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Double charge, no response

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Axel Burn II
May Member 2022

Axel Burn II

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile
[qfc id=][/qfc]I made this new account the other week and tried to purchase membership on it. I bought a three-month option for about $28, and the charge went through on Paypal, but the game wouldn't let me log in to a member's world. I checked my Message Center, and it said they received my payment, but the membership did not activate. Eventually, I went to buy membership again, and found that the 3 month option was gone.

I purchased the 12-month premier option because let's face it, you never leave this game, so may as well get my money's worth, and that went through. I enjoyed my membership for about a week before I decided that I should contest that $28 or so from the original membership package that I didn't receive. I did check to see if it came in late and had given me 15 months of membership, because that would have been fine with me, but it still only showed the 12 months minus the week or so I had played, so I disputed the transaction on the grounds of not receiving the service.

Jagex immediately logged me out and refused to let me back in-game until I repaid the disputed amount, which is fair. I did this Friday evening my time, early Saturday morning game time, and a quick Google search said that they try to respond within 48 hours of a claim. I was a bit annoyed at having to wait (and over the weekend, which I figured probably wouldn't have counted for the 48 hours of response time), but the timing was my fault, so whatever.

However, it has now been 4 days since I put in the claim, including 2 full business days, and I haven't received any sort of response. I've sent follow-up messages through Paypal to elaborate on the dispute, but I'm getting impatient. While I try to get my $28 back, I'm also losing days of membership that I paid for. If anybody can help me get Jagex's attention, it would be very much appreciated.

07-Jun-2022 22:30:42

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Axel Burn II


So, you checked your bank account and both charges are showing?
Please confirm that the $28 actually was charged and not refunded later on before the charge was disputed.
Also, please post back and confirm the display name of the affected account. Is it Axel Burn II or is it another account?

You are right about the weekend not counting in the 48 hours response time. :|
I can flag the account and this thread for you if you post back and confirm those two points above.
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08-Jun-2022 00:36:29

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
I have flagged your account and this thread for a JMod to check.
It's possible you might get a reply from Billing Support before my flag is seen. Often the cause for delays is because they are very busy. This past weekend was a four day weekend in the UK which may explain why there is a backlog. Within 48 hours reply time is the target they aim for but, at peak times, it can sometimes be unachievable.
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08-Jun-2022 02:55:11 - Last edited on 08-Jun-2022 03:04:14 by Malua

Malua
May Member 2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi again
Axel Burn II


I have had a reply back about the flag I did:
The JMod says there was no $28 payment received so that, when you recalled the $28, it put your account into debt.
He has asked that you message Billing Support via the 'Contact Us' button on the Settle an Unpaid Balance support page.

My comment: If you didn't have the $28 and Jagex didn't have the $28, the only other possibility is that PayPal are holding it.
Did you receive a reply to your message to PayPal?
I recommend finding out what PayPal have to say first, then message Jagex Billing Support afterwards.

The three month membership option was removed from the website on 4th May. It is no longer possible to buy a three months membership. I wonder whether your purchase was done right at the wrong moment and has fallen into a hole as a result.
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08-Jun-2022 16:28:46

Axel Burn II
May Member 2022

Axel Burn II

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile
That's very strange.... because I did get confirmation in the Message Center that they had received both payments. But I also noticed that the 3 month option was gone when I tried to buy it a second time, which is why I bought the 12-month option the second time around, and I figured something got screwy because of that.

Thanks a ton for your help, and hopefully Paypal will have some answers.

08-Jun-2022 20:47:43

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