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:10/06/2022

  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 had been a customer of Hulu streaming service since 2020. My monthly subscription was for the Bundle package that included ************************* no ads for a special I signed on awhile back. My normal rate starting in 2022, was $13.96 a month. On 10/6/22, I discovered two separate charges of $2.90 and $3.87 charged on 9/28/22, On 10/6/22, a charge of $9.87. When talking to a rep after a long wait I was told that I added *********** bundle no ads on 9/28/22, and added *******. keep in mind I already had the bundle package no ads since 2020, and did not add *******. They gave me the run around and told me I never had the bundle when it clearly was on my account since 2020 as seen on the app. This all comes at a time of their teir price changes which leads me to believe they changed my tier to their new pricing causing the multiple charges (3 charges in September) the rep did not want to hear the fact that I had proof and evidence of what I subscribed to since 2020 the rep wouldn't even confirm what I was staring at on their app proving I already had the bundle since 2020. They refunded the $9.87 for the ******* after realizing I was right, but still refused the $2.90 and $3.87, Now why would they only refund partial? The rep basically just did not understand and care to hear the reasoning and FACTS on my end. She wouldn't even cancel my subscription after this Fiasco saying I have to do it myself. Not to mention I had to give them all of my personal information in order for her to look up my account. Shady business practices changing customers subscription plan with multiple charges in one month then blaming you accusing you of changing the plan. They couldn't provide proof of any confirmation on their end that I changed subscription plans but want me to provide proof that I didn't. I requested a refund of all the unapproved charges and they refused. I know it's just a few dollars but this is illegal. I will be disputing with credit card company as well.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hello ****,
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related billing concerns. My name is********, and I am a Resolution Specialist with Hulu Support. I want to 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 the information you provided, I was able to locate the account in question. I also determined that on September 28th, *******+ was added to the account as a standalone add-on for the amount of $2.90. Additionally, the following day your subscription was altered further to include *****+ for an additional $3.87. If you see that you had an active account with ******* before September 28th, it is possible that ******* directly billed you for this account.
  
  I empathize with wanting to recover the entirety of the funds you were charged. I am glad to report that during your interaction with Hulu Support, we successfully processed a refund of $9.87 for the ******* add-on. In addition, I was able to refund the additional $6.77 for the unauthorized charges, which you should see within three to five business days.
  
  I appreciate your taking the time to make us aware of your concerns. We would be happy to assist with any additional questions or concerns via our phone or chat support channels if any arise. Our contact number for support is *************** I hope you have an excellent rest of your week.
  
  Warm Regards,
  **********
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/06/2022

  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 terminated/cancelled my Hulu subscription in 11/06/21 (***** acct)due non usage within my household. I received a notification 10/6/2022 that my account needed a payment method to ensure a collection would be made for this months payment. I have not used this account since this time frame. Needless to say my account has been charged through 9/2022.The system has been taking payments out of my credit card since this time. I rarely check my statements. When my email notified me that it couldn't process the payment it made no sense until I checked an account which should have been closed out last year! I have been on the phone with Customer service for well over an 1.5 hours now (counting)getting the run around. The customer service representative informed me that they would only refunded me for four months! I made him aware that I have another account I created as of May 2022(**********) which I have made payments on consistently. Why would I need two accounts when I terminated my obligation to the first account back in 2021? This makes no sense I've been paying $14.06 for an over the course of 9 MONTHS that should be closed! The rep had the audacity to ask me if I knew how to close the account out to add insult to my pockets hurting! This is the worst experience I've ever dealt with in my life! Why would I purposely keep TWO accounts open? It's so much easier to take than receive! Never had any issues from the other competitors. I tried to screenshot my proof in the HULU system he deleted the file so I cant see the transactions processed. I still have my credit card statements ( which will not let me screenshot in the system for security purposes) nice try ****
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Hi ********
  
  My name is ****, and I am Resolution Specialist with Hulu Support. Thank you for taking the time to reach out to us about the unexpected Hulu charges you received. I sincerely apologize for any frustration you have experienced.
  
  Through my research, I was able to locate the account you were charged for and the interactions you had with support. To help clarify, the ***** account was requested to be canceled back in July 2021 by Hulu support and refunded $69.27 for a Live TV plan. I can confirm the ***** account was, in fact, never canceled. Keep in mind Hulu also sends email notifications for all account changes made for our viewer's records. The Yahoo account was then resubscribed in May 2022 for the No Ads plan.
  
  Without viewer communication to Hulu advising of the undesired account activity, we cannot discern what changes our viewers do or do not intend. Nevertheless, Hulu is happy to help take action on account matters that our viewers let us know are not intended. Your feedback is greatly appreciated, and I will ensure that your experience is passed along to the appropriate teams.
  
  I do see the recent interactions you had with support. I am glad that you contacted us back, and the agent was able to provide four months of refunds totaling $56.24, which dates back to June. As it stands, we have exhausted the extent of the refunds we can provide you. We appreciate you bringing this matter to our attention and understand how concerning it is to discover charges we may have been unaware of. At Hulu, we do our best to provide our viewers with the tools to take an active role in their billing, such as labeling all charges from Hulu that appear on bank statements.
  
  I hope this information is helpful, and I appreciate the opportunity to assist. You can reach our Viewer Experience Advocates by phone at*************, or chat by logging into your account. We are happy to assist with any additional questions or concerns.
  
  Regards,
  *******
  Resolution Specialist Hulu Support,

• Initial Complaint

  Date:10/05/2022

  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.

  Impossible to actually contact support when needed. Their site literally does not offer any email or phone# contact options under the CONTACT section and only shows a message saying they are too busy to help you!!! Unacceptable.

  Business Response

  Date: 10/18/2022

  Hello ****!
  
  Thank you for taking the time to reach out regarding Hulu support availability. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with being unable to chat support and ensuring that I am here to address your concerns thoroughly.
  
  I sincerely apologize for any difficulty reaching our chat support teams earlier this month. While it is no excuse, we have been experiencing higher-than-expected call and chat volume recently, which sometimes results in a need to deactivate the chat channel so as not to overburden our systems. Doing so allows us to continue to provide phone support via scheduled callbacks to alleviate waiting on hold. I want 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 am eager to assist with any Hulu concerns you may still have through your complaint here. We greatly appreciate your feedback and letting us know about your experience so we may continue to improve our procedures and workflows. Disabling contact channels is never an easy decision to make and is done as a last resort to prevent system failures in supporting the large volume. We appreciate your patience and understanding as we work to connect with all of our valuable viewers and encourage you to try to reach out via phone if chat support is ever unavailable.
  
  Thank you for taking the time to make us aware of this issue 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
  

  Customer Answer

  Date: 10/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This explanation is awful and unacceptable, and does not even fully address my complaint. Nowhere do you address the fact that the CONTACT US section of your own site doesn't even list a contact phone number. It's inexcusable. When I went to contact there is no mention of the chat being turned off as you say in response, it's just a dead useless page with no way to actually contact Hulu. My complaint is not resolved until your contact us page has a listed way to always contact you. No excuses. If you take clients money you have an obligation to meet you responsibility as a service provider. This reply just proves to me that Hulu takes no responsibility for this and will continue to evade customer concerns when possible. If you are having a higher than usual amount of calls, that would lend to the idea you are managing the service poorly in general as I never need to contact a streaming platform unless I have problems with it. Not your customers places to absorb the fallout and inconvenience of your own mismanagement. Not resolved until your contact page is an actual and professional contact page that allows customers to you know, contact you. I should not have to file a BBB complaint and wait 2 weeks for you to reply with a phone number, absolutely stupid.

  Business Response

  Date: 11/04/2022

  Hello ****!
  
  Thank you for your reply and for providing that additional clarity and feedback. I want to be sure that I am clear in my response and as transparent as possible.
  
  I want to be sure that I am clear that our Hulu phone number is always available 24/7/365. Rarely, our increased call volume and wait times allow for offering scheduled callbacks when you call our support center. Callbacks are performed in the order calls are received which eliminates the need to wait on hold for an extended period. However, our phone number is always available to contact.
  
  Our Contact Us page (********************************************************) provides you with the available support options upon choosing your topic of concern from the following list: ******************** "Fix a problem," *************ons," "Using Hulu," and "TV, ******************* Once selected, you may then select a sub-category to interact with the support options available. For example, choosing ******************* will reveal several sub-category options. Choosing "Unexpected Charges" from the available list will then show recommended steps to take and relevant help articles, the ability to chat with or call support teams or Ask the Hulu Community. Our phone number is also available by Googling "Hulu phone."
  
  Thank you again for your reply and for providing me with the opportunity to further assist in this matter. 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 holidays.
  
  All the best,
  **************
  Resolution Specialist, Hulu Support
  

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is again not even addressing the material issue of my complaint and in fact highlighting it instead. While the ***** number may be active 24/7/365, the site HIDES this number when they are busy. When I went to the CONTACT SECTION, no matter what steps I followed it would only redirect my to FAQ and would not provide me any visible way to actually contact support. Further, if you have time to take my payments, then you have time to take my call/email/etc. Pathetic excuse and unreal companies today actually believe that it's a valid response to tell clients they will have to absorb the fallout of their own failed management and planning. If you didn't have such terrible service, and a god awful web site that offers not actual support, perhaps you wouldn't have such a high volume of client outreach. FURTHER, there should always be a simple CONTACT option that DOES NOT require me to go through different topics and menus to be "directed" to the right place. The issue I had was NOT an option included, so this entire method is a broken and worthless system that should be changed at once. Again, my desired outcome is Hulu pinning an easy to find actual way to CONTACT support when needed, not at their own leisure or discretion as they keep trying to pitch in these pathetic replies.

  Business Response

  Date: 12/13/2022

  Hello ****,
  
  Thank you for your reply and for the opportunity to take your feedback about our Contact Us page. I would be happy to offer other suggestions on reaching support in the future.
  
  It would be best for you to save the number that we have provided of (888) *******. This number is also available via a ****** search for Hulu's phone number at any time. We may have scheduled callbacks enabled when call volume is high, but we will always be sure to contact viewers back in the order the call was received. There is never a time when support via phone or chat is entirely unavailable except in the event of technical issues which have not been recorded recently, but would be announced on our Contact Us page as an alert. Unfortunately, these types of technical scenarios cannot be avoided but we take any downtime of our support centers into consideration for applicable viewer concerns where contacting support was necessary and unavailable and impacted your ability to resolve a concern.
  
  Since we have provided the phone number to support, please use the number to contact us directly going forward and use the Help site for locating helpful information about any issue or questions you may have as self-service. For direct agent assistance, please use the phone number provided, or contact chat support.
  
  While we do not have any current plans to change the method for contacting support or locating our support number, we appreciate your feedback about our Contact Us page at help.hulu.com. I highly encourage you to share these ideas and suggestions at our Hulu Community website (community.hulu.com). Here viewers can share their own or upvote others' suggestions and feedback directly to the relevant teams. This is the best way to share your feedback on our Contact Us page and suggestions for improvement, or any future ideas that you may have.
  
  Thank you for your reply and for the opportunity to take your feedback and address concerns with reaching support. If you experience any technical issues with our Help site, please feel free to reach out via the phone number or via chat support for further assistance going forward.
  
  Thank you!
  **************
  Resolution Specialist, Hulu Support
  

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again you are not even addressing my issue and repeating the same nonsense as previous replies. Amazing that Hulu always has enough staff and resources allocated to accept customer payments, but then does not have the appropriate staff or resources to actually serve those customers whose payments they accept. Not acceptable reply and if anything, each of these replies has only further infuriated me and convinced me Hulu is managed by arrogant buffoons who have quite literally no use or value outside of taking money from other people. F- reply, I do not accept this as it is not a proposed resolution but instead yet another attempt to force consumers to accept the pathetic and inadequate service that I specifically opened the complaint about. The only resolution I will accept is Hulu providing 24/7 access to contact them on their site. I should not have to save your number!!! That's such a stupid and absurd suggestion, you basically acknowledge that Hulu service is so bad I need to save the **************** number! Pathetic reply!!!! It's inexcusable that you hide every contact option, INCLUDING THE ***** NUMBER, at any time, ever, regardless of the idiotic rationalizations and excuses the company spews.

  Business Response

  Date: 12/23/2022

  Hello ****!
  
  Thank you for your response and for the opportunity to take your feedback about locating our contact information. I want to ensure that your feedback about our Contact Us page is received.
  
  Hulu does not attempt to hide our contact information. Our Contact Us page is in place to direct your contact and questions to the right resources for self-service, then to support via phone or chat when the self-service options do not resolve your concern. You may bypass the intended self-service guidance of the Contact Us page by contacting us directly at the support number provided **************. To confirm, our support agents are available 24/7/365 even on holidays and weekends, for your convenience. Barring unexpected technical difficulties beyond our control, we aim to be available at all hours, every day of the week.
  
  We greatly appreciate your feedback about our Contact Us page and highly encourage you to share these ideas and suggestions at our Hulu Community website (community.hulu.com). Here viewers can share their own or upvote others' suggestions and feedback directly to the relevant teams. This is the best way to share your feedback on our Contact Us page and suggestions for improvement, or any future ideas that you may have.
  
  Thank you for your reply and for the opportunity to take your feedback. If you experience any technical issues, please feel free to reach out via phone or via chat support for further assistance going forward.
  
  Thank you,
  **************
  Resolution Specialist, Hulu Support

  Customer Answer

  Date: 01/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I went to the contact us page, there was no phone number listed, no chat option, no email option, no contact options at all were listed and no matter what I tried to click it told me you were too busy. The phone # may have been working, but your site did hide it when you were busy which is not acceptable.

  Business Response

  Date: 02/04/2023

  Hello ****,
  

  Thank you for your response and for the opportunity to take your feedback about locating our contact information. I want to ensure that your feedback about our Contact Us page is received.
  

  Thank you for letting us know about potential technical issues with our Contact Us page. We greatly appreciate your feedback about our Contact Us page and highly encourage you to share these ideas and suggestions at our Hulu Community website (community.hulu.com). Here viewers can share their own or upvote others suggestions and feedback directly to the relevant teams. This is the best way to share your feedback on our Contact Us page and suggestions for improvement, or any future ideas that you may have. 
  

  Thank you for your reply and for the opportunity to take your feedback. If you experience any technical issues, please feel free to reach out via phone or via chat support for further assistance going forward.
  

  Best,
  **************
  Resolution Specialist, Hulu Support
  

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  Billing practices. Company has a 1 year subscription until 10/10/23 for $69.99
  I signed up for the 1 year plan at $69.99 with and used a $25 gift card that was applied. Both occurred today 10/5/2022
  They claimed my gift card was "eat up" and applied and I was charged $59.99
  Obvisouly they deducted $10 and I am unable to get an answer to what happened to the remain funds.
  
  They have a problem with gift cards. In the past I have applied gift cards and prior to today I was on a monthly plan.
  
  They problem is it was $6.99 a month.
  You apply a $25 gift card and you have know way of locating the remaining credit. I called to see if there was a residual amount from prior gift cards and they could provide me nothing. I assume I still had some credit but nobody could tell me.
  
  I contacted the company to just have the whole thing canceled but they claim they cannot even cancel my subscription today that I will need to call back in a couple of days.
  
  I believe there is fraud being committed with this company and their practice with accepting gift cards.
  
  I would like to be charged properly or have my account closed and any charges refunded.
  
  ***********************************
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Hello, *****!
  
  
  Thank you for taking the time to reach out regarding your gift card inquiries for your Hulu product purchases. My name is *****, and I am a Resolution Specialist with Hulu Support. I want to begin by apologizing for any potential frustration experienced and ensuring that I am here to address your concerns thoroughly.
  
  After reviewing your account, I confirmed you are already in communication with an Escalation Specialist about this matter. Most of the information in this response is also available in the email. First, I would like to address how gift credits are applied and how we define a billing period. Our Terms of Use (https://www.hulu.com/terms) explain that a billing period is a time between the same day of each month, regardless of the length of the month. February 4th to March 4th is one example; However, when it comes to gift credits, you are provided service equal to the value of the credit as explained here: "In the event that the Hulu gift subscription is insufficient to cover the cost of the full subscription billing term, the Redeemer will receive access to Hulu for as long as the Hulu gift subscription balance lasts." You may find more details under our Gift Card Terms located at https://www.hulu.com/terms/gifting.
  
  Regarding the gift credits and the application of the gift card credit to the annual plan price, gift credits must exist to cover the entire cost of the product. In this case, you had enough credit to apply toward the yearly plan price, including the tax, deducted from your gift credit. I have done the math and will break that down here.
  
  You added a total of eleven $25.00 gift cards for a total of $275 in gift credits over the entire span of the current subscription started on April 4th, 2020.
  There were eighteen charges at the previous price point of $5.99 ($0.43 tax) for a monthly cost of $6.42, totaling $115.56.
  There were eleven charges at the current price point of $6.99 ($0.51 tax) for a monthly cost of $7.50, totaling $82.50.
  The $115.56 and $82.50 add up to $198.06 in charges, including tax.
  The $198.06 taken from the $275 gift balance equates to $76.94 remaining in gift card credits.
  The annual plan cost was $69.99 ($5.07 tax), totaling $75.06.
  The $76.94 minus the $75.06 left a $1.94 credit that makes up the October 5th to October 14th additional time provided at the end of the annual plan on October 5th, 2023.
  
  I sincerely hope that this helps to explain the charge amounts that have been deducted from your gift credits. Hulu never intends for you to feel misled about where your gift credits are being used and are happy to take your feedback regarding the billing history in relation to gift card credits. 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.
  
  I also understand you no longer wish to have the yearly plan. I confirmed the $25 gift card has already been redeemed to your account and depleted by the annual subscription amount due. The yearly subscription cycle has already commenced and is scheduled to cancel on October 13th, 2023. You may stream your preferred programs until the account automatically cancels next year, and no further action is necessary on your part.
  
  Alternatively, if you insist on moving to a monthly subscription, this will require a few additional steps on your end to reactivate the subscription. As this is an option tailored specifically to your case, the details on how to facilitate a monthly billing cycle are in the email conversation with the Escalation Specialist.
  
  I hope you find this response helpful, and I appreciate the opportunity to provide you with assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is *************** Thank you for taking the time to make us aware of this matter, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ***** **
  Resolution Specialist, Hulu Support
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  *****,
  First let me thank you for your response. Had this been the information I was provided I would never had filed a complaint. Second I invite you read the emails from the "Escalation Specialist" which provides none of this information.
  
  Your outline is what I would have expected when I called Hulu. What I was provided was that gift cards are done by days not the dollar amount. The response provided here completely changes everything I was told both on the phone and in the emails.
  
  I will accept your answer but I wanted it noted that Hulu provided a much different answer with my previous contacts.
  1) I was told gift cards were done in days
  2) No one could provide me the credit amount noted of $75.06.
  3) Residual credit was counted in days moving me from the $69.99 to the $79.99 annual price based on the offering dates.
  
  Had your response given in this complaint been the answer I was provided initially I would never have an issue. The whole story has been changed in your response BUT your answer and response is the correct one.
  
  Thank you for your finally reviewing the issue correctly answering the question.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  Hello *****!
  
  
  Thank you for writing back. I am glad to hear this information sufficiently addressed the initial questions. We strive to provide world-class customer service in every interaction, and it seems we missed the mark. Your feedback on effort input to acquire the sought-after information has been shared with our teams for review.
  
  Please do not hesitate to let me know if I can help further. As always, we are happy to aid with any other issues, questions, or concerns via our phone or chat support channels if any remain. The contact number for support is (*************.
  
  
  Warm regards,
  
  ***** **
  Resolution Specialist, Hulu Support

• Initial Complaint

  Date:10/04/2022

  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 has stopped support for my television and has not cancelled my subscription, refunded balance due, or bothered to notify people.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Hello ***,
  
  
  Thank you for taking the time to reach out to us about your Hulu account and the related device concerns. My name is *******, and I am a Resolution Specialist with Hulu Support. I want to take the time to apologize for any frustration you may have experienced, and I assure you that I am here to address all of your concerns.
  
  Using the information you provided, I could not locate the subscription charging you. To find the active Hulu account, I will be sending you a separate email with the subject "Hulu Support Follow-Up - BBB *******" referencing this case. Within this email, I will provide additional information on how to locate the account in question. Once the account information is provided to us, we would be happy to cancel your subscription and refund any charges we see fit.
  
  For your convenience, I have gone ahead and located the following relevant terms: Section 4.1. Ongoing Subscription and Fees and Section 4.5 Cancellation and Refunds. The terms can be viewed at https://www.hulu.com/terms. This states that your subscription will stay active until it is canceled by the account owner or your account is otherwise suspended or terminated pursuant to those Terms. It also states that payments are nonrefundable and the decision to provide those refunds, is at Hulu's sole and absolute discretion. With that said, the resolution tailored to your specific case will be discussed within the email.
  
  I hope you find this information helpful, and I appreciate the opportunity to provide you with assistance. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you again 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:10/03/2022

  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.

  Greetings,
  I have enjoyed HULU for quite a while. I watch ********** and created to account to enjoy this program. I have a ************* plan HULU plus Live TV. This account was established using gift cards. On Sept 1st, 2022 I added $25 to my account. On October 1, 2022 I added $100 in two fifty dollar gift cards. I attempted to make a change to my account by moving to the annual $69 a year plan. (I had been told in a phone call around Sept 1, 2022 I could do this)
  
  This weekend I was unable to reach a live person by phone (very busy). The online chat help was unable to assist. I called HULU help on Oct 3, 2020 and spoke with a representative who did not clearly understand what I wanted to do. She erased my account along with all my gift card credit. I have been on long holds waiting for a supervisor who could restore my account. (She keeps telling me to resubscribe by adding a credit card).
  
  I wish to have my over $100 credits restored and my account reactivated. It's a simple request due to error on Hulu's part. I should not be required to now add a credit card to get back gift card credits.
  
  Please restore my Hulu account and restore my gift card credits for over $100.
  
  Thank you
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 6, 2022/10/16) */
  Hello ******,
  
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related gift card issues. 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, and I assure you that I am here to address all of your concerns fully.
  
  Using the information in the case, I located your Hulu account and reviewed the interactions with our Support agents. First, I want to apologize for how the conversation that resulted in the cancelation transpired. Hulu strives to provide our viewers with world-class service, and it seems we missed the mark here. Your feedback has been shared with the appropriate teams to ensure we provide the best experience possible for all of our viewers.
  
  I empathize with wanting to use the gift card balance to cover the total cost of the annual subscription charge. Our records indicate you spoke with Hulu Support once more after the cancellation, and a Resolution Specialist assisted you in renewing the subscription along with a $130 service credit. Your next billing date is April 18th, 2024, on the ad-supported Hulu plan. Please note that any changes to your subscription plan may use this credit to cover any prorated charges that may be due and move the billing date closer as the balance depletes. With the Hulu account restored to its original state, I hope this resolves the gift card concerns.
  
  I appreciate the opportunity to better your experience and the time you took to make us aware of this matter. 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 (888) 265-6650. I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  **********
  Escalation Specialist, Hulu Support
  
  
  Consumer Response /* (2000, 8, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Salutations Mr.*********, Thank you for following up on this. It took 5 or 6 hours on the phone but I eventually got with a representative "*********", who did a fantastic job in correcting my situation.
  
  ********* fully studied and resolved my issue to restorative satisfaction. I appreciate how busy everyone is and how much time it takes to understand and resolve issues such as these.
  
  Again, withdraw my complaint and appreciate the follow up. ********* did an outstanding save!
  
  Best,
  ****** *********

• Initial Complaint

  Date:10/03/2022

  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.

  Unresolved issues with my service. I can't access my recordings on my smart televisions. I started in the chat today for assistance and the representative never came back after asking me to wait a few minutes. I've now been on the phone for an hour doing the SAME TROUBLESHOOTING I did prior to calling. The representative is nice but keeps having to put me on hold to speak with his team as he stated. I still have recordings that keep coming back from 2017 to present. This makes no sense to be on the phone this long. I've given them months to fix the issue and now I'm kicked out. I would like a credit and resolution to my issue. I was asked to list my recordings that need deletion. As I explained how can I tell you all of them if I can't access my recordings.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Hi ******,
  
  Thank you for taking the time to reach out regarding the DVR concerns. My name is Shawn, and I am a Resolution Specialist at Hulu. I want to begin by apologizing for any frustration caused. I assure you that I am here to ensure we address your concerns.
  
  With the information provided and your interactions with the support, I have a good idea of what is happening. In full transparency, Hulu has received other reports of select content recording and, in some cases, being unable to be deleted despite not having the series/movie set to record. While I do not have any updates to share, I can confirm that our teams are working behind the scenes to resolve some behaviors regarding DVR functionality and playback. While we do not currently have an estimated resolution time, our teams are working diligently to resolve this as soon as possible. Our streaming service is a complex product with many moving parts that can impact the viewer experience. Nevertheless, your patience is greatly appreciated, and we want nothing more than to provide you with the best experience possible.
  
  Based on your desired resolution, I have gone ahead and applied a one-month credit. With this applied credit, you will not see a charge from Hulu until 12/11/2022. Keep in mind that credits are based on your current plan, and any changes made may impact the duration of credits. If you want to see how the credit is applied, you can navigate to hulu.com/account and see your Upcoming Charges. While charges for upcoming months will still be listed, expanding each charge will show that support credits cover them.
  
  I hope that in providing this additional information, along with the one-month credit, we have 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:10/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am signed up for the lowest Hulu package. I am usually billed $7.60 a month, after taxes. I was charged an additional $13.64 on July 7th. I was also charged an additional $23.85 on August 2nd and on September 2nd. Today they charged me $31.44. I immediately cancelled it online, but it said I'll still have to pay for the entire month ahead.
  When I have called them in the past, (this has happened before), they say I signed up for some other package. I have NEVER signed up for anything except my minimal package. I have never watched 1 minute of anything they say I've signed up for.
  I tried to resolve this myself, by phone, on several occasions. They don't seem to be able to help me. Yesterday was my third attempt by phone. I've put off doing this, because it takes up so much of my time and aggravates me great deal.
  I waited for 45 minutes on hold before someone answered. When I told her my issue, that I would need to talk to a supervisor, there was silence, then she hung up on me. I was livid!
  I decided to try once more. I was on hold for a while and then there was the prompt, "If you'd like us to call you back." I used that, and they did call me back, after quite a while. When I told that man my situation, that I NEEDED to talk to a supervisor, he told me that he can't connect me. He would have to write down all my information, then somehow send the message out to the supervisors, and they may eventually pick it up.
  I'm not sure that archaic method of business is even real. But I tried to be patient, because I NEED my money back. The man on the phone came back to me periodically, assuring me he was still there, and they would eventually get back to me.
  I WAITED FOR ONE HOUR and then finally hung up.
  I'm sure this is what the are hoping for. Ordinary people like me can't spend HOURS trying to get back their money. I have three part-time jobs and a handicapped husband.
  I am asking for $92.78, the amount they overcharged me.
  Thank you for your help.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Hello ****!
  
  Thank you for taking the time to reach out regarding the unexpected charges for add-ons. My name is *****, and I am a Resolution Specialist with Hulu support. I want to begin by apologizing for any potential frustration experienced with contacting support and ensuring that I am here to address your concerns thoroughly.
  
  I believe I located your account by the phone number provided and was able to review your contacts to support. I sincerely apologize for the inconvenience and time spent just trying to reach a support agent and for the long wait times recently. Your feedback and experience are critical to us. I will pass your feedback regarding wait times to the appropriate teams and your experience with support agents to their direct supervisor for review.
  
  Regarding the unauthorized add-ons and requested refunds, I wanted to explain how to prevent this from occurring and what I can provide you. Since this seems to happen repeatedly through your account, I would strongly recommend that you change the password associated with your Hulu account. You may do so at https://auth.hulu.com/find_account. For any assistance with resetting your password, please visit the Hulu Help article https://help.hulu.com/s/article/reset-password. I want to be clear that the products are added and confirmed from within the account. If the additions are not from you or any friend or family member with access, securing the account from any possible outside access would be best through resetting your password.
  
  I processed a refund for the HBO Max add-on for the months of July, August, September, and October for a total of $62.42 due to the limited use of the product. Due to already receiving refunds in the past year and support having removed the Disney+ and ESPN+ bundle add-on for unintended product purchases, I will not be able to process refunds for that product. For the most up-to-date communications about plan changes, please ensure the email address on file with the Hulu subscription is one you can access. As soon as you receive notification that an unintended plan change occurs, please contact support immediately at your convenience.
  
  Thank you for taking the time to make us aware of this issue 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:10/02/2022

  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 has been billing me since January 2020 for services I have not used. I have called hulu and roku on multiple occasions because it is being billed as roku for hulu. Roku said it is Hulu and when I spoke with Hulu they said yhe email address I provided was wrong and they couldn't do anything without that. They couldn't cancel or give me any information. I gave them every email account that I have and they continued to say they were all wrong. I tried to give them the card number that was being charged as verification and they said nope it had to be the email address. I tried to verify other bits of information and they said nope has to be the email address. I didn't understand if you're charging my card and I'm not using this service and you can't cancel it any other way than an email address. If someone was using my card and had set up their own subscription there was nothing I could do about it.
  
  I was able to get a specific number number for the account from roku finally after several attempts over this time period. They finally cancelled it today and although I verified the card that was being charged, the billing address of that card, and the account number toku gave me they still could not say what the email address was that was linked. They cancelled it today and refunded me one month after charging me since January 2021.
  
  I have tried to resolve this before and spent a lot of my time to get rid of the fraudulent charge. It took me an hour to resolve what I did with Hulu today plus the time reaching out to Roku. I have done this on several previous attempts and spent so much time trying to resolve.
  
  This was infuriating that an email address has more power over my card information that was being charged.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Hello *****,
  
  Thank you for taking the time to reach out to us about your Hulu subscription and the related billing concerns. My name is *******, and I am a Resolution Specialist with Hulu Support. I want to 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 the information you provided, I was able to locate the account in question. I am glad to report that during your interaction with Hulu Support, we successfully processed a refund of $12.99 as well as an immediate cancellation of the service to prevent any additional charges.
  
  I empathize with wanting to ensure you are not paying unnecessarily for an underutilized service. Hulu strives for a positive viewer experience whenever possible. With that in mind, I issued an additional three-month refund of $38.97, which you should see within three to five business days. At this time, all concession options are now exhausted, and your feedback is greatly appreciated.
  
  I appreciate your taking the time to make us aware of your concerns. We would be happy to assist with any additional questions or concerns via our phone or chat support channels if any arise. Our contact number for support is *************** I hope you have an excellent rest of your week.
  
  Warm Regards,
  **********
  Resolution Specialist, Hulu Support