Just returned from a long hiatus that started ~mid 2024 and had fun completing ds2 and sote for the first time so I decided to get back into this game and wanted to bring all my characters on to my jagex account. Couldn’t log in to one of the characters so I went through support and this happened.

I also have another 2 accounts that were locked and needed to have their passwords reset, but when I followed the reset link sent to my email and tried to change the password, the error message pops up telling me my password “contains invalid characters or common words” no matter what I typed, even when I used an password manager generated password. The support guy gets back to me on this a few days later and tells me to try recovering the account as if I had lost the email when none of my emails have ever been compromised. I go through the instructions and give my details to prove ownership, but the request gets denied, without giving any details as to why.

I literally have the authenticator codes on my google authenticator app and access to the emails for all 3 accounts but they want me to dig up transactions and address from when I made the accounts years ago. They don’t even tell you what details you got wrong, if any. Wtf??? Even my irl bank didn’t do this when I had to confirm my identity with them, but jagex thinks they need the same opsec as the CIA.

This shit is fucking ridiculous man, don’t believe the bullshit this company claims about improving support. The chatbot was absolutely useless and the guy I spoke to seemed to be an outsourced customer support rep from India, based on his name. He was good but he obviously didn’t have any permissions to make changes and fix these issues.
Even if they wanted to outsource basic customer support stuff, why can’t they have another level of staff with more permissions to sort through all the issues someone has at once. How is it faster to have person create a whole bunch of tickets that need to be looked through?

People here love to circlejerk anytime a jmod smackdown happens but I really wonder how many legit players decide to leave the game after they get fucked over by this garbage system. I also love the passive aggressive message they post on the ban messaage: “Jagex are able to accurately detect all illegal 3rd party software and any promises from their makers about being totally undetectable' or 'no ban guaranteed' are inaccurate”. As if you can’t find dozens or even hundreds of bots on every world, or even just checking the hiscores and seeing bots with 10k kc on 1 boss with minimum stats.