A player by the name of GREENDIAMONDMASTE has hacked my grandsons account and put a pin...

GetHuman1020408's customer service issue with ROBLOX from August 2018

Help with my ROBLOX issue
Tip from another customer
If your email and password are changed on the account then there is no way to recover the account. This company has a very strict policy with recovering accounts and if anything is different then you cannot recover the account. You must have the original email or phone number on the account.
The issue in GetHuman1020408's own words
A player by the name of GREENDIAMONDMASTE has hacked my grandsons account and put a pin code on my account information and I cannot get into anything. He has taken all of LuluDude* Robux and all his inventory. I keep getting emails from ROBLOX saying that my email has changed from *****@***.com to *****@***.com. This email belongs to GREENDIAMONDMASTE. I have their conversation printed. He manipulated my grandson into telling him personal information. How do I get the account back?
GetHuman1020408 did not yet indicate what ROBLOX should do to make this right.
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ROBLOX

Customer service issue
Reported by GetHuman1020408
Aug 21st, 2018 - a mon ago
I have an issue with ROBLOX too
Fixed
Seen by 7 customers so far
Similar issue to 7730 others
0 customers following this
Items needed
Account holder name
Billing address
Email address on account
Timeline
GetHuman1020408 started working on this issue
Aug 21st 8:34pm
GetHuman1020408 indicated the issue is not fixed yet.
Aug 21st 9:35pm