I was cookie grabbed. The "hacker" or the person who cookie grabbed me got a hold of my password, and my PIN number. I have been playing Neopets for eight years, and I would never give out my PIN number, let alone my password to anyone! I sent in a complaint for a stolen account, which was then redirected to "lost password/retrieval" which was NOT the problem. I emailed them back saying that I did not lose my password, that my account was hacked, so then I got another email saying to fill out yet another form. I kept going around in circles all day!! After cookie grabbing me, changing my password the "hacker" went on the Neoboards, scammed people and wrote all kinds of obscene things (which of course is NOT allowed on Neo). Needless to say, my account was frozen.
I was so angry. I kept sending in those forms that they ask you to fill out, with all the information that I could possibly provide to prove that it was my account, and to prove that it was not me who did these things. I sent one each and every week. I also kept getting autobot responses saying that they were "investigating" the problem, and there was no guarantee that I would get my account back. So, I created another account, as I thought I had lost my main account forever. Finally after over two months of waiting, I got a REAL response from Heidi M. She was very curteous and gave me my account back. I was thrilled!
I don't think that TNT is all that bad, there are millions of people playing Neopets, and very little staff. I think that Neopets customer service could be much better, and that they should hire more staff to handle complaints in a more timely fashion. I think a lot of people forget that Neopets is a corporation like any other, and with all big corporations there are bound to be some defects, especially in the customer service department!
Also, I wouldn't bother writing asking them for an apology. They will not apologize to you. You may not like what I am about to say, but you have to grovel. There is nothing else you can do. Threating letters will get you nowhere with these people, asking them what you did wrong generally can get you a response as long as you are civil, but may not get your account unfrozen. If you really want your account back, apologize to THEM. I don't really think that they freeze people's accounts just for the fun of it. Perhaps you did something wrong without really knowing it? The rules are extremely strict on Neopets...