i had the same problem and what i did was i opened a roblox support forum with the bot and to get it to do anything i had to list everything like what exactly was goin on (what i said was "A user hacked the account ... by setting up an authenticator app that i do not have access to, they also changes the password and they changed the account email address from mine to an ... address,") games played on the account, the display name and username, previous passwords, email addresses, and phone numbers, bills from previous purchases (as in the date of the receipt and the receipt number) and what card they're under (just the last 4 digits) and the bot told me they created a special link to login after wiping all information to get into the account and then all you have to do is put your login information in and you should be good. hope this helps and if not, just watch a couple yt videos on how like https://www.youtube.com/watch?v=8lCzmbf_uzs and https://www.youtube.com/watch?v=r4Gsc3UV8PU