As soon as I opened my Roku account, someone charged my account for a NFL package. When I notified support I was told that because I didn’t have the serial number of the device that charged my account they couldn’t help me. I have never had any company inform me that it was my fault because I couldn’t catch the perpetrators myself I couldn’t be helped.
How did you contact "support"? Many of the sites you find on some web searches are bogus scammers intent on getting your payment details. If you go to anyplace other than an address on roku.com, it is bogus.
In fact, many people fall victim to bogus sites when attempting to register their Roku's. Some scammers are savvy enough to actually get your Roku linked, so the users are not even aware they've been had. Once the victims' payment info has been obtained, the scammers can hit them with bogus charges that claim to be from Roku.