Accounts, Billing, & Orders

Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
kimber2
Level 7

UNAUTHORIZED CHARGES ROKU ESPN ON DEBIT CARD $75.04

I have not used ROKU in our home for over a year. Further, we do not have home internet. I received an alert from CHASE bank of a charge $75.04 for ROKU ESPN yearly subscription! I called my bank and stated it was fraud. My debit card was cancelled and a new one is being sent. The charge was in pending status (until next business day). The bank reversed the charge and will investigate it. Later, I went online to my ROKU account. It did show that ESPN was subscribed on my account 10/02/21 and stated ESPN is on there for one year even though I cancelled it! I cancelled my stored payment information, added a pin number for future charges. (I may use ROKU again one day when I get internet service and if ROKU researches this). 
How does this happen? I read that ROKU had a breach May 2021 and customer financial information was compromised. Or is it an employee at ROKU? I want the ISP address to the device so I can press criminal charges.

0 Kudos
4 REPLIES 4\
HDMIGuy
Level 11

Re: UNAUTHORIZED CHARGES ROKU ESPN ON DEBIT CARD $75.04

When the bank reversed the charge that means they simply refused to pay for the charge.  That would not cancel the subscription on Roku.  You need to login to your Roku account and cancel the subscription.  Did someone you know possibly have access to your Roku?  If you did not have a pin set to make purchases, a simple click or two could subscribe you to anything.

0 Kudos
kimber2
Level 7

Re: UNAUTHORIZED CHARGES ROKU ESPN ON DEBIT CARD $75.04

I was out fishing when this happened and did not even know my sign in info for old Roku account. I have not had internet at home for a year. We use an antenna and Roku not on our tv. I called my bank and they immediately cancelled my debit card and will send me a new one. Then a few days later I signed into Roku (recovered password) and added a pin, unsubscribed to ESPN charge but it said still good for a year, removed my debit card info and unlinked device (my old living room tv) so no devices are linked. I then called Roku and was told to add my card back for a refund but my card is no longer good. She could NOT tell me how this happened.  They can not ping to see where this subscription actually went to. Customer Service is limited on what they can see. Truthfully, I think it is Roku employee fraud. My bank credited me the amount and are investigating it. But they probably will not be able to recover the charge either since customer service useless. 

0 Kudos
kimber2
Level 7

Re: UNAUTHORIZED CHARGES ROKU ESPN ON DEBIT CARD $75.04

UPDATE: 

Okay this may be what happened. I thought my Roku was inactivated when I cancelled my internet. Months later I gave my Roku device to my adult son who has his own home, internet, etc. I assumed a new account would begin. He had it in guest bedroom. My two grandkids (5 & 6 yrs old) were visiting and staying in guest room. The Roku remote does have an ESPN button on it we discovered. Maybe, the ESPN button was hit on accident and they kept hitting buttons? (To accept payment?) They can not read. Does the remote allow one to add ESPN?? 

0 Kudos
HDMIGuy
Level 11

Re: UNAUTHORIZED CHARGES ROKU ESPN ON DEBIT CARD $75.04

Without a pin set the remote makes it very easy to add channels such as ESPN+.  When giving a streaming device to someone else always do a factory reset and unlink the device from your account.