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Steam paid, but no premier

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Gazebo
Sep Member 2012

Gazebo

Posts: 1,318 Mithril Posts by user Forum Profile RuneMetrics Profile
Last year I paid for my premier membership through steam.

Steam claims it was renewed last night and took the money from my wallet - but when I log in to RS I get the message there was a billing issue and when I log in I am on some spare days of regular membership I had left over - not premier. The in-game message center is completely empty.

This means I am suddenly 100 or so bankspaces down, which is... unpleasant.

How long does it take to update the status or should I start stalking Jagex after the weekend?
It's too late. You've awakened the gazebo.
It catches you and eats you.

25-Nov-2023 14:32:57

Gazebo
Sep Member 2012

Gazebo

Posts: 1,318 Mithril Posts by user Forum Profile RuneMetrics Profile
Malua said :
Hi there
Gazebo


It could take up to 24 hours to process.

The relevant support article is: Unsuccessful payment
You should message Steam to chase the payment up.

Well, it has been well over 24 hours and no change...
I disagree with the notion I should chase steam - they did their part.

But I guess I will have to chase both if I want to resolve it and get my bankspace and missing daily key back...
It's too late. You've awakened the gazebo.
It catches you and eats you.

26-Nov-2023 09:53:58 - Last edited on 26-Nov-2023 10:09:10 by Gazebo

Gazebo
Sep Member 2012

Gazebo

Posts: 1,318 Mithril Posts by user Forum Profile RuneMetrics Profile
Oh, how nice. When you try to submit a ticket to Jagex you get a nice form to fill out, but when you try to submit it you get a simple captcha... and every time you tick the "I am not a robot" box it reloads and gives the same page over and over again:


ARE YOU A ROBOT?
Please complete the security check to continue. This step helps us keep your account secure.
Please complete the security check to continue. This step helps us keep your account secure.
Checking your browser before accessing "secure.runescape.com".

Any solution for that?
It's too late. You've awakened the gazebo.
It catches you and eats you.

26-Nov-2023 10:06:08 - Last edited on 26-Nov-2023 10:06:35 by Gazebo

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Gazebo said :
Any solution for that? Clear your browser cache then try again.

The reason you start with Steam is because they still have your money.
If Jagex had your money, you would have been credited with the membership by now. Unsuccessful third party payments don't show up on the Jagex system.

If the payment process has failed, Steam will return the money into your Steam wallet but that isn't instantaneous. It could take several days.
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26-Nov-2023 11:03:35

Gazebo
Sep Member 2012

Gazebo

Posts: 1,318 Mithril Posts by user Forum Profile RuneMetrics Profile
Malua said :
Gazebo said :
Any solution for that? Clear your browser cache then try again.

The reason you start with Steam is because they still have your money.

Steam vehemently denies that (although their contact process is horrid) and in addition explicitly states that one should contact Jagex "since refunds are not supported for Runescape".

Conversely, the Jagex-customer service rep that handled my ticket denies that they received payment and as such they cannot help me.

So.. Steam is pointing at Jagex that cannot help, and Jagex is pointing at Steam that cannot help. With the money gone and no premier on my account. Joy.

Now to decide if I will pay for premier again and accept my loss or actually start making a fuss.
It's too late. You've awakened the gazebo.
It catches you and eats you.

01-Dec-2023 17:55:06 - Last edited on 01-Dec-2023 17:56:48 by Gazebo

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Check if the payment has been returned to you.

I don't think Steam Support has checked thoroughly enough into your problem.

I admit I am biased but I have had enough experience with Jagex Billing Support over the past 13 years to know that their payment processing system is foolproof.
If they say they haven't received the payment it means exactly that and it also means the money is still with the third party (Steam).
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01-Dec-2023 23:52:49

Gazebo
Sep Member 2012

Gazebo

Posts: 1,318 Mithril Posts by user Forum Profile RuneMetrics Profile
Malua said :
Check if the payment has been returned to you.

I don't think Steam Support has checked thoroughly enough into your problem.

I admit I am biased but I have had enough experience with Jagex Billing Support over the past 13 years to know that their payment processing system is foolproof.
If they say they haven't received the payment it means exactly that and it also means the money is still with the third party (Steam).

I partially agree - but premier being an automatically recurring subscription instead of something you renew yourself every year is new and Jagex is known to suck at beta-testing ;)

Still, bothering Steam again.
It's too late. You've awakened the gazebo.
It catches you and eats you.

02-Dec-2023 14:03:30

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