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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LesleyE
Level 7

ROKU has been taking money for a channel I have been paying for direct

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I would like to address a problem with ROKU direct, by email, but as you do not offer any customer service email I am posting my problem here.
I have just discovered that, whilst I subscribe directly with AcornTV and have an annual subscription with them, with which I log into the channel on my ROKU stick, ROKU has also been charging me for a subscription with them. I only ever subscribed with the company directly following an offer and the double subscription was not clear until I raised a question direct with AcornTV.
My ROKU stick is the only device I use to watch this channel and I believed I had logged into the channel according to the instructions given when I took up the subscription with AcornTV, so want to know why ROKU has also been taking a second subscription (cancelled yesterday).
I believe I have been over-charged by £79.82 and would like to discuss this with someone.

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RokuKariza-D
Roku Employee
Roku Employee

Re: ROKU has been taking money for a channel I have been paying for direct

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Hi @LesleyE @PatMyers

Thanks for posting here in the Community!

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator

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PatMyers
Level 8

Re: ROKU has been taking money for a channel I have been paying for direct

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This brings up an interesting question.  I saw on my bank account on 10/3 that Roku charged me $3.24.  A small amount, to be sure, but the thing is Roku should not have charged me anything.  I pay for all my streaming services (Sling, Amazon, Netflix, etc) directly, and other that buying a new Roku device a few months ago I've done nothing that should have invoked a charge to me from them.  I'd certainly like to know what's going on.

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Fishface
Level 9

Re: ROKU has been taking money for a channel I have been paying for direct

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In the meantime call your credit card provider at the no. on the back of your card and explain the situation and shut down this un-authorized auto-pay by filing a charge dispute.

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RokuKariza-D
Roku Employee
Roku Employee

Re: ROKU has been taking money for a channel I have been paying for direct

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Hi @LesleyE @PatMyers

Thanks for posting here in the Community!

For account & billing concerns, it may be more effective to get help from our Billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.


All the best,
Kariza

Kariza D.
Roku Forum Moderator

View solution in original post

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HDMIGuy
Level 12

Re: ROKU has been taking money for a channel I have been paying for direct

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@PatMyers wrote:

This brings up an interesting question.  I saw on my bank account on 10/3 that Roku charged me $3.24.  A small amount, to be sure, but the thing is Roku should not have charged me anything.  I pay for all my streaming services (Sling, Amazon, Netflix, etc) directly, and other that buying a new Roku device a few months ago I've done nothing that should have invoked a charge to me from them.  I'd certainly like to know what's going on.


Go to my.roku.com/account and check purchases and subscriptions.  If the charge is actually from Roku it should appear there and you should be able to see what the charge is for.

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PatMyers
Level 8

Re: ROKU has been taking money for a channel I have been paying for direct

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My mistake.  Sorry.  I thought I was paying for "Classic Reel" directly to the service but not so.  The payment is going through Roku and that is what the $3.24 is for.