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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RokuDanny-R
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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@Cu

Thanks for the posts.

The most common situation that we've seen that you are reporting is when a customer has created an addition Roku account under another email address and subscribed to channels thinking it was their other Roku account when they contact our Support team. Is it possible that you may have created another Roku account that you were not aware of?


Thanks,
Danny

Danny R.
Roku Forum Moderator
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panickone
Level 7

Re: Wrongful Charge By Roku

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I just went through this with my bank, after searching for a roku phone number and search engines. I was charged for roku ae too for a few months. I also have ae on cable and don't watch on roku. After over an hour with bank and them wanting to close my charge acct, it seems Roku AE , IS LIFETIME MOVIE, which I do subscribe to but we couldn't find a charge for lifetime but the AE charges are dated the exact dates as Lmn has it on my Roku acct. There may be another cost for regular Lifetime. I am very glad I found this out and hope this helps you too.

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lionman57
Level 7

Re: Wrongful Charge By Roku

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i did not order  any more than i bargaianed for please refund my money or i will have the bank fraud department do it 

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RokuKariza-D
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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Hi @lionman57

Thanks for bringing this to our attention.

Could you tell us more about the issue you're experiencing? If it's a billing concern, it may be more effective to get help from our billing team. You can contact them here: support.roku.com/contactus then choose 'Questions about my account or billing' on the drop-down menu. They are the best ones to help you out with that matter.

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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R0b
Level 7

Re: Wrongful Charge By Roku

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I have also received charges that I did not authorize. The first charge is dated 05/10/21 from "Roku For Pure Digital 816-2728107 DE" in the amount of 2.99. The second charge was on 06/10/21 also from "Roku For Pure Digital 816-2728107 DE." Both charges hit my credit card. The credit card IS NOT linked to my Roku account. I called my credit card company in May to dispute the first 2.99 charge. The credit card company refunded me the 2.99 and canceled my card and issued me a new one. The second charge also hit my credit card (the new credit card that was issued to me because of my first unauthorized charge) It looks like some how my credit card information keeps getting stolen and used an unauthorized Roku account. I'm not sure who is at fault, Roku or my credit card company.      

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RootDead4
Level 7

Re: Wrongful Charge By Roku

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I CANNOT FIND "MY SUBSCRIPTIONS" just keeps asking me to add more credit cards

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RootDead4
Level 7

Re: Wrongful Charge By Roku

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All I was trying to do was add MLB.tv free trial which failed so I completed it on line. Now I have this... Roku for Share Media LLC 816-2728107 DE $1.99

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Cu
Level 8

Re: Wrongful Charge By Roku

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Roku claims to not have a way of tracing accounts charges from a receipt. If your Roku account was thru another application or your device was lost then your out of luck getting anything done.
The only thing you can do is dispute the charges on your credit cart and have then issue a new card and cancel that one so the charges can't be made. To do this contact your credit card issuer or bank and see what they can do. Some banks can stop those payments but others can't or won't so if you used a bank account number then you may have to close that bank account and open another to stop the charges. If you used a debit card then have bank issue new debit and cancel old one. This stops the automatic withdrawal.

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RokuMary-F
Roku Employee
Roku Employee

Re: Wrongful Charge By Roku

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Hi everyone,

We appreciate you reaching out to us. 
For these issues, it may be more effective for you to get help from our billing team. Please contact them directly at https://support.roku.com/contactus. Choose the option from the drop-down menu for "Questions about my account or billing," and you'll be able to send an email request there.

Regards,
Mary

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tracitilton
Level 7

Re: Wrongful Charge By Roku

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I have been charged 20.97 for five months, for something I did not sign up for. I have been emailing for months and no one has gotten back to me. Due to this I have canceled my card so I wouldn't be charged anymore because I cant afford losing this money. Can someone could get back to me regarding refunding the money that would be great. 

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