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:09/19/2024

  Type:Billing 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.

  The account "highest" under the email ********************* and the phone number "************" has been locked for unfair reasons. This account is used for professional purposes aswell as school classes that are exclusively on discord, such as game development class on Tuesdays and Thursdays.The account was allegedly banned for spam, while no spam happened with the account. Prior to the ban, the last message was sent about 2 hours before at 7:39 PM CT, and the ban occurred on Wednesday September 18th at 9:27PM CT. Discord was quick to reply (5 minutes) to tell me I used the wrong ticket system, however they ignore me when it comes to unbanning this account.Ironically, i need this account for classes tomorrow and for professional purposes on Friday.I am asking for an unban effective immediately.

  

  Business Response

  Date: 09/20/2024

  We are currently experiencing a higher than usual ticket volume. As of 09/20/2024 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: 09/20/2024

   
  Complaint: 22307048
  
  I am rejecting this response because:

  This account should have not been suspended in the first place. I am paying for their subscription, this will remove days from my subscriptions THAT I AM PAYING FOR. Not only am I not happy with being suspended, I'm also unhappy with the rponses given. I sent another email from another account and got an answer after 2 hours. This shows they are not ignoring it "because they have more tickets than usual" but deliberately ignoring my ticket.

  This account is also used to access classes and many professional things. This ban hurts my business and prevents me from accessing my school classes for something I did not, and will never do. I had to miss class because I could not access the discord server it was in! My business's discord server now sees "user marked as spam - show message". I cannot access my own discord server.

  I need this account unbanned ASAP, this week. Not next week, not when it's too late. 

  
  Sincerely,
  
  ******* Lelong

  

  Business Response

  Date: 09/25/2024

  On 09/20/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  Thanks for writing in. It looks like you got caught in our spam filter. After further review of your situation, I've gone ahead and lifted the suspension on your Discord account at this time.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now closed.

  Customer Answer

  Date: 09/26/2024

  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,
  
  ******* Lelong

• Initial Complaint

  Date:09/18/2024

  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.

  So today i got home and i got charged ***** Dollars for Xbox Gamepass. And i was in school and i did not order this at all. I Need a refund for this right now.

  

  Business Response

  Date: 09/20/2024

  As of 09/20/2024 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22302069
  
  I am rejecting this response because: I need my money back  right now
  
  Sincerely,
  
  Krisz Krisz

  

  Business Response

  Date: 09/25/2024

  As of 09/24/2024 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

• Initial Complaint

  Date:09/18/2024

  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.

  Discord will not allow me to remove my personal phone number from their system under any circumstances. There is a remove phone number option, but it quite literally will not work unless you submit another phone number. I have since added 2-factor (2FA) authentication, and have still not been able to remove this phone number, which I am in the process of getting rid of entirely.

  

  Business Response

  Date: 09/20/2024

  On 10/02/23 we responded to the user via ticket #******** with, "If you'd like to remove the phone number from your account, you can do so through User Settings > My Account > Phone Number - Remove > Enter password to confirm the removal. If you need any further assistance, or if you have any questions, please let us know,". 
  
  The ticket is now closed.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22301700
  
  I am rejecting this response because: the customer service representative *****, quite literally told me although the removal option exists, i would not be allowed too. I am not sure why they are refusing to manually remove my cell phone number from my account. If they were genuinely interested in helping, they would do just that. Discord blatantly endlessly re-routing people to the same FAQ, which fails to remove someones personal phone number for all attempts on both desktop & mobile is tantamount to unethical business practices. I will happily upload photos of my attempts to remove my personal cell number only to be re-routed back to the same remove your number page again and again.
  
  Sincerely,
  
  A. S.

  

  Business Response

  Date: 10/02/2024

  On 10/02/23 we responded to the user via ticket #******** with, "If you'd like to remove the phone number from your account, you can do so through User Settings > My Account > Phone Number - Remove > Enter password to confirm the removal. If you need any further assistance, or if you have any questions, please let us know,". 
  
  The ticket is now closed.
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22301700
  
  I am rejecting this response because: Discord keeps endlessly looping me back through these steps. Why don't they just manually remove my phone number, I am literally proving to them that their phone number removal process is broken, yet their proposed resolution is just message independently of the BBB? Yeah, I already spent hours pursuing that route to no avail. What sort of ethically run business WON'T allow a PAYING CUSTOMER to remove a phone number. Until they manually remove my number BBB, I would highly advise against taking them at their word. From my experience, it isn't worth much if at all...

  
  Sincerely,
  
  A. S.

• Initial Complaint

  Date:09/16/2024

  Type:Order 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.

  I'm a user of ********************** app., on 4th September 2024, my account, named "bradenpruss", was suspended due to Discord taking actions on my account and suspending it cause I stated jokingly that "I'm 6" in one messages. However, Discord provides to any user right to prove that they're older than 13 by submitting tickets on their Discord Support website with proofs attached to a ticket. As stated before, I submitted tickets, fulfilling them and attaching required proofs, however, even after 12 days Discord ************** Team still didn't solved them, in fact, these tickets get marked as "solved" but they're in fact not and my suspended account is still being locked up, and after ***** days any deactivated account becomes deleted, which means total lost of all my data. In addition to that, I don't even get emails from Discord that they recived my tickets, and all submitted tickets get marked as "solved" instantly with no option to reopen them.Tickets number being #******** and #********.My issue is that Discord Support team is not reviewing tickets, which means they're not doing their job. By "finish the job" in desired solution I mean that Discord T&S Team should review my tickets, and by "repair" they should restore access to my account, since I attached all proofs, proving that I'm older than 13 and even 18.

  

  Business Response

  Date: 09/20/2024

  On 09/20/2024 we responded to the user via ticket #******** with, 
  
  "Hey there,
  
  Thanks for verifying that you're above the minimum age to use Discord. I've gone ahead and unlocked your account.
  
  If you would like to appeal any other actions taken against your account, we kindly request that you submit a new appeal by going to **********************, and selecting Appeal an action taken on my account or bot from the How can we help? dropdown menu.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 09/20/2024

  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:09/16/2024

  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.

  I have made around 5 attempts to reach Discord support through their ticket system and support system, but it is clear to me that their system has no humans running it, and is bot-run only. I cannot get a proper response or fix for the issue which has been hurting me and my server for over 8 months. I have replied to Discord support emails probably a dozen+ times asking them to help me address the issue, outlining the issue in bold and begging for them to reply to it without an automated response but have had 0 success. Stealing and selling vanity invite URLs is against Discord's TOS. 9 months ago, my Discord vanity link was stolen by a seller using Telegram to auction/sell Discord vanity URLs. After this, the sellers reached out and tried to sell my own vanity link back to me, as well as harassed me. They are an organized group of criminals who use malicious bots to steal and sell these Discord vanity links for tens of thousands of dollars each year. My vanity link was the same name as my brand involving Roblox video game development, and them stealing it has directly harmed my business because users are unable to find my server. Additionally, we also produce thousands of dollars of revenue for Discord **** through their subscription program, so they SHOULD be incentivized to assist me in retrieving this, however after each ticket I made I have not only received no help, but the actual malicious users under their own TOS are not banned or stopped, and several times I have gone to their servers to find them still selling these links for profit, as well as other offenses. The response I got was to report these users through the app itself, but this, as I VERY clearly coveyed in every ticket I made, does not solve the issue for two reasons. One, because I can still see them exisiting as far as I can see after the report. Two, I still don't have a response about the vanity link back as I have asked about in every. single. ticket.

  

  Business Response

  Date: 09/20/2024

  On 01/31/2024 we responded to the user via ticket #******** with, 
  
  "Hello, Thank you for bringing this issue to our attention. We've initiated an investigation based on the information that you provided and we'll take appropriate action based on our findings. Please note that for privacy reasons, we're not able to share the specifics of the action taken, if any. If you haven't already, please consider blocking them so they're no longer able to communicate with you. Instructions on how to do so can be found [here](****************************************************************************************************). Additionally, if you share a server, we'd recommend talking with your server admin about this situation for them to appropriately moderate the user. We truly appreciate your efforts in helping us to keep Discord a safe and friendly environment. Sincerely, Discord Trust & Safety,". 
  
  The ticket is now closed.
  

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22294124
  
  I am rejecting this response because:

  The business failed to address my concerns, completely ignored the purpose/request of my complaint, and responded with an automatically generated bot response which I have actually seen word for word in the tickets they ignored. They did not take action to assist me with my vanity, despite me being a contractor making them thousands of dollars for them.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/25/2024

  On 09/21/2024 we responded to the user via ticket #******** with, "Thanks for your patience. The vanity has been restored to your server. Please backup the vanity onto another server that you own. Let me know if you need any additional assistance.". 
  
  The ticket is now solved.
  

• Initial Complaint

  Date:09/16/2024

  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.

  My account was falsely banned for breaking ToS Child Safety, due to another user blackilmailing me by reporting conversations from 4 - 5 years ago when I was a teenager in ***********. I want my account reinstated.

  

  Business Response

  Date: 09/20/2024

  On 09/30/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22293778
  
  I am rejecting this response because:

  You're Trust and Safety team did not research nor investigate the situation and claimed that messages that were reported from 4 years ago were "recent activity", even though the user who reported them was one of the few people who blackmailed and harassed me for the past month or so. I recommend checking the message records again. I also did not break any Terms of Service as the person was only a year or 2 younger then me. They also consented and intentionally bothered me for pictures of myself in 2020. I feel completely exploited by both the user and ********************** for allowing such behavior on the platform and refusing to investigate the severe harassment other users have put me through.

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

  

  Business Response

  Date: 09/24/2024

  On 09/20/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22293778
  
  I am rejecting this response because:
  
  I refused to believe that you actually looked into what happened and investigated the chat logs. 
  
  If you respond one more time with a automatic bot response, I will be suing against Discord for defamation and being discriminatory towards me despite knowing that I have autism and severe depression, and have been admitted to the hospital due to overdose cause of all the harassment and blackmail I received on your platform, as I tried telling you through Trust and Safety. You're company has done nothing but accused me of committing something I didn't do, and has allowed such behavior on the platform. 
  
  I will see you in court, if you fail to respond with a human response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/16/2024

  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.

  Ok so discord banns me I spent money on there pfp affects and they won't tell me why but they tell others why for the same thing this is outrageous

  

  Business Response

  Date: 09/17/2024

  We are currently experiencing a higher than usual ticket volume. As of 09/17/2024 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.
  

• Initial Complaint

  Date:09/15/2024

  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 account was disabled for me jokingly saying I was 6, I made that mistake but I am actually 19 years old and would like to appeal.Discords support form has not responded to me in days and Im growing worried.I have proof that I am of age for discord.

  

  Business Response

  Date: 09/17/2024

  We are currently experiencing a higher than usual ticket volume. As of 09/17/2024 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.
  

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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.

  Discord Keeps Ingoring My Ticket For Re-Active Account For Suspended Even I Have Done All Step That Discord Want Me To Do (Including Showing ID Card) It Has Happening For 4d And I Still Got No Respond From Discord. I Dont Recieve Any PM Or Discord Email For Checking Or Solving Problem For 4 Days Straight (Im Sorry For My English)

  

  Business Response

  Date: 09/17/2024

  We are currently experiencing a higher than usual ticket volume. As of 09/17/2024 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: 09/17/2024

  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,
  
  ***************?n

• Initial Complaint

  Date:09/11/2024

  Type:Billing 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.

  A few days a go, my Discord account was falsely disabled because of a hacking. I recently got my account back, but I have had someone enable 2FA, leading me to not know the authentication code. I have told Discord that I have proof its the real me, as I have a phone number they can contact connected to the account. Another thing to mention is I have paid for Discord Nitro for months, spending over 40 dollars. I also have used discord on that account for over 2 years.

  

  Business Response

  Date: 09/12/2024

  We are currently experiencing a higher than usual ticket volume. As of 09/12/2024 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: 09/14/2024

  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,
  
  *******************