Roblox Corporation

Complaint: [redacted]I am rejecting this response because:   We never filed any such dispute with our bank. Not sure why you are lying about this. We have called and left a voicemail as instructed. We again demand our account reinstated and we also ask for monetary damages. 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. Sincerely, [redacted]

Case #: [redacted]Hello, As per our correspondence with you, we were previously experiencing an issue with game cards being redeemed.  We followed-up on Nov 4th and denoted the issue had been fixed and to re-enter the PIN to redeem the card.  We were able to verify that you successfully...

redeemed the card on your account for the appropriate credit.  If you need further assistance, please don't hesitate to let us know.Sincerely,Customer ServiceRoblox

Hello,
 
In our review of this situation, we received contact from the email address associated with this complaint on 9/12/2017. Per the information provided by our Appeals team on 9/13/2017, the group in question was appropriately moderated for hosting Robux giveaways/contests, which are...

prohibited on Roblox. 
 
As stated in the Roblox Community Rules, players are not allowed to create promotions offering prizes of any sort (including contests, raffles, lotteries, chain letters or any kind of giveaway). Please refer to our Roblox Community Rules, Section II, under "Building your game," here: [redacted]
Sincerely,
 
Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/07/17) */
Hello [redacted],
I truly understand your request to have partial payment options. This is definitely something that is on our map for future features. ROBLOX is still a relatively small company, so we're doing our best to appropriately...

allocate our resources for improvements to the ROBLOX experience from purchasing to game building.
ROBLOX isn't by any means holding onto these credits, they'll always be available on the account and are accessible to use for our products. Depending on what you purchase, your credit remainder may be different, but it will always be added to any additional credit you apply to the account - you never lose credit associated with your account.
As a business, it makes more sense for us to give you easy and multiple options by which to make purchases on our site. There's also no benefit to us to "hold" onto any game credits redeemed on the site and there is no intent to do so. Although we currently have a variety of memberships and Robux at different prices to choose from, we're also looking into offering smaller quantities of Robux for players with smaller amounts of credit have more options to choose in purchasing products.
We appreciate your patience as we work to bring these additional features. In the meantime many locations also offer $10 card options in addition to the $25 dollar game cards and you can also add to your credit by using Rixty: http://www.roblox.com/rixtypin/ which offers additional amount options.
Sincerely,
ROBLOX

Hello,We apologize, but we have provided all the assistance we can in this matter. As previously stated, Roblox received a report from PayPal that a charge had been disputed and the account was subsequently terminated. The referenced emails (one of which was mentioned in our reply on 8/3/2017) were initially sent to our Appeals department concerning the closure of the account and then forwarded to our Billing department.  One of these emails was from the user (a child), and the other was from an individual stating they were the father of the user. This second one was the email we referenced in our reply on 8/3/2017 and the one associated with the phone number ending in[redacted]. It was also in this email that our Billing Specialist requested the individual provide information via phone.As for the number ending in[redacted], we have still only received the two blank messages we referenced in our earlier replies. Both of these were received on July 11, 2017.Once again, we apologize, but we're unable to provide you with any further information or response regarding this inquiry. We encourage you to review the previous information sent to you as we have provided you with all that we can at this time.Sincerely,Customer ServiceRoblox

Final Consumer Response /* (2000, 6, 2015/04/23) */
we have fixed the problem they were very nice

Final Consumer Response /* (2000, 6, 2016/01/20) */
I would like to close the case as money was refunded. As far as the rest of the complaint, the.company did reach out to me and I am satisfied with their response and money refunded, although I do still think the website's.content is.atrocious and...

highly offensive, but I guess not much can be done about that.

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,The most recent email our Appeals department received from the provided address was issued a response on July 07, 2017. If you would like to appeal any new moderation on your account or otherwise receive more information, please contact Appeals at [redacted], provide your username and...

details about the moderation you are appealing. Please also make sure you are emailing from the address associated with the account.Finally with regard to why an account is moderated, when re-accepting the Terms of Service, we recommend reading the moderation message for more information.Sincerely,Customer ServiceRoblox

Hello [redacted],To start, we want to reassure you that any lost currency or items can be investigated as we have a team specifically set aside to handle such matters. With regard to the ticket and account verification, we typically require contact from the associated address, which our agents have been...

requesting.We understand you may not be able to sign into the requested address from the mail system associated with your operating system (Mac Me.com, Windows Outlook.[redacted], etc.), but as mentioned above, we typically request customers sign directly into the associated email and contact us from it--be it [redacted]m or some other mail service.We understand this can be cause for frustration, but please know that account security is very important to Roblox, and the steps we take are meant to ensure such. With all that said, we are having a senior member of our staff review the ticket, and you should have a follow-up reply soon.Sincerely,Customer ServiceRoblox

Hello,In reviewing the ticket associated with this complaint, we found that a Senior Lead of our support staff had already removed the item and granted the Robux back to the account. If you have any further questions or concerns, as indicated by our staff member, please reply directly to that email...

and our team will be happy to assist you.Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2016/01/04) */
Please stop inputting false information to create new Revdex.com complaints. Your account "[redacted]" was deleted over a year ago with numerous moderation actions for repeatedly violating the Terms of Service.
Sincerely,
[redacted]...

Service
ROBLOX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please stop falsely accusing me of inputting false information. You're not even giving me a straight up answer, my ROBLOX account was deleted over a year ago and I literally explained the circumstances of how I wasn't able to contact them any further yet you blatantly ignored that aswell.
I know another Revdex.com complaint has been submitted on this IP but it isn't even me. Multiple people in my household play ROBLOX and have encountered problems and I told them I was going to soon submit a Revdex.com complaint and I guess they got an idea and did it before me but don't accuse me of something you have no knowledge of. My account should be re-activated because it was not only terminated because of the email (I know this because a day after it was sent the ban turned into a termination.) and not because of prior deletions. You wouldn't just ban me out of the blue for having past moderations, as that'd be abusing your moderation power. I also wasn't able to appeal earlier.
Any further inquiries can and should be sent to my email or just respond back to me.
I hope we can settle this in a calm and formal way instead of in a way that would make it harder to proceed further in my question.
Final Business Response /* (4000, 9, 2016/01/06) */
Hello,
As previously stated, your account was closed for repeatedly violating the Terms of Service on multiple occasions, not just for the one time you claim a sibling used your account, and will not be reopened. For the safety and betterment of our community, accounts that egregiously or repeatedly violate the Terms of Service may be terminated.
If you choose to follow the rules and abide by the Terms of Service, you are welcome to create a new account on ROBLOX.
Sincerely,
[redacted] Service
ROBLOX
Final Consumer Response /* (2000, 11, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fair enough. I guess that's fair. Sorry for any trouble, even though I had higher expectations it is what it is.

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. They have corrected the situation and I am satisfied with the results. Sincerely, [redacted]

Hello,We've alerted a senior agent to your case so they can review the situation to determine if there is an alternate method available to verify ownership. While appreciated, the account numbers you provided from GameStop are unfortunately not used in our system.Account security is important to...

Roblox and while accounts do not require an email address upon sign-up, parents and players can add one should they so choose. Doing so adds an extra layer of security and makes it easy to reset a password should it be lost or forgotten.As a parent, you can also lock any settings in place by adding a "Parent PIN". For more information on this option as well as additional safety features, please see the following Help article: [redacted]As mentioned above, a senior agent will be getting back to you as soon as possible if they have not already done so, and providing you with security information to relay to your child along with offering any assistance we can in this matter.Kindest Regards,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/12/24) */
Hello,
Your account was deleted for spamming, trolling and being disruptive on the forums. You have over 10 moderation actions against your account for repeatedly engaging in this type of behavior in the past month. You have been repeatedly...

warned not to continue to break the rules. As you chose to continue to violate the rules and be disruptive to the community, your account was closed and will not be reopened.
Sincerely,
[redacted] Service
ROBLOX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get even a warning before this termination, on a main account before a termination you must have extended bans like 7 and 14 day bans. The most harsh ban I had on the account was 1 day and I was immediately terminated
Final Business Response /* (4000, 9, 2016/01/04) */
Hello,
As previously stated:
Your account was deleted for spamming, trolling and being disruptive on the forums. You have over 10 moderation actions against your account for repeatedly engaging in this type of behavior in the past month. You have been repeatedly warned not to continue to break the rules. As you chose to continue to violate the rules and be disruptive to the community, your account was closed and will not be reopened.
Sincerely,
[redacted] Service
ROBLOX

Hello,If your billing information was used without your authorization, please contact our Customer Support at [redacted]. Although we cannot immediately reverse a completed transaction, we can send a refund request to the Billing Department for unauthorized charges.When unauthorized charges...

occur, we often find it is a child or relative that may have used your billing information without permission or that your information may have been stolen.When sending an email, please provide us with the following information which will assist us in locating your charges and the account they were made on:- Reason for the refund request- List of the charges by date and amount- The associated billing name- The method of payment (credit card, [redacted])- The last four digits of the credit card used OR the P[redacted] email address (if applicable)- Postal code of the address associated with the card that was charged- Any known Roblox user name(s) associated with the billing accountWe recommend that you contact your bank or credit card company to request a new credit card for any card information used without your permission. If your [redacted] account was compromised, please make sure you have changed your password and secured your account.Please keep in mind that if you have already disputed the charges with your bank or credit lender, the financial institution then has full control of the transactions. This locks Roblox out of access to any funds, making us unable to assist directly with these transactions.Finally, please know that any charges reported to us as unauthorized will typically result in the closure of the associated player account(s). For more information about our Terms of Service and our refund polices, please go here: [redacted]Sincerely,Customer ServiceRoblox

Hello,Thank you for bringing this matter to our attention as we appreciate your feedback. Please rest assured that a senior member of our team is currently reviewing your case and will get back to you shortly if they have not already done so.Sincerely,Customer ServiceRoblox

Hello,Upon reviewing this case, we were happy to see our agents were able to resolve this situation for you. Please rest assured that we will be further reviewing this case for both agent feedback and potential updates to our procedures.Should you have any further questions, please be sure to follow...

up in that email, and our agents will be happy to assist you.Kindest Regards,Customer ServiceRoblox

Initial Business Response /* (1000, 8, 2015/09/18) */
This individual has sent numerous abusive emails to [redacted] service, as well as repeatedly violated the rules on the ROBLOX site for excessively inappropriate behavior.
The moderation actions against his account were clearly displayed, as...

they are to all users when the account was moderated.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted] service respondent, who has made their job title apparent through their "I deal with children"-type business wordplay. My attempts to connect with other representatives on a personal level in a desperate attempt to restore 6 years of my early history online may have been too "down to earth" as one might say, but I can assure you that I meant no offense to the character of any ROBLOX staff member through use of ROBLOX services (including but not limited to support emails).
In regards to the repeated rule violations, that would be the topic I was referring to in the initial complaint where I stated "I have yet to receive a log of my moderation history as of September 14, 2015." Moderation history is available to users who haven't had their account banned by going to account settings on the website. When your account is deleted, however, you can not access the settings page and subsequently your moderation history as you will be redirected to the page informing you of your deletion. If I were to receive an updated log of this easily-accessible information sent to the first email that was blacklisted, I would have been satisfied. Constant neglect on that issue has made me consider that maybe if I knew what led up to my deletion, ROBLOX would be in hot water because of inconsistencies with what I was told by a [redacted] service rep.
If you would like to discuss this matter privately and formally, you're free to email me. In fact, I encourage it. I'm not out to get ROBLOX in trouble, I'm simply a teenager who's trying to get his childhood account back through intense scrutiny. My current line of work is sales, not [redacted] service, but I still recognize that the users are the customers and should be treated with mutual respect.
Once again, please contact me directly so we can resolve this issue. If you need assurance on what email to contact, it's the one with my first and last name separated by the underscore. I appreciate your work, and ROBLOX would be pretty crummy without a [redacted] service team, but there's still a standard that needs to be set. Thank you for replying to my complaint and I hope we can sort this out eventually.
Final Business Response /* (4000, 12, 2015/09/24) */
Hello,
We have previously provided you with all applicable information associated with your inquiries. As you continued to violate the rules of ROBLOX, including but not limited to personally attacking other players, bullying, spamming and attempting to post links to [redacted], as well as repeatedly sending profanity laden and abusive emails to our [redacted] service team, we will not continue to correspond with you regarding this matter.
ROBLOX is an amazing online experience available to players of all ages. For the safety and betterment of our community, players who persist in repeatedly committing serious rule violations will not be welcome on the site.
Sincerely,
ROBLOX
Final Consumer Response /* (4200, 14, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, the "personally attacking other players, bullying, spamming and attempting to post links to [redacted], as well as repeatedly sending profanity laden and abusive emails to our [redacted] service team" is precisely the information I'm looking for documentation on. So far I have received no evidence of any such behavior of mine occurring on ROBLOX, and can say with absolute certainty that I have not partaken in said behavior either.
It's become obvious and apparent that there's been a lack of effort on ROBLOX's part in terms of researching and documenting any of my behavior, and the possibility that a community moderator or [redacted] service agent has been intentionally misinforming the rest of the ROBLOX staff is becoming more and more a reality. Nothing has been done to look into this matter, and as a result I've been treated unfairly and inappropriately. I've asked countless times to be provided with evidence of my supposed inappropriate behavior on ROBLOX, and every time I've been given an irrational excuse or ignored altogether.
ROBLOX staff have the means to contact me, yet they will not go out of their way to investigate this issue because it would be easier to assume and presume that I'm in the wrong without providing any evidence. My account was not moderated for any of the reasons mentioned. I have access to the information provided to me when I was banned, as well as numerous screenshots of the information provided on the dozens of other accounts I was banned on for no explanation. Not only this, but if I had been moderated for those reasons you would not be able to inform me of them because Revdex.com complaints are made public and ROBLOX [redacted] service has strongly expressed that they are unable to publicly discuss moderation.
Once again, you have the means to email me in private rather than slander me on your Revdex.com page. If a staff member would provide me with a log of my moderation history (something that they have full access to) or instead reactivate my account which I invested a large sum of money into before having it deleted for insufficient reason, then I would proudly accept a resolution. There has been no persistence in any instance of my rule violations. If that is what you've been told then you have been misinformed.
As a recap, please email me on the email associated with my now terminated account[redacted] (it's the one with the underscore). In the email, provide me with a log of my entire moderation history beginning from 2008 and ending December 5th of 2014. As the account owner, I should have access to this information just as I would if my account were still active.
Hopefully we can resolve this soon enough.