Hi there**I have just returned home from work to find my teenage son (who is Autistic...

GetHuman3177147's customer service issue with Jagex Ltd. from July 2019

Help with my Jagex Ltd. issue
The issue in GetHuman3177147's own words
Hi there**I have just returned home from work to find my teenage son (who is Autistic) in floods of tears because his Runescape account is banned due to apparent Macroing in OldSchool Runescape. Firstly, he has never played OldSchool and secondly, he plays using my own personal computer which has no program on it which would enable Macroing. He played the current Runescape game yesterday with no problems whatsoever and was taking part in an event called 'Breaking The Storm'. He came back from school today and switched on the game and immediately the following messages popped up:**‘Permanently banned*Due to the nature of the offence(s) you have committed, your account has been permanently banned.*List Of Offences*Your account has the following offences recorded.*Date **-Jul-*****Offence Macroing Major (ban)*Status Not Appealable*Game: RuneScape*Offence Evidence Evidence Type: Jagex Moderator Comment**Account banned for macroing in OldSchool. Our macro detection system has been monitoring your account closely and has detected that you are using illegal *rd party software which violates the rules of the game and breaches your terms of service with Jagex. Our team have reviewed the evidence and can confirm that you were using illegal botting software. Jagex are able to accurately detect all illegal *rd party software and any promises from their makers about being 'totally undetectable' or 'no ban guaranteed' are inaccurate. As such your account has been permanently removed from game. Please take this time to familiarise yourself with the rules should you wish to create another account.**I would like you please to enlighten me on what this 'illegal botting software' is that apparently is on our home computer.**My son has literally spent thousands of hours playing Runescape and it is a source of stress relief for him which helps with his Autism. I am the person who pays for the subscription, so I would like to know what will be happening by means of resolution to this issue. He has definitely not broken any rules and so this must be an error within Runescape. I would like this issue fully resolved, with compensation if my son cannot have the ban lifted due to an error which was not his fault. I would be very happy to speak to you and my contact number is ************.**Yours sincerely**Ms Joanne Davis

GetHuman3177147 did not yet indicate what Jagex Ltd. should do to make this right.

How GetHuman3177147 fixed the problem
Jagex responded to my son who appealed through a support ticket via the game. We are so pleased this has been resolved and he has his full account back with all his stats. Thank you for your help.
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Jagex Ltd.

Customer service issue
Reported by GetHuman3177147
Jul 1st, 2019 - 2 years ago
Fixed
GetHuman3177147 shared how to fix
Seen by 101 customers so far
Similar issue to 454 others
0 customers following this
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Timeline

GetHuman3177147 started working on this issue
Jul 1st, 2019 4:41pm
GetHuman3177147 indicated the issue is not fixed yet.
Jul 2nd, 2019 3:36pm
GetHuman3177147 shared this issue with followers on Twitter
Jul 2nd, 2019 3:37pm
GetHuman3177147 indicated the issue is not fixed yet.
Jul 2nd, 2019 3:38pm
GetHuman3177147 indicated the issue is not fixed yet.
Jul 2nd, 2019 3:38pm
GetHuman3177147 indicated the issue is not fixed yet.
Jul 2nd, 2019 5:09pm
GetHuman3177147 confirmed the issue is fixed. Hooray!
Jul 4th, 2019 4:56pm

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