Hello.

 

I am currently a mostly inactive Runescape player, but I maintain an active membership subscription to keep my $5 monthly rate (plus I like to log in once in a while to while to tinker around).

 

In March of this year, I had a credit card issue where my credit card company experienced a data security breach and as such they decided to reissue me a new credit card and deactivate my old one.  Since I was in the middle of moving when this occurred, my mind was preoccupied with other matters and I forgot to update my credit card billing information with Jagex which led to my character losing membership status for about a week.

 

I was able to reinstate payment in time to preserve my grandfathered rate; however, I was wondering if this momentary lapse in membership would disqualify me from getting my crown of loyalty (4 year).  I have kept my membership active for the last 5 years (with this one exception) and I have received all of my crowns of loyalty until now.  Will I have to start over now and wait another 4 years to get my next crown? If so, that is quite disappointing...

 

~Numismaster

Unfortunately, it looks like there is no grace period for the milestone items:

 

 

2. What do I lose if I do not renew my membership the moment it expires?

 

If membership is not renewed before membership expires, you will lose your eligibility for bonus points, not to mention break your streak to qualify for the milestone items. Everyone is encouraged to renew their memberships as early as possible, or take out recurring membership. Take a look above for full details.

 

Source.

 

I'm not sure how empathetic they might be since your credit card company was having issues, but it probably wouldn't hurt to contact them through Payment Support and explain the situation anyway. I wouldn't get hopes up too high though, just something to try.

Thank you, I appreciate the response.  I will try to contact Jagex about it.  Even if it can't be fixed, at least I will know now where I stand.

Unfortunately, it looks like there is no grace period for the milestone items:

 

2. What do I lose if I do not renew my membership the moment it expires?

 

If membership is not renewed before membership expires, you will lose your eligibility for bonus points, not to mention break your streak to qualify for the milestone items. Everyone is encouraged to renew their memberships as early as possible, or take out recurring membership. Take a look above for full details.

 

Source.

 

I'm not sure how empathetic they might be since your credit card company was having issues, but it probably wouldn't hurt to contact them through Payment Support and explain the situation anyway. I wouldn't get hopes up too high though, just something to try.

 

Odd, I wasn't able to get 4-year crown, but I still kept my bonus loyalty points.

Membership out for about a week, same as Numismaster, renewed before my $5 monthly rate expired.

Well, it looks like the answer is spelled out pretty clearly in the Members Loyalty Programme article that Arceus referenced...

 

 

 

Milestone Items

For every consecutive year of membership, you will unlock a milestone item. This relies on continuous membership and resets to the start if you break your membership streak at any time. As an extreme example, if you have the 3 year milestone item unlocked and then lose your membership streak, you will not get the year 4 item for another 4 years.

 

Darn...

UPDATE:

 

I wrote to Jagex regarding this issue and they replied within a day.  Mod Base was very kind and he worked with my account to restore my loyalty streak as a "one-off gesture of goodwill".  I know Jagex catches a lot of flack for bad customer service and not caring about the players, but in this case my experience was very positive and productive.

Brilliant!

Glad to hear it, congrats :).

Honestly, I've never really seen the bad side of the Customer Service of Jagex from my experiences with them thus far. They take a lot of criticism and I think huge part of that is unwarranted. But you know what they say, the bad overshades the good.

Where did you go to write to them? I'm interested. All the pages that could be relevant to that in their support website direct me to F.A.Qs that never actually help solve the problem you need solved.

 

Where did you go to write to them? I'm interested. All the pages that could be relevant to that in their support website direct me to F.A.Qs that never actually help solve the problem you need solved.

 

 

I used the link that Arceus provided which referred me to the payment support team (see below).

 

 

 

I'm not sure how empathetic they might be since your credit card company was having issues, but it probably wouldn't hurt to contact them through Payment Support and explain the situation anyway. I wouldn't get hopes up too high though, just something to try.

Lol derp

 

Well I dug through the support section and found a subject that was the most closely related to the problem that allowed me to open a ticket and contact them, so I sent a message that way.

Got my reply and apparently "they can't help because it's an automated system so we can't change it k lol bye, now stay subscribed for 4 years if you want your crown" (that last part added by me)

TBH, most of the flack they get is "i was banned and they wont unban me"

 

 

On the topic of bans, they are horrible. If you were falsely banned, best start a new account.

 

But for anything account or payment related, they are fantastic

I replied telling them that I had someone else with the same problem as I had and they were able to get it fixed, and then the JMod who had contacted me said they looked with the billing people and they fixed it.

TBH, most of the flack they get is "i was banned and they wont unban me"

 

 

On the topic of bans, they are horrible. If you were falsely banned, best start a new account.

 

But for anything account or payment related, they are fantastic

 

Actually I was falsely banned once. Got unbanned 4 hours later, after contacting Jagex.

 

TBH, most of the flack they get is "i was banned and they wont unban me"

 

 

On the topic of bans, they are horrible. If you were falsely banned, best start a new account.

 

But for anything account or payment related, they are fantastic

 

Actually I was falsely banned once. Got unbanned 4 hours later, after contacting Jagex.

 

You're one of the lucky ones, though.

 

 

TBH, most of the flack they get is "i was banned and they wont unban me"

 

 

On the topic of bans, they are horrible. If you were falsely banned, best start a new account.

 

But for anything account or payment related, they are fantastic

 

Actually I was falsely banned once. Got unbanned 4 hours later, after contacting Jagex.

 

You're one of the lucky ones, though.

 

 

About 95% of the lot that got banned in that instance and for the same reason, got unbanned.

 

 

TBH, most of the flack they get is "i was banned and they wont unban me"

 

 

On the topic of bans, they are horrible. If you were falsely banned, best start a new account.

 

But for anything account or payment related, they are fantastic

 

Actually I was falsely banned once. Got unbanned 4 hours later, after contacting Jagex.

 

You're one of the lucky ones, though.

 

The problem with identifying real false banned people is that many people that complain that they are falsely banned are actually banned for the real deal... There is no way for us to tell if they have ever botted and thus no way to make statistics out of it.

Well I was banned under the assumption that I was a RWT'er simply because I was on the friends list of one. Basically everyone on his friends list got banned for the same thing. Many of us lashed out on Jagex for making such an assumption and we all gathered together to fill in a complaint and tweeted to Jagex Support. The forums where also used and the F-mod had a hard time of locking the threads simply because they had no real content that were lockable under the forum rules. I think we got up to page 20 ish before a Jagex moderator posted and locked the thread. Shortly after our accounts started to get released again, with no refund or anything =C. They said they simply locked the accounts in an investigation. I then wonder why they do not have a "Locked for investigation" message instead of a ban message. Would be soo much better.