ComplaintsforHulu

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My Grand daughter was helping me set up Hulu on my TV, ******* *****. I only tried using it for about 10 min and my tv kept cutting out. I told her I don't want it and to cancel it. She called back and canceled it right away. They said they would refund my $81.61 and I never received it. We did check back a few times and the customer service person told her it was being refunded. Well, it never did get refund. However, they did charge me again the next month and have not refunded it as of yet. Owing me $163.22. We have reached out to them many times and they keep saying it is being refunded. This was under her email: *****************

  Business response

  09/24/2024

  Greetings ******,
  
  Thank you for reaching out regarding the issues you experienced with your account. My name is *******, and I am an Escalation Specialist with Hulu support. I want to sincerely apologize for any frustration this experience may have caused. I understand how concerning it must be to not receive your expected refund, especially after multiple follow-ups.
  
  I want to assure you that we are committed to rectifying this issue. After reviewing the account, I successfully issued a refund of $163.22, which should appear in your account within 7-10 business days. I appreciate your patience as we work to resolve this matter. Your subscription remains active, which you can manage anytime at ******************************************************************** on a supported browser.
  
  Thank you for your patience as we work through this. We understand that this situation can be frustrating, and we appreciate your understanding and cooperation. If you need any further assistance, please do not hesitate to contact our Viewer Experience Team at ****************. We are available 24/7 and are dedicated to resolving any additional issues you might have.
  
  Best regards,

  ******* *.
  Escalation Specialist
  Disney ********************* Direct-to-Consumer

  Customer response

  09/25/2024

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Video restarts from beginning everytime. I have to forward to watch the show. This issue is going on for more than a year and I am not able to use Hulu most of the time.When I contactrd Hulu support on X, they confirmed that they are aware of this issue and don't have an ETA for resolution. (See attached screenshot)Hence I am requesting 50% refund of money paid in last 1 year.

  Business response

  09/13/2024

  Hello ********,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for contacting us regarding the frustration you are experiencing with your shows and movies restarting from the beginning each time you play them. I apologize for any frustration the situation may have caused, and I want to help address your concerns.

  I have gone over the previous contacts to support, as well as the account, and can confirm this behavior matches other reports and is being investigated. Currently, we do not have an estimated time to share, but rest assured that we are working hard to find a resolution. We appreciate your patience and understanding and apologize for the frustration this issue has caused you.

  Due to the persistent nature of this issue, I was able to issue a courtesy refund of $61.65, which would the most recent four charges. Please note that we have now exhausted all refund options for this account and no further action can be taken in that particular regard.

  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is **************. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.

  Best ********************************************************************************* Direct-to-Consumer

  Customer response

  09/15/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During Black Friday, I signed up for a Black Friday special monthly rate of $1.05 with the company. This company double charges me every month. They charge me the special Black Friday rate of $1.05 that I signed up for, and the regular/standard rate of $8.47 for their service, every month. I have contacted them to try to stop the $8.47 regular rate charges, but they can't seem to locate this charge in their system. The only charge they can find is for the correct (Black Friday special $1.05) rate. They have looked up my email, my name, my address, and (MOST IMPORTANTLY) my credit card number, and told me that they can't find the regular rate monthly charge of $8.47. They can only find the correct (Black Friday $1.05) special rate charge. This double charge of $8.47 and $1.05 has been billed to my credit card every month for about 6 months now.I have finally contacted my credit card company to protest the double charge for last month. I feel Hulu should be able to cross reference the credit card used on my account to bill for the correct (Black Friday $1.05) rate with the disputed ($8.47) charge to the SAME credit card for the regular/standard rate, and stop double billing me!

  Business response

  08/29/2024

  Hello ***,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for contacting us regarding the duplicate charges you have been receiving from Hulu each month. I apologize for any frustration the situation may have caused, and I want to help address your concerns.

  With the information you have provided, I was not only able to locate your account that is currently associated with the Black Friday Promotion, but I was also able to locate a separate account that was billing you $8.47 each month.
  
  This offending account has been canceled, effective immediately, and we were able to issue refunds of the last four charges totaling $33.88. You should receive that amount back to your bank account within three to five business days, depending on your banks processing times. Please note that we have exhausted all refund options for that particular account and no further action can be taken. Your Hulu subscription with the Black Friday promotional price remains active and unaffected by this refund.

  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is **************. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week.

  Best ********************************************************************************* Direct-to-Consumer

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My uncle set up a hulu account that I pay for.. Well somehow he logged himself out and he cant remember the email adress associated with the account to log back in .. its billed on my credit card so I called hulu to cancel the service.. hulu tells me we cant cancel it until your uncle remember what email he used to set it up .. this is even after giving hulu *** the credit card number used to pay for it So basically hulu is telling me I have to wait until they charge me then I can dispute it?!?! This absolutely ridiculous and should be illegal They are charging my card without my authorization!!! I asked them to cancel it before I get billed on the 27th . Hulu says we cant cancel it until you remember the email he used ? I mean come on So they are charging me for service that I cant even access.. Then I try canceling it and they wont even cancel it because I dont remember the email account that started it but I have the credit card because its my card

  Business response

  09/13/2024

  Hi ****,
  
  Thank you for taking the time to reach out to us regarding canceling the account under your uncles email. My name is ****, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have experienced, and I assure you that I am here to address all of your concerns.
  
  In order to investigate the matter further, I will be sending you an email titled Hulu Support Follow-Up: BBB Case #********. Once the necessary information is acquired, I would be happy to assist further.
  
  I look forward to your response and ensuring that we fully address the concerns you have brought to our attention. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************. 
  
  Thank you,
  **** *.
  Escalation ****************************************** Direct-to-Consumer
  
  

• Initial Complaint

  08/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have attempted to deal with Hulu customer service. I was informed they are located in ******** and have no authority to do anything but lead me to websites where "I" have to do everything. Then they send me a link or direct me to a website and tell me to follow instructions but guess what, that doesn't work. Here's what I'd like as a resolution. Someone that has authority as customer service to actually do something instead of making me do something. I'm so tired of the off-shoring, limited authority systems we have in place. And also the Hulu - ******* mess that exists. With the confused logins, etc. Y'all need to fix your systems and make it easier to do things or at the minimum, let us call customer service that can do something...And then, if you can't and most likely won't do that - then delete all of my information from your system.

  Business response

  08/29/2024

  Hello ****,
  
  
  Thank you for taking the time to reach out to us regarding deleting your account. My name is *******, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have experienced with account deletion, and I assure you that I am here to address all of your concerns.
  
  I located your subscription and the interactions with our support staff with the information provided. To fully delete your account from our system, you will need to put in a request in your account settings on the Hulu website. To do this, navigate to www.hulu.com/account and log in to your account. Then, scroll down to the bottom, and on the right side, under Privacy and Settings, you will click on Your US State Privacy Rights. Click on the Start Deletion link next to the Right to Delete section, then follow the instructions. To find more information regarding account deletion, please see the following link:
  
  ***************************************************************************
  
  To set the correct expectations, deleting can only be completed by the account creator.
  
  I thank you for the opportunity to provide information on the deletion process. We would be glad to help with any further issues, questions, ongoing tech problems, 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,
  
  ******************
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hulu forced me to log out of my devices for "unknown reason" and now is forcing me to create a my ****** account before I log back in. I do not agree with ******'s terms of service and do not wish to join my ******. I paid for this through the *** app store many years ago and I just want to log into my Hulu account as normal. They forced kicked me out to force me into a my ****** account. This is not fair or acceptable. Please assist! Thanks!

  Business response

  08/29/2024

  Hello ****,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for contacting us regarding the difficulty you are experiencing when trying to access Hulu on your devices. I apologize for any frustration the situation may have caused, and I want to help address your concerns.

  I can confirm that you should be able to log into your Hulu account using the email address associated with the account and the corresponding password. The creation of a ******* account should not be necessary. If you are experiencing any difficulties logging into the app or website, please respond to this message with specific information like an error message if you are receiving one, or the behaviors that the app or website are exhibiting. This information is greatly appreciated and will help us get you back to streaming as soon as possible. 

  Thank you for taking the time to make us aware of this concern and allowing us to assist. The contact number for support is **************. We would gladly assist with any further questions or concerns via our phone or chat support channels if any arise. I hope you have an excellent rest of your week and I look forward to your response.

  Best ********************************************************************************* Direct-to-Consumer

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 12 year old son submitted my information, my card last 4-digits 6935 has been debited twice $1 each that should not be and I am requesting a refund to my card.

  Business response

  09/11/2024

  Hello K,
  
  Thank you for taking the time to reach out to us about your Hulu billing experience. 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 fully address all of your concerns.
  
  I took some time to review your account and I can confirm that we have only issued the initial authorization charges upon account creation. These $1 charges are only issued to confirm a valid payment method and are returned to the payment method shortly thereafter. For any additional disputes regarding charge disagreements, please contact your financial institution. 
  
  I hope this information has been 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 **************.
  
  Warm regards,
  ****** *.
  Escalation Specialist - ********************
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was overcharged but was not notified as I had a $100 gift card credit and charges doesn't show up on the account billing history for gift card charges and Hulu doesn't send monthly billing notices. The best offer was $24 refund when they took $82 in credit and $30 in direct charges (after the gift card balance when they've overcharged me by $76 ($82 credit + $30.20 - ($6 x 6mo)) due to the fact that they can't credit an account or refund more than past month of charges (they charged me $17.99 and $12.21 for the past 2 months). Hulu is has been around for 16 years and is now owned by ******* yet they can't even send monthly billing notices by email nor credit customers for their billing errors, and hide billing charges when gift card credit is involved.Case number with the customer *** is **********

  Business response

  09/10/2024

  Hi ***,
  
  Thank you for taking the time to reach out to us regarding being overcharged and your gift card concerns. My name is ****, and I am an Escalation Specialist at Hulu. I want to apologize for any frustrations you may have experienced, and I assure you that I am here to address all of your concerns.
  
  After reviewing the account, I can confirm that on February 9th, 2024 the ******* bundle was removed from the account. For a bit of background, this can only be done by *******, as Hulu does not have the ability to add or remove the ******* bundle from any account. This resulted in the full $17.99 being taken from the gift card credit that was already on the account for February through May. 
  
  That being said, as a courtesy, I have processed a refund for the charges made directly to your payment method for June, July, and ******* totaling $36.20. Please note that this may take 7-10 business days to enter into your account. 
  
  Thank you for allowing me the opportunity to address the concerns you have brought to our attention fully. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************.  
  
  Thank you,
  ************
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer response

  09/10/2024

   
  Complaint: 22181618
  
  I am rejecting this response because:
  

  This is the same amount that was offered by the customer service ***** which is a THIRD of the amount I was over charged.  I'm still owed ~$60, you can't just steal money and only give a partial refund because your system is insufficient.
  

  
  Sincerely,
  
  ***********

  Business response

  09/19/2024

  Hi ***,
  
  Thank you for your response. As stated in the previous response, the ******* bundle was removed from the account on February 9th, 2024. Hulu does not have the ability to remove a ******* bundle from an account and can only be done by the ******* system. ******* removing the bundle from the account resulted in the gift card on the account being charged the full amount of $17.99. I empathize with wanting to enjoy your favorite programs while saving as much as possible on the cost. We have refunded the maximum amount that our system allows and we are unable to refund anything further.  We encourage you to reach out to ******* for any further concessions or credits, as they are the party that provides the promotion for the bundle.
  
  Thank you for allowing me the opportunity to address the concerns you have brought to our attention fully. We are happy to assist with any additional questions or concerns that may arise. You can always reach out by phone at ****************.  
  
  Thank you,
  ************
  Escalation ****************************************** Direct-to-Consumer
  
  

  Customer response

  09/20/2024

   
  Complaint: 22181618
  
  I am rejecting this response because:
  

  It is Hulu, not ******** that charged me full price without notice and/or billing history.  I an willing to accept being charged the full amount the first month the ******* bundle dropped from my account but I would have noticed that it had dropped off if I had access to see that I was being charged the full amount during the period I still had my gift card credit.  It is neither the fault of ******* nor me that a subsidiary of a fortune 500 company that has been around for a over decade that your billing system is half-assed.

  
  Sincerely,
  
  ***********

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid $99 for HULU services that were disconnected due to a merger

  Business response

  08/26/2024

  Hello ****,
  
  
  Thank you for contacting us about your Hulu account and the related billing concerns. My name is *******, and I am an Escalation Specialist with Hulu Support. I want 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 account in question, I can confirm that the subscription was canceled on 8/21/24, two weeks before the end of the billing cycle. I also see that you were issued a full refund of $99.80 on 8/22/24, and started up a new subscription for $83.53 on that same day. For a bit of background, Hulu bills in advance which can result in multiple charges for service in the event of a subscription renewal. Nevertheless, our Support team is happy to help make things right for you as a customer. A confirmation email should have reached the email address on file.
  
  I hope you find this information helpful, and I appreciate the opportunity to assist you. We would be glad to help with any further issues, questions, or concerns via our phone or chat support channels if any arise. 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,
  
  ******************
  Escalation ****************************************** Direct-to-Consumer
  

• Initial Complaint

  08/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today 18Aug2024, I called Hulu to cancel my subscription because it was impossible to do it online, they make it extremely difficult! The service is a prepaid service that is billed for the next 30 days, so when it's canceled before the renewal date, the consumer should be able to use the service until such date...today, the customer service representative told me my services are canceled immediately, and I cannot even continue using the 2 weeks I have left, that are paid for. I find this unethical and would like to know if it is also unlawful? I would like a formal complain raised against Hulu for this unethical behavior and poor csutomer service.The account is either under my old email *************************** or under my wok email ***********************

  Business response

  08/24/2024

  Hello *****,

  My name is ****, and I am an Escalation Specialist with Hulu Support. Thank you for contacting us regarding your concerns with your recent support call and cancellation of your account. I apologize for any frustration this situation has caused and I want to help address all of your concerns.

  First and foremost, I have reviewed the account in question and the conversation with our support team. I want to apologize for any frustrations you may have experienced in your attempts to address the matter. At Hulu support, we strive to provide the highest level of excellent-quality support and unfortunately, we may have missed the **** this time. Your feedback has been forwarded to their direct manager for action.

  Due to the premature immediate cancellation of your account, I have issued a refund of the most recent charge. This refund amounts to $28.33 and should be processed within 3-5 business days back to the card associated with your account. An email confirmation for the refund should reach the inbox for the email address on file.

  I hope that I was able to address all of your concerns today. Should you have any other questions or concerns regarding Hulu matters, you can contact our support via chat or phone anytime. Our support number is **************. We are always here to help. We appreciate your time and attention to this matter, and I hope you have a lovely weekend. 

  Best ******************************************************************************* Direct-to-Consumer
  

  
  

*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. ↩