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:12/04/2022

  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 tried to make many numbers of complaints from the past of November till this day. My 10 year-old has a couch open with you guys. That has 27 groups on one account try to cancel it numbers of times and I dont know theres something going on with the technology I dont know even I have homegirl whos 10 years old to cancel it and she told me it was canceled for some odd reason shes us changing our numbers to people that are a state, shes talking to grown a** people thats not even her age and one of them asked her to send me a **** nudities. Every time I go on your website to put in the link to cancel you guys can freaking read it or maybe you guys dont want to I dont freaking know but let me tell you this as of today if I dont hear nothing back within. I dont know by Friday about this page being canceled. You will have law-enforcement knocking on your door and I guarantee it.

  

  Business Response

  Date: 12/09/2022

  Thank you for reaching out to us with your concerns. We do not tolerate the behavior described and take strong action to protect users on our platform.

  
  Unfortunately, we cannot find any ticket within our system from the email attached to this request. We can address any questions regarding your account through our customer support portal here dis.gd/contact

  
  In the meantime, we want to make you aware that by accessing our services, users must be at least 13 years old and meet the minimum age of digital consent in their country.

  
  If you need any further information on our Terms of Service, submitting a report, or how to request for the deletion of your childs account, please review the links below:
  https://discord.com/terms
  https://support.discord.com/hc/en-us/articles/360000291932-How-to-Properly-Report-Issues-to-Trust-Safety 
  https://support.discordapp.com/hc/en-us/articles/212500837-How-do-I-permanently-delete-my-account-

• Initial Complaint

  Date:12/02/2022

  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.

  The site doxxed me, hacked all of my devices, email, social media and bank accounts. This company, along with ******* and the *******rs that promote hate farm them for stealing identities and data- H3 Podcast, Keemstar, Def Noodles, Salvopancakes, *************************** ******************, ***** the Narc, Tipster, and so many more should be fined and prosecuted for jailtime. It's a scam- they steal their ******* audience's data, identity and money.

  

  Business Response

  Date: 12/09/2022

  Thank you for reaching out to us with your concerns. We do not tolerate the behavior described and take strong action to protect users on our platform.
  
  Please report this situation to our Trust and Safety team at https://dis.gd/request and we will begin an investigation.
  
  We do not sell your data and we limit what information is required from users.
  
  For more information, please review our Privacy Policy https://discordapp.com/privacy.

• Initial Complaint

  Date:11/30/2022

  Type:Order 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 discord account today was mistakenly disabled by your team. I submitted a form on the site but received a generic email of someone not checking anything or having an option to appeal before account is deleted. It claimed I was involved in "involved in malicious hacking, fraud, account or credit card cracking and/or attempting to damage a computer network or machine", non of which are true or even remotely close to what I do on discord. Please try to help me get an answer asap as my discord account is very important for my business. I run a buying group, where I provide updates and support through discord to customers. I am not sure what triggered the ban, but please help me restore the account.

  

  Business Response

  Date: 12/06/2022

  We are currently experiencing a higher than usual ticket volume. As of 12/6/22 tickets #********, #********, and #******** are still listed in an open status and is currently under review by our Trust & Safety team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

• Initial Complaint

  Date:11/30/2022

  Type:Order 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 was recently contacted about harrassment that went into bullying, slander, and remarks that did damage to my career. Discord was notified of the severity of the false statements made, and made attempt to correct. This will be forwarded to the **************** **************** for review, as remarks of harming my wife and children made in public channels where very harmful. My corporation deals in research for children with cancer, and any remark about violence, or harm to a child must be investigated. Does not matter it was a disgrunted game player, its still a serious remark that is suppose to be a violation of policy and even possibly civil laws. To wrongfully slander someone publicly is a serious and dangerous act. Company did nothing but delay and play around with this matter, until it did real damage. Beware of using their services, as they do not take it serious when people break rules, and apparently show no concern to slander, defamation of character or other acts done on their site.

  

  Business Response

  Date: 12/06/2022

  Hello,

  
  Thank you for reaching out to us with your concerns. We do not tolerate harassment, bullying, or threats. When we become aware of serious violations of our Terms of Service and Community Guidelines, we take action to protect users on our platform. 

  
  Unfortunately, we cannot find any ticket within our system from the email attached to this request. Please report this situation, or respond to identify the ticket numbers if you have already submitted reports, and we will investigate.
  

  
  

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My discord account was disabled around 1am PST on 11/21/22. According to the email I received it said I was involved with cracked credit cards or malicious hacking or some nonsense.I am a web hosting provider, sauceservers.com and this was my business discord account. I do not do anything illegal or remotely close to breaking discord TOS. The account is tied to *********************** I was falsely reported. And if I did, I am happy to stop and fix it as it is not my intention. I legitimately use my account to run a support server for my business and I cannot afford to lose my account. I can provide any and all documentation for my business if requested. PLEASE can you re-enable my account?

  

  Business Response

  Date: 11/22/2022

  We are currently experiencing a higher than usual ticket volume. As of 11/22/2022 ticket #******** is still listed in an open status and is currently under review by our Trust and Safety team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim. 

  Customer Answer

  Date: 11/23/2022

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

   

  There was no action taken. It was canned reply stating that they will not post an update within this complaint but rather their ticket system which has not been updated.

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

• Initial Complaint

  Date:11/21/2022

  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.

  Me (I am ******************** and some of my friends (and maybe others) have been having issues with a particular user for the last 4 or so years, *********************** user ID: "******************" [******#**** is their discord name & tag]): They have been antagonizing my friends and others.Driving people away from servers. (even getting two people banned from a server, see below)Harassing me and my friends. (possibly others too...)Incited a bomb threat and allegedly incited death threats against a US federal agent. (I'm 150% sure that Discord knows this person I am mentioning of due to their past issues)They made and/or spread misinformation about me and others.And possibly other stuff I am not aware of.Said user also has no understanding of mental issues despite claiming to major in psychology and calling people "schizos" (short for schizophrenic) left and right with no regard to what they actually have...And said user even drove the mentioned federal agent to say stuff that was said to them by their own grandparent as they died and it also got misinterpreted as the agent being a **** when in fact they are not since they are a federal agent.And these are some of the server IDs that this entire issue happened in question:1. "******************" (getting two users banned & spread misinformation about me)2. "******************" (where most of the alleged death threats came from)3. "******************" (harassing me and others and spreading misinformation. And called me, a schizo)4. "******************" (harassed a friend of my and called them a schizo)Me and 3 (maybe more) of my friends have reported them multiple times across various messages for most of above mentioned, Discord support hasn't done anything since the issue in question isn't a racial issue...I don't have all of the proof but pretty sure Discord could look at their entire history or something. and there's other stuff that could be misinterpreted as well and that's why what I have is limited.

  

  Business Response

  Date: 11/30/2022

  Hello,
  
  Thank you for reaching out to us with your concerns. We do not tolerate the behavior described and take strong action to protect users on our platform. 
  
  Unfortunately, we cannot find any ticket within our system from the email attached to this request. Please report this situation to our Trust and Safety team at https://dis.gd/request and we will begin an investigation.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18443842
  
  I am rejecting this response because:
  

  The email I used to make reports to trust and safety is: ********************************* which is the email address of my discord account... if needed I will provide email addresses of 3 of my friends to prove that they have reported this person
  
  Sincerely,
  
  Silver Disturbed

  

  Business Response

  Date: 12/04/2022

  On 12/03/2022 we responded to the user via ticket #********  with, "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,". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 12/05/2022

  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.
  
  However Discord, please finish and/or fix the reports system on Apple and Android versions of Discord because it seems like the reporting system on the mobile versions are a placebo...
  Andplease make it so blocked users can't see about mes, statuses, maybe even messages depending... this wasn't an issue with about mes but since an update, it now is,
  
  Also I have sent a copy of the *** I am providing to Discord support via email with my other email address (I did work with them on that) and this version has a couple more things to it
  
  Lastly... Discord, please take whatever action as soon as possible so the problematic user doesn't create alts or if she does, make it so she can't use them.
  
  Sincerely,
  
  Silver Disturbed

• Initial Complaint

  Date:11/19/2022

  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 been very un-new user friendly in my experience. Some servers are unhelpful and arrogant to me and one even banned me even though I explained to them having trouble leaving comments after I was banned from said server. Even got accused of being disrespectful by a bot, just for making a quote from the 90s cartoon Animaniacs in response to a fictional character from a video game and definitely not other users, which I cleared up shortly afterwards. No response back. Also, I have Autism Spectrum Disorder, so my social cues aren't the best, granted, they don't know that since I didn't give that info out on any servers. I've been nothing but kind and respectful in the short time I used it, and this is how new users, ones with disabilities, no less, are treated?!!!!!!!!!! I will never use this service again and have deleted my account, cutting all ties. I just want them to get what's coming in terms of bad publicity and loss of good will, if they even have any. Should've known better than to use social media of any type in the first place. Won't make that mistake again for a very long time. Ideally ever again. *****'s one crazy thing. I hope.

  

  Business Response

  Date: 11/23/2022

  As of 11/23/22 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:11/17/2022

  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.

  Apparently one of the groups I was in was sending threatening messages, none of which were sent by me, they sent a warning at 5:31 am MST and disable my account only hours later at 11:42 am MST, during which I was literally asleep. On top of this I have an active sub with one of groups I am in, and yet I cannot access it to disable it now. I inquired and only got a generic message with no real reason attached.

  

  Business Response

  Date: 11/23/2022

  On 11/17/22 we responded to the user via ticket #******** with, "********************** 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,".
  
  The ticket is now solved.

  Customer Answer

  Date: 11/25/2022

   
  Complaint: ********
  
  I am rejecting this response because: how is that solved? That is literally the laziest and lowest brow response ever. You still havent given a coherent reply as to why you made the decision. Is there someone with a measurable IQ who can actually answer this?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/30/2022

  On 11/17/22 we responded to the user via ticket #******** with, "********************** 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,".
  
  The ticket is now solved.

  Customer Answer

  Date: 12/04/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  Because this is yet ************* dead response from what is clearly not a very bright staff. Now I have a charge from a subscription after you said the subs are auto canceled. Obviously a lie. And your company has, again, yet to offer an even remotely intelligent reasoning for my account ban. Lets go over the facts again- you gave me five hours notice of your ******** account warning, claimed that I sent threatening messages while offering zero proof (because youre lying), and giving the same knuckle dragging non-answer each time.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/17/2022

  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.

  On November 16th discord randomly disabled my account.Earlier in the day I clicked on link and I think my account got compromised.I am contacting you because my account has been disabled and I would like to appeal. I had no idea I was breaking discord rules/guidelines and didn't receive a warning, I have many friends on discord and I would lose all of them if my account remains disabled. Thanks, have a great day, please get back to me with more information please.I have read the *** and i will ensure that my account follows all guidelines. I will secure my account

  

  Business Response

  Date: 11/22/2022

  On 11/22/2022 we responded to the user via ticket #******** with, "********************** 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,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:11/15/2022

  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.

  My Discord account was hacked . While I was able to recover access to it fairly quickly through Discord's assistance, the hacker had made some fraudulent charges while they had control. There was evidence that other logins and websites were compromised as well (for example, I saw logins on my ********* and Xbox accounts overseas), so I contacted my bank to get things locked down so no more money from any source could be siphoned out. Discord does have a policy for this situation, and per their website, it takes 14 days or more for that process.On November 9th, my account was disabled by Discord for TOS violation. Specifically for going through my bank, which disputed the charges as a bank should to protect their customers. I have been writing appeal letters almost every day, explaining the situation, but their "Trust and Safety" team evidently consists of a bot and no humans, since all I get are automated responses informing me I need to let those charges through and then silence. If an actual person were reading the messages, I'm sure they'd be able to work something out with, assuage concerns, etc.So today I am acceding to their ****** demand and asked my bank to reverse the reversal of the fraudulent charges so Discord can handle things their own slow way and then try to refund the money to a no longer active card. And once I get my account back, I am canceling my monthly Discord Nitro subscription and not adding a new card. No more money from me.The account that is currently locked is a work account with several NDAed projects associated with it. Not having access to it is interfering with my ability to do my job (though I was able to get a new account made and continue communicating with my coworkers, I don't have access to all the other servers I was in, some of which are also NDA beta testing servers).

  

  Business Response

  Date: 11/23/2022

  Ticket #******** was merged into ticket #********. On 11/17/2022 we responded to the user via ticket #******** with, "Your account was banned because our records indicate that you issued one or more chargebacks through your Discord account associated with ************************** However, if you did not authorize these charges, we have lifted the ban,". The ticket is now solved.
  
  We are currently experiencing a higher than usual ticket volume. As of 11/23/2022 ticket #******** is still listed in an open status and is currently under review by our Trust and Safety team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 11/26/2022

   
  Complaint: ********
  
  I am rejecting this response because: while they did restore access to my account (after I requested my bank to cancel their dispute), I have not received refunds yet for the charges. They are stating that they are still marked as chargebacks in their system and want me to contact my bank again. My bank, in its last communication with me regarding this, indicated that it is waiting on Discord to respond to their reaching out efforts. I do not know if Discord has or has not replied or what their reply was, but at this stage in the game, communication should be between them and my bank, not using me as a go-between. The lack of a refund on their part is kinda proving me right about being reluctant to go to my bank and ask them to acquiesce to what amounted to ****** demands. 

  In addition to not getting the fraudulent charges refunded to me in a timely fashion, their response here does not address the issue of their disabling my account and then refusing to communicate with me in any way other than one message from a bot until I acquiesced to their demands. That is not good customer service. Yes, the *** does state to go through them, which as I believe I said before, under normal circumstances, I would have. However, unusual circumstances can, will, and do arise and they should be flexible enough to work with customers when they do. And they should be empathetic enough to be able to at least send a response back along the lines of "we understand and deeply sympathize and ... " instead of just a bot stating "You need to have your bank reverse their dispute or your account will remain disabled."

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

  

  Business Response

  Date: 12/01/2022

  On 11/23/2022 we responded to the user via ticket #******** with, "We have attempted to refund the unauthorized charges, however, the refund could not be processed due to the disputes,".  The ticket is now solved.
  
  On 11/17/2022 we responded to the user via ticket #******** with, "However, if you did not authorize these charges, we have lifted the ban,". The ticket is now solved.

  Customer Answer

  Date: 12/02/2022

   
  Complaint: ********
  
  I am rejecting this response because: as aforementioned, and mentioned again in my recent reply to Discord directly through their email communications with me, my bank is awaiting *their* response and *cannot* fully close the dispute until said response has been made. I functionally have a refund thanks to my bank issuing a temporary credit for the disputed charges, and if no response from Discord ever comes, the charges will unfortunately remain disputed and I keep that temporary credit. If Discord wishes to have the dispute gone, it is incumbent upon them (not me) to respond to my bank's communication.

  From a phone call I just had with my bank, Discord has not yet responded to that attempt at resolving the dispute. My bank is unable to fully close the dispute until they have received a response from the merchant (Discord). 

  The ticket is not closed.

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

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18405665
  
  I am rejecting this response because:

   

  I am rejecting this response because: as aforementioned, and mentioned again in my recent reply to Discord directly through their email communications with me, my bank is awaiting *their* response and *cannot* fully close the dispute until said response has been made. I functionally have a refund thanks to my bank issuing a temporary credit for the disputed charges, and if no response from Discord ever comes, the charges will unfortunately remain disputed and I keep that temporary credit. If Discord wishes to have the dispute gone, it is incumbent upon them (not me) to respond to my bank's communication.

  From a phone call I just had with my bank, Discord has not yet responded to that attempt at resolving the dispute. My bank is unable to fully close the dispute until they have received a response from the merchant (Discord). 

  The ticket is not closed.

  
  

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

  

  Business Response

  Date: 12/07/2022

  On 12/07/2022 we responded to the user via ticket #******** with, "Upon review, I have issued a refund for the unauthorized purchases. You should expect to see the funds back in your account in **** business days,". 
  

  Customer Answer

  Date: 12/08/2022

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