Pink Poogle Toy Forum

I know that people ask questions about getting their frozen accounts back all the time. So I'm sorry to be jumping on that repetitive little bandwagon. But I've got some questions.

I'll explain everything first and then maybe someone here can give me some advice and/or insight. My husbands account was frozen on 10/28. He filled out the form and e-mailed a few people personally right away. No reply as of yet. My account, and our roommates accounts were frozen at the same time. I got a reply within hours and got my account back, but was penalized half my Np's. One of my roommates got a reply saying that his account could not be unfrozen because he cheated by creating multiple accounts. They did create multiple accounts, but it was just a misunderstanding of the rules. 3 people in my household started Neopets accounts, at the same time they created accounts that they intended to use for the guild they were starting (this is was before Neopets released the updated rules). In total 15 accounts were created within 2 days. The way I understand it, they used a different e-mail address for each account and went to the Shop of Offers on all their accounts. After one person played games on what was supposed to be their main account, all the accounts associated with my computer were frozen. Except two old accounts, one was mine and the other was my husbands, they hadn't been used for anything in ages. I don't believe that my roommates intended to break the rules, but I realize that doesn't change the fact that they did break rule. Anyway, sorry this is so long, I'll get on with the questions now.

What is the best way to contact someone at Neopets? How can my husband prove that he didn't do anything to break the rules? Someone on the Neopets message board told me that if a premium account is frozen and the person cancels their premium subscription, they will never get their account back. Is that true? My husband canceled his premium membership a few days after he was frozen, he couldn't see paying for something he couldn't use. If a person truly has not broken any rules and was frozen unjustly, are the odds generally pretty good that they will get their account back?

I'm sorry for such a lengthy first post on the forum. My husband put a lot of work into his account over the past year and we are both at our wits end trying to get things straightened out. I even thought about going to talk to someone in person, but thought it might not turn out well.

Any help or advice would be greatly appreciated. Thanks in advance.

Amber

Sorry to hear about that. I would try sending in a snail mail letter with what you wrote here, but twist it a bit so you're writing to them not the forums. Just put down as much information as possible. Maybe even a list of the accounts that were frozen, along with which person they belonged to and the email address they were under, so that it's all nice and clear.

Good luck!

Another classic example of why Neopets should stop freezing. If you never get your accounts back it will be a shame. If a year from now, you still don't have your accounts back, would you look back and think "gosh, it would have been better to just have not have it for 6 months, instead of never getting it back?"

Thanks so much for your reply. I'm going to send a snail mail letter first thing tomorrow. I would send it to their P.O Box and not to their actual address right? Is there anyone specific that I should address the letter to or is a "To whom it may concern" situation? Also, do you think it might help if I included copies of my husbands drivers license and mine? My roommates aren't interested in getting their accounts back and could care less about helping my husband get his, but it would at least prove the idenities of two of the users in my household. I'm sorry for all the questions, I just want to make sure I handle everything correctly. I feel that writing a letter is my husbands only chance and yet I'm a little unsure about what to include in the letter.

Yeah, to their PO box. I don't know who to address it too, 'to whom it may concern' sounds good. You could include your DL's, but I don't think it's necessary. I would still include the names and accounts of your roomies to clarify which account belonged to whom.

The list is a good idea. I'll definitely be adding that to the letter. Thank you for the advice.
Oh and I read you blog. I agree completely with the suspension idea rather than premanent freezing.

We got a snail mail letter sent to Neopets. Anyone else who has taken this route know how long they usually take to make some sort of response? It's been about a week and half since I got the letter in the mail and their office is only a few hours from me, so I figure they received the letter about a week ago. My husband sent in another form (he waited a month before he submitted this second one). Still haven't even gotten an automated response. Anyone have any ideas? At this point we'll try anything.
Anyone ever try to go to their office and talk to someone? My husband is desperate and considering that option.
Any and all help is appreciated.
Thanks

If he's this obsessed about it...I think it would be best for him to stay frozen.

Neopets isn't life, it's just a game. It's not worth going somewhere to get an account back. He was probablly playing an unhealthy ammount of time, and i think this is a good way to get him off of the site.

Not to sound mean though.

I tried writing a 'snail mail' letter to neopets. I never got a response or any action taken.

He's hardly obsessed. He works 70-80 hours a week and is on call 24/7. It's not exactly easy to find a simple, but continuously enjoyable hobby that you can drop at a seconds notice. I have certain restrictive disabilities that stop me from leaving the house on a regular basis, so yeah, it's easy to care about something as trivial as a game in our situation.
And besides that, it's just the principle of the whole thing. Paying for something and putting time into it, and then not having anything to show for the efforts. Neopets.com's office is in an area my husband visits frequently anyway, it's not as if anyone had the intention of driving hours out of their way on some crazed mission.
I understand you didn't intend to sound mean or rude, but considering you really don't know what you're talking about, your post wasn't exactly necessary, now was it? I don't know how you figure your comments could be taken as anything but mean. You're in no position to judge someone as obsessed or assume things about a complete stranger based on a few posts on a forum. Perhaps you spend an unhealthy amount of time voicing ungrounded opinions.
Not to sound mean though.

Thanks stampsyne for letting me know what happen in your situation. Sorry to hear that you never got any response.

..: My story begins :..

My account was stolen...I stopped playing Neopets in mid-Sept to play the new Sims expansion pack. In mid-October, due to a security hole on a non-Neo gaming site, a few of my gaming accounts were accessed. My login name for one of the sites was my Premium neomail.com address. (The site requires that your username to be an email address, so I used my Premium neomail address).
After the culprit created a bit of trouble with a few of my accounts, I was able to get the IP logs for the person and their location and everything....so, I then took the info to Neopets.

I spent 2 months trying to get my account back.
I filled out the frozen form. They would write to me the next day for more info...(info that I had already given in detail on the form, by the way)....and they never wrote back. So, 2 weeks later, I would do it all over again. And they would write back to ask for the same info and I would never hear back from them.

Finally, in one of the automated emails back from them, I saw that the header had the full names and email addresses of some of their current Tech Support staff. I sent an email to each one, addressing each one by their full name.

They unfroze my account within 24 hours.
That was yesterday.
******************************
Here are the names I used:
Kari Quanbeck- mailto:kari@neopets.com
Darcy Backes - mailto:darcy@neopets.com
Justin Jo - mailto:JustinJ@neopets.com
Amber Barett - mailto:Amber@neopets.com
Bryan Wong - mailto:Bryan@neopets.com
Andrea McColl - mailto:AndreaM@neopets.com

Note: You might also try adding "@support.neopets.com" to each of those email addresses, too. (Ex: mailto:kari@support.neopets.com, mailto:darcy@support.neopets.com)

Also, try the names listed on this page: http://www.neopets.com/aboutus.phtml

Just add @support.neopets.com to those names...you might stumble upon a few who will answer.
******************************

Also for Premium Members - this is the info I finally received when they unfroze my account:
"Your email has been forwarded to me to handle.
As a premium member, all you had to do was write to mailto:frozenaccounts@neomail.com. There is information right there on your portal on how to access it.
The account has been unfrozen with the new password: xxxxxx
Tony P."
******************************

..: How the story ends :..
After receiving the email from Tony P., I wrote back to get some extra info about my stolen pet (Karriday...sniff!) who was sitting on someone else's frozen account. I also asked why on earth it took someone 2 months to give me that all-important email address. Why didn't they tell me in the beginning that I could write to them there?

So...after sending that email, they refroze my account.
Less than 24 hours after unfreezing it.
They claimed 'profanity' was used on their web site.
Imagine my disbelief.
After they unfroze me, I sent two Neomails last night - one to my 11 year old daughter and one to my 25 year old brother.
I deleted every other Neofriend because I just wanted to keep my account as secure as possible.
There was nothing 'profane' in either of those Neomails.
I didn't even post on the boards last night.
No profanity there!

I am a 5 year veteran of Neopets.
I have never been warned for anything.
I am a 31 year old preschool teacher and I just played my Neogames, decorated my Neohome, etc, to relax.
I fought for 2 months to get my beloved 5-year account back.
There is no way on this earth I would have used any profanity on their site. It was barely unfrozen! They also told me today that they would be watching my side account very closely now. LOL - that kind of made me laugh a little. Like I'm a NeoCriminal or something.

Truthfully, I am frustrated to tears by all of this...and I have decided to wash my hands of them. They were disgusting in the way they handled this.

Just be wary when dealing with Neopets - they are not so child-friendly, adult-friendly, or customer-friendly as they claim to be.

I will tell you this, though - when they have something to say, you will get a response that very same day...I had no delay in the emails telling me that my account was unfrozen and then refrozen. I had no delay in the inquiry about the wrongful freezing of my account today...they answered within the hour. They do answer quickly if they want to get rid of you.

I have to question a place that makes it almost impossible to get any type of quality tech support. I have to question a place that treats their paying customers with severe disrespect.
I know I am not the only one who has been treated this way.

What a waste.

In any case, try those email addresses and names...maybe that will help.
Good luck.

The End.

The way they get around the paying part is by saying that you're paying for the neomail, not Neopets. So getting frozen on the Neopets site has nothing to do with paying. You pay for the neomail, and yeah, you get a few perks on Neopets, but you're not paying for Neopets apparently. As the FAQ's say, we're GUESTS.

It's just wrong that they constantly change their story on that.

I wrote to Neopets.com about the frozen account like I was supposed to and then they told me that I was supposed to write to the people at Neomail.com: mailto:frozenaccounts@neomail.com.

And, other times they told me the opposite. (I have a specific incident that happened over the summer where each side told me to contact the other...it was a complete runaround)

I am really under the impression that half the people don't know who is supposed to take care of what over there.

Thanks so much for all the information jenflower. I'm so sorry to hear about your situation. It really is just ridiculous how they handle things.

I definitely recommend Kari, if only because she was the one who helped me get my accounts back, as well as my husband's. Our issue was that we went from having separate T-1 internet connections in our first apartment, to using a cable router in our second, so they thought we were the same person (because we both continued to use our main accounts as usual). For almost a month, I sent 2-3 emails a day, using the About Us page's list of names and sticking @neopets.com on the end of them. Once we hit Kari (actually, Dale forwarded our email to him on to her), she had our accounts unfrozen the next day.

As everyone has said, try to carefully explain the situation and make it clear which accounts belong to which person, etc. Good luck with getting them back.

My husband sent an e-mail to Kari on Friday. He's also been sending e-mails to the people on the About Us page, but waiting a few days between e-mails. So now I guess all he can do is hurry up and wait.
With each e-mail he explained the situation and listed each account associated with our IP address, the owners name of each account, whether or not it was a main account, and the e-mail address the account was set up with.
We're both beginning to get really frustrated because he still has not received a reply from anyone. Still not even an automated response.
Thank you everyone from your responses here. It's really helpful to see what has happened to others. I appreciate it a lot.