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1.7 174 Reviews

Jagex Complaints Summary

31 Resolved
143 Unresolved
Our verdict: With Jagex's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Jagex reviews & complaints 174

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7:17 am EST
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Jagex - Wrongfully banned

I tried to log on to the game last week after some months away from playing, only to find my account had been hijacked, botted and banned. The account also had membership on, which I have not had since 2014. I managed to submit the relevant information to recover the account and add to a new Jagex account for much improved safety. The hackers got through my...

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4:12 pm EDT
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Jagex - OSRS Ban

After my account was hacked and items stolen from a hacker, I spoke with Jagex's support team to see if they can recover the items. They ended up locking the account and had confirmed that the account had been accessed by a third party, but said no items can be returned. I never recovered the account as I was quite upset and was seeking out legal...

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10:57 am EDT
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Jagex No answer to a locked account

Been months without answers. I’ve spent 17 years on an account to max. I have spent hours on end playing this game. I have every information to recovery my account, no one else has my information. I have been so frustrated by the inconvenience of support. Automated robots and no explaining on why my max account and how I am not the original owner I crack up because who else has the recovery questions from 2005, who else knows where I have lives and played from etc. no one, who else knows all passwords and membership info with credit card info?!?! Bloody indisputable onto whether this is rightful on how to handle customer service and loyalty. I cannot believe it ends like this.

Jagex #4689875

Jagex #4647460

Ticket numbers.

Desired outcome: To be able to play on my account that I have invested 17 years of my life into the be maxed within the game.

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8:28 am EDT

Jagex Still taking money from account

Hello I sent you complaints in the last few days about this company removing $89.99 almost every day since sept 11, in total 23 times they have removed $89.99 from my visa debit account and they paid back 19 -$89.99 so I thought this might be fixed and the bank had me change my visa debit so this would stop, while they investigate. Well today sept 23 I check my account and they taken 3 more 89.99 from my account how I dont know when my card was changed. So they still owe me $89.99 4 times more, I dont know whats going on with this company but they have a issues some where in accounting. I dont use this company and dont know them. So can somebody please help get this taken cared of asap please. Shawn cormier

Desired outcome: to get my $359.96 in total back from the rest they owe me and to have this fixed ,i dont buy or use them never and no account ,plus to have them tell me its fixed

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3:44 am EDT
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Jagex - Unauthorized credit charges from visa debit

good day iam just want to know why my visa debit was charged 25 times starting from september 11/2023 $89.99 and 8 was returned as a correction back on my visa ,i dont know any thing about your company ,iam a retired army vet in canada on a fixed in come and i did not know why or whats going on ,but i septlike all my money you taken from my visa debit back...

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11:42 pm EDT
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Jagex - Old school runescape / false perma macro major ban

Just some background: (OSRS = Old School Runescape) IGN: Queen Vitani I was playing probably close to 12 hours a day, constantly doing other stuff on the side and spent most of my time on OSRS on my Ironman Account. Ironman is a specialty account, and it was the only way i could enjoy playing the game due to my very strict morals that originate from my...

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4:34 am EDT
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Jagex - Hacked and banned

Account was hacked, banned for botting, then appeal DENIED! So I lost my account a little over a month ago and couldn’t figure out how to contact support. Every time I tried logging in it said I would need to use my Authenticator to log in, with the issue being I have never set one up, so it was obvious to me someone stole my account. About a week ago I...

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3:01 pm EDT
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Jagex - False ban

I have been playing runescape since 2017 and have been solely focused on playing that and never had problems. Always followed the rules, took a short break every now and then. It came to a point where I play 1 main account and 7 alternate accounts that I use to do minimal effort activities that require 1 click per 5 minutes. Aug 2023, I started to play...

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8:43 pm EDT

Jagex oldschool runescape castle wars cheating/rigging

There is a player that goes by the name "snipe". He has been rigging the games with his clan to always win by stacking for years in world 334. Im comming here now as a last resort, can you please do something about him? Might i suggest making it always be random teams like soulwars? We are The Castle Wars Community (or CWC) and would very much like to have our theme world back to order. The games are totally unplayable and he gloats about it. You have banned him before for using the castlewars cheat client in soulwars as "duno" for doing exactly the same thing hes doing now. but why are we ignored? Do cwers not matter? We play the game just as much as anyone else and work 2x as hard to be shut down by some kid who cant play correctly so he has to cheat. Does that really seem fair Mod Ash?

Sincerly,

CWC

Desired outcome: Mac ban on the account "snipe" or make castle wars random portal only

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8:12 am EDT
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Jagex - Old school runescape

False bans are rampant and unless you are a youtuber or streamer who can kick up a fuss, you won't get unbanned. There isn't even a proper support system in place for players to reach out to appeal their bans except an automated service that just rejects the appeal. I was banned on July the 26th, I submitted an appeal which was automatically denied within...

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3:12 pm EDT
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Jagex Old School RuneScape

This company has essentially non-existent customer service.

My prized childhood account was hijacked in the spring (April 2023) and hit with a Macroing Major ban. As soon I received notice of this I attempted to reach out to customer service. When I didn't hear back after repeated attempts, I reluctantly (and desperately) decided to file and appeal to have the wrongful ban overturned. The only way I might actually receive a human response response from this company, right? Wrong. Years of hard work on this account down the drain, no communication, and completely iced out.

As a paying customer for the last 15+ years I expect better communication from such a long-standing organization.

Jagex prides itself on "community building" but invests little to no effort into helping the players in situations like this.

Desired outcome: I would like to regain access to my account and continue enjoying Old School RuneScape.

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5:59 pm EDT

Jagex Wrongfully banned

Hello my account Rs Jen was stolen and perm banned for macro I’ve been trying to reach out for the past 2 years or so via twitter,email,letters with no response or help I would like my account to be reviewed please there is no way the Marco was me as you should see from the dates of recovering my account back 90% of the time I play mobile only spent a hell a lot of time onto my account I wouldn’t do anything to lose that I just would like to play it again so please help me thanks in advance.

Desired outcome: Reviewed

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2:13 am EDT

Jagex Almost 5 years still banned!

Back around 2019 time, I was fully banned on my main "POH J" and another account which was an alt account "Johno R"

I firmly believe these accounts should be unbanned as there was no other offence on the accounts and I do feel the punishment was a little harsh but decided to wait 3 years and re appeal..to my surprise I'm still banned.

I am currently trying to expose bots in 330 and have sent you a tip off email and I think it's only fair now that you unban those two accounts.

I would also like to mention that I've been highly targeted In your game on my "JohnoR" account.

Players have made impersonated accountants, called me names and trolled with no action being taken.

It's no wonder I'm angry..and let's not even talk about the amount of scammers, bots and more in world 330 osrs.

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6:14 pm EDT

Jagex Runescape 3

Hello, I contacted customer support, directly because nothing else worked, I cannot login into my account. I made a new account and bound it with steam, I did not name my character yet, I wanted my old name "Micayla" back, I provided screenshots and info. no help what so ever, they looked at it and stopped replying. I thought its customer service, bad service.

Desired outcome: Please email me back to my support ticket at [protected]@gmail.comrequest (4346595)my steam profile which my new account is bound to: https://steamcommunity.com/profiles/76561198826606689/

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7:59 am EDT
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Jagex Banned my hacked main on first offence and refuses to even look

I got hacked when I left for the military and my mom sold my pc, the hacker then botted anglerfish on my maxed main almost all 99's and got me banned when I came home I tried to appeal thinking yes I might finally get my account back only for jagex to say "lolno" in my appeal, seems shady given I was trying to pk dmers all day in pvp worlds.. Not fair at all no help everyone that's reached out at all have been rude and unhelpful seems like a cash grab having me restart 3 years progres.

Desired outcome: review on ban or full refund of all membership keys and bonds on the account.

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11:18 am EDT
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Jagex Jagex customer support - nonexistent

Currently have 2 open tickets with Jagex, first one starting Jan 8th and second started on March 15th. Neither of these have had any response to this day. Zero.

Tried opening another ticket and it was instantly closed with no response nor explanation.

How can a company operate like this? It's genuinely flabbergasting to me how they can stay in business like this. I'm a new player to their games but i've already moved on to other games since this "support" is unacceptable.

Desired outcome: At this point there is no outcome i would like - they've already burned the bridge and there is no chance i go back to any of their games.

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1:33 am EDT
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Jagex access to my account

this has been going on for a while I'm trying to get back into RuneScape i no long have the email i changed the email to where i can still pay my membership and i remember the password to the account but google authenticator wants to give me a 6 digit code every code that it gives doesn't work is there anything that can be done about this given i still know the password and can still pay for membership

Desired outcome: i just want access to my account back

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3:03 pm EST

Jagex runescape

I havent played runescape for like 10 years. I use to have a friend i played with his name was paul ritchie and i logged into my account from his computer like 5 years ago to show him how much i progressed in my account and i think he accessed my account after that and began playing and doing whatever he did to get my account banned. I really want to start playing again on my old account but it sais im permanently banned and i dont know what to do. How can i prove it was someone else on my account and not me I worked for years to have a very high strength level i think it was 92 when i quit playing. My account name was purexskater and i spent pretty much all of my time playing in pvp in the wilderness. I had alot of coins and rune scimtars and r2h. Please help me get my account back. my email is [protected]@gmail.com

Desired outcome: to have my account back

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2:03 pm EST

Jagex Banned

Goolomo. Laura.[protected]@gmail.com 08-Feb-2023 With this account i always play on phone, i use my computer 2 3 time meybe on this account. And that day when i want play have major macroing ban. I dont know how can it be. Meybe when i first time use 3rd party software my computer was broken and other ppl can use my acc idk. First time have bot busting moderate 19-Apr-2022 and i will change i read the rules, termz and dont use bot anymore.i apology for my mistakes. I want play with my old account... Sorry for your time. And thanks.

Desired outcome: I apology for my mistakes. Meybe you uderstand me. I use other account now but not funny to play when need grind day by days until i will reach my old account.

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4:27 am EST
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Jagex Concerned parent

I am writing as a concerned parent.

As I understand, my son had written a letter to you dated 5th February 2023, regarding access to his game account, with no response. While I don’t fully understand the situation, I do know he has done something he shouldn’t have. Using something called a ‘client’ when informed about it from another player. He had been using this for a small amount of time, then shortly after got blocked from his game account.

My son is diagnosed with Autism and struggles with day to day life. Managing his emotions and anxiety comes as a challenge and is very different from how others would manage theirs.

I am worried about his mental health and current stability, and how blocking him access to play his game is affecting him.

He hyper focuses on things and obsesses when something bad happens which he can’t resolve, this is part of his Autism.

The game has been an enormous part of his life since a young age, playing on many different characters and versions of the game. He has played for a very long time and it has always provided him comfort when struggling, immensely helping him in terms of reducing anxiety, changing focus and relaxing.

He struggles in the outside world, doesn’t have any real friends and isn’t confident in the ways others are. This game has provided him with a way to make friends, talk and interact with others and play the game together.

From what I understand, the game community is very positive and friendly, as where the friends he had made and spoke to on a daily basis when he could.

The last few months I have been increasingly concerned, he has a new job and I worry about the stability of it. He has become disengaged and has a lack of interest for most things. Continually talking about the situation with his game account. He has become, for lack of a better word, depressed.

He says he had acquired a lot of rare items from ‘raiding’, obtained rare ‘pets’ and made relations with people he (and myself) never thought he would.

He has been blocked for a year now, which has taken its toll. I think this is a substantial amount of time as a form of punishment, in which I can ensure you he has learnt his lesson.

As such, I would hope we could resolve or come to some agreement in which he can play his game account again and get back in touch with his friends.

I can personally guarantee he will not do this again, I cannot express the number of times he has said how much he regrets it and how stupid he was. Not to mention putting myself through all this stress and worry.

Please show a little empathy and give him a final chance. This means so much to him, and myself. I know from researching, players have been given a 'last chance' to prove themselves and show they can adhere to the rules.

Desired outcome: Unblock my sons account, so he can return to his safe place and play with his friends.

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Update by Kay_O77
Jul 22, 2023 3:49 pm EDT

Absolutely disgraceful customer service and duty of care to vulnerable people. Still having to deal with persistent outbursts due to this.

I thought this was a popular game, shouldn’t the player support base be a little more connected to the community. Shame on you.

Update by Kay_O77
Feb 22, 2023 6:51 am EST

Still no update, getting any sort of help from support seems very difficult. Quite disappointing.

Hopefully we can get through and resolve this.

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