Account, payments & subscriptions

[Phellowship]

So fair warning this is got me bugg’n. i went to my roku account today fir 1st tine in at least a year went to purchase history & theres like $500 in streaming service charges that were not done by me of course sweat starts building on my forehead &  i was a bit panicked at 1st because it shows. a $99 charge for paramount+ last wk & $99 for hbomax  today so I nervously checked the payment method only info shown is last 4#s of CC used & the  exp.#s no name nothing i confirm that i don't have any cards ending in those #s so im relieved but super confused. ive heard of hacking act. & selling them but why would someone hack my act. but use there own credit card to buy upwards of $500 + in streaming services. any insight here would be amazing. Also what d I do about it I’ll admit I did think well no harm no foul let’s take advantage of all these free streaming services lol. But I don’t want anything to do with this something is afoot. Thanks 🙏 in advance 

[MilesT]

See if there are other roku devices linked to your account. And report to Roku, change your password to a strong one, check email address on account, and delete the unrecognized card..take  screen shot/photos for each step and keep logs of contacts, get names.

Neat trick to use a stolen card on someone else's Roku account to fund a device located wherever.

I do hope you haven't used the same password for more than one account, which is how a hack might have happened.

[makaiguy]

First thing I'd do is log into my Roku account, scroll down, and look at the list of linked devices.  Make sure they are all ones recognized as belonging there.  You can unlink any unrecognized devices there.

While there, it would be a good idea to change your Roku account password, and change to a different email address if you have another you can use.

If it really was a hacker who had obtained your email and Roku password to get into your Roku account, he/she may also have obtained stolen cc info from someone else and used that.

[Phellowship]

So basically there using my account with a stolen credit card in an attempt to hide from criminal liability is what your saying rt. I agree that was my thoughts so you recommend I take the screenshots to protect myself correct? One more question what’s the best way to report to roku is there a fraud department? Thanks very much grateful

[MilesT]

Right on the first two points.

Don't know about the third, but may be wise to write a letter (on paper) and post to Fraud Dept at Roku headquarters, with proof of posting/registered post.  Then you are covered.

Include a printout of this message thread.

Surprised a Roku employee mod has not stepped in on the thread already.

[makaiguy]

Bringing this to the attention of Roku employees @RokuDanny-R & @RokuKariza-D 

Hopefully they can assist further.                           

[RokuKariza-D · Accepted solution]

Hey @Phellowship

Thanks for posting here in the Community.

For this kind of concern, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.

All the best,
Kariza