Account, payments & subscriptions

[Mick1313]

Roku let me down for the first/last time.
I saw an ad for a series I wanted to watch on the SundanceNow Channel. I go to my Roku, see they offer the channel and SundanceNow is even offering a free 7-day trial! Great! (I thought). The second or third click through the process even reassures, “Don’t worry! We won’t bill you until your free trial ends!” The way it should be, great! (I thought). Then it says how you can conveniently just log in through your already existing Roku account. How simple! WONDERFUL! (I thought). Well, not even 5 min later I get the weird feeling to check my bank account, and lo and behold, an exciting $65 charge from Roku/Sundance on my account and NO HUMAN BEING TO CONTACT. This is false advertising, and I will be disputing this charge with my bank. Just in case, I also immediately cancelled the subscription as well. 

[JohnBarleycorn]

Deal with a similar bank charges for

CBS ALL ACCESS COMMERCIAL FREE CHANNEL.

But odd thing is that there is also a channel for CBS ALL ACCESS with a 7-day free trial.

Even odder is that Roku/CBS All Access billing took place on day 2 of the 7-day free trial.

Due to no Roku response to customer service, I will contact my bank to investigate for fraudulent billing.  

Try your bank.  Your bank has the fiduciary responsibility to it's customers for these type of fraudulent billing of it's customers.

[RokuDanny-R · Accepted solution]

@Mick1313 @JohnBarleycorn 

Thanks for the information. I'm sorry to hear about the experience—that's not what we aim for.

For account and billing order 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

[Mick1313]

Thanks, but I’ve already reached out to them and they gave me the same avoidant response that you guys give to almost everyone on this forum. 
I responded back saying that I do not accept their response and I want my inquiry submitted to someone at a higher level. I’m not going to easily give up on this. What Roku does is wrong and insincere and I’m not putting up with it. 

[esanch01]

They only got me for 7.95 but still, it seems that they have no customer service right and they are taking our money

[Htinsley]

The exact same thing happened to me last night! I signed up for a 7 day trial to sundance now, and not 5 minutes later, the charge came through. And now my checking is overdrawn! I've emailed roku twice. First response was same that you got. Waiting on a second response now. I guess I'll try disputing through my bank as well. 

[RokuDanny-R]

@Htinsley 

Thanks for the post.

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

[JinnyB]

We were duped into this as well. Our account is connected to my PayPal account. I  tried disputing it with them and they denied the refund.  I guess I need to contact my bank as well.  We didnt even have the channel 24 hours because we saw that we had been charged. That is not how I do business. I even contacted the Sundance channel and they sent me back to Roku. 

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@RokuDanny-R wrote:

@Htinsley 

Thanks for the post.

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

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[JinnyB]

This isnt an acceptable response.   I emailed customer service 5 days ago and have heard nothing back. I want to speak to a real person, not an automated response 

[RokuDanny-R]

@JinnyB 

Thanks for the post.

Please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to assist every customer that is having an issue.

Thanks,
Danny