Can you please provide clarification of the issue you are experiencing? Even if a Roku TV has been factory reset, the Roku operating system will still be on the TV, it's never removed from a Roku TV. If your TV has been factory reset, you will need to reactivate your Roku TV and relink it to your Roku account.
Most importantly, there is never a cost to Roku Support.
With more information we will be able to assist you further.