Pink Poogle Toy Forum

Being frozen would be so.... crap.

I feel sorry for you Mokona, and all I can say is to send in a letter or something to TNT soon, because they may delay it so much that your account will be stuck in a permanant limbo.

I believe the limit is 1 year.

Oh, Mokona, my heart breaks for you. To win your 30th art trophy and then have this happen. Arrgh.

Like Mari had said, 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.

Here are a few tips I have 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 school essay or project. It has to be clear, concise, persuasive, logical. All of the things you would do to get a good grade on a school assignment should be done in this letter as well.

Next, make sure you are sincere and humble. Even though you did nothing wrong, don't be smart-alecky or 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 having supposedly earned neopoints on multiple accounts, but doesn't know the circumstances. Give the date it occurred and the fact that not only was your account frozen, but so were those of your siblings. State that you are writing on behalf of your siblings. List each of your family members and their respective accounts. Try to give a synopsis of what happened on your account and your siblings’ accounts for the 24 hours before you were frozen. In other words, if items were sent to various accounts, point that out.

Then give a theory about why they think you might have cheated. Suggest that perhaps they thought you owned all of the accounts, when actually each account is owned by a different family member. Then go on to say that you realize that their system isn't perfect and mistakes are made, but you didn't cheat, wouldn't cheat, and would really like your account back. My husband had been frozen for "cheating at flash games" two years ago and used this argument rather successfully to get his account back.

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 each kid in the house who plays: name, age, etc. Maybe, if it is OK with your parents, send a picture of all of you together or send photocopies of something to show that there is more than one person in the house playing Neo--like copies of each kid's report card or library card. Something that shows that there is more than one kid playing Neo in your house.

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), just got your 30th art trophy and would never risk all of that to cheat. Do the same for each of your siblings. And, be sure to state that you, and each of your siblings, follows the rules. Only one account per kid is used to get neopoints. 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.

Then end it with a sincere request that they review the circumstances surrounding the freezing of the accounts and that they please unfreeze the accounts. 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, there might be a way. Have you ever written Neopets about anything and gotten an email back from a support person? If so, you will see that the email says “If you have any other questions, don't forget to include the entire text of this e-mail with your username clearly at the top. This will help me better address your situation.” So, you could try getting your message to that staff person by responding to their email. Something like: “Dear X. You recently helped me with a support question. My account was recently frozen and I was hoping that, since you had helped me in the past, you could help me again, etc.”

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?

Morning Star: Wow, thanks for that very detailed response! I shall try everything it says there and see if I can get it back... I also have exams coming at me till the end of June, so I'm not sure when I'll have the time to write out a detailed letter... Plus I live in NZ, it'll take like 2 weeks for the letter to get to US I think.

I'll go study now, big to everyone who cared I really want my account back so I have a reason to stay at PPT again...Right now I don't think I deserve to be here with no account

EDIT: btw Morning Star, did you hand write your letter? Or is it better to type it so it's neat?

Mokona, I just hate seeing anyone unfairly frozen. And, so, I have to help if I can. I will never forget wiping the tears off of my daughter's face when she was frozen for giving away Christmas gifts on the chat boards. I got so mad at Neopets, that I sat down and wrote a letter to them. And, her account was unfrozen one day later. So, something in that letter must have worked. And, if it worked for us, perhaps it will work for you as well.

Regarding your questions, I typed my letter. I believe that it looks more professional that way. I guess it would depend on how neat your handwriting is--mine is horrible.

And, Mokona, one more thing. Don't ever think that you don't "deserve" to be on PPT just because you don't have access to your account right now. Of course, you deserve to be here. And, I know that everyone else in this PPT "family" would agree.

One suggestion, if you have the chance right now, is to jot notes down about your account and your sibling's accounts. Pets, valuables, approximate nps on them. And what occurred during the few days prior to the freezings. That way you won't be scratching your head trying to remember details when you finally have the time to write the letter.

I hope everything goes well with your exams and with getting your account back.

Oh no! Mokona, I'm so sorry. *hugs you* Thats REALLY got to stink! I can't offer any better adivce then what people already have, but I do express my condolences.

I really feel for you mokona, I can only imagine that you sat down and cried. If there is anything you need just contact me here or on NP with your other account. My username on NP is atjj.

Lisa

Thank you Lisa, I didn't actually cry over it actually, it was too overwhelming
at the time to have any response other than staring at thin air and later on I got my acts together with the help on this forum. I hope to get the letter sent by the end of this week, before I start my exams next week


*fingers crossed it's not too late*