Account, payments & subscriptions

[steverosenstiel]

I attempted to use my card and it stated it didn't work so, my son used his.  Ultimately we were both charged for the same event on the same account and device.  I tried resolving through the support link but, all it does is say "Lets get in touch" and never loads after hours of trying.  Please help.

[RokuCarly · Accepted solution]

Hi @steverosenstiel,

A warm welcome here at the Roku Community!

We appreciate you reaching out to us regarding your billing concerns. No worries. Our Account-Billing team would be more than happy to sort this out for you. Visit our Account and Billing Support page and choose the "Account, payments & subscriptions" category. You should have the option to talk/chat/email to one of our live experts. In the meantime, your patience and understanding are highly appreciated. 

Feel free to let us know if there's anything else we can be of assistance with aside from this, and we'd be more than willing to listen and take immediate action, as your satisfaction is what we aim for. 

Kind regards,
Carly

[steverosenstiel]

Account, payments & subscriptions is not working for me.  That is the issue.  It will not load.

Thank you

Steve

[RokuJanadeeK]

Hi @steverosenstiel,

Thanks for keeping us in the loop!

If this is the case, kindly send us a PM here so we'll be able to assist further.

We hope to hear back from you.

Sincerely,
Janadee

[steverosenstiel]

I have not received a response via PM and the contact us link still does not work.  Could someone please contact me so I can get this refund.  It should already be refunded by now.  I am trying to be patient but, this is ridiculous.  It should not take this long to get money back on something that is this easily correctable.  Thanks

[RokuCarly]

We sincerely regret any trouble this may have caused you, @steverosenstiel.

Kindly check your inbox, as we have already sent you a PM regarding this matter. Furthermore, please don't hesitate to let us know if there's anything else we can do to assist you. We'd be more than happy to help you anytime with anything. Take care!

Kind regards,
Carly

[Chasescbj]

Me too! I was charged 3 times 

[RokuERey · Accepted solution]

Hi @Chasescbj,

A warm greeting here in the Roku Community, and we appreciate you reaching out about these charges that you have.

We would recommend taking a closer look at your account at my.roku.com and selecting "Manage subscription" to see if you're able to see those charges. If you still need a hand, we'll have our account and billing team handle this by contacting them directly through our Account-Billing Support page. Choose the options for "Account, payments, and subscriptions," and they are the best ones to help you out with that matter.

Simply let the Community know if there is anything else you wish to bring up.

Thanks,

Rey

[steverosenstiel]

I was finally given a phone number after multiple days.  I called in on Wednesday the 6th and was told I would have a phone call back or a refund within 24 hours.  It is now the 11th and nothing has been resolved.  Could someone please contact me?  This is ridiculous.

Thank you

[RokuERey]

Hi @steverosenstiel,

Thanks for getting back to us and for letting us know how it goes. We have reviewed your account, and one of the support teams has already handled this.

We would recommend continuing to work with them for further assistance, and we suggest checking your email from time to time.

Again, we really do apologize for the delay in our solution to this.

Thank you for your understanding!

Regards,

Rey