Thank you again for allowing me to further assist you regarding this matter. The contact number for support is **************, please do not hesitate to give us a call 24/7. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any. I hope you have a wonderful day.
  
  Warm Regards,
  **********
  Resolution Specialist, Hulu Support
  
  
  Business Response /* (4000, 12, 2022/11/24) */
  Hello *****,
  
  Thank you for reaching out to us regarding the unexpecting charges. My name is *********, a Resolution Specialist with Hulu, and I am happy to assist you with this matter. I want to start by apologizing for the miscommunication in the earlier post as that was an error on my part.
  
  I would like to also apologize for any frustration you may have experienced due to these charges. Rest assured that I am more than happy to look into this and help to get this resolved as soon as possible.
  
  To investigate these charges further, you will receive an email from me with the subject "Hulu Support - ***************************" requesting additional information regarding these charges. This additional information will help with finding the account in question and address the billing.
  
  Thank you for allowing me the opportunity to investigate this billing matter and I hope to hear from you soon! You can also reach out to us any time by calling Hulu Support a*************** or chat in by logging into your account.
  
  Warm regards,
  *********
  Resolution Specialist

• Initial Complaint

  Date:11/05/2022

  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.

  Hulu Billed my account HBO MAX add on without my opting in or ordering HBO for past 4 months. I never ordered HBO yet I paid for it due to Hulu auto adding it.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/15) */
  Hello **!
  
  Thank you for taking the time to reach out regarding the HBO Max add-on. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with this add-on and ensuring that I am here to address your concerns thoroughly.
  
  I located your account via your name and the zip code provided, and I have some information about in-app purchases and add-ons. Hulu cannot add products on your behalf, except via support, without your agreement to the product addition, eligible free trial periods, and future charges. Add-ons can be added from within the app when you come across content with a lock icon on it and attempt to play or interact with this content. After a few confirmation screens to review the plan changes and charges, the add-on, and its content become available to stream.
  
  If you suspect this plan change happened without your permission, I suggest updating your account password and reviewing the devices attached to your account. Please use the following Hulu Help articles on how to view and remove devices from your account:
  ***********************************************
  The sections "How to view all of your devices" and "How to remove devices and control account access" will be most relevant to you. We strongly recommend updating your account password should you discover any unexpected devices.
  
  Regarding the billing and charges on the account for the add-on, I can confirm a high volume of use of the HBO Max add-on. The amount of add-on use would prevent any refunds from being able to be issued for your past HBO Max charges.
  
  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:11/04/2022

  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 a free trial via an email. I was able to sign in on the app on my phone, but never anywhere else. I attempted several times to log in to cancel the service prior to the end of the free trial and was not able to. The emails never came to my inbox when o attempted to reset. I have now been charged two months. I talked to someone there and they claimed to have cancelled it. They confirmed the email address used but that email address isn't currently subscribed. Meanwhile I am being charged monthly for something I don't have access to.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Hello ***,
  
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the unwanted charges. 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.
  
  After locating the account and reviewing the previous interaction with our agent, I confirmed that the email on file may have had a typo or be a second email. This mismatch is the cause for the emails never reaching the inbox of any of the emails you previously shared with our agent. Based on the conversation when you contacted Hulu Support, I understand you intended to enjoy the free trial and cancel before any charges occurred. While I am glad to report the agent canceled the account to stop further billing and issued a refund of $8.55, other transactions remained since the first billing cycle. Our team strives to provide a positive experience for all of our viewers. With that in mind, I issued a courtesy refund of an additional $14.96 for the two billing cycles remaining. This additional refund should reach you within three to five business days, and the total returned to you is now $23.51. You should no longer see Hulu charges going forward, and no further action is necessary on your part.
  
  I hope this resolution is to your liking, 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 this issue, and I hope you have a wonderful holiday season.
  
  
  Warm regards,
  
  ******* **
  Resolution Specialist, Hulu Support