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Frags
Level 8

Wrongful Charge By Roku

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I was viewing my bank statement. There are two charges for 3.99. One is for the month of April and one for May,2020. These two charges I didn't make. One merchant is Roku for AE Networks. Merchant address is 816-2728107,DE, 19808.Transaction method says Card Info stored by merchant.Category CABLE,Satellite, and Other Pay Television and Radio Services.

The Second charge from April is the same as may Roku for AE Networks, 816-2725107 DE S300103542060198  .   I do NOT use A&E . I do NOT nor EVER had the A&E app on my roku tv. Why am I being charged 3.99 for something I have NOT or EVER used ? I logged into my Roku account from my computer and it listed the only Lifetime movie channel which is the only thing I subscribed to. It doesn't even list A&E !

I tried cancelling my Roku subscription online and remove my payment method and Roku wouldn't allow me to !!  I'm very unhappy. I want my money refunded . I'm really starting to regret purchasing this Rokutv. I'm hopping I have these 2 charges reversed back to my bank. If they aren't I will cancel my bank card and let my bank deal with you for FRAUDULENT charges. I have a image of the two charges and of course no way to include it with this post ! Once AGAIN I want these charges REVERSED back to my card/bank.   Also, I tried contacting customer service at the number Roku has on it's website and that is a nonworking number !

2 Solutions

Accepted Solutions
RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@Frags 

Thanks for the inquiry.

Did you recently subscribe to a free trial to a channel? That channel provider may be related to that charge. We would recommend checking your subscriptions in your Roku account online at my.roku.com and clicking Manage your subscriptions. We highly recommend reviewing the terms for any trial, prior to signing up. 


Thanks,
Danny

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@Frags 

Thanks for the information.

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. Please be aware that there may be a delay in response time during this period. Please be patient as our Support team is doing their best to contact every customer that is having an issue.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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20 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@Frags 

Thanks for the inquiry.

Did you recently subscribe to a free trial to a channel? That channel provider may be related to that charge. We would recommend checking your subscriptions in your Roku account online at my.roku.com and clicking Manage your subscriptions. We highly recommend reviewing the terms for any trial, prior to signing up. 


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

Frags
Level 8

Re: Wrongful Charge By Roku

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WOW! You obviously didn't read my post ! Nor has anyone responded to my e-mail about this either ! I didn't accept a **bleep** thing that was a trial ! I have prime with Amazon.I pay for that online and not through Roku.I did subscribe to lifetime movie club.It was 3.99 . BUT I have been subscribing to it for 3 months now. I noticed April and May I have 2 charges for 3.99 in addition to Lifetime movie club subscription. I explained everything in detail in my first post . Why is it you come across like you didn't even read what I posted completely ? Are you ignorant ?

You have made me even more upset now ! The way you all are at Roku is awful. You all need a working customer service phone number !!!! I have read other posts , and others have complained about being charged for things they didn't even subscribe to . One had same issue I'm having being charged 3.99 for A&E as well !!! I never accepted anything as a trial or subscribed to anything other Lifetime movie club and now I cancelled my subscription to it. This is just ludicrous!!! I want my money refunded . I want my bank card removed from Roku ! I have tried to remove it and your **dam** site will not let me !!! Refund my money and remove my card from Roku P L E A S E !!!!

This isn't done, I PROMISE YOU, [post edited] You all took  in total $7.98. Refund my money .Remove my bank card information from your network. I give you 24 hours to comply. After I will cancel my card with my bank and you can then deal with my bank and my atorney. You've crossed the wrong person here !!!!

RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@Frags 

Thanks for the information.

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. Please be aware that there may be a delay in response time during this period. Please be patient as our Support team is doing their best to contact every customer that is having an issue.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Frags
Level 8

Re: Wrongful Charge By Roku

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I did "reach out " to your support team ! Not heard back from them as of yet. From reading other posts others have not heard from your customer support either.Others have been waiting since before the situation! [post edited] I'd like to have it NOW. I'm not playing this back and forth game just to keep having to go through the same **bleep** with a different Roku employee!!!

RAYMETRI821
Level 7

Re: Wrongful Charge By Roku

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I,M  HAVING SAME **bleep**ING  PROBLEM AND NO ONE TO SPEAK TO...**bleep**11111 THINKING OF JUST GETTING RID FOF THIS **bleep**ING ROKU TV **bleep**!!!!!!

RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@RAYMETRI821 

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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pc3
Level 7

Re: Wrongful Charge By Roku

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I've experienced the same problem.  I was told by Roku support that "someone" may have accessed my bank account information, they didn't charge me, AND they wouldn't refund the charge. My bank account has not been tampered with by anyone else, so I asked them to check with Roku's own security for hacks.  Of course, I received no word back on that suggestion.  Time to go to YouTube TV.

Cu
Level 8

Re: Wrongful Charge By Roku

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If you can get in contact with anyone then maybe they will tell you they have no way of finding out where the charges stim from. Not the account number, not the account email, not the credit card number nothing can be used to trace the charges. So ONLY SOLUTION IS TO CONTEST THE CHARGES WITH YOU CARD COMPANY

RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@Cu 

Thanks for the post.

As stated in my previous post, for further assistance with 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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