JagEx - runescape.com misrepresentation of rules harassment of customer on petty grounds poor customer service slander libel Ripoff No Conact info poor service, unmonitored sites Internet
Signed up for an account four days ago, and already have been banned for something my son didn't do. Many false reports are submitted and in this case, the account is being locked to get my membership fee amount with out providing the service I paid for.
A few days after signing up as a paying customer on RuneScape online game, I received a threatening, nonspecific and aggressively worded email claiming I had been caught breaking the rules (Trying to sell my online account), which I had not done. I just registered my account with my credit card -- why would I want to sell it and risk having more charges against my account. Customer service is unresponsive and I will be telling all my friends about what is happenning so they don't keep their memberships.
They banned my account, into which I had invested both time and money.
Also, customer service was inadequate. I was unable to submit a detailed complaint because the only procedure available was a 400-character-limit online form. Since the messages I was sent by Jagex were longer than this, I could not reply word-for-word, and I was also unable to explain specifics of my position, which include psychological/learning difficulties which are relevant to the issue in question. Some of the customer service emails were phrased in an aggressive and hostile way.
Jagex is therefore guilty of the following:
1) misrepresentation (by enforcing rules in ways which are not contained in their wording, and by promising good customer support which is in fact nonexistent),
2) slander/libel (accusing me of breaking one and maybe two rules I did not break),
3) threatening retaliation against a customer for complaining,
4) victimising a paying customer on petty grounds,
5) causing me considerable trauma and distress. (Makers of online games and the like should realise that users may become extremely attached to their products, and that these products are likely to attract people with obsessive personalities etc., so that shoddy treatment of customers and petty enforcement and/or rule-making cause psychological damage and other knock-on effects as a predictable consequence),
6) repeated failure to resolve complaint or to apologise for false accusation,
7) non-availability of adequate means of complaint (through artificial restriction of the number of characters used and web-based instead of written or email complaint system).
If Jagex routinely treat customers in this way, then no doubt there are also many users who have had accounts suspended and have actually lost money as a result, but who are substantively innocent of whatever accusations are made.
I have cancelled my membership and am hoping a class action suit can be filed against this company. I am also filing more complaints with other sources, contacting my credit card company and working on looking into fraud laws to combat this type of business.
Kevin
Olathe, Kansas
U.S.A.
6 Updates & Rebuttals
Deshale
Lynnwood,Washington,
U.S.A.
Jagex does not Use email to contact customers.
#7Consumer Suggestion
Tue, January 01, 2008
Jagex will only contact customers through their secure Message center.
They will NEVER send an email. The emails you are getting are frauds attempting to get you or your son to provide your loggin information, which apparently has worked since you also claim the account was banned.
Here's what you do:
First Scan your Pc for any key loggers, Trojans, spy ware or other kinds of Malware.
After you are sure your Pc is clean then go to the Runescape website and go through the account recovery process if the password has been changed, if it hasn't then log in and change the password and recovery questions!!!
Then go to the ban/offense appeal section and look at the evidence of each offense. It is likely that whoever "hacked" your account commited the offense. If this is the case then file an appeal stating that at the time of the offense your account was not in your control and you were infact "hacked" (it is important to use that keyword).
Jagex will compare your usual log in Ip to the one that was used at the time the offense was committed. If they differ which seems likely the appeal will be successful. Your account will be restored and any membership credit you had while you were hacked should be restored as well.
Afterward go to their knowledge base and read the safety and security section. The link to that section can be found on the top part of the left hand menu directly underneath the parent's guide.
Pay particular attention to the security section and the scamming prevention guide.
Deshale
Lynnwood,Washington,
U.S.A.
Jagex does not Use email to contact customers.
#7Consumer Suggestion
Tue, January 01, 2008
Jagex will only contact customers through their secure Message center.
They will NEVER send an email. The emails you are getting are frauds attempting to get you or your son to provide your loggin information, which apparently has worked since you also claim the account was banned.
Here's what you do:
First Scan your Pc for any key loggers, Trojans, spy ware or other kinds of Malware.
After you are sure your Pc is clean then go to the Runescape website and go through the account recovery process if the password has been changed, if it hasn't then log in and change the password and recovery questions!!!
Then go to the ban/offense appeal section and look at the evidence of each offense. It is likely that whoever "hacked" your account commited the offense. If this is the case then file an appeal stating that at the time of the offense your account was not in your control and you were infact "hacked" (it is important to use that keyword).
Jagex will compare your usual log in Ip to the one that was used at the time the offense was committed. If they differ which seems likely the appeal will be successful. Your account will be restored and any membership credit you had while you were hacked should be restored as well.
Afterward go to their knowledge base and read the safety and security section. The link to that section can be found on the top part of the left hand menu directly underneath the parent's guide.
Pay particular attention to the security section and the scamming prevention guide.
Deshale
Lynnwood,Washington,
U.S.A.
Jagex does not Use email to contact customers.
#7Consumer Suggestion
Tue, January 01, 2008
Jagex will only contact customers through their secure Message center.
They will NEVER send an email. The emails you are getting are frauds attempting to get you or your son to provide your loggin information, which apparently has worked since you also claim the account was banned.
Here's what you do:
First Scan your Pc for any key loggers, Trojans, spy ware or other kinds of Malware.
After you are sure your Pc is clean then go to the Runescape website and go through the account recovery process if the password has been changed, if it hasn't then log in and change the password and recovery questions!!!
Then go to the ban/offense appeal section and look at the evidence of each offense. It is likely that whoever "hacked" your account commited the offense. If this is the case then file an appeal stating that at the time of the offense your account was not in your control and you were infact "hacked" (it is important to use that keyword).
Jagex will compare your usual log in Ip to the one that was used at the time the offense was committed. If they differ which seems likely the appeal will be successful. Your account will be restored and any membership credit you had while you were hacked should be restored as well.
Afterward go to their knowledge base and read the safety and security section. The link to that section can be found on the top part of the left hand menu directly underneath the parent's guide.
Pay particular attention to the security section and the scamming prevention guide.
Sean
San Antonio,Texas,
U.S.A.
Are you sure
#7Consumer Comment
Fri, July 06, 2007
Sir as a kid did you really admit to every bad thing you did? How do you know that your kid didnt do that? Go to the homepage and click on apeal an offence/ban. that will explain everything.
Sean
San Antonio,Texas,
U.S.A.
Are you sure
#7Consumer Comment
Fri, July 06, 2007
Sir as a kid did you really admit to every bad thing you did? How do you know that your kid didnt do that? Go to the homepage and click on apeal an offence/ban. that will explain everything.
Sean
San Antonio,Texas,
U.S.A.
Are you sure
#7Consumer Comment
Fri, July 06, 2007
Sir as a kid did you really admit to every bad thing you did? How do you know that your kid didnt do that? Go to the homepage and click on apeal an offence/ban. that will explain everything.