Account, payments & subscriptions

[texmansru47]

Now three times I have had my Boomerang account cancelled without me cancelling it.  I resubscribe then it is cancelled again 1 month later and I have auto renewal on.  WTH?  Seriously.  Then I try to chat I get a 9 minute wait message, they I get someone in India, that slowly responds to the point that they just stop.  I tried to call and I get a 16 minute wait time... then hung up on.  

Sorry Roku you have the worst customer service and you are the poster child of why NOT to outsource services.  Someone needs to contact me ASAP about this or I will start to see what my options are legally.  To me canceling my accounts out of the blue is a sign of your service being hacked... You need to respond to me ASAP! 

[RokuReynan-L]

Hi, @texmansru47.

We're sorry to hear about the inconvenience and experience you've had. No worries, we're here to help.

To start, do you have another streaming device associated with your Roku account? Also, does someone else have access to your streaming devices or your Roku account?

The Roku streaming device associated with your Roku account mirrors the subscriptions and its channels. Someone might have tried to remove the channel and canceled the subscription.

Note: Never post any personally identifiable, private, or sensitive information publicly, including passwords, email addresses, or payment information. Community content is visible to all Community members.

Please keep us posted.

Regards,
Reynan

[texmansru47]

The overall answer is no... I am the only one who manages the account.  My wife will add programs that I often remove but as for Boomerang Only I have access to cancel it and I have not been doing that.  It now has happened 3 times and it needs to stop.  I am not sure what Roku is doing but your customer service solutions need serious updates.  You cannot get on a chat well, and you definitely will have to wait on a call for over 30 minutes and that is complete BS.

Roku used to be a great service and I like it but either you got too big too fast or outsourcing was not the smart play.  Regardless a complete overhaul is needed it seems.  

I do not want to see another cancellation without my approval.  

[texmansru47]

I literally just got another email that my Boomerang subscription was cancelled.  FIX THIS **bleep**!  OR I will.  To operate in America there are guidelines and by cancelling people subscriptions without permission is a serious violation.  Reset my subscription NOW!   and leave my account alone!

[RokuReynan-L]

Hi, @texmansru47.

Greetings from the Roku Community!

We understand and hear your sentiments. No worries, we've already forwarded this to our appropriate Roku team for review. We'll let you know once we have an update.

In the meantime, we appreciate your patience and understanding as we work on this.

If there's anything else we can do to assist you, please let us know.

Regards,
Reynan

[RokuReynan-L · Accepted solution]

Hi, @texmansru47.

Greetings from the Roku Community!

We already have an update regarding this case.

We wanted to inform you that the Boomerang channel is moving to the Max channel. As a result, your Boomerang subscription will be canceled, but don’t worry—your subscription will be automatically updated to an ad-free Max subscription. Thank you for your understanding, and we’re excited for you to enjoy the new content available on Max!

Furthermore, you may visit this support article on how to watch Max on your Roku streaming device

We hope you'll find this information helpful. Let us know if you still have any questions.

Regards,
Reynan

[Raywoodn]

I need to cancel my subscription because I can know longer use it at my present address the hurricane damaged my house so it no longer livable 

[RokuReynan-L]

Hi, @Raywoodn.

Welcome to the Roku Community!

We understand that you wanted to cancel your subscription. We'd be happy to help.

Here are the steps on how:

1. Sign in to my.roku.com
2. Go to My Subscriptions.
3. Under Active subscriptions, select the subscription you want to cancel.
4. Select Manage subscription and then select Turn off auto-renew. 
   Turning off auto-renew means you've canceled your subscription and you will not be billed for it in the future.

Furthermore, you may visit this support article on how to turn off auto-renew and cancel a subscription

Hope this helps!

Regards,
Reynan