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Gold Package bought in Nov 21

Quick find code: 410-411-465-66252893

MsCaroline
Nov Member 2005

MsCaroline

Posts: 1,459 Mithril Posts by user Forum Profile RuneMetrics Profile
Bought the gold package as stated above in Nov 2021, and was also charged $5.99 monthly charge on April 3 2022. Followed the instructions to "Contact US" and chose double payment subject. Wouldn't let me explain this.

Suggestions?

11-May-2022 00:54:41

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
MsCaroline


The support page to start on is the Unknown transaction page.

Is that where you started?
How long have you waited for a reply?

It will take Billing Support up to 48 hours to reply.
They check the payment history pretty thoroughly before replying so should pick up on the issue even if you have been unable to fully explain in your message.

Please read the troubleshooting points on the Unknown transaction page to check for any other reasons why there might have been a charge in April.

If you have waited more than 48 hours without receiving a reply post back.
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11-May-2022 14:24:47

MsCaroline
Nov Member 2005

MsCaroline

Posts: 1,459 Mithril Posts by user Forum Profile RuneMetrics Profile
Hi Malua thanks for your help. I'll give it a try. I had run out of patience trying to deal with it so not sure where I was in the system.

I've been a continuous payer since 2005 and have bought the gold packages for the last several years, no idea why this happened. I should also mention that when I checked my credit card history, there were several .05 cent charges as well over the past several months.

I'll report back. Again Thank you!

11-May-2022 15:15:55

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
MsCaroline said :
I should also mention that when I checked my credit card history, there were several .05 cent charges as well over the past several months. Do you recognise the source of those charges or know of a reason why they have been done?
Usually a charge like that is expected.
It might be worth contacting your card provider to ask about them.

If a hijacker gets into a players account, they can't see the linked credit card number.
If the player has left the 'remember my card' box ticked, a hijacker can make a purchase directly for that account but not for another account.
If the 'remember my card' box is not ticked, the hijacker can't make a purchase at all unless they enter a full set of credit card numbers.

If you have checked all your Runescape accounts and can see no payment credit was added to any of them in early April, you need to assume your credit card number plus expiry plus CVV number have been compromised somehow.
It may be time to cancel the card and get a new one (new number) issued!
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12-May-2022 02:49:17

MsCaroline
Nov Member 2005

MsCaroline

Posts: 1,459 Mithril Posts by user Forum Profile RuneMetrics Profile
Thanks Malua, I'll cancel that card and not worry about the refund for $5.99 and the odd sort of .05 cent charges. I appreciate your advice. The card has no other unusual charges except for my RS account. I will also change my password for RS.

Is there any reason to follow your link for unauthorized transactions since I'm cancelling the card anyway? I will if you think it's smart. I sincerely appreciate your help. Best to you!

12-May-2022 19:02:54

MsCaroline
Nov Member 2005

MsCaroline

Posts: 1,459 Mithril Posts by user Forum Profile RuneMetrics Profile
Minor concern - should I allow my CC company to dispute those charges. I don't want Jagex to cancel my Gold Package that I bought last November if I dispute the $5.99 and odd 0.05 cents. Not worth the trouble to go through that.

12-May-2022 19:05:28

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
MsCaroline said :
Minor concern - should I allow my CC company to dispute those charges. It is best to contact Jagex' Billing Support and get them to check the payment first.

If the payment is found to be fraudulent, they will take action against the account that received the benefit of the payment and refund you.
If the payment actually did go to one of your accounts, they will advise you and offer you a refund if the membership was not necessary or a mistake.

Doing a dispute through your credit card provider is coming at the problem from the other end but they can't see the detail that Jagex Billing Support can see and won't actually fix anything at the RuneScape end.
It may even cause problems for your account e.g. frozen account, restricted future payment options. O_o

I really do recommend using the contact point on the Unknown transaction support page.
If you don't want to click the link here, you can navigate to the page through the 'Support' button at the top of this page then enter 'Unknown Transaction' in the search bar.
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13-May-2022 00:55:57

MsCaroline
Nov Member 2005

MsCaroline

Posts: 1,459 Mithril Posts by user Forum Profile RuneMetrics Profile
Hi Malua , what you're saying makes sense. I've followed your advice about not disputing the charge on my CC and have filled out the form via your unknown transaction link above.

I have a ticket number so all set. Thanks so much for your kind support. I greatly appreciate you!

13-May-2022 18:23:05

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