online game Roblox charges without me knowing

seby

I hope someone can advise, my sons play an online building game called Roblox it is a US based company.

About a year ago my son asked if he could upgrade his membership for a month to builders club and he gave me his pocket money to cover it. I attempted the upgrade from my parental control account and it wouldn't allow this. He had to log on with his account before I could use my debit card to upgrade. I think it cost something like £5.40 which was ok as he gave me the money to cover it. The game is PC based, not an app for tablet.

To cut a long story short it is a year later and they have been automatically renewing every month for a whole year on my debit card without my knowledge. I have had no bills or invoices from them I just spotted it on my bank statement.

I contacted the company who just said all memberships automatically renew and can be cancelled from within the account.
This is my sons account and not the parental account. It seems the parental account is a farce as I am unable to do anything from it not even cancel this membership. My son who is 11 has managed to cancel it from his login but the company will not issue a refund, see emails below.

Does anyone know if I could get a refund or should I count myself lucky I spotted it and have managed to cancel it now. I know I should have checked the bank statements more closely but with small amounts each month it was easy to miss.
I feel like it was unauthorised use of my card as I had no bills and was not aware of the charges.

Thanks
Seb

Hello Sebastian,

Thank you for contacting us.

Please note: All of our monthly memberships are automatically recurring, but we do offer the option to cancel the recurring membership at any time. You will still receive the full month that you paid for.

Our memberships are non-refundable so to avoid the recurring charge, it's better to cancel sooner rather than later. You can cancel the recurring subscription directly after signing up for a membership by clicking the Builders Club link and selecting the Cancel link in the upper right hand corner of the page, next to the green "Upgrade Credit Card" box. Follow the prompts until the membership is completely canceled.

While logged into the account, you can also cancel the membership on the Account page. At the top of this page, under the "Billing Settings" heading there is a gray "Cancel BC" button. Please click this button and any following prompts until the recurring membership is fully canceled.

You can also cancel via email or phone but we must receive the cancellation request, with the correct identifying information, before the renewal date. Leaving a voice mail or sending an email the day before will not guarantee the subscription will be canceled before it renews. All emails are responded to within 48 hours and voice mails will receive a return call during our phone hours Monday through Friday.

Thank you,

Nancy
Customer Service
ROBLOX


Seb, Sep 26 05:53 (PDT):
Dear Roblox

I upgraded my sons account ****** for a month. I was shocked yesterday
when I looked at my bank statement to see more charges from Roblox that I
had not authorised!

How is it that my card details have been stored on his account and he was
able to keep upgrading his account every month without my knowledge! I
think it has been about 8 months now it has been upgraded. He has NOT had
access to my card during this period so why has this been happening.

I need an answer to this ASAP

Regards

bris

Unfortunately you didn't read what you were signing up to properly and their T&C's would have shown a monthly subscription unless you opt out of it.

Do you only look at your statements once a year? You could have nipped this in the bud sooner, continuing to pay for over a year is an acceptance of the terms.

You are not alone, it's a worldwide problem and the UK are currently looking into this as thousands are getting caught out, but it doesn't help you now.

Put it down to experience and watch your online activity and statements from now on.

seby

Thanks Bris
I will put it down to experience. I had not even realised I was signing up to anything and had just thought it was a one off payment.
I think my son thought this is great and kept quiet.

I will be checking the statements more closely in the future before they get filed away in the drawer.

tinacbr750

Hi,

I have just seen my account statement just to find that Roblox has been charging me £4.03 every day for the last 2 weeks o.O

My son plays Roblox, but has never had access to my bank details !? Is this a scam and what action can i take due to them taking money every day without my authorization ?

Thanks

WTFH

How have Roblox got your bank details? Someone at some time must have given them to Roblox. That's where you need to start.

halibut2209

They got the details from somewhere...

Occam's razor.

vuvuzela

tinacbr750 wrote: »

Hi,

I have just seen my account statement just to find that Roblox has been charging me £4.03 every day for the last 2 weeks o.O

My son plays Roblox, but has never had access to my bank details !? Is this a scam and what action can i take due to them taking money every day without my authorization ?

Thanks

So where did Roblox get your bank details from ?

wealdroam

tinacbr750 wrote: »

Hi,

I have just seen my account statement just to find that Roblox has been charging me £4.03 every day for the last 2 weeks o.O

My son plays Roblox, but has never had access to my bank details !? Is this a scam and what action can i take due to them taking money every day without my authorization ?

Thanks

Hello Tinacbr750, welcome to the forums.

What account statement shows this £4.03 per day?
Your bank statement?

Someone has given your bank account details to them, haven't they?

Have you spoken to your son about this?

By talking to your bank you will be able to stop the money going, but that only stops the payment method.
If you, or your son on your behalf, has set up a subscription, you need to work out how to cancel it... if that's what it is.