Account, payments & subscriptions

[smellsworth]

I bought a tv with Roku put in my credit card info. 

The memory was not reset so there was an unauthorized email under a subscription.  I removed the email with a factory reset.  Now how do I cancel the subscription, because when I go in under my account it says I did not order it?

[Strega]

You said in other posts that you bought this from your daughter and it was already signed into her account so I assume that's where the subscription is.

[smellsworth]

No spoke with my daughter she has no idea who zombieguyeat@yahoo.com is?

[Strega]

That sounds more like someone called someone on the phone to set up their Roku.  (ie: got scammed.)

That email address sounded familiar so  i searched and it looks like you or your daughter found the same scammer that got this person:

https://community.roku.com/t5/Accounts-Billing-Orders/Unauthorized-email-on-my-roku-tv/m-p/629961#M8...

[RokuDanny-R]

@smellsworth 

Thanks for the posts.

We would recommend contacting your card provider to dispute the charges and explain to them the issue you are experiencing as you will not have access to the account that you have made subscription charges to.

Thanks,
Danny

[smellsworth]

Yes, Thank you, Danny, I already contacted the credit card company and they are going to refund the money for this month.  However, it is a reoccurring charge.  Hope I do not need to do this every month. 

Hopefully, because I did a factory reset and set up a new account the reoccurring charge will stop. Do you know if it will?

Worse case it I need to cancel credit card, but don't you think there should be a way for billing to stop this because I have the email?  Have you had any other person refer to that email?

Sharon 

[RokuDanny-R]

@smellsworth 

Thanks for the update.

Please be aware that factory reseting will not stop the reoccurring charge as your card is subscribed to the account itself.

In this specific case, you may need to cancel your credit card in order to avoid continually being charged as you do not have access to that Roku account.

Thanks,
Danny

[smellsworth]

Thank you for the reply, but I am having a hard time accepting that answer.   

Someone in billing is charging my account and someone in billing can cancel it.  This is not acceptable to me.   At this time I would have a very hard time recommending Roku to anyone.  If Roku want to expand they need to fix the  billing problems.  

I am not alone.  

Sharon 

[harolddupra6969]

u have billed me twice in one month i want it all stopped right now

[RokuDanny-R · Accepted solution]

@harolddupra6969 

Thanks for the post.

For account and billing related issues, please reach out to our support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able to further assist you.


Thanks,
Danny