Account, payments & subscriptions

[kellyobrien651]

I am losing my mind trying to cancel Peacock via Roku. I've read/done all of the suggestions on other posts and nothing is working. I only have one email address that this could be tied to - Peacock says no subscriptions, Roku says no subscriptions, how am I getting billed for something that does not exist on either platform? 

I pressed the * on the Peacock app on the Roku screen and removed the app. I can only imagine I am still going to get billed. There is ZERO way of contacting Roku about this, I've tried calling and there is no email address. I am not sure what else I need to do before looking into legal/class action - I just don't want to pay for a streaming service, you are getting a whopping $5 a month from me is that seriously worth creating a lambyrinth for people to navigate to cancel? LISTEN to all of the other people with the same issue... if everyone is having the same problem then FIX IT ON YOUR SIDE. 

I require a response to this either via email or on a private message. I am DONE with contacting your phone voicemail box that leads absolutely nowhere and following nonsensical directions to literally just cancel a subscription service. How can you be okay with treating customers like this? 

[andyross]

Was it working? If you had not deleted it, it does show what email account it is tied to. From the home screen, go to the user icon on the upper-left and hit OK for the user screen. Choose account on the upper right. On the bottom left of the account screen is the currently logged in account.

If you reinstall Peacock, and it automatically logs in, then your Roku subscription is still active. You can verify your Roku account. From the Roku home screen, go to Settings/System/About. It will be at the bottom of the first screen, or if you hit right for more details, it is at the top.

[kellyobrien651]

It is still working and billing me. I have no credit card tied to peacock and there is no subscription showing on Roku to cancel. I use Roku for other streaming services so it is obviously active. Your steps to follow on Roku did nothing as it just took me to system details... I don't need to know my Roku is active, obviously it is active as I am paying for something? 

I am also unclear what the objective of your first paragraph is telling me. I want to CANCEL my subscription not see if my account is active. It is active, I want to cancel, that is the problem. 

[HDMIGuy]

@kellyobrien651 Is it possible you have a second Roku account with a different email address?  When you open Peacock on a computer and click on account in the upper right corner you should be able to see your subscription, including payment method, upcoming payments, and payment history.  

[HDMIGuy]

@kellyobrien651 If Roku shows no Peacock subscription and Peacock shows no Peacock subscription, it is possible you signed up using another service like Amazon Prime, etc.....  If you signed up with someone else neither Peacock or Roku can solve the problem.

[kellyobrien651]

I only have one email address

[kellyobrien651]

I signed up via Roku, the peacock account still shows up on Roku

[HDMIGuy]

@kellyobrien651 When you indicate the Peacock account still shows up on Roku do you mean when you login to your account on a computer or when you use your Roku device?  I have several apps that I use on my Roku devices that I subscribe to from someone other than Roku.

[nomas]

I have the same problem. I signed up for Peacock on and cancelled it at the end of the month, but somehow received duplicate charges for Peacock the first month (two slightly different payments) and only one cancelled when I canceled Peacock. I am now receiving recurring, monthly charges "Roku for Peacock" that are not listed on my Roku account and I do not have a Peacock account anymore, so I have nothing to log into. I cannot get ahold anyone helpful and the email service wants an unholy amount of personal information to be able to take action. Ridiculous. 

[RokuReynan-L · Accepted solution]

Hi, @nomas.

Welcome and thank you for posting here in the Roku Community!

We'd be happy to assist you in canceling your subscription.

Have you tried checking the email address associated with your device? This might be the reason why you cannot see the subscription on your account. 

Here are the steps to check the email address on your streaming device: Home > Settings > System > About.

You may also follow these steps to review your subscription:

1. Sign in to my.roku.com
2. Go to Purchase history & invoices
3. Review your invoices for Content or Products

If you still can't locate the subscription on your account, you may contact our Account and Billing Support team for further assistance. Visit the Account and Billing page and select the "Account, payments & subscriptions" category. You'll have an option to chat or call us.

We hope you find this information helpful.

Regards,
Reynan