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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Lbnric1
Level 7

DOUBLE BILlING-Customer Support HORRIBLE

I have been trying all morning to resolve an issue with double billing. Basically, find out that I logged into another roku in my house signed into subscribed channel and now both my card and my husbands getting charged. Sent screen shots to chat per request, call support and they won’t refund my husbands card for a bill they charged my husband. Have had roku products for over ten years and have never been so disappointed with their customer support! They say a supervisor will call me back in two hours, so we will see. 

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4 REPLIES 4\
DBDukes
Community Streaming Expert

Re: DOUBLE BILlING-Customer Support HORRIBLE

How many Roku accounts do you have?

On each Roku device, go to Settings > System > About

There should be an email address shown. Is it the same on all devices? If not, you may want to consider if you want them to be the same or not. And, which email address.

If the devices all have the same email address showing, then we can rule that out as contributing to the confusion.

Next, going to https://my.roku.com and clicking on Manage your subscriptions do you see multiple subscriptions for the same service?

Getting all this type of information together will be helpful for Roku to help resolve your problem.

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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JHeide
Level 7

Re: DOUBLE BILlING-Customer Support HORRIBLE

I keep getting billed the 21st of each month for $21.81 and again on the 29th of the same month for the same amount. I only have one subscription to Roku.  My phone, my wife's phone and my daughters phone have ROKU on my account.  Is that too many devices?  Thanks

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Moipig
Level 7

Re: DOUBLE BILlING-Customer Support HORRIBLE

I am also getting double-billed for A&E Crime Cental.  A&E bills me and then Roku bills me. My Roku account shows, "There were no purchases in the last 6 months", yet Roku continues to bill me for A&E.  Have tried to contact Roku.  I believe that I will walk on water before I talk to someone at Roku!!

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RokuDanny-R
Roku Employee
Roku Employee

Re: DOUBLE BILlING-Customer Support HORRIBLE

@JHeide @Moipig

Thanks for the posts.

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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