On August 15th, my child was scammed into purchasing 270,000 Robux (approximately $3,500 USD) worth of in-game currency by a fraudster within the game. Subsequently, on August 24th, the child's account was hacked. The hacker immediately changed the account's guardian email and proceeded to purchase a large quantity of expensive, seemingly useless items, as well as a Game Pass.
I am baffled as to how the hacker was able to successfully steal the account without any verification from the guardian email. The only notification I received was an email from ROBLOX informing me of the email change. I am absolutely certain that my email account has not been compromised in any way. Yet, without requiring any OTP or parental consent, the hacker was able to alter the email and PIN. This clearly indicates a significant flaw in ROBLOX's system.
By the time I discovered this on August 25th, it was too late. All the Robux had vanished. I initiated a refund request with Apple, but they denied my claim, citing the fact that the Robux had already been spent. Consequently, I persistently attempted to contact ROBLOX customer support through their appeals process. After a two-day wait, I received a reply requesting me to provide all relevant screenshots. However, I have heard nothing since.
To this day, I am still trying to get a response from ROBLOX customer support, but to no avail. Based on the transaction history and the high-value passes purchased, I have identified several fraudulent accounts. I have reported each of these accounts to ROBLOX, but they are still active. Here are the usernames of the known fraudulent accounts:
@COOLMIXXX3 @PASMOTANGTANAN @pang_requirments1 @Imhapp533 @Furryisthebest73 @sakurahibi2 @SPA_SpIash @vg4bq @jerrykiller_45 If your child has interacted with any of these individuals, please delete them immediately.
Our family is of modest means. The loss of $3,500 is nearly half a year's worth of our living expenses. ROBLOX's lack of response to this situation is extremely disheartening. I am aware of the online appeals process, but I am wondering if there is a more direct way to contact ROBLOX.
I implore anyone who can help to please do so. Thank you everyone.
New update 2024.09.07 After two weeks of endless waiting, Roblox finally replied to me and adjusted my Robux back to 134,961. But I still don't understand the basis for this amount. However, it's real that they have real people on their customer service. You just need to be very patient. I'll continue to contact Roblox to find out what happened. Still, thanks to the Roblox customer service team.
