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:11/12/2022

  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.

  Discord has recently suspended my account, this came from an association with a discord server that I actively was reporting and collecting information on. This is problematic since my suspension comes from the fact Discord requests users to gather information for a report to be valid, due to this system my account was suspended due to the policies of Discord, they do not seem to care about who makes the reports that get a server disabled. This causes Discord as a platform to be an unsafer place since it disincentivizes reporting on servers. Username: 1234fireball#****

  

  Business Response

  Date: 11/17/2022

  On 11/07/22 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: 11/18/2022

   
  Complaint* ********
  
  I am rejecting this response because: This is again an automated response where I was not at fault since Discord directly ENCOURAGED me to stay on a terms of service violating server to collect evidence to actually have action taken against it. This also does not answer my concerns.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2022

  On 11/07/22 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: 11/30/2022

   
  Complaint: ********
  
  I am rejecting this response because: This is the same automated response, does not address the other concerns I have with Discord's reporting system which discourages people from reporting TOS violating discords. This shows the unprofessionalism of Discord and the failure of their staff to actually address concerns.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/04/2022

  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.

  Date the issue happened: Wednesday October 26, 2022.What happened: my discord account was compromised/hacked I have already sent a ticket to discord support through their website regarding my hacked account. It has been over a week and I have only gotten an email back with confirmation that the ticket has been sent to the safety and support team. This account has a lot of sentiment to me obviously messaging many of my fellow peers and friends. Also containing a lot of confidential information between the messages I sent on this account, I am also concerned for my friends' safety as they can be messaged by the hacker. I have spent over hundreds of dollars on discord nitro so far. This account and gifting nitro to my friends. The wait time for this ticket to be resolved is very disheartening and I would like to have my account recovered ASAP. Listed above there will be all the information concerning my account with evidence and photos attached to help discord support recover this account quicker.

  

  Business Response

  Date: 11/09/2022

  On 11/08/2022 we responded to the user via ticket #******** with, "Our team conducted an investigation and have reverted your account back to your original email,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:11/01/2022

  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.

  On October 26th, 2022, my Discord account was hijacked by an online threat actor. Within an hour I had changed my password and regained control of the account. By that time about $200 worth of fraudulent charges had been brought against my saved payment method on Discord. I contacted my credit card company and had them deactivate my credit card and reported the charges as unauthorized. That same day, I reported the problem to Discord's support department. One week later my account was deactivated and I was threatened that it would be permanently deactivated unless I re-authorized those fraudulent charges. Again, I replied to the help ticket requesting that a person hear my side of the story. At this time I have two requests submitted to Discords Trust and Safety team and neither one has been responded to. I'm requesting that the ban be lifted on my account and that the charges be removed. Further, I would like it if the company actually read my submission to the help desk and I provided a lot of information about the online hacker that they could use to prevent this from happening to other people. I understand that they may be experiencing a high volume of requests, but I find it offensive that my account was banned before anyone reviewed my messages to them. It gives the appearance that money matters more than service.

  

  Business Response

  Date: 11/03/2022

  On 11/03/2022 we responded to the user via ticket #******** with, "if you did not authorize these charges, we have lifted the ban and temporarily suspended your account. You should have received an e-mail with steps to reset your password. Once you reset your password, your account will be re-enabled,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 11/03/2022

  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.

  Discord Administrative Team:

  Thank you for reviewing my complaint and reinstating my account. I will take care not to let my authentication token be stolen again. I appreciate your cooperation and patience with my issue.
  

   

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

• Initial Complaint

  Date:11/01/2022

  Type:Product 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, my name is ***********************, and i've been trying to get into my Discord account, Support hasn't helped AT ALL, i've got alot of time invested into my account, and i've forgotten my password, with no way of recovering it. i don't have any OTPs, 2FA is enabled, i just want 2FA disabled. this is something that happened out of my control, my username is MrDerpHerpin#**** and my email is ********************** i look forward to hearing from you, thank you.

  

  Business Response

  Date: 11/02/2022

  We are currently experiencing a higher than usual ticket volume. As of 11/2/2022, tickets #******** and #******** are still listed in an open status and are currently under review by our Account Security team. Updates are pending. All communications regarding this matter will be done through the open tickets and not through this claim.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: ********
  
  I am rejecting this response because: Everything your company does is automated, and i've tried contacting customer support about my issues MULTIPLE times now to no avail, this is unacceptable.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/08/2022

  On 11/02/2022, we responded to the user via ticket #******** with, "we aren't able to remove two-factor authentication from accounts due to security reasons, and the only way you'll be able to regain access is if you saved the backup codes from inside Discord when you initially set up the two-factor authentication.,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that i fixed it eventually but not from any of your supposed "solutions" i hope someone with a better app competes against you guys and runs your business through the mud and muck. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/28/2022

  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.

  I am writing on the issue of my discord account being compromised and having exhausted ************* to get a resolution or any form of contact from discord.My account security was breached on Tuesday, October 25 at around 2pm EST in which my account was hacked and had it's login details changed, and am no longer able to access any function for the account.I have attempted to contact them via the phone number listed here, their email support, and on their ******* page with no response given that my case was being looked at.I have had an account with discord since December of 2015 and have been paying for discord nitro for years as well.I would like a response from discord or for my account to be returned to me as it is considered a product that I am paying for.Included is last month's receipt for discord nitro, and I believe the subscription will charge my account once again later on today as it is the 28th.

  

  Business Response

  Date: 11/02/2022

  We are currently experiencing a higher than usual ticket volume. As of 11/2/22, ticket #******** is still listed in an open status and is currently under review by our Account Security team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 1*******
  
  I am rejecting this response because: There have been a multitude of responses to tickets concerning the discord account made by concerned parties or people on my behalf due to the non-response from discord.

  These concerned or third parties have received an update within the span of hours up to three days.

  In nearly every response that was forwarded to me by the third party have had the same thing in common being that:

  1. They were unable to continue the discussion further since the third party was not the account holder of the hacked account or account being messaged about and or able to discuss account details with the email address associated with that discord account.

  2. They have stated that they would give updates on my ticket with a response promptly and not to worry on that matter.

  3. That they would need to receive a request from the email previously attached to the discord account, of which it's been stated in the third party sent tickets that there is such a request pending and the third parties have even given my email on their tickets.

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

  

  Business Response

  Date: 11/09/2022

  On 11/7/22 we responded to the user via ticket #******** with, "Our team conducted an investigation and have reverted your account back to your original email. We apologize for the delay,".
  
  The ticket is now solved.

  Customer Answer

  Date: 11/10/2022

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

• Initial Complaint

  Date:10/27/2022

  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.

  Hello, on October 24, 2022 I was attempting to log into my Discord account only to find out that my account was disabled. I looked through my email to see if there was any messages and Discord had sent me a email stating "Your account has been disabled for promoting or glorifying physical or sexual violence toward individuals or communities. I had been in a **** Roleplay server as ******* and was also informed by a another member of the staff team that it was believed the server was mass reported. I was a member of the staff team for the server but strictly in game moderation nothing to do with discord. I attempted to appeal the ban from my account however they continue to say that I violated TOS - Community guideline I tried to explain I don't support actions against other people and communitys by making another ticket and trying to tell them the full story of what happened. At that point the same person how answered my first ticket which refused my appeal was give my second ticket and closed the ticket with out a response or anything I then reopened the ticket and request to speak to a supervisors or manager at that point and waited 2 days just for them to close my ticket again with no response. During this how possess they also refused to provide any proof of me doing what they accused me of doing. I had explained that I didn't support it but now they just ignore my request and wont answer my tickets. I am currently unsure what to do at this point and I really need help trying to get someone to talk to at discord to resolve my issue. My account for discord was named Dodge. I also have all the tickets and messages which I am willing to provide if you need anything else from me I would be more than happy to provide you with the information thank you and have a good day.

  

  Business Response

  Date: 11/02/2022

  As of 11/02/22 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.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: ********
  
  I am rejecting this response because: The Email for the account is ********************* sorry I forgot to place the Email for the account. I have attached the email now to this response if you could look now on that account, you should be able to see the tickets, or I can provide the tickets here for you to view whatever works for me. Thanks for the response and have a good day.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/09/2022

  On 10/25/22 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: 11/10/2022

   
  Complaint: ********
  
  I am rejecting this response because: Complaint: 18315205
  
  I am rejecting this response because: The problem I am having is that I was treated unfairly and this message right here "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,". is the problem. I understand one thing and that it stated I glorified or promoted physical or sexual violence which remains false the only thing I did was have a role in the discord. I have asked for proof of this as well no proof of me glorifying or promoting any of these clams are true. I have worked in Law Enforcement for 3 years when someone is arrest, they are initialed to what is called a PC or Probable Cause affidavit. I have seen once again no evidence which is all I have asked for from the start is evidence. There is no evidence that supports me being a Racist, Sexist, or anything else because I'm not I have tried every mean to prove this to someone and nobody seems to care a single bit. Furthermore, there were other people in that discord that I was banned from who actually had permissions I had no permissions to my knowledge within that discord to actually moderate chat messages or any other form of communication so if something was said how was meant to stop any thing when I didn't even have the ability to do so? There were also other people within the discord how we in the same position as me but were only temporarily banned while I was permanently banned, I know this because I have since spoke to some of the other individuals how were in that community who later had their accounts unbanned. I simply want to understand why this is because I had had that account for over 5 years never receiving any warnings, strikes, or any other forms of punishment that is simply because I don't do anything to get in trouble in the first place besides being in a Roleplay gaming community? Thanks for your time.
  
  Sincerely,
  
  *******************************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/24/2022

  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.

  Hello, my name is *******, and I am the account owner of mikemike#****. My account was disabled over a Paypal dispute chargeback for $4.99. Please unban me.

  

  Business Response

  Date: 10/26/2022

  Ticket #******** was merged into ticket #********.
  
  On 10/26/2022 we responded to the user via ticket #******** with, "because this payment is still eligible for a refund per our Refund Policy, we have lifted the ban on your account, refunded this payment and cancelled the subscription,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 10/26/2022

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

• Initial Complaint

  Date:10/18/2022

  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 doesn't Respond to help request tickets quick enough like businesses should to get issues salved where a good majority of people are turning to other means of getting their accounts back of which discord should be the sole company that does that and not outside organizations that can reverse hack and fix issues that discord should be able to handle on their own

  

  Business Response

  Date: 10/22/2022

  As of 10/22/2022 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:10/16/2022

  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.

  I purchased a year subscription that does not work. Please either fix the problem or provide a nitro gift of the same subscription in the same direction as I know that is something possible you can do. It feels fraudulent that a company would have sold a product that does not work and in response is not willing to help.

  

  Business Response

  Date: 10/18/2022

  On 10/18/2022 we responded to the user via ticket #******** with, "Because all purchases through the App Store are managed through Apple, our team is unable to provide a refund for this purchase,". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: ********
  
  I am rejecting this response because: I am not asking for a refund. I am asking Discord to make good on their promise. A product was advertised and it was purchased. The developers at Discord has the ability to make good on the purchase, as a gift as they do in promotional Discord materials, but is refusing to do so. 
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:10/14/2022

  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, for the last 6-8 months, I have noticed my account getting logged out consistently. I would log back in, and then saw that I was in strange and dangerous servers. Upon seeing them, I would leave them instantly, just to see the server getting automatically rejoined without my consent a week or two later everytime. I would then get messages from discord regarding me going against discords Terms and conditions, however, I reached out explaining the hacked account to their ******* support but to no avail, I never got a response. About over a week I went ahead and changed my password to make sure no strange people were logged in so they can not join fraudulent servers anymore, and yet again; the servers that I never joined reappeared on my page not too long after (and I instantly left them). I believe the hacker joined them before I changed the password and added a system to automatically make me join back when I leave! I now saw that my account has been banned and I desperately need it to be back. This account is what I read articles for my business on, contact regular long distant friends, and amongst other crucial connections. Without this account, I would loose all connection with these people. I did not go against any terms and conditions, I have been an honest and loyal user for over two years! Please further investigate this hacker and please reinstate my account with more information on how to better keep it safe from preventing hackers in the future. Thank you and please response as soon as possible. My username is arrowdesk#****, email is ************************ phone number **********.

  

  Business Response

  Date: 10/19/2022

  On 10/15/2022 we responded to the user via ticket #******** with, "Your account was disabled for violating our Terms of Service or Community Guidelines. We will not reinstate the account.,". 
  
  The ticket is now solved.