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Level 7

Sundance free trail I had for 2 days and canceled but was still charged 59.99

I added the the sundance channel on the 17th or 18th of this month, May for the free 7 day trail. I canceled subscription today the 19th but was already charged the yearly fee of 59.99$. 

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Level 7

Re: Sundance free trail I had for 2 days and canceled but was still charged 59.99

This is happening to me too.  If you look at other community posts, there are a ton of people who signed up for the free trial but got billed anyway, regardless if they unsubscribed within the trial period.

I Emailed Roku and they were very, very unhelpful.   I called Roku customer support and that was a lot better.  I spoke to someone called Carlos, and he said he can see on his end that I cancelled the day after I signed up and so SHOULDN'T HAVE BEEN CHARGED.  He has said he'll get a refund issued, but it will take a while for it to be confirmed.

Suggest calling Roku to get this taken care of.  Jeeze, maybe ask for Carlos because he helped me right away! I`m really shocked this is happening to so many people, it`s feels like a scam Smiley Sad   I`ll probably be too scared to do any more "free" trials in the future, that's for sure.

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Level 15

Re: Sundance free trail I had for 2 days and canceled but was still charged 59.99

When you called Roku, where did you find the number? If it was a toll-free number, be aware that Roku doesn't use them, but there are a bunch of scam fake Roku support sites you can find with web searches that do.
  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi LivRm - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi BedRm - JVC EM37T
  • Roku 3, 4200X, Ser 4124C7087583, wifi GstRm - Sanyo DP26640
  • Roku 2 XD, 3050X (collecting dust in a drawer)
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Level 7

Re: Sundance free trail I had for 2 days and canceled but was still charged 59.99

Ummm... nope! It was a toll free number and I got it from Roku's website at https://support.roku.com/contactus/contact-options

 

The number is a toll-free number too.  Smiley Happy  He was saying things like "I can see you purchased on May 17th, then cancelled on May 18th" so it wasn't a scam, he could see my details on his end too.

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Level 15

Re: Sundance free trail I had for 2 days and canceled but was still charged 59.99


@rowkoo_probs wrote:

Ummm... nope! It was a toll free number and I got it from Roku's website at https://support.roku.com/contactus/contact-options

 

The number is a toll-free number too.  It's +1 888 621 0891! Smiley Happy  He was saying things like "I can see you purchased on May 17th, then cancelled on May 18th" so it wasn't a scam, he could see my details on his end too.


Can you point me to where this phone number is posted?  All I can find, starting at that link, is a bunch of links sending you to a bewildering round robin of pages but no phone numbers.  I did find one page with a couple of non-toll-free numbers -- wish I'd bothered to record the URL as now I can't find it again.

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi LivRm - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi BedRm - JVC EM37T
  • Roku 3, 4200X, Ser 4124C7087583, wifi GstRm - Sanyo DP26640
  • Roku 2 XD, 3050X (collecting dust in a drawer)
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Level 7

Re: Sundance free trail I had for 2 days and canceled but was still charged 59.99

Happy to help! 

  1. Select an issue from the drop-down menu
  2. When the suggested articles appear, click the button underneath that says 'Need more help'
  3. A 'Phone Support' option should appear with the contact phone number appearing below. Smiley Happy 

By the way, I just got an Email from Roku confirming I will be refunded for the Sundance charge! Smiley Happy Yay! 

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Roku Employee
Roku Employee

Re: Sundance free trail I had for 2 days and canceled but was still charged 59.99

@Yaya316 

Thanks for the post.

For account and billing 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 further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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