Account, payments & subscriptions

[CoChing77]

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

[CoChing77]

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 

[RokuDanny-R · Accepted solution]

@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

[CoChing77]

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). 

[clauric]

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.

[CoChing77]

@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.          

[clauric]

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. 

[reigel1975]

Have you solved this problem? I am experiencing this now and Im desperate to solve this problem.

Thanks

[CoChing77]

What I ended up doing was cancel my iwantTFC subscription with Roku and set up direct at the tfc site.  Apparently - payment via Roku is not recognized for one reason or another by the guys at TFC. Reaching out to those folks is like communicating to a black hole.  Unfortunately based on what I understand, TFC expects registrations through mobile devices or their site not via Roku. So once you've cancelled your current subscription sign out of the Roku app then log in using your new tfc creds.  Roku can only help up to a certain point  - this is a TFC issue - and they treat their clients like dirt.  If it were me I'd forget TFC - but I'm not the primary user.

Good luck!!

[clauric]

So basically this is what I did and what happened. I cancelled my Roku subscription to ensure it’s not going on auto renewal (already charged) and I asked them for a refund. While waiting for Roku’s reply, I subscribed thru iwantfc. Iwantfc apparently can’t do anything, but after a few days of complaining and waiting (both Roku and Iwantfc takes a day to answer your inquiry. It sucks because you cant call or it’s hard to find a live chat person at least) my Roku payment finally showed up to the iwantfc payment transaction (you can check this on the tfc website to see your payment history) It took days for the Roku payment to finally appear on iwantfc, but too late not I already purchased a subscription directly from iwantfc because my mom needs her teleseryes (I end up seeing that I have two month worth of subscription when the Roku payment was applied). Roku decided to refund me even though they hesitated at first but I told them it was giving me so much stress and days have been wasted. So the refund end up taking the extra one month subscription off from iwantfc. I am currently on an automatic renewal with iwantfc instead of Roku now.