Need Help!

[superdavida]

I am so frustrated and have run out of ideas. my son and i both have a neopets account. mine primarily because i wish to keep a eye on him as he is only 11. neopets froze both accounts after 4 years claiming that my son has more than 1 account. i have emailed and politely explained that one is my adult account and one is his child account. the activity on each account is also appropriate to the age of the player and i have asked nicley to unfreeze us but they just dont bother to respond. this occurred right after the whole bank fiasco duping thing but i know for a fact that neither of us got accidentally duped or anything because as soon as we heard about it on the boards we closed the shop and everything and did nothing on the site so we wouldnt get caught up in the dupng thing. after 4 years, my son has no desire to start over. he was having fun playing in the altador cup but doesnt want to go thru the hassle of starting all over. any way to get a more positive response from neopets? they didnt seem to have a problem with us having 2 accounts in the family last year when we were paying for premium but now that we arent paying anymore its like we dont exist.
davida

[Siouxper]

Well, if you weren't using multiple accounts on the same computer, you should continue contacting them, although don't overdo it. Persistence will hopefully pay off in the end. Good luck

[superdavida]

we do use the same computers but it isnt like neopets hasnt known this for a long time. we used to pay for premium for the accounts and it came off the same credit card. the premium folks were totally ok with the family having 2 different accounts, one for the adult (myself) and a seperate one for the child (my son). they both show correct ages and his account even has faxed permissions on file at neopets. the acounts have existed for 4 years. its just really crazy that now, out of the blue they have accused my son of having multiple accounts. i have written 3 letters so far spaced about a week apart, asking very nicely to please unfreeze the accounts and clarifying that the one account is my sons and the other is mine. it is pretty easy to verify from the permissions and the old premium payments so its not like this isnt traceable but they just never respond at all. at this point it seems that their response is just ignore us. has anyone else ever run into this? some days it seems like the neopets staff is very user-unfriendly.
davida

[Erin]

They're not ignoring you. They receive a LOT of support requests every day, it may be awhile before they get to yours.

[Q]

There's one reason I appreciate Premium - the separate frozen and report forms that get looked at by selected staff. That pile has got to be huge, but still far smaller than the general pool they have to sift through.

TNT can make errors and if you keep after them eventually you'll get your account back by being direct, clear, and polite. Even if you've done something wrong and apologize they'll sometimes return an account. Unfortunately if you've done anything like pop onto your kid's account when there's a Tarla alert or something, you're most likely out of luck.

[superdavida]

so how long do you think it might be? it has been 3 weeks already. surely they should have been able to respond by now? 3 weeks is a very long time to an 11 year old. he just nicely says everyday, mom have they unfrozen my account yet?
thanks
davida
ps we have more than one computer on our dsl and the dsl actually was allowing both of us to be online at the same time. he could play on his account at the same time i could be on mine, so wouldnt that also show two different people playing on two different accounts?

[MarchingDuck]

Usually they get back to be within 3 or 4 days. I can give you the email of one of their account helpers if you want. She was very helpful to me when my password was lost with time.

[Nekopan]

A similar thing happened to me a couple years ago. I have had my account for quite a few years and my sister made an account, using the same computer. We were both fine for a while, but one day I went to log on and it said I was frozen. I'm not sure if they gave me a reason when I tried to log in, or if I emailed to ask why. It was the multiple main account reason, whatever the case. I sent them an email explaining the situation, and got no response. I just gave up on Neopets for a few months. When I eventually went back, my account was back as if nothing had ever happened to it. Although I was kind of annoyed that I was never informed my account was unfrozen, or perhaps given an apology for the misunderstanding, I was happy to have it back.

What I mean to by this anecdote is, don't give up because there's still hope.

[Siouxper]

This makes me glad no one else in my family plays Neo, because I would probably already be frozen for two main accounts (we'd both be on a lot each day, doing dailies, games, RSing, etc.)

Sorry about what happened, but hopefully you can get unfrozen soon.