[2023] Jagex got me hacked and lost 2.7B

I wanted to post a clarification here as I am the Player Support Manager for Old School.

The agent that dealt with this situation has reflected on the correspondence they wrote, and they fully accept that some of the terminology they used was misleading and did not clearly disclose the reasoning behind our decision-making process.

When this situation was first brought to our attention we arranged for anti-cheating specialists to track the wealth that had been taken from the account by the hijacker. This team were able to find the accounts involved and ban them, and because of the bans, we were able to remove 900 million from the economy.

Unfortunately, the majority of the wealth had moved on between many accounts and at that point in time was sitting with accounts that were likely innocent, or for other reasons, could not be reclaimed.

The Player Support agent explained all of this to a senior member of the Old School team and sought authorisation to return the lost wealth, in the context that the account had been hijacked due to human error by a member of staff processing a malicious account recovery request.

The Old School Mod was mindful about returning wealth into the game economy that we had not been able to successfully recover, but was also acutely aware of the frustration and experience that the hijacked player had been through.

As a compromise it was agreed that we could double the amount we had recovered and return 1.8 billion. Although this wasn't the full amount lost, the agent believed this was a fair resolution and would be well received by the player.

In their subsequent correspondence with the player the reasoning was not clear and it was implied there had been some sort of ‘battle’ from the agent ‘fighting for the player’ against the Old School team. This was not factually accurate, and the agent involved has apologised to the Old School team for giving that incorrect perception.

Clearly this is not the agent’s finest hour, and although I believe they always had the players interest at heart, I am assured they have learned from this and will do all they can to be transparent in future responses.

I’ve also spoken again with the Old School team today, and given all that has happened we’d like to put things right, and as such I have arranged for the remaining GP (delivered as Platinum Tokens) to be returned to the account today to more accurately reflect the total value lost through the hijacking.

The return was done yesterday as Plat Tokens, let me double check

edit: checked and we can see them on your account.

Thanks for confirming.