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:08/20/2024

  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.

  On 7/25/2024, the app glitched when logging in, thus disabling my account.Upon contacting support from this business to fix this issue, this business decided to not give ANY response at all for over 3 weeks. Its approaching the 4th week and I still dont have any response from this business regarding my issue. Furthermore, I was not refunded any bit of my subscriptions that I was denied using due to this account suspension.

  

  Business Response

  Date: 08/22/2024

  We are currently experiencing a higher than usual ticket volume. As of 8/22/24 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: 08/22/2024

   
  Complaint: 22168607
  
  I am rejecting this response because:
  This response time is not normal especially when it is related to time-sensitive matter, like an imminent account deletion pending after this disable. Please fix your staffing if you cant handle the volume of requests your business gets.

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

  

  Business Response

  Date: 08/27/2024

  We are currently experiencing a higher than usual ticket volume. As of 8/27/24 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: 08/27/2024

   
  Complaint: 22168607
  
  I am rejecting this response because:
  
  you automatically marked my ticket 47314581 as resolved despite having no resolution and just automated bots.

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

• Initial Complaint

  Date:08/19/2024

  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.

  Someone is impersonating me on discord with a name identical and using my profile picture going around selling some sort of service! I have reported this to you several times and I keep getting people following me informing me that someone is still using my name and selling services POSTING my link in their bio. My twitch is not linked and verified to their profile they are just copy and pasting all of my info and scamming people. I cant report in app that support gave me last time because they arent messaging me they are joining people on their own discord that I dont even know that stream and messaging them through their discords. This profile has no history or interaction with me, no messages and I cant add them because they have me blocked so I cant use in app features. Can someone please help! Attached is a screenshot a user sent me of the profile my username is NOT the one in the picture. My profile has verified links and your email support tickets and ******* are giving me copy and paste answers that do NOT help. I CANNOT I REPEAT I CANNOT report this user IN APP because I have no message history or cant add them I Have never seen the profile myself and they have me blocked.

  

  Business Response

  Date: 08/22/2024

  As of 8/22/24 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.
  

• Initial Complaint

  Date:08/18/2024

  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.

  I recently got scammed by an individual operating a market site on Discord. Their market site, discord.gg/robloxmarket, ran by an individual with the user id ******************, still runs today but has been on lockdown since they scammed me. I'm guessing it's because they don't want to lose the community link if they turn off the share link. The money was sent through ****** and I am trying to gather proof to help me with my case. After I got scammed, I thought that asking for my data from Discord would help me in my case and they got it to me the same day I requested it. It had all my conversations back from 2017 to now. However, it didn't have the conversation audit logs I was looking for. Turns out, Discord doesn't save messages that have been deleted by you or someone else, or at least, doesn't give them to you. This is ridiculous since this isn't the first time I've ordered my data and my last package had messages from servers that I've been long deleted with some individuals who've quit or have been banned. Additionally, they don't save conversations of others who you've spoken to so on the message logs, they just look like I am talking to myself. I tried to send Discord an email, tell them what had happened and how I file legal reports too on the matter and all they do is give you a canted response all the time. I know they have my data and are refusing to give it. Discord always has your full data because they harvest it so, of course, they have it somewhere. Discord used to care back in the past but ever since they went mainstream, their responses are as bad and robotic as Roblox's customer support. I'm guessing, even worse now after the layoffs. But, if someone were to joking say in a random DM or server that they're 6 or something, and someone random reports it. Those individuals get banned almost immediately under the assumption they're under 13(Discord is for 13 or Up individuals only). Ridiculous.

  

  Business Response

  Date: 08/20/2024

  We are currently experiencing a higher than usual ticket volume. As of 8/20/24 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.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22161650
  
  I am rejecting this response because: they basically told me they're having a high volume of support tickets right now. I need an actual response from them and their help to help me recover the message data of the interaction I had in discord.gg/robloxmarket. The reason why I can't do it normally is because of the fact that I've requested my data before and my data package did not include the messages from that discord server. I am confident that Discord keeps messages of all their users, even the ones that got deleted and in this case, it wasn't even deleted by me. The messages were deleted by the scammer when I was banned from their server and blocked by him. I've already provided the Discord server's id and the user's id. ********************** should help me in this case because if they're able to provide me messages from servers and people who I had not talk to in years, some from when my Discord account was still new, they should have no problem recovering messages from a few days ago. I've already filed something with IC3.gov and the police about the scam incident. Once again, Discord can help me by recover messages between me and the scammer, "deviceo" from server id: ******************. Additionally, here is an example message link from my Chrome history from ONE of the message ids: ********************************************************************************** .
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 08/22/2024

  On 8/21/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Thank you for this update. 
  
  If you have contacted law enforcement, they can reach us via Kodex instructions for Law Enforcement here to request further information or general assistance from us.
  
  Sincerely,
  Discord". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/22/2024

  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. Please keep a look out for my police case number: ********* and my IC3.gov report. I wanted to bring this issue to Discord so Discord is aware of this happening. I do wish that Discord would not delete the scammer's server yet because it'll make it harder for investigations as the scammer uses a ticket tool which does not keep transcripts of conversations that occur. Discord can help me further by providing me data of my conversation that had occured in the server ******************, or discord.gg/robloxmarket. Once again, do not delete or ban that server, they'll just make another one immediately afterwards. Although, please flag it in your systems somewhere.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/18/2024

  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.

  Account with them was falsely suspended for supposedly breaking terms of service (account holder being under the age of 13, while Im 21 and in the army). To appeal you must send a selfie with photo ID and username on platform, but no support ticket was created and there has been no response in days on the incident. Been a long term user of this app and recently while in training I was falsely accused of breaking rules before this as well, but not suspended for it, which I created a support ticket asking why I was flagged, but never got a response.

  

  Business Response

  Date: 08/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/19/2024 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: 08/19/2024

  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:08/18/2024

  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.

  My account was hacked today. Initially the hacker was just resetting my password, but then they were able to enable MFA before I was able to and have now fully locked me out of my account. I still have access to the email address for my discord account, ************************** because that has an MFA setup. I submitted a ticket asking for my account to be disabled until the discord team can respond back to me and restore my access to the account. I am available via ************ or can be reached at the email address on file for the discord account, ************************ The hacker also used my compromised account to make unauthorized purchases on discord. There were two fraudulent charges made for $16.95 and $13.77 today. I immediately went to my bank account and disabled my cards until this can be resolved.PLEASE HELP! Please don't copy/paste a response here, please please a real human being reach out to me to help resolve this, please!Ticket # I believe is ********

  

  Business Response

  Date: 08/19/2024

  On 08/18/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  We have refunded the applicable charges. You should see the funds in your account in 5-10 business days.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/21/2024

  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:08/17/2024

  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.

  My account was falsely suspended and I have created a ticket yet have gotten no response.

  

  Business Response

  Date: 08/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/19/2024 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: 08/20/2024

  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:08/15/2024

  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.

  Discord is being very unhelpful in trying to resolve my situation of my phone number possibly being stolen and they are refusing to deal with this issue. Only sending in bots to deal with such a unique situation, which I find unacceptable, I want a resolution to this problem immediately instead of prolonging this problem without bothering to fix it. I have already contacted this business several times in the past three days and they have been very unhelpful each time, not responding at all, or just giving poor advice.

  

  Business Response

  Date: 08/20/2024

  On 8/15/24 we responded to the user via ticket #******** with, "To help our team to look into this further, could you please attach a screenshot or video recording of the issue that you're seeing on your end to this ticket?". 
  
  The ticket is now solved.

• Initial Complaint

  Date:08/13/2024

  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 Comrpomised on the Friday 28th of June 2024, GMT+7, at around 11AM, i have been trying to recover it but Discord hasnt recovered my account.

  

  Business Response

  Date: 08/19/2024

  On 08/17/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Thanks for reaching out sorry to hear that you're having trouble signing in to your Discord account.
  
  We have a few troubleshooting tips that you can try and see if they help:
  
  Try using a QR Code to Login: If youre still signed into a mobile device, such as a smartphone or tablet, try logging in to a desktop with a QR code, which will instantly log you in and bypass any additional requirements. From there, you can reset your password and, if needed, remove 2-Factor Authentication so you can re-enable it. If youve never tried logging in with a QR code before, you can see how it works here.
  
  Reset Your Password: By changing your password, your account will be automatically signed out of any other devices, requiring those devices to sign in with your new password before accessing your account again. You can learn how to reset your password on our Support Center.
  
  Unfortunately, if none of these suggestions work, youll have to make a new Discord account.
  
  For the future, consider keeping the following resources on hand should you decide to make a new Discord account.
  Four Steps to a Super Safe Account
  Scams and What to Look Out For
  How 2-Factor Authentication Keeps Your Discord Account Safe
  
  Please note our team is unable to provide additional information or support for this request. If you need assistance on other matters, you can explore our *********** here.
  
  Sincerely,
  Discord",. 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22133469
  
  I am rejecting this response because:

  My issue can only be solved by recovery my email to the account, these responses does not Help, please Review my tickets

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

  

  Business Response

  Date: 08/22/2024

  On 08/17/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Thanks for reaching out sorry to hear that you're having trouble signing in to your Discord account.
  
  We have a few troubleshooting tips that you can try and see if they help:
  
  Try using a QR Code to Login: If youre still signed into a mobile device, such as a smartphone or tablet, try logging in to a desktop with a QR code, which will instantly log you in and bypass any additional requirements. From there, you can reset your password and, if needed, remove 2-Factor Authentication so you can re-enable it. If youve never tried logging in with a QR code before, you can see how it works here.
  
  Reset Your Password: By changing your password, your account will be automatically signed out of any other devices, requiring those devices to sign in with your new password before accessing your account again. You can learn how to reset your password on our Support Center.
  
  Unfortunately, if none of these suggestions work, youll have to make a new Discord account.
  
  For the future, consider keeping the following resources on hand should you decide to make a new Discord account.
  Four Steps to a Super Safe Account
  Scams and What to Look Out For
  How 2-Factor Authentication Keeps Your Discord Account Safe
  
  Please note our team is unable to provide additional information or support for this request. If you need assistance on other matters, you can explore our *********** here.
  
  Sincerely,
  Discord",. 
  
  The ticket is now solved.

• Initial Complaint

  Date:08/12/2024

  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.

  Hello, my name is ************************* and Ive had a Discord account since 2017. I was born on 11/30/2001. When I got my account I was 16 years old and I am now 22 years old. My account got disabled by Discord due to age. It was claimed that I am allegedly 13 years old or under. I would like my account back. I was not notified of any age verification. I was using my discord account and it was all perfectly fine until I was kicked out of a voice channel with my friends and could not see anything anymore. I have sent in two images that Discord requests and will attach it below as well. It has my government issued ID with my ********************** name and a photo of me as well. I am unsure on why my account was disabled due to age as I am old enough to have the account. I have been using Discord Nitro since at least 04/11/2022, so its been $9.99 a month since then. About 28 months total.

  

  Business Response

  Date: 08/14/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/14/2024 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: 08/14/2024

   
  Complaint: 22130051
  
  I am rejecting this response because:

   

  Since I cannot access my Discord account, I cannot access the ticket. Nor see the responses. Since I have no access to the account as it has been disabled (my phone number and email are still connected to the account), is there a way I will be notified about my account status? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/19/2024 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:08/10/2024

  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.

  No contact by discord they false banned my account for no reason with many others and I apologised and made many tickets to try and get my account back but they wont respond and mark all my tickets as solved only and I get 0 response from their support team all I want is my account back

  

  Business Response

  Date: 08/14/2024

  On 08/14/2024, 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: 08/14/2024

   
  Complaint: 22122601
  
  I am rejecting this response because: Hello this ban isnt fair Im being banned because I was in a server that violated the terms of services what do I have to do with it I believe I was false banned and would like my account reinstated I never violated any terms of services you can see my account in good conditions and good state sorry thank you I would like an unban my account is still there anyways 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/19/2024

  On 08/14/2024, 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.