Jagex
Reviews and Complaints

I am very upset about the policy in the "Pest Control" minigame where players who do not do enough of "something" are booted from the game because of "a lack of zeal".

I could see this being a worthwhile policy if:

1: The players are AFK (Away From Keyboard).

2: The players somehow sneak into the minigame through hacks or whatever in spite of the level requirement.

3: The players are purposefully throwing the game in some way.

As it stands right now, I don't see any reason for this "lack of zeal" nonsense. My character is level 40 combat level, and I am a member, so I feel that as long as I am active in the game I shouldn't be booted as long as I am doing something in the game. I am paying membership fees, and I believe this to be a gross negligence of members' rights. I understand if you believe there should be a certain "damage quota", but if you are going to go that route at least raise the minimum required level so that paying members such as myself are not slapped in the face by being booted out of a minigame they are paying for by some unfair algorithm. By the way, when I asked other players about this, one responded with, and I quote, "Lol sad nub".

Also, why is the dropdown select bar for categories displaying everything under the sun when it is meant to pertain to a game? YOUR game? I'm selecting "Tobacco Products" to highlight this.

Before the update of today, you could participate in the minigame: familiarisation once a week. For example: you could play the game on friday and a week later again. Now with the update of today (monday 05/02/2018) this is changed to a weekly reset on wednesday. The situation now is: that I have to wait 2 more days to play this minigame... Consequence is that I'm now missing one change to play this minigame. (I have a set goal to get 120 summoning in the double xp weekend of september this year.) This means that I have to get approximately 700 charms without this minigame...

So: why didn't you guys set the reset till wednesday ( can see your opinion on this) and gave you guys the people who could play this game again for wednesday the possibility to get those charms for wednesday reset?

In my case: If the update wasn't there.. I could've played this minigame today (my reset was sundag/monday 00:00 set). With this update.. I have to wait till wednesday and thusefore I miss one chance before the dxp to get (approximately 700 charms)

I have been playing Runescape for over 11 years. Always with pleasure and dedication, loved to play it. Untill 11 decembre. I got connection lost, tried to login again and then had the message: your account has been involved in serious rule breaking. I looked it up, it said: banned. I thought, its a misstake maybe, because i never used a botting program (dont even know how) and i always played fair. After a few days i could make an appeal, i did, but they denied my appeal (like a nightmare). I cant understand why i get punished so hard for something i didnt do. I never got evidence about, what, where and so on. Maybe i got hacked and i didnt notice, but it wasnt me who botted, thats for sure. This is keeping me busy, because its so unfair, to ban someone who didnt do something wrong. I hope there comes a solution for this situation I landed in, because its very unfair to loose an account after so much effort and years of fair playing. Please look in my account sheerleader2, i deserve to get it back. Greetings Sheer.

Shortly after buying in game purchases with real world money, my account was banned for macroing. Firstly I don't even know how to do this and if I was. Why would I use real money to make the purchases, if I was botting I would have just botted for bonds then...

Upon complaining to Jagex they completely deleted my account and are ignoring my contact attempts. Meaning I cannot even access the account support anymore.

Very disappointing to be wrongfully accused of something, leading to the ban of your account. Therefore rendering the money just spent being worth nothing, only then to be completely ignored by the support staff when trying to resolve said issue.

Ok before I say anything I'll admit I'm not 100% sure if its bugged or not, I could just be missing something. Now for the complaint, I'm trying to obtain the Daemonheim aura so I checked the task tab for the Dungeoneering tasks and only 1 is appearing and it's "Delve into Daemonheim" which is the task to complete a floor on maximum complexity:1 as you know. The problem is I have done this multiple times and have even gotten the in-game notification in chat claiming that I completed the challenge but it still shows up in my tasks as not completed so I was wondering if it could be fixed so I can start making progress towards the Daemonheim aura. Thank you for your time.

-Best regards,
RSN: Im Corki

I have recently decided to get back into Runescape after a couple of months off, I think my last log in was June/July, anyway I log back into my main account, and it says account disabled, I go into account centre and it tells me my account was banned for 'macroing' via a 3rd party program, I have never used anything but the Runescape and Old School Runescape clients, it states it was on the 13th of September when this happened but I wasn't even playing Runescape at that particular time, so I'm presuming it must have been a hacker. What really annoys me though is this 'could take 3 weeks to get back to you' what a load of utter rubbish, I have been playing this game since 2006 and never has something so stupid happened to me, it's basically calling me a liar as well for something I haven't even done and this outrageous wait time just makes it all worse. I have had a few mutings in 2008 and 2009 but I have never done anything like this before and this should prove that I am innocent and have never done anything like this. I want a response as soon as possible from Runescape, it's stupid to have to wait 3 weeks, I know they're busy and they need to look into certain stuff but 3-4 weeks? Come on! My ID is 'oliverz4' my email is '[protected]@hotmail.co.uk'.

I wanted more keys for the current promotion so i completed (correctly completed) the paid offer "Sign up for Home Chef and get $30 off your first order." I completed the offer a full 21+ hours ago and the estimated wait time is only listed as being 30min. I can provide proof that i used accurate information as well as purchased the product along with confirmation emails and an order history. I just want my keys seeing as i cant refund the product. The offered amount of keys was 361. I wish to see these keys added to my account soon. To repeat, i CAN provide confirmation and emails and an order history to prove that i completed the offer completely and accurately.

Today Aug 3 2017, I looked at my account and saw that I were charges titled "help.jagex" 2 of 61.99$ and 1 of 6.19$. Seeing that I have just changed my Visa debit the Friday July 28 2017, the week before, and that I have not given my card number to anyone yet, and that I've never used or knew about the company before. I find myself asking myself what is this company... is it fraud or is a mistake on their part. I researched the company and found out that it was a gaming website. I am not a gamer, nor do I have anyone in my immediate family a gamer or had access to my brand new card to have made those charges. Can someone please help me? what the hell can I do? I contacted my bank and they are still doing their investigations. But now I am out almost 130$ and no one seems to have any concrete answer.

On July 15-17 my runecape account was banned for apparently botting which i changed my password to prevent the hacker from being on my account again but they had the recover email changed to their email instead of the email that i set which i have no idea why that is possible because i thought Jagex is supposed to protect your account from being hijacked another thing i participated in last summers account security by setting up two step authentication with did not help at all and when i try to appeal these bans i get brought to this terrible customer support where you can even talk to a real person just to solve this minor issue of someone that shouldn't have gotten on my account

During June 2017, after paying for a three-month subscription, my account was suddenly banned for "macroing" even though I wasn't. The company provided no evidence of said "macroing" and would not even provide a support email to contact the department. The company instead kept my subscription fee, basically called me a liar and blocked my account. Nobody from the company had contacted me. What a complete scam.

Hello I have an account in Old School Runescape and I have fall victim to a scammer on the OSRS site and it is all completely my fault because I know i should not be giving out my information to people, but I am writing to you guys because he is using clever things such as opening a twitch account and saying that he uses other peoples accounts to get them things while streaming that he does that to a lot of his friends and followers. he is getting way to many things in the game do to scamming others and cheating the game. Now I do not need any of my things back because i can just work for my things again but i do want his account banned please. HIs user name is Drag Visage and Im almost certain he made it like that to match the actual streamer of that name and uses multiple accounts to make it look like people are following him when he logs in. has multiple people say "hi" or "omg is Drag man whats up" . Thank you so much for your help and Love OSRS

Membership was set to expire at 21:00 today, expired at 20:00. Needed that last hour to disassemble some invention weapons before I lose members...Still have 16 minutes of members but you guys make it difficult to find where to issue a complaint on the website. I would like to get my invention up before I lose membership. Please help me by writing back.

Hello,

My name is Brandon Terrell. As of this morning-2/26/17, I discovered there were several transactions made with my credit card to this company.

I do not play video games of any sort neither do I know of anyone that may have made these transactions-I live alone, no kids-no siblings. Therefore I conclude I had been hacked and the charges that appear on my bank statement are due to fraudulent activity.

The total amount charged to my account is for more than $400.00 as Of 2/26/17.

I have contacted my bank and the card has been canceled.

It would be greatly appreciated if I can be contacted via email - [protected]@emich.edu or [protected]

Dear Sir/Madame,

Over the last few days I'm having an awful lot of lag on your servers in oldschool Runescape. I'm trying to find worlds that work for me and my girlfriend but we both encounter alot of lag coming from your servers.

We encounter alot of disconnects in places that could be potentially dangerous to play in with lag. This really affects the fun of the game and I'm really frustrated to find out that I became a member to a game that doesn't allow me to play. I can't login most of the time and most of the time when I'm playing every 5-10 minutes this game disconnects me.

I want you to come up with a sollution because I didn't pay for this bad quality of servers. I want to be able to play.

Im looking at my credit card Statement and there are charges from Jagex that I didnt authorize an never heard of your Company I did have unreconized payment on Paypal via my e-mail.. I called Paypal and they said there where no charges looking at my credit card statement I see deducts from your company i cancelled my paypal account I would like credit for the charges
please contact me ASAP
[protected]@hotmail.com

Previously under Poli Payments which is available as a payment option for NZ and Australian customers, used to be the option to pay with Anz, however i have since contacted Poli Payments regarding Anz being missing as an option, (Poli Payments) responded and i was informed that the Merchant (Runescape) Has since opted out from offering Anz to its customers through Poli Payments. I would like to know why this is?, and whether this can be resolved. I simply cannot understand why Runescape would opt out from offering its customers the means to pay for the services they provide.

On Tuesday night around 8:19 My account was hacked. The password was changed and the hacker was able to get into my bank(and sold everything worth any value-He even purchased a few of augmentor dissolvers so he could sell the weapons and armors I had augmented. I lost hundreds of millions in gold and items. I was playing runescape a couple minutes before 8:19 and then I was kicked off. I frantically tried to log in to my runescape account only to find that the password was changed. I continued to try to get a password reset sent to my registered email(for some reason the filters were preventing any emails from runescape to come through)

There was a different Ip address used to access my account between the password changes(the hackers and the last one I did) I have proof of this.

Why didn't the password delivery system check the ip address before allowing the hacker to change my password?

If there was a wait time(like there is when changing bank pins) when changing passwords none of this would have been able to happen

I have lost at least 500 million gp in divine energies/planks/runes/herbs/ores/bars/weapons/armors gold/and other miscellaneous items(springs/silver hawk feathers/etc.) All of which can be proved if jagex Would release the items list the hacker sold on the ge that night between 8:19 and lets say 10:15

I was assured the hacker would face consequences of their actions by a mod on the twitter page but whatever the consequence is I will be left out of the decision making(so I can only imagine what it/they could be-slap on the wrist/a permanently banned account/blocked IP address) But not jail time

I have been playing on and of for twelve years now and in those 12 years of playing I have gathered a lot of in game wealth and now it is all gone cleaned out but some hacker. The very same mod(from above) tells me that they will not replace the items sold/compensate me for the items stolen and I would have to replace the items stolen by myself and without any help from Jagex.

Which does not seem fair I didn't invite the hacker(from Midlothian, Texas BTW) to come and rob me of all my valuable possessions on Tuesday, January 10, 2017 6:48 PM (Central Standard Time)

Jagex Ltd. 220 Cambridge Science Park Rd, Cambridge CB4 0WA United Kingdom

I hope to hear something but don't really expect to( I have a small sample of what the hacker sold on the GE) I got it from the history option at the Grand exchange if needed)
Jagex Ltd. 220 Cambridge Science Park Rd,

An absolutely unacceptable level of apathy and disregard for customers. I have an account that I haven't used in years, only to find out it has been permanently banned during a time period when I was not playing. The only place to reliably contact support is through Twitter, which is awful in itself, and any mention of the word "ban" in your plea will automatically get you a lazy copy/past response literally saying they refuse to help you.

That is absurd. Never have I seen a company flat out refuse to help a customer who claims to have a genuine problem with their service. Their reason? To paraphrase, most of the accounts banned are legitimately breaking terms of service. That's it. Since most of their bans are correct, they feel vindicated in completely ignoring the minority of people who are brushed aside in the crossfire - those who do nothing wrong and still lose total access to their accounts based on flawed anticheat systems.

So, the only option is to contact them via email or twitter. Emailing them will only get you the same response as twitter but slightly longer winded and after a longer wait. They tell you it cannot be resolved and give you a url to their page on account bans. You can go check your account status on their website as well. It even has the option to view the ban and see evidence - oh wait. The button "view evidence" is there but they don't allow that because it would give away all of their super secret anticheat methods.

Guess what, Jagex? Your anticheat is BROKEN. Holding the details about it hostage is pointless because it DOESN'T WORK.

I am completely livid at this company's treatment of paying customers and am almost tempted to seek legal action considering the unfair denial of a service that has taken large sums of money from me.

Unacceptable.

Re: Your RuneScape account has received an infraction

Tue 22/11/2016 06:41
Sent Items
To:
RuneScape ([protected]@a.runescape.com);

To whom it concerns,

I have absolutely no idea what you are on about or what account your referencing this email to nor the login details to any off my accounts I havent played on runescape since the release of RS3, if activity has been mis used on an account that is link to this email then I strongly suggest you check the ip adress and do your security checks prior to threatening civil actions against me... im sure that you would be aware that I am a UK based player and it wouldn't be difficult to find out if my account has been used by someone else and if so I can ensure you that it was done without my knowledge or consent, as for this email I will regard it as a miss understand and leave it at that however I do not appreciate the fact that you believe you hold any rights to jump to the conclusion that I have breached any of your rules and regulations since I have not played the game in many years, you may take this replied email as evidence that i do not hold or wish to return to the game nor have any intentions of "ruining the economy" I do however reserve the right to defend myself as a lawful citizen and will take legal actions against yourself if I receive any future emails that I may deem threatening or harassment, I strongly suggest that you look into this matter further and see for yourself that this activity you speak of is probably based on the fact that my account has been hacked by someone and delete the account if not all accounts linked to this email.

Also this email will be sent to the email provided by jagex as well, aso the evidence of rhe emails recieved threatening to take me to court will be posted if I so not recieve contact within 7 days... disgraceful behaviour more than happy to see them in court at this rate, been bombarded by the same threatening email now every day..

tried to appeal my account to reset my email 5 times tonight, gave everything they asked for that i could possibly remember dating all the way back to when i was 13 years old, the only thing i could not give was the isp because i was 13 and my dead grandmothers debit card info which doesn't exist now. I was told the information i gave was not enough even though i have given every password i have used, answered all my recovery questions too the T and gave even more than they asked for. There customer support team is the biggest piece of trash i have ever seen, all they do is tell you to do the obvious bs that you already know and they offer no real support at all. i have played runescape for almost 11 years and have never once felt so belittled and turned down in my life. The entire runescape team used too care about there players and now all of them are a bunch of 20 year olds that could give to craps less about us or the game all they want is our money and too make money. I have loved this game for years and this pushed me too my breaking point, i quit runescape and i suggest you all do the same because when something actually happens and you need help they wont be there for you and you are just crap out of luck.