Roku never asks for you to pay for assistance/tech support. The number you are calling is not official Roku customer support.
Can you provide the model numbers of your Roku devices. Unclear whether these are RokuTvs (integrated) or a TV with Roku devices connected to them via HDMI. Thinking the latter.
In the meantime, download the official Roku Remote App from the Google Play/Apple Stores and install on your mobile device (phone/tablet) to use as a remote.
Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941