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FrustratedNanny
Level 7

Being over charged and getting terrible customer service.

Last month I was charged $5. 99 twice. One charge just said from Roku. One charge from Roku for Fox Nation (in which I did authorize). It took me 2 days and about 6 or 7 different agents (chats, emails, and a couple of phone calls) to get a refund from Roku. I just about blew my top when they did the SAME thing this month. I just let this charge go because I am disabled and I don't have the strength to go through this hassle every month but because of my disability I am also on a fixed income, therefore I just canceled Fox Nation. I can't afford to pay double for anything but I wish I could afford to buy new equipment and bypass Roku all together. I've read many post on here with the same issue and it does sound like a scam but it sounds like Roku is doing the scamming.

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5 REPLIES 5\
RokuKariza-D
Roku Employee
Roku Employee

Re: Being over charged and getting terrible customer service.

Hi @FrustratedNanny

We're sorry for the experience – this is not what we aim for.

To avoid future double billing and for further assistance, 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.

Thank you for your understanding.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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DBDukes
Community Streaming Expert

Re: Being over charged and getting terrible customer service.

@FrustratedNanny 

Have you checked your subscriptions at: Manage your subscriptions

If not, do that.

Keep in mind that it's possible the extra charge isn't coming from Roku. Scammers can put whatever they want in the billing items for credit cards, if a card is compromised. So, until you fully research how many, if any, subscriptions you have listed at the above-listed link, you should keep in mind that you may be heading down the wrong alley to resolve this. First, ensure you have full information about what Roku is billing you for, and anything else, if there is anything else, would be from a third party scammer. If that' the case, your bank will be able to help run down who actually applied the charge.

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."

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FrustratedNanny
Level 7

Re: Being over charged and getting terrible customer service.

That's exactly what I was trying to do last month. I finally came to the conclusion last month it was probably a glitch in the system. But when it happens again. I can't deal with it. You say thats not what y'all aim for. Then why don't you reach out to someone for me. It would probably be easier. I mean I would have to go through so many people and so many steps and I only speak English (which makes it even harder). 

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FrustratedNanny
Level 7

Re: Being over charged and getting terrible customer service.

I did check with my bank and I did check my subscription. It's not showing on subscriptions. Roku refunded my money last month but I almost had a nervous breakdown before getting through to them what I was saying. I sent them photos of the charges. That's how I finally got a refund. If my card has been compromised maybe an employee is doing the compromising. I'm not the only one this is happening to so SOMEONE needs to do SOMETHING and I don't work there.

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DBDukes
Community Streaming Expert

Re: Being over charged and getting terrible customer service.


@FrustratedNanny wrote:

I did check with my bank and I did check my subscription. It's not showing on subscriptions. 


Then Roku isn't billing you. It's a third party scammer using Roku's name. Follow up with your bank to stop the charges. Roku isn't doing it.

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."

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