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Level 7

tfc (iwantTFC) subscription

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Has anyone with an older TFC premium subscription account paying via Roku all of a sudden got pegged down to a free account? I set up my TFC subscription via my Roku TV last March.  I did not have any problems till mid-December when the channel started buffering mid-show and prompting me to upgrade.  After some troubleshooting - turns out my TFC account has been changed to Free while my Roku account shows my history of paying the premium fees - paid till next month. 

My question to the Roku team - how do I resolve this issue with iwantTFC? I've reached out to their customer service but they're a little slow on the uptake on resolving this.  They seem to assume that their app was installed through a mobile app - not via a Roku TV. Any advice?

Thanks

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Roku Employee
Roku Employee

Re: tfc (iwantTFC) subscription

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@CoChing77 

Thanks for the inquiry.

For more information about that channel's account information, you'll want to contact the channel provider support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

If you need further assistance with Roku Pay 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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Level 7

iwantTFC subscription billing question

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Hello,  just wanted some clarification please.  When I set up subscription to the old TFC app - I ended up setting up the the payment I believe through Roku. No problems since March until a few weeks ago. Now that TFC has migrated to iwantTFC and added a free account category - my account has been relegated as a free account - with the buggy add breaks mid show and some inaccessible items on account of being free.  How do you suggest I resolve this? Based on Roku history I have been making payments but iwantTFC says otherwise. 

Please advice 

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Roku Employee
Roku Employee

Re: tfc (iwantTFC) subscription

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@CoChing77 

Thanks for the inquiry.

For more information about that channel's account information, you'll want to contact the channel provider support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

If you need further assistance with Roku Pay 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

View solution in original post

Level 7

iwantTFC app payments through Roku

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Hi just an update for the iwantTFC app - it seems that payments processed through Roku does not filter back to the iwantTFC folks.  What I have ended up doing is cancel my iwantTFC subscription in Roku.  The subscription type the TFC folks put me in - is total garbage and should not even be allowed.  Their 'help desk' or 'customer service desk' is nonexistent. 

Anyway,  thanks Roku team for the timely assistance (unfortunately it was not on your hands to resolve). 

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Level 7

Re: iwantTFC app payments through Roku

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This is happening to me right now and it’s frustrating that both Roku and TFC are taking forever to respond with no solution. I emailed TFC and they stated to go to Roku. Roku tells me I am on the premium plan and did pay fee but TFC did not receive the payment. Also, Roku tells me not to pay double on the TFC website. Now I am waiting for a response what Roku is going to do. They either need to refund me or they need to pay TFC on my behalf. It’s just frustrating that you have to email back and forth to be helped and they take hours to respond.

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Level 7

Re: iwantTFC app payments through Roku

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@clauric I would not count on TFC to be any help - I've given up on them - they do understand the concept of client service.  Roku client care had been very helpful from my experience.  However, I suggest you take a look at your payment history with Roku then sign in to your TFC account and review your payment history to check if both are in sync.  It could be that your payment through Roku may be off by a pay period which does not line up with what TFC has.  I would also venture to say that this misalignment occurred when TFC introduced their 'Free' promo account sometime in the middle of Dec.  This moved some Roku paying premium accounts to the Free account and they (TFC) have not been able to resolve this since.  Just for fun I tried upgrading through the TFC app on Roku - and I got an error.  What TFC has not resolved is payments via Roku. I never had any issues with my Roku payments to TFC before but apparently TFC now has issues with that.  You could explore cancelling your payments via Roku and set up a separate TFC account with payments to TFC directly then sign in with the new account on Roku.          

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Level 7

Re: iwantTFC app payments through Roku

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After getting so frustrated, I end up cancelling my auto-renewal with Roku and signed up with TFC. It’s been a headache whem my mom keeps asking if the TFC channel has been fixed. Cannot wait for Roku and TFC to respond. I just asked Roku to refund me back me within a week. If not I will just let paypal know I was not able to use the subscription plan. 

I love the fact that TFC is on Roku. It’s convenient, but dealing with customer service is slow. There are no phone numbers to call. You are waiting for an email response. Expect the response the next day. People just dont have time for that. Hopefully both companies will have a better customer service respond time. 

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