Account, payments & subscriptions

[Dustin656]

I keep getting charge $11.99 per month for Roku for Hulu even though I've never had a roku account. I couldn't get help from hulu and I cant get any help on the live chat because I don't the roku account that it is on. I dont feel like having to pay even more money to put a stop order in so a refund would be good. I have the car numbers registered to my bank account so if it could be tracked and stopped I would be very grateful.

[RokuMary-F]

Hi @Dustin656,

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.
Thanks,

Mary

[Dustin656]

When I select all of the options it says that there are 0 invoices available.

[rexdstock]

except your stinking company still keeps stealing... You don't do any follow up. Thieves

[rexdstock]

same here... imagine the millions these thieves make every month... Where's the customer service response? No phone numbers. Account doesn't exist, but it does, then it doesn't, and then they take/steal more money... What a bunch of crooks. 

[rexdstock]

Doesn't work, Mary. Are all of you incapable of real customer service? You freaking thieves!!!!!

[DBDukes]

@rexdstock 

If you don't have a Roku account, then Roku isn't billing you. But here's the thing. You do have a Roku account. If you can log on to this forum, you have a Roku account. So, you need to rethink things.

If you were billed before you set up this account, then you have a situation where a scammer is using the words "Roku" in their description they submitted to your credit card. Scammers can put "Roku," "Google," "Hulu," "NASA," "Queen of England," or anything they want. It's a free text description and can say pretty much what they want it to say.

If you were billed prior to having a Roku account (and to be clear, you do have one because you're logged in here), then it's a scammer doing this and you should talk to your bank/credit card company about it.

Now, one other thing to check. Since you have a Roku account, you should be able to go to https://my.roku.com/ and click on the Manage your subscriptions link. If there are no subscriptions, that confirms it's not Roku billing you. If there is something there, that needs to be researched.

[Dizzie]

Yet the phone number on my bank statement connects to roku.  Rethink that!  We have been paying someone (roku for hulu) 20 bucks a month since December 2020 when I canceled my free trial.  Roku sends me to hulu and the circle continues.  Bank says I will have to change account number to stop it, which means all my account numbers with other LEGIT  businesses have to change.  I would think roku and hulu would like to keep their names clean and figure this out!

[DBDukes]

@Dizzie 

Again, if it said "Google" that does not mean that Google was the one that billed you, as scammers can put whatever they want. They could even add the telephone number 855-836-1987 which, by your logic, would mean it was Google billing you. But it wouldn't be, it would be a scammer providing the text "Google" and the telephone number "855-836-1987" which is Google's.

It's simply a scammer and you're falling for it, you're digging in, insisting that the scammer is the one telling the truth. You really should think this through. By your actions, you are continuing to go down the wrong path, despite my and other users' best efforts to suggest proper ways to resolve this and perhaps get your money back. But, it's your money. If you aren't willing to do what it takes to find out who is really billing you, and then that's totally on you.

Personally, I wouldn't be a willing victim, or a cooperating victim. Personally, I'd listen to those that can offer proper advice and try to find out what's really going on. But, that's me.

Yeah, it's bad when scammers compromise your credit card information. But blaming someone that is in no way responsible for it is really not the best approach to take. Roku isn't billing you. Roku doesn't have your money. Roku isn't responsible for what's going on. Some thief is, and you need to do what it takes to stop them and get your money back.

A review of your security processes, to include passwords (reusing passwords is a bad bad bad idea) and such, may be in order to ensure that you aren't in some way at least partially responsible for the issue yourself. That's not to say you are, but a self-review is something everyone should do periodcally anyway, just to be sure. Assuming you're practicing good behavior with your financials, it may be that a store, restaurant, or some other business was compromised, and they could be the source of all this trouble. You may never find out where all this began, but if there is nothing listed on your Roku account, it wasn't with Roku.

[RokuDanny-R]

@Dizzie

Thanks for the post.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny