Account, payments & subscriptions

[Mi5]

This is the second time the “Roku Channel” charges me $9.99. I don’t know what it is for since I only pay for Disney + & all other subscriptions I have are free (Netflix & hulu). There needs to be a customer service phone number for customers to call! I can’t keep changing my card number every time this happens!!

[RokuKariza-D]

Hi @Mi5

Thanks for posting here in the Community!

For account & billing concerns, 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

[ErinSkywalker]

I keep getting charged for channels that I don’t even get! So frustrating, I had to cancel my bank card and I don’t want the same problem to keep happening as well!

[RokuKariza-D]

Hey @ErinSkywalker

Please accept our apologies for the inconvenience this has caused.

I would recommend following my suggestion posted above. Our billing team is the best ones to help you with your concern.

Thank you for your understanding.

All the best,
Kariza

[Cnmorgan18]

What about when you keep getting charged and it says no purchase history and no subscriptions but $51 in 3 separate charges is starting to really piss me off. Won’t allow you to talk to anyone then. @RokuKariza-D 

[StreamerUser]

@Cnmorgan18  @Mi5 @ErinSkywalker 

Call Roku Customer Service:    (816) 272-8106     choose option 1 (Accounts/Billing)

[ErinSkywalker]

The more I read the more concerning it is! I don’t feel secure using them for payments anymore, do you?

[StreamerUser]

@ErinSkywalker 

Call the number I provided - to see if they can resolve it, in certain instances, you need to contact your bank.

[makaiguy]

Keep in mind that scammers can call their bogus charges anything they like.  Don't assume that a charge that says it's from Roku necessarily is from Roku.

Using the email address shown via Roku path Settings > System > About, log into your account at https://my.roku.com.  Once there, check your subscriptions (where you can unsubscribe from any subscriptions you have through Roku) and Roku purchase history.  If  you have multiple Rokus, check Settings > System > About on all of them and if you have other email addresses shown, check those Roku accounts too.

Challenge any remaining unidentified charges with the financial institution through which these charges are arriving.  They can trace the charges back to their actual source.

[Mi5]

Yes , I did contact roku customer service and now I am awaiting for them to call back . Still they weren’t helpful because they kept asking what card I have on file and I said I changed it due to being charge in July for the same amount. It’s frustrating that I can’t have a roku with the fraudulent charges every month!