Account, payments & subscriptions

[Getrightdynasty]

I keep getting charged every month for the same thing at first I dismissed it thinking the kids ordered a movie or something but it’s happening every month. And when I look at my Roku account there’s no such subscription on there.

[Strega]

Most people in this thread think it's for HBO Max.

[atc98092]

Yes, it's almost always a subscription to HBO Max. That said, if Roku is billing you the subscription would appear on your user account web page. If there is no subscription listed there, then you aren't being billed by Roku, regardless of what your CC bill says. Scammers can make their bill list any name they want, and it has been reported that some scammers have been using the Roku name in their bogus billing. 

[RokuKariza-D]

Hi @Getrightdynasty

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

[Dearborn5136]

What am I paying for?

[RokuKariza-D]

Hey @Dearborn5136

I hope you're doing well.

Please check my post above. Our billing team will be able to assist you further with the charge. 

All the best,
Kariza

[Laceyfish]

I keep clicking on help with my bull ect. And it’s like I’m going in circles. I never get a direct answer on what to do. Or it says I should cancel my card it must be a scam. Well it says right on my bank statement that it’s from Roku Warner media glob. I’ve been getting charged $9.99 a month for a while now. I am on a very fixed income and can’t afford this money to be taken out. I have bills to pay.

[atc98092]

@Laceyfish It doesn't matter what the statement says. The scammers can make it way whatever they want. If there's no record on your Roku user web page of an HBO (or some other) subscription (which is more than $9.99 monthly anyway), then Roku is not billing you. Disputing the charge on your credit card is the only way to stop a bogus charge. 

[DBDukes]

@Laceyfish 

Go to https://my.roku.com/ and log in. Then, click the Manage your subscriptions link.

Do you see a subscription? If so, cancel it before you do anything else. However, I suspect you won't see one. If that's the case, then @atc98092 is correct that it's a scammer who has compromised your payment card information.

I worked in the payments industry for over 20 years. I offer that so you'll know that what I'm about to tell you isn't speculation. It's part of what I did for a living.

When a payment card transaction is submitted for payment, the merchant (that's how the financial institution refers to them) includes data about the transaction. It's supposed to be who the charge is for, and include contact information. But, they could lie. Seeing as how they're already stealing payment information, a lie on top of that isn't surprising.

So, assuming there is no legitimate Roku transaction on the Manage Your Subscriptions page, then it's a fraudulent transaction. Report it as such. And you're gonna have to go through the hassle of getting a new card and number.

Confirm what you find, and then take the proper steps.

[Alex-Roku]

Hey @Laceyfish, we just want to check in and see if you were able to resolve your billing issue.

If you are needing help please free to reply to this post or send a direct message.

And as always,

Happy Streaming!