Account, payments & subscriptions

[abujafam]

Hello Roku Community,

I'm reaching out today with a rather perplexing and frustrating issue. Since last October, I've noticed monthly charges on my credit card statement from Roku, a company I have not knowingly subscribed to or registered an account with.

It's important to mention that I haven't been in the United States since August, prior to the commencement of these charges, and I certainly did not initiate any subscriptions or payments during my time there.

To complicate matters further, I have found myself unable to contact Roku directly to resolve this issue, since I don't have an account with them, or at least, I haven't consciously created one. I'm also at a loss as to how Roku obtained my payment details in the first place.

I've attempted to get assistance from my credit card company, but unfortunately, they haven't been able to help rectify the situation.

I'm posting here in the hope that someone from the Roku team or the community might be able to guide me on how to resolve this issue. Any advice on the steps I should take to investigate this matter further, or who I should contact, would be incredibly helpful.

I'd like to understand how these charges came about, how Roku received my payment details, and most importantly, how I can stop these unauthorized charges from continuing.

Thank you for taking the time to read this post. I'm looking forward to your assistance and support in resolving this matter.

Best, 

Mohammed

[RokuArjiemar · Accepted solution]

Hi! @abujafam,

Thank you for reaching out to the Roku Community!

We apologize for the charge that was applied to your account without your permission. This is not the experience that we aimed for. No worries, we'll make sure to straighten things out.

Our billing team would be happy to assist you directly. You can reach them by phone or live chat at http://support.roku.com/contactus and choose the option for "Accounts, Payments, and Subscriptions.

Please keep us posted on what you find out, and we will be more than happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar 

[abujafam]

Hello Arjiemar,

Thank you for your prompt response and the assurance to resolve this issue. However, there seems to be a misunderstanding. As mentioned earlier, I do not have a Roku account, and therefore, I cannot log in to reach the live chat or phone support through the link you provided.

Is there an alternative way to get in touch with the billing team? Preferably, a direct email or a phone number that does not require account authentication would be greatly beneficial.

Your assistance in this matter is much appreciated, as I am eager to rectify this situation as soon as possible.

Thank you for your understanding and cooperation.

Best, Mohammed

[RokuTakashi · Accepted solution]

Hi @abujafam

Thanks for keeping us posted!

We totally understand the situation you're in. Regarding your concern, it's indeed best to get in touch with our Accounts and Billing team for further investigation of this situation. You can reach them at this link: Roku Support. Make sure to select the option of the Accounts and Billing section to be redirected to contact information.

All the best,
Kash

[reindeer]

your customer service on line does not work....the next page just shows "loading"....alot of us have unauthorized charges monthly that keep reoccurring and there is no phone nor on line assistance to get refund and help. your tel number directs custimers to on line. your "do not renew" subscription buttons are not working....they still show active and are not authorized subscriptions, we do not even know what some of these are....discovery+? never seen it....havent watched Fox for 15 years and being charged for Fox Nation, what the heck is going on? Roku obviously does not want to talk to any customer. If this is happening to us how many millions is this also happening to?

[reindeer]

your accounts and billing department cannot be contacted, when you go to the site and it says "contact us" --nothing. Again, Roku does not want to talk to any customer nor give any refunds for unauthorized charges reoccurring monthly.  This is outrageous and everyone needs to take action to stop Roku from this unauthorized charging to our accounts.  Where are you customer service, billing? What is your response, we need refunds immediately!

[RokuArjiemar · Accepted solution]

Hello! @reindeer,

Thanks for the post,

Our billing team would be happy to assist you directly. You can reach them by phone or live chat here and choose the option for "Accounts, Payments, and Subscriptions. Then choose the option Question about the charge, and then click the Contact Us option.

For more detailed information about any unrecognized charges, please click here.

Thanks,
Arjiemar