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:08/18/2024

  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.
  

• 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.