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Rick10
Level 7

Sketchy subscription from main screen display ad

I saw a display ad for the 24/7 Retro channel promoting Abbott and Costello and was curious enough to click to the "Watch Now" button, only to find it was a 3.99.monthly subscription! In fact I did not get a prompt to subscribe, but I was already subscribed.  I thought I avoided a charge by selecting Cancel Subscription on the Roku Manage Subscriptions screen that was up (the channel itself never loaded), but a few minutes later I got an email confirmation and then canceled on the Roku site.

So I was subscribed for 7 minutes, yet I still got the full charge despite never intending to subscribe to begin with.  Customer service was indifferent, seemingly thinking I had messed up something, and just told me that subscriptions are non-refundable.

To me, the bigger issue is that one exploratory click from a display ad, one that did not mention a subscription, activated an actual monthly sub.  Has anyone here had this experience? I can't have this company keeping payment info on file if this is the kind of service I am gonna get.

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2 REPLIES 2\
StreamerUser
Community Streaming Expert

Re: Sketchy subscription from main screen display ad

Enable a PIN:  https://my.roku.com/account/pin

https://support.roku.com/article/220128567

..and remove your payment info if you want:   https://my.roku.com/payment/account

https://support.roku.com/article/1500010179301

StreamerUser
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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Rick10
Level 7

Re: Sketchy subscription from main screen display ad

Thank you! I am still concerned with the process. These two answers are clearly the "solutions" on MY end, and I will point out that Roku gave me a "one-time courtesy refund" right after I posted.  I think the usual flow is to prompt for a subscription after an ad click, and if not, terms should be stated in the display ad.  I hope Roku continues to look at this.

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