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:04/09/2025

  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.

  Ordered Disney+ through **** in December *********************************** for two accounts have discussed this matter with Disney and with ****. Also they told me to dispute with my bank so I disputed one of the charges with my bank then Disney or **** canceled my service But as of April 9, 2025, I will still build for one service

  Business Response

  Date: 04/23/2025

  Hello ******
   
  My name is xxxx, and I am an Escalation Specialist, the highest level of the customer support team at **********************. I have received your Better Business Bureau Complaint and appreciate you reaching out to us regarding continued unauthorized charges from a Disney+ account. I am responding to your recent letter and look to assist in the matter.
  
  It is my understanding that you have created a Disney+ account via **** in December of 2024 but since the creation of this one account, you have been charged for two accounts. After cancelling one account and disputing the charges with the bank, you are still receiving charges as of April 9th, 2025.
  
  I want to begin by first apologizing for any frustration and inconvenience this matter has caused as this was not our intention.
  
  To ensure a resolution to this matter, we have begun our investigation. We have located a now inactive/cancelled Disney+, Hulu Premium via **** payment account under the email *************************** with a last charge of $21.89 as described.
  
  We are currently unable to locate the account you are receiving these additional unauthorized charges from. We want to continue our investigation as we understand the urgency. Below will be some additional information needed to help resolve your concerns.
  
  Once provided with this information we will resume out investigation and provide you with a timely update.
  
  Additional Information Needed:
   
  Screenshot of the duplicate charge on banking statement
  Any other email addresses that may be associated with a Disney+ subscription.
  Billing Zip Code
  Full name of Disney+ account holder if not yours
  Confirmation of Date of Last Charge
  Receipt of transaction in questions (if from 3rd party such as ROKU, iTunes, Amazon, etc)
  Date of birth
  First 6 digits of CC
  Last 4 digits of CC
  We thank you for your patience during this time and look forward to your response.
  
  
  Warm Regards,
   
  ******** ****** **** ********** ********** ******* ********** * **** ** ****** *************  ******************
  

• Initial Complaint

  Date:04/09/2025

  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.

  I made the mistake of accepting an offer of a one free month trial to the Hulu streaming service. I decided after just a couple of days that I did not want this. When I tried to cancel, I found that, suddenly, I was inexplicably unable to log in to my account, getting an error message of "we can't log you in". I found that the only way to cancel is to start by logging in. I can find no way to cancel, and with them having payment information (card) to sign up for the "free trial", as of now I have no way to stop being charged by Disney for something I DO NOT WANT.Beware the mouse. Stay away from any engagement with Disney Streaming Services.

  Business Response

  Date: 04/11/2025

  Hello ****,
  
  
  Thank you for writing to us about the difficulties in canceling Hulu. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any experienced frustrations, and I assure you that I am here to address your concerns thoroughly.
  
  I found your Hulu account using the provided information. I understand you have been unsuccessful in canceling the subscription. Under normal circumstances, viewers can manage, including cancel, their subscriptions at ******************************** on a supported browser. Not to worry as Hulu strives for a positive experience whenever possible. With that in mind, I have canceled your **** subscription, which will also send a confirmation email to your emails inbox. No charges should appear, and no further action is needed on your part.
  
  We would be glad to help with any other issues, questions, or concerns via our phone or chat support channels if any arise. The contact number for support is **************. Thank you for raising your concerns, and I hope you have an excellent rest of your week.
  
  
  Best,
  
  ******* *.
  ********** ************************************************** ****** ******************
  

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising 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 purchased the Hulu Disney bundle on the account associated with ************************* over a year ago. This bundle included Disney plus. Disney however did not stop billing me separately for Disney plus for over the last year. Since April 6 of 2024, I have been billed monthly for ***** and then increased to *****. This is on top of the 84 dollars I pay for the Hulu Disney bundle. My Disney account event showed that I had the bundle plan and a separate individual plan. Disney knowingly double billed me. I would like my money from April 6 2024 through today returned as I'm already paid for the services. This is an unfortunate business practice.

  Customer Answer

  Date: 05/02/2025

  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:03/29/2025

  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.

  I have a disney plus gift card I have been trying to redeem for months. I keep calling and they can see the money on my gift card but just said just try again in a few days. This issue has been ongoing and in there chats they says... this is an ongoing problem we cant help you. I have the transcript of the chat. In addition, I have spent numerous hours on this issue, no care for my time to matter, would even offer a solution, a credit, a promotion. Nothing except try again. This is unfair business and I still cant redeem my 150 dollar gift card

  Business Response

  Date: 04/21/2025

  Hello ***,
  
  We hope this message finds you well. We are reaching out regarding the concern you previously submitted through the Better Business Bureau about difficulties redeeming your Disney Plus gift card.
  
  First and foremost, we want to sincerely apologize for the inconvenience and frustration this has caused. We truly value your business and appreciate you bringing the issue to our attention.
  
  At this time, we kindly ask that you try redeeming your gift card again. If you continue to experience issues, we recommend clearing your browser's cache and cookies, then trying again using an updated browser. This often resolves technical problems that may interfere with the redemption process.
  
  If the issue persist after taking these steps, please submit a screen shot of the front & back of the gift card.  If possible, please also submit a screen shot of the gift card purchase receipt.

  
  Thank you again for your patience and understanding. We're committed to resolving this as quickly as possible for you
  
  Kind regards,
  Disney+ Support

  
  

• Initial Complaint

  Date:03/14/2025

  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've had disney+ streaming service for 2-plus years. Recently, due to the internet going out, I had to reset my ***************** I was able to log back into several apps, including *******. But when I went to log into my disney+ app I hit a ridiculous, uncalled for, roadblock. Instead of being able to log in from my TV, I get this 8-digit code and a QR scan box. I went online to find out what to do. I found some info and followed the instructions. To put it mildly, it was a joke. Disney wants you to go to **********************************************************. You punch that in and it brings up several sites. The closest one I saw was something reading, disney/begin, or similar to that. This took me to the streaming site. I could get disney on my PC. That's not what I want. Here's the issue at hand: #1 they want you to launch the site on your smart TV. #2 they want you to toggle on the login button on the screen. #3 This brings up an 8-digit code on screen. #4 They want you to use a PC or smart phone, etc, to login to your disney account. #5 They want you to enter the 8-digit code. #6 They want you to enter your credentials, email, disney password, etc. #7 They say this will setup your TV automatically and give you a prompt (on TV) to start streaming. #8 Nothing happens. Nothing. I had no trouble connecting to disney the 1st time I set it up, which THEN, you could do on the TV. My TV is not outdated, my internet connection is not slow. I called customer support. They were useless. I cancelled my disney subscrption on 3/12/24. If I can't watch on my main device I don't want it. I will resubscribe if I can get some real assistance. Someone who can enter the information on the other side after I relay to them the 8-digit code. Someone who knows what to do. I've read multiple complaints about this on several online sites. No sense in it being this confusing and difficult. It's a joke!

  Customer Answer

  Date: 04/13/2025

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

  [Your Answer Here]

   The business contacted me by email explaining that my problem is a known issue and they are investigating the problem. They stated that the company is not, at the moment, going to change the way a customer can log onto ********************** using a smart TV, which is using the 8-digit number. The email contains a link that I can contact the supervisor if I need customer support. I would like to thank the BBB for their attention on this matter.

   

   

   

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

  Sincerely,

  ****** ********

• Initial Complaint

  Date:03/08/2025

  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.

  Disney has been billing me through my ROKU for several months. I am just finding this infomation out. I have just opened an account with ********************** as of Feb and this is how I found out. I was billed 2 times in the same month for 2 disney subscriptions yet Disney cant find the subscription and would like me to pay for my real subscription to ensure they do not turn my service off. The fake subscription where they continue to put transactions thru they claim they cannot find where that payment is going to.

  Business Response

  Date: 04/03/2025

  Emailed sent to viewer on 4/3:

  Hi *****,

  
  We hope this email finds you well.   We are reaching out to you on a BBB Complaint filed on your behalf in regard to a subscription to Disney+ via ROKU and seeking for this subscription to be canceled and refunded.  First and foremost, we would like to apologize for any inconvenience this may have caused.
  
  In reviewing the complaint, we see that the subscription in question was already canceled and refunded on March 8th, 2025 in a previous contact to our Disney+ Support team.   We hope that this is the resolution you were seeking.   If you have any further questions, please feel free to contact our Disney+ Support via phone at ************ or by chat 24/7 where we are more than happy to assist.
  
  
  Kind Regards,
  Disney+ Support

• Initial Complaint

  Date:03/06/2025

  Type:Product 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 was given a disney plus gift card. It does not redeem on their website. I spent over an hour on the phone with the technicians. They kept telling me not to worry, they can see the gift card on their end and it still has $100. I kept asking for resolutions such as them entering the gift card info on his end, refunding my money, just giving me a subscription. Instead I was continually put on hold. The final solution offered was to try again in a few months. The tech did inform me that this is a common problem with their redemption website, which is unacceptable. Attached is a screen shot of the amount of time I was bounced around between techs. refer: ******************************************************************************************************************************************************

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Disney+ regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:03/05/2025

  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.

  I was charged by Disney the total of Q118.72 ( $15.43) on February 13th, 2025. I requested a refund to them since I didnt notice I was charged. Agents just used bot answers saying that they cannot issue a refund and contact my bank for support. I contacted my bank and they just requested a letter from Disney indicating the refund reason. So I requested a letter to Disney and an agent told me that they would be sending me the letter between two business days which never happen. Now I contacted them again and they said that it wont be possible for them to send me the letter or issuing a refund.I just want a full refund since I never used that subscription and they promised to send me a letter for my bank.

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Disney+ regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

  Business Response

  Date: 04/18/2025

  We reached out to the viewer via email on 4/18.

   

  Hi ********,
  
  We hope this email finds you well.
  
  We are reaching out to you due to a BBB Complaint filed on your behalf in regard to not receiving a refund for a Disney+ subscription.   First and foremost, we would like to apologize for any inconvenience this may have caused.
  
  After reviewing your interaction with our Disney+ Support team, we do not offer a free trial to Disney+.   We apologize if you were under the impression that we have a free trial subscription.   In good faith, we have processed a refund back to your account in the amount of $14.99 (USD) back to your card on file.   Please allow 7 to ********************************************* your account.
  
  If you have any further questions in regards to this BBB Complaint, please feel free to contact us via this email.
  
  Kind Regards,
  Disney+ Support

• Initial Complaint

  Date:03/03/2025

  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.

  DisneyPlus has been charging my Capitalone mastercard every Jan 26 despite the fact that I cancelled my services with them since 2023. This year I was again bills $159.99. I contacted *********** to dispute the bill and when they contacted Disneyplus, they were told there is no evidence that I cancelled my service. Thenwhen I got back to Disneyplus they claim that they do not see that any payments against my name and/or card and that the payments may not be coming to them. Meanwhile, my mastercard statement shows them taking money out every Jan 26. going back to 2023. The merchant is listed as Disneyplus CA ***** and the tel # is ********** (which is disneyplus's #). ********** says unless they see a cancellation email from Disneyplus, they cannot give my money back but Disney says they cannot send a cancellation email if they cannot see the payments or account. I am caught in the middle of two major corporations that seem unable to help me. I even tried to stop future payments from my credit card but got a message that they cannot cancel automatic payments because there is no evidenec that I cancelled service. So I may be charged again next year for a service that I don't have. I just want future payments to stop and for DisneyPlus/********** to refund my money and stop future payments

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Disney+ regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

  Business Response

  Date: 04/18/2025

  We reached out to the viewer via email on April 3rd advising for additional information as we could not find any active subscription on the email address reported on the BBB complaint.   They responded via email on 4/5 with additional information.   We responded back to them today via email that after further investigation with the additional information provided, we have not been able to find the subscription they were charged in January 2025.   We have asked if they can provide the first 6 digits of the card number charged so we can escalate to our backend team to further investigate. We are awaiting their response.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a reference number from Disney+ to get my legacy bundle with ******* registered and correctly set up. I have tried for over 2 hours to figure this out with Disney and ******* to no avail. These two companies need to either communicate with each other or with me to get the information necessary to fix my account.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Disney+ regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

  Business Response

  Date: 04/03/2025

  We reached out to the viewer via email advising them that we have reviewed their account and that they have an active Disney+ Legacy subscription through ********  We have asked if they need any additional assistance.