Roblox Corporation

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

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

Complaint: [redacted] I am rejecting this response because:We are aware of the facts as we have stated in our previous responsesWe have called more than twice as you continue to stateWe have called and left a message as requestedIf you know our phone number, then you are able to call us back as requestedYou're customer service is horrible and we did not dispute our charge via PayPalWe 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 If we aren't allowed one request in years, then that is a terrible way to treat peopleI will continue to tell everyone I know what you've done and make sure no one I know spends a cent with your companyI again ask that you reinstate the account asapWhen you reply back, I will request it againI will do this for yearsSo continue ignoring us and our requestsWe have all the time in the worldSincerely, [redacted]

Hello,We certainly appreciate and share your concerns for security on RobloxWith 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, requesting contact from a specific email address in order to verify ownershipWhile 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 timeEven 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 siteFurther, 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 deniedDepending on circumstances, a second restoration may be issuedFor 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 RobloxHack Week or sometimes "Hack Day", is an event that companies within the tech industry may hold among their employees or a larger audienceThe general aim is for individuals to collaborate together to create something from start to finish within a limited time-frameThe 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 teamFor the purposes of verification, if you're unsure what email from which to contact us, our team can assist with thatOnce ownership is verified, our team will forward your case to our Restores team for further investigationAs 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

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 accountWe'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 unauthorizedIn 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 aboveOnce our Billing department has that information, they can review the situation further and potentially open the account.Sincerely,Customer ServiceRoblox

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 $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

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] ***

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, etcis not guaranteed by our Terms of Service, our Customer Service team offers them as a one-time courtesy as we understand children can make mistakesThe 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 requestDuring 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 malwareAs such, they do not require that someone is home, on the computer, or even logged in at the timeThese 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 / [redacted] (1000, 5, 2015/10/21) */ Hello ***, We're sorry to hear about your frustrationHowever, 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 purchasesWhen 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-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 correctlyWe 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 cardsGame 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 supperdanWith 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 whitelistI'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/at 12:51p pacific Hello ***, Thank you for contacting usThe 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 purchasePlease 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 daysPlease 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 ROBLOXAny pending charges should roll back to your account within 1-business days if they have not already done so Please note: We recently have upgraded and updated our payment systems and processesIn 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 cardInformation about additional payment options can be found at: https://en.help.roblox.com/hc/en-us/articles/XXXXXXXXX Sincerely, [redacted] Service ROBLOX https://en.help.roblox.com/

Hello,Roblox does not have live phones, which is why we have been requesting a voice message with the noted information in our previous repliesIn 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 aboveWe 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 menuOptions "1" and "3" are respectively for information on cancelling a membership and business-to-business contactsOnce 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 institutionThe 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 meSincerely, [redacted]

Final Consumer Response / [redacted] (2000, 6, 2016/01/20) */ I would like to close the case as money was refundedAs 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

Hello,Roblox is committed to providing safety and privacy protection for our usersIn accordance with this and COPPA regulations, users under the age of will have a restricted filter for all interactionsYou 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 agePlease note that due to the reasons listed above, we are not able to change the age of the account if the player is under 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

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 ownershipWhile 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 chooseDoing 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 / [redacted] (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 follresponse 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 accountYou 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 / [redacted] (2000, 10, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ok you got me

Initial Business Response / [redacted] (1000, 9, 2015/06/10) */ Hello ***, We're sorry to hear about the issues you experiencedI do want to reassure you that ROBLOX does not contain any viruses or malware and would not cause the issues that you describedThe 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 malwareWe 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 / [redacted] (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

Hello, In our review of this situation, we received contact from the email address associated with this complaint on 9/12/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

Hello,We sincerely apologize for your negative experienceWith 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 assistanceIn our review of correspondence between our Customer Support staff and yourself, we see that a number of those details had already been providedMoreover, once further information was provided, our response should have been better.We again apologize and thank you for bringing this matter to our attentionPlease 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 againPlease 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

Hello,Roblox does not offer the option to link a PayPal accountIn large part, due to financial security concerns that could ariseWhen PayPal is selected as a payment option, the web browser is redirected to PayPal's sipage 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 timeFor 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 phonePlease 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 periodFor example, should a customer purchase a monthly recurring membership on July 22, 2017, that membership will renew on August 22, 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

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