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cj7116
Jun Member 2018

cj7116

Posts: 14Bronze Posts by user Forum Profile RuneMetrics Profile
I've been playing runescape on and off for about 10 years. after collecting happily collecting my membership payments, jagex drops a bomb on me. about 2 months after i canceled my membership i noticed my credit card was still being billed. Naturally i tried contacting Jagex to resolve this issue, they do not have a phone number or email address to directly contact them. To make sure i didn't forget to cancel i tried logging into a members world and low and behold, it didn't let me because my membership was in fact canceled. As to not be charged for a third month in a row for game time i did not receive, i was forced to call my credit card company, which got a hold of jagex and resolved this issue, or so i thought. I went to renew my membership yesterday, about 4 months after the incident and it said i had a negative jcoin balance and they want me to pay an additional 40 dollars for them making a mistake in the first place. All in all they inconvenienced me by making me have to deal with there non existent customer support and are now trying to extort 40 dollars from me via this jcoin thing. If i could resolve this that would be nice, if not i guess my account that i've payed hundreds of dollars in membership money will just stay locked. And one last thing, what kind of company uses twitter as the only external means of contact? this is ridiculous.

14-Mar-2017 19:24:57

Whos-Dr
Mar Gold Premier Club Member 2011

Whos-Dr

Posts: 19,833Opal Posts by user Forum Profile RuneMetrics Profile


Unrecognised Payment
Don't be shy to use the contact button, even if it doesn't seem to apply directly.

(The JCoin charge is due to the charge-back when cancelling on the bank side, which costs Jagex to refund the purchase)
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14-Mar-2017 19:45:17 - Last edited on 14-Mar-2017 19:48:15 by Whos-Dr

cj7116
Jun Member 2018

cj7116

Posts: 14Bronze Posts by user Forum Profile RuneMetrics Profile
i have sent them 3 messages, they don't do a good job responding. i've also tweeted at them and dm'd a mod on twitter, to no avail. I don't know how else i could contact them. i've also tried contacting them on the phone number listed as 01144 844 588 6690 but that is out of service as well. if you know of any other forms of contact i could use please let me know.

14-Mar-2017 20:00:18

cj7116
Jun Member 2018

cj7116

Posts: 14Bronze Posts by user Forum Profile RuneMetrics Profile
in the unrecognized payment link you sent me it states "If you continue to experience issues making payments contact your bank for further support" but doing so results in a fee?

14-Mar-2017 20:17:29

Whos-Dr
Mar Gold Premier Club Member 2011

Whos-Dr

Posts: 19,833Opal Posts by user Forum Profile RuneMetrics Profile
Yeah the page is more about if you don't have a RuneScape account, but there wasn't anything directly related to your issue.

Jagex wouldn't turn down assisting for the wrong category (though it might add a little more delay).

It can take 12-72 hours for a response though, which will via the Message Centre under Account


I'm also moving this to the Payment Support forum section - as we do have a Support Centre. :)
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14-Mar-2017 20:30:49 - Last edited on 14-Mar-2017 20:31:37 by Whos-Dr

cj7116
Jun Member 2018

cj7116

Posts: 14Bronze Posts by user Forum Profile RuneMetrics Profile
thank you, i will wait. also since you seem to be the only one responding, i tried logging into another account of mine and it says i need to set a display name but when i go to set one it says that its not available. any ideas? do i have to become a member to set a display name to play?

14-Mar-2017 20:39:44

Whos-Dr
Mar Gold Premier Club Member 2011

Whos-Dr

Posts: 19,833Opal Posts by user Forum Profile RuneMetrics Profile
As of the recent cleanup, many names attached to accounts were stripped and freed up.
Sadly this means names that're highly sought after, enough that they would be snagged only to be sold.

To help stem this, those names taken are only available to member accounts with 250+ total level.

You should be fine to pick a name outside of those though - it might just take a few tries to find one you like. :)
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14-Mar-2017 20:43:20

cj7116
Jun Member 2018

cj7116

Posts: 14Bronze Posts by user Forum Profile RuneMetrics Profile
The specific payment/s in question here are the following:
08 Aug 2016 (1 Month Member Subscription)
05 Sep 2016 (1 Month Member Subscription)

That is what I got from a message from mod cam. Not only do I feel slighted by this, I also feel that it's bad business to withold my account, which I have paid for time and time again for the sole reason that Jaxex made a mistake. I would like my account back and I would like an apology for the major inconvenience.

15-Mar-2017 02:24:36 - Last edited on 15-Mar-2017 02:26:53 by cj7116

Finance
Apr Gold Premier Club Member 2012

Finance

Posts: 55,642Emerald Posts by user Forum Profile RuneMetrics Profile
Are you saying that you never made those payments? If so, respond to the JMod and say that.

If you did actually make those payments, then you owe the money back to Jagex if you called up your credit card company to dispute them after the fact. This is because your credit card refunded you the money. So, by repaying the negative credit, you are repaying money you previously promised to pay Jagex for membership (plus some processing fees to handle chargebacks).
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15-Mar-2017 04:41:29

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