Unable to Access Account (Possibly Hacked)

GetHuman1909046's customer service issue with ROBLOX from January 2019

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The issue in GetHuman1909046's own words
Log into and play Roblox ... Hello, I am with my student and he has been unable to access his roblox account for a few weeks. The account email (from what he remembers) is . However, when trying to recover the password in the normal way, it says there is no email associated (though he is absolutely sure this is the account he used.**The username is **I am his tutor, but am with him and his parents so we have access to any information you may need to verify he is the account holder. There were quite a few robux purchases on the account, and we can verify we are the card holders for those purchases as well. The email below (under "How would ROBLOX email you") is my personal email, NOT the email of the account holder.
GetHuman1909046 did not yet indicate what ROBLOX should do to make this right.
Tried resetting password, using known email associated with account, as well as parents email just in case.
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ROBLOX

Roblox
Customer service issue
Reported by GetHuman1909046
Jan 6th, 2019 - 2 mons ago
I have an issue with ROBLOX too
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Seen by 7 customers so far
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Items needed
Account holder name
Billing address
Email address on account
Timeline
GetHuman1909046 started working on this issue
Jan 6th 4:24pm