Due-Standard7142

I got it all back yes thank you

Thanks for confirming.

Due-Standard7142

I have not been reimbursed yet

The return was done yesterday as Plat Tokens, let me double check

edit: checked and we can see them on your account.

I wanted to post a clarification here as I am the Player Support Manager for Old School.

The agent that dealt with this situation has reflected on the correspondence they wrote, and they fully accept that some of the terminology they used was misleading and did not clearly disclose the reasoning behind our decision-making process.

When this situation was first brought to our attention we arranged for anti-cheating specialists to track the wealth that had been taken from the account by the hijacker. This team were able to find the accounts involved and ban them, and because of the bans, we were able to remove 900 million from the economy.

Unfortunately, the majority of the wealth had moved on between many accounts and at that point in time was sitting with accounts that were likely innocent, or for other reasons, could not be reclaimed.

The Player Support agent explained all of this to a senior member of the Old School team and sought authorisation to return the lost wealth, in th...

helpaccountishacked

One thing I realize is it seems you can just request a forgotten password link and unlock the account. The hijacker currently has changed the associated email so it’s just a matter of him doing that. Is there a way to prevent that?

The account is secure, nobody can recover it by email, you need to submit a manual account recovery

xnetteom

His first post said Jayshuunn

thank you

strobelobe

Bless Stevew, hope we get closure for this instance. OP username is "Jayshuunn" from all his previous posts.

thank you

OK it was locked by Player Support quite a while ago now, it's just waiting on the owner to recover

Does anyone know the RSN of the account?

-AC2-

"Your account has already redeemed the maximum number of codes in this promotion."

Is the team aware of this issue when trying to redeem multiple two day codes on a single account?

Hey - this might be due to your account reaching the max amount of membership that can be 'stacked' (future membership time accumulated) - slight guess ATM, would you be kind enough to DM me your RSN and how many codes you have used so I can dig deeper - ty

Edit: It's not that (good job I said 'guess') - we are pretty sure we know what the issue is and we are looking to get it resolved but no ETA on that yet sorry

Edit 2: It was the case that codes were limited to one redemption per account, this was not intended and has now been changed so you can use as many codes as you wish. Sorry for the hassle - have a good weekend all :)

GarthKilledMyParents

Sent my rsn thank you for taking another look

OK we messed up here, although the report contains a derogatory term it is clear that this was an unintended typo. That context got missed at the abuse report and offence appeal stage. I've raised this feedback with both members of staff involved. Clearly you've had a poor experience here, I've dropped you a DM with a bit more detail about how we'd like to put things right and get back in your good books :)

HFPerplexity

How do you make this mistake? Either the process is automated or every single member of the support team is illiterate. There's no chance that a human with any capacity to actually think made this decision.

It's not automated, it looks like human error, I can confirm once I have the details

Phillywillydilly

But Jagex already looking into this case and denied his appeal. Why would you need to look at it again?

Because it looks like we may have made a mistake, if that is the case I'd like to give feedback to the person who dealt with this and see if there any improvements we can make to future appeal processing. If appropriate I can also try and put things right for the player given the poor experience they have had.

If you can let me know your RSN I'll take a look at what happened here - ty

GhostHashtag

Update:
A kind stranger gave me a bond, and I've now got my old name back!
After a bit of googling, I found out that previous name history will disappear on its own after some time, so problem solved!
https://imgur.com/a/62hanSv

I've removed the 'previous known as' for you :)

OK OP has reached out - hands up clearly something has gone wrong and it looks like the chat system was trying to deal with the type of spam chat you see from gamblers/phishers etc. In this case the player has done nothing wrong and we've adjusted the system to stop future false positives. I have of course removed the mute and bolted a few days of membership to the account given this is on us (albeit with good intent to stop phishing/gambling).

TazS2

Is chat blocking a actual thing? If so what is it? ❤

I think that is part of the clunky translation and the original would have been 'type' for 'kind' and 'mute' for 'chat blocking'

If OP can let me know RSN I'd be happy to check what is going on here. The screenie doesn't look right to me, we use the word 'offence' not 'offense' - we capitalise the 'S' in RuneScape - looks like there might be some auto translation at play. Regardless if I have the account RSN I can see what has happened and obviously fix things if there is an underlying issue.

senyrin

Last evening in your local time I got a family member to turn on my home PC and I used chrome desktop to submit 2 appeals. This past week I've been playing from overseas, ISP also mentioned in my appeals. Thank you so much for the reassurance!!

Edit: One of the problems too is I won't be home for awhile, I can give flight details privately if needed.

The ISP mentioned in the free text in your appeals is the one we would like to see used, not the ISP the appeal is actually submitted from.

I know this is frustrating for you but we are only applying due diligence to keep the account safe :)

senyrin

In around 2016-17 I changed ISP to the one you're seeing it from in the most recent appeal. I've been using that since, I can't use my old ISP as I've changed off of it. I'll submit another appeal explaining things!

Edit: Seems like I can't atm, error...

The ISP to use is the one that has been dominant in recent times, the last good login from that ISP was 3 June - since then it is either different ISP's in the same country, or you from abroad or recovery attempts from yet another ISP.

For a stable recovery request we need good info submitted in a recovery form submitted from the ISP used consistently for game access in 2022.

senyrin

The last 2 appeals have been sent from the isp I usually play on, not the one where I am currently on vacation at. That ISP before mentioned* has been the ISP I've been using for about 5* years now. Please look at all the appeals collectively, I even sent my plane ticket in one of them, thank you so much for responding!

I'm not sure how you can be on vacation in one country and submit a recovery from your regular ISP in your home country at the same time - the ISP we are seeing is not the one usually used for game access. As I said, the account is secure, it sounds like this might be easier resolved when you return home.