What Is the www.getroman.ny Charge on Your Statement?

A charge labeled “www.getroman.ny” on your bank or credit card statement is a payment to Ro, the telehealth company formerly known as Roman. It almost always falls into one of three buckets: a one-time enrollment or consultation fee of around $45, a recurring monthly membership fee for Ro’s Body Program (its weight-loss service), or a payment for prescription medication. If you did not expect the charge, you can cancel the subscription through Ro’s patient portal, request a refund from the company, or dispute the charge with your card issuer.

Matching the Dollar Amount to the Fee

Ro bills several things separately, and the amount on your statement is the quickest clue to what you’re looking at.

A charge near $45 is typically the initial enrollment or consultation fee. Consumer complaints filed with the Better Business Bureau show that many customers did not realize this fee was separate from the recurring membership, or that monthly billing would begin automatically afterward.¹

A charge of $39 is usually the first month of the Body Program membership, which then renews at $145 per month. That membership covers clinical support, messaging, coaching, and lab testing, but not the medication itself.²

Larger charges, generally between $199 and roughly $1,100, usually reflect the medication itself. Branded Wegovy runs $199 to $349 per month, Zepbound vials $299 to $449, and branded Ozempic can reach $900 to $1,100 at cash-pay prices.²

Some customers have also reported surprise annual membership charges in the $883 to $888 range that they did not realize they had authorized at signup.³ One caveat on reimbursement: Ro does not accept insurance for its membership fees and does not take HSA or FSA cards directly, so these charges hit the account they’re billed to and must be reimbursed separately through a benefits provider.²

How to Cancel So the Charges Stop

To stop future billing, Ro directs customers to log in at my.ro.co, click “Plan” on the Ro Body Program card, and select “Cancel Plan.”⁴ If the “Cancel Plan” option is not showing in your account, Ro says to email care@ro.co.⁵ There is no customer service phone number, and consumers have described the email-only support process as a “perpetual circle” of help articles and automated responses.³

Timing matters. Multiple BBB complaints describe customers who canceled but were still billed for the next cycle because the cancellation landed outside the company’s cutoff window.³ Others reported broken links or trouble logging back in to complete the online cancellation.⁶ If the portal will not cooperate, email support promptly and keep a copy of the message with a timestamp.

Getting a Refund From Ro

Ro’s written policy says all sales of prescription products are final and the company does not issue refunds for them.⁷ In practice, BBB records show Ro has issued full or partial refunds after consumers filed formal complaints, including $39 enrollment fees, $149 membership fees, and medication charges between $449 and $1,315.¹ For customers who were hit with the $45 enrollment fee while merely browsing pricing rather than signing up, the company has generally confirmed the cancellation and refunded the fee once contacted.⁶

One sequence point worth knowing: at least one consumer reported that Ro refused a refund because the customer had already filed a chargeback with their bank. That creates a situation where the company and the bank each point at the other.³ If you want to try the refund route directly, do it before opening a formal dispute with your card issuer.

Disputing the Charge With Your Bank

If Ro will not resolve the issue, federal law gives you a backup channel. The specifics differ depending on whether the charge hit a credit card or a debit card.

Credit Card Charges

The Fair Credit Billing Act lets you dispute billing errors, including unauthorized charges and charges for services not delivered as agreed, by writing to the card issuer within 60 days of the statement date on which the charge first appeared.⁸ You are not required to pay the disputed amount while the investigation is pending, and the issuer cannot report it as delinquent. The issuer has 30 days to acknowledge the dispute and 90 days to resolve it.⁹ Liability for unauthorized credit card charges is capped at $50.

Debit Card Charges

Debit protections are weaker and move faster. Report the charge to your bank within 60 days of the statement date to limit liability for additional unauthorized transfers; waiting more than two business days after discovering the problem can raise your liability to $500. Banks generally have 10 business days to investigate and must issue a temporary credit if the investigation runs longer.¹⁰

If Direct Contact With Ro Fails

The Better Business Bureau has logged 587 complaints against Ro over the past three years, with 94 categorized specifically as billing issues.¹ Recurring themes include being billed hundreds of dollars after an attempted cancellation, and in one case being charged for roughly three years for a membership the customer believed was a one-time three-month prescription.⁶ In many resolved cases, Ro processed refunds only after a BBB complaint was filed, so that channel can work as an escalation when email support stalls.

You can also report the practice to the FTC at ReportFraud.ftc.gov or file a complaint with the Consumer Financial Protection Bureau. The FTC’s click-to-cancel rule, finalized October 16, 2024, requires subscription sellers to make cancellation as simple as sign-up, to obtain express informed consent before charging, and to clearly disclose all material terms before collecting billing information. The rule applies to telehealth memberships.¹¹

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Better Business Bureau. Ro Customer Complaints
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U.S. News & World Report. Ro Review
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Better Business Bureau. Ro Customer Complaints, Page 2
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Ro. How to Cancel a Subscription to the Body Program
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Ro. How to Contact Us or Provide Feedback
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Better Business Bureau. Ro Customer Complaints, Page 6
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Ro. Returns and Refunds
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Federal Trade Commission. Using Credit Cards and Disputing Charges
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Federal Trade Commission. What to Do if You’re Billed for Things You Never Got
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Consumer Financial Protection Bureau. How Do I Get My Money Back After an Unauthorized Transaction
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Federal Trade Commission. FTC Announces Final Click-to-Cancel Rule