I usually avoid using social media to get a company's attention. But this situation is ridiculous and there is no excuse for the issue not being resolved, especially after their recent IPO.

And yes, I really do enjoy and play @Roblox $RBLX

1/10

I created my Roblox account in 2008, and used a REALLY BAD password back then. I'm embarrassed to say that I never changed it - it's been the same since 2008

That caught up with me recently - someone hacked into my account, and stole items from my inventory
2/10

Now this might not seem like a huge deal, but many items in @Roblox can be purchased with real money - and many I had purchased. In total I have probably spend $100 or so on the game.

Anyway the person stole the items by "trading" them w/ another account
3/10

After trading the item, I can only assume that they sold it on @Roblox's marketplace - where you can exchange items for "Robux" with are their in-game currency.

I discovered the trade after logging in on 4/23. I immediately changed my password, and enabled 2-step auth.
4/10

After securing my account, I read up on the issue. Roblox has a help article which states that they will assist you one-time in recovering stolen items due to a hacked/compromised account.

https://en.help.roblox.com/hc/en-us/articles/203313390-My-account-was-hacked-What-do-I-do-

5/10

Based on the above info, I reached out to support (tkt#30015904) assuming it would be a simple fix. BOY WAS I WRONG.
I logged in the following morning, to find that instead of being helped, I had been BANNED! For something that in their own doc said I should reach out about!
6/10

Keep in mind, I have spent REAL MONEY on roblox, and my account had items that would need to be replaced for REAL MONEY if I create a new account.

I checked the email after seeing the banned message, and I got this very generic response.

7/10

I responded to the ticket, asking how we "verify" the account, and complaining about the ban, and I got the following generic, unhelpful response:

8/10

Seeing that Andrew is clearly not being helpful - I followed his "support forum" link, which took me to the same page I had created my original ticket on.

So, I opened another ticket.

This morning, I got the SAME response from a different support person!

9/10

So, to summarize.

If your @Roblox $RBLX account is hacked, and items are stolen from you - their help document tells you to reach out to support.

In doing so, @Roblox "support" will ban you, and refuse to help you further.

Inexcusable for a company valued at $38 BILLION

This is my latest response to them.. not that I am expecting anything different :(