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:10/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have, and have been paying for, the regular ad-free Hulu plan since we've had it. On their website, the price is listed as $14.99. Over the past year, we have been getting billed an average of over $20 monthly, and we were recently billed up to $50. When we called, the operator on the phone told us that this was simply the price of our plan. There is no price of a $50 plan listed on the website.
  Over the course of this year, we have been billed over $300 total. I'm uploading both my PayPal statements and written ones I compiled to keep things organized. We cancelled our Hulu plan, and they refunded us the $50 charge, but they still told us that this was supposed to be what we were paying. I do not want to be over $300 in the hole because of fraudulent company charges. All I'd like is a refund. Thank you.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 8, 2022/11/10) */
  Hello**********
  
  Thank you for taking the time to reach out to us regarding the unexpected charges to your Hulu account. My name is******, and I am a Resolution Specialist at Hulu. I sincerely apologize for any frustration experienced.
  
  We appreciate you bringing this matter to our attention and understand how concerning it is to discover charges we may have been unaware of. For context, the increased subscription price was due to adding a few add-ons we offer. Someone with account access added Starz, HBO Max, and ESPN+. Additionally, I can confirm that said add-ons have been utilized throughout the subscription. To inform our viewers, Hulu sends email notifications for all changes to subscriptions, and I can confirm that emails were sent to the email address associated with the Hulu subscription.
  
  Furthermore, while the one charge of $51.90 was refunded as a courtesy, Hulu would be unable to refund further in accordance with our fraud policies. Since this charge has been identified as unauthorized, we recommend you contact your bank to dispute the charges in question. As part of this process, they may be able to request refunds against those charges in the form of chargebacks. Hulu complies in full with refunds requested securely from banks.
  
  I hope that in providing this additional information we have addressed your additional concerns. We would be glad to assist with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is**************** Thank you for taking the time to reach out to us and providing the opportunity for us to assist. I hope you have an excellent rest of your week.
  
  Regards,
  
  Shawn D.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/20/2022

  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 received an email on September 7, 2022 stating my annual plan would auto-renew for $69.99. Hulu overcharged me for the auto-renew ($79.99). I spent considerable time via chat and phone with Hulu customer service only to be told they did not have to honor the auto-renew notification price because they can change their pricing at any time. I have requested a refund of the overcharged $10.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/11/09) */
  Hello *******,
  
  Thank you for taking the time to reach out to us regarding the charge you received from Hulu. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced due to the recent price increase and assure you that I am here to address all of your concerns.
  
  After reviewing the information you provided, I was able to locate the account in question. I can confirm that starting on September 6th, we began notifying our viewers via email of the price changes coming to the Hulu annual plan. In this email, we announced to our viewers that beginning on October 10th, our price for the Hulu Annual plan would be increasing from $69.99 to $79.99. I apologize if the email you received contradicted this information.
  
  I empathize with wanting to recover funds after feeling you have been overcharged. Unfortunately, at this time, we would be unable to refund the account for the difference in the price increase. As always, your feedback regarding this matter is greatly appreciated. Due to the inconvenience this has caused you, I have applied a one-month credit to your account. With this credit, your next due date is 11/10/2022. Please note that plan changes may impact this due date and can always be confirmed by accessing your account page on ********. While I understand you wish to receive a refund, I hope the credit has helped ease the burden this has caused.
  
  I appreciate your taking the time to make us aware of your concerns and for the opportunity to elaborate further. If you have any additional questions or concerns, we would be happy to assist at any time. You can reach us by phone at **************** or via our chat support channels. We are available 24/7 and look forward to working with you.
  
  Warm Regards,
  
  **********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 10, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company contends they provided advance notice via email starting on September 6th of the increased pricing for their plans, but no email was ever sent to me (or provided as support with their response). I receive DAILY emails from Hulu and was never made aware of any price increases, nor was I made aware that the email sent on September 7 indicating I would be charged $69.99 was in error. I was provided no notice nor opportunity to make an educated decision on whether I planned to pay more than $69.99 for the plan. Hulu was only authorized to charge $69.99, and any additional monies ($10) must be refunded. Their response is unacceptable and does not resolve the complaint nor legally unauthorized charges.

• Initial Complaint

  Date:10/19/2022

  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.

  *** Complaint Case# ******* (Ref#***************************)
  There were no notes on my account for the 2 months free billing credit from******.
  Hulu cut my Streaming service off again, and attempted to collect payment.
  I was on the phone with a representative for more than an hour and missed the lakers opening night game. Hulu made me upload proof of******'s email from**** regarding the credit. I uploaded the proof on help.Hulu.com and they never received it. I them had to email Hulu the proof on email ****************************** This was a big inconvenience again for me.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Hello, *******
  
  Thank you for taking the time to reach out regarding your previous complaint and resolution. 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 delay in credit and ensuring that I am here to address your concerns thoroughly.
  
  I was able to locate your previous complaint and account under your Gmail email address. I sincerely apologize for the inconvenience, and I understand you were expecting these next months to be credited, yet instead, your account went into a Hold status. I am glad that our notes allowed us to provide the credit that you were promised in the previous ********************** Complaint ******* and again apologize for the disruption in your service. I was able to add on another 2 weeks, or 14 days, of service for this oversight, and hope that this helps to resolve your concerns. The credited time is a value of $36.26 of your current plan, and your next bill due date has moved forward to January 2nd, 2023.
  
  Thank you for taking the time to make us aware of this issue and providing us with the opportunity to make it right. 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 and happy holidays!
  
  All the best,
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/19/2022

  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.

  For the last three days, I have not been able to view my Live stream on Hulu due to the lack of service from provider. Initially, when I contacted HULUU to complain no one was available. I contacted them yesterday and was on hold for 20 mins after the individual had no idea how to fix the issue. I contacted them today and spoke with another customer service rep whom informed me that I am unable to access my services because I switched to another internet provider with a different IP address. I stated that it didn't make sense. I was the connected to a supervisor and she informed me that due to me not utilizing a wired internet provider I can no longer live stream channels however I have paid for services this month that I cannot utilize. This stipulation is also not listed in their contract nor on their page. The supervisor stated, Oh well, we can cancel your subscription instead of fixing the issue. She stated that due to me not utilizing a wired cable provider and using towers for internet which I don't have a hotspot. I have modem and router but they didn't know how to accommodate me so they just dismissed my complaint. I want my money back.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/03) */
  Hi ********
  
  Thank you for taking the time to reach out to us about your Hulu viewing experience. My name is Horace 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.
  
  While I can confirm that our Live service remains incompatible to internet services that utilize mobile towers for location identity, I do apologize on behalf of how this may have been conveyed to you in your previous customer support interaction. After reviewing your account however, I can confirm that your current connection that you have been utilizing since the date of your last contact should be sufficient enough to provide Live service as you have been able to experience yourself.
  
  If you would like, I can absolutely provide you with three days of service credit added to your account as a one-time courtesy. Please provide a confirmation of acceptance and I will happily process that to your account.
  
  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,
  
  Horace H.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/17/2022

  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 refuses to remove sensitive information off my account. I want my credit card off their stuff and i cant even delete my account. They are holding my card hostage and i dont like that. That is ****** and I dont want anyone to hold my credit card hostage. REMOVE MY CARD OR LET ME DELETE MY ACCOUNT
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hi ******,
  
  Thank you for taking the time to reach out to us regarding the deletion of personal information. My name is *****, and I am a Resolution Specialist with Hulu. I want to apologize for any frustration caused and thank you for the opportunity to assist.
  
  I empathize with wanting to remove personal information from your Hulu account. However, I want to confirm that you have the right to request that Hulu delete the personal information we collect or maintain about you and your account, subject to certain legal exceptions. Since you are a current Hulu subscriber, you must cancel your subscription before requesting that Hulu delete the personal information associated with your account. If you are billed through a third party************************* then you may be required to cancel your Hulu subscription via that third party before Hulu can process your deletion request. We have a Help Center article that is a great resource. For your convenience, I have located the relevant article **************************************. Furthermore, below I will outline the steps you can take to delete your Hulu account.
  
  To make this request:
  
  1. Go to your Account settings on Hulu.com
  2. Click on Your California Privacy Rights under Privacy and Settings
  3. Then, click on Start Deletion in the section titled Right to Delete and follow the instructions
  
  To complete your request, you must verify via email that you are the account holder (or an authorized representative). Once your deletion is processed, you will lose all account settings and preferences and will be unable to log in to your account. This action can not be undone.
  
  I hope that confirming the resolution path 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
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Did as they say, canceled my sub and customer service still wouldn't delete my account. Infact they refused and tried no nothing responses. Delete my account!! I did as you said Hulu!!!! Stop holding my personal info as hostage.
  
  
  Business Response /* (4000, 9, 2022/11/16) */
  Hello ******,
  
  Thank you for your response and follow-up to our email correspondence. First, I am here to address your concerns fully.
  
  I would like to give you some more information on how cancellations work regarding Hulu subscriptions. When you cancel your subscription, it goes into a pending cancellation. This allows continued access to the service that you have already paid for. The account then fully cancels out at the end of your current billing cycle. After looking over your subscription history, I can confirm that your subscription will cancel on 11/20/2022, which is the end of your current billing cycle. Since you are a current Hulu subscriber, you must wait for your subscription to cancel before requesting that Hulu delete the personal information associated with your account. If you would like to have the account canceled immediately, you can contact customer support to make this request. Once your account is canceled, you will be able to request to have the entirety of the account deleted. Once canceled, you can follow the steps outlined below.
  
  To make this request:
  1. Go to your Account settings on Hulu.com
  2. Click on Your California Privacy Rights under Privacy and Settings
  3. Then, click on Start Deletion in the section titled Right to Delete and follow the instructions
  
  To complete your request, you'll need to verify via email that you are the account holder (or an authorized representative). Once your deletion is processed, you will lose all account settings and preferences and will be unable to log in to your account. This action can not be undone.
  
  I hope that providing this additional information has addressed your concerns. We would be glad to help you with any other issues, questions, or concerns via our phone or chat support channels if you have any. The contact number for support is *************** Thank you for taking the time to reach out to us and providing us the opportunity to assist. I hope you have an excellent rest of your week.
  
  Regards,
  
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/17/2022

  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 had Hulu************** since February 2022. Everything was fine until the last update in late September 2022. that is when everything went to dirt. I paid for DVR which allowed me to tape shows and delete them after I viewed them. Thanks to the last update I am unable to delete individual episodes. I was told on September 28 that it was a glitch that Hulu was working on. It has been almost a month and it has not been fixed.
  On 09/30/2022 With HULU's assistance, I updated my email address. Hulu told me I would have to reach out to******* to update my email address. Which I did on 10/15/22. ******* rep ******* changed the email address by entering an incorrect email on both platforms by. ******* did not tell me she was changing both platforms. Now I cannot access HULU because of the incorrect email, that doesn't actually exist (she added an extra word). HULU has stated that they cannot correct the address due to a glitch and they have no idea when they will be able to. I cannot access anything now due to the incorrect email address. I am being charged for services that I cannot access. 3 phone calls and no one can fix the problem, nor do they know when they will be able to. I want my account fixed or a refund.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Hello, ******!
  
  Thank you for taking the time to reach out regarding your experience with support and login concerns. 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 updating your email and ensuring that I am here to address your concerns thoroughly.
  
  I sincerely apologize for any inconvenience due to the support provided and want to do everything in my power to make this right. Please confirm in your reply which email address should be used for both Hulu *********** platforms, as logins are now unified between these applications. While we are experiencing some unexpected behaviors related to updating emails on Hulu, I will do my best to get this updated should that be needed. I want to note that I have submitted feedback where appropriate for your contacts to support where you were not provided with exceptional service. We greatly value your experience and feedback and hope we can do better next time.
  
  Regarding the ability to delete DVR recordings with Hulu, I can confirm that this is impacted currently due to ongoing unexpected behaviors. While this is not impacting all recordings or content, I can confirm that you may not be able to delete or create recordings for some content. We are working diligently to resolve these behaviors and I would be more than happy to offer you a month of credited service (a value of $93.97 for your current plan) for any inconvenience experienced with support, being unable to log in due to the email change, or concerns with the DVR recording and deletion abilities. We appreciate your patience and understanding as we continue to work to bring you the best experience and support.
  
  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 your response with your desired email that should be in use and assisting with resolving your concerns.
  
  All the best,
  ********
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 7, 2022/11/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was unable to log in for 2-3 days. I called and spoke to a hulu rep who was able to sign in for me to watch on TV. Then after 3-4 more calls I finally spoke to a rep who was able and willing to work with ****** to correct the email problem.
  As of today, the delete button is STILL MISSING from the TV for all recorded shows. I have to login on a separate device in order to delete some shows. Even then I still cannot delete some shows no matter how many times I try. Please see the attached photos. This was not a problem until the 09.28.22 update. I have been told that this problem would be corrected since 10.01.22. Please provide a REAL CORRECTION DATE.
  
  
  Business Response /* (4000, 9, 2022/11/26) */
  Hello ******,
  
  Thank you for your response and for providing me with that additional information. I want to ensure that I provide you with the most accurate information.
  
  I am glad to hear that your email concern was resolved, but apologize for the time taken to complete your request. I will make sure that this is added to the feedback that has been submitted about the interactions you had with support.
  
  While I am unable to provide a time to resolution for the DVR concerns, I can assure you that our teams are working diligently to get these resolved. Due to the unresolvable behaviors impacting the DVR at this time, I was able to provide you with 1 month of credit (a value of $93.97 for your current plan) and your next bill due date will be on January 1st, 2023. I apologize for not having a better resolution for you at this time but can suggest completing all updates as they are received both for your device and for the Hulu app.
  
  In the meantime, please let me know if there is any content that you would like for us to delete from your account and I will proceed with doing so. If you would rather leave your viewing history private, that can be left alone, as well. I want to ensure that I extend the offer and also advise that support would be able to delete upon your request and after verifying your account information.
  
  Thank you for your patience and understanding while we are improving the service. I hope the credit provided helps to show our interest in taking your feedback and commitment to making things better. 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.
  
  Sincerely,
  ********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/16/2022

  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.

  If you have AT&T internet, and you have HULU Live, you're actewed.
  Per the customer service woman, AT&T changes their IP Address constantly.
  So you have to call Hulu Customer service to unlock your Hulu Live almost every day.
  This sucks if you're paying $82 for Hulu Live.
  The customer service woman was very unprofessional and didn't know damn near none of my questions. I asked her if I have a VPN that shows my location, then why can't they use my location. She didn't know, so she said "that's the way it is". She tried to get me connected twice with no success. I had to give her the IP Address from*************m (a real IP detection service).
  My problem is, if you have my location, why do you need my IP address. And per our conversation, having AT&T internet service is a burden for Hulu, because they want to PINPOINT where you're at. That's some no right.
  This woman hung up on me. I recorded the call, and will report this to the BBB.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 8, 2022/11/02) */
  Hello ******,
  
  Thank you for taking the time to reach out regarding your experience with us as well as your concerns with the Live TV requirements. 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.
  
  After reviewing the interactions you had with us, I want to share that I have sent feedback to the representative's direct manager for coaching. We take the delivery of excellent customer service very seriously here, and what you experienced is the stark opposite of what we strive to provide on every interaction. We appreciate your feedback as it enables us to continue to improve on every interaction.
  
  I want to provide some additional information regarding our Live TV requirements as well as clarify why this is needed for our service. We require the IP address of a viewer's current internet connection to provide accurate channels local to the area of the IP address given. This system is not compatible with a VPN active, and as a result, we are unable to support connections where a VPN is detected. I sincerely apologize if this has caused any frustration and we will be sure to keep your input in mind as we move forward.
  
  As for the refund that was requested, I apologize that we are unable to process the refund due to the usage found on the account. However, the account will remain active until the end of the billing cycle on November 12th, 2022, and you are free to stream until that point.
  
  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,
  Robert G.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/16/2022

  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.

  The my are advertising no ads but there are ads. There is no way to file a complaint with the company directly.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Hello *******,
  
  Thank you for reaching out to us regarding the ads you are seeing on your Hulu (No Ads) plan. My name is Brandon, 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 assure you that I am here to address all of your concerns.
  
  I would like to take this opportunity to provide you with the Hulu support contact number
  *************** I apologize for any inconvenience experienced in reaching out to our support teams to provide feedback. In addition to reaching out to our support teams, viewers can submit feedback and suggestions via our communities page. For your convenience, I have provided a link to this site below.
  
  ***************************
  
  Hulu with Live TV provides three types of content to stream: Hulu's on-demand library, Network on-demand content, and Live TV/DVR recordings. Included in our Live service is a plethora of on-demand content provided directly by the networks that own them. As such, this content may also contain commercials at the discretion of our network providers. These on-demand movies and shows are only available via the Live TV subscription and seamlessly combine with the other on-demand content offered by the Hulu (No Ads) plan. The Hulu (No Ads) add-on would only apply to Hulu's on-demand library and does not include content added through Live TV. For transparency, the only show that is subject to ads is Grey's Anatomy, which we do make known on our Help Center:
  
  https://help.hulu.com/s/article/no-ads-exceptions
  
  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 appreciate your taking the time to make us aware of your concerns and for the opportunity to elaborate further. If you have any additional questions or concerns, we would be happy to assist at any time. You can reach us by phone at **************** or via our chat support channels. We are available 24/7 and look forward to working with you.
  
  Warm Regards,
  
  Brandon N.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/15/2022

  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 a Disney+ Bundle through my VERIZON phone service since Oct. 2021 and I received HULU though this service (as well as Disney and ESPN+) Unbeknownst to me, HULU has been charging me 12.99 a month for the last year for a "No-Ads" service that I didn't sign up for. The no ads plan is 14.99 by itself and the Verizon "credit" says 8.99, so 12.99 doesn't even make sense if I DID sign up for it. I spent 3 hours on hold tonight because "high call volumes" talking to *******" and she said she was trying to get a manager for 2 hrs.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Hi ******,
  
  
  Thank you for reaching out about the Disney+ bundle offered through Verizon and the related billing concerns. My name is William, 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 information provided, I located your account and reviewed the interactions with customer support in full. Our records show the Hulu subscription was already active with the Hulu (No Ads) plan before any changes occurred to the Disney+ bundle. The subscription was successfully updated and linked with your Disney+ bundle through Verizon with the aid of our agent and should bill as intended going forward. I confirmed a refund was issued totaling $47 through Disney+ support relating to the discount concern. Refunds typically arrive within three to five business days, and this refund will have no impact on your Hulu subscription itself. You may review the details of your Hulu subscription at any time by going to ******************** on a supported browser.
  
  I hope this information is 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 hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  William C.
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my HULU account during my current billing cycle. I have a confirmation email stating it would be cancelled at the end of the billing cycle. They cancelled my account prior to the end of my billing cycle. I've tried calling customer service and am on hold for long periods of time without nobody answering the phone. I would like a refund, as I did not receive my full month of service that was paid.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/11/01) */
  Hi ******
  
  My name is ****, and I am a Resolution Specialist at Hulu. Thank you for taking the time to reach out to us regarding your Hulu free trial. 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 appreciate the details you have provided, as they have allowed me to locate and thoroughly review your account. I can confirm a request to cancel the subscription was initiated from the Hulu website on 10/12/2022 and was still accessible until 10/24/2022, which was the end of your billing cycle. I apologize if you were having trouble logging in or using the account when you had access. We have a great Help Center article should you encounter any additional log in issues. For your convenience I have located the relevant article**********************************************
  
  As a one-time courtesy following our refund policy, I refunded the recent charge on 9/25/2022 for $5.99, which should credit back to the card that was charged in 3-5 business days, depending on your financial institution.
  
  I hope that processing the refund has provided a resolution to your liking. 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 (888) 265-6650. Thank you again 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, 11, 2022/11/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Account was refunded