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:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Hulu on 10/20/2022 and got a week free trial of addons. I lost both the email address and my password to get into the account and haven't been able to log in since. I tried calling on 4 different occasions and couldn't get in touch with the accounts department to cancel the addons and help with my account information. Now they have charged my card for the add ins yet I still can't get through to anyone.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/15) */
  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 BBB - #*******" 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 help.hulu.com. I look forward to hearing from you.
  
  Thank you!
  
  *******
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started with the $5.99/month plan. We now get the Verizon wireless discount to cover that cost. We just recently noticed that Hulu has been charging us for HBOmax for the last 9 months. This was not authorized by us! I never received an email about any changes to the account as well. Contacted customer service to get this canceled and receive a refund. Had to speak to a manager and we were told that they could only give us a 1 month refund per their policy. They still owe us for 8 months of service that we didn't ask for or use. I have also recently read on the Hulu website that it's up to the discretion of the manager to grant any level of refund. We were not given that option. He stuck to the fact that their policy says it somewhere 10 pages deep in fine print. Sick of subscription based companies taking advantage of people with shady marketing and sales tactics. I want my money back!
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/15) */
  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 Jude, 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. Using the information you have provided, I have located and reviewed your account. I confirmed that one month refund is the maximum refund we can provide. The intention is for our viewers to contact us as soon as the unwanted change is detected, and allow us to restore the plan you wanted and address the most recent transaction associated with the change. For transparency, it is the account holder's responsibility to notify Hulu if any unwanted changes as Hulu has no way of knowing they are unintended otherwise. Email notifications are sent to the email on file for all updates to your Hulu account. Your feedback is greatly appreciated as we continue to evolve the service to better align with the interests of our viewers.
  
  Should you wish to pursue the remaining transactions, I suggest you contact your bank to exhaust any remaining options, such as a transaction dispute, as they may be able to help further with that request. 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. Additionally, any successful chargebacks will automatically cancel your Hulu account to allow the funds to reverse back to your bank.
  
  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 help.hulu.com.
  
  Thank you!
  
  Jude H.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hulu is intentionally setting their commercial/ad sound to be extremely louder than shows which is extremely dangerous and potentially damaging both children and adult ears. This is not to a specific show, it is every single show, and every single ad on Hulu. *************************************************************************************************************************************************
  
  This fraudulent effort is to get people to upgrade to the "no-commercial hulu". I have reached out and spoke to people at Hulu who said they were working on it. This issue has been ongoing for over 3 years. Hulu is also the only television company in the world that seems to not be able to have their shows and commercials at the same volume.
  
  There are thousands of complaints on ****** if you search for "Hulu ad sound" and its filled with the same issues of people having damaging experiences due to the neglect and intentional actions of Hulu and not knowing or deliberately abusing how to work the sound. No person should have to be nervous about their hearing when trying to watch Hulu. It's dangerous and unacceptable and the company continuously plays dumb.
  
  I dont want free anything -- all i want is for them to stop playing dumb and fix the noise issue between shows and ads. This is damaging your Americans and its intentional. Enough is enough.
  
  As you can see from the attachment, they originally said, the technical team is working on it and it will be fixed soon. A little later the rep says, they have no say over the volume and the advertisers control the sound and display. It's all just lies. This needs to be addressed, Hulu is the only one doing this.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/15) */
  Hi *******,
  
  Thank you for taking the time to reach out regarding the ad volume experience. My name is *******, and I am a Resolution 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 regularly make 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
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is an unacceptable and lazy response, in my opinion. The decimal volumes of the commercials on Hulu are extremely louder than any show regardless of action movie, soap opera, live sporting event. This is unique to Hulu and to me and thousands of other paying customers, this is intentional in an effort to make people upgrade to the premium Hulu without commercials. Advertisement volume is not an issue on any other platform or cable provider. This is a scam by Hulu and it's damaging children's ears and the company is operating in bad faith, pretending they don't know what's wrong when there are thousands upon thousands of this same complaint online dating years back. If Hulu really doesn't know how to fix this, this complaint should be escalated to the top so they can replace their engineers. Maybe call *************************** and ask them for help. This is the same response over and over again ..."we're aware of the issue and working on it." This complaint is about 4 weeks old and as I said before other complaints date years back reinforcing this is a fraudulent attempt to push people to upgrade to their premium package at the risk of children and adult hearing. I do not want anything from Hulu other than to stop this malicious activity. If it needs to be escalated to the ** attorney generals office, I'll pursue that route but this should be a simple fix if the company has any ethics or morals at all.
  
  
  Business Response /* (4000, 9, 2022/12/08) */
  Hello *******,
  
  Thank you for your response and for providing me with an opportunity to provide more information. My name is ***** and I am a Resolution Specialist with Hulu responding on behalf of ******* who is out of the office.
  
  We greatly appreciate your feedback and want to be sure to provide you with every opportunity and avenue to share it. Our Hulu Community forum (******************) is a great place to share your feedback and upvote other viewers' ideas and suggestions. This feedback is funneled to the appropriate internal groups depending on the topic and is the best way to document your concerns as a viewer. While I can assure you that our teams are working to provide the best streaming experience possible I can also confirm the volumes are within the appropriate limits for streaming.
  
  Depending on the device you are using, there may be volume stabilizing features in the settings to balance volume across services. For example, for a Firestick this would be located in Settings > Display & Sounds > Audio > Advanced Audio, and you'll find the Fire TV's Volume Leveler and Dialogue Enhancer settings. The former will try to keep volume consistent across all content and apps, while the latter will try to boost speech volume. Other devices may have different settings, but this would be an example.
  
  We greatly appreciate your feedback and encourage you to share your thoughts on Hulu Community or upvote similar ideas and suggestions. I hope you have an excellent rest of your week.
  
  All the best,
  ********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (4200, 11, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do accept the response of "go complain on the Hulu community forum" from the business. If they ever followed their own advice, they will see the thousands of complaints on the Hulu community forum already alerting the company of the same issue. This is not a device issue either it's not a ***************** setting because every other streaming and cable service has completely normal volumes. This issue is unique and seemingly intentional by Hulu. It's alarming that they don't deny this is happening, they just say their volume is within normal range and then blame something else. If it wasn't a known or intentional issue, why do they have all of these excuses ready to go? Why are there thousands of complaints on the web and their own forums? This is a sketchy business practice with known problems that the company refuses to admit. If they actually cared they would call me and walk me through how to lower the commercial volume on Hulu. Even regular Hulu shows have completely normal volume levels, it's that noticeable and proven decibel change from the program to the commercial that is unique to Hulu and I believe is intentional to encourage users to buy the commercial free upgrade. This is not unique to me. Again, a simple ****** search or Hulu Forum search will yield thousands of the same complaint for the same issue dating years back. It's despicable that this company is putting profit over people and safety.
  
  
  Business Response /* (4000, 13, 2022/12/23) */
  Hi *******,
  
  
  Thank you for your response. We hope that our previous suggestion was helpful in some way. Your additional feedback is greatly appreciated as we continue to evolve the service to better align with the interests of our viewers. While I do not have any further information I can share on this topic, we are committed to addressing all of your concerns as best we can.
  
  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

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022 we subscribedto Hulu live plus and for several months it worked very well********************************** Within the last two months the Hulu app very frequently does not open on the****** TV only. I've had numerous conversations with Hulu customer service and they don't have any resolution so we're basically paying for a service monthly that we're really not regularly able to use.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/12) */
  Hello ****,
  
  Thank you for taking the time to reach out to us regarding the trouble you experienced with streaming and using Hulu + Live TV on one of your devices. My name is *****, and I am a Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced. I assure you I am here to assist in getting this resolved for you.
  
  With the provided information, I was able to locate and review your account in full. I certainly appreciate your cooperation with Hulu Support by trying multiple troubleshooting steps to resolve this behavior. I do understand that you may not have had the best experience. Therefore based on your desired resolution, I have issued a refund for $75.99. Please allow your financial institution 3 to 5 business days to process the refund.
  
  After reviewing your streaming experience on our back end, I was able to discern that the behaviors you are reporting on your device are due to fluctuating bandwidth the device is receiving. When network speeds fluctuate, it can cause the behavior that you have described. In some cases, a WiFi extender can be beneficial and can stabilize the connection your device is receiving. Based on my experience, I want to suggest continued device troubleshooting. We also recommend hardwiring your devices via ethernet cable. A list of recommended troubleshooting steps can be found in our Help Center. For your convenience, I have located the relevant article. **********************************************************
  
  I hope that providing an explanation as well as providing a refund for the most recent charge has addressed your concern. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is**************** Thank you for taking the time to reach out and providing the opportunity to us to assist, and I hope you have an excellent rest of your week.
  
  
  Regards,
  ********
  Resolution Specialist Hulu Support

• Initial Complaint

  Date:10/26/2022

  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 canceled my subscription and they continue to email me. The emails do NOT offer the option to UNSUBSCRIBE, only manage preferences which takes on to their login, and then the account information.
  
  I contacted support over Chat and they refused to acknowledge that there is NO UNSUBSCRIBE option or allow me to upload a screen image of both my account page (logged in) and/or the inability to completely delete my account or unsubscribe from ALL emails.
  
  HULU needs to provide the option to DELETE an account, in addition to just unsubscribing from the content distribution, and from ALL EMAILS, not just promotional ones. If I CLOSE the account, I should not receive another email from that company. The fact that they did not offer the option in the footer of the email, speaks volumes for a company trying to workaround CAN SPAM laws and rules.
  
  I spent 30 minutes on CHAT with an attendant that clearly did not have access to the facts, and I was not able to upload my screen captures as proof. I since tried to log back in and they have blocked me, so could not supply the last screen image of my account page. This is bad business practice and NO ONE should have to work this hard to be removed from a list.
  
  AS you can see in the screen capture, the ONLY option is to click on" Preferences" at the bottom, and that link takes you to your account, to login, and manage email preferences to an account you, "Unsubscribed" from. There is NO OPTION to DELETE or completely remove yourself from their list: https://********************?*******************************************************************************************************************
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/11) */
  Hello********
  
  Thank you for taking the time to reach out regarding your wish to opt out of email from Hulu. My name is Megan, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with receiving unwanted emails and ensuring that I am here to address your concerns thoroughly.
  
  I was able to locate your account and can confirm that some emails, such as updates to our Terms, are legally required to be sent to registered users of Hulu, regardless of their current subscription status. I apologize if this is causing any unintended inconvenience and would be glad to point you in the direction of deleting your account, which would remove all your information from our system.
  
  The following article reviews our California Consumer Privacy Act options for interacting with your account, including deleting your account: *************************************
  
  Please view the section under "How can I delete the personal information Hulu has about me?" to review the steps to request the deletion of your account. Please make the request from within your Account page after signing in under the Privacy and Settings section.
  
  Again, we apologize for any unwanted emails and 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,
  Megan M.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/25/2022

  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 canceled my subscription to Hulu in Oct of 2020 and even got a confirmation email saying it would be canceled. TWO YEARS later, I discovered Hulu was still charging me! They totally disregarded the email they sent me and would only refund me $28 - after two years. They said that $28 was all they were able to refund me.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/11/16) */
  Hello********,
  
  Thank you so much for taking the time to reach out to us regarding your experience with Hulu Support and the related billing concern. My name is **********, an Escalation Specialist with Hulu Support. I would like to start by apologizing for any frustration you may have experienced regarding these unexpected charges. Rest assured, I am here to address the matter to the best of my ability.
  
  After locating your Hulu account using the email you used to contact us, I confirmed we have processed the maximum concession that our policy allows along with a cancelation. These refunds have been processed and should be going back to the card that was charged. For any additional charges you may be concerned with, I encourage you to reach out to your financial institution to see if these charges can be disputed, which is at the sole discretion of the bank. If the financial institution decides that the dispute is valid, Hulu will happily comply with any chargebacks issued by said bank.
  
  While I am sorry we could not fulfill your desired resolution, I appreciate you allowing me to clarify, and hope the information and refunds provided have proven helpful. Your feedback is appreciated as we continue to evolve the service to better align with the interests of our viewers. If you have any further concerns, you can always reach out by phone at ************ or chat by logging into your account at any time. Thank you again for making us aware of this matter, and I hope you have a wonderful holiday season.
  
  Warm regards,
  Thank you,
  
  **********
  Escalation Specialist, Hulu Support

• Initial Complaint

  Date:10/24/2022

  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.

  Unable to stream anything on Hulu for months. Getting an error code every time. Spent over an hour on the phone with customer service a few months ago going through all their troubleshooting steps but the issue remains. I have been paying for a service I can't use. When I called again I was told I had to go through all the troubleshooting steps again. It is not my network or internet connection! I have multiple other streaming services including ***************** that all work perfectly
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Hello *******,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the error code observed during streaming. 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 reviewing your interactions with Hulu Support and your account, I confirmed that we have exhausted all available troubleshooting steps available that may resolve the issue, and will need to be investigated further on our end. There are many moving parts to streaming, and we must do our due diligence to address unwanted errors. I understand the impact this has had on your viewing experience and have applied an additional one-month credit to your service for the inconvenience this has caused. With this credit applied, your new due date is pushed forward to 01/01/2023. Although I understand that you would rather have the issue fixed, I hope that the additional concession provides some relief to the situation in the meantime.
  
  I hope this response 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.
  
  
  Best regards,
  
  **********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/23/2022

  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 subscribe to a Hulu "no ads" plan for about $6/month. However, there are nearly always ads on all viewing options (recorded, live, streaming) and no discernible way to know if a show will have ads or not. This is an ongoing issue that is also inconsistent. My sister has different ad free shows on her account than I do, and the ads come and go.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Hello *******!
  
  Thank you for taking the time to reach out regarding seeing advertisements with your No Ads 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 seeing commercials and ensuring that I am here to address your concerns thoroughly.
  
  I located your account and most recent contact with support. While the support agent did their best in attempting to explain ads with the******** library, I want to make sure to provide you with additional clarification. While it is true that "**************" is a show excluded from the No Ads umbrella, your******** access provides many additional series on demand, some of which have currently airing seasons. Most currently airing seasons and past seasons of popular shows will be network-owned and controlled, and may include advertisements at our network partner's discretion. Here is an excerpt from a Hulu Help article about network on-demand content that may help to explain further:
  
  **************************************************
  Network on-demand
  "Hulu (No Ads) subscribers can stream everything in the Hulu streaming library without ad breaks (excluding the shows outlined above (i.e. "**************"). If you're a Hulu (No Ads) +******** subscriber, however, your subscription includes lots of extra on-demand shows and movies that are provided by our network partners that may have ads -- this content is not part of our library.
  There isn't a way to identify which episodes or movies will have ads while you're 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."
  
  Thank you for taking the time to make us aware of your 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
  
  
  Consumer Response /* (3000, 7, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi****** and Hulu,
  
  I understand everything you're saying, however that does not mean that the term "no ads" is not INCREDIBLY MISLEADING TO THE CONSUMER, and THAT is the concern and issue here. Simply calling it "less ads" would be much more accurate.
  
  Calling this plan "no ads" is a lie. Flat out a lie. The word no, as defined by Websters Dictionary:
  adj, to mean "not any" or "hardly any, very few" even with the MOST generous understanding of the latter, "very few" is still not the case here. I experience SOME sort of ad on at least 90% of the programming I consume via the hulu app. I switched away from the "no ads" plan and I experienced MORE ads, for sure, but that does not mean that "no ads" is not in fact "less ads"
  
  I will not stop fighting for Hulu to update this plan name, because it is a complete lie to the consumer, and what's worse? Hulu just raised the price for this "no ads" plan. Unbelievable.
  
  Please advise,
  *******
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  Hello *******!
  
  Thank you for your response and for providing me with an additional opportunity to address your concerns. I want to make sure that your valuable feedback is received in its entirety.
  
  Since Hulu (No Ads) is a separate plan on its own, without Live, there would be no current plans that I am aware of to change the name of this plan. Adding the Live library of partner content does not discontinue the No Ads feature for the Hulu library which will continue to remove ads from Hulu-owned content. This is publicly addressed 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. Suggestions such as updates to the plan names and feedback about ads are definitely welcome and appreciated. You are also able to submit ideas for new features or improvements and all feedback is directed to 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. I sincerely hope that you provide this feedback directly at the Community website provided and continue to provide us with your feedback so we can continue to improve our products and services. 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

• Initial Complaint

  Date:10/22/2022

  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.

  March 2020, request submitted to cancel Hulu account, did not cancel per agent the charges began immediately the following month.
  I did not receive confirmation of the cancellation in March nor when I resubmitted for the third time today. The previous attempt had been in Dec 2021.
  I spoke to an agent by the name of ****** and she informed me that the account was in-fact paused. The account is set up when customers select Cancel the pause option does appear, customers have to scroll down to the bottom to cancel which is what I did to cancel the account. To date I not received email, text or phone confirmation about the request(s).
  
  I have looked into customer complaints and it is Hulu's practice to cancel the services, but not stop the automatic billing. This information is attached in the document. It seems I am not the only one having to fight Hulu to stop the billing. Per ****** my account # is x4575, my email address also is used to verify me.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Hello*******,
  
  Thank you so much for reaching out to us about these unexpected charges. My name is Adriana, a Resolution Specialist with Hulu Support. I want to apologize for any frustrations you may have experienced due to these charges and the support you received when you reached out to Hulu Support. Rest assured, I am here to work with you to see this issue to resolution.
  
  During my review of your last interaction with Hulu, I see that you requested a refund for you the months that were paid after the pause on your account ended on April 3, 2022. However, due to the agent not being able to provide a full refund, the refund was then denied as you wished to dispute this via BBB. 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 going forward.
  
  I would like to clarify a little more about our refund capability and address this request today. While we are unable to refund the full amount for the 7 months you were charged after the pause ended, I was able to issue the maximum amount that we can refund which would be 4 months at $30.20. This amount will be issued back to the card on file within three to five business days depending on your financial institution. Because this is the maximum amount that we can refund, for any further charges we suggest reaching out to your financial institution to see if they are able to issue any additional refunds, often through the process of disputing. To set the correct expectations, any remaining options for the other transactions through your bank are solely at their discretion.
  
  While we would hate to lose you as a valued customer, to manage your Hulu subscription, please visit your account page on ***************t to cancel at any time if so desired. For your convenience, I have included some relevant Help Site articles below:
  
  https://help.hulu.com/en-us/cancel-hulu-subscription
  https://help.hulu.com/en-us/manage-subscription
  
  Thank you so much for allowing me the opportunity to investigate these charges with you. I hope you find this resolution agreeable, and I appreciate the opportunity to provide you with assistance. You can always reach out by phone at ************ or chat by logging into your account at any time. I hope you have an excellent rest of your week.
  
  Thank you,
  
  Adriana C.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/22/2022

  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.

  10/18/2022 subscribed to Hulu and was charged $80.98 plus $5 for the Hispanic channels. The main reason we subscribed was to have access to a variety of channels in Spanish *******************, so we could watch ***********************. To our surprise even if we spoke to customer service and they assured we would have ********* and other channels, we realized there is only ********* among other 4 channels, but no *********. We tested Hulu to see if regardless we didn't have the channels we wanted, we could make it work out for us specially for the**********. Today, 10/21/2022 we canceled subscription and requested a refund and they denied because "we watched Hulu already". By the way they made us wait for 1 hour and 42 minutes. Information was not clear since the beginning and we feel we have been misled. We want our full refund to the card it was charge.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Hello ****,
  
  My name is ****, and I am a Resolution Specialist at Hulu. Thank you for taking the time to reach out to us regarding the charges to your Hulu account. I sincerely apologize for any frustration experienced.
  
  We appreciate your time and are committed to addressing your concern. With the information that was provided, I was able to review your account in full. Upon looking through the subscription history, it appears that the refund was initially denied due to the amount of usage. Generally, the request to cancel should have given access to the account until the end of your billing cycle. However, it was fully canceled, so it immediately removed access.
  
  That said, this is not the experience we want you to have when trying out our service, especially if you did not find any content you desire to watch. Following our refund policy, I refunded both charges from 10/18/2022 for a total of $87.66, which should credit back to the card that was charged in 3-5 business days, depending on your financial institution.
  
  I hope that providing an explanation and a full refund has addressed your concern. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is *************** Thank you for taking the time to reach out and providing the opportunity to us to assist, and I hope you have an excellent rest of your week.
  
  Regards,
  *******
  Resolution Specialist Hulu Support
  
  
  Consumer Response /* (2000, 7, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for refunding us, it was the right thing to do.