Roblox Corporation

Final Consumer Response /* (2000, 6, 2015/11/20) */
As of today Roblox has re-enabled the account and refunded the incorrectly charged money. All issues have been resolved as far as I am concerned.

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]

Hello,We certainly appreciate and share your concerns for security on Roblox. With regard to compromised accounts, the most recent email we received from the included email address was on January 06, 2017, concerning the account starting with[redacted] To this, an agent replied on January 07, 2017...

requesting contact from a specific email address in order to verify ownership. While we understand this may be frustrating, this is done to help ensure we're speaking with the original owner of the account.With concern to the restoration of lost items and/or currency arising from an account having been compromised, please know that accounts are not guaranteed a restoration, but are offered one as a potential one-time courtesy provided the account was found to have been compromised at the time. Even if an account has previously received a restoration, our Restores team always investigates reports to ensure there are no security breaches in Roblox and to locate any wrongdoers to remove them from the site. Further, even though restoring an account's items/currency is typically done only one time, this does not mean that a second case will automatically be denied. Depending on circumstances, a second restoration may be issued. For example, if a security breach was found on our end, we will of course issue another restoration.Finally, with "hack week" (or hackathons, hackfest, etc.), though we understand the name can imply untoward behavior, by no means is that the purpose of the event nor is it specific to only Roblox. Hack Week or sometimes "Hack Day", is an event that companies within the tech industry may hold among their employees or a larger audience. The general aim is for individuals to collaborate together to create something from start to finish within a limited time-frame. The purpose of which is to help foster creativity and cooperation, particularly in achieving a goal.If your child's account has been compromised again, please be sure to contact our Customer Support team. For the purposes of verification, if you're unsure what email from which to contact us, our team can assist with that. Once ownership is verified, our team will forward your case to our Restores team for further investigation. As mentioned above, while restoring an account's items/currency is typically only done as a one-time courtesy, they will still consider a second request.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 8, 2016/01/27) */
This player also wrote in on https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/[redacted] as "[redacted]".
Our follow-up response is noted there:
Hi [redacted]
The account [redacted] was not created by you and your...

information does not match the original information associated with the account. You also have a history of attempting to access and claim older accounts that do not belong to you, as well as a history of otherwise violating the Terms of Service on multiple accounts, which have also been closed.
This account will not be reopened.
Sincerely,
[redacted] Service
ROBLOX
Initial Consumer Rebuttal /* (2000, 10, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ok you got me

Initial Business Response /* (1000, 5, 2015/12/02) */
Hello [redacted],
We appreciate you bringing this concern to our attention. I reviewed your ticket and see that one of our agents followed-up with you yesterday afternoon and your son has both the Golden Coolest Snowman and the Red Hyperlaser Gun...

on his account. I've included the correspondence below. We generally try to respond to all requests within 24 hours, but things do get a little extra busy during the holidays. :) We appreciate your patience and if you need any further assistance, please don't hesitate to reply to your current ticket.
Hello,
Thank you for this info! I have been able to get everything taken care of for you. The Golden Coolest Snowman has been applied to the account.
As for the Red Hyperlaser, I'm not really sure what has happened here. I can see where the item was purchased but cannot see where it was sold or traded. It is likely that it may have been deleted by mistake. Generally we're not able to restore items when they've been deleted, but I think it would be okay to do so this once as a one time courtesy. I've gone ahead and reapplied the hyperlaser to the account for you.
That said, usually when items disappear like this, it's a sign that the account has been compromised somehow. While I can't see anything else to suggest this has happened, I would still change your account's password [redacted] to be safe. Please make sure it is very different from your current one, isn't used on other websites and is hard to guess. This kind of password [redacted] to be 8 characters long and contains capital letters, lowercase letters, numbers and at least one special character.
Have a good day!

Complaint: [redacted]I am rejecting this response because:
There was no dispute opened in Paypal. We emailed Roblox directly (as shown in previous replies via pictures).  A call was made yesterday from phone ending in[redacted] Steps followed as directed. Awaiting reinstatement of our account. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I did recieve an email in the spam folder, that is my fault for not checking, however I did not recieve a response to any of my questions in the email I sent.
Sincerely,[redacted]

Hello,Thank you for getting back to us. We reviewed the ticket[redacted] and found that it is not from the provided email[redacted], but from a Gmail domain beginning with [redacted] regarding an account that also starts with [redacted] Initially, the username was not provided and was requested by the agent working the case. After review, the agent requested contact from a different address in order to verify ownership.From there, we received an email from a Yahoo domain beginning with [redacted] In it, the agent did note mention of 2-Step Verification being bypassed, which is why the following was included in the reply:"If you are using Chrome, please take a moment to check for and remove any Roblox related extensions. We also recommend checking and removing all browser extensions. Some browser extensions can steal login information or cookies and this allows someone else to access your account. We recommend not using any browser add-ons or extensions unless you are 100% sure they are from trusted sources."The mention of Chrome was in part because the screenshots provided in that ticket were from that web browser, but also because such extensions are commonly associated with the browser. The ability to bypass security features is why such extensions are mentioned in the following public Help article: [redacted]This is similar to having a password or the "roblosecurity codes" you mention. While both of these are there for security purposes, if given out, it bypasses that purpose. This is why it is important to heed the information provided in that article and users take steps to ensure the security of their account.As for the request for a restoration of items, this was denied because while restores are typically a one-time courtesy, the account had received three prior restorations before this latest incident. In our last restoration on June 01, 2017, the agent stated the account had received 2 prior restorations, and that this would be the final one. That said, we do acknowledge that mentioning 2-Step Verification was unnecessary in this latest instance, and feedback has been issued to the agent.Unfortunately, as this is the fourth such request, our Restores team has provided all the assistance they can in this matter.Kindest Regards,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/12/28) */
Hello [redacted],
I reviewed the tickets in which we've previously corresponded with you, associated with your email "[redacted]@gmail.com". The only correspondence we have a record of is regarding moderation actions on your account.
In...

regards to having multiple accounts previously, please note that we must be able to verify your ownership of these accounts before resetting the accounts for you. If you have previously corresponded with us and we have stated that the information you've provided to verify ownership does not match what's on the account, then the account cannot be given to you.
If you need assistance with a different account, please email [redacted]@roblox.com and be sure to provide the user name, as well as email us from the original account email or original billing email address, if applicable to aid in verifying ownership.
Sincerely,
[redacted] Service
ROBLOX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think I forgot to mention me not being able to get into my account so I can't get in. I've tried everything and by the sounds of it my account security was breached and I can't get in. If you have any other way for me to prove my ownership please tell me.
Final Business Response /* (4000, 15, 2016/01/11) */
Hello,
As previously mentioned, if you are unable to verify ownership via providing the requested account information or emailing from the requested address, unfortunately, we cannot assist you further with the accounts you are attempting to claim ownership for.
Sincerely,
[redacted] Service
ROBLOX
Final Consumer Response /* (2000, 17, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ok, that's cool, even though I wish I could get my accounts back, I can't prove it, so thanks anyways.
(But they are mine, I'm not trying to steal accounts or anything, that's low.)

Hello,
 
We do sincerely apologize for any frustration caused by this situation. To potentially help alleviate some of this, we want to take this opportunity to explain some of our systems and the procedures we have in place. 
 
To start, your credit card information is not...

associated with the account as these purchases were made through iTunes which is a third party vendor. In order to host our app on their platform, we are required to use their billing system, but we do not have access to your iTunes profile and thus we can only confirm what products have applied to a given account.
 
For this reason, once an account is located, we require a receipt or a screenshot of purchase history. With specific regard to verifying ownership, we go with the earliest possible information to help ensure we are speaking with the legitimate owner.
 
Note: Though not applicable to this specific case, to be clear, even with credit card transactions made directly through our site, we do not have access to full credit card details, and we require information is entered each time a purchase is made.
 
In reviewing this case, we do see that you provided us with images. However, as explained, these images were too small to legibly read the information contained within them and so larger images were requested.As for any reimbursement, it is typically the responsibility of the account owner to both contact us and provide requested information in a timely and clear manner. Having said that, we also noted in our review there were several errors on our part that extended this process and as such, we are looking into reimbursing you for the lost months.Please know that our Customer Service team will be replying to your current email shortly, and that this situation will also be used for training to help ensure incidents like this do not happen again.
 
Sincerely,
 
Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/10/08) */
Hello [redacted],
Our [redacted] Service team recently sent you this follow-up reply which should have resolved this issue. We're sorry to hear you had difficulty understanding the information we had sent to you previously and will be sure to...

incorporate your feedback into improving this information in the future.
Hi [redacted],
I'm so sorry to hear you've experienced such a difficult time and have not felt you've been provided with adequate and easy to follow support. I've reviewed your correspondence with the previous agent and understand what you need help with. We ask that parents and players provide certain information as it can help us more easily investigate what happened, but with all that you've provided so far, we've been able to locate the transaction in which your daughter's Robux was spent without her permission.
The following has been restored to your child's account:
1,222 Robux
We encourage you to thoroughly review our account safety guidelines, as they contain information on how accounts can become compromised as well as tips on how to keep account information safe: https://roblox.zendesk.com/entries/XXXXXXXX
Please don't hesitate to let us know if you need any further assistance.

Hello,Thank you for notifying us of this case. Please know that a Senior Customer Service Agent is currently reviewing the matter, and should issue a reply in short order. Further, should any errors have occurred on our end, please know that applicable feedback will be issued to...

agents.Sincerely,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. However, in the future, the business needs to do a much better job communicating with customers. Ignoring repeated requests only make issues worse. I work in IT. I know hints happen. The lack of communication is still an issue. Sincerely, [redacted]

Hello,As mentioned in our previous email, 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've also received a couple calls from a number ending in [redacted] but the voice messages were blank with no provided information.We again reviewed both of these phone numbers along with the email address noted above, and have not received any new messages. As for the new emails mentioned, we have not received any contact from the email [redacted] or the email [redacted]However, we did receive an email from an address ending in the domain [redacted] on July 11, 2017. Included in this email's signature are the phone number ending in[redacted] and the aforementioned [redacted] This email was sent to our Appeals team whom replied on July 12, 2017 to inform the individual contacting us their case was being directed to a specialist for review. That specialist replied on July 13, 2017 requesting to receive a call with specific information--the same information we included in our previous reply. The individual that contacted us originally also replied back on July 13, 2017 stating they had called several times and also that they did not dispute the charge. To this, the specialist replied we had not received any voice messages with the information, and that we could not assist further until an adult called in with the requested details.As mentioned by both that specialist and in our previous message, when we receive dispute/charge-back notices, player accounts are closed as an automatic process as the charge is assumed unauthorized. To explain further, a dispute/charge-back notice is created when a card holder contacts their financial institution to report a fraudulent charge. This information is then provided to us by the financial institution and we proceed as noted above.While disputes are under the control of the financial institution themselves, Roblox is still willing to work with customers as best we can. As such, we're still willing to assist in this case, but we must receive a call (voice message) with the requested information from an adult.As a reminder, those details are:- Dates and amount of purchase- Full billing name- PayPal email used for the purchase- Billing email addressPlease also reference ticket numbers[redacted] and [redacted] when leaving a message. Once our Billing department has that information, they can review the situation further and potentially open the account. We really wish to assist you in this situation, but we first must receive that information in the requested manner.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/12/04) */
Hello [redacted],
We appreciate you letting us know of any concerns or players breaking the rules. Using the Report Abuse system is the best thing to do as this does send reports to our moderation team for review. Please remember that you will...

not be able to see when another account is moderated, but rest assured that our team takes action against against players breaking the rules.
If you are having issues with any of the admin commands set-up within a specific game that your or your friends have created, please make sure to check your scripts, ask for help from fellow scripters on the forums and check out our help articles at the ROBLOX wiki (http://wiki.roblox.com/).
Although we still want you to report anyone breaking the rules, you can also block players you may not wish to chat or be in contact with in game and on the website. You can read more about that here: https://en.help.roblox.com/hc/en-us/articles/XXXXXXXXX
Sincerely,
[redacted] Service
ROBLOX
Initial Consumer Rebuttal /* (2000, 7, 2015/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Actually, funny enough, the people who were breaking the rules got banned today while they were in-game. Get good, nerds!
Thanks for actually reviewing it! :D
I don't need help editing the admin commands, nor does severaty, the owner of the game.

Hello,As we mentioned in our earlier reply, when re-accepting the Terms of Service, we recommend reading the moderation message for more information on why your account was moderated.With regard to the last moderation seen on your account, the following was provided to you upon re-accepting the ToS:"The only links that you are allowed to share in are roblox.com, youtube.com, twitter.com, and twitch.tv. Posting other links, even in images, will result in further moderation actions."The reason for this, is the moderated image contained a link in the lower-left corner. This is extremely common for images taken from the internet. In the future, please make sure you read the included message when re-accepting the ToS.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 9, 2015/06/10) */
Hello [redacted],
We're sorry to hear about the issues you experienced. I do want to reassure you that ROBLOX does not contain any viruses or malware and would not cause the issues that you described. The ROBLOX website is safe and free to use, as...

is the small client download, which does not contain any 3rd party software, and only enables game play on your device.
Although ROBLOX is safe to use, there are many sites and programs out there that may not be safe or may contain malware. We strongly recommend that you enable reputable anti-virus/anti-malware software on your system and make sure your browser settings are set for the best internet safety practices if you are continuing to experience these issues.
If we can otherwise assist you with a ROBLOX related issue, please don't hesitate to let us know.
Sincerely,
ROBLOX
Initial Consumer Rebuttal /* (2000, 11, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can only speak from experience and two computers later

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. My son's Roblox account was restored after they were able to verify account ownership through other means. Thank you.Sincerely, [redacted]

Hello,Roblox is committed to providing safety and privacy protection for our users. In accordance with this and COPPA regulations, users under the age of 13 will have a restricted filter for all interactions. You can read more about our chat system and privacy settings in our help...

article: [redacted]Our systems were recently updated to ensure that all of our users were on the appropriate chat setting for their age. Please note that due to the reasons listed above, we are not able to change the age of the account if the player is under 13 years of age.If the date of birth listed on the account is incorrect, you can contact[redacted] for more information on how a parent or guardian can confirm the correct date of birth on a user's account.Sincerely,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. As of today 8/3, Roblox customer service has restored his account and reinstated the items traded without his consent in a timely manner. I hope they will follow through and update their website with all the information required for other customers/parents but appreciate their thoroughness in responding to this complaint. Sincerely, [redacted]