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Oh, my heart breaks for you. I don't understand how you could have gotten frozen for scamming people if you couldn't access neomail. And, your daughters must be devastated.
Both my husband's and daughter's accounts were frozen for nothing that they did wrong. And, both were successfully unfrozen within a week of writing Neopets about it. I wrote the letter on behalf of my daughter and helped my husband write his letter. His was sent to the corporate address; hers was emailed to a staff member.
Here are a few tips that hopefully will help:
First, the key to writing the letter is that you really only get one shot at it--so it has to be as good as it can--and you have to argue your case--like an innocent defendant in a jury trial. You didn't commit the crime and you have to somehow get that across to the staff member who reads your letter. If you really want your account back, treat the letter as you would a work-related project. It has to be clear, concise, persuasive, logical.
Next, make sure you are sincere and humble. Even though you did nothing wrong, don't be angry in your letter. You catch more flies with honey than with vinegar. Realize that these staff members are overworked, underloved, and often the target of angry people. Ask them if they would please review the circumstances surrounding the freezing of your account.
Then, explain exactly what happened. The staff member reading your letter knows that you were frozen for "allegedly" scamming people out of neopoints, but doesn't know the circumstances. Give the date it occurred and give a synopsis of what happened on your account for the 24 hours before you were frozen. Trades, games played, anything you can remember.
Next, you need to realize that the staff member doesn't know anything about you. They don't know whether you are some nasty, evil person or a caring, responsible player. So, you need to write something that portrays you and your family as real people. When my daughter and husband's accounts were frozen, we gave our credentials--our profession, our ages, our address, phone number, employer's name--anything that showed that we were real people in the world--people who were responsible and wouldn't cheat at a game. For my daughter, I listed her school and grade, the fact that she was a honor student and in the local ballet company--also to show that she was a responsible kid who would not cheat. And also to show that if we were willing to give such personal information, they could check us out if they wanted and that we had nothing to hide. You might want to do the same. List that you are a parent who plays Neopets with your daughters. Give names, ages, etc.
Then be sure to explain why you would never cheat. Point out the fact that you have had the account for X of years, have Y number of neopoints (and anything else valuable--painted pet, battledome items), and would never risk all of that to cheat. And, be sure to state that you follow the rules. And, explain that you really thought that you were following the rules and really think you did nothing to deserve your account getting frozen. And, that if you did anything that was against the rules, you were not aware of it and apologize for doing so.
Next, you need to explain how what they allege (scamming people out of neopoints) couldn't possibly happen because you are on an under-age 13 account without access to neomail and posts on trades and in your shop--for the sole purpose of protecting your daughters at their young age..
Then end it with a sincere request that they review the circumstances surrounding the freezing of the accounts and that they please unfreeze the account. Thank them for their time.
I suggest that you fill out the automated form, but there is no way you can get everything you might need to say in that little bitty form. So, rather than wait for a response (which may, or may not, come), you should also send a letter, via the postal system, to the support department at Neopets corporate headquarters.
I would also suggest emailing staff members, but it appears that many of them have blocked incoming emails. However, you mentioned someone who helped you with a support issue in the past. I suggest writing that person and asking them to review your unwarranted freezing.
And, don’t just send it once and wait to see what happens. HollyPop got her account back after writing Neopets every day. Sending follow-up letters shows that your account is important to you and that you really want it back.
I wish you the best of luck. And, please let me know if I can be of any help, OK?
Tested made this fabulous set for me!!! Isn't it great?
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