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Joigannon
Level 7

Getting subscribed without permission

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I used to have Disney+, USED TO. And just over a month ago I randomly got an email from roku confirming my new Disney+ subscription. I was super confused since I hadn’t been subscribed in quite some time and I certainly didn’t authorize one. Furthermore NO ONE has access to my account. I contact customer service and they acted like jerks telling me it’s not their fault I didn’t “cancel it in time” to which I explained that I hadn’t subscribed in the first place to even be able to cancel. And, you can look right at my account and SEE the subscription and cancellation dates are THE SAME. After a few exchanges, they finally agreed to a refund. Then, a month later, I get ANOTHER email confirming my Disney+ subscription. Now I’m just baffled. I contact them again and they tell me to set up a pin but that this time they can’t refund me bc Disney said I used the channel. So, I contact Disney who informed me Roku was totally full of, well, not the good stuff. They showed no activity and said Roku never contacted them and that they would report the issue. I responded to the faceless Roku person, explaining that Disney called their bluff, and now they’re saying that Roku doesn’t give refunds due to inactivity anyway, so, you know, I guess that was just a straight up lie? Anyway, I’m not so concerned with the refund, but I don’t want to keep dealing with this. I’ve checked all my accounts and there are no other unusual charges, so it makes me think this is a Roku issue and they’re just being jerks about it. Anybody else dealing with stuff like this? 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Getting subscribed without permission

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@Joigannon 

Thanks for the post.

We would recommend taking a look into your account online at my.roku.com and clicking Manage your subscriptions to see if you are currently subscribed to Disney+.

We would recommend continuing to work with our Support team regarding your billing issue. 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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RokuDanny-R
Roku Employee
Roku Employee

Re: Getting subscribed without permission

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@Joigannon 

Thanks for the post.

We would recommend taking a look into your account online at my.roku.com and clicking Manage your subscriptions to see if you are currently subscribed to Disney+.

We would recommend continuing to work with our Support team regarding your billing issue. 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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Joigannon
Level 7

Re: Getting subscribed without permission

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Danny, thanks for your response, although, it’s unclear whether you read my post. Of course I’ve looked at my account. I’ve canceled the subscription 3 times, which shows on the account, and I keep getting mysteriously signed back up. I know how to manage subscriptions, I would think that came across in my original post. I came to the community page because the support team has been dismissive and rude and unhelpful. And, I’m pretty sure after speaking to Disney, dishonest. Your response offered no solution, and was just as dismissive as the support team. Try again 

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137HEis
Level 7

Re: Getting subscribed without permission

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I was charged for a channel I never subscribed to!!!  I contested the charge.  Waiting on outcome.  If that's how ROKU does business I will return their box and be done with them.  They have no right to do this!!!

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renojim
Level 21

Re: Getting subscribed without permission

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Does it show up at https://my.roku.com/account/subscriptions ?  If not, it may not be Roku that took your money.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Getting subscribed without permission

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@137HEis 

Thanks for the post.

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

We would recommend logging into your Roku account online at my.roku.com and clicking Manage Your Subscriptions to see any subscriptions that you may be billed through Roku Pay.

If you need further assistance with account or 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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