My name is Freezenex and I’m currently being ignored by Roblox Support. My previous responses were made in hopes under the guise that something would change, but it has so far proven to be futile.
One could arguably say that this is during a pandemic and that response times will be much slower…but I have been on this same issue with Roblox for 390 days.
To put a long story short, I was compromised sometime last summer for 25% of my net worth, from some limiteds I got from past commissions and some minor trading afterwards. I knew all the details about the person who compromised me, had everything to prove it, and I thought this would be something simple to solve, and would take a week at most.
I contacted support in the beginning and told them I needed help with the issue and asked if they could investigate deeper. They sent responses that told a lot, but ultimately answered nothing. This meaning that they would send me the same information that I’ve seen hundreds of times by now. This usually meant something along the lines of having 2FA on or changing security settings. I kept asking further and they replied annoyingly with botted messages that said the exact same thing as they just said. And whenever I asked a question of any importance, they would cut off the ticket.
This would have been fine if they weren’t the ones telling me to not send extra tickets. Picture someone cutting you off and then telling you not to keep asking. Another nice thing to note is that whenever I made other tickets and asked separate questions, I actually got answers. This was a temporary thing that didn’t end up lasting.
At the beginning of the issue I had only two goals: get my stuff back, get the culprit wiped out. Neither of them happened over the course of a year: the alternate account, the laundering account, and the main account of the person remained untouched [possibly because of a join date later than mine by roughly 3 years, in 2012.] Support ignored my requests to investigate, because of the group, audit logs, and ingame chat, they focused on the fact that I had posted three Discord pictures and highlighted that point instead of actually investigating. The goal of this thread is to inform others and to hopefully prevent this from happening to anyone. Reform is the only thing that can possibly change this ineffective moderation.
Slowly but surely, they ignored my emails. So I sought out other forms to contact them. I went to BBB (Better Business Bureau) and got some form of contact, albeit temporarily. They answered my emails again for a short period of time before outright ignoring me again. I went on alternate email addresses and had some questions answered that I previously could not get answered on my main email - proving that everyone gets treated the same, whether it’s a kid calling hacks or a new developer, until moderators add notes to an account that basically marks them down as persona non grata, and will not get anything answered. I sent a letter to Roblox HQ and got an automated letter back. It was nice, but it really answered none of the questions I posed in the beginning of this.
As of today, they don’t even answer my emails anymore. They even play with me, essentially trolling, when they “ensure your account security” by resetting your password and logging out of all sessions, before ghosting you again and ignoring all further messages, basically just handing inconveniences out. Meanwhile, regarding issues that aren’t even related, they delay those responses that they receive from me [proven when multiple other emails were used to show that they were delaying me by 2-3 days for showing something like a past Transaction] and they still hold me in contempt by not answering my questions or taking a heavy wait period before doing so. If there was a bingo book or blacklist somewhere, I am fairly certain I am on that list.
I have a multitude of tickets and copypastas I was sent. The “go away” message always ends up like this:
Hello there,
We’re sorry 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.
However, if you need further assistance with a different matter, please don’t hesitate to let us know using our support form.
I have been trying to work with these people for an entire school year. I currently suffer from post-traumatic stress disorder and hearing the person’s name or the games that they are affiliated with acts as a trigger. Some of you might consider this a petty act or call me an insufferable person, but none of you have known what it’s like to have a fermenting issue slowly grow for a year. I don’t have a steady source of Robux coming into my account nor direct lines to Roblox staff or community. I have also been “gaslighting” myself - in which I begin to doubt myself and question my memories and judgement - because of the neglect that has been inflicted.
For those of you who want to know how to avoid getting an important ticket sent to a permanent limbo: don’t press questions on them, avoid asking anything important, and act like they’re always right.
In summary: my account was compromised and I tried to get my stuff back and the malicious user banned, none of which happened and led to constant ghosting, trolling, and neglect.
While some of you might have buoys you can always catch onto, or a lifeboat that will eventually come and save you, I have been stuck in an ocean full of Roblox Support for a year. The only thing I can hope for right now is to calm the ocean. Moderation is in dire need of an overhaul and this cannot go on. I have no Support agent knowing my name, no game to recover my Robux, and am essentially just a normal person dealing with a Hydra that ghosts, trolls, and neglects.
“Everyone sees what you appear to be, few experience what you actually are.”
- Niccolò Machiavelli
Note: The 10+ are actual threads. It’s either a one-sided argument or incessant trolling.