Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** sent over 12+ appeals because my account got disabled for being underage *** wrote MULTIPLE essays to them about it and it still responds with the same thing and somehow says i dont have the same email the email for that account is ********************** i really need the account back i spent money on it all i did was say i was 9 as a joke and i still got disabled EVEN when i got disabled on that same account and appealed and it worked perfectly fine the nelly *** keeps responding with no on every thing on the appeal?? i am 15 and not 9 im not underage the age laws here in ***** r ******************************************************************************************************************************************** i need my account back

  

  Business Response

  Date: 06/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/19/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21864550
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* i have been sending tickets since june 1st 2024 and all of them say solved with no under everything even when i sent proofs and paragraphs explaining everything my friend also got disabled and got his account back after 2 days , so whats the issue . i just want my account back before it gets deleted i spent money on it please just review my appeals i want a human to do it not a bot 

  

  Business Response

  Date: 06/20/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/20/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:06/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am contacting on behalf of my child *******, he has gotten his Discord account disabled for being underaged when he is not underaged. He was joking around and suddenly one night he got banned. He is 16 years old. He made a ticket about 13 days ago with full proof of him being over the age of 13 and there has been no response yet. So please get back to him and enable his account before it gets deleted. The ticket ID is ********

  

  Business Response

  Date: 06/19/2024

  As of 6/19/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21855782
  
  I am rejecting this response because: It says that my sons ticket has been "Solved" yet he is still suspended for being "underage", his tickets have clear proof of him being over the age of 16 yet he is still suspended. Please recheck his ticket #******** which provides clear proof. Proof of the ticket being "Solved" and the discord account still being suspended is attached.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/20/2024

  As of 6/20/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21855782
  
  I am rejecting this response because: This answer is not helpful, my sons email which is where he made ticket  #******** from is still unhandled and he is still suspeneded. It was from his email *********************** Also, please respond fast so his account doesnt automatically get deleted
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subscribed to their "Nitro Basic" to be able to add a banner picture only to find out that you have to go with the highest level of the Nitro product for the option to update the banner.Requested they refund the money since I had literally signed up for Nitro Basic. They refused. I cancelled the service and again requested the refund, they have not responded.

  

  Business Response

  Date: 06/14/2024

  As of 6/14/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21844249
  
  I am rejecting this response because: The email address associated with the Discord account is ****************************.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/19/2024

  As of 6/19/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21844249
  
  I am rejecting this response because: as advised before, the email address associated with the complaint is *******************
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few weeks ago my discord account, NEWYRSRESOLUTIONJIMIN got banned for being underage. I'm really disappointed as the wait time was around 2-3 days. I've waited over 2 weeks and I haven't received anything, even though I provided everything they wanted. I can't say I recommend discord to anyone, as their support is very lacking and as someone who's been buying nitro for the past 4 years straight I'd expect a bit better

  

  Business Response

  Date: 06/12/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/12/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21831612
  
  I am rejecting this response because: I believe that either there shouldn't be an estimated 1-2 day response time, or that there should be more people hired to handle these tickets. Clearly the support is lacking if there aren't enough people to resolve tickets within 2 weeks.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/20/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/20/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:06/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made so many tickets trying to get you guys to reply. I need this account, I have all of my information on my account. I tried to appeal, so many times, and everytime I send an appeal, you guys reply in 2 hours or something, but when I reply to you, you don't even respond. I can't even update my age due to being disabled and my username most probably will not even get recognized. When I was talking to 86_support to prove my innocence, my finger slipped and pressed the wrong number, I didn't realize until it was too late. I got falsely disabled, the person who reported me even reached out and tried to help, but I got banned mid-way.

  

  Business Response

  Date: 06/11/2024

  We are currently experiencing a higher than usual ticket volume. As of 06/11/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21825825
  
  I am rejecting this response because: I have sent multiple tickets and all I have gotten is "However, it doesn't look like there is a banned account associated with the email address you're writing in from, so there isn't anything we can do to help you here." I have sent my phone number, and all my past email addreses. The email address was used before, but it got changed to the one 86_support sent me. And again, I had a typo. I need this account, please, it has many of my information on it.
  
  Sincerely, 
  
  *****************************

  

  Business Response

  Date: 06/12/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/12/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21825825
  
  I am rejecting this response because: My account has been disabled for nearly a week now, and as I have stated before, I have sent multiple tickets. The bot won't even recognize my number/email since my account has been disabled, so I can't even do anything about it. And again, I need this account since it has a lot of my personal information in a server.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord has not yet responded to any of my replies, I am trying to get my account back which has been falsely disabled. I am getting worried each day that my account will be deleted.

  

  Business Response

  Date: 06/11/2024

  As of 06/11/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is about issuing a complaint against Discord for their lack of assistance and attention towards a dire situation. I was scammed by someone who impersonated a Discord staff, got hacked, and lost my account on May 22nd, 2024. Ive issued a ticket for Discord Support and its been weeks since theyve attended to me. My issue is dire because the scammer is impersonating me and trying to hack into my friends accounts by making them change their email. Thats how I lost my account. At this time ********************** has failed to get back to me showing their lack of concern for their users situations. I want them to be hold accountable for terrible customer services. I lost $210.04 but my bank has issued the money back and currently investigating the matter.

  

  Business Response

  Date: 06/11/2024

  On 05/27/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
  
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now closed.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  In situations like this, a responder MUST be willing to go above and beyond to ensure hacked accounts are retrieved no matter the circumstances. This can include hiring an ETHICAL HACKER to hack the account back OR be willing to make exceptions regarding the security protocols. Matter of fact, I am not the only person who has had their account hacked by someone IMPERSONATING AS A DISCORD STAFF. Why isn't there a response to that? 

  The "Trust and Safety" team is a JOKE. You do not care to tend to customers' hacked accounts. There is a reason why this business only has a 1.3 stars out of 5. That speaks a lot for the crappy customer service. Start firing unempathetic employers and actually hire ones who care about helping those get their account back!!

  The screenshot provided is the closest code I can get when I ended up changing my email. I don't know what the 2fa codes look like nor do I remember receiving them when I signed up for it. That's why I'm asking for you to DISABLE it. I am the ***** of this account. More and more people are going to lose their account if someone doesn't step up and do something. 

  Put yourself in my shoes. If you had an account you've made memories with and had it for years and one day got it hacked, are you going to simply think, "Ah yeah, let's just delete it and make a new one, no problem, and let the scammer go running loose." Again, tell me why you are not responding to a scammer IMPERSONATING A DISCORD STAFF? The lack of response is very telling. It SHOULD NOT have to take for a consumer to file a complaint just to get a RESPONSE. 

  Or are you just a cheap company afraid to go bankrupt despite running a platform filled with thousands of users? It is EXTREMELY misleading to state "We got your back" and IGNORE TICKETS. The scammer's email that he uses to scam people is ********************* Get an ethical hacker to look inside that account and see if there may be something useful to get my s*** back. THAT is what it means to go ABOVE AND BEYOND. 

  FORGET ABOUT SECURITY ONCE THE ***** HAS VERFIED THEMSELVES. THIS IS LITERALLY THE EQUIVALENT TO A HOME***** GETTING LOCKED OUT OF THEIR OWN HOUSE. A SCAMMER HAS MY HACKED AND IS MESSAGING THE PEOPLE ON MY LIST PRETENDING TO BE ME AND TRYING TO HACK INTO PEOPLE'S ACCOUNTS BY PULLING THE SAME FAKE SCAM STORY. 

  On the behalf as an owner of the account **************** I am asking to disable the 2FA. For any more questions relating to my identification I am willing to provide. OR figure out what the code is and get inside the account and provide me the log in details. There needs to be ways in order for the REAL staff to look into. Dig up SOMETHING. SIMPLY DELETING THE ACCOUNT DOESN'T SOLVE ANYTHING OTHER THAN UPSET USERS WHO HAVE HAD THEIR ACCOUNT FOR YEARS. 

  Get your heads out of your assess and DO SOMETHING. **************** is nothing but a JOKE to you. 1 out of 5 stars!! Remember that!!! 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/12/2024

  On 05/27/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
  
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now closed.
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 2*******
  
  I am rejecting this response because:
  
  Then please have a staff reach out to my account via the email they use inside my account and ask for them to disabled it. I saw a video of someone asking Discord to remove the *** in the past and its worked. Why is this time any different? Or have a staff look inside the account and tell me what the email is. The scammer has a hold of my account and ********************** is labeling my account as a spammer. Or provide new/refresh the backup code if the old one is lost? The scammer mustve set up the ***. I dont recall setting one up but if I did I dont remember where I kept the code.   

  Also please tell me what are these security reasons. At least have SOMEONE looked inside a hacked account and track down the scammer. Or does Discord not have a legal team? 
  

  Changes need to be made with these rules. More and more scammers are hacking peoples accounts and people have a right to get it back through ethical means. Disabling it should not infringe security rules if it means taking ones property back. 

  I believe more can be done but someone cant be bothered. 

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27th, 2024, my Discord account was disabled as I received a message telling me that I broke the Terms of Service on Discord. The automated email informed me that Discord believed that I was under the age of 13 for the use of the application. This is completely false, as there is no world where I am below the age of 13 (as I am legally 18 and graduated). I submitted a ticket (3 on accident but the main one being #********) to appeal this misinterpretation and still haven't received a response (even though I was told to be patient by the automated email). The email told me to provide picture proof of a selfie of me, my ID, and my ********************** account name, which I did (and I also know that the image is clear enough to see everything as I even checked it myself). However, I STILL haven't received a response from anyone, and it's been 2 WEEKS. I feel that I have waited a good amount by now and feel the need to file a BBB complaint as I have started to worry. My Discord account is VERY important to me, as it has contacts, important connections, and memories that I cannot afford to lose for a simple misinterpretation. I have done everything that I have been asked to do, but still I haven't recieved any response or tech support, which is kind of absurd at this point. I feel that there should at least be an attempt made to contact me and work with me, as this false ban/mistake shouldn't be the end of my account. With all respect, I do give my thanks for reading my rant and hopefully advancing a solution to this issue before my account is deleted. Thank you.

  

  Business Response

  Date: 06/11/2024

  We are currently experiencing a higher than usual ticket volume. As of 06/11/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21825517
  
  I am rejecting this response because:
  
  As of today, 6/15/24, the ticket was labeled "solved," yet nothing has been done to it. No one has responded to me, I have not recieved any emails, and my ticket is simply "closed for comments" even though I have done everything that I was told to do. Discord support has not yet actually helped me and no one has even tried to reach out to me, as they should, and so I am not satisfied. If the ticket is marked as solved, then I would assume that a person looked at it. If this is the case, then where is their comment or email to me about the situation. It would be best for both of us to have better communication with one another. Much appreciated.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 06/11/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 06/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was worried about the wait, but its understandable. Thank you all so much for communicating and helping me get my account back! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello yesterday on the 08/06/2024 i mistakenly clicked a malicious link on discord, giving someone access to my account, immediately i was charged $99.99, i changed my discord password immediately, and all of my emails and account passwords to various sites i had to change, after this was done i contacted paypal to get my money back, paypal were good and refunded my money within the hour, however, discord disabled my account for fraud, i opened a support email with them but sadly no response yet, the ticket number is (********) and my email is ************************* i have my refund, i just need my account to be undisabled, my account is secure again now.

  

  Business Response

  Date: 06/13/2024

  On 06/09/2024 we responded to the user via ticket #******** with, "However, if you did not authorize these charges, we have lifted the suspension on your account. For your security, we have initiated a password reset on your account. You should have received an e-mail with steps to reset your password. Once you reset your password, your account will be re-enabled.". 
  
  The ticket is now solved.

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my child got his Discord account disabled for being underaged when it is not true, he was joking around with his friends, he is 16 years of age and he created a ticket to get his account enabled with full clear proof but no one has reponded yet. Please help him get his account back before it gets deleted as it has been bothering him alot, the ticket id is #********

  

  Business Response

  Date: 06/11/2024

  As of 06/11/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.