Account, payments & subscriptions

[AL5]

I was charged $6.99 for Disney+ via my credit card on 5/24/20.  I looked under my active subscriptions and none are showing for me to be able to cancel this.  I called Disney+ and they have no record of my email address for an account associated with Disney+.  I am the only ROKU account holder in our house.  I want this cancelled.  Roku phone lines are not operational.  I attempted an email and that isn't working either.  Suggestions....other than credit card dispute because the charge will continue to happen unless it is cancelled.   

[RokuDanny-R · Accepted solution]

@AL5 

Thanks for the information.

If you checked your Roku account online and do not see an active subscription for Disney+, you either subscribed to Disney+ under another Roku account, or you subscribed to Disney+ through the channel provider directly.

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 further assist you.

We would also recommend reaching out to Disney+ support to inquiry if you have a subscription through them directly. You can reach Disney+ support here: https://help.disneyplus.com/csp

Thanks,
Danny

[AL5]

Danny,

We only have 1 ROKU account and I did contact Disney.  They said I had to contact ROKU because the charge on my statement reads “ROKU for Disney Electronic”.  I have disputed it through my credit card since no-one seems to be accountable for unauthorized charges. 

[JeffTank]

DID this ever get fixed? I am having the exact issue. Roku shows Disney plus as cancelled in March 2020 but I have been charged monthly ever since. I have tried to get help but  no one will help. I would like it cancelled and my money back for all these months. 

[RokuDanny-R]

@JeffTank 

Thanks for the inquiry.

Who is charging you each month? Does the charges say they are from Roku or from Disney+? Have you tried contacted Disney+ to see if you currently have an active Disney+ subscription through the channel directly?

You can reach Disney+ support here: https://help.disneyplus.com/csp

Please keep us posted what you find out.

Thanks,
Danny

[AL5]

Jeff,

I was never able to reach anyone at ROKU.  I just kept getting an automated generic response.  I had to do a credit card dispute.  It solved the problem but I had to get a new card in order to keep the charges from happening monthly.  I did not sign up for the Disney+ and never authorized the charges.  Hope you get your issue resolved.  

[Maxedwell]

I have the same problem and Roku won’t answer the phone, there is no e-mail, and going to the on-line help is stupid and endless circle without answers. Getting pretty frustrated with them! Hey Roku: What are we paying for? The community to answer your questions? What if they don’t have an answer? Apparently this is happening to several people. Can you pretend like you care about your customers and allow us to contact you directly like most normal businesses?

[Maxedwell]

Yup. Same problem here. Danny: quite posting here if you can’t help us. There is NO help to be found online for this issue at your website!

[Maxedwell]

“Danny” - several of us are having the same problem. There is no help to be found in the community and your help section on-line does not have the answer. Can you please give us some way to contact someone there who gives a dang? Can you sense our frustration with Roku? I’ve been charged for something I didn’t order - it shows up on my Credit car billing but when I log into my Roku account, it says I have no active subscriptions. It appears as Roku Disney Electric

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

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