I'm still getting emails saying they would investigate my issue for so long (over a year) that I've forgotten what the problem was in the first place. I think it was a refund for something I wasn't getting. So, folks don't expect any real customer service. This is just an email service that sends out comforting messages having nothing to do with fixing anything.
For these issues, it may be more effective for you to get help from our billing team. 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.