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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Rza
Level 7

Charged for channel I did not purchase.

Clicked on "247 Retro" and they automatically charged me for the channel, $3.99 No 2nd or 3rd step to sign up. All I wanted to do was to browse the app to see if it was worthy of purchasing! This was very deceitful. Every 'on line channel' everywhere requires at least 2 steps to purchase. I would like my $ returned. This has never happened to me before.  

6 Replies
RD66
Level 7

Re: Charged for channel I did not purchase.

I'm having a similar problem. I ordered CBSAllAccess months ago & thought I canceled it. My credit card is being charged monthly again for the last 3 months. Now there's a new charge of $4.99 on it that only says it is for the Roku. I called the number on the credit card site for Roku & all I got was a recording to go to support.roku.com & it hung up on me. No person, no automation, I'm super mad right now. I come on the site & all there is is to email them my problem. This is horrible customer service! Thanks for letting me vent. Rena

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RD66
Level 7

Re: Charged for channel I did not purchase.


@RD66 wrote:

I'm having a similar problem. I ordered CBSAllAccess months ago & thought I canceled it. My credit card is being charged monthly again for the last 3 months. Now there's a new charge of $4.99 on it that only says it is for the Roku. I called the number on the credit card site for Roku & all I got was a recording to go to support.roku.com & it hung up on me. No person, no automation, I'm super mad right now. I come on the site & all there is is to email them my problem. This is horrible customer service! Thanks for letting me vent. Rena


Update: We figured out it was on my daughter's Roku. How it got on her account is beyond me. My card her account. No we didn't add my card to her account EVER!! This whole customer service thing with Roku has be angry. There seems to be NO support really. Thanks again. I'm glad we were able to figure this out on our own. Thank you for posting it. Rena

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AvsGunnar
Level 9

Re: Charged for channel I did not purchase.

@RD66 

Although you said you have seperate accounts with your daughter, you can double-check to make sure you don't have her device "linked" to your account under the Linked Devices in you Roku account Dashboard, or vice-versa.  

Can also enable a PIN so no purchases (additionally Channels added/removed) can be made inadvertedly.

Just some suggestions that may explain the confusion of the billing.  

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Phillips66
Level 7

Re: Charged for channel I did not purchase.

I was also charged for a channel I didnt authoris 71$ how can I get a refund

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Phillips66
Level 7

Re: Charged for channel I did not purchase.

What can I do

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MaryFranco
Roku Employee
Roku Employee

Re: Charged for channel I did not purchase.

Hi @Phillips66 @Rza,

Thanks for the posts,

For these issues, it may be more effective for you to get help from our billing. Please contact them directly at https://support.roku.com/contactus. Choose the option from the drop-down menu for "Questions about my account or billing," and you'll be able to send an email request there.

We would highly recommend creating a Roku PIN for your account to avoid any further unwanted purchases on your Roku account in the future. For more information about using a Roku PIN, visit our Support page here: How do I create or update the PIN for my Roku account?

Thanks,

Mary

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