Complaints

This profile includes complaints for Disney+'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Disney+

  1211 Avenue of the Americas Fl 16 New York, NY 10036-8705

• 

  Disney+

  75 9th Ave Frnt 6 New York, NY 10011-7033

• 

  Disney+

  San Jose, CA 95128

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:07/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to get set up with Disney+Hulu package for ***** a month. None of their employees could set me up to receive the package correctly. After talking to 3 different employees and trying to be transfered to a higher up who knew more I still got nowhere. I was charged ***** on July 2nd, credited back on July 7, charged again on July 7th then charged and credited on July 8th. I am still owed ***** but they do not think so. This is just so silly and really not worth the ***** but now it is the principle. Please help. My name is ******* ***** my phone number is ************ and my address is *****************************************. I would call ************ but all they do is put me on hold and give me the run around. Thank you.

  Business Response

  Date: 07/17/2025

  We reached out to the viewer via email (7/17):

  Hello *******,
  
  We hope this email finds you well.
   
  We are reaching out to you in regard to a BBB complaint filed on your behalf where the claim that you were not fully refunded for your subscriptions after it was canceled as you were not able to stream Disney+.  First and foremost, we would like to apologize for the inconvenience this issue may have caused.
   
  After reviewing your complaint and looking over your account, we have found the following:
  *The subscription purchased on July 1st, 2025 was canceled on July 6th.   A refund was processed on this same day.  This refund should take 7 to ****************************** your account.
  *There was a seconed subscription purchased on July 6th, 2025 and it was canceled on July 7th.   A refund for this subscription was processed on this same day.  This refund should take 7 to ****************************** your account.
  *A third subscription was purchased on July 7th, 2025 and it was canceled on July 8th.   A refund for this subscription was processed on this same day.  This refund should take 7 to ****************************** your account.
  

  We do not see any other purchases for a subscription to Disney+ after July 8th.   We believe that you have been fully refunded for the three subscriptions that you had purchased.   Once again, we apologize for  any inconvenience this may have caused.   
  
  If you have any further questions, please feel free to contact Disney+ Support via phone at ************ or by chat 24/7 where we are more than happy to assist.
  Kind Regards,
  Disney+ Support 

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/09/2025

  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.

  On 7/8/2025 I attempted to purchase one $100 Disney+ eGift Card from ******************************************** using my credit card. My card gets flagged for fraud at 4:37 PM, which I then tell my bank that it was not fraud, but that transaction did NOT go through. I then filled out the form again to purchase it and it threw me an error: "An unexpected error has occurred. We're sorry for any inconvenience. - 704", and a different error that was in black/grey text that said to try again. So I try again, and get the same error. I then used a different card, that card worked and I got a successful transaction page. However, only after all that did I receive multiple emails for successful transactions, three in total. Two for the two attempts I did AFTER I marked my card as not fraud, but when the website was throwing me an error. And one for the successful transaction. I do not understand why this would charge my card and then tell me that there was an error and to try again, making me re-submit only to charge my card again. Then try another card to get a success, but only to find out I was charged three times when I only wanted to purchase this one time! Now I have $300 of these, I only wanted one x $100! I called customer support at 4:48 PM and they sent me into an endless loop and could not resolve my issue. I was transferred and called two more numbers to no avail. I would get transferred between everyone. I have NOT redeemed the two eGift cards that I was charged for when it told me there was an error, ONLY the only that I INTENDED that was showing success. I simply want my $200 back for the two charges. I literally cannot get ahold of anyone at Disney+, but they could check and see that these two cards are NOT redeemed and I want my money back from this being double charged for these errors. Thank you.

  Business Response

  Date: 07/17/2025

  We have reached out to the viewer via email today (7/17):

   

  Hello *****,
  
  We hope this email finds you well.
  
  We are reaching out to you in regard to the BBB Complaint filed on your behalf where you were charged for two (2) Disney+ Gift Cards digitally after being declined for those purchases.   First and foremost, we would like to apologize for the inconvenience this may have caused as this is not our intention.
  
  After further reviewing your complaint, we have found the two purchases in our system.   We have invalidated both Disney+ Gift Cards and have processed a refund back to your account for both orders (********* & **********.   Please allow 7 to ********************************************** your account.
  
  Once again, we apologize for the inconvenience this may have caused.   We hope this solution is to your satisfactory.   If you have any further questions, please feel free to contact Disney+ Support via phone at ************ or via chat 24/7 where we are more than happy to assist.   You can use this case # ********* for reference.
  
  Kind Regards,
  Disney+ Support

• Initial Complaint

  Date:07/03/2025

  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.

  Canceled my Disney Plus subscription 2 months ago. What's the scropped initially through **** for the Disney Plus subscription canceled it however found out today. I'm still being *****. I attempted to once again cancel the subscription via Disney plus and it forced me to ****. When I go to the **** website it forwards me back to the Disney plus website. It's a circle. None of the circles lead to me actually canceling my subscription. Please make this right

  Business Response

  Date: 07/16/2025

  We reached out to the viewer via email today (6/16):

  Hello ********,
  
  We hope this email finds you well.
  
  We are reaching out to you in regard to a BBB Complaint filed on your behalf requesting for a refund for a subscription to Disney+ that was made via ROKU which you stated to have canceled previously.    First and foremost, we apologize for any inconvenience you have experienced.
  
  In reviewing your account under the email address you have reported on, we see that in your communication with our Disney+ Support team via chat on **** 28th that they were able to find the subscription in question.   Our advocates were able to cancel the subscription and process a refund back to your account.  The refund,  in the amount of $55.83, which covers for the months of ****** *** & **** was processed on **** 28th.  These refunds should have taken 7 to 10 business to settle in your account.    This subscription will not automatically renewed going forward.
  
  We hope that this resolves your inquiry.   If you have any further questions, feel free to contact Disney+ Support by phone at ************ or via chat 24/7 where we are more than happy to assist.  You can use this case # ********* as a reference.
  
  Kind Regards,
  Disney+ Support

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 2023 I used the app to cancel ***************************** after going through a divorce in which I was not the one who used these services plus my income had dropped to the point that I could not afford these services. I took them for their word when the screen said SUBSCRIPTION CANCELLED across the screen. So now summer is here and my daughter is home every day and Im trying to get her something to watch on TV and I go toDisney+ and try to sign up for an account and it says existing account with this email address so I go back through my bank statement and see where they have charged me every month since I canceledthe service so I called the 800 number and they tell me all they can give me is four month refund IF I CANCEL NOW! But because my daughter wants Disney+ they wont refund anything.

• Initial Complaint

  Date:05/29/2025

  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 paid for the original Disney+ Premium plan on 8/28/19 for $140.97 to be prepared for the Disney+ launch on 11/12/19. This plan was paid up front to receive a DISCOUNT on 3 total years of Disney+ Premium ********** the time, I was a ******* customer and was given a free ********************** subscription that began on 12/19. I was told by Disney that my original Premium Annual package would be paused until my ******* offer was finished so my original plan can be activated. ******* gave me a second Disney+ subscription and (yet again) I was told that my original Disney+ Annual plan can be paused until the ******* promotion ended so my original plan can be activated.On 5/25/25, I attempted to have my original Disney+ Premium plan activated, but was told by customer support that there was an error with trying to re-activate my original plan. I was then told that the only thing they can do is cancel my plan and give me a refund IF I get a new plan with them. Disney+ only offers more expensive plans, which would not give me the same term for premium service as promised in my original plan that I purchased in full.I have not received any previous notifications from Disney+ stating that I would ever lose my original annual plan.Since Disney+ cannot give me the same discounted plan with the same term as I paid for originally, I am seeking a full refund.I am attaching images and information about my discussions with Disney+ support.

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 purchased 2 disney+ gift cards from ****** on 12/23/2023. One for $100 and the other $50. Since November 2024 I have been attempting to apply these gift cards to my subscription. Each time it fails. I enter the gift card information, the disney+ site verifies the gift card values and says to continue to apply to my account. Upon pressing continue the page directs me back to the initial page to enter the gift card information. This happens for both cards. I have spoken to customer service 6 times (check my account you will see the call logs). I've been given a reasons ranging from the gift card processing is down to try again next month. I have followed every bit of trouble shooting that has been offered, every time I contact customer service. They have tried using higher level support, that is pointless. I've gone above and beyond what they have recommended and tried using the gift cards on completely new disney+ accounts, there is an issue with processing these 2 gift cards. I have verified with disney gift card services that the cards are active and have the correct values. At this point it is unacceptable to tell me to try again next month. The customer service **** for some reason are not allowed to apply the gift cards to my account over the phone which would potentially fix all of this. At this point I just want the $150 credit applied to my account in whatever means it requires to be accomplished.

  Customer Answer

  Date: 06/15/2025

  At this time, I have been contacted directly by Disney+ regarding complaint ID ********, however my complaint has NOT been resolved because:

  They asked for additional information, here was their email from Sunday 6/1/2025:

  Hello!
  
  Thank you for reaching out and letting us know about the error when entering the gift card code. Thanks to viewers like you, we learn about the features that aren't working as expected.
  
  We have received your inquiry in regard to the Gift Card redemption issue via the Better Business Borough. We are reaching out hoping to resolve the issue. 
  
  To help facilitate the resolution, please provide the following:
  
  Gift code/Gift card number(s)
  Country
  Payment Method (i.e. D+, Hulu billed, iTunes,)
  Where did you purchase the gift card?
  
  Additionally, if you have physical cards, please provide a picture of the front and back of each card and attach in direct reply to this email. 
  
  Thank you. 
  
  Warm Regards, 
  
  ***** *
  Resolution Specialist
  Customer Support

  I responded with all of the information about 7 hours after their email was sent.  I have not heard back anything since then.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  **** ******

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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'm filing a complaint against Disney+ for deceptive advertising and a lack of transparency regarding streaming quality on supported PC *********** a Premium subscriber, I expected access to HD and 4K UHD video quality across all supported devices, as advertised. However, Disney+ limits video playback on Windows browsers (Chrome, Edge, Firefox) to 720pa fact not clearly disclosed during signup or in most help documentation. I only found one brief footnote buried deep in the *********** that vaguely states 4K streaming is not available on computer browsers. This is not sufficient disclosure, especially considering:Disney+ advertises 4K UHD support broadly across titles in the app, regardless of platform.The platform lists PC browsers as supported devices, giving no clear warning of degraded resolution.There is no technical reason a modern PC with capable hardware (e.g., RTX 4060 Ti, 4K display, fast internet) should be locked to 720p.Even the official Disney+ Windows app shows no improvement in quality. A support agent confirmed that only Safari can stream at 1080p, while others are capped at 720p.This contradicts what is advertised, borders on false advertising, and does not reflect the expectations for a modern streaming platform in 2025.I am requesting the following:Modification/discontinuance of misleading advertising that implies full HD or 4K quality is available across all supported devices.Clear, front-facing disclosure of resolution limitations on PC browsersnot hidden in footnotes.A resolution of this limitation to allow PC users to stream in HD or 4K as advertised.

  Business Response

  Date: 06/24/2025

  We reached out to the viewer via email on 6/3.
  
  Hello ****, 
  
  My name is XXXX, and I am an Escalation Specialist with Disney+. I am writing to you in response to a BBB complaint we recently received regarding the availability of 4K content on PCs. 
  
  First and foremost, I would like to apologize for any confusion or frustration this 4K availability may have caused. I can confirm fully here, that 4K quality is not available on web browsers or PC apps at this time. We do not currently have any plans to change this, but I can ensure that your feedback reaches the appropriate teams. In the meantime, most 4K capable devices that plug directly into a TV should be supported for 4K quality, such as a Roku or a Firestick, but if you have questions regarding another device, I can certainly confirm for you. I can definitely make sure your feedback reaches the appropriate teams regarding our help site articles and the availability of 4K content across all devices. 
  
  If you have any further questions or concerns, please feel free to reply to this email, and I will respond as soon as possible. 
  
  Warm Regards, 
  XXXX
  Disney+ Support 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My family has a gift card for $200 dollar to use towards Disney plus services. We have been trying for months with multiple calls to customer service to rectify the issue. The first two calls they stated there was an error and gift cards could not be redeemed although they confirmed it had value. For our inconvenience they have us two months complimentary towards the service. Today, I called again and was told the issue still had not been resolved, they have no timeline to resolution, they wont tell us what theyre doing to resolve the issue and nothing is being refunded/ gifted. I stated I had to start paying for the service, despite having the gift card and so I am paying double for the service but they reiterated the above. When I asked what I should do to fix this they told me wait and keep trying, with no goal end date. I just would like to be able to use the gift card I have and not pay out of pocket when I have this gift card. Or at least have a reasonable solution other than were working on it but cant tell you how

• Initial Complaint

  Date:05/15/2025

  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 was noticing I was getting charged double from Disney+. One for $28.70 and another eight dollars from ******* for a Disney+ package. I was getting charge this for almost a year but I didnt notice this in my bank statements. I called Disney+ to find out why Im being double charged and I came to find out that under my same email I have two accounts. I informed them I didnt want two accounts and why I was being charged twice. I mentioned to them it was unfair for them to be charging me double under the same account when usually when you sign up and you already have an account, it wont allow They apologized and I requested a refund and at first they only offered me for one month when I was being charged for almost a year for double accounts. The lady proceeded to ask the manager and approved me reimbursement four months. I received one month reimbursement right away and the other she said would come within 5 to 10 business days, after about a week, I called back and spoke to a gentleman and said yes you were getting that refund but you have to wait a little bit more. Its been a month and I never received the other three reimbursements. I called back today and I talked to ******* and she said that she doesnt see anything of reimbursements of four months. She says that Im only getting the one month reimbursement. I asked speak to a manager and she wouldnt let me and she says that they dont allow that so she message them via messages and sent my complaint over to the manager and the manager still did not approve my reimbursement that was promised to me originally by two other prior employees I would just to be refunded for the overcharged accounts and what was promised to me initially. Today I spoke with ******* at 8:40 AM and the manager she spoke to her name was *********. She would refuse to give me last names or member ID numbers.

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Disney+ has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  **** ********- ******

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 subscribed to Disney+ streaming services. After 1 or 2 months I wanted to cancel. The subscription is not just "not easy to unsubscrube" , they make it nearly impossible. There are so many loop holes and you have to go to a special website ( not the app where you subscribed), and log in .. any way after a few months of being charged for services and not being able to figure out how to unsubscribe, somehow I finally figured out how to do it. I canceled my subscription and screen shot the page reading your 'request' to cancel your subscription has been submitted on March 27th 2025. Even though it said your request had bene recieved Disney+ did not cancel my subscription and continued to withdraw $10.99 for 2 additional months of streaming services. I called disney+ to complain and they immediately canceled my services and gave me credit for 2 months back pay. I asked for 3 months back pay credit. Its no big deal but their claim was that my refund was based soley off of their on their AI algorithm, so because of their software programming, I was denied. I was also denied when I asked to speak with a supervisor or manager. I feel this is a criminal act of theft, and I would like to inform BBB of **** experience and other potential subscribers of this negative experience I had with trying to unsubscribe from Disney + streaming services. Also something else weird happened. I used a **** debit card ending in 4729 to buy services, that card was canceled 4/8/2025, but somehow instead of my payment being declined due to a canceled card, they were still able to process my payment somehow, even though I had a new debit card they I had never given them the name or number of. When I asked customer support if they were taking payments directly from my bank acct, he said we can't do direct bank withdrawals. So I have no idea how they were able to continue to process my payment ( unless they somehow stole my new card info from my ****** wallet w/ o my permission.