Account, payments & subscriptions

[832emanresu]

I'm having recurring charges from peacock but don't have an active subscription to the channel. The support page on support.roku.com will not work for me every time I attempt to use it (stuck on loading on the "Let's get in touch" page; I need either a phone number or email address to get in contact with an agent directly.

[RokuMary-F]

Hi @832emanresu,

Welcome to the Roku Community!

Have you tried clearing your cookies or cache or reloading the web browser or using a different one to access the Account-Billing Support page? Do you have a computer you can access the website with? As our billing Support, they are the best ones to help you out with that matter.

Keep us posted and we'll continue assisting from there if needed.


Best regards,
Mary

[HDMIGuy]

@832emanresu Have you logged into your Roku account on a phone or computer and checked your subscriptions?  If the subscription is listed you can unsubscribe there.  If you are able to login to your Roku account and the subscription is not listed, then the charge is not from Roku.

[Sillyrn]

Same issue had to resubscribe to cancel again but was charged for almost a year! 

I want a refund no I want logged in anywhere else 

[RokuMary-F · Accepted solution]

Hi @Sillyrn,

Thanks for posting in the Roku Community!

We also recommend that you course this through our Account, Payments & Subscription Support team here so they may be able to appropriately assist you with this matter.

We appreciate your patience with this matter.


Best regards,
Mary

[Tucker_4764]

I'm being charged for Peacock too and I don't have it. I canceled it. I was told they couldn't find my account but that they needed some numbers of my banking out , a screen shot of the charges, and some other things. I really have a problem with this. They can't find my account, email!? They taking my money. Something fishy. 

[knorrg]

I just discovered I have been getting charged monthly since July 2021. I have no subscription! I stopped payment through my bank but I'm upset about the 2 YEARS of charges! I logged on to the account to see my history and got charge $5.99! This is ridiculous!

[SBT]

Same here, there is NO WAY to contact anyone and the chat is NOT a live person. I sent screenshots of bank withdrawals and EVERYTHING that was asked, nothing!! Had to have my bank cancel my card and issue new one, my bank also reimbursed me for the five months of charges, but still, I will NEVER sign with anything affiliated with NBC and now I make sure that I can speak to a live person BEFORE I sign up for any streaming service 

[mj7484]

We did not sign up for Roku peacock. 

[RokuArjiemar · Accepted solution]

Hello! @mj7484,

Thanks for posting in the Roku Community!

We appreciate you reaching out to us about your unrecognized charge with Peacock. We're pleased to assist.

If you find charges you don’t recognize on your Roku® account or payment method or other charge that you want to dispute, try the following before contacting Roku Customer Support.

Confirm that your subscription is managed through Roku and not through another provider. Roku never charges for a Roku account or for customer support services.

Determine whether the subscription is managed by Roku

On your billing statement, check how the charges appear. All transactions from Roku will appear on your billing statement as “Roku,” “Roku for <app/provider>,” or "The Roku Channel."

If “Roku,” “Roku for,” or "The Roku Channel" is not referenced, it’s not a charge from Roku. For more information about a charge that didn’t come from Roku, contact your bank or card issuer.

Some subscriptions are managed directly by other streaming service providers (such as Hulu, Disney+, Netflix, and Sling) and not by Roku. You must reach out to that service provider directly with any billing questions. If you need to contact the service provider about a subscription, you can use our list of channel providers’ support websites.

You can check whether a subscription is managed by Roku by checking in your Roku account, on your Roku streaming device, in the Roku mobile app, or on your bank statement. Transactions from Roku will appear from either “Roku," "Roku for <Channel Partner>,” or "The Roku Channel" in your Roku purchase history as well as in your banking statement. If “Roku," “Roku for <Channel Partner>,” or "The Roku Channel" is not referenced, it’s not a charge from Roku.

On the Roku website:

1. Sign in to my.roku.com and go to My subscriptions
2. This page shows your subscriptions managed by Roku and options to either update them or turn off auto-renew to cancel them

On your Roku streaming device:

1. Press the Home  button  on your Roku remote
2. To find options to manage your subscription, you can do so in one of the following ways:

• From the Home screen
  • Use the arrow buttons on your remote to hover over and highlight the app that you want more information about
  • Press the Star  button  on your remote
  • Once you’ve accessed options, select Manage Subscription to view the renewal date and access additional options

If there’s a subscription you don’t recognize, it’s a good idea to review your purchase history to determine what the charge could be, such as:

• A charge from a free trial for a streaming subscription service that you didn’t cancel. Free streaming subscription trials automatically turn into paid subscriptions that are billed on a recurring basis. To avoid being charged for a subscription, you must cancel your subscription on or before the last day of the free trial period. If the charge is for a subscription that you no longer want, you can cancel the subscription to prevent future charges.
• A family member or roommate who shares your Roku device made a purchase without your knowledge. If you share your Roku device with others, you may want to create a PIN to protect against unauthorized purchases in the future.

Thanks,
Arjiemar