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Marge
Level 7

Confusing cancellation process and now I'm double billed!

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My CBS All Access was due to renew on 5/1/2020. I went in to cancel a few days before that. The next thing I know, it says I'm good until 6/1/2020. I wasn't sure what happened. Now, my credit card has been charged twice on 5/1/2020. Both say "Roku for CBS Interactive", but one is for $10.73 and the other is for $6.43.

I have a coupon code for 3 free months but didn't think I needed it because the screen said that CBS All Access was good until 6/1/2020. I don't feel I should be billed for either. I would like for my credit card to be credited with $17.16 and I would be happy to sign up for CBS All Access with the coupon code I have. You could even backdate the 3 months starting on 5/1 - that is reasonable. What is not reasonable is both of these charges. Please advise and thank you for your time.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Confusing cancellation process and now I'm double billed!

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@Marge 

Thanks for the post.

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 further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Marge
Level 7

Re: Confusing cancellation process and now I'm double billed!

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Ok, now I see that I was credited with $6.43 on my card.

So how do I handle this $10.73 charge when I can use my 3 months free coupon? This process is still very confusing.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Confusing cancellation process and now I'm double billed!

Jump to solution

@Marge 

Thanks for the post.

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 further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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