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:08/07/2024

  Type:Service or Repair 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.

  Constantly getting phone verification error I have performed all the steps support has told me to do, yet they refuse to assist

• Initial Complaint

  Date:08/05/2024

  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.

  Date of Transaction: July 26, 2024 Amount of Money Paid: Php2,369.99 ************* Nitro Has business tried to resolve the problem? NO I accidentally purchased Nitro subscription for one year when it's meant to be just for one month. The same day I requested for a refund. They did process the refund and I saw the money put back on the account and I used the money to purchase something else. The next day I was shocked to see my account was on negative balance and the amount of the negative was the same amount of the Nitro subscription. I then contacted them and was told to go to the bank. I went to the bank and asked what happened. I was told that they might have process the refund but they reversed it because the refund is not showing on my statement of account. Attached is the statement of account. I sent them numerous email. Sent messages on all their media channels but never got any response. The last message I got from them is they cannot do anything because on their end they already processed the refund. When I checked the account in discord. I saw that under the refund it said invalid. That is impossible because they where able to take the money out but now that I am asking for the refund tha account is now invalid. Please I need that money put back on the account. I am not getting any help from them and you cannot get in touch with them via phone only via email.

  

  Business Response

  Date: 08/07/2024

  On 08/06/2024 we responded to the user via ticket #******** with, "You won't see a credit on your statement because your refund request was processed as a reversal. This means the original charge will be dropped - or removed - from your account and you will likely not see a credit or deposit. If you have questions about how you can confirm a reversal was completed, you can speak to your card issuer for those details. Discord cannot assist you further,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22092577
  
  I am rejecting this response because: I have been in contact with my bank ever since this incident. If the charges were reverse as you are claiming, then the money should have been put back on the account and it should have reflect the my Statement of Account. but it did not. The bank said all the transaction made whether it be credit or debit will reflect on the account. I also have filed a dispute with my bank because they are not owning on their mistake. I have already forwarded you my statement of account which does not reflect the amount that was taken out from my bank. They even threaten to remove my access to send email from their support just because I have sent them email numerous time. That is natural " I HAVE NOT GOTTEN THE RESOLUTION OF MY CONCERN" and I have been disregarded time and time again. I've worked hard for that money. It's not a closed ticket because the issue has not been resolved. I will go to the bank again today which I have done 4 times since last week and this week to follow up. This is a fault in your end because you claim you reversed the charge but then the bank did not see it that you did because IT DID NOT REFLECT. 
  
  Sincerely,
  
  Xzyra *********************

  

  Business Response

  Date: 08/12/2024

  On 08/06/2024 we responded to the user via ticket #******** with, "You won't see a credit on your statement because your refund request was processed as a reversal. This means the original charge will be dropped - or removed - from your account and you will likely not see a credit or deposit. If you have questions about how you can confirm a reversal was completed, you can speak to your card issuer for those details. Discord cannot assist you further,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22092577
  
  I am rejecting this response because: They are not giving me any resolution on this matter.
  
  Sincerely,
  
  Xzyra *********************

• Initial Complaint

  Date:08/02/2024

  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.

  On June 12th, 2024, after over 9 years of having a discord account and having nitro since it was first available, my discord account was disabled for "ban evasion". Never once have I even used an alt account prior to this ban, and i have evidence stating this was an automated ban. Within the hour I made a support ticket. it took 24 hours to get an automated ***** bot response, then 3 weeks to get a 'lol we didnt read your issue you are banned for ban evasion we are not fixing it'. Since then, nothing. No contact. Even when I told discord that I need access to run my buisness and that lack off access is leading to threats against me. They did nothing, and now I have been Doxxed online due to this, and still discord sticks their fingers in their ears and does nothing. No human, on any front. ******** ***** Email? nope. Phone? nothing. At most I get a 'we are backed up wah wah' ticket, if you have been backed up for 2 months straight to the point you cant read a paragraph from a customer that has given over 500$ to you, thats a you problem. Hire more people. But no, they just mark my ticket as solved with no fix.So the line of events that lead to my ban: I joined a beammp server to see how beammp handles mods and through bad luck it seems the one I joined was compromised. I believe this because the *** was put in my system on 6/1/2024, but literally no files were downloaded on that date. Since it was a full *** they had unrestricted access, I believe it was a more modern one too with HVNC so they could basically use my system like they were sat at it, without me knowing. I became aware a few days before my 'ban evasion' ban after my telegram was used.While I know account security is my job, this wasnt some 'I scanned a qr code' or 'downloaded a sketchy EXE'. This occurred during a targeted attack.I am also aware my VPN may seem sketch, as it is a shared static IP from windscribe. Keyword, shared. Many users have this ip, but its not listed as a windscribe vpn ip.

  

  Business Response

  Date: 08/05/2024

  On 07/01/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord has disabled your account for violating our Terms of Service or Community Guidelines. Weve reviewed and confirmed this violation, and we will not reinstate your account.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account being disabled, please refer to the account standing page under your account settings.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22085835
  
  I am rejecting this response because: this is the exact, word for word, copy pasted response, that literally makes no sense given the outlined circumstances. "You did it, bye" ignoring the years of history with no alt. Ignoring the fact I had a virus so it was likely not me. Ignoring the damage I have received due to this. In my ticket I literally provided a contact email to a discord verified server owner who can help clear this up. No attempt at contact was made.

  But no, copy pasted "you did it bye"

  Do some actual reading and investigating please. I have requested human contact on multiple platforms and been ghosted, this is getting disgraceful.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/07/2024

  On 07/01/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord has disabled your account for violating our Terms of Service or Community Guidelines. Weve reviewed and confirmed this violation, and we will not reinstate your account.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account being disabled, please refer to the account standing page under your account settings.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22085835
  
  I am rejecting this response because: You already said that? Are you actually going to converse and understand the situation or just scroll to the copy pasted part and copy-paste it again while ignoring the rest?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/31/2024

  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 suspended falsely

  

  Business Response

  Date: 08/05/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/05/2024 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:07/31/2024

  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 **** has disabled my account 2 weeks ago due to a chargeback that occurred on May 29th, they sent me an email explicitly stating that I can regain access to my account if I either undo the chargeback or give them the chargeback reason, evidence of the withdrawal and a screenshot or photo of the billing statement proving the transaction. I have provided all 3 pieces of information and it took them a full week to email me back. The only way to contact their support team is through email because they do not have a direct line that I can call to reach them. I think its ridiculous that I need to wait this long to get my issue resolved especially considering the fact that the account they suspended will be automatically deleted after 30 days, I have roughly 2 more weeks left for them to fix this issue before my account is gone forever. I responded to their reply to my ticket that did nothing but basically restate the things I need to do in order regain access and to send another ticket to their Trust and Safety team as the next step. It's been almost another full week since I've forwarded my ticket to their Trust and Safety team and I'm still waiting on a response and a resolution. All I want is to regain access to my account before its too late and the Discord team doesn't seem to care. Please help me resolve this issue as soon as possible so I can continue to use my account. I will upload the same photo to this complaint as I gave Discord *** proving the transaction took place.

  

  Business Response

  Date: 08/08/2024

  On 07/31/2024 we responded to the user via ticket #******** with, "As a one-time gesture, I went ahead and lifted the suspension on your account but should there be any further disputes on this account we will not be able to reinstate it,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/28/2024

  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.

  They stole over 8 months of nitro and wont supply me with a refund or credit.I bought a year subscription for nitro. They falsely banned me. It took their support over EIGHT months to unban me. I don't qualify for their refund timing and they said they don't give out credits. I don't see how it is in any way fair to not give me credit back for those 8-9 months. It is your fault I lost that time.

  

  Business Response

  Date: 07/29/2024

  As of 7/29/24 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:07/28/2024

  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.

  Its been almost 3 weeks with zero response. Trying to get my phone number attached to my email. Apparently it attached to old account or hacked. I have no access to that so I get an error every time trying to fix this. This has to be resetted or deleted by Discord. I have for monthly service I pay for but least give me common courtesy of some response back. Why provide a service that someone pays for and gives no support. Being totally ignored after 3 tickets over several weeks is not right.

  

  Business Response

  Date: 07/29/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/29/2024 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: 08/04/2024

   
  Complaint: 22055598
  
  I am rejecting this response because:
  

  Time frame to resolve this issue been going on a month now and I pay for this service and yet to get it fixed. Just need my phone number to attach to my account. Do not understand why its taking so long with zero response. Please fix this concern.

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

  

  Business Response

  Date: 08/05/2024

  We are currently experiencing a higher than usual ticket volume. As of 08/05/2024 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:07/27/2024

  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 recently been locked out of my old Discord account due to 2fa lockout because my old phone with my 2fa app broke and I did not have any backup codes. I contacted Discord support explaining my issue with my account being locked out, but when they responded they said they couldn't do anything about it because I did not have my backup codes stored somewhere where I could access them. For the company's information about my account, my username for my account is ******************* and my email for the account is *************************** my phone number (incase if I attached a phone number to my account) is ************. I also made connections with other platforms in my account. My Steam ID is *****************, my Xbox gamer tag is SuperSlyte6241. If there is any more info that I need to share let me know. I want to be able to have access to my old account locked out of 2fa. Thank you!

  

  Business Response

  Date: 07/29/2024

  As of 07/29/2024 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.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22054297
  
  I am rejecting this response because: I have already sent out a support ticket to discord a while ago and they told me that since I didn't have any backup codes saved, they couldn't do anything to recover my account
  
  Sincerely, 
  
  ***** Bakhtiyorov

  

  Business Response

  Date: 08/05/2024

  As of 07/29/2024 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.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22054297
  
  I am rejecting this response because: I made a support ticket September 30, 2023 with the ** number #********. They told me that since I didn't have backup codes I'm locked out. I have also submitted numerous complaints to the BBB but none of that worked. Please help me get my old account back.
  
  Sincerely,
  
  ***** Bakhtiyorov

• Initial Complaint

  Date:07/25/2024

  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.

  I am a long discord user who has been subscribing to their most expensive plan every month. I am also an administrator in public server with *****+ members. The server ID is ****************** (server name:Boruto). Recently the server owner was hacked and gave out admin perms to random members who ruined the server by deleting channels that we have spent years to set up. I have requested ownership transfer to stop the attack (Ticket ID #*********, it's been 8 days and discord support team has been COMPLETELY IGNORING my request. Even the server owner contacted through support (Ticket ID #********* but they still didnt do the transfer even during this emergency situation. We know the support team was active somewhere else but they chose to ignore us. We had lost so many members, money and time.

  

  Business Response

  Date: 07/29/2024

  On 07/23/2024 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,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22043133
  
  I am rejecting this response because the main ticket is #******** and we haven't heard anything in 14 days.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 08/05/2024

  On 07/23/2024 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,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:07/23/2024

  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.

  Hello Ive email discord because I cant remember my password and Im locked out of my account and I dont have access to my email and I dont know what else to do to reset my password and discord support was rude and didnt want to help me reset my password I need help logging in.

  

  Business Response

  Date: 07/24/2024

  We are currently experiencing a higher than usual ticket volume. As of 7/24/24 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: 07/24/2024

   
  Complaint: 22030789
  
  I am rejecting this response because: this is a bullcrap excuse and Im not following for it
  
  Sincerely,
  
  *********************** ******

  

  Business Response

  Date: 07/30/2024

  On 7/27/24 we responded to the user via ticket #******** with, "I understand that you decided to delete the account instead. I'm so sorry that we don't have an immediate solution for you,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 07/30/2024

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