Roblox complaint: Pets stolen

My complaint:

My daughter had all her good pets stolen from her account. I emailed roblox and they answered back straight away they asked for proof of purchase of robucks which I sent and a screenshot of who took her pets which we sent them. They sent back loads of emails about how to change password which we had already done but told us they can’t see her account was compromised. I don’t think this is good enough as it’s a game for kids which costs money to get these good pets and she had put in a lot of hard work to it. She was very careful with her password as she was scammed a few months back which she reported and nothing was done about this

Suggested solution:

They should be able to trace hacker and give back what was carried.