I think that’s fair, but you could reference against years of credit card transactions that match ID cards. Proof that is used often at many stores to authenticate someone before they can even swipe a credit card.
Indeed - billing details is the route I am hoping to take here ... doesn't help people who do not use credit cards but might be the save here :)
Challenge here is if we reply to you here it reinforces the opinion that the only way to get help is by being upvoted here, when in reality it sounds like you need to use the support options we provide.
Accepted that might be tricky to get resolved if you have moved countries, forgotten your early passwords, can't access your recovery email and have broken your phone. If we can help we will, but I do sense a bit of a perfect storm brewing here.
On the flip, if we don't reply we get accused of ignoring players who might need help.
Anyway ... if you can let me know your RSN I can advise on what is going wrong, but we can't conduct account recovery here - you will still need to use the contact options we provide.
That said I can give you a steer of how to strengthen your requests - which I'll happily do once I have the RSN.
Edit: have now received RSN and supplied relevant advice.
Edit: another recovery request has been submitted, tweaked with the advice I provided, and the player...
Read moreChallenge here is if we reply to you here it reinforces the opinion that the only way to get help is by being upvoted here, when in reality it sounds like you need to use the support options we provide.
Accepted that might be tricky to get resolved if you have moved countries, forgotten your early passwords, can't access your recovery email and have broken your phone. If we can help we will, but I do sense a bit of a perfect storm brewing here.
On the flip, if we don't reply we get accused of ignoring players who might need help.
Anyway ... if you can let me know your RSN I can advise on what is going wrong, but we can't conduct account recovery here - you will still need to use the contact options we provide.
That said I can give you a steer of how to strengthen your requests - which I'll happily do once I have the RSN.
Edit: have now received RSN and supplied relevant advice.
Edit: another recovery request has been submitted, tweaked with the advice I provided, and the player...
Read moreThat's on us, it's a system mute set on a string with good intent, but obviously this chat is of no concern.
You were muted at 21:27 18 July, I can see you appealed the mute at 21:55 and we processed that appeal (and removed the mute) about 10.5 hours later at 08:34 19 July.
Obviously we have updated the auto mute to stop this happening again. Sorry for the inconvenience, I've bolted a couple of days of extra membership onto your account in recognition of the poor experience you've had here.
That's on us, it's a system mute set on a string with good intent, but obviously this chat is of no concern.
You were muted at 21:27 18 July, I can see you appealed the mute at 21:55 and we processed that appeal (and removed the mute) about 10.5 hours later at 08:34 19 July.
Obviously we have updated the auto mute to stop this happening again. Sorry for the inconvenience, I've bolted a couple of days of extra membership onto your account in recognition of the poor experience you've had here.
Hi, we've had a look into this for you - I'm afraid you dropped the cape on 25 June.
If players lose items through things like bugs then we will do all we can to put things right, on an adhoc, case-by-case basis. However item return is a real challenge in OS and I'm afraid we can't help for incidents like this.
We've also had a look at your account security and all seems well, so the drop wasn't some malicious act by a hijacker on a griefing trip.
Given the above, I can confirm 100% that the cape was not removed by us. Seems you had a bad day - we do symapthise but hope you can understand our position, good luck on getting it back.
Read moreHi, we've had a look into this for you - I'm afraid you dropped the cape on 25 June.
If players lose items through things like bugs then we will do all we can to put things right, on an adhoc, case-by-case basis. However item return is a real challenge in OS and I'm afraid we can't help for incidents like this.
We've also had a look at your account security and all seems well, so the drop wasn't some malicious act by a hijacker on a griefing trip.
Given the above, I can confirm 100% that the cape was not removed by us. Seems you had a bad day - we do symapthise but hope you can understand our position, good luck on getting it back.
Read moreThanks Steve and done! Having worked extensively in support, I wasn't surprised at the first few jumps in agents, as is pretty standard with T1 agents. I guess from a customer perspective, I was hoping that as the issue progressed, I might have stayed with a single senior support staffer to avoid conflicting information.
I do want to stress to anyone else who follows this chain, be cool to the jmods, it's not their fault that the company hasn't shelled out for a more robust team. They're doing the best with what they've got and get hounded by the community as if they have hiring power.
Thanks for responding, I've received your DM, reviewed the contact chain you had with us and have sent you my findings and comments by private message.
Thanks Steve and done! Having worked extensively in support, I wasn't surprised at the first few jumps in agents, as is pretty standard with T1 agents. I guess from a customer perspective, I was hoping that as the issue progressed, I might have stayed with a single senior support staffer to avoid conflicting information.
I do want to stress to anyone else who follows this chain, be cool to the jmods, it's not their fault that the company hasn't shelled out for a more robust team. They're doing the best with what they've got and get hounded by the community as if they have hiring power.
Thanks for responding, I've received your DM, reviewed the contact chain you had with us and have sent you my findings and comments by private message.
I will say, I've had support resolve an issue or two, but I've also had TERRIBLE support from Jagex as well.
A while back, times were tough irl, didn't have the money to re-up my subscription and was on my last week. A friend of mine, being a kind soul and knowing I was in a tough spot, bought me a $25 jagex gift card for membership. Go to redeem it, huh, it gave no options other than runecoins. Strange... so I email jagex. They say, oh, it's because you're a member currently, let your membership drop, then it will work! Following instructions, I let my membership drop without worrying about keeping enough gp for a bond free. Uh oh, same issue, so I email them again. Mind you, the first reply was with 24 hours. This time, I didn't hear back for a week. Over the course of the next week, after finally getting in contact, I was told, confidently and repeatedly, that this would finally solve the problem. Never did I get a reply from the same employee, and it took an additional week for them to figure out it was an issue on their end.
Is 2 weeks of lost p2p the end of the world? Nah, that's why I still play now. It is, however, why I agree with each and every "reddit and Twitter shouldn't be customer support" memes. There is no excuse in this age to have such terrible support for the money they bring in. Hell, outsource it overseas for 10% the cost you'd pay someone local and it'd still be better.
That sounds like a poor experience, apart from different staff dealing with your enquiry (that is a necessity driven by priorities and coverage across shifts and 7 days) the rest of your post sounds like something went wrong.
I'd like to find out and why that was and see if there is anything we can do to fix this for other players, if you'd be kind enough to DM your RSN or anything else that will help me locate your original ticket chain with us I'd appreciate it.
I will say, I've had support resolve an issue or two, but I've also had TERRIBLE support from Jagex as well.
A while back, times were tough irl, didn't have the money to re-up my subscription and was on my last week. A friend of mine, being a kind soul and knowing I was in a tough spot, bought me a $25 jagex gift card for membership. Go to redeem it, huh, it gave no options other than runecoins. Strange... so I email jagex. They say, oh, it's because you're a member currently, let your membership drop, then it will work! Following instructions, I let my membership drop without worrying about keeping enough gp for a bond free. Uh oh, same issue, so I email them again. Mind you, the first reply was with 24 hours. This time, I didn't hear back for a week. Over the course of the next week, after finally getting in contact, I was told, confidently and repeatedly, that this would finally solve the problem. Never did I get a reply from the same employee, and it took an additional week for them to figure out it was an issue on their end.
Is 2 weeks of lost p2p the end of the world? Nah, that's why I still play now. It is, however, why I agree with each and every "reddit and Twitter shouldn't be customer support" memes. There is no excuse in this age to have such terrible support for the money they bring in. Hell, outsource it overseas for 10% the cost you'd pay someone local and it'd still be better.
That sounds like a poor experience, apart from different staff dealing with your enquiry (that is a necessity driven by priorities and coverage across shifts and 7 days) the rest of your post sounds like something went wrong.
I'd like to find out and why that was and see if there is anything we can do to fix this for other players, if you'd be kind enough to DM your RSN or anything else that will help me locate your original ticket chain with us I'd appreciate it.
I WOULDN'T SPEND A DIME ON JAGEX. REASON 1. THERE CUSTOMER SERVICE SUCKS. DOESN'T MATTER IF U SPENT 13 YEARS BUYING BONDS AND MEMBERSHIP OFF YOUR OWN BANK ACCOUNT / VISA AND THEY STILL WILL DENIE YOUR ACCOUNT RECOVERY FROM SOME KID IN BAGHDAD. WHO HACKED YOUR ACCOUNT.
Send me the RSN and I'll see what the issue is.
I WOULDN'T SPEND A DIME ON JAGEX. REASON 1. THERE CUSTOMER SERVICE SUCKS. DOESN'T MATTER IF U SPENT 13 YEARS BUYING BONDS AND MEMBERSHIP OFF YOUR OWN BANK ACCOUNT / VISA AND THEY STILL WILL DENIE YOUR ACCOUNT RECOVERY FROM SOME KID IN BAGHDAD. WHO HACKED YOUR ACCOUNT.
Send me the RSN and I'll see what the issue is.
Is there something I'm not understanding here? What's to stop someone who has your password from doing the same thing and setting up a tale ticket saying the same thing to get the email changed to their email?
You don't need the password to actually submit a recovery but you do need to provide info about the account
Is there something I'm not understanding here? What's to stop someone who has your password from doing the same thing and setting up a tale ticket saying the same thing to get the email changed to their email?
You don't need the password to actually submit a recovery but you do need to provide info about the account
Thank you so much, I'm back in thanks to you. I wish I could repay you somehow.
We have a winner :)
Thank you so much, I'm back in thanks to you. I wish I could repay you somehow.
We have a winner :)
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You've submitted recovery for the account with the log in Kscott which is not your account, you need to submit a recovery for the account with the character name Kscott
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You've submitted recovery for the account with the log in Kscott which is not your account, you need to submit a recovery for the account with the character name Kscott
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Response times are not that long so something is not quite right, check your junk/spam folders for a message from us in the email account you asked to be set - if that doesn't turn anything up let me know your RSN - I can't help you recover it here but I can advise.