forums.rs

Forums

False Charge on Credit Card

Quick find code: 410-411-477-66191467

CoolByleth

CoolByleth

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Hi,

I cancelled my subscription a couple of months ago. Suddenly I have a charge on my account for November 29th for a subscription. Yet according to the website I have no subscription, and I haven't logged in since cancelling. Even on the billing-core page it says my subscription is expired. I tried contacting Jagex support but I cannot due to the bug listed in this thread:


https://secure.runescape.com/m=forum/forums?410,411,881,66125263

and before you ask, yes I tried the advice in this thread. No it did not work.


It is extremely frustrating to a. have to dispute a false charge at all, and b. that there is no way to dispute the charge because of a bug that was known to Jagex for at least a year that still has not been fixed in the form that is the only way to get into contact with Jagex support.

I'm basically looking for some advice on what to do through Jagex to get this sorted out. If this doesn't work I'll have no choice but to contact my bank and dispute the charge, but I would rather just Jagex not send me false charges in the first place so this doesn't become a regular thing. Thanks

30-Nov-2020 09:02:56 - Last edited on 30-Nov-2020 09:05:11 by CoolByleth

Malua
May Member 2006

Malua

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


Have you worked through the troubleshooting on Unknown transaction support page?

The 'Check if you have an active subscription' link takes you through to the Is your subscription active? page and, on that page there is a link to 'Locate your subscriptions' by card.
Try to identify which account has benefitted from this membership.

Also, try the message system with a different browser. Try a different device.
Forum Community Helper -
Information about Moderators and Community Helpers

30-Nov-2020 10:39:30

CoolByleth

CoolByleth

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Hi Maula,


I went through the unknown transaction page and got to "locate your subscription by card page".

I tried it and said my account had an active subscription for one month. So I cancelled it from that page. I am very thankful for you finding this for me, but as Jagex customer I must admit I'm still a little annoyed at the whole situation.

So here's my problem, how it is possible that I cancel my subscription, it says in billing that I'm not subscribed, it says in my runescape account that i'm not subscribed, yet Jagex can continue to charge because apparently cancelling a subscription through the main page doesn't affect their billing system? I don't understand how Jagex can justify charging me while not providing the service charged for?

Because now I see that it's been at least three months of not receiving member privileges on runescape while still being charged each month. I cannot fathom how they allow such a big disconnect between their systems such that every page tells me my subscription is not active, and the only way to actually stop being charged is to go to a support page for wrong charges and find a link I wouldn't know about if they didn't do a false charge in the first place?

I would argue a more efficient systems is that I hit cancel my subscription, and it actually cancels my subscription and I never have to go to a support page in the first place. But that's just my personal preference I guess.

Last thing is I would still like to contact Jagex support so I can get this last charge removed considering I was told by Jagex's own site that my subscription was not active, and maybe complain a little about how broken the cancelling system is. Yes I tried multiple browsers (and devices) and I got the same problem on each. The browsers I used were: Firefox, Chrome, and Safari. I used two different mac's, an iPhone and a windows computer.

30-Nov-2020 16:32:01 - Last edited on 30-Nov-2020 16:38:47 by CoolByleth

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Did that page help identify which account was being paid for?

If your account has done any purchase, it will be confirmed by email and by a message inside the 'Messages' tab in account management.

If you don't have any messages in your 'Messages' tab, it means CoolByleth wasn't the account being paid for.

The cancel subscription button stops a renewal from occurring but it doesn't refund what has been paid as Jagex expect that the account will just use up the paid for membership and finish members at the end of that time.
If the membership is unused and you would like to claim a refund, start on the Refunds support page and use the contact button in there.

Have you tried the contact button on the Refunds page?
If you haven't yet, give it a try but, if the same problem keeps occurring and you cannot submit a message, post back here and I will try to escalate the issue for you.
Forum Community Helper -
Information about Moderators and Community Helpers

30-Nov-2020 20:57:37

CoolByleth

CoolByleth

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
That page identified this account being paid for, yet according to the pages seen in these images: https://imgur.com/a/GZdLxCe this account does not have a membership. Also despite the page saying this was the account being paid for, I received no messages in my account. So they were charging me without even sending me messages or any notification what so ever, something I'm also very annoyed about because the only form of notification I received was the charge on my credit card bill.

This leaves only two possible solutions. Either A. The membership was cancelled in one place except Jagex continued to charge me for it after cancellation. Or B. Jagex charged me for a service they did not provide, as I was charged membership fees to this account, and I did not receive membership benefits as shown in the screen shots above( also once again I don't really care about not receiving the benefits because I haven't played the game in months anyway. But it doesn't make the case any better that I was being charged for a service that wasn't even being provided).

Considering it was a one month renewal and I cancelled multiple months ago I still cannot see a good justification for Jagex to charging me for something which A. I had cancelled and B. A service they didn't even provide.

I cannot use the refund page link because it has the same bug that I initially created this thread about, because it also has the payment date field that will not accept any date no matter the formatting type. I also tried the refund page specifically with different browsers and devices, and could not get it to work.

*edit removed some content as I just repeated myself. Thank you for responding and I apologize for my tone. I'm mostly upset at myself for not noticing that I was being receiving false charges for multiple months.

30-Nov-2020 21:25:32 - Last edited on 30-Nov-2020 21:39:34 by CoolByleth

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
The only other possibility I can think the charge was for is Runemetrics Pro.
Runemetrics Pro isn't a membership, it just gives some extra perks in Runemetrics.
Information: RuneMetrics Support

Runemetrics Pro is almost the same price as a monthly membership sub. In my country the price difference is minimal.

I will flag your account and this thread for a JMod to check.
In the meantime, keep trying the contact buttons as you might get a ticket through quicker than a flag from me (which could take several days).
Forum Community Helper -
Information about Moderators and Community Helpers

01-Dec-2020 03:48:49 - Last edited on 01-Dec-2020 04:04:38 by Malua

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
I have escalated it as much as I can but I cannot be an intermediary in a discussion about payments on another players account.

All I can do is to urge you to keep trying the message system.
The JMod said the date bug problem you mention was supposed to have been fixed.

If you want to claim a refund, you need to use the contact point on the Refunds support page.
Forum Community Helper -
Information about Moderators and Community Helpers

04-Dec-2020 08:01:17

The contents of this message have been hidden.

20-Jul-2023 18:07:14

Quick find code: 410-411-477-66191467 Back to Top