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fathercharlesoffdensen · 6 years

Conversation

When Ferus Olin gets baked, he gets on customer service chats to argue about billing. When I am baked, I apparently do the same thing. I found the transcript saved on my computer this morning and just spent a while reformatting it so I could post it here, as a warning to myself or a celebration of my stoner ~eloquence, I'm not entirely sure tbh. I'm kind of proud of it either way though.

Me: I was emailed confirmation of a free week-long Showtime trial that I do not recall ordering, and that is not showing up on my account in any capacity. However, Roku keeps trying to charge me for it. I would like to have someone verify that the subscription is cancelled. Thank you!

Chat started

Me: Man, the person three spaces ahead of me in line is sure taking a long time

Damn 3, get the lead out

All right 2, don't let me down!

It's a good thing I can multitask 2

Awright let's party

'/\}:::::::::

Sorry my dog wanted to send a message

Arun joined the chat

Arun: Hi Jessica.

I can certainly help you.

Me: Cool beans

Arun: Please hold on a minute Jessica.\

Let me check that information for you.

Thank you for your continued patience.

Me: Haha I thought you were going away

I was like oh no what did I do

Arun: I do not see any channel subscription on your account.

Hence Roku will not going to charge you.

Me:

I definitely didn't subscribe, but I waited a couple of days after being notified to decide to go to the site and check on it like I'm doing now, so it's partially my fault that they tried to charge me for the post-free trial of the subscription.

But they did charge me and I need to make sure the account isn't set up for them to think I still want a Showtime subscription and keep charging me.

My bank knocks it back if it's going to put my account in the negative, but if it's not and Roku charges me again even though it doesn't show on your end that I'm being charged for anything, that would be irritating.

Arun: Might be the account is directly through Showtime.

Me: I just want it to show that the subscription trial was activated and that something still thinks I need to be charged for it on your end.

Arun: We refer you to contact Showtime and check with them.

Me: I don't think it is

Like I didn't go to the Showtime site and sign up, my emails are from Roku

Arun: Could you please help me with your alternate email address?

Me: ?

Arun: Let me check if the subscription is linked to that email.

Me: It's not on a duplicate account, the email from Roku comes to the [redacted 1] one

[redacted 2] or [redacted 3], I can't remember which one I might have used on a defunct account.

Arun: I found the subscription.

Me: Awesome

Are you able to mark it as cancelled on your end?

Arun: The showtime subscription is associated with the [redacted 2]

Me: So you can cancel the [redacted 2] account

If it already isn't

Like I shouldn't have been able to subscribe to showtime on that account because as far as I know it's been closed.

Arun: The subscription have been cancelled.

Me: Like the subscription wasn't done by me.

Arun: You no longer have Showtime subscription on your Roku account.

Me: So I'm worried there's a bigger problem like a tech glitch at hand.

Arun: I don't think it is a technical glitch because when you subscribe a channel it will ask for your payment information.

Me: I am positive I did not subscribe to Showtime.

Arun: Which can be done only from the customers end.

Me: But it wasn't

And I need to know why it still happened

To make sure my account wasn't compromised

Like somehow it was reopened and sent a subscription or someone got around it needing to be reopened first on your end

Arun: Let me give you a suggestion.

Me: Like idk if you can flag our chat so the idea that there might be a glitch can be run up the flag pole so to speak?

Because I am worried this might happen with other customers because it ended up being a glitch on your end, and you didn't find out early enough.

Arun: You can create a four digit Pin number in order to have control over the purchase or adding the channel.

Go to my.roku.com from your computer or smartphone.

If you are prompted, sign in to your Roku account.

If you cannot sign in to your Roku account, learn what to do if you have forgotten your email address or password.

Under PIN Preference, select the Update button.

Select your PIN preference from the three choices.

Always require a PIN to make purchases and to add items from the Channel Store.

Always require a PIN to make purchases.

A PIN is not required to make any purchase or add any item from the Channel Store.

If you choose either of the first two choices and have not created a PIN, you will be prompted to enter a four-digit number in the PIN field and select the Verify PIN field for confirmation.

If you already have a PIN, enter your PIN in the Verify PIN field.

Select Save Changes and agree to the terms of service.

Me: That's good, but this glitch would have already breached that kind of security

I just want to make sure that it doesn't replicate in any other accounts, or to have people on your end make sure it was only a one time thing

Arun: Alright.

Me: So are you able to add it to your call notes and then send them to the right department?

Arun: I make sure that this would never happen again.

Me: Okay

Arun: Alright.

Me: Can I get a follow up if you find out that it was a tech glitch?

Arun: Like i mentioned already it was not a glitch it was an authorized charge from your end.

Me: But it wasn't

Arun: Not Roku will never bill the customer without the customer concern.

Me: That [redacted 2] account has been closed for a while, I definitely didn't go into it a week ago and order a subscription trial

So it's not on my end

So I want to make sure Roku actually goes through and checks why it happened

Like do you fill out a specific form notifying your supervisors to pull specific calls to further to the right department, or can you check a box on my notes to have an email notification of its importance sent to the right people?

I'm just worried you won't take the effort to forward it because it's not something you were taught to do in training or whatnot.

Arun: Sorry for any inconvenience.

Me: It's fine, I just want to make sure

Arun: Jessica, we will definitely help you following up with your concern.

Me: Thank you so much

How long do you think it will take to follow up?

Arun: You are welcome.

Me: Like they probably won't tell me until after they've investigated and fixed the problem, and fixing it might take longer than three business days.

So I wanted to know what to expect

Arun: In case if you got any charge in the future we will help you with the refund.

Me: Right but I want to prevent that from happening with this email

Arun: Provided you let us know on time

Me: Because I don't want to have to go through a refund process especially when I've spent about two hours now trying to get you to agree to look into fixing the problem now

Like if it's still there a month from now, that would mean nobody looked into it

And I'm hoping it won't take a month for Roku to get back to me.

Arun: Then please remove the payment information from your Roku account too and we have helped you with the PIN.

Me: What if I wanted a different subscription for HBO or something and needed to use that same payment method

Arun: If we have any update for you we will let you know.

Then you can use the PIN

Me: Like on my end I made the [redacted 2] account defunct, which means even if the same payment information links the accounts, that account still shouldn't be triggered to submit a request to charge me for something.

Can you remove the payment information from the [redacted 2] account on your end?

Then they won't be linked

Which is probably what you meant initially

Arun: You will have to remove the payment method from your roku account.

Me: Okay I can probably do that

Arun: We do not have an access to do it.

Please go through to the link sent earlier.

Me: Okay

Arun: Thank you.

Me: Did we ever figure out how long I should expect to wait for a follow up?

Arun: However, there is no follow up required here.

All you will have to do is just remove the payment information0

Me: I thought you said earlier that I would get a follow up regarding what Roku found to be the reason behind my account being glitched in the first place, and whether they then made sure it hadn't affected other accounts, and then verified that they had fixed those, on top of that.

Arun: No, there is no follow up require here.

Me: Otherwise how can I be assured that this problem won't happen again?

I don't want to have to go through this process again. I have major talking to customer service anxiety, and this was already really trying.

Arun: First remove the information form the account. then within 24 hour you will receive an confirmation email.

Me: So I don't want to have to do it twice, which is why I would appreciate the follow up.

Arun: You will not have to.

Me: So I wanted to make sure you have the ability either by going out of your way personally to pass the information on or by filling out a form or checking a box so it automatically gets brought to someone who can address it.

I just want someone to get back to me - again, not sure how long to expect that to take - and formally say they looked into it.

It will give me peace of mind.

Arun: Like we mention earlier remove the payment information and within 24 hour you will get email that you have removed the payment information. Please go through to the guidance provided to you.

Me: I definitely will, I am just making sure my request to have this passed along is going to happen.

Arun: Okay.

You are most welcome..Thank you for contacting Roku Tech Support! Have a wonderful day! [Editor's note: Dude probably would have lost a couple QA points for not asking me one final time if I had any other questions or concerns. I cannot express how quickly he logged off once the opportunity seemed to arise. I do not really blame him, it was essentially a survival tactic at that point.]

Arun: left the chat

Chat rated Good

Comment submitted

Me: The comment I submitted was "Thanks/sorry, Arun!"

Poor guy

Queue position: 3

Me: Okay leaving now so I don't clog up the queue. Thanks again, Arun!

Queue position: 3

#weed #customer service chat #roku #showtime #hulu

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