Account, payments & subscriptions

Get the help you need with the My Roku Account log in, Roku billing, subscription questions, and more. Join the community discussion for more assistance.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Todd7717
Newbie

Unauthorized payment on my credit card

I received a reoccurring charge for cbs on my credit card but it does not ship up on my invoice.  The only way to dispute the ongoing charges are to remedy it with Roku or order a new card and dispute it.  I would actually like to speak with a live person on this issue. 

0 Kudos
9 REPLIES 9
HDMIGuy
Roku Guru

Re: Unauthorized payment on my credit card

If you have not logged into your Roku account and checked you subscriptions you should do that.  If the subscriptions does not appear on your Roku account the charge is not from Roku and they can not help you.  You need to determine who is charging your account.

0 Kudos
RokuMary-F
Community Moderator
Community Moderator

Re: Unauthorized payment on my credit card

Hi @Todd7717,

We appreciate you reaching out to us. 
For these issues, it may be more effective for you to get help from our billing team. Please contact them directly at https://support.roku.com/contactus. Choose the option from the drop-down menu for "Questions about my account or billing," and you'll be able to send an email request there.

In addition, we also recommend checking this support link to review unrecognized charges: What to do if there is a charge you do not recognize | Official Roku Support 

You may also manage your subscription at my.roku.com 

Please keep us posted on what you find out.
 

Best regards,
Mary

Mary F.
Roku Community Moderator
0 Kudos
fhollister
Newbie

Re: Unauthorized payment on my credit card

Feb 12 6.54 

Feb 7 5.45

one of these is for dove which I want to cancel

the other charge is for faith and family which I do not order and I want the charge put back on my credit card. We already have faith and family through my wife’s account

0 Kudos
RokuKariza-D
Retired Moderator

Re: Unauthorized payment on my credit card

Hey @fhollister

Thanks for the post.

We'd recommend following the suggestion posted by @RokuMary-F above. Our billing team is the best one to help you out with this matter. 


All the best,
Kariza

Kariza D.
Roku Forum Moderator
0 Kudos
tvwatcher8
Newbie

Re: Unauthorized payment on my credit card

I have the same issue.  Charge on my card for: "Roku for CBS Interactiv" for $5.34.  I log into Roku and don't see any subscriptions.  Can you help?

 

0 Kudos
DBDukes
Community Streaming Expert

Re: Unauthorized payment on my credit card

@tvwatcher8 

I'm tagging @Hector-Roku so he or one of the other Roku folks can follow up. I'm just a Roku user, but I do have some experience in the payments industry, so let me offer this.

If you logged into your Roku account and don't see a Roku subscription or previous charge, then it's a safe bet that Roku didn't actually make the charge. So how can that be?

What likely happened is your payment card information has been compromised, and someone used it and submitted Roku's name along with that. You see, the description on your statement is simply a free text field. The thief can put anything. I say again, anything. Yes, anything. And being a thief, they'll also tell a lie. So, they put Roku in the description. That way, you're spending time chasing down the wrong avenue.

What you should do is contact your bank about a fraudulent transaction. They'll likely want to issue a new card number, which is a good idea, since yours is now floating around the Internet.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

Hector-Roku
Retired Moderator

Re: Unauthorized payment on my credit card

Thank you for the tag @DBDukes! We're more than happy to help dig and find which account you're receiving the $5.34 charge from @tvwatcher8. The "Roku for CBS Interactiv" is typically the type of description you will see associated with charges coming from Roku. To get more information on this, we will be sending you a private message here on the Roku Community. Please keep an eye out on the mail icon at the top of your page for a notification that we have sent you a message.

0 Kudos
Lovelady
Newbie

Re: Unauthorized payment on my credit card

I don’t know what I’m being charged for and can’t find a number to call

0 Kudos
atc98092
Community Streaming Expert

Re: Unauthorized payment on my credit card

@Lovelady see the responses above. If you log into your Roku user account (https://my.roku.com) and there are no subscriptions listed there, then Roku isn't charging you. If you do see something there, you can change/cancel it from that location.

If Roku isn't charging you, then they can't help you resolve the charge. You need to contact your CC provider and contest the charge. See the post from @DBDukes just above yours, as he explains what might have happened perfectly. 

Dan

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee, just another user.
0 Kudos