My TV was off, nobody watching it. I got an email saying I had subscribed to ESPN+ when I *had not*. This set off alarm bells. I immediately canceled the subscription from my account page and got in touch with customer service to let them know this subscription was not valid. They told me I was out of luck, I have to pay $50 for a channel I have never watched, and sent me a link for how to add a PIN to my transactions. This can’t be right. You wouldn’t charge people for something they didn’t buy and reported immediately, right?
How did you reach Roku customer service? Was it a toll free phone number? If so, it wasn't genuine Roku support. And I doubt Roku would force payment under these circumstances. Not saying it isn't possible, but if it was authentic Roku CS, they might have been mistaken. Send a private message to @RokuDanny-R and they can assist you better.
It was through their email support. The customer service telephone number said it was closed. I’ll put the reply below, it looks legit. The name on it is CS/MA-Jenelyn Mondriyal.
OK, that looks genuine. But I would still work with Danny or Tanner and see if you can get it reversed. That doesn't seem like a reasonable policy, and other companies have had to alter their position on this very thing recently. Tesla also had a no refunds policy on purchases through their phone app, but after complaints they allowed a grace period for refunds.
And the PIN is a smart idea to protect against unauthorized purchases. Myself, I haven't given Roku a current credit card number, so they can't bill me for anything.
Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.
I have passed along your concerns to our Support team. They will follow up to assist you further.
Customer service has said they need to request a refund from ESPN, and they said a response will take 3-5 business days. They didn’t given me any ticket # and reference # for that request. Is this typical?