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:12/13/2022

  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 tried to open my account and I'm being directed to update. do ot sish to update my name or profile if I did I know how to go and edit and I do not need Disney+ forcing me to do these things. Furthermore not you all want to know my birthday and my gender .....why? If I choose not to share my gender or my birthday that should be my choice and I should be allowed to continue on to watch whatever I decideto watch. I pay for a service that my family and I want to be able to use. We should not be forced to update personal information about us if we don't eat too. We all have our own individual profile for personalizations there is no need to provide Disney with genders or birthdays. Will Disney be sending out money every year on our birthdays a gift? That's the only reason they should be asking for birthdates.

  Business Response

  Date: 12/28/2022

  Good Afternoon -

  We reached out to the fan on 4 different occasions.  We emailed them on 12/15, 12/20 & 12/24 and via phone on 12/21.  We were able to set up a time to speak with them.  On 12/24, we spoke with them about their concerns in regard the collection of gender and date of birth. We did provide them with a link on our follow up email to the conversation as a helpful guide to why we are collecting this information.  We understand their concerns and let them know that we put the viewers first with every decision we make.   In their response back to our follow up email, they understood what we are doing but didn't agree with it.  They subsequently have decided to cancel their subscription to Disney+.

  
  Thank you,
  Disney+ Customer Support

• Initial Complaint

  Date:12/08/2022

  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 try to switch to an annual subscription from monthly before the price increases on December 8, 2022. The Help section instruction is incorrect. I contact Disney Help via online chat. The chat started at 11;37 PM. The new price changes at midnight. The agent took a long to give me a solution. Then she couldn't complete the transaction. She says it's a system error. She can cancel my subscription from her end and return it but she can't process switching the subscription. She asks me to cancel the monthly subscription and wouldn't refund my remaining month till I ask. The chat can't be downloaded. So Disney could deny this case ever happened. In the end, she gives me case number ********.The screenshots of the chat are attached.

  Business Response

  Date: 12/27/2022

  Good Afternoon -

  We reached out to the fan via phone on 12/14.   We apologized to them for the experience they had with our chat agents.  In speaking with them, they were attempting to upgrade from their monthly Disney+ subscription to a yearly subscription at the price (*****) prior to the price increase on 12/8.  They were advised by agent that they would need to cancel current monthly subscription and resubscribe to yearly.  Upon canceling and resubscribing, fan was having issues purchasing the yearly subscription.  By the time they were able to, price had increased.   Since they had canceled their monthly, the agent provided them a comp monthly.   

  We advised them that since they are currently on the comp subscription, which expires on 1/7/23, that they could resubscribe to the yearly subscription on 1/8/23 at the current price ($109.99).  Once we see that they resubscribed, we will process a credit a credit for the difference of the old price ($*****) for a total of $30.00.  Customer was appreciative of this.   We advised that we will check up with them on 1/8/23 once we see the purchase of the yearly subscription.

  Thank you,

  Disney+ Customer Support

• Initial Complaint

  Date:11/28/2022

  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 was reviewing my feeling with Disney plus due to financial issues I was looking at changing my plan in review of the website it shows that I have actually been charged not only for Disney plus but also for Disney plus Trio bundle I called customer service so I can resolve this issue and have the yearly $79.99 refunded back to me for the years that they have been over charging me for both subscriptions since 2019 . 4 years of being charged twice. when I called customer service they admitted to the error but stated that it was my responsibility to check on the status I have never received any kind of billing invoice from Disney Plus I am requesting that I be refunded the $79.99 for the years that I have been overcharged since the beginning that Disney plus came online I am also requesting copies of my billing invoices for every single month I've had service with Disney Plus. Case # ********.

  Business Response

  Date: 12/05/2022

  Good Evening -
  
  We reached out to the fan via email and phone.  We have provided them with a 2 refunds each in the amount of $79.99.  We also provided them with a 7 day comp subscription to Disney+.   We advised that on Dec 8th, they can resubscribe to the new Disney+ ad tier subscription.

  Thank you

  Disney+ Customer Support

  Customer Answer

  Date: 02/24/2023

  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:11/17/2022

  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 have been trying to get my newly bundled streaming services from Disney to work for over 3 weeks. Their support is completely unable to help.1. I had a huge hassle combining my wife's disney+ and my hulu accounts. NONE of their techs knew how to do this combining.....I figured it out on my own after a WEEK. This whole time I was not able to watch hulu because they had recommended that I needed cancle my hulu service first.2. They have had a buffering problem with their service that only seemed to get worse after we bundled and combined accounts. Currnetly we can't watch anything on Disney while we are chomecasting and we have notice the same problem in a web browser so this very unlikely to be anything other then a Disney problem. None of our other streaming services have this problem. I have had to contact them at least 4 times over several weeks to get this resolved and we have NOT been able to get it resolved. Any idiot would see that if your customer can't use your service you SHOULD ISSUE CREDITS and NONE of their reps seem to have the ability or willingness to do that.3. Now they doubled billed us for our account. We SWITCHED the monthly bundle and then they billed us for disney+ yearly that my wife used to have. THEIR SYSTEM SHOULD NOT DOUBLE BILL THESE SERVICES!!!!!!!!!!!I work and run a business. My wife works. We work hard for the money pay our streaming services. For Disney to treat us with such contempt for our time by not fixing their problems and not offering credits is jaw dropping.

  Business Response

  Date: 02/08/2023

  We reached out to the fan on 11/17 initially to get more information from the fan.  We advised them that we could not find an subscription under the email address the reported on but did find one under *******************.   They responded back stating that ******************* is the email in question.  We processed a refund for that account on 11/19/22.  They also notified us about the issue with using Chromecast to stream Disney+.   We advised them that we escalated their issue to ************* to replicate the issue.  They advised us that their device was a Chromecast 1st generation.   ************* was able to replicate the issue and corrected the issue.  We advised this to the fan on 12/5/22.   The fan thanked us for this.

  Thank you,

  Disney+ Customer Support

  Customer Answer

  Date: 02/09/2023

  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:11/15/2022

  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 have a hulu account through Spotify. I purchased a full year of Disney plus. I paid for the service for the entire year. Now every time I use Disney, Hulu prohibits me from logging in. I have to change the password every-time I use the service. The same happens when I try to use Disney +. I am prohibited from logging into Disney and have to change all my passwords. The first time I called the they said I have to get a bundle in order for this to stop. It is like they are bulling me into stuff I do not want. I already paid for the service and it is not working. When I called again Disney transferred me to hulu and hulu transferred me back to disney and this went back and forth for several minuets. I spent hours on the phone and they kept saying if I do not activate a bundle my services would not work.

  Business Response

  Date: 12/05/2022

  Good Evening -

  We attempted to reach out to the fan via email (11/18/22 & 11/30/22) and phone call (11/23/22 & 12/1/22).  None were returned by the customer until 12/1/22 when they requested that we reach out on 12/3.   We gained contact with the fan on that day via call.  We were able to troubleshoot their sign in method through her Hulu account billed by Spotify. We figured out that a saved keychain on her macbook prevented the system to update the password. They fixed the keychain issue and then was able to create a password for both of their Spotify billed Hulu and Disney+ log in. I then asked them to sign in to all the devices they use to stream and it worked on an iPad and her mac.  All devices were able to sign in. They thanked us for calling in on Saturday and asked for an email recap. We emailed the recap to them today.

   

  Thank you

  Disney+ Customer Support

• Initial Complaint

  Date:11/04/2022

  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.

  When Disney+ was launched, they asked for my email address to get my free trial, but upon launch, i could not sign in like many Americans that week. Contacted customer support, and was told there was an error and that all I had to do was supply a temporary email to gain access. I did so and eventually left. Figured that was the end.Cut to this week and I was denied access to ****. I have it as part of a.bundle with ******* for 10 dollars a month. I contact both ******* and ****, which eventually led me to a **** rep that said the new Disney/**** merger was causing bugs, not to worry, I'd be getting a partial discount to correct the issue, and that I'd be contacted in 24 hours.Few days passed and I contact **** again, having to go through the same troubleshooting issues before being told they were looking into it. About an hour of waiting, I'm told there's been a block on the email associated with the account. I'm downright confused. I ask why, only to be placed on hold and hung up on.I call back and demand to know why I'm blocked. After more waiting, I'm told it's because of the merger and Disney+ has a permanent ban on the very same email I had signed up with at it's launch. They can only fix it by changing my email to something else, which cancels my bundle with ******* and forces me out.Realizing the source of the issues after a week, I contact Disney+ numerous times and ask why my account has been banned being told both because it was under a minor (which I'm not.), then later suspicious activity with numerous log ins (the original rep's doing). I asked how to remove this ban which would fix everything, and they say it can't, even though I violated no agreements and can prove who I am, which they already know as they have my **** information. I shouldn't have to get another email, pay more money, and start from scratch just because someone messed up years ago and never said anything. It's a violation on their end and I want my original email unblocked.

  Business Response

  Date: 11/11/2022

  Good Evening -

  We have reached out to the fan via email in regards to their complaint.  We were able to locate accounts under the previous email address ******************** with a block as stated in their original request. We have investigated the issue and the block has now been removed from their account. They should now be able to stream their **** content via ******* bundle. 

  Thank you,

  Disney+ Customer Support

  Customer Answer

  Date: 11/17/2022

  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:11/04/2022

  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.

  On October 23, 2022, I attempted to purchase Hulu through the ********** Force Exchange. There was an offer for "Get one month free and 10% off each additional month for 1 year." When I completed the purchase, I saw that I had actually purchased Disney+ (which I did not want). I contacted The Exchange and was told I needed to contact Disney + directly. I contacted Disney+ and was told that I could simply cancel my Disney+ subscription for a full refund. (That same day, I received an email from Disney + stating my "Disney + subscription has been canceled.")As of today (November 3, 2022), I have not received a refund. I again contacted Disney + and was told my subscription was not fully canceled. The customer service rep, who was very courteous and really tried to help, also stated she needed a supervisor to authorize the refund, however, no supervisors were available.I am requesting a full refund of $59.99.

  Business Response

  Date: 11/18/2022

  Good Evening -

  
  We reached out to the fan about their BBB Complaint.  They provided us with the email address used to subscribe (*************************).   We advised them that a refund was processed.   We have provided them the *** (Acquirer Reference Number) so they can provide their bank/card processor to track the refund:  ************************

   

  Thank you,

  Disney+ Customer Support

• Initial Complaint

  Date:11/03/2022

  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.

  The last two months Disney plus loses sound after every update and its a hassle to fix but now its unfixable by using customer service support. I researched that Disney plus and Apple downgraded their sound quality, so it doesnt work on my new tv.who downgrades? They need to tell customer service to tell people they downgraded, ya right. Point is they offered a refund but upon finding out I used ****** play to sign up they said they cant give a refund but they can by escalating it up the chain, now when I call my number receives no call backs and customer service puts me back in line or hangs up on me when asking for a manager, its happened so many times its intentional at this point. You need to honor your refund because now its just the point..Ive recorded all my phone calls for social media and documentationIll never purchase anything Disney or from any company they own, its a despicable company all about the buck and they are getting away with money and not providing seduce for these payments, its that simple, I dont care what the amount is. Btw, im on the phone with them and they are still refusing a manager, they must be trained to do this. Pathetic

  Business Response

  Date: 11/07/2022

  Good Afternoon -

  We reached out to the fan via email and apologized for the inconvenience they experienced with dealing with the support team.  We advised them that since they having been experiencing issues with Disney+ for the last two months, that we will provide a refund for $13.33 back to their ****** Play account.  Refund has been processed today (11/7/22).

  Thank you,

  Disney+ Customer Support

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Disney+ since the day it launched a couple years ago. Our household has always utilized Android and Kindle devices to access the Disney+ app. In early September, Disney+ released an app upgrade. After that, all of our personal devices stopped working with the app. We kept getting Error Code 83. I spent countless time personally troubleshooting it. I reached out to Disney+ for help and repeated the troubleshooting tips I'd already tried on my own. I was told the tech team was aware of an issue with android and to give them a couple weeks to find the fix. I called back yesterday as the app is still not working on our phones/tablets. The app works sporadically on our TV and laptop.I purchased the annual subscription (just like I did last year) through ******* Disney+ told me I couldn't be reimbursed through them since it was purchased with a Third Party App. I reached out to ******* They can't reimburse me because the funds had been released to Disney+ in March. I just want a refund considering the app stopped working in September. I'm done waiting for Disney+ to fix their issues with Android/Kindles. I was able to cancel my subscription so it won't auto renew next year. But since I'm only halfway through this year's subscription, I want a refund since the product I'm paying for is no longer working appropriately.

  Business Response

  Date: 11/03/2022

  Good Afternoon -

  We have reached out to the fan in regards to the BBB complaint.  We had advised them that even though the issue they are currently facing with Disney+ on their Android devices was resolved, it was recently reopened with our internal team as we have seen an increase in customer contacts.   We have provided them a refund to their subscription which they will see in their account in 5 to 7 business days.

  Thank you,

  Disney+ Customer Support

  Customer Answer

  Date: 11/03/2022

  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:11/01/2022

  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.

  Hello, so emailed asking why I am being charged $13.55 a month, but their site-shown disney+ pricing shows their price as: $11.99 a month. Didn't get a response from this company, and it's been 5 days as of placement of this review. Extra that I am paying may not seem much, but every month they're ripping me off by one-dollar fifty-six-cents. You then do a month-to-month-month to-year-end-pricing calc, and you'd realize, as I am now realizing that's 20 bucks just swiped off my card. Evidently and concerningly I am paying an unfair price and reiterating they are not returning my emails /making right of situation. I am expecting for them to do the right thing and send me refunds for every month to date where they'd taken more money than they should have. Refund me else I report to more places, And or else this review shall stick on here forever.

  Business Response

  Date: 11/02/2022

  Good Morning -

  We have reached out to the fan via email today in regards to their complaint of being charged $13.55 per month for a Disney+ subscription.  We have advised them that after further investigation, they are being charged that amount.  The amount breaks out to $11.99/month for the subscription plus $1.56/month for ******** taxes.  Disney+ subscription does incur state/country taxes where applicable.

  Thank you,

  Disney+ Customer Support

  Customer Answer

  Date: 11/14/2022

  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,
  
  *******************************