Jagex
Reviews and Complaints

3 years ago my account was hijacked and banned for macroing (not even sure what it is) I successfully appealed the ban and got my account back.

Last week the exact same instance has happened and they will not give me mu account back I have spent alot of time on this account and think it is ridiculous how I am being treated for doing nothing wrong

Ticket, tweets, appeals, customer service. This company will ghost and ignore you without actually reading. I hope you are settled in to read a long one, because I am passionate about almost 40 years of combined account age between me and my wife and how I cannot get 30 minutes with a real person to properly check chat logs and be attentive to my issue. My account was banned, wife's account is fine thankfully. I literally received 10m from a clanmate and then quite a bit of wealth from my wife when I returned to the game. Both of these situations have extensive chat logs between us and audit trail to show that I personally broke zero rules.

Story below...

Short version, Jagex should sincerely check the chat logs before banning folks for certain things. I came back to the game recently and got invited to a clan, had a clan member gift me 10m coins to get me going, and my partner who I have played games with for 2 decades together from the same IP address logged in and gave me her wealth. This includes almost 20 years of us playing Runescape off and on always from the same IP address.

But here I sit, thousands of hours, treasure keys, promotions, membership dues, hardware purchases over the years including a recent $800 tablet, and I sit without my account, all of our combined wealth is inaccessible, and an account that I have owned for about 50% of my literal existence has been unfairly taken from me with no option to speak to a real person, no way to advocate for an actual review, no way to reach support (they ignore you completely), and trying to figure out what legal recourse there may be to get an unbiased and fair 3rd party review or accountability for a company that just simply doesn't care.

Played off and on for about 2 decades with my partner. I decide to start playing again recently, paid for a year of Premier Club membership, bought a new Samsung tablet to play on while bedridden from a surgery and for the recovery period. My partner, on the same IP address (and someone I have played with online for 2 decades), asked me to log in the night I got home from surgery. Traded me all of her account's wealth, with her having no intention of playing Runescape ever again. I woke up the next morning falsely banned for RWT (Real World Trading as I have learned about it). The best part, they hit me with this but my partner's account is still fine.

I appealed, it was denied. I tweeted @JagexSupport multiple times and was ignored. I tried all the reddit tricks I could find. I opened a billing support ticket and received a canned response that has nothing to do with what happened from Mod Quill stating basically that regardless of who breaks the rules on the account, it's the owner's responsibility to secure it. Further, he states that any further contact with the ticket support system will result in them intentionally ignoring me and not responding.

I fully agree with that stance of course, but it is 0% applicable to my situation as I was personally logged into my account, my wife was logged into hers, and she asked me to log in so that she could trade me her stuff.

3/25/2022

After using the same username for several years, I was not allowed to login today because my username was removed. No notification. No reasoning. No explanation. No way to contact Jagex.

This company prides itself in hiding how a paying customer can contact them. It cannot even be horrible support because they hide any way to contact them. It is NO support.

Mod Katie has a number of alts that they use to harrass players and crash.
Katie GIM, Adam Gim, Zetharius.
Can jagex actually look into these players' behaviour? I would expect player mods to behave properly, even if a regular play crashed by accident.
The desired outcome should be to demote Katie and temporarily ban the other accounts. They power trip and harrass paying customers.

I have never seen a more abusive company, particularly a gaming company that is dealing with children and adults alike. The unmitigated gall that these people have in putting up a failed automated system to do their job for them is unfathomable. But, it isn't useful for many of the functions it's supposed to provide. I can have 6 months of Paypal transaction IDs and Payments to Jagex, none of my email or mail address, phone number, none of my contact information has changed in the 20 years I've had an account with them, but I cannot pass the recovery system to recover my account. But, the fact that they won't even provide the basic decency to dignify their customers with the ability to communicate with them by chat, email, or in any other way makes them the epitome of narcissism, arrogance and hate. You should see the Jagex logo in the dictionary when describing these words. Another comes to mind is failure as people. The reason we're on this earth is to help each other, not for ourselves. Everything is numbers for these people and they've proven that they are no friend of gamers or the gaming community. They just wanted to tap in and suck off of it without being involved. Now, they're dumbing down the game to go after our children. I've invested in and lost hundreds of dollars when they stopped supporting customers and went full automated. These people don't deserve fame and likely will never really obtain it because fame is based on greatness, not greed.

Good morning,

Its probably easier to post my email exchange rather than describe the problem all over again, jagex costumer service is pretty bad, my 5 day reply was a 3 week reply, and only after more emails from me, and then silence, vacuum, its a business that its all about money and profits, zero costumer care or service, i have been using this service for over 16 years, it makes no sense to me, that the one time i need them to make something right for me, i get silence and ignoring, who knows if they even investigated anything, if they did, they would have done something

---- Emails below ---- (start at bottom)

Good morning,

How does a bug abuser get away with this behaviour, better yet, how does jagex does not protect its players?

By acting this way, you, jagex, are promoting RWT, people who exploit your bugs get away lightly, sell the items for IRL cash, unpunished, and other people, like me, who lose their life's work game related, will look for other ways to make it right, such as gambling or worse,

I don't agree with your decision, so I would like to know, which entity is the regulator of games and such In the uk, there is an entity which people cant contact I guess, if they don't think your decision is in their best interest, the game is dead when you allow bug abusers to destroy players who have acted right during 16 years of gameplay

From: Jagex Support
Sent: 8 November de 2021 10:28
To: ME
Assunto: [Jagex #3507265] Re: FW: [Jagex #3479250] Re: Lost item

##- Please type your reply above this line -##
Your request (3507265) has been updated. To add additional comments, reply to this email.
If your issue was solved, let us know how we did by answering one simple question:
How would you rate the support you received?
Good, I'm satisfied
Bad, I'm unsatisfied
Mod Eliseu (RuneScape)
8 Nov 2021, 10:28 UTC
Hi,

Thanks for contacting us about your recent item loss.

After an intensive investigation of your account history, we've been unable to verify your claim for the loss of items you've mentioned.

We've thoroughly reviewed trades, drops, and other account behaviour and there is no evidence to suggest that any valid items were lost outside of intended game mechanics. As described in our lost items policy, we're only able to return eligible items that have been lost due to a recognised service disruption or confirmed bug.

I understand this isn't the news you were hoping for and how frustrating this could be, however please be aware that this decision has not been made lightly and is final.

We hope you understand and wish you all the best on your future adventures.

For help with any other issues, check out our Support Centre.

Thanks,
Mod Eliseu
Jagex Support

8 Nov 2021, 09:24 UTC
This is a follow-up to your previous request #3479250 "Lost item"
Dear Jagex Support,
Its now been 3 weeks since I've been bug abused, and I am very disappointed in you, it is disrespectful not to even provide me with an answer, I mean, I have used your services for nearly two decades, probably spent hundreds or thousands of € to support the game and enjoy the game, and I feel that not only there is no protection for cases like me, that you could have corrected instantly and remove the partyhat from the bug abuser and make it right for me, but also you don't care or even reply, it makes me very sad
Are you ever going to help me? For you its just another item someone lost, for me was all I had in the game, my reward for actively playing over nearly 20 years
Best Regards,
Sent by Windows
From: Me
Sent: 27 de October de 2021 10:19
To: Jagex Support
Subject: RE: [Jagex #3479250] Re: Lost item
Dear Mod Tomasz
Hope you didn't forget about me, I've been out of the game since this happened hoping for a resolution that its fair, so I don't have to quit after 15 years, my friends have been trying to help me even though I did not ask, they tracked down my partyhat and sent me some prints about the bug abusers making fun and sharing in social media what happened to me
Can you please help me? This is really unfair, and its taking a toll on my irl
I don't think I've ever asked anyone for help regarding anything in the game, or even in game, I do my own thing and just enjoy it, but after this there's not much to enjoy, I'm so sorry for contacting again
Obrigado,
Sent by Windows
From: Jagex Support
Sent: 18 October de 2021 13:05
To: Me
Subject: [Jagex #3479250] Re: Lost item
##- Please type your reply above this line -##
Mod Tomasz (RuneScape)
18 Oct 2021, 12:04 UTC
Hi,
Thanks for contacting us about your recent item loss.
We're happy to let you know we're in the process of reviewing your claim.
Please bear in mind that it might not always be possible to return all, some, or any items depending on the situation, but rest assured we will investigate your claim thoroughly and let you know our decision within the next 5 working days.
For help with any other issues, check out our Support Centre
Thanks,
Mod Tomasz
Jagex Support

18 Oct 2021, 11:38 UTC
Hi Jagex Support,
Today I was taken advantage off by a bug abuser who visually appeared to be in the safe zone of the wilderness wall. The player "Merethelis" and friend "runefam" performed a visual glitch where they appear to be inside the safe zone and trade you. When I accepted the trade I was dragged into the wilderness and killed, losing my white partyhat in the process.
I have been playing for the past 15 years throughout my childhood and as a young adult, I don't gamble at the duel arena or break any rules. I've worked very hard for what I have in this game and it is horrible to think someone who exploits a glitch has stripped that away from me.
Could you please look into this and help me? This needs to be fixed and reported widely in forums and social media so more people don't fall victim to this exploit.
Kind regards,
This email is a service from RuneScape. Delivered by Zendesk

My email was leaked by jagex, I was sent a fake email offering a pet.
It wasn't flagged as spam, and came directly to my inbox.
There wasn't any warning given by jagex about said leak, or fake emails.

I clicked the link and lost all of my valuable items on my account, after years of accumulating them, and paying for membership to build up my account.

I contacted support several times and never got assistance, I was also told because it wasn't within the 48 hours that it happened that they weren't going to help, I stopped playing for 2 years over this issue and refusal to provide support.

I was able to get in contact with support recently, and they acted like they were willing to help, then basically told me to kick rocks.
I was also told the people who took my items were punished and accounts were banned, yet I recently started playing again even though support failed me, and someone is selling all of my collection in the grand exchange.
It's not just a random person who had these items and are selling them, because nobody else did, I held the market for this certain item. I had hundreds of thousands of these equally hundreds of millions of gp. I can see they're trying to dump those items i've collected for years, for whatever they can sell them at without a care of losing anything because for them it's all profit.

So the person or persons responsible for this wasn't punished.
I wasn't provided support on resolving this issue, even though it was at no fault of mine, I don't give out my information to any random sites. Including username, passwords, emails. Nothing was leaked by me, no other service I use with that email has any affiliation with runescape or jagex.

The only leak was from jagex itself, could have even been internal (your own support team stealing items) on your end, as it's happened before. I asked for this to be looked into, and nothing was done. I don't believe what i've asked for was too much at all, the people punished and my account restored.

It doesn't seem too difficult to check the database and find out who has my hundreds of thousands of the mentioned quest item, and check their trade history to see they took my items.

Nor is it much to ask to have my items restored to before this incident.
I would have never seen the email, had it not been leaked by jagex to someone who obviously knew I played runescape and might click a link.
I always double or triple check emails like this, it looked legit 100% came from a jagex named email and everything..
I offered to screenshot all of this info and send it to your support team, and again wasn't even acknowledged.

Have contacted them multiple times, followed instructions and have had all appeals instantaneously rejected. I simply forgot my password. Their website is almost unusable and I get generic responses from their social media "support" team, who have now entirely stopped communicating with me without any resolution.
They keep taking money from me despite me not being able to access my account. All I want is access to this account.

I have tried several times to get my account recovered. I just made the account this month. After providing them with billing information for the membership, account email which is original for making the account, and first passwords. I am being denied every time. It's terrible I can't reach anyone to track the payment history. I attached picture of my billing confirmation. If my account is not recovered I will have to contact a lawyer.

Jagex claim to be able to detect botting client software and base their bans off of that, I just found out that is an outright LIE, they have just banned my lvl 85 mining skiller account because, well... he was mining (LIKE DUHHH) It's a Mining skiller, it only exist for mining, Plus I was logged into runelite, not a botting client, absolutely P'SED OFF! Stay away from there game, They are the devil!

Have had my account for 15-17 years. Started playing again after about a 10 year layoff. My account was started over completely. Started from scratch ON MOBILE. Didn't play for about 3 months. Came back to my account being suspended and saying I need to pay a $380 fee plus being banned for macroing? I didn't even know what that was so I had to look it up. I've never botted. Don't even know if that's possibly through mobile. This company is Ok taking peoples money then shafting them.

Customer Service is practically none existent with Jagex. There is currently no way to speak directly to a support agent with Jagex. From what I gathered, their Customer Support team didn't know how to manage their workload, so they just turned it off and forced their users through a knowledge base and a poorly designed service catalog.

My issue: I stopped playing RS3 around the end of June 2020. I decided to pick it back up in April of 2021, but found out my account had been both hijacked and subsequently banned for botting in OSCR, which I had never even played before. I recovered my account, disabled the authenticator that was placed on it, and attempted to appeal the ban on the grounds that my account was hijacked.

The response I received was that there was no evidence of hijacking, so the ban stays.

What I would like is to speak directly with a support agent to request they look directly at the access logs of my account, and compare the IP/Login Location on my account between the various machines that accessed it. Whoever was using it between July 2020 - April 2021 was not me, the owner of the account, and the location data alone on that should validate that claim.

one of the reason a lot of older play from the early 2000's played like RUNESCAPE was that you did not have to do stuff you where not enjoy doing.
Most of my friends do not like doing quest. or story plot line just like do are favorite skill and leveling up. but to my unblievable shock today when i went to add stuff to my metal bank i now must do i quest to do so. my new account i working on never had to do this before i plan not to ever waste my time on quest or story plot line just skill away. i look but find no notice of this change or post explaining the change or need for it. just another sign that you no longer care about your core base player that play for years now

Account sharing is that not a rule u are not aloud to account share then why are u letting this guy into a tournament when he is account sharing it's not fair for the osrs community the people who are out here trying to get there levels up them selfs putting in time a work for you to let oda into this tournament his a fraud an a cheat has done nothing himself witch I thought was against your rules !

Hi There,

I received an email from James L. to download Telegram and contact Emma Russell to follow the next steps for the interview.
Please advise that you have received my complaint and advise next steps.

I have since read that there were other issues of scams regarding Telegram and the Jagex company.

Thanks,
Liz Stanaitis
[protected]
Liz.[protected]@gmail.com

On the 18th June 21 my account was stolen while I was playing. They'd gained access to my email somehow and disabled my authenticator etc, no idea how as I was AFK at the time playing Xbox and I hadn't typed my email password out for about 5 months since it was saved on my pc.

Anyway fast forward 5 weeks, 5 recovery attempts using 2 different emails with different providers, constant back and forth with @JagexSupport on twitter with about 8 different people sending me the same links over and over again, I am yet to recieve any response at all. I've done everything they have asked, checked the junk box, added their email addresses to my account but I am simply recieving no response at all when their own ETA is 24 hours.

I am beyond disgusted with their service, I've been playing 16 years, spent money on membership, bonds, keys and most recently merchandise and they could not care less, they've even ignored me for the past 2 days on twitter while happily responding to someone else. I was asked for my character name on there 9 days ago but do you think I've heard back? Have I heck.

I had my account hacked back in mid June, over 4 weeks later and 4 different account recovery attempts which are meant to be responded to within 24 hours I am yet to get a response. I've tried using different email addresses with different providers as per their twitter advice but still no response. Their twitter support is ran by about 10 different people so they all just send you the same [censored]ty links telling you to check your spam, I had one guy ask for my character name 5 days ago to look into me and have heard nothing since, their messenger support is just a bot with the sole purpose of sending you the same [censored]ty links and wind you up. I've been playing the game 16 years putting countless amounts of hours and money into it and they could not care less, even spent money in the merch store really, terrible terrible customer service and I want my account back.

06-Jul-2021
Account temporarily banned for macroing in RuneScape. Our macro detection system has been monitoring your account closely and has detected that you are using illegal 3rd party software which violates the rules of the game and breaches your terms of service with Jagex.

I don't bot/macro. I play on windows/mobile.
This happened 2 weeks after I purchased a 1yr membership and (3) 3month memberships for my wife and 2 sons. My ban was only temporary but completely unjust. Obviously because I purchased a 1yr membership, Jagex thinks they can take my money and get away with banning me. I contacted my bank and was issued a complete refund for myself and the 3 other memberships. This is unacceptable and I refuse to allow this to be taken advantage of. Even though it was just temporary I cannot be sure it won't happen again in the future. This is why I revoked authorization for any and all purchases, past and future from Jagex. Jagex lost 4 customers with their actions. Obviously all accounts are now locked due to unpaid balances. If you ever want us to return to this game please unlock our accounts. I understand I'm asking to return our accounts even with unpaid balances but due to the circumstances this is the least you can do for the inconvenience you have bestowed upon me. I believe this is even more unlikely because I will probably never be a paying customer again. However if I do decide to play again in the future I know not to prepay for more than 1month at a time.

Jagex customer support is literally non existent. You have 0 actual way of ever talking to a human being and will only be in contact with automated responses in regards to everything. No support to email, no live chat, no number to call, nothing. Just automated emails. It is insane how in 2021 that you provide ZERO way for players to get into contact with you in order to resolve issues

I keep getting the error message of too many log in attempts when I haven't even logged in for hours! Jagex and runescape websites are absolutely zero help. Fix the damn problem or get sued! This happened both yesterday and today. My account is j2caine45. I had at last count over 78 days of membership available and have been a customer for over 10 years. Quit jerking me around and be better about being responsive to your customers. You guys act like a bunch of jerks by not even making it possible to communicate with you in a reasonable manner. If you really understand what real customer service is you can contact me at [protected]@mchsi.com. But I suspect you cowardly spineless wimps don't have the courage!