Hi,

We've now reviewed this account in relation to the situation outlined. I am entirely confident that the current status of this account in terms of the account being frozen with an unpaid balance is exactly right. That said, I completely understand why the account holder doesn't feel this is right, as it has been caused by a number of transaction situations that have impacted on each other.

Obviously it would be inappropriate to outline in detail the actual transactions, how they were processed and the handling of them by ourselves and the bank. However, we have sent an email to the account owner, listing in detail each individual transaction and whether it has been pre-authorised but not taken, declined, accepted, refunded or disputed. The account owner should be able to use this information and cross reference their bank details to confirm.

We've had previous correspondence with the OP relating to this issue, but the situation changes as time goes by and each transaction is handled in a different way, or is impacted by actions taken by the bank.

All transactions are now finalised, so we've broken this down for the OP in our message and we've also included some information the account holder needs to be aware of, which in turn also explains the current position. It would be useful for me to be able to outline what that information is here, but I can't do that and maintain integrity, given it is a financial issue.

To be clear, and for the benefit of readers, Jagex have not:

• Received money and not supplied the purchase
• Refused to refund any transaction
• Declined any bank disputes raised
• Placed the account into debt unnecessarily

Again, I can totally understand the confusion in this particular case, as it is driven by a number of transaction outcomes in a similar time period for similar amounts.

Although the current level of unpaid balance attributed to the game account is correct, it's not lost on us that this is a complex situation for the account holder to fully comprehend, I hope our private message will help clarify things.

To help the OP get back to their gaming as quickly and easily as possible, we've now removed all our bank charges from the outstanding balance and reduced the unpaid balance even further as a one off gesture of goodwill. Although the full unpaid balance is correct, we do recognise the complexity of this case and are happy to help OP get things sorted once and for all.

Naturally, the message we've sent OP has much more detail and of course has a reply option, should further detail or clarification be needed.

Edit: since posting this the OP has replied to our ticket with further questions and a billing expert is putting together the info requested

Hi,

We've now reviewed this account in relation to the situation outlined. I am entirely confident that the current status of this account in terms of the account being frozen with an unpaid balance is exactly right. That said, I completely understand why the account holder doesn't feel this is right, as it has been caused by a number of transaction situations that have impacted on each other.

Obviously it would be inappropriate to outline in detail the actual transactions, how they were processed and the handling of them by ourselves and the bank. However, we have sent an email to the account owner, listing in detail each individual transaction and whether it has been pre-authorised but not taken, declined, accepted, refunded or disputed. The account owner should be able to use this information and cross reference their bank details to confirm.

We've had previous correspondence with the OP relating to this issue, but the situation changes as time goes by and each transaction is handled in a different way, or is impacted by actions taken by the bank.

All transactions are now finalised, so we've broken this down for the OP in our message and we've also included some information the account holder needs to be aware of, which in turn also explains the current position. It would be useful for me to be able to outline what that information is here, but I can't do that and maintain integrity, given it is a financial issue.

To be clear, and for the benefit of readers, Jagex have not:

*Received money and not supplied the purchase *Refused to refund any transaction *Declined any bank disputes raised *Placed the account into debt unnecessarily

Again, I can totally understand the confusion in this particular case, as it is driven by a number of transaction outcomes in a similar time period for similar amounts.

Although the current level of unpaid balance attributed to the game account is correct, it's not lost on us that this is a complex situation for the account holder to fully comprehend, I hope our private message will help clarify things.

To help the OP get back to their gaming as quickly and easily as possible, we've now removed all our bank charges from the outstanding balance and reduced the unpaid balance even further as a one off gesture of goodwill. Although the full unpaid balance is correct, we do recognise the complexity of this case and are happy to help OP get things sorted once and for all.

Naturally, the message we've sent OP has much more detail and of course has a reply option, should further detail or clarification be needed.

(note: this response is copied from another sub, for the same topic)

Not at all, if I was the OP I would probably feel the same.

I wouldn't say 'fault', more understandable confusion

It's more complex than that but it is a mixture of pre authorisation (funds ringfenced but don't actually leave the bank account), successful transactions, refunds, returned pre auth amounts and disputes raised by the bank.

For clarity, we don't believe there is anything 'sketchy' about OP and do not wish to imply that in any way, it is a combination of transaction processes that has caused the issue.

We already had an ongoing dialogue with the OP through their tickets, we responded here to help assure people that the ticket was being dealt with and to clarify with readers that this player had not been treated unfairly.