Account, payments & subscriptions

[Keleahmaples97]

CHARGED TWICE FOR AN EVENT THAT WOULD NOT PLAY!!! IS THERE A PHONE NUMBER TO CALL TO DISCUSS THIS AND GET IT FIXED?

[RokuJechealR]

Hi @Keleahmaples97,

A warm welcome to the Roku Community!

We're sorry to hear your concern about the UFC 292 channel being charged to you twice and still not playing. For these issues, getting help from our account billing team may be more effective. Please contact them directly through our Account-Billing Support page. Choose the options for "Account, payments & subscriptions," and they are the best ones to help you out with that matter.

If you need any additional help, we'll follow up to continue assisting you.

All the best,

Chel

[Tscrooks]

I have been calling for 2 days! This is a known issue and customer service is blaming ESPN. I spoke with ESPN and they were only paid once so why do I need approval for them for a refund? Feels like Roku is trying to keep my money.  Very crooked. I have been nice and explained my frustration over 6 phone calls with Roku and agents go on mute and disconnect me. They say no supervisor is available.  ROKU THIS IS STEALING!!

[RokuArjiemar · Accepted solution]

Hello! @Tscrooks,

A warm welcome from the Roku Community!

We understand that you may be confused about a charge on your account, and we are here to help.

To receive direct assistance, we recommend reaching out to the Roku account and billing team. They have multiple support channels, including email, chat, and phone, specifically dedicated to helping customers in similar situations. To contact them, please visit the website provided here and select the "Account, payments, and subscription options" tab. They will guide you through the necessary steps and provide the necessary help.

Please don't hesitate to reach out to them with any payment or account-related concerns, as they will be better equipped to address your specific situation.

Thanks,

Arjiemar

[Tscrooks]

Please read the posted message before offering a canned response.  This is not helpful and demonstrates your lack of understanding and ownership. 

[HDMIGuy]

@Tscrooks You want Roku to refund two charges.  You stated that ESPN was paid once.  So are you asking Roku to refund two charges and then have Roku get a refund from ESPN?  It seems obvious to me that you need approval from ESPN to get a refund since ESPN was the provider of the program that failed to play.  Just so you are aware I am not an employee of Roku but just a customer like you.  Based on my experience I find it hard to believe that six different Roku customer reps put you on mute and disconnected the call.  I hope you get this resolved but I suspect there is more to this story.  

[Tscrooks]

I find it odd that you would troll my post, especially without reading it fully. 

I have been in contact with ESPN as well and they were only paid once. 

I was charged twice by Roku so it makes no sense why ESPN would need to approve a refund for Roku's double billing. 

I have been kind and firm when communicating with agents as they too are not listening. When they are stuck with no script for this issue they go on mute and disconnect. Its not hard to believe, try calling yourself. 

[crisj]

This exact same issue happened to me. Tried to order the 292 PPV a couple of times, got the error message of purchase unsuccessful and to contact ESPN - I called them and they assured me I would not be charged as the fight never played - i then got charged twice as well! I called ESPN back in the morning when both charges appeared on my bank account. They let me know that they had no problem refunding except I used ROKU and had to contact them. So contacted ROKU - took forever to get through, same thing they needed ESPN+ to approve it - then I got a nice agent from ESPN+ to call ROKU with me and they told him no as well that it could only be done on email. but that I would get the refund of both charges back in 3-4 days. Here is it Thursday and no money back and no email back from ROKU - frustrating 

[RokuReynan-L]

Hi Community Users,

We are locking this thread because the information may need to be updated.

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