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:10/14/2022

  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.

  Hello, to whom this may concern on October 12th around 5pm EST my account was hit with a ban for the malicious sharing of personal information, after further investigation of the situation it seems like everyone that had some sort of administrative privileges within a server was terminated with the same reason, however I dont know how I was caught in that wave. I dont know how I obtained such permissions and did not interact with the server to my knowledge and was simply just a member and was not aware of such rules being broken or I wouldve personally reported it, Im asking for a second chance because Ive been on Discord for over a year, spent over $5000 USD within that year and still make monthly recurring payments in over $50 USD per month.I would really appreciate if you could look into this for me and check the possibility of my account being reinstated.Ticket #: ********

  

  Business Response

  Date: 10/18/2022

  On 10/14/2022 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:10/13/2022

  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 Midjourney for their service to produce AI drawings. I subscribed their service in August, but I am no longer interested to pay the monthly fee. One concern I have is that they force subscribers to give permissions to their "bot" to access customer information to "improve their service," which I am not too comfortable. I did express my concern by sending the message at *********************** and also sent another message on Sept. 16th, expressing my wish to discontinue. But I was charged for this month on 10th.

  

  Business Response

  Date: 10/19/2022

  As of 10/19/2022, 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.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18201407
  
  I am rejecting this response because:

  The business shpuld have looked up MY NAME, not my email address. Is this really a response from a tech company?
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/25/2022

  As of 10/25/2022, we can find no record of the 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: 10/27/2022

   
  Complaint: 18201407
  
  I am rejecting this response because:
  

  They should be able to find the record by the MEMBER NAME. I can't believe why it is so difficult to find something very simple. 

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

• Initial Complaint

  Date:10/13/2022

  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.

  Discord account was hacked on 10/3. Discord has had me create numerous support tickets from different emails addresses stating I needed to open a ticket using the original email that the discord was created with. Ive opened a ticket with the original email which is what I told by discord support was needed to prove I was the original owner and now they are saying I need to open a support ticket using the current email address on the account. How am I supposed to do that when my account information was changed. Discord support just keeps giving me the run arounds

  

  Business Response

  Date: 10/20/2022

  We are currently experiencing a higher than usual ticket volume. As of 10/20/22 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: 10/24/2022

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

• Initial Complaint

  Date:10/11/2022

  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.

  On September 13th, 2022, I subscribed to Discords' premium membership option, titled "Nitro" in the amount of $9.99 for a period of 1-month. In doing so, Discord offers 2 free digital products, free to paid memberships, called "Boosts", in which one can offer support for someone's private server by "boosting" said server and unlocking benefits not ordinarily unlocked any other way, after a specific number of people boost it.On September 15th, I had decided to use both of my available boosts on servers (this occurred on their ******* mobile application). One boost successfully applied, which from here on out shall be identified as "GFuel". However, the other boost was met with an in-application error message, which due to a glitch of its own, disappeared as quickly as it displayed.On September 19th, I e-mailed Discord to inform them of the issue in hopes that either a resolution to my issue would be offered or that I would receive financial reimbursement, as not all benefits of membership were granted to me. I received a reply the same day from agent *****, asking me to conduct some troubleshooting steps to see if that would resolve the issue. Unfortunately, these steps did not and I had replied two days later on September 21st, stating the issue persists. Later in the day, I received another email from agent *****, checking to see if anymore assistance is required. On the next day (Sept 22nd), I replied and stated that I had already replied, that my issue had not been resolved. Then on September 27th, I received a response from agent *******, stating that they were "experiencing a high volume of tickets". ******* also asked me to submit the email associated to my account, a screenshot of the error, and another of my profile. After submitting my email and a screenshot of my profile on October 1st, I no longer received any responses.

  

  Business Response

  Date: 10/12/2022

  On 10/12/2022 we responded to the user via ticket #******** with, "if the issue is persisting, could you re-provide a full screenshot of your User Settings > Server Boost and a screenshot of the error that you're seeing?,". 
  
  The ticket is now pending.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18196110
  
  I am rejecting this response because:

   

  I have already emailed the screenshots and information to your company. I'm not going keep running around in circles, re-providing what was asked of me, again and again. Check your quoted emailed replies. If I have to do your jobs for you, I'm expecting to be paid hourly for the work to be done.

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

  

  Business Response

  Date: 10/20/2022

  On 10/12/2022 we responded to the user via ticket #******** with, "Upon review, it looks like both of your current Server Boosts are active. One boost was started on 9/13/22 and the other on 9/15/22. Both are still active.
  
  I apologize for any inconvenience, but if the issue is persisting, could you re-provide a full screenshot of your User Settings > Server Boost and a screenshot of the error that you're seeing?,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:10/09/2022

  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.

  Recently Ive had an account hacking in which the hackers have enabled 2fa on the account. When I contacted support, they decided not to do anything about it even though I have proof I own this account. This is a major security issue and this business isnt doing anything about it.

  

  Business Response

  Date: 10/12/2022

  On 10/08/2022 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: 10/12/2022

   
  Complaint: 18190042
  
  I am rejecting this response because:

  Someone I know was able to have their 2fa reset, and Im not able to? This is unfair treatment of customers/users. They responded to my ticket but didnt resolve my issue, although theyve resolved many other peoples.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/19/2022

  On 10/08/2022 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: 10/20/2022

   
  Complaint: 18190042
  
  I am rejecting this response because:

  They did not help my case at all. They simply used an ai copy and paste, which they use for mostly everyone, and didnt actually look into my issue. I would like for an actual person to look into my case and resolve it.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/03/2022

  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.

  This business offered me a promotional two month period for their premium service, Discord Nitro, then proceeded to charge me for the second month. They refuse to return the money for the second month.

  

  Business Response

  Date: 10/11/2022

  On 10/03/2022 we responded to the user via ticket #******** with, "in order for us to issue a refund for this, your purchase must meet our refund policy as mentioned in the following link: https://support.discordapp.com/hc/en-us/articles/360012668071. That means that we are unable to give you a refund for this since our policy allows a one-time exception full refund if the request was made within 5 days from your initial purchase date,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:10/03/2022

  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.

  In early August Discord disabled my account for being underage. I've had my account for 7 years with no issues up until this point. I wanted to know more about how and why this action was taken against my account and inquired with Discord Support. After 2 months of trying to get something the only related response has been that "You indicated that you're under the required age to use Discord in your country". This statement is completely false. During the time I was seeking responses from Discord ************** my questions were frequently ignored and the requests were closed without any response. So I am left with the conclusion that Discord can randomly disable accounts, ignore user inquiries about actions taken against their account, and lie about why those actions were taken.

  

  Business Response

  Date: 10/05/2022

  As of 10/05/2022 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.
  
  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18157734
  
  I am rejecting this response because: The email associated with the account is a different email. This was submitted through my personal email, whereas my Discord email is different. The support portal linked in the response is where the issues arrive. In that portal my question has been ignored and falsely marked solved for 2 months, with a one time exception where I was lied to. I will yet again created a topic and reference this response, however no response will be accepted until I get some form of honest contact.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/11/2022

  As of 10/11/2022 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:10/01/2022

  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.

  My account Erk#**** was disabled (sending the same message too fast). I was collaborating and trying to form partnerships with other project owners. I own multiple discord servers and have amassed a big following (24k, 3k and 1k members). Support said I cannot transfer ownership of them since my account is disabled. I also have business partners that I have no way of connecting with as discord was our only form of communication and don't know their exact tags. My community / investors are freaking out. I opened a support ticket and an appeal 3 days ago, I finally heard a few hours ago, but the person said that I will not be getting my account back. Please help, this whole situation is ruining my companies as discord is our main way of communicating to our investors and future investors. My discord has a lot attached too it to from the past 3-4 years. I am very distraught right now, don't know what to do. I am very sorry for sending messages too fast, I was just in work mode really trying to build partnerships for my company. It will not happen again.Company #1 https://twitter.com/SusurrusNFT https://discord.gg/susurrus Company #2 https://twitter.com/BangstaBears https://discord.gg/yZY2pK9dFP https://discord.gg/BangstaBears

  

  Business Response

  Date: 10/04/2022

  On 10/01/2022 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.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18152821
  
  I am rejecting this response because my company depends on discord. It was an honest mistake and will never happen again. I own multiple discord servers and have amassed a big following (24k, 3k and 1k members) and I cannot transfer ownership of them since my account is disabled. My community / investors are freaking out. Please help, this whole situation is ruining my companies as discord is our main way of communicating to our investors and future investors. My discord has a lot attached too it to from the past 3-4 years. I am very distraught right now, don't know what to do. I am very sorry for sending messages too fast, I was just in work mode really trying to build partnerships for my company. It will not happen again.
  
  Company #1
  https://twitter.com/SusurrusNFT
  https://discord.gg/susurrus
  
  Company #2 
  https://twitter.com/BangstaBears
  https://discord.gg/yZY2pK9dFP
  https://discord.gg/BangstaBears
  
   
  Sincerely,
  
  Austin Erkl

  

  Business Response

  Date: 10/11/2022

  On 10/01/2022 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.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18152821
  
  The business is giving be the same robot response as they did in the support ticket I raised. They could careless about their customer, let alone a paying one at that. Have been one of the few to pay for nitro yearly and discord won't even give me the time of day to read my plea, what a shame. Ya'll should have just sold out to ********** they could probably afford to pay to offer a real support team that actually responds to tickets.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/25/2022

  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.

  This dispute is with support and regarding unapproved transactions, and support not being responsive or assisting to resolve the issue. My initial account with discord was hacked several months ago, and I had contacted support several times asking them to stop charging my card and to terminate the old account. Today I received another charge to that account, which I had previously authorized to be terminated. The date of the most recent transaction was September 25, 2022 for a total of 2 transactions $9.99 each ($19.98 tot). I have attempted to contact support a total of 4 times and only receive automated responses, which have mostly been irrelevant to my concerns. I am having to go to the length of changing my card to avoid them charging it, as I have now been charged repeatedly with no meaningful response from support staff.

  

  Business Response

  Date: 10/04/2022

  On 10/04/2022 we responded to the user via ticket #******** with, "After escalating to our internal teams for additional review, we have successfully refunded you for the charges associated to this account on July 31st, August 31st, and September 25th. Please allow **** business days for the refund to appear in your bank account,". 
  
  The ticket is now pending.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18125982
  
  I am rejecting this response because:I appreciate the refunded balances, this concern only escalated due to negligence to terminate the account in reference per my several requests. They have refunded several charges which have already been in dispute with my bank, but have yet to terminate the account as I have requested and authorized. I have again contacted them on 10/4/22 requesting the termination.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/11/2022

  On 10/11/2022 we responded to the user via ticket #******** with, "I've begun the deletion process once more for the account associated with this email which will take up to 15 days to complete,". 
  
  The ticket is now solved.
  

• Initial Complaint

  Date:09/23/2022

  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.

  I'm in a marijuana discord called discord.gg/smokescape and they are allowing drug selling, and underage smoking of marijuana and encouraging it, it needs to be takin care of.

  

  Business Response

  Date: 10/01/2022

  Hi there,
  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: 10/01/2022

  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,
  
  Dakota Hawks