As stated in my previous post, for order 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.
Placed an order on 12/13 that and was to be delivered on 12/19 or so. By the 24th still no product so emailed support amd was contacted that it was lost and new order with tracking would be sent. Now it is 12/31 and still no item. no more communication or tracking number. I contacted via chat 3 times today 12/31 and was disconnected once with no response, a second time with generic answers and on the third I got that the second order has not been generated and to wait two or more days longer. All I want is for roku to be transparent in their business practices and to be fair to the customers. I would also like my products asap or a refund like now. It has been 2 1/2 weeks. It is nothing but a remote and earphones sent 3 day priority not 3 week priority. Next move is cancelling the order with credit card company.
See my post. I had the same experience. Item finally arrived today but being returned tomorrow since I went and just bought one at a store! Support was inadequate. Credit card company disputing charge. Rotten service. The link posted for support is useless!