Accounts, Billing, & Orders

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MartiC
Level 7

Credit Card Charge But No Subscription or Invoice on Account

I created a FREE Roku account in order to get a free trial of Shudder. I cancelled long before the trial ended. For the last two months there has been a charge on my credit card for what I ASSUME is for Shudder. 

When I attempt to see what the charge is for on my Roku account the options lead me to click on my subscription invoice. There is NO subscription listed and there is no invoice. The insulting canned response that people in other threads get from ghost Danny only gives a link to the same options. I get nowhere. 

I noticed after the first month's charge that I can access Shudder on one TV but not the other so I assume that is the charge even though, as I said, there is no subscription and no invoice to refer to. 

I removed my credit card info from the account as a payment option to see if that would resolve the problem but my card was charged again this month even without authorization. 

I will have to keep searching for a solution but as a result, will never access anything other than basic streaming from my Roku TV and stick. 

26 REPLIES 26\
makaiguy
Community Streaming Expert

Re: Credit Card Charge But No Subscription or Invoice on Account

If you can only get Shudder on one tv, one explanation could be that the Roku receiving Shudder may be linked to a different account than the other one. If that's the case, perhaps you signed up for Shudder trials on each set not realizing they were different accounts. When you canceled on one set it would not then have canceled the other one. If you then checked the wrong account it would not show the subscription, while the other one continued.

If you check Settings > System > About on both sets, do they show the same account name (i.e. email address)?

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.
Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Streaming Stick 3600

If this post solves your problem please help others find this answer by clicking "Accept as Solution."
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Skeem
Level 7

Refund I didn’t purchase anything

I need my refund I already subscribed and the automatic payments are charging me I want my money back 

donna870
Level 7

Billed for months on hulu on roku and i dont even have an account

 
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RokuDanny-R
Roku Employee
Roku Employee

Re: Refund I didn’t purchase anything

@Skeem 

Thanks for the post.

Did you recently have a free trial subscription on your Roku account? We highly recommend reviewing the terms for any trial, prior to signing up. 

For further assistance with 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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RokuDanny-R
Roku Employee
Roku Employee

Re: Billed for months on hulu on roku and i dont even have an account

@donna870 

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 to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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MartiC
Level 7

Re: Credit Card Charge But No Subscription or Invoice on Account

Sorry to take so long to acknowledge but this was indeed the problem. I didn't realize that it was possible but it makes sense that I could have created two different accounts. 

Thanks for the help.

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mfugate
Level 7

Re: Refund I didn’t purchase anything

I'm being billed !4.99 per month for Roku.  Why do I need this when I am also being billed separately fo netflix , Hulu and HBO.  What is Roku about

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RokuMary-F
Roku Employee
Roku Employee

Re: Credit Card Charge But No Subscription or Invoice on Account

Hi @mfugate,

We appreciate you reaching out to us. 

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.
Thanks,

Mary

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1122
Level 7

Re: Credit Card Charge But No Subscription or Invoice on Account

I am having the very same problem, except for me they have charged my account for Starz, Hulu and Warner media!  Hulu has been charging me for 3 months now!  Starz for 2 months and Warner media just showed up in my bank today!  And I can't find anywhere to cancel!  I called Hulu's number and they couldn't find an account with my name on it, said it was through Roku Hulu, not Hulu, and that, unfortunately because of the situation Roku doesn't have any Customer Service now!!!  UNBELIEVABLE!  I said, "So you guys think it's ok for me to just keep paying you for this?"  

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