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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Zenovia02
Level 7

Billing completely wrong, I don’t even have a account

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I’m upset. I don’t even have an account. I don’t know what my card is connected to but I want my money back. I need to talk to somebody on where this charge came from but there is no customer service? Shaking my head. If anyone can help me contact me ASAP. There were 3 charges the largest being $32.16. I’m a college student and start school soon I  don’t need anyone taking my money.

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RokuMary-F
Roku Employee
Roku Employee

Re: Billing completely wrong, I don’t even have a account

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Hi @Zenovia02,

Thanks for posting in the Roku Community!

Please be noted that all transactions from Roku appear with the company name ("Roku") in credit card and bank statements.

If a charge does not reference Roku in its details, it is not a charge from Roku. Please contact the company that initiated the charge, your credit card company, or your bank for more information on the charge.

For full information on this, you can take a look at this link: What should I do if there is a charge I do not recognize? | Official Roku Support 

We also recommend that you course this through our Account-Billing Support team at https://support.roku.com/contactus so they may be able to appropriately assist you with this matter. 

Let me know if you have any other questions and concerns.

Regards,
Mary

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6 REPLIES 6\
RokuMary-F
Roku Employee
Roku Employee

Re: Billing completely wrong, I don’t even have a account

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Hi @Zenovia02,

Thanks for posting in the Roku Community!

Please be noted that all transactions from Roku appear with the company name ("Roku") in credit card and bank statements.

If a charge does not reference Roku in its details, it is not a charge from Roku. Please contact the company that initiated the charge, your credit card company, or your bank for more information on the charge.

For full information on this, you can take a look at this link: What should I do if there is a charge I do not recognize? | Official Roku Support 

We also recommend that you course this through our Account-Billing Support team at https://support.roku.com/contactus so they may be able to appropriately assist you with this matter. 

Let me know if you have any other questions and concerns.

Regards,
Mary

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C_I
Level 13

Re: Billing completely wrong, I don’t even have a account

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@Zenovia02 wrote:

I’m upset. I don’t even have an account. I don’t know what my card is connected to but I want my money back. I need to talk to somebody on where this charge came from but there is no customer service? Shaking my head. If anyone can help me contact me ASAP. There were 3 charges the largest being $32.16. I’m a college student and start school soon I  don’t need anyone taking my money.


       If you believe your card was hacked, contact your bank and report the fraudulent charges. They will block your card, investigate and if they determine that you aren't the one to cause the fraud, then they will issue a new card. BTW- when you activate a new device, you must put a credit card or a debit card as a part of the activation process. So, yes, you do have an account. 

Kma0410
Level 7

Re: Billing completely wrong, I don’t even have a account

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I'm experiencing the same thing. This has got to be a scam!! And Roku must be doing it! You can't even get a real person to communicate with. I've been trying to remove payment method and it won't give me the option like the "online support" said it would. I should be given that option ROKU!

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Zenovia02
Level 7

Re: Billing completely wrong, I don’t even have a account

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So can someone help me get into my account so i can cancel. If i cannot get into my account then i will do that with my bank.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Billing completely wrong, I don’t even have a account

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Hello @Kma0410 @Zenovia02

Thanks for posting here in the Community!

To get help from our Billing team, you can contact them here: support.roku.com/contactus, choose 'Questions about my account or billing' on the drop-down menu then follow the prompts. They are the best ones to help you out with that matter.

Moreover, here's a Support article that may help you remove your payment method from your account: How do I remove the payment method for my Roku® account?

I hope this helps.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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DBDukes
Community Streaming Expert

Re: Billing completely wrong, I don’t even have a account

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@Zenovia02 wrote:

So can someone help me get into my account so i can cancel. If i cannot get into my account then i will do that with my bank.


You're logged into this forum. You have an email address that you use on this forum. That's your Roku ID. And, you have a password. You log in to Roku with those two things.

You have a Roku? Go to Settings > System > About

See the email address? That's your Roku ID. Is it the same as what you use on this forum (it should be)? If so, you can log in to https://my.roku.com/ with that same ID and password. From there you can looking at billing information or any other account information.

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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