Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  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 have been double billed for Disney + since October of 2023. I have attempted to resolve this issue on multiple occassions. I believe there is a second ******* account associated with my email that is causing me to be double billed for service. None of the representatives can figure out the issue and there is no further investigation into why this keeps happening. I have canceled my payments and changed cards and some how this ******* account gets updated and the double billing continues. I would like a full refund of the charges that I got double billed for.

  Business Response

  Date: 05/08/2025

  We reached out to the view on April 12 and adivsed them that a cancel/refund was processed.

  Hello!
  
  We have received a request on your behalf through your billing party (ROKU). Based on the request, the subscription associated with the information provided has been canceled and a refund has been processed through your billing party. You should have received a confirmation email at the address we have on file, as well, confirming the total amount of this refund.
  
  We're sorry to see you go, but we hope youll give us another chance in the future, as were always adding new features and content to the Disney+ lineup. Please don't hesitate to reach out if we can be of any further assistance. We are available by phone ***************) or chat 24/7/365 and are always happy to help.
  
  Kind regards, 
  Disney+ Support

  We followed up today advising them the refund amount was $184.74.

  Thank you,

  Disney+ Support

  Customer Answer

  Date: 05/09/2025

   
  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. Thank you.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/21/2025

  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 am paying for the Disney Plus bundle through *******, which ******* cannot fix, but the **** services have a billing error associated with the Disney and Hulu apps. The Disney works, but **** and **** apps do not work

  Business Response

  Date: 03/25/2025

  We reached out to the viewer via email on 3/3:

   

  Hello *****, 
  
  My name is XXXX, and I am a Resolution Specialist with Disney+. I am reaching out in regards to a recent BBB complaint we have received. It is my understanding you are having a billing issue regarding your ******* billed bundle. First, and foremost, I would like to apologize for any frustration this billing issue may have caused. I'm not quite 100% on the exact issue with the reason provided via the BBB complaint though. Could you please clarify for me what is happening exactly so I can investigate further? 
  
  Warm Regards, 
  XXXX
  Disney+ Support 

• Initial Complaint

  Date:01/17/2025

  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 have screen shots and video of my attempt to cancel my free trial. The *** said I had to ******** myself and then threatened me to not let me use the free service after cancellation

  Business Response

  Date: 01/23/2025

  Hello ******,
  
  
  Thank you for writing about the cancelation request and your recent conversation with our support agent. My name is *******, and I am an Escalation Specialist with Hulu Support. I want to apologize for any frustration you may have experienced and assure you that I am here to address all of your concerns fully.
  
  I have reviewed the subscription and the conversation with our support agent. I apologize for any frustrations you may have experienced in your attempts to cancel your subscription. At **** support, we strive to provide the highest level of excellent-quality support, and unfortunately, we may have missed the **** this time. Your feedback has reached their direct manager for action.
  
  We value the security of our viewers and their information, and we require verification from the caller to speak on or take action on an account. This ensures we speak accurately to your account and related issues while protecting your data. It is intended for the cancelation button to appear and function to cancel your subscription. Our teams will investigate for reports of the cancelation button not appearing. Fortunately, I confirmed your **** subscription was successfully scheduled to be canceled at the end of the trial on February 17th, 2025, at which point the subscription will automatically be canceled. You may stream at your leisure until that date.
  
  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 again for your time, and I hope you have an excellent rest of your week.
  
  
  Warm regards,
  
  ******* *.
  Escalation ************************************************** Disney Direct-to-Consumer

• Initial Complaint

  Date:03/11/2024

  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.

  disney/hulu. removed my cancel option tried every thing. they continue to take money from my bank without permission Disney has no cancel subscription option.

  Business Response

  Date: 03/21/2024

  Hello ****,
  
  
  Thank you for writing about the ongoing Hulu charges. 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.
  
  I located your Hulu subscription with the provided information within the BBB case description. I understand you faced difficulties canceling the account. I confirmed the Hulu account has been canceled since the summer of 2023 with no recent charges. Should your Hulu account be tied to a different Hulu account, you can cancel from the account page. Our *********** houses steps on how to cancel an account, including links to the referenced web pages: ***********************************************************
  
  I appreciate the opportunity to assist you, and I hope this information is helpful to you. 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.
  
  
  Warm regards,
  
  ******************
  Escalation Specialist - Disney Entertainment
  

• Initial Complaint

  Date:01/25/2024

  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.

  Good Morning,I am writing you as a last resort, that I have been calling all day today in an attempt to talk to an American agent to get my subscription questions answered, I instead get overseas call center agents who do not understand the English language. My account was canceled without my permission causing mental and emotional trauma, and medical issues, and we need to get this issue resolved as soon as possible.I ask to talk to an American agent, and the people I talk to do not understand me, and claim that they can help me when they can not help me.

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

  Business Response

  Date: 02/08/2024

  We have reached out to the viewer via email today.   We advised them that their subscription was automatically canceled due to a dispute claim that was file on their behalf against the charged from the November 10, 2023 subscription transaction.  Due to this dispute claim, their subscription was canceled.   We advised them that if this was not their intention, then we suggest that they contact their bank/card processor to see who filed the dispute claim on their behalf.   

  Thank you,

  Disney+ Support

• Initial Complaint

  Date:06/12/2023

  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 the Disney Plus bundle through ******* and have been paying for it since August 2022. I have yet to recieve the service that I have been paying for because Disney Plus is failing to activate my account correctly. I am unable to access Disney + or ESPN + as advertised and can only access Hulu using an incognito browser for some reason. I would like to either have the service that I have been paying for or have Disney reimburse me $180 for the last year of service I did not receive plus the cost for the services I will have to pay for out of pocket for the duration of my ******* contract.

  Business Response

  Date: 06/27/2023

  We reached out to the viewer via email on June 13th.  We apologized for the inconvenience they were facing with the ******* bundle activation.  We asked them to provide the ******* reference number so we can take a further look at the issue.   They responded back with the reference number.  After further investigation, we advised them that the reference number was redeemed under a  different email address.  We have transferred everything under their current email address (*************************).  With this, all three platforms under the Disney Bundle are now active.   They viewer responded back stating that they have access.

   

  Thank you

  Disney+ Customer Support

• Initial Complaint

  Date:03/11/2023

  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.

  Disney is attempting to trick people into changing their bundle for their Disney/Hulu/ESPN product in order to charge more money OR have them sign up for ads.

  Business Response

  Date: 05/09/2023

  We reached out to the viewer via email on several occasions.  We apologized for the inconvenience that they had experienced with the product.   We advised them that their HULU subscription was not canceled that the email they received was sent out in error.  We also advised them that we could not reactivate the legacy bundle and that was not longer offered.   We did offer them a 4 month complimentary subscription to the Disney Trio Premium bundle.  Our last email to them was on 3/30.  We have not heard back from them.

  
  Thank you,

  Disney+ Customer Support

• Initial Complaint

  Date:03/06/2023

  Type:Order 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 want to complain about prcing and you took two payments from my bank account for the same month agfter i cancelled my subscription please return all money too my accoung or ill take this matter one step further thankyou,,,,*******************

  Business Response

  Date: 03/08/2023

  Good Evening -
  
  We reached out to the viewer today via email. We stated that we see that they were assisted by one of our agents on 3/6 and were provided a refund for their subscription.   We also advised them that we also found a secondary account under ****************** which we have canceled and processed a refund today.  They should expect to receive the refund in 3 to 5 business days.

  Thank you,

  Disney+ Customer Support

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 been contact Disney plus over and over for my proof of purchase email and digital code for my ******* movie that I bought, not sudscription but bought for 32.23 and they keep telling me since I purchased through ****** if have to contact ******, then they fixed it and the got a email and the code and I didn't. ****** said they only have information based on the purchase and Disney plus provides the digital code for ownership of the movie to be added to **** and movies anywhere. Now that they are just a streaming company they refuse to give it to be and have disconnected the conversation 3 times over chat and 2 over the phone when asked to speak to as manager.

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/09) */
  We reached out to the fan via Phone on 1/5/23 and left a voicemail. We emailed the fan on 1/5/23 to explain Premier Access and to offer a callback. The customer responded requesting a callback. The call was returned but the customer was again unavailable. A follow up email was sent after a voicemail was left explaining the status of their refund (1/6/23). The customer confirmed a valid card to be on file to process refund. A refund was processed successfully through their *********** account.

• Initial Complaint

  Date:12/22/2022

  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 was given a 1 year free promotion for a subscription for disney plus the represenative confirmed it and set us up last week. upon trying to use it today as we have a special needs child who likes the programming it was turned off. When calling them they refused to hoinor the promotion when I escalated they did not seem to care they said to take my business elswere and to escalate the amatter with you.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 8, 2023/01/10) */
  We attempted to reach out to the fan via phone on 12/28 and we were unable to get in contact with them and were not able to leave a voicemail. We followed it up with an email with our input. In the email we advised the fan that we have reviewed their case and all the contacts and that we would not be able to provide a year complimentary subscription to Disney+ and we asked to provide a best time and day to call them to speak about the issue. They responded the same day stating that when he contacted us on 12/14 where they gave them the temporary access that they were promised the year subscription to match the ******* offer (which is not what is stated in the 12/14 chat see attached transcript). We responded back to them on 12/29 that we reviewed the contact history letting them know that there was no acknowledgement from our agents that we would provide a free year subscription. They then mention that they have a were given a year subscription through ********. We advised then that we do not have any partnership with ********. They then mention that they were promised the year because we would match the offer from *******. We advised them that if they have a promotional offer from ******* that they would need to redeem through ******* but if they have a copy of the offer if they can provide it to us. We received no response. We sent an email on 1/6 to follow up to our last email so that we can then provide a response to the ***. The fan responded the same day stating "this issue is not resolved as of yet. Very disappointed that you failed to honor your word." At this moment in time we are not able to provide them with a year subscription as they have no valid promotion nor were they promised a year subscription by our support reps.