Accounts, Billing, & Orders

Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
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MPeacock
Level 7

Billed for something that was not ordered-Need Customer Support ASAP!

I need assistance that is not offered to me with Accounts, Billing & Orders. On 9/17/20 I was billed $25.65 for "The Roku Channel". I have not ordered anything since having my Roku device and need someone to assist me with getting a refund issued.

Thank you

10 REPLIES 10\
renojim
Community Streaming Expert

Re: Billed for something that was not ordered-Need Customer Support ASAP!

Contact your credit card company.  That's almost certainly a scam.

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ingridcramos
Level 7

unauthorized charge

Hello!

I need someone to help me...

Roku charged me 59.99 and I don't know why... I tried to figure out but you guys don't have a phone number or even an email to answer, this is ridiculous!

I called Disney channel and they don't have answers to me either. Please, I need help to understand this situation!  

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renojim
Community Streaming Expert

Re: unauthorized charge

Did you try your credit card company to find out who really charged you?  You may find out it wasn't Roku at all.

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ingridcramos
Level 7

Re: unauthorized charge

I asked for my bank but they told they can't do anything because I have a Disney account in my debit account, and Roku is the same corporation... I called Disney and they told me to try to figure out with Roku, but it's very complicated to find a solution with the company no has a telephone! actually the Disney account it's under my husband's email: sobraltavares@hotmail.com. Please provide me an answer. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: unauthorized charge

@ingridcramos 

Thanks for the information.

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

Danny R.
Roku Forum Moderator
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Misty1984
Level 7

Re: Billed for something that was not ordered-Need Customer Support ASAP!

I want a refund on the amount of 9.99 plus the over draft that I have to now because I didn’t order anything from roku and I shouldn’t be charged for it 

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DBDukes
Community Streaming Expert

Re: Billed for something that was not ordered-Need Customer Support ASAP!


@Misty1984 wrote:

I want a refund on the amount of 9.99 plus the over draft that I have to now because I didn’t order anything from roku and I shouldn’t be charged for it 


When you go to https://my.roku.com and click on View your purchase history and Manage your subscriptions do you see a charge for that amount? If not, Roku didn't do it.

Scammers and thieves that steal credit card information can put pretty much what they want in the transaction description in order to hide theft among legitimate charges. If there is no billing for that amount on the pages I listed, then that's what happened.

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

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jaywokr88
Level 8

Re: Billed for something that was not ordered-Need Customer Support ASAP!

I was billed for an item ROKU ordered w/o my permission and I have never gotten anything other than automated answers.  No phone number is available.  I sent them so many messages to no avail. 

 

Now I will have to go the legal route.  

 

And it is on MY purchase history page!  So it is not a scam.  It is a crime!  

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DBDukes
Community Streaming Expert

Re: Billed for something that was not ordered-Need Customer Support ASAP!

@jaywokr88 

And you followed the instructions that @RokuDanny-R gave earlier in this thread?

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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