Account, payments & subscriptions

[frustrated547]

I am trying to cancel a HULU subscription purchased through ROKU. The "manage subscriptions" tab says I have no active subscription, but I am being charged. When I try to contact customer support, I get the "spinning wheel of death". Please help! I don't want to have to cancel my credit card because of this.

[RokuEuniceL]

Hi @frustrated547,

Greetings from the Roku Community!

We understand that you are having problems canceling your subscription. To be better assisted with your billing and subscription, you can contact our Accounts and Billing team since they are the specialized department to best cater to your inquiry. To contact them, kindly refer to this link here. Select the Accounts and Billing option to be directed to their contact information.
Best regards,

Eunice

[frustrated547]

I appreciate the reply, but maybe I wasn't clear about the problem. When I click through the link you provided, I get to a "manage subscriptions" page that says I have no subscriptions. When I look at the billing page, though, it is clear I am being billed for HULU. When I try any combination of customer support choices that should lead me to an online chat with a real person, I get a "spinning wheel". I have been at this for two days now, and every avenue has been a dead end! I am unable to contact anyone who can help me.

[RokuERey]

Hi @frustrated547,

Thanks for your prompt response!

Have you tried choosing the "Talk to us" option? You'll be able to find the phone number for our Account and billing team.

Let us know if you need a hand.

Thanks,

Rey

[frustrated547]

I have not seen a "Talk to us" option anywhere. Could you point me to it? Or better, could you post it here?  When I searched for their number online, I found several reference that explicitly stated that Roku customer support could not be reached by phone, only live chat, and that any such numbers posted on various "help" sites were incorrect.

[KW4]

Did they ever respond?? I'm having the same issue. 

[frustrated547]

After TWO DAYS, I finally got hold of ROKU through a chat. They said I had to cancel directly through HULU and gave me a contact number and subscriber ID number. I called the phone number for Hulu (it worked) but they did not recognize the Subscriber ID number. After providing some identifying personal information, HULU was able to identify and cancel my account.

I WILL NEVER SUBSCRIBE TO A STREAMING SERVICE THROUGH ROKU EVER AGAIN! They make it easy to start and very difficult to cancel.