Account, payments & subscriptions

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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elee1
Level 7

Payment taken without service

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You guys suck.  All of a sudden there is no way to reach customer support by phone.  And believe me, have done so in the past.  I am being charged and have been charged for a Paramount+ through Roku but am not receiving service.

 

 

1 Solution

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AvsGunnar
Community Streaming Expert

Re: Payment taken (shows on cc statement but NOT on Roku Subscription)

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@Maykitten2157 

The first thing you need to do is always make sure you are on the official Roku website and dealing with official Roku support. https://www.roku.com/

Roku Support does not charge for any support like where you ended up on Computer Group (Just Answer Experts).  Companies like that are not official Roku Support and cannot do any account-related resolutions.  They provide technical help for a fee - some can be considered "legitimate", others are simply scammers.  They certainly are not affiliated with Roku. (even though some claim they are).

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As for your questions regarding charges, the best place to start is by going to the Roku Support page. https://support.roku.com/.  From there, look near the bottom right of the page where it says "Agent Support" and select "Check Support Options".

When that page loads, you will be at https://support.roku.com/contactus (you can look at the top of your browser to make sure that is where you landed).  Select "Accounts, Payments, and Subscriptions".  Answer the questions until you are prompted with "For further support, contact us".

A shortcut to the above process is https://support.roku.com/contactus/contact-options where you will be provided the official Roku Support Chat, Email, and Phone options.  (Note: different Roku products qualify for different levels of support, so I would just choose Email so a ticket can be created.)

---

If you find after emailing Roku that some of these charges are fraudulent, then will likely need to contact your bank/credit card etc to reverse charges and block future charges.

 

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941

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12 REPLIES 12
elee1
Level 7

Re: Payment taken without service

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Not happy with ROKU stealing from me.  Not only am I not telling people to purchase your televisions or any kind of service.   YOU KNOW WHY!  Because there is no customer service.

RokuMary-F
Roku Employee
Roku Employee

Re: Payment taken without service

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Hi @elee1,

Thanks for reaching out to the Roku community. I'm sorry to hear about the experience, that's not what we aim for.

Can you please provide us with more specific information about the issue you are experiencing? Does the issue only occur on Paramount+ or all channels on your Roku device? Are you being prompted with an error message?

However, if the issue is related to your accounts, billings and subscriptions, it may be more effective for you to get help from our billing team.
You may directly contact them through our Account-Billing Support page. Choose the options for "Account, payments & subscriptions" and they are the best ones to help you out with that matter.

Please keep us posted.


Best regards,
Mary

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fraud
Level 7

Re: Payment taken without service

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i cancelled hulu 3 months ago. i am still being charged for hulu. your website sucks, (probably on purpose) no way to contact anyone. welcone to the 2022 USA.

AvsGunnar
Community Streaming Expert

Re: Payment taken without service

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@fraud 

Not sure if you followed the steps regarding Roku-billed Hulu or not.  https://help.hulu.com/s/article/manage-roku

Regardless, you will probably be forwarded to the Roku Contact Us page for any billing questions/refunds/concerns, etc.  Select the "Accounts, Payment, Subscriptions" box.  https://support.roku.com/contactus

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
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Diane62
Level 8

Re: Payment taken without service

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Me too an I can't seem to reach them an I got someone telling me go to account services an I have already done that you just go around in a dame circle an then they posted solved it is not solved they took 4 different payments out of my card I will have to go through alot of bull**bleep** to get this stopped 

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Diane62
Level 8

Re: Payment taken without service

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Doing the same thing to me took 4 separate payments out of my card an they took out for the ruku channel I thought that was free to begin with wth is going on 

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HDMIGuy
Level 14

Re: Payment taken without service

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@Diane62 wrote:

Doing the same thing to me took 4 separate payments out of my card an they took out for the ruku channel I thought that was free to begin with wth is going on 


On a computer login to your Roku account and check your subscriptions.  If the subscription is listed you can cancel or make changes there.  If the subscription is not listed then Roku is not the one charging you.  The Roku channel is free but something else may have Roku listed in the name.  Check your credit card statement to see exactly what you are being billed for and who is billing you.

0 Kudos

Re: Payment taken (shows on cc statement but NOT on Roku Subscription)

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This is a "LOOP" they keep sending me, and it's to the same page with the same thing over and over! The charges are not listed on my Subscription with Roku and there is not an "Other" option anywhere!  I don't understand why someone here can't give us an email for support or a phone number to talk to someone.  I tried the "chat" and they sent me to a Computer Group called "JUST ANSWER EXPERTS" that want to charge $5, and this is a BILLING problem, not with my TV/Computer!   I have charges for Keeswee Ente for $1.07LomitosCrew for $1.07, and then the $1.00 fees that come up all the time for ROKU.  I also want to know what the CBS Interac fee for $5.40 is for.  

I an a new user to Roku and cancelled my AT&T Uverse charges and it saved me it a lot each month, but I'm not sure if I can't get customer support when I need it.  Has anyone gotten any email or phone numbers to contact them?  I don't know where else to turn!  As I stated above, I am tired of being sent through a "LOOP"!!!  I need Help!

Maykitten2157 

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AvsGunnar
Community Streaming Expert

Re: Payment taken (shows on cc statement but NOT on Roku Subscription)

Jump to solution

@Maykitten2157 

The first thing you need to do is always make sure you are on the official Roku website and dealing with official Roku support. https://www.roku.com/

Roku Support does not charge for any support like where you ended up on Computer Group (Just Answer Experts).  Companies like that are not official Roku Support and cannot do any account-related resolutions.  They provide technical help for a fee - some can be considered "legitimate", others are simply scammers.  They certainly are not affiliated with Roku. (even though some claim they are).

---

As for your questions regarding charges, the best place to start is by going to the Roku Support page. https://support.roku.com/.  From there, look near the bottom right of the page where it says "Agent Support" and select "Check Support Options".

When that page loads, you will be at https://support.roku.com/contactus (you can look at the top of your browser to make sure that is where you landed).  Select "Accounts, Payments, and Subscriptions".  Answer the questions until you are prompted with "For further support, contact us".

A shortcut to the above process is https://support.roku.com/contactus/contact-options where you will be provided the official Roku Support Chat, Email, and Phone options.  (Note: different Roku products qualify for different levels of support, so I would just choose Email so a ticket can be created.)

---

If you find after emailing Roku that some of these charges are fraudulent, then will likely need to contact your bank/credit card etc to reverse charges and block future charges.

 

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941