If you have multiple Roku devices, the first thing to check is whether they're linked to different Roku accounts. Check the email address that's displayed on each device under Settings->System->About. If that's not the problem, the next question is did you ever have an old device you gave away or sold?
Finally, moderators here will only direct you to https://support.roku.com/contactus and all I can say is, "Good luck" (as you've already observed). You may find it easier to deal with your financial institution, although customer service everywhere has become horrible or nonexistent.
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