Account, payments & subscriptions

[Zyaal8r]

Ordered MLB 1/2 price offer. Roku auto setup a free trial period - now the offer is expired and the full package cost double. Never asked for a trial period and Roku prevented me from renewing at 69.99 on the 7th day. 

Called customer support - went in circles for almost one hour with no resolution “terrible service!” Hard to understand agents who are not based in the USA. I was told to delete the app and cancel subscription and now the offer is not available. Called MLB and was told they can’t help because the payment was not made during the promotional period.

Very disappointed in Roku service for not being able to correct the problem they caused. 

[RokuAustin]

Hi there! It sounds like the free trial viewing pushed you out of the promo window pricing, is that correct? That does sound like a crummy experience. I've gone ahead and flagged you to an escalated member of our billing team who will reach out here to the email on file. As we're in a holiday weekend, give us just a few days, but send me a PM here if you don't hear back soon.

Thanks for sharing this experience with us, we appreciate it.

Austin

[Holidaze25]

Close to the Same issue … over an hour wasted while I typed to 4 different people, and of course each left the conversation.
I basically was told .. it’s cancelled & you need to buy it directly from the provider!! I asked for refund (I paid $149.99) of what was left in the season.. again the service agent left the chat! Ridiculous!! So disappointed in Roku! 

[RokuTakashi · Accepted solution]

Hi @Holidaze25,

Welcome to the Roku Community!

We're sorry to hear about the experience you had, this is not what we aim for. We want to assure you that we take your concerns seriously and are committed to providing you with the support you need. It might be best to reach out to our Accounts and Billing team to be better assisted with your concern. You can contact them at this link: Roku Support. Please take note to choose the option for the Accounts and Billing section to be redirected to their contact information.

All the best,
Kash