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Original poster

Roblox - money lost

269 replies

Sarahr22 · 15/06/2020 17:36

Hello,
I am sat in tears. not knowing where to turn. I realised today that my 8 year old has been playing Roblox (which I signed her up to do and put all safety blocks on) but has been making in-app purchases which over the last few weeks amount to nearly £2600. She didn't realise it was real money and I consider myself at fault for not checking - with all the child safety blocks on I didn't realise this would happen. I have hardly any money in my account and am not working at present. I have tried Roblox (no way of calling them just have to fill in a form), Apple (as it was on an iPad and they refused to help) and discussed with my bank that suspicious activity should have been picked up - they refused to help and suggested reporting my child for fraud. I appreciate I should have been more vigilant but any ideas or experiences as I simply don't know where to turn. Thank you

OP posts:
SouthWestmom · 15/06/2020 21:51

Jeez Ryan what an idiot.

MintyMabel · 15/06/2020 22:50

Spoke to bank and they started tsaying could take action against daughter for fraud!!

I can’t understand why the bank would think they could take action against a child who is below the legal age of responsibility.

CharityDingle · 15/06/2020 23:04

@Sarahr22

Purchases made in last few weeks - average spending around £250 a day. Spoke to bank and they started tsaying could take action against daughter for fraud!!
Against a child? That sounds very strange.
Jada1234 · 16/06/2020 05:35

My son done this around10 years ago I nearly lost my mind. This is the first time I've ever heard anyone mention it since. I'm sorry it happened to you OP take care.X

DianaT1969 · 16/06/2020 08:35

I second the suggestion that you contact the money person on a national newspaper. Find them by Twitter.
Check spam folder for emails. If no emails and your account wasn't set to none then that may help your case.
Don't blame yourself, it could happen to anyone.

Original poster
Sarahr22 · 16/06/2020 10:47

Two hours talking to Apple this morning and no joy. They say they refund on a case by case basis and we are not eligible but they won’t tell me why (I have asked repeatedly but they just send me the refund policy and won’t say why - when pushed and pushed they just say speak to my legal advisor!!!). Roblox can’t do anything as on an iPad platform.

OP posts:
famousforwrongreason · 16/06/2020 10:49

I get an email notification every imy kids spend any money on roblox

TazSyd · 16/06/2020 10:53

My friend’s daughter did this on Roblox. It was about £150. She couldn’t get the money back because her daughter had used what she had bought.

Given some of the responses on here, I’m going to recommend she has another go!

TitianaTitsling · 16/06/2020 10:57

Are they not speaking to you as its your husband's account? What are they saying when he calls?

Wallywobbles · 16/06/2020 10:58

Let your DH take over. Can't have less joy than you.

Wallywobbles · 16/06/2020 10:59

A decade ago Apply refunded when my DD did similar. Much less and different game but same principle

IAmReportingYouForBBQing · 16/06/2020 11:01

Op, how old is your child?

Original poster
Sarahr22 · 16/06/2020 11:02

They have authority to speak to me. My husband is in a bad way over this (on the back of being out of work with Covid situation) and just gets angry with them. I am trying to stay calm in the hope they see some sense. I have emailed Apple ceo but doubt he will respond but can’t find contact details for anyone else. Seems to be no escalation once their computer says no! Devastated

OP posts:
Original poster
Sarahr22 · 16/06/2020 11:02

My daughter is 8

OP posts:
HunterHearstHelmsley · 16/06/2020 11:04

How long a period were the purchases made over?

ScarfLadysBag · 16/06/2020 11:07

Oh dear Sad There should be an additional layer when purchasing in-app items, such as having to put your password in or use your fingerprint/Face ID. Did she manage to bypass that? If the confirmation wasn't working properly that could be a line of attack, although it seems unlikely.

CharityDingle · 16/06/2020 11:07

Start from scratch, I suggest. Use email, it might be easier. Just be very factual in your approach, take all the emotion out of it. That's much more easily done, by email, and will cost less than phone calls.

It happens, I know of a case, I can't remember what company it was, offhand, but the parents were refunded.

Also, some good advice upthread about tax etc.

Try to be calm for the child's sake, they didn't realise and it won't help anyone having all of you upset about it.

Fingers crossed for you.

IAmReportingYouForBBQing · 16/06/2020 11:19

Op your child can't possibly be prosecuted for fraud so just tell the bank you will do what they say. She's is below the age of culpability and so you do have a way of getting the money back

pinktaxi · 16/06/2020 11:21

I had a big issue with Microsoft not refunding for Office 360 and Resolver sorted it out very quickly.

It had dragged on for 9 months before that.

You need to contact Roblox first.

ilovemydogandmrobama2 · 16/06/2020 11:21

Is it possible that Apple think that it's the OP/her DH who has been using the game and don't believe that it was a child playing the game?

That's the only explanation I can think of as to why they aren't refunding despite having parental locks.

FATEdestiny · 16/06/2020 11:27

I wonder if it's to do with the fact that purchases were made a while ago and that they'd be more inclined to refund if it was requested straight away.

OP - your husband needs to take total responsibility here. It is his fault. The fault doesn't lie with a child who didn't realise. It's the owner of the email account at fault - he should have monitored emails and because he didn't, he is not being refunded.

LindaLovesCake · 16/06/2020 11:42

Have you deleted the game? I’m wondering whether they can see if not and think you are trying it on. I do think it would be best if your dh took over and it might be that Apple can’t help you because it’s not your card. He needs to stop being ‘in a bad way’ even if it’s just for the duration of the phone call.

When did she make the first transaction?

My sister had her card cloned and flights and accommodation to Florida booked using her account. She never got the money back despite fighting tooth and nail for two years. She found out the name on the tickets and everything but HSBC said she could have bought them as a gift.

Browzingss · 16/06/2020 11:44

Did she manage to bypass that?

Doubt that - the parents here just didn’t set up the parental controls correctly nor were they monitoring the accounts or what the child was doing. If she spent £250 a day, this could have been nipped in the bud prior to hitting £2600 in total.

Browzingss · 16/06/2020 11:46

That's the only explanation I can think of as to why they aren't refunding

They’re not legally obligated to refund you though?

Extracurricularfatigue · 16/06/2020 11:47

I second/third the advice to contact one of the media consumer teams - paper or internet. They do a lot more work than ever ends up in the press. They sorted something out with a telecoms company for us in a day.