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shroudmoth
Level 7

Roku Support is not helpful with fraud

My experience with Roku customer support chat on 2/20/2021...

Charge for disney+ on roku, but we don't have that, and don't even have a roku in like 4 years.

Chat started Jobb joined the chat

Jobb Hi there! Thank you for contacting Roku Support! This is Jobb from the Account and Billing Team. 

Hi Jobb, I have a pending in my bank for roku disney plus? I don't own a roku anymore and don't recall ever signing up for this? it just came through. is there a way to stop this and cancel it?

Jobb I understand from your message that you are reporting a charge for Disney+ as unrecognized. 

Correct i found the account, which has the charge on it, using an email I no longer use. we have disney plus on xbox one, but do not own a roku player anymore. i'm not sure where this charge came from, but it's a yearly charge and i didn't order it.

Jobb Before we proceed is this your Roku account email address? (I blanked email out)

that's the correct email, yes, but it is not the one i use anymore.

Jobb Thank you, please give me a minute or two to pull up your account.

i can still access it, it's just not one i use.

Jobb Upon checking your account you have an active subscription to Disney+

...that's my point. i saw the charge on my bank account, but i do not have a roku.

Jobb I suggest that you contact your bank/financial institution to report this unrecognized charge. They will best be able to assist you with securing your payment method and bank account to prevent any further unrecognized charges.

happy to cancel it, i just want to make sure i'm not being charged for a years worth of disney plus for a deviuce i don't own, we have contacted tdbank, they said i'll need to dispute the charge and cancel my card if the disney plus or roku end wouldn't stop the account payment. so my question is do i need to destroy my card and dispute, or, since it's still in pending status and i contacted you on the same day of charge that its not mine, can you stop this on your end and cancel it?

Jobb For your Roku account security, please provide the following information for verification.
Full Name: Last 4 digits of the card on file: Serial Number: Do you mind if we check the Serial Number that is linked to the device? On the Roku device press the home button in remote> go to Settings > System > About.

i dont have a roku i had one years ago. i do not own it any longer. it is years gone i use xboxone for streaming the last 4 of the card is (blanked out) name on acct is (blanked out)

Jobb I suggest that you contact your bank/financial institution to report this unrecognized charge. They will best be able to assist you with securing your payment method and bank account to prevent any further unrecognized charges.

You mean to tell me that you refuse to cancel a FRAUD charge on my account?!

Jobb was disconnected and has left the chat

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1 Reply
Strega
Level 12

Re: Roku Support is not helpful with fraud

Did you sell/give away your Roku?  Did you factory reset and/or unlink it from your account before doing so?  If you're not sure, I would l would suggest logging in to your account and unlinking it now.