This business is not BBB accredited.

Roblox Corporation

Phone: (888) 858-2569 PO Box 1265, San Mateo, CA 94401 http://www.roblox.com


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Description

This company is a user-generated gaming site that makes players the architects of their own 3D worlds. On ROBLOX, you can use core building components to create elaborate online games that are played by other users.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Roblox Corporation include:

  • 61 complaint(s) filed against business
  • Failure to respond to 5 complaint(s) filed against business

Factors that raised the rating for Roblox Corporation include:

  • Length of time business has been operating
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

61 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 8
Delivery Issues 3
Guarantee/Warranty Issues 8
Problems with Product/Service 26
Total Closed Complaints 61

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Roblox Corporation
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: July 27, 2009 Business started: 03/23/2004 Business started locally: 03/23/2004 Business incorporated 04/09/2004 in DE
Type of Entity

Corporation

Business Management
Mr. David Baszucki, President
Number of Employees

140

Business Category

Internet Gaming


Customer Review Rating plus BBB Rating Summary

Roblox Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1265

    San Mateo, CA 94401

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/25/2016 Problems with Product/Service
7/19/2016 Billing/Collection Issues
6/22/2016 Problems with Product/Service
5/14/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
4/18/2016 Billing/Collection Issues
3/29/2016 Advertising/Sales Issues
3/10/2016 Problems with Product/Service
3/3/2016 Guarantee/Warranty Issues
3/2/2016 Problems with Product/Service
2/25/2016 Billing/Collection Issues
2/25/2016 Problems with Product/Service
2/23/2016 Advertising/Sales Issues
1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ROBLOX terminated my account which I have spent over $30 on without providing a reason for it. When I emailed them they said they did all they could. My account on ROBLOX was named ************. Over the past few months, I have purchased Builders Club monthly and have spent around $30 or more collectively. While trying to appeal a previous ban, I logged onto my account for find that it had been terminated on the grounds that it was "compromised" despite having ownership of it the entire time. When I emailed them trying to appeal the termination, they gave no explanation as to why they believed my account had been compromised and said they had done all they could and basically that I had to deal with it. Seeing as I was an active Builders Club member and that I have supported their company I expected their cooperation in appealing the termination or at least a reason as to why they would terminate my account rather than I had been "compromised" when I had not been and could easily prove it. The ******** service team employees name is **** and was not cooperative to say the least and I am very aggravated that I, a paying ******** had been treated without respect.

Desired Settlement: The resolution I seek is that they treat me like a paying ********, provide a reason for the termination of my account or ideally appeal the termination to my account.

Business Response: Initial Business Response /* (1000, 8, 2016/01/27) */ This player also wrote in on https://goldengate.app.bbb.org/complaint/view/XXXXXXXX/b/****** as "************". Our follow-up response is noted there: Hi ******* ********* The account ************ was not created by you and your information does not match the original information associated with the account. You 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, ******** Service ROBLOX Initial Consumer Rebuttal /* (2000, 10, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ok you got me

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ROBLOX terminated my Builders Club account while only stating an ambiguous answer, that I had been "compromised". My account name is ************. The termination is listed below. Account Deleted Our content monitors have determined that your behavior at ROBLOX has been in violation of our Terms of Service. Reviewed: 1/18/2016 12:46:13 PM Moderator Note: This account has been closed as a compromised account. Do not access accounts that do not belong to you. Your account has been terminated. The ROBLOX moderation team claims that my account was compromised, yet I had ownership of it the entire time. When I emailed them and asked them to please appeal me and my termination must be a misunderstanding, I received yet another ambiguous reply by a ******** service team member named ****. The reply is listed below. ****, Jan 20, 13:48: Hello, Thank you for writing in about the moderation action on your account. We have reviewed the situation and have made a decision not to remove the moderation penalty or amend it. Unfortunately, we have determined that your account was correctly banned by our moderation team for violating the Roblox Terms of Service No explanation, no closure, no respect for a paying Builders Club member and supporter of ROBLOX. I then attempted to email them again because I believed maybe another ******** Service team member could be a little more helpful and forthcoming, but ney, my attempt was in vain. I had received **** again, where they essentially told me to stop messaging them. The email is listed below. ****, Jan 22, 17:28: Hello, We have determined that you have previously sent an appeal about the moderation action on your account. All appeals decision are final, and once a decision is made the moderation action on the account will not be looked at again. Please do not send multiple emails about the same issue after a decision has been reached. Regards, **** Roblox Appeals I was hoping it would not have to come to having the Better Business Bureau mediate a resolution, but it has come to it. I also apologize for sending a second complaint, I realized I had provided an email that was different to the one I verified my account under on ROBLOX.

Desired Settlement: I am looking for ROBLOX to appeal the termination on my account. If that doesn't happen, I would like a written explanation and details as to why they believe my account had been compromised.

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ Hi "***** ******", The account Firebolt9991 was not created by you and your information does not match the original information associated with the account. You 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, ******** Service ROBLOX Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ok you got ne

1/20/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have an account with them as does my son. He was hacked and stolen from and the company does not want to help us or return the funds. We have already contacted them on several occasions. The first time it happened, they did give me my money back, the second time, they are basically telling us it is our problem and expecting proof before they will help us. We were hacked into on vacation on a laptop by someone who is also has an account on this site and continues to steal (and brag about it) to others on the site. In addition, I was treated terribly on the site and there is no option to speak to a representative on their 800#, nor will they call me back. (I am on the site to monitor my son as the way the players treat each other is absolutely atrocious, bad language, threats, steal from each other, and the games are horribly violent, yet they market to children). This site should be shut down and I should get a full refund to my son's account. We have spent a lot of money on their site and through gift cards and we don't deserve to be treated like this!

Desired Settlement: Besides a refund, I want the person who stole from us prosecuted and/or banned from the site. His screen name, I believe is, "baasliin". (I don't know if that is correct, I am getting this information from my son.) I also want the company to contact me and apologize, and would prefer an extra gift card in addition for all the distress this situation has caused our family.

Business Response: 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.

1/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My ROBLOX account was terminated for an offense other players got only small punishments from On December 18th my ROBLOX account "EscapeFromRebels" was terminated because I posted one Star Wars spoiler on the ROBLOX forums. I did not know at the time that this was against the rules because there was no sticky post reminding of it anywhere and the ToS did not directly say that doing it is prohibited. Later I found that other players who made threads identical to the thread that I made were only banned for one day. Only very new accounts (1 or 2 days old) created especially to harass other users are terminated for such small offenses like creating 1 thread spoiling the movie. I did research on this, every time I saw someone do a spoil thread on the forums I opened the players profile in a new window. As the thread got deleted I refreshed the page again and nobody I researched on got terminated, every ban they got was a 1 day ban because after 1 day I searched their username and their account was back. This means that the moderators, for some reason, thought that my 2011 account I had bought ROBUX on was a 1-2 day old account created especially to harass other users on the site. Note the moderator note that also supports this claim: "Don't create accounts just to harass users or break rules.". This is the moderator note given to 1-2 day old accounts someone created just to harass other players and break rules, my account is certainly not that because it was created in 2011 and has been in active use by me. It's clear to me that what I did was harassing and that I broke the rules but the punishment is outrageous, I got a termination in an account with a fairly clean moderation history (only a few 1 day bans and warnings) and I truly believe this was an error in the moderators part, who thought that the account (s)he was banning was a newly created account used only to break the rules and harass other users. I also received no warning or ban before this termination which makes the punishment even more unfair. I hope this issue can be resolved, kindest regards.

Desired Settlement: Reactivation of my terminated ROBLOX account

Business Response: 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, ******** 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, ******** Service ROBLOX

1/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Loss of account and no help in recovering it from the company. In my years of ROBLOX, I've had many accounts, some of which were lost by being compromised for reasons I don't remember. I've emailed ROBLOX before about this requesting assistance in help of recovering my accounts (I know the email they're corresponded with, but I can't get back into it.) but no help was provided. That being said, I am complaining due to the lack of help provided by the company in terms of getting my accounts back but simply getting the generic "Your account(s) are not linked with this email" even though I have provided proof saying it was me who owned these accounts.

Desired Settlement: Simply requesting I can be assisted further in the process of recovering these accounts and not being rudely ignored.

Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ Hello *******, I reviewed the tickets in which we've previously corresponded with you, associated with your email "*************@gmail.com". The only correspondence we have a record of is regarding moderation actions on your account. In regards to having multiple accounts previously, please note that we must be able to verify your ownership of these accounts before resetting the accounts for you. If you have previously corresponded with us and we have stated that the information you've provided to verify ownership does not match what's on the account, then the account cannot be given to you. If you need assistance with a different account, please email ****@roblox.com and be sure to provide the user name, as well as email us from the original account email or original billing email address, if applicable to aid in verifying ownership. Sincerely, ******** Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think I forgot to mention me not being able to get into my account so I can't get in. I've tried everything and by the sounds of it my account security was breached and I can't get in. If you have any other way for me to prove my ownership please tell me. Final Business Response /* (4000, 15, 2016/01/11) */ Hello, As previously mentioned, if you are unable to verify ownership via providing the requested account information or emailing from the requested address, unfortunately, we cannot assist you further with the accounts you are attempting to claim ownership for. Sincerely, ******** Service ROBLOX Final Consumer Response /* (2000, 17, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ok, that's cool, even though I wish I could get my accounts back, I can't prove it, so thanks anyways. (But they are mine, I'm not trying to steal accounts or anything, that's low.)

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Issue with a ban on an account Before I began, I'd like to say, this isn't a "I did something bad and got banned and now I AM MAD!!" thing, you see, the rules were broken; but not by me. My ROBLOX account, **********, was given a 3 day ban for spamming on the forums, but that wasn't me. What happened was, I went out somewheres with a friend amd I guess I had stayed logged on ROBLOX because one of my siblings (who adores playing pranks on me) thought it'd be funny to get a ban on that account I had spent hundreds of hours on. They had spammed All Things ROBLOX and got the ban. When I got home, I was furious, but kept my cool and told them even though I was angry at them, I was going to sort this out with the appeals team and lift this ban and shortly after I left the room, they quickly logged onto my hotmail account, googled the email of the appeals team and wrote up a rude and terrible response to them which got my account TERMINATED. I was furious, not at ROBLOX, but with the sibling. I had sorted stuff out with them recently and they are truly sorry and had gave me back my email after changing the password *** too long ago, which gave me a chance to recover my account. I emailed appeals thoroughly explaining the circumstances and how I didn't deserve to lose the account over the actions of another, yet, they blatantly ignored what I had said and rather than tell me why they couldn't do anything they just said I was too late to appeal even though there is stories of accounts that were terminated for over 3 years getting re-activated.

Desired Settlement: I would like my account to be re-activated so I could continue using it,

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

1/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cannot access account My son has an account under the username ************XXXXX which he has not been able to get into for the past week. I just spent $50 on that account for him to be in the builders club and now he can't get into it. I have made numerous attempts to try to reset the password *** never get the email with promised link to do so. This is the 5th time this has happened since my son started using this game. I want either a refund or him to have access to his account immediately.

Desired Settlement: Refund or use of his account

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ Hello ********, We're sorry to hear about the issue your son is having with his account. I have reset the account to your email address and sent a password ***** email to your email address listed here. We often find this happens with players when they give out their password *********** for promises of free items. We strongly recommend reviewing account/internet safety guidelines here: https://en.help.roblox.com/hc/en-us/articles/XXXXXXXXX If you need further assistance with your account, please email ****@roblox.com in the future and we'll be happy to assist you. Sincerely, ******** Service ROBLOX Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) My son has access to his account again and I had him change his password. Thank you for the timely response.

12/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Roblox ran a Cyber Monday promotion with Game Stop and didn't follow through. I bought a $10 Game Stop card and redeemed it on 11/30 and didn't get it (11/30) I bought a $10 Game Stop card and redeemed it for my son and didn't receive the item I paid for "Golden Coolest Snowman". I sent 3 emails and never got a response from support. (11/30) My son bought a "Red Hyperlaser Gun" with roblux currency ($650) and the item is missing from his inventory.

Desired Settlement: I went out of my way to purchase the $10 Game Stop card for him to redeem on Cyber Monday (11/30) and he didn't receive the item that was promised, which was the "Golden Coolest Snowman" hat. With the money from the Game Stop card he purchased the "Red Hyperlaser Gun" gear for $650 Roblux currency and the item is not in his inventory. I want his missing items and a response from Roblox support. Username: ***** Golden Coolest Snowman: http://www.roblox.com/Golden-Coolest-Snowman-item?id=XXXXXXXXX Red Hyperlaser Gun: http://www.roblox.com/Red-Hyperlaser-Gun-item?id=XXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ Hello ****, We appreciate you bringing this concern to our attention. I reviewed your ticket and see that one of our agents followed-up with you yesterday afternoon and your son has both the Golden Coolest Snowman and the Red Hyperlaser Gun on his account. I've included the correspondence below. We generally try to respond to all requests within 24 hours, but things do get a little extra busy during the holidays. :) We appreciate your patience and if you need any further assistance, please don't hesitate to reply to your current ticket. Hello, Thank you for this info! I have been able to get everything taken care of for you. The Golden Coolest Snowman has been applied to the account. As for the Red Hyperlaser, I'm not really sure what has happened here. I can see where the item was purchased but cannot see where it was sold or traded. It is likely that it may have been deleted by mistake. Generally we're not able to restore items when they've been deleted, but I think it would be okay to do so this once as a one time courtesy. I've gone ahead and reapplied the hyperlaser to the account for you. That said, usually when items disappear like this, it's a sign that the account has been compromised somehow. While I can't see anything else to suggest this has happened, I would still change your account's password **** to be safe. Please make sure it is very different from your current one, isn't used on other websites and is hard to guess. This kind of password ***** to be 8 characters long and contains capital letters, lowercase letters, numbers and at least one special character. Have a good day!

12/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Users would continue to join a game and would continuously harass and swear at other users, even after admins would ban him. Before this starts, I would just like to say when I say "Admin" I do not mean a ROBLOX Administrator or site administrator. There are a ton of scripts around ROBLOX that give ingame admin (Kohl's Admin, e.t.c) So, me and the other admins would be playing a game called Start a Mini Colony, and people would continually come in and harass others and swear at them. Even after we report them, they are still able to rejoin AND continue to harass us to this day! Now, I'm not going to say "omg roblox sucks cuz peepol swear at eechother and trol others!1!1! hurr hurr hurr", because I actually quite enjoy ROBLOX and this is a common thing to the point where I am used to it. But, some of these people have been reported multiple times. If, for some reason, you need to contact me, my E-Mail is ***********@hotmail.com (but don't expect me to find your email quickly, i don't get on my email a lot. lol.), my preferred way of messaging me is via ROBLOX (***************). Thanks for taking time out of your day to read my complaint! ~^w^~

Desired Settlement: Now, I'm not going to be a guy who's like "hurr hurr git gud and be betur", because I know it's hard for you sometimes. I'm actually just trying to point out that a lot of reports don't seem to go through the system (note that I said seem, maybe sometimes it does.) I'd just like it if it's possible for a longer time reviewing reports.

Business Response: Initial Business Response /* (1000, 5, 2015/12/04) */ Hello *****, We appreciate you letting us know of any concerns or players breaking the rules. Using the Report Abuse system is the best thing to do as this does send reports to our moderation team for review. Please remember that you will not be able to see when another account is moderated, but rest assured that our team takes action against against players breaking the rules. If you are having issues with any of the admin commands set-up within a specific game that your or your friends have created, please make sure to check your scripts, ask for help from fellow scripters on the forums and check out our help articles at the ROBLOX wiki (http://wiki.roblox.com/). Although we still want you to report anyone breaking the rules, you can also block players you may not wish to chat or be in contact with in game and on the website. You can read more about that here: https://en.help.roblox.com/hc/en-us/articles/XXXXXXXXX Sincerely, ******** Service ROBLOX Initial Consumer Rebuttal /* (2000, 7, 2015/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Actually, funny enough, the people who were breaking the rules got banned today while they were in-game. Get good, nerds! Thanks for actually reviewing it! :D I don't need help editing the admin commands, nor does severaty, the owner of the game.

12/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized continuous charges to my bank account. Cancelled card but charges still coming. I have never authorized any transactions with this company. I've cancelled my card, filed disputes with bank but they continue to charge my bank account. Company will not stop charges.

Desired Settlement: Refund ALL charges to my account. These charges were not authorized ever!

Business Response: Initial Business Response /* (1000, 5, 2015/11/16) */ Hello ****, We understand this situation is frustrating and would be happy to assist you with it further. Unauthorized charges are a violation of our terms of service and results in termination of the account. Please know that ROBLOX cannot initiate new charges on your behalf. We do not store the full credit card information on our servers and no billing information is visible from a user account. The only way a new purchase can be made is if someone enters in the full credit card info each time for each new purchase. We do have recurring memberships, but those can be canceled at any time before a renewal date by logging into the account and selecting the cancel option. These charges would not continue if you canceled your card. When this occurs, we often find that it's a result of a child in the household using a credit card without permission or that your information was otherwise compromised. I was not able to find any correspondence or charges under your name or email as listed here. To assist you further, please write to ****@roblox.com and provide a list of charges by date and amount. Be sure to include any associated user names, billing name, billing email address, denote if the charges were via Credit Card, PayPal or another format such as Google Play or iTunes, and if via Credit Card, be sure to include the last 4 digits of any credit card used. This information will help us to locate the charges and send a refund request to our billing department. Sincerely, ******** Service ROBLOX

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm basically here to talk about how I was treated poorly, with ******** service. Well, it started out on a late night I don't remember the exact date but a **** was made by me saying that 'i'm going to shoot up a school' which I'll admit it was bad I forgot to say 'play' but It was late at night and I didn't think about it. It was on a alternate account. (Which I will add they said it was against their terms of service though it isn't stated) I then went offline and I'd assume the thread was deleted. They then the next morning informed the authorities. Which they didn't report it as soon as they saw it because the officer said "we got this report 3 hours ago" and I think the thread was made at about 8:00PM to 9:00PM. I was then detained and brought to a precinct. The whole thing was cleared up but it has scarred me to this day. I as well in the past have been harassed by moderators deleting my accounts without valid reasoning which I have picture evidence of.

Desired Settlement: I'd like some sort of sorry or something for making a grammar error, it was a waste of the police's resources which the officer said himself. Waste of my time.

Business Response: 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 **** about. However, as you continued to violate the rules in creating accounts to spam **** 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, ******** Service ROBLOX

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When ordering a subscription to Roblox using PayPal, I received 2 additional charges for "Robux" that were not ordered. I was charged additional money (2 charges totaling $34.90) when my I subscribed to a one month Roblox subscription. I had my son log into his Roblox account on my laptop and I only went to the upgrade now button, chose the one month classic builders club and purchased it with PayPal. I made sure the paypal bill said only $5.95 and completed the order. I did not go to any other page or press any other options. I then went into the Preapproved Payments section in PayPal and cancelled preapproved payments with Roblox. The subscription order and the email confirming cancellation of preapproved payments at PayPal were both emailed to me at 7:40 and I logged out of my computer. My son logged into the account and saw there were additional Roblox in the account. I then noticed that at 7:42 and 7:52 (a few minutes after the transaction for the subscription and the cancellation of the preapproved payments in PayPal) I was charged 2 additional times for $9.95 and $24.95 (for the Robux in the account). I contacted Paypal to see how this could happen and they said that Roblox put in a pending request for the additional purchases at the exact same time I ordered the subscription purchase, then ran these additional charges a few minutes later. PayPal's support person said that since the pending charges were entered before I cancelled the subscription, the charges went through even though the subscription was cancelled. In addition, the Paypal security specialist told me that she has handled many calls regarding Roblox charges and that the same thing has happened to others. I contacted Roblox and asked them to reverse the purchases of the Robux, which were still in the account and could have been removed. Instead, they refunded all of the items and closed the account. A very similar thing happened to me when I ordered a year subscription for a different account on September 4th. On September 4th, I purchased a year OBC subscription for $129.95 and I was charged 3 more charges for an additional $79.85 for Roblox that I did not ordered a couple minutes later. At that time I was told that we really ordered the Robux (which I did not believe was true) if the money was refunded, that Roblox would cancel the account. In this case my son used some of the Robux before we figured out what happened. Roblox said that if we were refunded the money they would close that account since the Robux were used and asserted that we made some sort of ordering mistake or that my son ordered without my knowledge. I know that in this case I ordered the year subscription then logged off. My son immediately logged into his computer and the Robux were there. He told me and I said I didn't know why and he used them. I figured it came with the subscription. Since I was there when he logged in and saw the Robux were already there I know he did not order them.

Desired Settlement: Billing adjustment of $34.90 for items that were not ordered and leave the account on (the account was de-activated when I emailed Roblox telling them what happened)

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

11/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: ROBLOX deletes accounts for no reason, they don't care. My account was first banned for one day for "Do not threaten another user!" but a few hours later it was then changed to a deletion! I didn't threaten any user at all, I had created the account two months before it got deleted in March and spent about $150 on the account. ROBLOX never explained why they suddenly changed it to a deletion, I was fine with the one day ban but I was shocked they suddenly turned it into a termination, they should be deleting people for things like account theft, not simple online "threats"...

Desired Settlement: I just simply want my account unterminated, I won't violate the terms and services again but a deletion for a false "threat" isn't fair at all. Plus I've noticed a certain user named "*****" was deleted in January for making inappropriate games but his account was undeleted in July? This is complete discrimination too

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Hello, Your account ***** 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 *******, ******* americanic *****, you'll die and rot in ****, ******. 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 ************** 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 "******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, ******** 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 ******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 ******XXXXX but it got deleted two days later, I will accept *****'s deletion but please could you undelete ******XXXXX? I again spent lots of money on ******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 ******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 ******XXXXX back... thank you.. Final Business Response /* (4000, 9, 2015/11/16) */ Hello, You have had numerous moderation actions against your account ******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, ******** Service ROBLOX Final Consumer Response /* (2000, 11, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is fine.

11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Did not receive orders I've made two orders on two different dates both times I didn't receive products. The orders were confirmed by my credit card companies. On the first occurrence roblox conveniently says the username isn't on the records. The second occurrence resulted in them completely ignoring me.

Desired Settlement: I want my money back

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Hello *****, We're sorry to hear about your frustration. However, 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 purchases. When 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 1-3 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 correctly. We 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 cards. Game 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 supperdan. With your recent email we were able to locate the correct account, which is "*********". 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 whitelist. I've included a copy of our previous correspondence for you below regarding these most recent attempted and declined charges. Sincerely, ******** Service ROBLOX Email previously sent on 10/20/15 at 12:51p pacific Hello *****, Thank you for contacting us. The 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 purchase. Please 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 days. Please 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 ROBLOX. Any pending charges should roll back to your account within 1-10 business days if they have not already done so. Please note: We recently have upgraded and updated our payment systems and processes. In 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 card. Information about additional payment options can be found at: https://en.help.roblox.com/hc/en-us/articles/XXXXXXXXX Sincerely, ***** ******** Service ROBLOX https://en.help.roblox.com/

10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Daughter plays ROBLOX. Gave her $10 for "money". She was hacked points gond. Wrote to ROBLOX. No refund offered. Daughter loves ROBLOX. I hate giving money to buy "money" but she earned it. Allowed a $9.99 purchase. The next day, she should have had $1000, she had $13. Another online player told her she was hacked. This isn't the first time she's been ripped off. I wrote to ROBLOX. Got a total tech geek response. I only want the original $9.99 refunded. They need to employ much better security measures.

Desired Settlement: Refund and better security measures. Also, layman's terms to issues.

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Hello *****, Our ******** Service team recently sent you this follow-up reply which should have resolved this issue. We're sorry to hear you had difficulty understanding the information we had sent to you previously and will be sure to incorporate your feedback into improving this information in the future. Hi *****, I'm so sorry to hear you've experienced such a difficult time and have not felt you've been provided with adequate and easy to follow support. I've reviewed your correspondence with the previous agent and understand what you need help with. We ask that parents and players provide certain information as it can help us more easily investigate what happened, but with all that you've provided so far, we've been able to locate the transaction in which your daughter's Robux was spent without her permission. The following has been restored to your child's account: 1,222 Robux We encourage you to thoroughly review our account safety guidelines, as they contain information on how accounts can become compromised as well as tips on how to keep account information safe: https://roblox.zendesk.com/entries/XXXXXXXX Please don't hesitate to let us know if you need any further assistance.

10/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Account was terminated for supposed infraction involving "violating the Terms of Service for account theft". Roblox is refusing to provide details. My 8 year old son's accout was terminated. The termination notice says that "Your account has been deleted for violating the Terms of Service for account theft". My 8 year old son wouldn't know how to steal anyone's account if he had to do so to save his life. I contacted Roblox, who provided a vague explanation, won't reinstate the account and refuses to provide any further explanation, assistance or refund for pro-rated PAID ACCOUNT fees.

Desired Settlement: Reinstate the account

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Hello ****, Before closing an account for phishing or theft of another account or its items, we thoroughly review these instances. In this case, your son's account received a trade of high value items for a low value item from the compromised account. On that date, our internal tracking tools show that the stolen account was accessed from the same specific network information as your son's account. We take account theft seriously. Your son's account was closed due to the access logs of the compromised account and the receipt/profit of items from the stolen account. Sincerely, ******** Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response, however I still do not find it acceptable. The first issue I have is that there are still no details. You used the word "trade" in your response, which would indicate a willing transaction. Then you say "compromised account" - how do you know the account was compromised? I have two sons who both have accounts, and they would willingly trade items of potentially very unequal value. They also play with many friends who would do the same. I don't know the exact date, but my sons very often have friends over to the house for "Roblox parties", and it was very likely one of their friends who traded with them. I can't verify anything, however, as the account is shut down and you won't provide details. Was the other account reported as "stolen"? Again - my son is 8 years old... he wouldn't know how to hack into someone's account if they were sitting next to him and showing him how to do it. I certainly understand the need to protect the users, but without more details and proof I do not accept the answer. I still feel that the account should be turned back on immediately. Final Business Response /* (4000, 9, 2015/10/19) */ Hello ****, We appreciate you providing additional information about your sons and their typical trade activities. However, in this particular case this was not an account that had previously interacted with your son or the accounts commonly trading with your son and the account was indeed compromised. We have otherwise followed-up with you further via a new ticket #XXXXXXX, regarding the status of your son's account. Sincerely, ******** Service ROBLOX Final Consumer Response /* (2000, 11, 2015/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the resolution of this matter by reopening the account.

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to comply with user on ******** Service's part On December 5th of 2014, my ROBLOX account that I had operated on for many years and invested a large sum of money in (by my standard) was terminated. The content that was listed as being the reason for my termination was a statement I made on the on-site forum regarding a popular user not receiving a free item. The statement is as follows, "Guess what game developer didn't get the niceness gift? I'll give you a hint: loleris" loleris being the popular user previously mentioned. After emailing ******** service regarding the legitimacy of the deletion of my account, I was told that I was "repeatedly caught harassing other users on ROBLOX, verbally or otherwise." Upon requesting my moderation history to confirm that I've been repeatedly moderated for harassment as well as how the statement I made was related to such, my request on the help site was labeled as "solved" so that other ROBLOX employees would not be involved. In a span of 48 hours my request had been marked as solved despite my persistent emails 6 times before the ******** service representative finally replied informing me that the decision was final and "Further inquiries for this account will not be responded to." This process repeated itself when my emails reached other ******** service representatives until my email was blacklisted from ROBLOX support. Attempting to log into the help website directly prompted no results other than a banner being displayed saying "Sorry, your account has been suspended." I have yet to receive a log of my moderation history as of September 14, 2015. To this day, all emails sent to ROBLOX ******** service mentioning my name have been ignored, and ROBLOX has since removed the feature to see ******** support requests via their help website. Not only this, but many accounts that affiliate with me or identify as me have been terminated due to just that. Any thread mentioning my name on the forums will be deleted, and typically the account will be moderated. I've been terminated on dozens of accounts over the past few months. On many of them, the moderator note is the same. "Don't create accounts just to harass users or break rules." On two accounts I've actually received a termination including a moderator note that reads "Your account has been deleted for repeatedly violating the Terms of Service on multiple accounts. You are not welcome on ROBLOX." Upon publicizing the log-in credentials for one of the accounts so that other users could be assured that the moderator note was real, the password *** the account was changed for a period of time before I changed it back using the email associated with it. I've created a number of accounts where the only content I've brought onto the site was a message to a moderator informing them of my identity (without breaking any rules, I might add) and the response was always the deletion of my account. I've even been monitored on Twitter, where I created a new account and before posting any content I informed my followers of my username. That account was terminated as well.

Desired Settlement: Restoration of the ROBLOX account ******* as well as a new standard for ******** service agents when handling future inquiries. Also stop moderating people for mentioning me/being me.

Business Response: Initial Business Response /* (1000, 8, 2015/09/18) */ This individual has sent numerous abusive emails to ******** 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 ******** 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 ******** 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 ******** 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 ******** 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 ***********, as well as repeatedly sending profanity laden and abusive emails to our ******** 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 ***********, as well as repeatedly sending profanity laden and abusive emails to our ******** 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 ******** 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 BBB complaints are made public and ROBLOX ******** 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 BBB 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******** (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.

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company will not restore account after it has been hacked numerous times. The company has the username/email address of the person who hacked account I have provided all the information to verify my sons roblox account. I also sent the email address with the hackers email and username along with the link roblox provided that says if I didn't authorize this click on the link. The link does not work because the hacker somehow disabled it. The same person keeps hacking the account even after we have ensured all security measures are in place. Roblox will not provide any assistance and we paid a large amount of money for a yearly subscription to builders club. Once again the person who keeps hacking me has a username ***************** and an email address of ***********@gmail.com. I know tech support can see the time the account was hacked. After doing some research this is a platform issue and Roblox corporation is unable to meet consumer needs by preventing accounts from being hacked or providing resolution to consumers once their account has been hacked. I've tried to work with Roblox staff but ******** service is not very user friendly as they do not have a phone number you can call for assistance. At this point I am trying to explain to my son that his two year birthday savings are a complete loss. The only good lesson here is that he has experienced purchasing a product on his own with poor service and the importance of researching products before you purchase them. I just do not want other children to spend their money on a poor product (******** service). My sons information is username **********

Desired Settlement: I would like the account restored or provided a refund and an assurance that this same person will not be able to hack my sons account again.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Hello *******, We have previously addressed your concern, as well as restored ownership and items in the account, in ticket #XXXXXXX. We strongly recommend reviewing the account safety information we provided with your son, as in all of these cases, the player's account is compromised through phishing or a player being tricked into giving out their password. If you still need further assistance, please don't hesitate to reply to the aforementioned ticket. Sincerely, ******** Service ROBLOX

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After my $10,000-valued account was unfairly and irrationally deleted, their appeals team failed to help, despite two emails and a phone call to them. I'm writing in regard to inconsistencies in ROBLOX's moderation and Developer's Exchange program, specifically as to the recent case of my account, ************. The Developer's Exchange program allows a user to give anywhere from 100,000 to 20,000,000 robux (the online game's currency) for designated dollar amounts if the source of the income is deemed legitimate and if the account has not participated in actions that the moderators deem inappropriate. Although designed for ROBLOX game developers, the Developer's Exchange has been portrayed by ROBLOX staff as available for any user who earns his or her robux legitimately and abides by their Rules of Conduct consistently. Within their site, they have a catalog, where virtual items can be purchased, some of which are Limited items, which have a limited supply and can be only sold to or bought from other users after they are initially sold out. They can also be traded for 1-4 other limiteds. I gained massive amounts of their currency, robux, by trading or buying limiteds for cheap amounts of robux and then selling or trading them for more robux than I initially bought them with. About 2 months ago, I began selling all of my Limited items into robux in order to use the 4,000,000 robux Developer's Exchange, from which, if accepted by their standards, the company would have granted me $10,000 before tax in exchange. During the process of selling my limiteds, I noticed that two of my sales, particularly that of my "******* ******" and "*********'s ******," had sold to what looked like two relatively new accounts for 167,999 robux and 119,999 robux. Rich, new accounts like those had been known throughout trading communities to be "Carders," or those who buy robux using stolen credit cards and then charging back from the company. Although I had no affiliation with the accounts, I could not prevent who bought my Limited items, as the Roblox market is designed like a stock market, where bids and asks can be taken by anyone with an account. Due to the fact that two of my items had sold to carders and that I had a massive net robux value on the site, they wrongly assumed that I was the owner of the accounts and thus deleted my own account, ************. Despite several attempts to email their appeals team, they refused to undelete my account; I even requested them to check the IP address of mine versus that of the carder accounts in order to prove that I was not them. They evidently did not, as I remain terminated. Their appeals team has a policy: if a user attempts to appeal once and has his appeal denied by the regular moderation team, any further appeals are sent to an automated response bot, which almost immediately designates a decline to the request. Since my request that they check the IP addresses of the accounts was on my second appeal, they did not do so. I attempted to call them and leave a message regarding my unjust account deletion, but was never called back. Had I done what they accused me of, I would not be contacting them in this manner, as it would be futile if they had proved me of such a crime. But since I was not the carders, I feel that it is rationally possible to prove that I was not. I had been planning to invest the $10,000 from the Developer's Exchange in stocks, and had been working for well over a year in order to attain the equivalent of such in robux by using ROBLOX's limited trading, buying, and selling features of the site. (Which was, to a degree, a mimic of minor stock market techniques). I did not gain my robux through fraud or purchasing robux with stolen credit cards. I can easily prove this if my entire buying and selling logs are taken into consideration. During my account's lifetime, I had over 8 to 9 million robux in sales; although only 4 million of it was profit, due to the 30% selling tariff imposed by ROBLOX on selling limiteds and because I used much of my robux to rebuy other limiteds at cheap prices, forming a loop of profitability.

Desired Settlement: If possible, I wish that their moderation team would more intricately and properly review my account deletion appeal, and either restore my account, ************, or grant me the $10,000 that I would have received if I was accepted into the Developer's Exchange program. Despite the fact that I do not have a popular game on the website, my robux were earned through common methods endorsed by the site (Trading, buying, selling). They were not earned through exploiting or stealing. I believe that the moderation team made a rash conclusion based off of few details, as they have many cases to process, and thus were unable to look in-depth as to my own. Although that is understandable, I believe that it is incompetent to delete paid users of the site (I had purchased a subscription to their lifetime OBC program back in 2012 for over $300), without confirming that they indeed committed the act. Despite the fact that I had the equivalent of nearly $10,000 in assets on the site, I received little help as to my deletion; after they declined my first appeal and had an automated response bot (From my knowledge) decline my second appeal without looking at it, I called them and left a message, but was never called back. When I was initially terminated, I was given no reason as to why I was deleted except for it being "Closed by the billing department," despite the fact that I had made no purchases on the site for over a year, and had fully paid any that I had made. Statement ambiguities used by ROBLOX's moderation team, such as the one I just quoted, give little reasoning as to the actual prompt of one's deletion. I am inclined to believe that this was simply a misunderstanding, and I would be grateful if this and other such issues can be resolved. My account username is ************. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Hello ***, We have provided your mother with the information as to why your account was closed in ticket #XXXXXXX. We thoroughly review these instances and would prefer never to have to close a ROBLOX account, but for the safety of all of our players, some offenses will result in the immediate closure of an account as per our Terms of Service: http://www.roblox.com/info/terms-of-service You also would not have been eligible for the DevEx program due to violations of the Terms of Service. Please see the additional DevEx requirements here: http://www.roblox.com/developer-exchange/tos Sincerely, ******** Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) You did not provide reasoning as to why I was deleted in my ticket #XXXXXXX. If you cannot validate my thorough complaint with a legitimate response, I will file suit on charges of fraud, as I suspect that my account was deleted solely to prevent me from using the Developer's Exchange. I provided thorough reasoning as to the illegitimacy of my deletion, and you neither validated my complaint with a response here nor with my ticket #XXXXXXX. The reason why I sent the message, "Mother of CCing" was due to the fact that I noticed that carders were buying my items, not because I had any intention to sell to them specifically. Although I was aware that carders would likely buy my items if I put them onsale, due to their rampant presence on the market, I did not "target" them specifically in selling my items. I made no communication with such users, but simply noticed that they purchased big items consistently, and thus put my own onsale. The ROBLOX Rules of Conduct do not state anything against what I did. The prices at which I sold the items were normal prices, and were not attempts to gain additional money- simply what I noticed as a way to sell my items quicker. I have been buying and selling limiteds for years, but noticed a rapid expansion in my ability to sell them recently, due to the presence of carders. As my sales records represent, I have well over 9 million in sales, very little of which came from carders, as you can confirm. I am not aware of who buys my limiteds when I put them onsale, but I knew that carders often did so. As I am a capitalist, I found that if I put big limiteds onsale for normal prices, that they would often sell to them. Fraud would infer that I collaborated with the buyers in order to capitalize profits, but I did not. At the time when I was selling my items, some were purchased by carders, and some were not. Carders were consistently flooding sales, giving me reasoning as to why I sent the message "Mother of CCers." I noticed that my big items were selling much faster than ususual, but I also noticed that they were selling to carders, which led me to believe that I should attempt to avoid carders when selling my last million in items, as I would inevitably be declined for the DevEx if my sales were solely from carders. I did not have specific intent to sell to the carders, as I stated before. I simply noticed that they almost always purchased my large items when I put them onsale, and thus figured that my first 3 million in large limited sales would come from them, as it was practically inevitable. Final Business Response /* (4000, 9, 2015/08/05) */ Hello ***, The reasons were clearly detailed in the previously mentioned ticket. You knowingly received large quantities of Robux obtained via violating the Terms of Service, of which you were very clearly aware and intended to profit from, as you have stated in your response. You then intended to use this to try to defraud the DevEx program. Your account will remained closed. Sincerely, ******** Service ROBLOX

8/17/2015 Delivery Issues | Read Complaint Details
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Complaint: My sons online Roblox account was deleted without a valid reason. He had a life time subscription. I want the account restored. My son firt created a Roblox account in March of 2011. Sometime in May 2015 my son's Roblox account was deleted (not by him). He tried to resolve the problem via their support and could not get a straight answer as to why is account was deleted. They gave a vague answer of "because of financial security concerns" What the heck does that mean? I purchased a lifetime membership for him many years ago and now that account is gone. He had also over many years accrued thousands of what is called "Roblox points" which are very valuable when playing the game. I am disgusted with how they have not provided complete information as to why the account was deleted and not allow him to dispute the reasons.

Desired Settlement: I want my son's account restored. He should be allowed to login to it again and be able to use it again and it should be restored to the its state before it was deleted. I also want an apology.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Hello *******, We have provided you with the information as to why your son's account was closed in ticket #XXXXXXX. We thoroughly review these instances and would prefer never to have to close a ROBLOX account, but for the safety of all of our players, some offenses will result in the immediate closure of an account as per our Terms of Service: http://www.roblox.com/info/terms-of-service If you need any further assistance, please don't hesitate to follow-up with that ticket. Sincerely, ******** Service ROBLOX

8/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Due to unfair practices, Roblox is holding a small amt of cash of mine, and presumably of all of its customers. Small credits are unusable on the site In April, my daughter received a Roblox gift card in her Easter basket. We followed steps to "redeem" it (credit the amt to her account). I do not recall the original card amt, but it is not relevant to the problem. The problem occurred around May 30, after she had used all but $4.15 of it to purchase "Robux" (virtual currency). She wanted to purchase more Robux. The lowest priced item for sale on the website was $4.95 for 400 Robux. So, I told her I would pay the remaining 80 cents with PayPal. However, when I went to make the purchase, I discovered that Roblox does not accept "partial payments," meaning that I could not use her $4.15 credit to pay for part of the purchase and make up the difference with another payment method. In other words, there is absolutely no way for her to EVER use that $4.15, except to purchase ANOTHER gift card (minimum $25) which would eventually lead to the exact same problem of a small balance that she could NEVER use. I realize this is only a few dollars, but we are clearly not the only people with this problem, and in my view it amounts to stealing from customers (mainly children). I emailed Roblox on May 30, 2015, explaining the problem and asking if there was any resolution other than buying another card, which is no solution at all. This was their response: Hello *****, Thank you for contacting us. Currently, our payment system is not designed to accept partial payments from credit cards in conjunction with game/gift card credit on a player account. We know this is a feature that many of our customers would like to see and while we don't have an anticipated date for it yet, we do hope to have this feature available in the future. While we would suggest to purchase the game card credit in order to utilize the available balance on the account. If you have any suggestion or feedback you may post on our official forum at http://www.roblox.com/forum/. Please let us know if you need any further assistance. Sincerely, ******* ******** Service ROBLOX https://en.help.roblox.com/ So, upon receiving a "how would you rate our ******** service?" email a few days later, I responded and essentially called them out for dishonest business practices, and reminded them that every other website on earth is able to process partial payments, and that the children who design games on their platform could probably figure out how to do it if they were truly incapable. Really, an internet company that cannot figure out how to accept partial payments? It is obviously a cop out and they are intentionally hanging on to all that cash, much of which is either earned by or gifted to children. There was no response at all.

Desired Settlement: Ideally, I would like them to accept payment by multiple methods for purchases going forward. I would like my daughter to be able to purchase something with the credit she has, and I am happy to make up the difference with another payment method. Ultimately, I want them to understand that their current practice is a form of theft, if not in intention, at least in how their customers experience it, and to discontinue the practice. If my daughter can never use that $4.15, then I would like it refunded. They simply cannot just keep my money without providing goods or services in return.

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ Hello ********, 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

7/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Account hacked with collections stolen early, then bought robux and many more charges appeared Shortly after starting an account, it was hacked. Then my son bought robux twice, and the system set it to allow future purchases with no password. He purchased another 9.95 and he thought it didn't go through because it didn't ask for password. He realized it did, and bought another 24.95!!!! when it didn't show up he clicked again. I thought the account was hacked and notified paypal. After I got message from paypal that the charges were through same account I figured it out (and got a delayed email notifying the password *** needed was applied AFTER 60 dollars was billed!!!!!) I made my son earn the money off (no money was refunded as paypal said they were accurate charges.) When he did I let him have his roblox priveledges back and his account was deleted due to "Unauthorized charges"/refund (didn't happen) there was a section to appeal, and I filed to receive an immediate response that deleted accounts for refunds/unauthorized charges can't be restored. Which seems unfair given the circumstances. He had a paid account for many months and earned back ALL of the money that he spent unintentionally/intentionally and now has nothing to show for it. I immediately thought he was hacked again and filed the charges.

Desired Settlement: I am seeking return of those charges (24.95*2 &9.95) since he can't use the items from the account or the account restored. I also want to make other parents aware that this can happen. One that minutes after upgrading he was hacked stealing all the "benefits" of upgrading which requires a fight to get back,and that a child can click no password ****** which you won't know about until they spend 70 dollars and then they lose their account with funds in it.

Business Response: Initial Business Response /* (1000, 5, 2015/07/10) */ Hello *****, 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, ******** Service ROBLOX

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a 3 month subscription of this app. for my child. He was able to access the game for about two weeks. Since then he can not. I purchased a 3 month subscription of the Roblox app. for my child in June of this yr. He could access the game for about 2 weeks, now he is unable to access game. "Invalid login" keeps appearing. I requested 4 times to reset password ***** though he only uses one password *** everything). No email to reset was ever received. I sent an email to Roblox on July 13th. I received an email giving me a ticket number (XXXXXXX) with them saying they will "get back to me as soon as possible". Not hearing back from them, I also messaged them on their Facebook profile, with no response. On July 14th, I again emailed them and sent a message on Facebook. Still no response. I even went as far as to message the CEO (***** ********) on LinkedIn July 14th, with no response. This is a total of 5 attempts, with nothing more from them than a promise to get back with me as soon as possible. I paid $31.79 for an app. that my son was able to access for about 3 weeks.

Desired Settlement: I am requesting a refund for the 2 1/2 months of service that my son will have no access to, which would be $26.47.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ Hello *****, We're sorry to hear about this issue. There was previously some confusion over the correct account name as the user name on the account had previously changed. I see that our team did follow-up with you in ticket #XXXXXXX. Please don't hesitate to reply to that ticket if you still need further assistance. Sincerely, ROBLOX Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The "username on the account changed" because he went from the free (limited) app, to the paid subscription, which is the account he lost access to 2 weeks after I purchased the subscription (hence why we are here now). Although communication with ROBLOX was slow, and their initial attempts at resolution included accessing the wrong account, and finally giving him access to an account that was never his, it isn't worth the time to continue. It would have been nice for my son to be able to have access to the account that was his, since he does not have the same items in this "new" account, but we will call it good and move on. Lesson learned.

6/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: computer crashes my children play roblox. Or rather they did. unfortunately they still go be behind my back and play. This letter isn't so much a complaint as it is a warning. there is something in the app for this gaming site that has the potental to crash computers. It has killed two computers in this household alone. And a third is on its way out. the only thing these machines have in common is roblox. im warning everyone who uses roblox to be careful. this site if FULL of bugs glitches and worms.

Desired Settlement: cant contact when my computers are dead.

Business Response: Initial Business Response /* (1000, 9, 2015/06/10) */ Hello ****, We're sorry to hear about the issues you experienced. I do want to reassure you that ROBLOX does not contain any viruses or malware and would not cause the issues that you described. The 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 malware. We 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 /* (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

5/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Roblox account has been hacked the last few months .ling story short because of a complaint by hacker account had been closed . Roblox says can't help The last few months my 11 year olds roblox account got hacked his Roblox bucks which he pays for with real money has been storm many times . I even have an email address of who did it . And roblox only returned the roblox Bucks once . But says they can't do anything . Well we have spy way malware and all the good stuff. My sons account was hacked again a couple days ago and they bought more roblox bucks now the account has been closed due to unauthorized user ****. And I emailed roblox and appealed it but said they can't do anything .

Desired Settlement: We want a refund if robux and I want my sons account opened again

Business Response: Initial Business Response /* (1000, 5, 2015/05/01) */ Hello ******, 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 "************". 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 *** the promise of something else. The information in that article will help your child keep his account secure. Sincerely, ******** 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 .

4/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Roblox Corporation won't reply to my message. I sent them complain that I got schemed by another player and I want my items back. or In Currency Robux Hello, The problem Is Roblox Corporation Won't reply to my message after I sent them proof of the scheme. etc, Trades, date, Users date of the Scheme: 2014/7/9 They said. "Restores are only granted in the event an account has been compromised. Additionally, we require notification within 14 days of the account being compromised. We apologize, but we've provided all the assistance we can on this matter.' I reply to them. And sent proof that's I sent to them a Complain. Date: 2014/7/10 And I paid about about 1000$ dollar on the game, And now I lost almost all of my hard work. And they won't give me

Desired Settlement: I want my stolen items, Or In currency ( Robux )

Business Response: Initial Business Response /* (1000, 6, 2015/03/27) */ Hello *****, We did reply to your message in Ticket #XXXXXXX. Unfortunately, we are not able to help you further with your ROBLOX items. As you stated, you had given them to your friend last year in July. As you would have had to have initiated the trade or accepted it from your account, and this trade occurred over 6 months ago before notifying us of any potential issue, there is nothing we can do to change or reverse this trade. You are always given an option to decline an item trade with another ROBLOX player. Please remember to trade wisely. Thanks! ******** Service ROBLOX Initial Consumer Rebuttal /* (3000, 8, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, It's wasn't my friend. I lent it to him because It's was for a trade, I Will tell you what he said" k hmu with a trade <3 On 7/9/2014 at 5:33 PM, ******* wrote: k btw dont scam me .. :/ On 7/9/2014 at 5:32 PM, ********* wrote: 10 minutes On 7/9/2014 at 5:31 PM, ******* wrote: when ur going to return it? On 7/9/2014 at 5:26 PM, ********* wrote: only if i can borrow your eotf On 7/9/2014 at 5:25 PM, ******* wrote: If I get STF + cws for your RG will you accept? if you will. can you wait until i get it?" Date of the last Message: 7/9/XXXX X:XX PM Date of first trade: 7/9/XXXX X:XX PM Date of the second trade: 7/9/XXXX X:XX PM We also partied you can check the date: 7/9/XXXX X:XX to 6:00 That's his exact words. Thank you, for your reply. Final Business Response /* (4000, 10, 2015/04/03) */ Hello *****, Unfortunately, we are not able to help you further with your ROBLOX items. As you stated, you had given them to your friend last year in July. As you would have had to have initiated the trade or accepted it from your account, and this trade occurred over 6 months ago before notifying us of any potential issue, there is nothing we can do to change or reverse this trade. You are always given an option to decline an item trade with another ROBLOX player. Please remember to trade wisely. Thanks! ******** Service ROBLOX Final Consumer Response /* (4200, 12, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, He wasn't my "friend". Did you read the reply I, sent for you? I lent my items to him, for a trade. He said himself.. "10 Minutes" Isn't scamming violate your rules? and I notify'ed ROBLOX Corporation In my another G-mail.. **********@gmail.com You sent me a ticket, doesn't that sound as notify? Ticket number: ******** ( Mrs.***** Can you check that's?) First, reply date: 7/14/2014 trades date: 7/9/2014 And I can ensure. that's I followed my side of trade. But he didn't followed his side.. I sent, the trade.. And please see my other reply for the message log. Thank, you very much for your reply.

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I want my 20 dollars back being they shut mysons account right after I purchased the card. My son had a membership on his uncles card, the card was closed they terminated my sons account due to his card being closed, I just spent 20 dollars prior to the closing, I want my money back, I have spent hundreds of dollars on this game and thisis what they do.

Desired Settlement: I want at least the 20 dollars Ijust spent on roblox my son has 198 roblox and this is unfair all the money i put here

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

3/17/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: These are the second unauthorized charges to my debit account. My bank issued me a new debit card after the first unauthorized charges. This is the second unauthorized charges to my debit card. My bank is still looking into first charges that occurred on November 15,2014 in the amount of 145 dollars. Which my bank refunded to me and issued me a new bank card. Now I have two pending purchases for 9.99 against my debit card from google roblox. I don't even have a google account! It makes me uneasy and uncomfortable to keep money in my account. ADDITIONAL DETAILS: Case is being handled by another organization: My Bank PNC

Desired Settlement: I just want them to stop charging my bank card because I didn't authorize them and I do not I repeat I do not have a google account and I dont play roblx! I want them to refund all the unauthorized charges my bank had repaid and the two pending charges of 9.99

Business Response: Initial Business Response /* (1000, 5, 2015/02/27) */ Hello *****, We're sorry to hear about your situation and understand how frustrating that can be. Please note that ROBLOX does not store the full billing information for any purchase, only enough for identification purposes, and no billing information is ever visible to any use account. This means that in order for your billing information to be used to make a purchase in our system, someone must have obtained your credit card or financial credentials and physically entered them into our website. Oftentimes, we find this occurs when a child within the household uses a credit card or an account without parental permission. Although we do our best to deter this from happening on our site and consequences of making unauthorized charges on our site will result in an user account being deleted from our site, it's unfortunately impossible to tell that someone sitting behind a computer or a phone is not the actual payment holder. We strongly recommend that you set up security alerts with your financial institution, as well as set up password ********** for purchases on any mobile device. When this does occur, we're more than happy to submit a refund request to our billing department for the unauthorized charges. If you're already working through your bank as a disputed charge, we recommend that you continue to work with them, as once the charge is disputed, it prevents us from taking any action to refund the charge until the case is resolved. If you have any further concerns or questions, please let us know. Sincerely, ROBLOX ******** Service

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Roblox declined our bank/cc 3 times then went on to take the money from our acct for each attempt & no Robux showed up on our sons acct!! Our son has a Roblox acct- name is djgXXXXX. We attempted to purchase 1 set of 800 Robux for $9.95 & after inputting all personal & cc numbers, we were declined 3 times! Thinking there was something wrong with our bank acct, we checked & found Roblox had taken that $9.95 three times!!! Then, when our son checked his acct, NO Robux showed up! Tried emailing & calling in complaint but can't get anyone to get back to us!

Desired Settlement: We simply want at least 2 out of the three charges refunded immediately!! If we can get this resolved to where its only the one charge, we want our son's Roblox acct to reflect the purchase.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ Hello ******, We understand your concerns regarding your purchase attempts, but as confirmed via email, these charges were declined by our system and ROBLOX did not process or receive any funds for these charges. We received your voicemail after our phone hours on 1/20/15 and sent you an email reply on 1/20/15. We also received your additional email request and sent you a reply on 1/21/15, which you rated as "Good/Satisfied". I've included the information previously provided regarding declined charges below as an additional reference. If you still need any further assistance or have any questions or concerns, please don't hesitate to let us know. You can reply to the email we previously sent you or email ****@roblox.com at any time. Sincerely, Customer Service ROBLOX The 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 purchase. These transactions can trigger a security alert with your financial institution and will be held in a pending, "hold" status for a few days. Please 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 ROBLOX. Any pending charges should roll back to your account within 5-10 business days if they have not already done so. Please note: We recently have upgraded and updated our payment systems and processes. In 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. Please 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. 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 card. Initial Consumer Rebuttal /* (2000, 6, 2015/01/28) */ The issue has been resolved directly with the company. Thank you!

1/28/2015 Problems with Product/Service
1/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My account on ROBLOX was deleted for no reason, customer support refuses to help me. My username on ROBLOX is Txngo, the account was deleted on 12/7/2014 AT 3:49:27 PM. My account was deleted for no apparent reason, if you look at my moderation note it states that. "Your account has been terminated for violating the ROBLOX Terms of Service." There was no evidence at all of my account violating the Terms of Service, because I did NOT do it. Your customer support staff from *******@roblox.com (Named ***** Has made up a story that I was caught attempted to scam other users by selling items for real life currencies. There is 0 evidence included of this though, because it did not happen. Please remove the deletion on the account "Txngo" because it was a complete and utter abuse of power done by the ROBLOX staff

Desired Settlement: I am requesting that the moderation on the account Txngo will be lifted, and give me full access on the account because the deletion was unjust.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello ******, Although your account was only created on 9/30/14, it has 9 different moderation actions against it for significant Terms of Service violations including hacking, scamming and exploiting. Your account was deleted for scamming other players again, with offers of Builders Club or ROBLOX cards, after you were previously warned not to. When you use our site, you agree to abide by the Terms of Service. We reserve the right to close any account for violations of those Terms of Service. Sincerely, Customer Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2014/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The account moderation actions were false, for example I was banned for 14 days for "Exploiting". I emailed *******@roblox.com and the appeal was accepted, because the moderators made a mistake (Or banned me on purpose, unfairly) Here is an example of the appeal for the exploiting ban, check the ticket number (#XXXXXXX). I was not offering Builders Club or ROBLOX cards, the account "*******" (He is my brother) was breaking the terms of service of ROBLOX by posting a thread asking for builders club, all I did was post on his thread, I did NOT offer him bc Posting on a thread is NOT breaking the terms of service, and my brother (*******) received a 3 day ban meanwhile my account was deleted permanently for something I didn't even do This is an example of abuse in the moderation system of ROBLOX, the moderators might have assumed I was the same person as *******, just because we have the same address. You gave the person who actually did the offence a 3 day ban, and deleted my account meanwhile I wasn't even breaking the rules. Final Business Response /* (4000, 9, 2014/12/22) */ Hello ******, This moderation action has already been reviewed by our team - your account was not closed for just posting on a thread. You were previously warned not to continue to violate the Terms of Service and yet continued to do so. Sincerely, Customer Service ROBLOX Final Consumer Response /* (4200, 11, 2014/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account was banned for posting on a thread, that was originally posted by ******* If you want to accuse me of doing something else, provide evidence. My appeal was NOT reviewed one bit, it was automatically denied by ***** The people at *******@roblox.com use bots to respond to you and don't review deletions. Show me proof that I was trying to scam by selling items for Roblox BC cards, because the only person trying to do that was *******, txngo did NOT do that and I was banned by mods for no reason.

1/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Robotic spam messengers ticking me off. Dear Roblox, For some reason starting last summer, people (including me) have received auto-bot messages leading to links of sites un-related to ROBLOX (meant to cause a virus), and a newbie could just as easily click it and damage their expensive computer.

Desired Settlement: I want a stronger moderation system for message spam and links. If you and your team can do this, please. To save stress for forumers, newcomers, etc. My account name is *****.

Business Response: Initial Business Response /* (1000, 5, 2015/01/12) */ Hello ******, We understand your frustration. This is an issue we are always working on to improve, but in the meantime we already have several options in place to prevent and report these messages from your inbox. All new user accounts are set to Friends as their privacy option for messaging to prevent random messages from being received from unknown accounts. All accounts have the ability to change their privacy settings (https://www.roblox.com/my/account) by clicking on the Privacy tab to limit or even prevent messaging. We also have a Block feature where you can block messages or chat from any player by going to their profile feature and selecting "Block" by clicking the More button. All over the website and on every message page, you also have the option to Report Abuse any message, chat or content that is breaking the rules. As we work on this overall issue further, we hope that in the meantime you will employ these excellent features that will help prevent you from receiving unwanted messaging. Sincerely, Customer Service ROBLOX Initial Consumer Rebuttal /* (2000, 7, 2015/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for responding. Blocking doesn't work as much as all the spam accounts are different robot alts. I have noticed that not going to certain games reduces the spam I am getting. Thanks a lot.

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My account on ROBLOX was deleted, the username was Bookifi. They said they wouldn't delete it for a reason - which I find isn't fair. My account bookifi was deleted on ROBLOX, in which I purchased things and they deleted it for reasons that weren't fair. They said something like I had used someone elses credit card or something. I never took back my money, and if I did, I'd be willing to pay whatever I have to, to have back my account and have it unterminated. They are deleting me for no valid reason, and won't unopen the account because it was deleted in 2012, which in fact I know they can unterminate the account.

Desired Settlement: I just want my account back. I will continuing using this website and purchasing from this website if I get unterminated.

Business Response: Initial Business Response /* (1000, 5, 2014/12/16) */ Hello *****, Your account "bookifi" was reported by the credit card holder for unauthorized purchases. Using someone's billing information to make purchases without their permission is a violation of our Terms of Service. When you use our site, you agree to abide by the Terms of Service. Your account cannot be reopened. Sincerely, Customer Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yeah, thanks a lot for nothing. ROBLOX steals. Final Business Response /* (4000, 9, 2014/12/26) */ Hello *****, Your account "bookifi" was reported by the credit card holder for unauthorized purchases. Using someone's billing information to make purchases without their permission is a violation of our Terms of Service. When you use our site, you agree to abide by the Terms of Service. Your account cannot be reopened. Sincerely, ******** Service ROBLOX

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchase 3 ROBLOX $10 cards. I used 1, and the others said they were redeemed. 2 didnt work, the one I used, 5 hours later the account got deleted. I purchased 3 ROBLOX $10 BC cards. I used one of them on my account ******** and the others I didn't use. They were purchased from Walmart. The one was used on the account ******** but ******* was deleted about 5 hours later that day. The 2 others said when I tried to redeem them "This card has already been redeemed."....... My other account named ciump was also deleted, with no moderation note. I emailed *******@roblox.com, and they did nothing about it but tell me they weren't unterminating my account, and they weren't refunding me. This happened about 2 years ago, just like this, on my other account bookifi.

Desired Settlement: I want my accounts (ciump and drownly, and if I could, please, bookifi) unterminated. I also want 3 brand new ROBLOX cards.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello *********, We previously addressed the account "bookifi" in a separate ticket. In regards to the accounts "ciump" and "drownly", these accounts were closed for scamming other players with offers of BC, accounts ROBLOX cards and credit. You were previously warned not to continue to violate the Terms of Service in this manner but continued to do so. Two of the ROBLOX cards you provided were redeemed on alternate accounts which could only happen if you provided someone else with the PIN numbers. In the future, please abide by the Terms of Service and do not give out your PIN #'s if you want to remain on ROBLOX and redeem ROBLOX cards on your own account. Sincerely, Customer Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Completely unacceptable and will not be buying from this company prior to this. I didn't scam anyone. Final Business Response /* (4000, 9, 2014/12/26) */ Hello *********, We previously addressed the account "bookifi" in a separate ticket. In regards to the accounts "ciump" and "drownly", these accounts were closed for scamming other players with offers of BC, accounts ROBLOX cards and credit. You were previously warned not to continue to violate the Terms of Service in this manner but continued to do so. Two of the ROBLOX cards you provided were redeemed on alternate accounts which could only happen if you provided someone else with the PIN numbers. In the future, please abide by the Terms of Service and do not give out your PIN #'s if you want to remain on ROBLOX and redeem ROBLOX cards on your own account. Sincerely, Customer Service ROBLOX

1/12/2015 Delivery Issues | Read Complaint Details
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Complaint: A fully paid year subscription has been terminated after 6 months for violating terms of service. No explanation given after repeated requests. I purchased a year long "Builders Club" subscription for my son on his birthday in June 2014. I recently became aware that this premium account had been terminated and deleted due to a violation of "Rules Of Conduct". I requested an explanation and specific details behind this termination of service and in both accounts have only been given a generic reason (the account violated the rules of conduct). My son is puzzled by the deletion of the account, and I am frustrated by Roblox failing to give a specific, detailed answer as to why the account is deleted. No attempt to come to a solution has been presented.

Desired Settlement: I would like to be refunded for the remaining 6 months of service that I paid for, or to have the account reactivated. I would like a detailed explanation as to why the account was terminated to begin with.

Business Response: Initial Business Response /* (1000, 5, 2015/01/07) */ Hello ****, Your son's account "*****************" was deleted for posting a threat on our forums to infect thousands of players with a deadly virus in order to take down the website. Below is the full text of his post. Your son also has a lengthy history of over 30 rule violations including posting offsite links, discussing inappropriate topics and posting an ascii picture of a swastika. The previous purchase made on his account is non-refundable. The use of our site is contingent upon following the rules and guidelines within the Terms of Service. When players receive a non-account closing moderation action, they agree to abide by the Terms of Service in order to continue on the site. Due to these repeated violations and the most recent egregious one of threatening to attack the website and ROBLOX users, his account was closed. We apologize if this was previously unclear to you in your previous correspondence and have made efforts to ensure that this will be clear in any future inquiries. Sincerely, Customer Service ROBLOX Full post from user account ***************** Subject: Anonymous (Message To Admins) Poster: ***************** Joined: 06 Nov 2011 Posted: XX-XX-XXXX XX:XX AM Body: ************************************************************ To the roblox corporation we our anonymous we as a community in which we our tired of your greed and corruption for profit you continuesly take advantage. you treat everyone as if they our completely ignorant. Unfortuntley for you we our not as ignorant as you think. You claim that if you imagine it you can make it on roblox. That is false you our extremely limiting platform does not allow the players to create what they wish. You practically force them to pay for builders club. Everyday you lie to your players with your idiotic blog posts. Supposed fixes and more enough is enough we our taking action thousands of your players will be infected with a deadly virus that will take down the site in 2016 We our anonymous We our legion We never forgive We never forget Initial Consumer Rebuttal /* (2000, 7, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is exactly what I had asked for when I first contacted support. It is unfortunate that responding to a BBB complaint was the only way to achieve this. I would consider adding a feature that would allow any complaints or violations to be automatically emailed to a parent account. I do my due diligence in monitoring my son's internet activities, however anything done on the Roblox site is not directly reported and a feature such as what I mentioned would be very helpful to all parents.

10/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My online account was terminated for no given reason. When i reached out to ROBLOX there was no response. Three weeks ago, i discovered my account had been broken into by a third party. I immediately contacted ROBLOX to resolve the issue, but it took days to hear back from them. I was finally able to reset my password about 2 weeks later. I didn't get around to resetting it because of not having time to do it, but when i tried to reset it today, it said my account had been terminated. I contacted ROBLOX and it has been 3 days, and i have no response. I am very disappointed in their staff and customer service personnel and i expect a formal apology from their corporation and a settlement, as described below.

Desired Settlement: I am requesting that all of my monthly payments i spent building up my account be refunded, my online account be re-instated, and that i receive a formal apology from the ROBLOX Corp.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ Hello ****, We understand this is frustrating and will be happy to continue to assist you. The account was suspended for financial security reasons. We are currently communicating with you via ticket #XXXXXXX. As requested, we must have you verify the details of the most recent purchase on the account to further review this account for reopening. Sincerely, ******** Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may be able to provide details, what details do you need exactly?

7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: ROBLOX refused to honor a refund on unauthorized charges of $2,765.78 USD. My two underaged children purchased online gaming services without my permission, totaling in a sum of over $2,765.78 USD. It was flagged by my credit card company as fraud activities, for fraud disputes it takes 120-180days to resolve. Merchant says it is passed the 45days refund policy. Paypal and Citibank both said to work with the merchant directly to get the funds back, merchant says to work with financial institutions for the refunds. All parties are not taking up responsibilities for the refunds. I am not either as I am the main card holder for these accounts and these purchases are NOT AUTHORIZED by me, these are Minors ages 8 and 12, they do not anything of what they are doing, I was told I will get the Refunds but because it is past the refund due dates, every party is not responsive. These are the CitiCard No: XXXXXXXXXXXXXXXX 11/XX XXX.95 11/XX XXX.95 11/XX XXX.95 11/29 99.90 11/29 69.90 11/29 49.95 totaling $819.60 and from my other minor's account no. charges as follow: CitiCard No: XXXXXXXXXXXXXXXX 10/31 19.95 11/XX XXX.95 11/02 19.95 11/01 19.95 11/01 19.95 11/07 19.90 11/XX XXX.95 11/XX XXX.95 11/08 5.95 11/12 69.90 11/13 19.90 11/XX XXX.95 11/XX XXX.95 11/XX XXX.95 11/XX XXX.95 11/21 19.95 11/24 29.90 11/22 19.95 11/24 19.95 11/25 19.95 11/26 19.95 11/26 5.95 11/27 69.95 totaling $1,950.65

Desired Settlement: I would like the total refund of $2,770.25 refund check from the merchant. First of all, these unauthorized purchases were from minors children underaged, and Second of all, these transactions were blocked, NO products/services were received by me.

Business Response: Initial Business Response /* (1000, 5, 2014/06/04) */ Hello *******, We were first contacted by you on February 24th regarding charges from Oct/Nov/Dec 2013 and your request for reopening accounts that had formerly been closed. Per our Terms of Service (http://www.roblox.com/info/terms-of-service) we request that you notify us of any claim against a payment made to our site within 45 days. All purchases were previously applied to and used by the accounts that made the purchases. You had also previously stated that your children have access to PayPal accounts via which you allow them to make purchases of their own volition. When charges are disputed, they are locked in a dispute case with the credit card/financial institution and are non-refundable. The associated accounts are also deleted per our policy, but can be eligible to be reopened if the dispute is dropped. Otherwise, the determination is then made by the financial institution as to where the funds will be credited. We still worked with you extensively regarding this matter, including issuing a refund check for a charge not currently in dispute, from 11/26/13. We also noted 3 accounts which were currently still active and in use by your sons, with the purchased benefits, which you wished to continue to remain open. This was on April 2, 2014; you responded that you were satisfied with the resolution and felt that the agent assisting you did so in a prompt and professional manner. We were then contacted by you on May 12, 2014 requesting further refund for the same charges. We provided you with further information regarding the outcomes we had received of the charges that were disputed. We then encouraged you to continue to work with your financial institution if you were dissatisfied with their determination on any dispute, as well as for any remaining charges that were in dispute or outside the 45 day window. We continue to encourage you to contact them, as in this case, they will be able to provide you with more accurate information regarding their determination of any disputed charge, as well as the continued outcome of any currently disputed charges, as well as charges from last year which we are not able to refund. Sincerely, Customer Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2014/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Transactions were conducted in month of Nov and within a span of days of 29 times, and appears in one bank statement, one cycle. It took 120 days for bank to conclude the investigations. 120 days later, on Feb XX XXXX after bank concluded and closed the case and credited Roblox, this was the first attempt to work directly with Roblox Corp. I only had one intention, to get my refunds and money back. Your facts of why I called was not true, and does not make any logical sense. I would not, there is NO WAY the call was to reopen accounts for these blocked transactions. Logically which angry parent would allow the accounts to be reopened or say even allow their kids to play after an outrageous occurrence of unauthorized transactions totaling $2,765.78? I merely asked for refunds on the Citibank transactions of $2,765.78. The kids have paypal accounts to purchase their Roblox play, yes that is True, however I am not asking for any refunds on outside transactions made using Paypal. Roblox knows every customer is important, and here they have a valuable customer attempting to work directly with the merchant to resolve a case fairly. Kids were banned immediately after the incident without further access to their computers. If Roblox cannot keep track of the individual purchases made using Paypal or credit cards on the Roblox accounts of these players, how do you expect a parent to keep track and call to reopen any specific accounts? I called for refunds not reopen. On Refund, I have received a courtesy refund from Roblox of $5.95, credited to my Citibank account, of which on my latest statement, a $5.95 was debited again. Thus, I have received $0 refund from this unfortunate event. This prompted me to lodge this case to BBB. On April X XXXX, I had been verbally promised and honored a refund from a kind agent and have been waiting for many months, no refund was processed, $0 was returned to my account. The helpful agent said the refund would show in 2-3 billing cycles. I waited patiently. A $5.95 refund was finally credited, thanks and thank you for taking the money back. Again if this is how the company operates, I have no further comments, I am just shocked. On several calls to many different parties on many occasions, Paypal agents tell me refund is definitely possible especially if these had been unauthorized as Paypal protects their customers' purchases. Citibank agents tell me to work directly with the merchant for the refunds, and the first helpful agent from Roblox assured me there was no problem on the refunds. On May XX XXXX, I contacted Roblox again as the refunds have still not been processed. Instead Roblox persistently asked me to work with my financial institution, once again knowingly pushing the ball back to Citibank, when the window period for bank dispute is closed. Citibank cannot do anything and advised me to work directly with Roblox for the refunds. I am displeased with Roblox's business practices and ethics, I feel I have been taken advantage of and treated unfairly. BBB please be the mediator. I am a reasonable consumer and will pay for services I have consumed or used. In this case, I have paid for something which I have not used, even if Roblox indicated they had opened up 3 accounts, there was a total of 29 accounts, that shows at least 26 accounts had been unused, blocked, and deleted. I will be waiting for a one time courtesy refund of $2,765.78 or a reasonable fair amount to settle this case. Thank you. Final Business Response /* (4000, 9, 2014/06/10) */ Hello *******, We were not contacted regarding these charges until well after the stated 45 day window within our Terms of Service and after they had been disputed, some of which were still currently in the dispute process, which at the time our agent noted that you had requested to have accounts reopened. Almost all of the charges that you eventually listed were purchases made via PayPal for which the majority of accounts are still open and/or had used the applied product prior to being closed for the disputed charge. You had also previously mentioned that the current accounts your children were using were OK to remain open and there are active accounts which show current and continued use. The only refund confirmed was for the $5.95 charge, which was refunded to your account. There is no other record, verbal or otherwise, of any other refund being promised. Any subsequent $5.95 charge would have been from a new membership purchase. To make a new order on our site, you must re-enter in the billing information each time, including billing name, address and credit card information. ROBLOX does not store the full billing information and no billing information is ever visible to a user account. The outcome of a charge dispute is not determined by ROBLOX, but by your financial institution, which is why we continue to encourage you to contact them regarding their determination on these charges and any further recourse. Sincerely, Customer Service ROBLOX Final Consumer Response /* (4200, 11, 2014/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am attempting to work directly with Roblox through BBB to obtain a refund on the following list of transactions, again not any Paypal transactions: These are the CitiCard No: XXXXXXXXXXXXXXXX 11/XX XXX.95 11/XX XXX.95 11/XX XXX.95 11/29 99.90 11/29 69.90 11/29 49.95 totaling $819.60 and from my other minor's account no. charges as follow: CitiCard No: XXXXXXXXXXXXXXXX 10/31 19.95 11/XX XXX.95 11/02 19.95 11/01 19.95 11/01 19.95 11/07 19.90 11/XX XXX.95 11/XX XXX.95 11/08 5.95 11/12 69.90 11/13 19.90 11/XX XXX.95 11/XX XXX.95 11/XX XXX.95 11/XX XXX.95 11/21 19.95 11/24 29.90 11/22 19.95 11/24 19.95 11/25 19.95 11/26 19.95 11/26 5.95 11/27 69.95 totaling $1,950.65 I am well aware it was 45 days passed. ****** had verbally honored the refunds, and she said it would take between 2-3 billing cycles to show on my statements. In my most recent statement from Citibank Roblox courtesy refund of $5.95 was debited from my account. There are three $5.95 debits, what is happening to the courtesy refunds? I would like my total refunds back from all my Citibank transactions directly from Roblox, these accounts have not been used or accessed. Please refund all my money back. Do not take any hard earned innocent money from families of kids who do not know what they are doing at a young age. Earn your revenues ethically, refund me my money back. These money are very hard earned savings from poor families like myself who slog for every penny these money are meant to save for their college, these two Citibank accounts are the kids' first college savings accounts please for heavens' sake return us these monies, please I beg you Roblox in ******* *******

5/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Roblox account deleted unfairly,appaling customer services,no help what so ever from roblox. Account name mortalmess. My Roblox account recieved a 7 day ban after someone posted innapropriate content using my account ,however a few hours later it was changed to account deleted i have already explained in appeals to roblox that it was'nt me and that my account had been keylogged/compromised after i clicked on a link posted in roblox own forum's. I have sent several appeals to roblox and all i get in reply is what looks to be automated reply's stating my account won't be reactivated even thought i haven't done anything wrong,i have also sent lots of messages to roblox moderators asking for help ,and no-one will help me even after i explain what happened,i saved my pocket money to buy tbc for my account only to have it deleted with-in hour's ,i am very upset that no-one will help me,and due to living in england its difficult for me to contact roblox any other way than there email,which most of the time they won't even reply too . if i could please have my account back i would be very grateful,and promise to be more careful when clicking links in -the future,i only clicked the link as i was desperate to buy a new limited that was coming out ,and had been saving up for weeks to get it,and I have sent several appeals to roblox and explained my account was keylogged after i clicked a link in Roblox forums ,to autobuy a new limited item i was waiting to buy, believing it would be safe as it was in the roblox own forums. yet roblox still won't give me my account back,even thought i have'nt done anything wrong. As roblox has a lot of users those mainly chldren,i feel their customer services is appaling due to lack of help. Copy of the email's i recieved from roblox . Your request (#XXXXXXX) has been updated. *****, Feb 22 07:50: Hello *******, Thank you for contacting us. The account was moderated for breaking the community rules and guidelines. Please read the message on the moderation screen to find out why your account was moderated. You can review the Community Guidelines and Rules here: https://***************************XXXXXX Keep in mind that some offenses are so serious that our moderators may suspend an account longer even if it's the first rule violation. Some offenses can result in an immediate deletion. Further, if you have a history of moderation actions, this may result in your account receiving a longer suspension since you have been told before that you need to follow the rules. Using symbols and other letters to get around the word filter is against the rules as well. The filtered words are blocked for a reason. Remember, sharing accounts or passwords is also against the rules! Someone else on your account could get your account suspended. Please keep your account info safe, and follow the rules to avoid any future problems. Thank you, ***** Customer Service ROBLOX Another reply. ***** Feb 21 19:28: Hello, Thank you for writing in about the moderation on your account. Your ban has been reviewed and will not be lifted. You can review the Community Guidelines and Rules here: http://***************************************XXXXXX. Please remember that some offenses are are so serious that our moderators may take a more strict action sooner, and some offenses can result in a permanent ban. Also, if you have a history of moderation actions, this may result in your account receiving a longer suspension since you have been told before that you need to follow the rules. You are responsible for any moderation on your account even if you weren't the one logged into it at the time. Remember, sharing accounts or passwords is also against the rules! Please keep your account info safe, and follow the rules to avoid any future problems. *******@********** Info on moderation screen states , Account Deleted Our content monitors have determined that your behavior at ROBLOX has been in violation of our Terms of Service. Reviewed: 2/16/2014 11:45:04 AM Account name

Desired Settlement: I would like my account reactivated,as i did nothing wrong ,i also would like 1 month tbc as i paid for it only hours before my account was banned.

Business Response: Initial Business Response /* (1000, 5, 2014/03/26) */ Hello *******, Your account was initially banned for sharing links to child pornography. Violations like this are escalated for further review due to the severe nature. At which point your ban was changed to a deletion. You had previously been warned for sharing imgur links with real life photos of players under the age of 18. Our internal tracking tools show no indication that your account was compromised at the time of this or the previous moderation for sharing RL photos. Your account will not be reopened as this kind of behavior is not acceptable on ROBLOX. Sincerely, Customer Service ROBLOX Initial Consumer Rebuttal /* (3000, 7, 2014/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already explained ,my account was keylogged/accessed by someone else after i clicked a link for a autobuy for the new federation limited in lmad forum's. I can assure you i never posted any links to child porn or anything else. Also i advise you to recheck my moderation history as i know for a fact i have never recieved any warnings for sharing links before. Do you really think i would post links that everybody knows would get you banned in an account with high value limiteds and over 50,000 robux ,which i sold other limiteds and saved to enable me to buy the new federation limited which i had been saving up to buy and was due out hours after my account was deleted. I feel you are being extremely prejudiced to players from outside the usa,as i have been researching and can provide a big list of players who have been terminated for serious offences including account theft ect, and all have got there accounts back after appeals. I am the victim here yet i have recieved no help from yourselves,and am very dissapointed as i have always enjoyed roblox and feel extremely upset due to the lack of support and the fact you are now stating that i have previous moderation history for posting links which i have not this is clearly deformation of character and i feel i am being singled out,all i want to do is continue playing roblox as i enjoy playing and have lots of friends on it. please i promise you i did nothing wrong,and i am the victim in this matter. thank you ******* Final Business Response /* (4000, 9, 2014/04/03) */ Hello *******, As previously stated, we check to ensure that an account is appropriately moderated and your account shows no indication of having been compromised at the time. Your moderation history does indeed show that you were previously warned for sharing imgur links. Your account will not be reopened as exploiting and potentially endangering a minor is not permitted on our site. Sincerely, Customer Service ROBLOX Final Consumer Response /* (4200, 11, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already stated that someone else accessed my account and posted that link,obviously with the intention of getting me banned/terminated. You state that you thoroughly investigate ,yet this is clearly a lie, as if you did you would see that i did not post that link and indeed my account had been compromised. My parents were able to obtain proof that i did not post any links like your claiming i did by contacting our isp, who have checked and confirmed it was not posted from my home,they did this due to the serious allegation you made accusing me of posting links containing child pornography. Also would you care to explain how several other user's who were deleted same way as me,were allowed there account back. Legal advice is being taking by my parent with regards to this allegation.. Also here is a quote from a post made by your summer intern merely (which i have screen shot of and have a saved copy of the webpage) . "When I was at ROBLOX this summer I recall someone on the moderation team mentioning that they just don't have the time to dig into cases and do the detective work to figure out what's going on. They do deal with scammers when there's solid proof (like the scammer sending an incriminating message that can be reported), but they lack the resources needed to dig into the records and look deeply into every case." This indeed provides proof that you do not actually investigate like you are stating,and was said by a member of your own staff. Why would i purchase tbc for my account and then post a link containing adult content hour's later knowing fine well that my account would be banned or terminated ... I buy and trade limiteds,make clothing and have even made a game which was just starting to become popular. do you really believe i'd risk everything to post adult content on your site. Also like everyone knows it takes minutes to make a free account ,which everyone does already to post or do things they know will get them in trouble,i again assure you i would not post anything like that and certainly wouldn't post anything in an account containing lot of robux and high value limited items,i may be young but i'm certainly not that stupid. I feel you are being extremely prejudiced against me,especially as you keep repeatedly lying by stating i have previous moderation history for posting links,which i know for a fact i do not have as i always take screen shots of any moderation action i recieve . . Also the post you claim i made was posted approx 4.30am uk time,i wasn't even awake at that time as its the middle of the night here in england. Maybe if you stopped the people using bots/exploits( including roblox admins) to buy new limiteds,other people would have a chance of buying them and i certainly wouldn't of clicked the autobuy link which i clicked that has now cost me my account. Also my parents would like a contact address for your legal department, as they are now seeking legal advice with regards to your discrimination,accusations and actions against me. I have a big list of users who have been all been undeleted after being deleted for serious offences. including 1 well known player who was deleted for scamming and hacking into accounts.Who is still openly using exploits and bots that he was originally deleted for... Obviously you are being very predudiced to none usa players and my parents will be notifying and registering complaints against roblox with several company's including uk internet watchdog and etrust,so that parents are made aware of your appalling customer service,and lack of support. In summary i am very upset and dissapointed and my parents are disgusted by the treatment i have recieved from roblox staff. Your customer service is disgusting, your company clearly does not care about its paying users as this case clearly shows. I did not do anything wrong other than click a link posted in your forums ,i'm the victim here yet i am the one being punished and called a liar as you can't even be bothered to investigate it. I realise how busy your staff are ,but come on at least show you value your paying members and do your investigations properly,this is not acceptable,as its a valuable account containing over 50,000rs and high value limiteds. Realistically do you believe if i had posted something illegal like you claim i did,i would be making a big issue out of it on an official website like this,where everyone can read it . All in i believe roblox certainly is not a child safe website ,you provide no help support or protection to your user's , and even make false statments on a public website. After spending 1 week browsing i have gathered lots of proof which i will be sending to watchdog,etrust and other official websites. Proof of scamming/account theft/ xxx adult content games / bullying and users being verbally abused and threatened in games,i have video and screen shots which i will be forwarding on' Also during the week i reported several serious offences ,yet none of the user's have been punished,the offence's i reported included: Disgusting language which i can't post here but very bad , several threats where users are threatening to hack accounts. bad language and abuse is everywhere on your site,yet most people that are reported get no actions taken against them. In summary: I am very sad that it has came to this, but i feel very let down and disappointed by the way you have dealt with this matter. You obviously can't be bothered to investigate this matter and give me my account back,totally not acceptable by any standards. If this is the way you treat your paying customers,and victims of having account hacked/compromised, the public and parents have a right to know .. Remember Roblox is supposed to be a childrens website,yet this is the way we are treated by roblox staff. I used to spend all my free time making clothes ,games ,and buying/trading on your game.spending real money and being part of the community. Yet when i need your help ,all i get is my account unfairly deleted, (as i did nothing wrong),and accused of posting child pornography, I think you need to concentrate more on stopping the people doing this,and start offering more support and help to victims like myself instead of ignoring whats going on ,on your website,hacking,keylogging and scamming are common everyday events,yet your clearly not intrested in stopping it or helping anyone who falls victim.. i can provide proof of everything i have said as i do have screenshots ,and saved copys of webpage's,and video recording . THANK YOU FOR YOUR OUTSTANDING CUSTOMER SUPPORT ,CLEAR TO SEE ALL YOU ARE INTRESTED IN IS MAKING MONEY,NOT LOOKING AFTER YOUR USER'S ANYMORE.. signed very dissapointed user

4/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Upgraded to ROBLOX Builders Club for stated price of $5.95 and was charged $10. My son received a $10 ROBLOX gift card(online game) for his birthday, as a member of Roblox he wanted to Upgrade to ROBLOX Builders Club for the stated price of $5.95 and was charged $10(the entire amount of the card.) I sent an email asking why he was charged $10 and their reply was "Thanks for contacting us. Purchasing 1 month of Builders Club with a game card does cost $10, instead of $5.95. Game cards have to be created, cataloged and shipped to stores all over the United States, ****** and the **. Because of this process, there are higher overhead costs associated with game cards. However, we find that game cards as a purchase option are valuable, not only for product purchases but for their ease and convenience." Now if You were to go on the website make an account and upgrade to Roblox Builders Club for one month it clearly states $5.95 and I can't find any hidden print anywhere that states otherwise and to send a reply back to me telling me how much it cost to make the cards is ridiculous and insulting. I know this is a small trivial complaint but they took advantage of my kid and that is unacceptable.

Desired Settlement: Fix the website so it doesn't scam anymore kids.If it cost $10 then say it cost $10. Credit my kid $4.05 back on his card and an apology to me for insulting my intelligence.

Business Response: Initial Business Response /* (1000, 5, 2014/03/26) */ Hello ******, We understand that this has been a point of frustration for our customers and we are looking for ways to improve the game card redemption and purchasing process, for 1 month purchases. We do also offer a special 45 day purchase for $10 of game card credit if you purchase the next month before your membership runs out. And other pricing options for 6 month, 12 month and lifetime memberships are the same. The %5.95 membership price is a monthly recurring membership available with a credit card or PayPal account. These explanations are not intended to insult anyone's intelligence, but to provide information why there is a price point difference for game cards, for the 1 month option, at this time. We do appreciate your feedback though and we are looking into ways to make this better. In the meantime, for this purchase, I can credit the account the $4.05 difference for the recent membership purchase. Please provide us with the us the user name where the credit will be issued. We appreciate your understanding and patience. Sincerely, Customer Service ROBLOX

1/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: $10 Roblox game cards cannot be redeemed. I purchased several $10 Roblox game cards. When the cards were redeemed on the Roblox website, either of the following problems resulted: 1) message "Error occurred" 2) message "card successfully redeemed" but no robux or builder's club value was received by account. The cards are worthless. I contacted Roblox by email 2 times for resolution to this problem but I never received a response.

Desired Settlement: refund of $10 game cards purchased

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ Hello ******, We previously sent you the following two responses on 11/9/13 and 11/24/13 after receiving both of your emails on 11/9/13 and 11/24/13. If you did not receive these responses, please make sure to check your email filter and set it to allow emails from the @******.com domain. We also recommend checking your spam and junk folders. To summarize, the cards were redeemed on the account "TranquilPanda", which currently has $40 of credit on the account, waiting to be spent! Most of our game cards redeem for "Credit" which a player can then use to purchase a variety of different membership and Robux products. You can go to this page and scroll down to see a list of options available for purchase: https://www.******.com/Gamecard/ Sincerely, Customer Service ROBLOX 11/9/13 Hello ****** , Thank you for contacting us in regards to your game cards. It appears that you have $40.00 in redeemable credit available on your account. To use your gift card click on the Builders Club tab then click on the green ROBLOX Card button. On the next page you can enter your PIN and click on the Redeem button to add the credit to your account. Your new balance will show in green after the words ''Your Balance''. Next look under where it says ''You have ROBLOX Credit! There are several options from which to choose. Click on More Builders Club Options. The Turbo and Outrageous Builders Club purchase options will be displayed on that page. If the regular builders club option is not visible, locate the hard hat icon next to the question mark, right above the membership options chart. Click on the hard hat icon and the regular builders club options and prices will appear. If you are redeeming a ROBLOX Gift Card for 1 year membership you should choose the corresponding 12 month membership option. Please be careful when making your selection as we cannot change or refund your purchase once it has been made. If the gift card you are redeeming is not specifically for a 1 year membership, you can use the credits to various levels of membership or robux as shown on our purchase pages. Remember our monthly memberships of $5.95, $11.95 and $19.95 are only available for purchase with a credit card. Please let us know if you need any further assistance. Thank you, ****** Customer Service ROBLOX 11/24/13 Hello ******, Thank you for contacting us regarding your game card issue. I researched your issue a little further as we do our very best to respond to every email within 24-48 hours. I do see that our agent ****** responded to you on 11/09/2013 regarding this issue. Perhaps our response landed in your junk mail or spam folder. In any case I will try to help you with redeeming the credits on your account for membership or ROBUX. To use your gift card click on the Builders Club tab then click on the green ROBLOX Card button. Your balance will show in green after the words ''Your Balance''. Next look under where it says ''You have ROBLOX Credit! There are several options from which to choose. Click on More Builders Club Options. The Turbo and Outrageous Builders Club purchase options will be displayed on that page. If the regular builders club option is not visible, locate the hard hat icon next to the question mark, right above the membership options chart. Click on the hard hat icon and the regular builders club options and prices will appear. Please do not hesitate to contact us should you need any further assistance. Sincerely, ***** Customer Service ROBLOX Final Consumer Response /* (2000, 11, 2014/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Everything seems to be OK now. Thank you for clarifying use of the game cards and how to access the credits. Final Business Response /* (4000, 9, 2013/12/26) */ Hello ******, While you're more than welcome to continue corresponding via the BBB, we would be able to assist you more expediently via email at info@******.com. Please make sure that emails from info@******.com are on your email's whitelist, to ensure that you receive our emails. I see that *********** recently made a purchase with a $10 game card on 12/22/13 for $9.95 for 800 Robux. If you're still having an issue with a game card, please provide the PIN# and the 10 digit serial # on the back so that we can assist you further. Sincerely, ROBLOX

12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Roblox will not process online charges as requested despite confirmation from my financial institution that all information is correct. I attempted to purchase a service from Roblox on 11/25. I called my financial institution to verify my address to ensure that I would input it correctly into the online fields with Roblox. The transaction was denied by Roblox; the error message was "Transaction declined by bank." I called my financial institution today and initiated a conference with Roblox. ******* stated that I could try entering my address in a different way, a way that DID NOT match my financial institution to "see if it works that way." I have made multiple attempts to purchase services from Roblox, each complying with their requiremetns and still have not received their product. Each time I am denied by their site, it takes approximately 1-3 business days for the funds to be returned to my account. I receive generic messages from Roblox support when I have emailed my billing questions to them. I get a canned response that in no way solves my issue or even gets to the root cause of the issue.

Desired Settlement: Update your billing system to allow charges when a financial institution has confirmed that the billing information is correct.

Business Response: Initial Business Response /* (1000, 6, 2013/12/02) */ We apologize for any confusion and inconvenience ***** has experienced. PayPal processes all of our credit card transactions. The filters set in place to verify correct credit card information are for the financial security and safety of all our customers. We are always working to help ensure that unauthorized purchases are not made on our site, but also, to ensure that legitimate purchases are able to be completed with minimal to no frustration. As per the email sent to ***** yesterday, our records with PayPal show that for the credit card purchase, the street address does not match. This is verified via the information that the credit card company has on file and we are not able to override this. We recommended that ***** try using a different card or use a PayPal account to make a purchase instead. We also have game cards available at many stores throughout the US.

12/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Dear ROBLOX, My Name Is ***** ****** And My ROBLOX Username Is ********! For Days Now I Was Hacked 10-02-13 Through 10-09-13. Please Unban Me. Problem Date: 10-10-13 ROBLOX Username: ******** Issue: Terminated Account Request: Urgent/Critical Today's Date: 10-11-13 There are more details about this. My Mothers Email Is *************@yahoo.com and she watches everything I do I the Internet.

Desired Settlement: For My Ban To Be Lifted Kindly.

Business Response: Initial Business Response /* (1000, 6, 2013/10/16) */ Hello *****, Your account was closed for password phishing and stealing from other accounts. Your account did not appear compromised at the time and you were the sole account to benefit from the theft of another player's items. We also know that you created a false email and attempted to impersonate the ROBLOX CEO, ***** ******** in order to demand that your account be reopened. You have numerous moderation actions on your account and were given many changes to follow the Terms of Service. Account phishing and theft are not permitted on ROBLOX. Your account will not be reopened and we will not continue to respond to your requests regarding ********. Sincerely, ROBLOX Final Consumer Response /* (3000, 21, 2013/11/13) */ I want them to unban my account please I didn't do anything please believe me! Final Business Response /* (4000, 10, 2013/10/21) */ Hello *****, As previously stated, your account will not be reopened for the following reasons: Your account was closed for password phishing and stealing from other accounts. Your account did not appear compromised at the time and you were the sole account to benefit from the theft of another player's items. You have numerous moderation actions on your account and were given many changes to follow the Terms of Service. Account phishing and theft are not permitted on ROBLOX. Your account will not be reopened and we will not continue to respond to your requests regarding ********. Sincerely, ROBLOX

10/29/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was just alerted to the fact that there are 12 unauthorized charges to Roblox in late September and October. I do not have an account with Roblox. These are the unauthorized charges: 10-1 $199.95 10-1 $199.95 10-3 $199.95 10-3 &199.95 10-3 $5.95 10-5 $199.95 10-6 $199.95 10-6 $199.95 10-6 $199.95 10-6 $199.95 10-6 $199.95 10-6 $199.95

Desired Settlement: I want to be reimbursed for the unauthorized charges ASAP!

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Hello ******, We understand that this is frustrating. When this occurs we often find it is a child in the household that has used your account information without permission. Please see the following information which has also been sent to you in Ticket #******* We were able to locate the charges associated with your PayPal account by your PayPal email address. Please make sure you have secured your PayPal account and changed your password. ROBLOX does not store PayPal billing information and no billing information is ever visible to any user account. We do offer a one time courtesy refund for unauthorized charges when notified within 45 days of the charge. As you have already disputed these charges with PayPal, they will be handling this for you and any processing of funds for your refund request. We would otherwise have been happy to assist you with this request, but the dispute process locks us out of our ability to refund the charges. We recommend that you continue to follow-up with PayPal and please let us know if you need any further assistance. Sincerely, ROBLOX

9/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I sent ROBLOX a ban appeal, which they declined and said that my game was just caught with inappropriate content. I sent ROBLOX a ban appeal, which they declined and said that my game was just caught with inappropriate content. The thing is, someone else built that. And whoever moderated it was clueless of what a personal server was, and didn't even know they existed. Here is what I sent them: "I was running a personal building server, which any of my friends could build in and what they build was saved on the place. We built quite a few structures and one of them was a statue. And my friend webelieve built... well. Male genitalia on the statue. Unluckily enough for me the thumbnail that auto updates when the game gets updated was aimed at this statue, so the bad thing showed in thumbnail of the game. The people who noticed this reported the place, and the blame was put on me when my friend built that. Just moments later, I was deleted. This took a bit of research to realize as I wasn't in the game at the time. How can I be held responsible for what someone builds on my server? Shouldn't whoever built the structure receive the ban instead? The only adult content on that game was that one thing that he built. My friend wasn't on MY account. HE was greifing the server, and that greif then got saved so that everyone could see it! I know who built it, because he told me himself. He feels really terrible about the trouble he got me into... If you could please unban me I would be forever grateful as it was not actually my fault, as it was one of the people on my friends list who built that. I am extremely sorry that it happened and I'm going to take precautions in the future to make sure something like this never happens again if I get my account back. Thank you for understanding, *****." And their response was: "Hello, Thank you for writing in about the moderation on your account. Your ban has been reviewed and will not be lifted. This account was caught uploading/running an adult content game. Games with inappropriate material will not be tolerated. You can review the Community Guidelines and Rules here: *****. Please remember that some offenses are so serious that our moderators may take a more strict action sooner, and some offenses can result in a permanent ban. Also, if you have a history of moderation actions, this may result in your account receiving a longer suspension since you have been told before that you need to follow the rules. You are responsible for any moderation on your account even if you weren't the one logged into it at the time. Remember, sharing accounts or passwords is also against the rules! Please keep your account info safe, and follow the rules to avoid any future problems." This response was very robotic, and I just got the same response when I tried again. And recently, I've been feeling really really bad and the only thing that made me happy was ROBLOX. The ticket number was ***** and my account name was *****.

Desired Settlement: I recommend that they rethink this ban and give me a proper response. I don't want anything else than my account back.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/26) */ Hello ******, I can see that our team has already re-reviewed your request regarding the moderation on your account. The following email was sent to you on 8/23/13: Hello, Thank you for writing in about the moderation on your account. We have reviewed your suspension/ban and have approved your account for reactivation. You will still need to accept the Terms of Service again to gain access to your account. Please be more restrictive on who you let in to build in your PBS to prevent this in the future. ****** Please let us know if you need further assistance by contacting us at ****** or ****** Sincerely, ROBLOX

9/10/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Roblox acknowledged via email message that they charged me when they shouldn't have and that I'd be getting a refund. I've yet to get the refund. I contacted Roblox customer service about my children's accounts to make sure their monthly Builder's Club membership was cancelled. They emailed me back to say it would be cancelled as of September, however, they did see that I had attempted to cancel one of the accounts almost a week before the renewal date, so because of that they would indeed be sending me a refund. That was two weeks ago. I've sent two more emails and have not have any response from Roblox. Their failure to give me my refund has resulted in my bank account being overdrawn and now I've had $105.00 in overdraft fees that the bank will not reverse because they say it's up to the company aka Roblox to refund me since it was an error on their part.

Desired Settlement: $11.95 for the membership that I had cancelled plus $105.00 in resulting overdraft fees due to Roblox's error.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/23) */ Dear ****, Thank you for contacting us. Please see the reply that was sent to you below on August 16th, 2013. As detailed in our response, refunds can take up to 5-10 business days to process and up to two billing cycles to appear on your account. This is dictated by the Payment Processor and your bank or credit card company, as to when the credit will appear on your account. In most cases, this process occurs within the 5-10 business day window. Please remember that business days to not include weekend days or holidays. We appreciate your patience and request that you wait up to 2 full billing cycle for your refund to appear. If at that time you still have not received your refund, please don't hesitate to contact us at *****. Sincerely, ROBLOX Previous email from 8/16/13 Dear *****, Thank you for contacting ROBLOX customer billing. We submitted your request to our credit card vendor, who then processes the refund according to their own schedule. Refunds typically complete in 5-10 business days but credit to your account may not be posted until two full statement cycles later. The following will be refunded: $11.95 8/8/2013 $11.95 8/8/2013 I appreciate your frustration that you have been experiencing but please note that overdraft fees are not the responsibility of ROBLOX to refund. You will have to work with your bank on this issue. The cancel email was sent to us 8/8/13 which was your renewal date and recurring charges have to be canceled before this date. The email dated August 1st was from 2011. We have provided this refund as a courtesy to you. Please feel free to follow up with any further questions or concerns you may have.

9/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I am a "******" or ******Club member on *****. I've been having issues uploading models and I am quite angry with support. When I try to publish a model in ROBLOX Studio, I receive an error. Or when trying to update a model, the button will not work properly and it just refreshes the page. The error highlighted above has not been solved for weeks even after contacting support TWO TIMES. ROBLOX Support seems to always say it's my problem while many users are having this issue and we are quite certain it is an issue on ROBLOX's side. I am a premium member (*****member) and I expect more for what I paid for.

Desired Settlement: I would like ROBLOX to improve their support system by telling their representatives to sometimes consider it actually might be their problem. Further more, I want ROBLOX Studio to be fixed.

Business Response: Business' Initial Response /* (1000, 6, 2013/08/29) */ Hello ******, We can see that you first contacted us on August 14th with two issues, one of which has been resolved. The ticket is still active and one of our agents is currently corresponding with you regarding this issue. As we are not aware of an issue that is occurring on ROBLOX's end and cannot replicate this issue, it can take longer to attempt to resolve these types of problems, as they are most likely related to an individual user's configuration. We appreciate your patience and will continue to assist you to the best of our ability, but please remember that if it is the result of a particular system configuration that you're currently using, we may not be able to resolve this for you. In these cases, we also recommend posting on our Help (Technical Support) Forum for assistance from other players that may use the same configuration and have resolved this issue. Sincerely, ROBLOX Consumer's Final Response /* (2000, 12, 2013/09/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have said no before only to find out they fixed the problem a while later. :) So no need to keep this open as the problem is gone. Thanks ROBLOX team, great work as always! Business' Final Response /* (4000, 10, 2013/09/04) */ Hello *****, We see that from your latest email that your issue has been resolved. We understand that technical issues can be frustrating and time consuming. If you need any further assistance, please respond to the current ticket you have open with us. Sincerely, ROBLOX

8/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: A group of users on the game are using hate and exploiting in places that I go to, as well as threatening me and harrassing me. I emailed the ROBLOX Company a good few days ago, I've waited days, and all I've gotten is to report these users causing me nothing more than nerve, trouble and hatred for this game's moderation. I requested that you looked into a hacker named *****that was more than likely associated with a usernamed ***** who is mad at me because I kicked him from a game. Despite his irrational behaviors and his exploiting, he to this day has not been banned or even so much as moderated for anything he has done. These things include: - Threats to hack my account I know he can't, because he's an idiot - Exploiting Games I am at to make my game experiences less entertaining - Threats against me, friends, and the group "*****" - Hired Exploiters and Hackers such as "*****" and "*****" to exploit and hack games as well as continue threats. His continued use of alt accounts and hate against users, not only myself, but numerous others is irrational and against your own ROBLOX Rules. In addition: he created hate accounts as I said and is hiding himself using these alts so that he may not be banned. He even framed my friend, Yrreb by Password Guessing my email and sending emails to ROBLOX saying that the user "*****" hacked me; but he didn't. It was the user "*****" and this child from what I've heard and what they admitted. All I want is for this chaos to stop: this is a children's game and now it is taken to a level where it is serious and I will not tolerate the hate and threats. I expect ROBLOX based on the statements, proof and other assets you have to moderate the user(s) who are causing this.

Desired Settlement: As I said in my previous paragraph, I request the following: - Moderation of hackers and violators of your game *****, *****, ******, ****** and ****** for what they have done. - The end of their ability to continue making hateful alt accounts in an effort to make me leave ROBLOX. - I am aware you are working on fixing security, but I would like to see Security improvements as time comes and goes. - Unmoderation of ******who's account was deleted when ****** and ****** framed him

Business Response: Business' Initial Response /* (1000, 5, 2013/08/07) */ Hello ****** I want to make sure that you have reviewed the information that we have previously sent to you regarding inappropriate behavior on ROBLOX: ROBLOX takes child safety very seriously. Please go here for more information about our safety rules and features: ******If someone is sending threatening messages or chats on ROBLOX you can use the Report Abuse system right away to let us know. Our moderators can block them from the site. That's all we can do. ROBLOX can't make a real person stop bothering a player if they are determined. If you feel you are in danger you should not hesitate to call your local police. Cyber-bullying is a real crime and it is against the law. Please make sure to follow the actions above if you feel your safety is in danger. Because we need to be able to see any chat or content that violates the rules, the best thing you can do is use the Report Abuse buttons for any inappropriate chat or content on our site which sends a clear report to our moderators. We will be looking into the accounts that you have listed here, but we are not able discuss moderation actions taken again other accounts. Privacy laws also restrict us from providing information about user accounts unless we receive a court order. This means we also cannot discuss ****** moderation action with you as you are not the account owner. We encourage you to not only report users violating ROBLOX rules but to also use the chat features to limit contact from users via chat or PMs. Sincerely, ROBLOX

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account was deleted for fraud. And roblox said that I had done something wrong though I did not do anything they said. And they will not unban me.. So when my account was deleted I had sent and email back to get the account un-deleted and so they email me back saying that the account was violating their terms of service not giving me any chance to get the account back. They lied to be and did not give me a fair chance to even get it back.. I am completely furious at what they did. I spent almost 750 dollars on that account, and they wont even believe me.

Desired Settlement: I would like to get my account back from the business, for what they did. Because the person was asking me to help him with something terribly wrong and I said no. And he had screen shots of me from before saying yes to something else and editing the messages to look like I did everything wrong. So I would wish to have my account returned and that is all.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ Hello ***** We thoroughly investigate incidents of potential fraud or other severe violations of the Terms of Service that warrant the deletion of an account, to ensure that only players breaking the rules are appropriately moderated. To discuss this further, we need to know the name of the account to which you're referring, as there are several accounts associated with your email address. If this is regarding *****, that account was deleted over a year ago for phishing and stealing from other accounts. It will not be re-opened. If this is regarding a different account, please be sure to include the user name. Sincerely, ROBLOX


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6 Customer Reviews on Roblox Corporation
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