RuneScape Forum Archive | Unpaid Balance: No response

MsMischief

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile

Haven't played in a while, and when I logged in it claims I have an unpaid balance. Go to check it out, says I owe $371.

My guess is maybe I forgot to shut off subscription renewal, card expired and bounced the payment back? So I message the support, obviously I'm not paying for multiple years of a subscription I didn't use. Maybe a charge back fee for the first month, but after that it's on you for not properly purging subscription renewals. No response after a week. Is there any way to escalate this inquiry? Or should I just give up and go get something cheaper off steam to play?

27-Aug-2022 16:57:38

May

2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile

Hi there

MrMischeif

Have you checked the 'Messages' tab in account management? There might be a reply in there.

It usually takes a couple of days or so to be replied to but taking a week is quite rare.
If there are no messages in the 'Messages' tab and no emails, post back and confirm the display name of the affected account and I can escalate it for you.

If a subscription has been left running and the player wants to claim a refund for unused time, it must be started on the Refunds support page.
Claiming a chargeback through your bank will get you the money refunded but it won't advise Jagex of your claim and they will freeze the account once the chargeback is processed.

Did you actually claim a chargeback?
If you didn't, there may have been a hijacker active on your account, using it to commit online fraud against Jagex.
You need to get the account checked and some advice about what has happened.

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28-Aug-2022 10:23:13 - Last edited on 28-Aug-2022 10:27:18 by Malua

MsMischief

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile

No messages, either on the profile or in my email.

I did not initiate any charge back, the card they had on file is long since expired (hence the outstanding balance, and my assumption that their system racked up a month-over-month outstanding balance against a stagnant account)

IGN: same as here. MrMischeif (OSRS)

28-Aug-2022 16:55:57 - Last edited on 28-Aug-2022 16:57:14 by MsMischief

May

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 what is going on.
I recommend you review the security of the account while you wait. Change its password as an absolute minimum.
Instructions: Security tips

Jagex cannot bill an expired card. They can try but they won't get any money. Membership would drop out and there would be no penalty against the account as a result.
The debt on your account is because there have been payments actually made then charged back.
If you know you did not do a chargeback, you have to assume a hijacker has been active on your account.

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29-Aug-2022 00:02:37

Mod Stevew

Jagex Moderator Forum Profile Posts by user

just checking

29-Aug-2022 08:33:33 - Last edited on 29-Aug-2022 08:34:21 by Mod Stevew

May

2006

Malua

Posts: 43,030 Sapphire Posts by user Forum Profile RuneMetrics Profile

Hi again

MrMischeif

As advised above, a check has been made about what went wrong.
Apparently you got into the wrong section of Support and ended up on a tech support message form which only goes into an automated tech issue tracking system.

Could you please start over on the Unpaid balance support page and use the 'Contact Us' button at the bottom of that page to message Billing Support.

Billing Support will check your account and get back to you within 48 hours.
Many apologies that you have had a bumpy start to your Jagex support experience.

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29-Aug-2022 09:05:12 - Last edited on 29-Aug-2022 09:08:05 by Malua

MsMischief

Posts: 3 Bronze Posts by user Forum Profile RuneMetrics Profile

Just resubmitted the request.

Would be interesting if my account was compromised. IDK what you get from compromising an account. I had the authenticator and bank pins set up, would be interesting to see if the account is stripped.

30-Aug-2022 23:41:55