That's just the way it is, I'm afraid. In order for Jagex to fix a problem, they need to be made aware of it. While I do not wish to sound rude, you cannot expect Jagex to know what works and what doesn't work in a game as big as RuneScape. The game has hundreds of thousands of active players, nearly three hundred million individual accounts, and a multitude of content. Sometimes things go wrong, and it's on us as players to help them help us. The same can be said for player reports and bug reports. If Jagex didn't receive these, they would find it very hard to punish rule breakers and fix issues.
Turning back to the issue at hand, I would urge you to have a little patience. I know it's frustrating, but if you have submitted a ticket through the link that I have provided, all you can do is wait. Bear in mind that it's the weekend and that Jagex has been forced to shift to a 'work from home' policy due to UK law. Therefore, it might take a little while to respond to your query.
I do hope it's resolved for you soon.
07-Feb-2021 18:09:33