Account, payments & subscriptions

[klat0n]

I have been charged for Disney Plus by both The Disney Company (6.99) and Roku (7.27) for multiple months. How do I get a refund?  

[RokuDanny-R]

@klat0n 

Thanks for the post.

Do you have a Disney+ subscription? How are you subscribed? Are you subscribed through Roku Pay or through the channel provider directly? From the sounds of it, it looks like you have two subcriptions.

Please keep us posted what you find out.

Thanks,
Danny

[HH2]

What ever happened with your refund request?

How did the double billing start? Did you one time (after subscribing to Disney) access the Disney channel through Roku and give them authority to charge your credit card?

[quasinil]

Did you ever get a full refund? I just found out the same has been happening to me since 2019.  This is why everyone says to never do the free trials....

[RokuKariza-D]

Hello @quasinil

Thanks for the post.

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.

All the best,
Kariza

[SherryDeEtte]

The same thing is happening to me! I contacted Disney and they said it appeared I only have one subscription so there's nothing they could do. Roku essentially said the same thing but said they sent a request for a refund. I still haven't heard an answer. After thinking about it a while, I think I know how it happened. My fiance made the subscription through the Disney app. He eventually canceled it but I wanted it back so I reactivated it through roku and have been charged by both companies ever since. I better get my money back!!!!! 

[quasinil]

Hi Sherry,

So Roku ended up crediting me a couple months worth, and then I just called my credit card company and disputed all the other ones.  It took a little while because I had to dispute each month one at a time (about 12 months worth), but eventually I got the money back and the duplicate account charges are fixed.

[Jason1974]

I got double charged for disney plus too. Now roku won't let me email call or anything. $79 was tookoff my account and they didn't even ask for the 4 digit pin that I have set up for all purchases. I feel like I'm getting scammed. 

[RokuMary-F]

Hi @Jason1974,

We appreciate you reaching out to us. 
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.

If you still need help, please don't hesitate to keep us posted.

Regards,
Mary

[Mccarlej]

The same thing has been happening to me only they were charging annually so it was harder to catch. Roku says if it is not caught within 60 days then they will not refund the money as the “funds are no longer available.” So far it does not look promising that Roku will be willing to correct this error without legal action so beware of allowing Roku to bill you.