I should expound on what the support team member said, for clarity, and add some helpful context that may not be obvious from directly answering your questions.
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There is no existing mechanism for the NNS to freeze a neuron. Nor is there a NNS proposal type to do this.
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The IC is controlled by the NNS so in theory, there could be a vote to add such a feature
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When the support team member said “You could try to submit a NNS proposal to freeze the neuron…”, he was being honest that is the only way to freeze a neuron (adding the feature via vote).
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In the history of the IC in 3 years, there has never been a similar vote and that is why the dfinity support member said “the NNS has not accepted any such proposal in the past.” They were trying to set your expectations.
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If you still wish to do this, since the ICP id decentralized, you would have to get consensus to do this. One way to do this is via the forum, social media, and even doing NNS motion proposals. Motion proposals do not change the code, but they are an existing mechanism for the community to vote on things other than code updates. Examples include getting temperature checks to see if people are interested in a feature before it gets submitted as a code update, for example.
For context, ICP has never frozen a neuron and this is very much akin to reverting back a transaction… which is very do-able in blockchain (if enough parties agree), but also very rare. Ethereum did something similar in 2016, and has not done it since.
I am very, very upset this happened to you. I would be just as frustrated and angry as you are if it had happened to me. No one is immune to these kinds of attacks as bad actors can be very sophisticated, and i hate when people are taken advantage by these bad actors.