Account, payments & subscriptions

[kfinkster]

Hello,

I am trying to help my 91 year old grandmother cancel her Roku subscription.  She does not remember ever signing up for it, and is being charged monthly.  Due to the situation, she does not want anyone in her home so I cannot try to do it for her; have also tried walking her through it over the phone but she is very hard of hearing plus she does not have the Roku remote.  I've tried contacting Roku; they are not providing phone service right now nor can I submit an email request as I do not personally have an account.  My grandmother does not know how her account was set-up; so I cannot log-in for her.  Roku is showing that her email address does not have an account.  I'm at a loss!  I would really appreciate assistance from the community or - even better - Roku.  It is very frustrating to not be able to get ahold of someone when all else fails.

Thank you!

[RokuDanny-R · Accepted solution]

@kfinkster 

Thanks for the inquiry.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

[nucka2018]

I have an account I dont remember there would be a monthly bill ... I want that bill to stop ASAP ... why isnt there a phone number to call and cancel this order ...

I am 62 years old and i am turning this over for vulnerable adult services ...

I want this to stop today ...! 

[RokuKarla]

Hello @nucka2018

Thanks for getting in touch with us here at Roku.

Please see @RokuDanny-R's post above. They are the most qualified to assist you in this matter.
 

Regards,
Karla

[Victoria3]

I'm having the same problem with Roku. 100% impossible to speak to a live agent. Please stop pointing us to the same support site, one that lacks chat, phone, or email service. I've never known a company to be so incredibly protected from customer communication. Very unimpressive.

[RokuLianna]

Hi @Victoria3

Thank you for taking the time to inform us about the steps you have taken so far. We are sorry for any inconvenience this may have caused you. Although we would like to assist you, we want to ensure that you receive the best possible support for your concern, which can only be provided by our dedicated account and billing support team.  Thank you for your patience and understanding.

We hope you understand.


Warm regards,
Lianns