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Jagex robbed me

Quick find code: 410-411-68-66140676

Arju
Oct Member 2019

Arju

Posts: 7Bronze Posts by user Forum Profile RuneMetrics Profile
Yesterday, 27th of January I cancelled my monthly subscription to osrs which I was paying from my phone(credit) via SMS and about five minutes later bought a new subscription, on the same account, this account. Except 6 hours later when the last day of my old subscription (the one I'd just cancelled) ran out, I was surprised to find that my new days have not been added. Yet my phone has been charged £6.99 or however much it is. The Google play store for some reason says that my 1 month active subscription renews on the 27th of January and began on the 27th of January. Today is the 28th. So, wtf? Even though I cancelled that subscription, and received a confirmation email from Jagex letting me know that it was cancelled, started the new subscription, was charged money, which Jagex then emailed me saying they'd 'accepted my payment and updated my account'(which I now know was an automated lie, because they haven't updated my account nor have they accepted my payment). My membership status is stuck on 'attempting payment' on this website. On Google play store it still tells me my old subscription is active, yet that it began from the day I cancelled it. So it's as if both my subscriptions have been combined into one, I don't want to cancel it before it's days have been added to my account because then I may have just wasted £7. I also cannot purchase another subscription because it says I already have an active one. I'm stuck in limbo someone plz help?

New information: I read somewhere on payment support on this website that my new days would not be added if I still had am active subscription with Google play store, so... Now I've cancelled that, which turns out it was the new one, calling itself the old one... So now I've basically cancelled my new subscription before it has even started. Yet I've been charged money. So, what's happening? my message centre/phone credit is now the only proof I have that I've bought these days.

28-Jan-2020 11:41:41

Arju
Oct Member 2019

Arju

Posts: 7Bronze Posts by user Forum Profile RuneMetrics Profile
The Jagex game studio part of the website did display the correct information regarding my subscription. It said under 'agreement management' that my new subscription began 27th January and would be rebilled 20-something of February. But now, since I've cancelled my botched playstore subscription (Jagex says I don't have any active agreements). They never bloody added my days. I feared this would happen. That if I followed what the support tells me (on this website), then I'll end up cancelling what I've just bought before my account has even been updated with days, in order to allow those days to be added. Sounds ridiculous, but it's what's happened.

28-Jan-2020 11:49:18

Arju
Oct Member 2019

Arju

Posts: 7Bronze Posts by user Forum Profile RuneMetrics Profile
I've been waiting more than 24 hours now since I purchased this botched month sub. Which I have now cancelled, yet, my account, although having received messages from Jagex confirming that everything's in order, has not been updated with membership. Membership status on this website has been stuck on 'attempting payment' and when I've followed the link 'manage subscriptions', and went to the Jagex game studio website, it said everything was in order. This is the shortest way I can attempt to explain what I think has happened:

Cancelled a subscription through Google play (failed, or lagged)
Instantly bought another one (five minutes later)
Technical issue happens, conflicting information (or whatever)
Waited 24 hours for the problem to correct itself, nothing
Followed advice on this website, cancelled the subscription I instantly bought
Now I'm £7 down and I have no OSRS membership status.

Also, getting quite annoyed as I can't seem to get a decent answer for this, I don't even know 'where' or 'what' to call this issue so I've been writing this non-stop in these forums and being locked and moved on because I'm not writing about it in the right place, so then I have to explain again, and again, it's my money that's gone.

28-Jan-2020 12:04:58

Malua
May Member 2006

Malua

Posts: 34,053Sapphire Posts by user Forum Profile RuneMetrics Profile
Hi there
Arju


If you intend to cancel an auto-renewing subscription, you need to cancel at least three days before it runs out.
If you don't cancel early enough, Jagex can end up taking another months payment when you don't want them to.
If this happens, you need to lodge a refund request from the contact point on the Refunds support page.

Next point: If paying through a mobile app, it can take up to 24 hours for your account to update with the membership.

Next point: If you cancelled the membership ordered through the Google store, you will receive the money back. Keep checking your bank account.

Next point: you can't swap straight across from one payment system to another payment system. The website payment system and the mobile app payment system are not compatible with each other.
If you want to swap from one to the other, you have to allow your account to return to F2p and be fully updated as a F2p before you can make a successful purchase through the other payment system.

I recommend you give it another day or two to see what happens or what gets resolved.
See if your money arrives back in your bank account.
Keep checking your Messages tab in account management to see if there are any new messages from Jagex' Billing Support.
Work through the Common Mobile Payment Issues support page, in particular the "Membership / Item not added to account" section.
Forum Community Helper -
Information about the Community Helper Team

28-Jan-2020 13:00:16

Arju
Oct Member 2019

Arju

Posts: 7Bronze Posts by user Forum Profile RuneMetrics Profile
Ahh, whaddaya know! Just this moment seen a refund to my mobile phone credit. My account is F2P, has been for about 30 hours now. Do you think it's safe to try and re-subscribe now?? Haha, or would you still suggest waiting a couple of more days? :s I haven't received any messages from Jagex.

28-Jan-2020 13:45:14 - Last edited on 28-Jan-2020 13:47:28 by Arju

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