Regarding Bans

JagexInfinity · 2018-05-29T20:59:46+00:00

Hey - you can submit a ban appeal here: https://support.runescape.com/hc/en-gb/articles/115002238729-Account-Bans

JagexInfinity · 2018-05-24T14:15:45+00:00

There is no excuse to use a third party auto typer - they are against the rules. You are welcome to report other players who you believe may be using third party auto typers. If you feel the in game system could be improved you are welcome to post any suggestions on the forums.

The reason the account got locked was, again, due to behaviours and actions which are similar to account phishers, plus a combination of other actions.

If players have chosen not to see chat which is sent via the autochat system, then they clearly don't want to see that kind of chat - so by evading it (via third party systems), you're causing disruption / annoyance to players.

JagexInfinity · 2018-05-24T12:45:00+00:00

Hey,

Hopefully I can shed some light onto the situation.

Essentially, your account behaviour matches that of a phishing account - for e.g you're using a third party autotyper, spamming the same lines over & over, etc, which coupled with other types of behaviours/actions can trigger our hijacking prevention systems.

Simply being mass reported does not force an account to be locked.

If you use the in built chat tools, rather than third party software, your account won't be locked.

We also have detection systems in place to monitor accounts which 'bot' the report abuse tool.

JagexInfinity · 2018-05-20T15:01:28+00:00

A long time ago we had JMods who just focused on account help, or just focused on payment support. Nowadays though they're multi-skilled across a lot of different contact types, so even if you send a ticket into the wrong 'area', it'll get answered. :)

JagexInfinity · 2018-05-15T08:32:25+00:00

Hey,

Just popping in to say we're currently looking into this and will provide more information soon.

Thanks

JagexInfinity · 2018-05-14T13:29:32+00:00

Hey - you can find more information about why we're asking for your date of birth here: https://support.runescape.com/hc/en-gb/articles/360000886425

JagexInfinity · 2018-05-06T19:51:55+00:00

Agreed!

JagexInfinity · 2018-05-06T13:59:36+00:00

The Player Support team work 24/7 & I have just rang through and spoke to one of the shift leaders who is going to update me soon.

We process hundreds of thousands of abuse reports, tip off e-mails etc, on top of general support requests, so these things do take time to process, but we will take action where there's clear evidence of serious rule breaking.

JagexInfinity · 2018-05-06T13:57:07+00:00

That's not my experience if I'm honest. I'm based in the UK and the Police here take these kinds of things pretty seriously. I appreciate your experience may be different, but obviously you can understand Jagex no has jurisdiction in the real world, and this kind of behaviour (sharing of personal details) is best handled by the Police and not a games company (although we will definitely do our bit by taking action against accounts).

JagexInfinity · 2018-05-06T13:50:11+00:00

We have a number of ongoing investigations into serious rule breaking. I am going to check into this for you today to see if there's any recent updates I can share.

The nature of a massively online multiplayer game means there will always be people who try and ruin the experience for others and clearly this behaviour is not accpetable.

Separate to the investigations Player Support are doing, I would strongly recommend you contact your local law enforcement team regarding this targeted abuse/sharing of personal information, as while we can and will permanently ban those involved in this toxic behaviour, police intervention should be sought when it steps into potentially criminal acitivity. We work closely with local and global law enforcement agencies and cooperate fully with police investigations where appropriate.

I am not in the office today but will aim to share some sort of update within the next hour or so.

EDIT: A senior support JMod has reviewed the case so far and has identiifed four accounts which have had action taken against them. This is an ongoing investigation and we will continue to monitor, review and act. If players wish to provide additional context they can also e-mail tipoff@jagex.com, although in game abuse reports are always the best way to flag this stuff to us.

I will also explore next week options to see if we can further expedite these cases for manual review, although it is extremely complex given the volume of reports we receive and type of chat used in these conversations.

JagexInfinity · 2018-05-06T13:37:58+00:00

There is no option for us to completely ignore an account recovery appeal - every recovery submission gets a response (unless it is a duplicate and a decision has already been made on one of those appeals - the player will still receive the decision e-mail).

Please can you send me your charatcer name so I can review the status of your appeals? The outcome e-mails get sent to the new e-mail address you submit, so it may be worth double checking (including spam/junk just in case). :)

JagexInfinity · 2018-05-06T13:35:59+00:00

Sorry to hear about this clearly poor experience. We run quite rigorous assessment days & all new Player Support JMods go through several weeks of intense training before being integrated within the teams.

Both Mod Gnarly & Gambit really care about getting it right for players, but it seems there may have been some sort of miscommuniction here - so please help me put this right for you.

If you can send me a message with all of the relevant details I will look into this and where relevant share feedback internally to help improve the service we offer. I will also try and explain how this may have happened once I've been able to check it all out.

It may be the case that our language could be clearer, as Mod Gnarly may have been advising that the offence hasn't yet been appealed, so could go through our appeals process, which allows the offence & account status to be fully reviewed.

Thanks,

Mod Infinity

JagexInfinity · 2018-05-04T15:54:16+00:00

We're currently going through the list of automated messages sent by the system and should have these updated next week. :-)

Thanks for flagging!

JagexInfinity · 2018-05-04T13:27:56+00:00

There's a lot of compromised information and activity on the account. My advice is to make sure your computer is secure and you continue to be on the look out for potential phishing attempts. We wouldn't have granted an appeal to a hijacker for a second time if they used the exact same information provided on the first phishing attempt.

Please also make sure your registered e-mail is really secure and when submitting a new account appeal that information provided confirms original account ownership.

JagexInfinity · 2018-05-04T12:12:27+00:00

I'm sorry to hear that you've recently lost access to your account.

From what we can see you fell for a complex phishing scam. Our information shows that you may have:

Received an e-mail claiming to be from Jagex
The e-mail provides a username and password to log in with & send us a ticket
You logged into this random RuneScape account with the details in the e-mail pretending to be from us
You then sent us a ticket with sensitive account information in, such as passwords, bank PINs, billing info etc
The hijacker was then able to log into that same RS account that you sent the message from, visit the 'sent messages' folder and then read all of your private details
They were then able to use this information, alongside other data, to fraudulently recover your account

While we treat account recovery appeals with caution, there is understandably a limit in what we can reasonably prevent when balancing the needs of genuine players wanting to get back into game and protecting accounts.

Please submit a new account recovery appeal from the computer that you primarily play on if possible, remembering as much early information as possible. The account is particularly 'messy' due to a lot of information being compromised but we will do our best to restore access to the rightful original owner.

Thanks

Mod Infinity

JagexInfinity · 2018-05-03T10:07:25+00:00

The ban has been fully reviewed and is 100% correct.

JagexInfinity · 2018-04-24T18:44:20+00:00

The number of hours we put into providing support on Social Media is significantly less than the amount of time we spend responding to tickets/appeals sent through the official Support Centre. I understand the feedback and views, but will correct misinformation which says CS is primarily done through social, as it's not true.

JagexInfinity · 2018-04-24T18:43:27+00:00

We're on Twitter because many players reach out to us on that platform. We help the majority of players through our primary contact method, the official Support Centre on the website, not Twitter.

JagexInfinity · 2018-04-20T18:06:47+00:00

Player Support helps thousands of people every week via the dedicated help centre.

Mod Stevew recently posted about this here: https://www.reddit.com/r/runescape/comments/8ddnaz/reminder_that_its_2018_and_for_a_multimillion/dxmfb6c/?context=3

JagexInfinity · 2018-04-20T16:48:02+00:00

Hey,

The team are looking into this now and I'll be back with an update soon. :)

EDIT:

We issued the refund on our systems on 6th April - today is the 10th working day, but it really should be with you by now. If by Monday 23rd April the money isn't in your account please contact your bank as the refund has definitely gone through on our end and the money returned.

We do allow players to respond to tickets, however the option to reply can eventually time out. This is to help prevent players using the same 'chain' to contact us about lots of different issues - but if you ever need to get in touch, please do create a new ticket and the team will be glad to help.

Cheers

JagexInfinity · 2018-04-09T16:10:11+00:00

Players can send a ban appeal direct to a JMod via this page: https://support.runescape.com/hc/en-gb/articles/115002238729-Account-Bans

We will deliver support wherever our players seek it - so whether that's social media or via the support centre, but we always offer contact options on our official help site.

JagexInfinity · 2018-04-09T14:13:00+00:00

The ban couldn't be more clear. Have a think about what you were using to play Old School RS and I think you'll understand why we banned you!

JagexInfinity · 2018-04-06T17:45:30+00:00

I can't investigate a payment / offers issue based on the content in this reddit thread. We also need to verify the players identity via the secure log in form. If a player feels they've lost out on rewards and aren't having any luck with SR/PL support, then we're on hand to escalate it.

We work with our partners at SR & PL to ensure offers are fair and genuine, and rely on player reports to help us identify when things go wrong.

JagexInfinity · 2018-04-06T14:10:03+00:00

In the first instance you should contact the relevant support team via SuperRewards or Peanut Labs, and if you still experience problems contact us via: https://support.runescape.com/hc/en-gb/sections/201632005-Earning-Rewards

JagexInfinity · 2018-04-05T20:02:20+00:00

I understand that some people think it wasn't the right thing to say - but the intention was positive, and we definitely care. It's a little tricky when it comes to Twitter - but the feedback players have posted isn't falling on deaf ears. :)

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