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.
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Shawn72
Level 8

Re: Wrongful Charge By Roku

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I'm going thru the same thing.  2 months of being charged for a subscription I canceled before my free trial was over. I have emailed them several times and still nothing. I'm going to dispute the charges with my bank. I even removed my card info from my account.  I wish I could help you because I sure know how frustrating it all is. Good luck

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Shawn72
Level 8

Re: Wrongful Charge By Roku

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Danny I have done exactly what you are saying to do and guess what I am still being billed! Just like the person who wrote the original post i have done everything you said to do! I have contacted costumer service I have unsubscribed from my account page and nothing works! Now I'm going to dispute the charges with my bank and Roku and the bank can figure it out.  This is ridiculous!

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Cu
Level 8

Re: Wrongful Charge By Roku

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There is one way to resolve this. I was in contact with Roku support. I even had a billing reference number.  But my two emails did not show any charges. Roku could not find the charges or account without the device that was used to set it up. I no longer had the device. So in Roku's eyes there is no way to find the account.

Resolution: Credit card, or debit card. Cancel cards if card number was used and get a new card from you card company(when you cancel your card it freezes your account and the auto pay can not withdraw) Your new card will have a new number and so can not be accessed by any auto pay that does not have that number.
 If bank account number was used then you have to get with your bank and either close the account or if they can have them stop the charges(some banks can and some can't). The ones that can't you have one choice, that is to dispute charges and close the account then start a new account.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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Hi everyone,

Thanks for the posts.

If you need further assistance with account or 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 to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Arcane
Level 7

Re: Wrongful Charge By Roku

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This is happening to me too and no there is no subscription listed other than the one I’m being charged for hbo max and that is 14.99 I’m also getting a 6.99 charge monthly and don’t know why.

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Cu
Level 8

Re: Wrongful Charge By Roku

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There is one way to resolve this. I was in contact with Roku support. I even had a billing reference number.  But my two emails did not show any charges. Roku could not find the charges or account without the device that was used to set it up. I no longer had the device. So in Roku's eyes there is no way to find the account. This to me seamed fishy because having billing reference number should lead them straight to the account.

Resolution: Credit card, or debit card. Cancel cards if card number was used and get a new card from you card company(when you cancel your card it freezes your account and the auto pay can not withdraw) Your new card will have a new number and so can not be accessed by any auto pay that does not have that number. My credit card not only cancel my card and gave me a new one but allowed me to dispute the 6 months of charges and I dot those back. The capital one sent me a report that said Roku did not respond to there requests about the account so they ruled in my favor and I guess back charged roku.
 If bank account number was used then you have to get with your bank and either close the account or if they can have them stop the charges(some banks can and some can't). The ones that can't you have one choice, that is to dispute charges and close the account then start a new account. 

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bsmith719
Level 7

Re: Wrongful Charge By Roku

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Do you unsubscribe from the account? I get nowhere with Support. The limited questions do not get me to a solution. I have had to cancel my bank card and it was not even the one that I have on file. Now I’m afraid they will start charging the one that I have on file! It is a fraudulent charge from Roku.

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renojim
Community Streaming Expert

Re: Wrongful Charge By Roku

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If "Roku" is charging a card that you don't have on file I'd be willing to bet it's not Roku at all, just someone using their name.  Raise the issue with your financial institute.

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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Cu
Level 8

Re: Wrongful Charge By Roku

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Look I know for a fact it was a Roku account that was charging monthly charges. They could not or would not find that account even though I had the card number, and a billing number. Roku informed me without the Roku account number they could do nothing. Roku appears to have set this up this way on purpose because in any accounting software a reverse trace can be made from the card number or billing invoice number. I had both of these.
I contested the charges with my credit card company and canceled the card. The card company reimbursed all the funds withdrawn, in that 6 month period and no further charges appeared.  They said that because Roku would not trace the charges or respond to their inquiries they decided in my favor. So I imagine they reverse billed Roku. Also the card company sent me a new card within two weeks.

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Cu
Level 8

Re: Wrongful Charge By Roku

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If you did not use that card in the auto pay setup they can not do auto pay with it legally. Just watch your cards each month to make sure no charges and if you see one contest it cancel the card have you card company send you a new one that is what I did and no more charges and got a refund of 6 months I tried to get the charges canceled.

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