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Mobilekathy
Level 9

Data Breach

Roku has had a data breach. My account was compromised by someone in Moscow who charged a Hulu subscription using Roku. I don't now nor have I ever had a Hulu account, but Roku allowed my credit card  to be charged for a subscription I didn't even have. When I contacted customer service, it took two hours to get them to find someone in the company to remove my personal information from their system since I could not do it from my end. Two. hours. In addition, they said they had to cancel the two subscriptions I DO have so they could remove my personal information but didn't refund me for those. They don't take data security or their customers seriously. And Roku didn't inform me of the data breach, Hulu did.

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5 REPLIES 5\
RokuMary-F
Roku Employee
Roku Employee

Re: Data Breach

Hi @Mobilekathy,

Thanks for your patience regarding this issue. I understand that you are inquiring about an unrecognized Hulu charge.

Rest assured that I’ve escalated it to our support for follow-up. A member of our support team will be in contact.

We sincerely appreciate your patience and we are working on ways to better improve this process.

Many thanks,
Mary

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Mobilekathy
Level 9

Re: Data Breach

@RokuMary-F  You didn't read my entire post. I have already been on the phone for TWO HOURS this morning with your customer "service" people trying to get them to remove my personal information. The issue here isn't whether they have contacted me. The issue is the data breach you people aren't notifying customers about. I heard about it from Hulu. They were at least concerned about Roku customers since Roku obviously isn't. 

 

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Mobilekathy
Level 9

Re: Data Breach

@RokuMary-F  And this was a DATA breach, My personal information was compromised. It was NOT an unrecognized charge. So changing the title of the post doesn't work.

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RokuMary-F
Roku Employee
Roku Employee

Re: Data Breach

Hi @Mobilekathy,

Thanks for keeping in touch.

I can see that our support team has been in contact with you today via phone regarding your billing issue. We would recommend continuing to work with them regarding the issue you are experiencing as they would best be able to assist you moving forward.

If you need further assistance, feel free to contact Roku support.

We appreciate your patience regarding this matter.

Regards,
Mary

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Mobilekathy
Level 9

Re: Data Breach

@RokuMary-F  This was not just a billing issue. It IS A DATA BREACH ISSUE. Roku gave my credit card information way to someone in Moscow and allowed them make charges with it.

Spinning it as something else won't change what it is. And you don't have to tell me I've been in touch with your customer "service" people. I was on the phone with them for two hours, so I know that already. 

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