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Outstanding Balance Hijacking

Quick find code: 410-411-566-66093474

CHECKMATELOL

CHECKMATELOL

Posts: 19Bronze Posts by user Forum Profile RuneMetrics Profile
A few years ago I recovered my account after a period of inactivity. It was clear that someone had been playing on my account as the password had been changed and the most recent login was earlier that day. This person then logged into an alternate account and started messaging me asking for "his" account back, even though I am the original owner and made the account in 2005. After this, a $1,600 charge appeared on my account.

I have tried to reach out to customer support many times now, for years even, but they have told me each time that there is no evidence of a third-party hijacking, which leads me to believe that they haven't done an investigation at all, as any kind of investigation would clearly reveal that I had no part in any of the transactions done during this period. The IP address of the user on the account will be different, the payment information used to make the bonds won't match my personal information, and the chat logs will very clearly reveal a conversation between me and my hacker in which he threatened to ruin my account. A week or so later my account had been disabled with an outstanding balance.

I understand that customer support is a difficult job but I am not getting any further responses and reaching out to the community is the last option I have left. I don't understand how it is not in Jagex's benefit to unban my account as I would purchase membership again, and I had no part in creating that unsettled balance whatsoever. I bet if you were to follow the movement of the in-game currency the hacker purchased on my account, you could actually ban the responsible accounts, rather than an innocent bystander.

All I want is an explanation as to why I can't get my account back. I literally had to recover my account and had a whole conversation with my hacker on an alternate account, it is totally bizarre that there is a support page dedicated to this outstanding balance hijacking yet I can't get any help being in that exact situation.

03-Apr-2019 20:18:51

Malua
May Member 2006

Malua

Posts: 30,810Sapphire Posts by user Forum Profile RuneMetrics Profile
This is a very tragic situation.

What could you have done?
At the time you were having the conversation with the other player you should have used the in-game report system.
This captures and saves a snapshot of the conversation.
Without that report, in-game chat is not saved and a piece of proof of what happened is lost.
How to report a player

What kind of internet were you using back then?
Were you using a VPN or a shared network?
When you returned to your account and found the password different, was your email still registered or had the email been changed?

"No evidence of third party hijacking" means exactly that - it does not mean there was no investigation done.

"The IP address of the user on the account will be different, the payment information used to make the bonds won't match my personal information, and the chat logs will very clearly reveal a conversation between me and my hacker in which he threatened to ruin my account"
Depending on how the hijacker accessed your RS account, the ip address might or might not show as different to Jagex.
Payment information is not checked against the account owners information at the time a payment is made. Jagex recognises that players can get others to pay their memberships (it happens quite often).
If you did not report the chat as it happened, the chat logs are long gone.
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03-Apr-2019 23:32:23

CHECKMATELOL

CHECKMATELOL

Posts: 19Bronze Posts by user Forum Profile RuneMetrics Profile
I didn't report the hacker during our conversation because I no longer viewed him as a threat. The email address that was registered to my account prior hadn't been changed, so all I had to do was recover it through email and change the password to secure my account. I certainly didn't expect to find my account disabled a few days later. I didn't know that chat logs weren't automatically saved, but the IP address difference should be enough to prove it. At the time I was located in Houston, Texas, and my internet provider was AT&T or Xfinity (made a switch at one point but don't remember exactly when).

There is little to no money whatsoever on the account, which should be more proof of my innocence. It's not like there are $1,600 worth of bonds on my account and I'm trying to get access to it, I literally just want to get my account back so I can play again. If I was indeed the person who made those charges initially why would I care about this account; I don't stand to gain anything but get access to a mediocre-leveled account. This is the first Runescape account I ever created, all the way back in 2005, so it has a lot of sentimental value to me and I would like to continue playing on it. It's really unfortunate that this has happened to me and that there is so little I can do to get my account back. I will happily provide whatever information is desired to help start an investigation.

04-Apr-2019 09:01:26

CHECKMATELOL

CHECKMATELOL

Posts: 19Bronze Posts by user Forum Profile RuneMetrics Profile
Any help would be greatly appreciated here. I can prove literally anything needed to unlock the account. I have been a loyal customer to Jagex for 14 years now, and it is ridiculous that I am being charged an absurd amount of money to regain access to my account with little to no help from support. Jagex should pursue legal action against the person who made the charges (surely they had to enter some kind of payment information when making the purchases, no?) instead of banning me from playing on my own account and demanding that I pay the amount charged. If I could have live conversation/phone interaction with someone or just any kind of correspondence at all I believe this case would be easily resolved.

05-Apr-2019 19:15:47

Malua
May Member 2006

Malua

Posts: 30,810Sapphire Posts by user Forum Profile RuneMetrics Profile
All I can do is refer you to the Settle an Unpaid Balance support page but it sounds like you have used the contact point there already and received a reply.

Billing Support have most certainly done an investigation, otherwise you would not have been replied to at all.
The issue is, the investigation has not turned up the conclusion you want.

Billing Support say there is no evidence of hijacker activity, you say your account was hijacked and the evidence should be there in the account record.

It is your word against their word.
You should read the 'Terms & Conditions' linked at the bottom of this page.

I am very sorry but I cannot advance your issue to Billing Support.
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05-Apr-2019 23:15:19

CHECKMATELOL

CHECKMATELOL

Posts: 19Bronze Posts by user Forum Profile RuneMetrics Profile
I appreciate your help, but I just want you to put yourself in my shoes for a second. My password was changed, I recovered and secured my account, logged in, had a conversation with my hacker. Logged in a couple of days later and my account was disabled due to an unsettled balance. Now I'm being told there's nothing that can be done about it as there's no evidence of a hijacking. I don't see how I'm at fault at any point in this situation. I've been a loyal paying customer to Jagex for years, I'm basically being accused of fraud because they lack oversight in cases involving hijacking.

Anyways I understand there's nothing you can do, I'll have to pursue another avenue but I don't think there are any left.

06-Apr-2019 00:15:45

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