Roblox Corporation

Hello,We understand that our requests for verification can be cause for frustrationHowever, please remember that in order to ensure the safety and security of all player accounts, we must verify ownership of an account before further discussing account details or making changes.In reviewing this
account, there were two purchases that preceded your transaction via PayPalWithout going into detail, one was through Google Play, and the other through a credit/debit purchaseWhen verifying ownership, we request contact or information related to the earliest information on the account in order to help ensure we're discussing matters with the original ownerThis is especially the case when recent information does not perfectly match earlier account/billing details.Finally, we've noticed that a dispute has been filed for the purchasePlease know that when this occurs, Roblox is electronically informed of the dispute, and player accounts are closed as an automatic process as the charge is assumed unauthorizedFurther, this also locks Roblox out of access to any funds, making us unable to assist directly with these transactions.Having said that, please know that a member of our Billing team has replied to your ticket with us in order to offer what assistance we canPlease keep in mind, that our Billing department will require specific information (even if already provided in email) via phone, and we will still need to verify ownership via either of the options mentioned by our agent in the reply dated, August 10, 2017Sincerely,Customer ServiceRoblox

Hello,We received a report from PayPal regarding a disputed PayPal transaction that took place on July 04, 2017, and in the amount of $USDAs you know, the account was subsequently deleted on July 11, 2017.While we have not yet received further contact from either*** *** or the number ending in *** when we do, the provided information will be forwarded to our Billing Department for review. Sincerely,Customer ServiceRoblox

Roblox has responded
quickly with their senior customer service repThey have reinstated my son's account which has allowed us to update his email and turn on two step verificationI am rejecting closing the complaint until the other issue is regarding the unauthorized trades is resolvedThey assured us it will be addressed within business days or by August 10thI have responded to their email and have told them we await their response before or on August 10th
Complaint: ***I am rejecting this response because:Sincerely,*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello,Thank you for bringing this matter to our attentionA senior member of our team is currently reviewing the case and should reply in short orderPlease rest assured that if there are any errors on our end, proper feedback will be conveyed to those agents involved and our
team.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/11/16) */
Hello ***,
We understand this situation is frustrating and would be happy to assist you with it furtherUnauthorized charges are a violation of our terms of service and results in termination of the accountPlease know that ROBLOX cannot
initiate new charges on your behalfWe do not store the full credit card information on our servers and no billing information is visible from a user accountThe only way a new purchase can be made is if someone enters in the full credit card info each time for each new purchase
We do have recurring memberships, but those can be canceled at any time before a renewal date by logging into the account and selecting the cancel optionThese charges would not continue if you canceled your card
When this occurs, we often find that it's a result of a child in the household using a credit card without permission or that your information was otherwise compromised
I was not able to find any correspondence or charges under your name or email as listed hereTo assist you further, please write to ***@roblox.com and provide a list of charges by date and amountBe sure to include any associated user names, billing name, billing email address, denote if the charges were via Credit Card, PayPal or another format such as Google Play or iTunes, and if via Credit Card, be sure to include the last digits of any credit card usedThis information will help us to locate the charges and send a refund request to our billing department
Sincerely,
*** Service
ROBLOX

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello ***,
We have provided you with the information as to why your son's account was closed in ticket #XXXXXXXWe thoroughly review these instances and would prefer never to have to close a ROBLOX account, but for the safety of all of
our players, some offenses will result in the immediate closure of an account as per our Terms of Service: http://www.roblox.com/info/terms-of-service
If you need any further assistance, please don't hesitate to follwith that ticket
Sincerely,
*** Service
ROBLOX

Initial Business Response /* (1000, 5, 2015/08/05) */
Hello ***,
We have previously addressed your concern, as well as restored ownership and items in the account, in ticket #XXXXXXXWe strongly recommend reviewing the account safety information we provided with your son, as in all of
these cases, the player's account is compromised through phishing or a player being tricked into giving out their password
If you still need further assistance, please don't hesitate to reply to the aforementioned ticket
Sincerely,
*** Service
ROBLOX

Complaint: ***I am rejecting this response because: They did not address said issueThey are referring to when my daughter got hacked back in January...which they also never helped me and I was able to retrieve her account on my ownThis is specifically regarding ticket* *** Again, they have not addressed the fact that their security system has failed, have not implemented any update to avoid this over turn of their step verificationId be highly interested to see the content of their update logs if they behind the scenes fixed it but refuse to admit they were in the wrongAgain, our family was not at fault, we used every precaution available the website offers, therefore I do not see why it is a big deal for them to restore my sonIt literally costs them nothing, but the lack of restore did cost us (again, due to their security breach)Im able to attached related emails between the customer service team and myselfI literally spelled out what happened and all Ive recieved was generic responses "you should've used our step verificstion"Well we did, and if anyone had the courtesy to actually help us they would've seen itThey wouldve taken the time to know the details, see that there is a bigger issue involved (and be grateful I brought it to their attention), and figure out a solutionI have such a history with said company, years ago I informed them of a security flaw they had with their roblosecurity codes, and back then they looked into it, and now they implemented a warning in the inspect element for users-those were the days this company made me proudOur family has long been a supporter and advocate for safetyAll I want is the decency of an appropriate response and action.Sincerely,*** ***

Hello,We received contact from the provided email address on May 04, Our Billing Department replied that the account could not be opened, and that the card holder would need to contact us directly if there were any further questions.We then received contact from an individual identifying
themselves as the parent and card holder on May 07, Our Billing Department then let the person know that for safety and security purposes, they would need to contact us by phone, and leave a voice message with requested account/purchase information. We subsequently received a voice message on May 08, and our Billing Department reviewed the matter and informed the individual that the Robux from this purchase were received by the account, were completely spent, and we are unable to recover the value from the account related to the disputed chargeAs such, it was determined that the account would remain closed.Please keep in mind, when we receive dispute/charge-back notices, player accounts are closed as an automatic process as the charge is assumed unauthorizedFurther, once charges are disputed with a bank or credit card company, the financial institution then has full control of the transactions and Roblox is locked out of access to any fundsDespite this, as a courtesy, our Billing Department reviews these situations on a case-by-case basis to determine if we can recoup the value of the purchase and reopen the account.While we understand any frustration, please know that this account is no longer eligible for review as it has already been reviewed by our Billing Department, and the account was terminated more than a year ago.Sincerely,Customer ServiceRoblox

Complaint: [redacted]I am rejecting this response because:  We have called once again without answer. Multiple calls have been made with messages and still nothing.  My husband had emailed you from the emails used when robux were purchased and still nothing. His emails are[redacted] and [redacted] The emails he sent from these addresses have gone unanswered just like his phone calls. Sincerely,[redacted]

Hello,Roblox does not have live phones, which is why we have been requesting a voice message with the noted information in our previous replies. In the two previously mentioned voice messages from the number ending in [redacted] as has been stated, the caller did reach our voice message service but no message was left and the caller hung up.We've again checked for any new voice messages from the number ending in[redacted] but have still only received the two mentioned above. We also checked for correspondence from either[redacted] bust as before, we have not received emails from either of these addresses.When calling, we recommend selecting option "2" in the first menu, and either option "2" or "0" in the second menu. Options "1" and "3" are respectively for information on cancelling a membership and business-to-business contacts. Once you've selected either option "2" or "0" in the second menu, an automated message will then provide general information and upon hearing the tone, please leave the previously requested information.As for why the account was terminated, as mentioned our earlier replies, it was not due to "Asking for an adjustment in robux", but because the card holder filed a dispute with their financial institution. The financial institution then notified Roblox of the dispute and the account was closed as previously noted.We apologize, while we sincerely wish to assist in this matter, we will not be able to proceed forward until we have received the requested information in the manner requested.Kindest Regards,Customer ServiceRoblox

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business has reached out to me so we could verify the account and offered solutions in this matter .Sincerely, [redacted]

Hello,As per our previous reply, our Customer Service team has not received any contact from the provided email address [redacted] nor have we received a call from the provided phone number[redacted] We have received emails from various addresses; however, none of those are associated with the account. We've also received a couple calls from a number ending in[redacted] but the voice messages were blank with no provided information.When we receive dispute/charge-back notices, player accounts are closed as an automatic process as the charge is assumed unauthorized. In order for our Billing Department to review this matter further, the billing account holder will need to contact us by phone and leave a voicemail message confirming the following information regarding the disputed transaction(s):- Dates and amount of purchase- Full billing name- PayPal email used for the purchase- Billing email addressPlease also reference this ticket number[redacted] when leaving leaving a message with the information listed above. Once our Billing department has that information, they can review the situation further and potentially open the account.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/07/20) */
Hello [redacted],
We're sorry to hear about this issue. There was previously some confusion over the correct account name as the user name on the account had previously changed. I see that our team did follow-up with you in ticket #XXXXXXX. ...

Please don't hesitate to reply to that ticket if you still need further assistance.
Sincerely,
ROBLOX
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The "username on the account changed" because he went from the free (limited) app, to the paid subscription, which is the account he lost access to 2 weeks after I purchased the subscription (hence why we are here now). Although communication with ROBLOX was slow, and their initial attempts at resolution included accessing the wrong account, and finally giving him access to an account that was never his, it isn't worth the time to continue. It would have been nice for my son to be able to have access to the account that was his, since he does not have the same items in this "new" account, but we will call it good and move on. Lesson learned.

Hello,While we do apologize for any frustration this situation has caused, we have reviewed the case and found our Customer Service agents replied in a manner keeping with our policies and available features. As mentioned by our agents, split payments is not an option we currently have available or...

that we advertise. However, we are aware of customer interest in such a feature, and Roblox is considering various options to possibly implement in the future.As for the Game Cards themselves, they come in several different denominations and customers may choose to either spend them in full, in part, or save them for later. For example, we've run into several instances where a child receives a Roblox Game Card as part of their allowance. They'll choose to purchase some Robux--the game's online currency--and then save the rest to combine with Game Cards down the line; often for a longer or higher level membership. Another important point to remember is that the credit from Game Cards never leaves the account, so if a card it redeemed in the future, that credit will be combined with the credit currently on the account.If you're planning to purchase a membership each month for your child, we recommend buying a Game Card in a larger amount. As with other payment methods, once a membership is purchased via Game Card credit, the account will look to automatically renew as long as there is enough funds to cover the cost. A number of parents prefer this option as they do not want to enter credit card information online, and they can treat Game Cards as a re-loadable account.If you wish to make individual purchases every so often, and you're not concerned about making purchases online, then we recommend another payment method such as debit/credit card or PayPal. Please note, we have notified our Billing Department of your current ticket with us, and they should issue a reply soon if they have not already done so.Sincerely,Customer ServiceRoblox

Hello,We understand your frustration in this matter and to hopefully alleviate at least some of it, we're going to provide some additional information about our process and the incident concerning your son.While the restoration of items, currency, groups, etc. is not guaranteed by our Terms of...

Service, our Customer Service team offers them as a one-time courtesy as we understand children can make mistakes. The reason this is only a one-time courtesy is that as part of our process, users are furnished with information on how to protect their accounts and keep them secure.In reviewing your case, we see that your child was provided a restoration on three prior occasions, and that this was your forth request. During their investigation, our Account Restores team found the cause was not due to a system vulnerability, but due to your son downloading a browser extension.These browser extensions are created by a third party and are effectively malware. As such, they do not require that someone is home, on the computer, or even logged in at the time. These extensions often promise some sort of increased/additional functionality for Roblox, and once downloaded, can gather the information they need to be used at a later date.We understand your desire for forth restoration, but as per our team's findings, we are unable to restore anything further to your son's account(s). Please make sure your child not only makes use of the security features we provide, but also takes steps to ensure the integrity of that security is maintained.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/10/21) */
Hello [redacted],
We're sorry to hear about your frustration. However, as per the emails we sent to you previously, the attempted charges were declined by our system and ROBLOX did not receive any funds for the attempted purchases. When this...

occurs, sometimes your bank or credit card may show a pending charge, but the pending charge will be removed from your account typically within 1-3 business days.
I reviewed the transactions in question and for the attempted charges, our credit card processor reported back that the information associated with the credit card, was not entered in correctly. We recommend that you speak to your credit card company to ensure that the information you have matches exactly what they have on file before attempting to make a new charge.
If you continue to have an issue with a credit card purchase, there are other options available, including PayPal or game cards. Game cards can be purchased online or in stores at various retailers such as Wal-Mart or GameStop.
In the emails from earlier this year, we were not able to find any charges associated with the user name provided supperdan. With your recent email we were able to locate the correct account, which is "[redacted]".
If you find you are not receiving our emails, please check your spam/junk folder and make sure emails from @roblox.com are on your email's whitelist. I've included a copy of our previous correspondence for you below regarding these most recent attempted and declined charges.
Sincerely,
[redacted] Service
ROBLOX
Email previously sent on 10/20/15 at 12:51p pacific
Hello [redacted],
Thank you for contacting us. The charge(s) in question were declined and will not be processed by ROBLOX.
When a charge is declined by our system, this typically means that the billing address associated with the card used does not match what is on file with your banking institution, or the information was entered incorrectly at the time of purchase. Please ensure that the billing information that you enter on our site when you make a purchase matches what is on file with your bank or credit card company.
These transactions can trigger a security alert with your financial institution and the funds will be held in a pending, "hold" status for a few days. Please bear in mind that some banks and credit card companies do not show the difference between "pending" charges and "posted" charges.
These security-hold charges do not post through to ROBLOX. Any pending charges should roll back to your account within 1-10 business days if they have not already done so.
Please note: We recently have upgraded and updated our payment systems and processes. In providing extra attention to security for our customers, some credit cards that were previously used for purchases may no longer be accepted by our system.
If you continue to have an issue with a particular card, please try using a different credit card or another form of payment such as PayPal or a ROBLOX game card. Information about additional payment options can be found at: https://en.help.roblox.com/hc/en-us/articles/XXXXXXXXX
Sincerely,
[redacted]
[redacted] Service
ROBLOX
https://en.help.roblox.com/

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]