Overview
On the Roblox Support page, users new to Support are required to speak with a chatbot good with simple questions. Asking this chatbot to refund an accidental charge, however, will result in the chatbot giving multiple potential solutions, including the user asking the bank to refund the charge. Doing this method violates Roblox’s TOS and results in immediate account termination. Due to this issue, a user (Dr_Dapper5) has lost his account with several denied appeals and a warning from Roblox Appeals to cease further appeals.
Issue
The authorized method of refunding an accidental charge is going through Roblox Support’s billings team. The chatbot shown to new Support users is supposed to suggest only this method, however, it instead suggests this method alongside contacting the user’s bank.
Dr_Dapper5’s conversation with the chatbot
Dr_Dapper5’s subsequent account termination by following the chatbot’s advice
Post-Termination
As the ban technically aligns with Roblox’s policies and Roblox Support agents typically do not understand the nuances of situations like these, terminated users (in this case, Dr_Dapper5) are denied appeals. Dr_Dapper5 resorted to Twitter/X, where he explained his situation [1] [2]
I’ve created this bug report on his behalf.
Expected behavior
Roblox Support’s chatbot should be trained more on specific Roblox issues. For this instance, the chatbot should be advising the user to immediately contact Roblox Support’s billing team directly. It should know lesser-known rule violations and unauthorized actions like refunding via a payment provider or bank.