Account, payments & subscriptions

[rchauv]

I have been watching the VIKI channel for years thought my ROKU device and paying with and annual pass to VIKI directly.   Not quite a year ago, I lost the ability to make the connection and I was told by ROKU that I had to buy a subscription though them if I wanted to continue to receive VIKI.  

It is important to my ESL wife to have this working and I paid for the ROKU subscription as well to restore the service without interruption.  The service was restored but now I am being doubled billed because ROKU, while promising that it would stop the double billing continues to drop the VIKI connection at the end of every month and I have to go through the torture of signing up again and getting billed again.

If anyone has any advise on how to stop the very annoying and unfair activity by ROKU, I'd appreciate the help.

[RokuMary-F]

Hi @rchauv,

We appreciate you reaching out to us and we're very sorry to hear of the troubles.
For these issues, it may be more effective for you to get help from our billing team. Please contact them directly at https://support.roku.com/contactus. Choose the option from the drop-down menu for "Questions about my account or billing," and you'll be able to send an email request there.

Thanks for your patience regarding this issue.
 

Best regards,
Mary

[rchauv]

Unfortunately Mary-F, none of that stuff is working for me any more.  Previously I had communications with Margie samson on sept 16, Harvie pineta on sept 26 and Jeanne Kathleen dela cruz on oct 10th.  All were cordial and the last indicated a refund was sent.

But the problem has never gone away and now I can no longer communicate that way.  I would be willing to be double billed if that would fix the situation as we are very old seniors and house bound due to the virus situation.

If as a Roku employee, you could exert your influence to get a resolution, I would be extremely grateful. My email address in on file if you would like to email.  (I don't have a fancy smart phone.)

PLEASE HELP ME!

[RokuDanny-R]

@rchauv

Thanks for the follow up.

If you are in touch with our Support team regarding your Account and Billing related issue, we would recommend continuing to work with them as they would best be able to assist you moving forward.

Thanks,
Danny

[rchauv]

And now apparently I'm blocked by saying more by the forum moderator.  It figures

[rchauv]

Hi, 

Thank you for contacting Roku customer support. I understand that you want to get the Viki Pass application to Roku. 

Please be informed that you can only add the channels available in our Roku channel store. 

Please check the link below to know about the Viki application on the Roku channel store:
https://channelstore.roku.com/details/d7d2712b1cc9f5f4293dfa2ba343234f/viki

Thank you for choosing Roku, have a great day!

This is the useless kind of help I get from Roky Customer Support.  It doesn't even comprehend my problem

Regards,
Saranya
Roku Customer Support

[rchauv]

Good news, your refund is on the way

We're sorry to hear that you didn't receive your item from Roku, Inc., and we've sent a refund of $10.81 USD. It might take some time for the refund to show up on your original payment method.

We'll work with the seller to resolve this issue, you don't have to do anything else.

Thanks for being a PayPal customer.

This is the only way I could get any satisfaction from Roku