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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.
Customer Support may, in fact, get back by email . . . However, my experience is that solving whatever problem you have is a completely other matter. Customer Support has always been courteous to me and gives the impression they will solve my problem. Truth be told, they must be so overwhelmed with issues that they do not follow up and if they do follow up they do not look at the background on your original complaint, thus requiring you to start over from the beginning. I've done over 10 times in the past month. Has my issue been resolved -- no, it has not. Funny thing, my issue, if solved, actually benefits Roku. therefore, I've given up.
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.