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No reaction on support ticket

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Sir Spheal

Sir Spheal

Posts: 7 Bronze Posts by user Forum Profile RuneMetrics Profile
Good afternoon,

Thursday I requested a transfer of my gold premier membership due to the mobile app freezing and crashing mid combat, making me lose HCIM status 2 days after purchase.
Ticket number is 4212770.
It's almost been a week and the ETA response time is 48 hours.
Do I need to make another ticket, has the original one gone through?
It's making me feel incredibly uncomfortable and nervous.

I hope that you can be of assistance

01-Mar-2023 11:47:53

King Spheal
Feb Member 2023

King Spheal

Posts: 8 Bronze Posts by user Forum Profile RuneMetrics Profile
Well my free membership is about to run out.
Still no reaction from Jagex.
So now I'll have to buy another month of membership even though I purchased a full year.
Will Jagex compensate me for this?
Do I have any other options if I want to keep playing?
Any insight would be much appreciated because it might take away some of this frustration.

03-Mar-2023 10:01:54

Sir Spheal

Sir Spheal

Posts: 7 Bronze Posts by user Forum Profile RuneMetrics Profile
Right, we are 2 weeks down the line and not so much as an email has been sent.
My patience is at an end. i am moving to have my bank take back the money paid on grounds of failure to provide service and deleting this account.
I'll buy my membership back on another account because honestly the customer service is seemingly nonexistent.
This shouldn't have taken more than 2 days and it is an utter disgrace that paying customers are just kept wallowing in the dark.
Chatbot, useless, forum staff has no power to take action, twitter staff, unresponsive, ticket system, gives you an automated email and that is it.
What is the excuse for this?
Is there only 1 staff member doing all the tickets?
This is a 2 decade old company, I cannot wrap my mind around this.

08-Mar-2023 18:49:09

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Have you checked the 'Messages' tab in account management? There may be a reply in there.

While claiming a refund through your bank is certainly an option, it should only be the absolute last resort.
I have no contact with Billing Support but I urge you to hold until the three week point as Jagex WILL reply and it sounds like your ticket must be very close to the front of the queue by now.
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08-Mar-2023 21:15:46

Sir Spheal

Sir Spheal

Posts: 7 Bronze Posts by user Forum Profile RuneMetrics Profile
I really held out hope.
I did. I wanted to believe.
But here we are, 3 weeks... 70€... and 180M in bonds later.
Nothing.
No email, no message, NOTHING.
Nothing against you Malua... But this is the most APPALLING customer experience I've ever been a part of.
Just a screen that says, sorry we cannot react in under 48 hours, we are busy.
It's been over 500 hours!!!

Meanwhile I am losing out on what I paid for.
This is beyond ridiculous.
Can't use my jot, artifact, my membership is just ticking away.
Meanwhile I'm just paying more and more under the premise of "someone will mail you soon"

It's emotionally draining and upsetting.
I tried the ticket system, forum, reddit, twitter, facebook, the sheer level of blatant disregard for paying customers is baffling.
Is there only 1 employee on all tickets? Are they ill? Is that why it's taking so long?
Could Jagex at least have a ticket counter showing what ticket they are working on?
Do I have to report to the UK FTC because at this point I feel like I am straight up being scammed...

I'm angry, I'm sad, I'm disappointed. And I don't know anymore.
Check my email every couple or hours, every popup of mail gives my a sliver of hope that is instantly dashed to bits.

What the hell do I need to do?!?

16-Mar-2023 03:28:29

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