forums.rs

Forums

Unpaid balance- refund?

Quick find code: 410-411-634-66211449

rsNolfee

rsNolfee

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
I took a break from Runescape for about 6 months. When I decided it was time to come back I found my account had an unpaid balance associated with it. I checked my bank just incase I had any issues with Jagex but I found no payments at all to Jagex in this time I was away. Furthermore, there is an unknown credit card affiliated with my account that I do not recognize with someone else's name.

I submitted a ticket a few days ago to CS and have not heard back from them yet. I am excited to get back into the game. If I were to pay off this unpaid balance of $105.00 so I could get back to playing, would Jagex still investigate for third party fraud and is there an outcome where they refund me the unpaid balance If they determined this is a fraudulent case?

12-Apr-2021 05:44:05 - Last edited on 12-Apr-2021 05:45:06 by rsNolfee

Malua
May Member 2006

Malua

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


A reply is always sent within 48 hours and is sent to the registered email of the account.
Check the 'Email & Communication Preferences' tab in account management to see that the registered email is the right one that it should be.

If the registered email is correct, work through the points on the Not receiving emails support page then try sending the unpaid balance ticket again.

If the registered email is not correct, you will need to do a 'recovery' on your account to force change it back.
It would be best to follow the instructions on the Hijacked account support page to deal with that issue.
Once you control the registered email, send that ticket again.

Note: if a hijacker has managed to change the registered email away from yours, it means that YOUR email is not secure. Change the password to your email and work to secure it.
Instructions: Keeping your email secure

The hijacker would either have used their own personal card to pay or may be used a stolen card.
Would Billing Support still investigate if you paid the balance?
Maybe not. They would consider it as a case closed once the debt was paid.
I recommend trying to get a message back from them first as they might remove the debt quite quickly.
Forum Community Helper -
Information about Moderators and Community Helpers

12-Apr-2021 13:30:37

rsNolfee

rsNolfee

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Thank you for the rapid reply, :)

If you're referring to the confirmation email they send out about receiving the ticket, I have received that and use that email to send in additional information. But that was 3 days go. I did see the delayed response notification Runescape posted about the Lockout Login fiasco. So I'm not holding my breathe on a "timely" reply from CS.

I did however change my preferred communication email after submitting the ticket, would that have an affect on the ticket system? I.E. would I have to submit a new ticket tied to the new email?

12-Apr-2021 15:34:07

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
rsNolfee said :
I did however change my preferred communication email after submitting the ticket, would that have an affect on the ticket system? I.E. would I have to submit a new ticket tied to the new email? No, it won't mean you have to submit a new ticket.

I am sorry you are having to wait for a reply.
Delayed response times
Forum Community Helper -
Information about Moderators and Community Helpers

13-Apr-2021 05:30:05 - Last edited on 13-Apr-2021 05:30:30 by Malua

rsNolfee

rsNolfee

Posts: 4 Bronze Posts by user Forum Profile RuneMetrics Profile
Update:

It took over a week for them to get back to me (This is during the whole login lockout issue). I was greeted with an apology about the delayed response and since they found concrete evidence my account was highjacked, and since this was the first time this occurred. They ended up refunding me the money I spent to pay the unpaid balance.

In the future I wouldn't recommend trying this strategy though.

:)

16-Apr-2021 21:24:00

Quick find code: 410-411-634-66211449 Back to Top