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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Level 7

Accidentally purchased content need to cancel

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Help no one to talk to

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Level 7

Charged for additional month of CBS All Access after cancellation.

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Hello, 

I've searched for community and faq's for a process to file a dispute for a charge to my account that should not be there but I found none. 

Would someone from Roku Pay support be able to help me with my problem?

I cancelled CBS All Access before 3/29. I was told I would not be charged going forward. I was charged for an additional month of CBS on 3/29. I checked my purchase history and it shows the subscription will end at the end of the month of April (4/28). 

This could be part of the cancellation process but from a customer perspective, this doesn't make sense. Why charge for an additional month when I cancelled before the new billing period? 

Thank you! Please DM me so we can talk. 

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Level 7

Roku email support

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Support insists I have "Shudder". I DO NOT. They said I had to cancel from my Roku device. Since I DO NOT HAVE a subscription to "Shudder", I can not cancel it. The next thing I know, you've cancelled "SundanceNow", which I DID NOT ASK TO BE CANCELLED. Something like 8 emails later, I still don't know if I'm being charged for "Shudder" or why "SundanceNow" was cancelled. 

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Roku Employee
Roku Employee

Re: Accidentally purchased content need to cancel

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@TCosta832 @Dc87 @cyc @cfwarrior 

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

For account and billing related issues, please contact our support team directly here: https://support.roku.com/contactus


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Accidentally purchased content need to cancel

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Did I mention I already contacted support? Support got it all wrong. Support doesn't know the difference between "Shudder" and "SundanceNow". Support sucks!!!

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Roku Employee
Roku Employee

Re: Accidentally purchased content need to cancel

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@cfwarrior 

Thanks for the note.

I have passed along your concerns to our Support team. They will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: Wrongfully charged for subscription

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Did this ever get resolved? If so,...how? I got charged 60 dollars for sundance and k dont even have an account

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Level 7

Re: Wrongfully charged for subscription

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I signed up for the trial of HBO that was supposed to be extended for 30 days....however, I received an email today telling me it would expire and I would be charged in TWO days....so only the standard 7 day trail period.  I WILL cancel and not be returning to HBO.

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Level 7

Re: Wrongfully charged for subscription

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I have a subscription for Hulu my due date is April 12th when my free trial has ended but roku charged me not only too early but charged me twice for the month so 2 charges of 54.99$ once being on April 11th and then again on the 12th. I have contacted support team but haven’t gotten a response yet! With it being a crisis right now in this world the last thing I need is roku over charging my account , that’s money I need!

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Level 7

Re: Wrongfully charged for subscription

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I never got this resolved. I have not heard back from anyone at Roku! I hope someone gets in touch with me soon. I don't know what the hold up is because i've seen other comments get response. 

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