Roblox Corporation

Hello,We sincerely apologize for your negative experience. With issues concerning Roblox Game Cards, we typically request a number of details concerning the card in order to gain the complete picture and offer the best assistance. In our review of correspondence between our Customer Support staff...

and yourself, we see that a number of those details had already been provided. Moreover, once further information was provided, our response should have been better.We again apologize and thank you for bringing this matter to our attention. Please be assured that this case will be shared as feedback with those agents involved and to our staff as a whole in order to ensure that situations like this one do not occur again. Please also know that a senior member of our staff is reviewing your case and should issue a reply in short order.Kindest Regards,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/11/05) */
Hello,
You originally posted the following:
(ForumPost)
OT, I'm going to shoot up a school.
(ForumPost)
I plan on doing it tomorrow, I just need to find a school.
(ForumPost)
I also plan on killing every kid I can.
ROBLOX...

takes threats like this very seriously and will take appropriate action to contact authorities for everyone's safety. No such games as "shoot up a school or school shootings" are ever permitted on ROBLOX. As you were previously moderated for other Terms of Service violations, you were familiar with the rules of ROBLOX.
Your account was reopened as a courtesy request from your parent that you didn't understand that statements like the ones above were not something to joke or [redacted] about. However, as you continued to violate the rules in creating accounts to spam [redacted] on the forums, it was deleted for a final time.
This account will not be reopened. If you continue to violate the Terms of Service, any account you create on ROBLOX will be removed.
Sincerely,
[redacted] Service
ROBLOX

Complaint: [redacted]I am rejecting this response because:We are aware of the facts as we have stated in our previous responses. We have called more than twice as you continue to state. We have called and left a message as requested. If you know our phone number, then you are able to call us back as requested. You're customer service is horrible and we did not dispute our charge via PayPal. We sent you a detailed description of what happened and simply made a small request with which you took the liberty to completely erase an account that has been active since around 2009. If we aren't allowed one request in 8 years, then that is a terrible way to treat people. I will continue to tell everyone I know what you've done and make sure no one I know spends a cent with your company. I again ask that you reinstate the account asap. When you reply back, I will request it again. I will do this for years. So continue ignoring us and our requests. We have all the time in the world. Sincerely,[redacted]

Hello,
Roblox game cards can only be redeemed on one account.  When a Roblox card is redeemed, the full amount is applied to that account.  This is how gift/game cards work on almost every online website and ensures that the appropriate user will receive the full amount of their gift/game...

card.  However, as a one time courtesy, we will transfer the remaining balance to your daughter's other account so that both of your children can share the $10 Roblox card.  In the future, please be aware that when redeeming a card it will redeem for the full amount on the associated account.
In the future, please reach out to us at [email protected] for customer assistance.
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. Sincerely, [redacted]

Hello,Thank you for bringing this matter to our attention. Please know that Roblox itself does not store your billing information for future purchases. Each time a purchase is made, that information must be entered again. If your web browser has an "auto-fill" option available, which saves...

information entered into online forms, we recommend disabling it.With that said, a Sr. member of our Billing team is reviewing your case and should issue a reply in short order.Sincerely,Customer ServiceRoblox

Complaint: [redacted]I am rejecting this response because:
Roblox needs to provide a way for all available credit to be redeemed or refunded.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/10) */
Hello [redacted],
We followed-up with you previously in ticket #XXXXXXX. I did wish to highlight the following from that ticket:
I did wish to go over our payment process as well, as ROBLOX does require full billing information be entered for...

each new purchase made. The website does not have a "one click" purchase option. If the payment option of Paypal is chosen, it redirects the person to the PayPal website. ROBLOX website never requests the PayPal login credentials, nor does ROBLOX have access to this information.
If Paypal did not require a password ** login, this was a setting in place on the Paypal website/account, and ROBLOX has no control over settings in place by another website. Keep in mind that internet browsers may also save login credentials, and ROBLOX does not control the settings on a browser. ROBLOX has financial security settings in place to block automated information being entered on the billing page.
Even if someone else has access to your child's account, there is no personal information stored on the account; no purchase history and no billing information stored on the account. A Paypal account login credentials would not be seen nor accessible from the ROBLOX account by anyone who may have compromised the account.
Making unauthorized charges is against the Terms of Service on ROBLOX. For more information about our Terms of Service and our refund polices, please go here: http://www.roblox.com/info/terms-of-service
We received a report stating that the disputes were not completed, therefore the account has been re-opened. your son may login into the account using the last know password.
If you ever have any future billing issues, please contact us first for assistance.
If you need further assistance, please don't hesitate to follow-up via that email.
Sincerely,
[redacted] Service
ROBLOX

Hello,Roblox does not offer the option to link a PayPal account. In large part, due to financial security concerns that could arise. When PayPal is selected as a payment option, the web browser is redirected to PayPal's sign-in page requiring login information unless the customer is already signed...

into their PayPal account or they have their browser set to remember login details.Roblox recommends that customers disable browser features designed to remember their login information, and that they log out each time they have completed a transaction via PayPal.Please keep in mind that outside of our recurring memberships (both monthly and annually), transactions require a new purchase each time. For our automatically recurring memberships, these can be canceled at anytime before the renewal date either via the site or contacting customer support through email or by phone. Please also note that this does not attach a PayPal account to Roblox, but instead, creates a recurring instance whereby Roblox submits a charge to the chosen payment method on the designated period. For example, should a customer purchase a monthly recurring membership on July 22, 2017, that membership will renew on August 22, 2017 and subsequently until the customer decides to cancel the membership.Should you ever have unauthorized purchases on your PayPal account, please contact customer support [redacted] and provide your name, PayPal email, and amount/date of the transaction(s).Sincerely,Customer ServiceRoblox

Initial Business Response /* (1000, 5, 2015/11/05) */
Hello,
Your account [redacted] was deleted for making the following threat:
You got him exiled from HLS? I have a complete dox of you, I know your name, your IP Address, your address, I know who your family is, I'll kill them all you sick...

[redacted], [redacted] americanic [redacted], you'll die and rot in [redacted], [redacted]. Your mom is a pr0s717ute and your dad is a serious drug addict, and I suggest you look at your sister's bedroom next time you pass [redacted] profanity and personal attacks are in no way permitted on ROBLOX. There was no false accusation or issue with the moderation system. Your initial suspension was escalated for deletion review and resulted in termination of your account due to your repeated history of violating the Terms of Service with actions like the above. As you have also continued this behavior on another account "[redacted]XXXXX", with another escalated suspension, that account has been deleted as well.
If you cannot abide by the rules and treat other players appropriately, you will not be welcome on the ROBLOX site.
Sincerely,
[redacted] Service
ROBLOX
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok fine, I never realised the severity of the message I sent to the user but, I never continued this behaviour on the account [redacted]XXXXX? I was originally banned for 3 days for a comment with some bad words in it because a user had said bad things to me first, I do not understand why there hasn't been any action taken against the other user in this comment section? http://www.roblox.com/games/XXXXXXXXX/Back-to-the-future-1955
I only posted one comment on [redacted]XXXXX but it got deleted two days later, I will accept [redacted]'s deletion but please could you undelete [redacted]XXXXX? I again spent lots of money on [redacted]XXXXX but I got deleted for a counter comment to someone saying bad things to me. Was the 3 day ban changed because I submitted this complaint? I just really want [redacted]XXXXX back, please.. Have you noticed what goes on in the comment section? People repeatedly spamming phishing site links and nothing happens to them... I just again want [redacted]XXXXX back...
thank you..
Final Business Response /* (4000, 9, 2015/11/16) */
Hello,
You have had numerous moderation actions against your account [redacted]XXXXX, where you continued to violate the terms of service with inappropriate language and an attempt at filter breaking. This is not permitted in any way on ROBLOX. We have also deleted several other of your associated accounts for repeated violations in the past.
In regards to any other accounts behaving inappropriately, you should use the Report Abuse feature to report them instead of also breaking the rules. Remember that you cannot see when another account has been moderated.
These accounts will not be returned to you and you are not welcome on ROBLOX unless you abide by the rules.
Sincerely,
[redacted] Service
ROBLOX
Final Consumer Response /* (2000, 11, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fine.

Initial Business Response /* (1000, 5, 2015/05/01) */
Hello [redacted],
Your son's account was closed as a charge on that account was disputed by the payment holder. Accounts with unauthorized or disputed charges are closed as they are a violation of our terms of service and to help protect against...

further unauthorized charges on that account.
Please note that only the payment holder can dispute a charge, even if your son's account was compromised, the disputed charge would have to come from you as the payment account holder.
As the dispute process has just recently concluded and the charge was not determined as unauthorized, we have reopened the user account "[redacted]".
You should be able to log in and resume using the account. We strongly encourage you to review the following safety guidelines with your son: https://en.help.roblox.com/entries/XXXXXXXX We find that most users lose access to their accounts via giving away their password [redacted] the promise of something else. The information in that article will help your child keep his account secure.
Sincerely,
[redacted] Service
ROBLOX
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The account was restored which is great . But my son has. Not given away his password ** anyone . The sad thing is there is technology that allows hackers to access accounts and odviusly on roblox it's very easy to hack . I think as a business you need to improve your firewall and protection for your customers or this is going to keep happening . Because we are following the safety guidelines and it still happens .

Complaint: [redacted]I am rejecting this response because: You once again, completely ignored everything I said and told me something I already knew. I've already stated that I know I broke a rule, and I apologize. I was very much unaware of this rule because it seems harmless to me. But regarding my 42K group funds that I rightfully earned with my OWN content, you ignored and won't tell me why can't I get those back. I spend $5 a month for** to create content for your site and for you to just completely delete my group without giving the group funds to it's owner before you delete the group is unfair. You need to come up with a better system where if a group is deleted, the content within the group gets taken off sale and the group funds are given to the group owner. The rule I broke isn't harmful to the Roblox community so I feel like I should at least get my money back. Now I have now robux because I thought my robux would be safe within my group. I make sure I follow Roblox's rules but I was oblivious to that fact that having a small giveaway within the community without linking users to third party websites seemed harmless. Again, I want an answer on what happened to my group funds and why can't I take MY HARD WORK, MY CONTENT off sale on your site. Those assets still belong to me. I spent my time time on creating my content and I want it off sale. Sincerely,[redacted]