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Business Profile

Computer Software

Discord, Inc.
BBB accredited business seal
BBB Accredited BusinessNRRated by BBB

Important information

Complaints

Customer Complaints Summary

  • 3,460 total complaints in the last 3 years.
  • 2,719 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/22/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Under Discords Terms of Service that was Last Updated on Feb 25th, 2022 and made Effective on March 28th, 2022, it states that under section 8 Discords **** Services listed additional **** Service Terms available https://support.discord.com/hc/en-us/articles/4410339366295 states that Subscriptions, under which Discord Nitro is a subscription, that under Billing, states For annual subscriptions, well send you a reminder of the then-current subscription fee at least 30 days, and at most 60 days, in advance of your automatic renewal, or as otherwise required by applicable law. In which Discord **** failed to notify at least 30 days prior to the automatic renewal dated September 18th, 20022.If Discord **** followed their own Terms of Service I would have received a notification that an automatic renewal was approaching and I would have canceled the subscription. However, this is not the case and I was charged $99.99 via PayPay with Transacation ID 1SY01003S2810063K on September 18th, 2022 using the card on file with PayPal.Under the Discords Refund Policy, Refunds for Nitro and Server Boosts are a one-time exception and are able to process a refund for Nitro and Server Boost subscription as long as the request is made within 5 days I attempted to request for a refund using the method Discord pointed to in their TOS, which was an online form available at http://dis.gd/billing in which I requested a Nitro Refund I was given an automatic email on 9/18/2022 at 8:38 AM PDT stating how to respond for a Discord Nitro subscription refund by responding in writing I confirm that I would like to cancel my Discord Nitro subscription and receive a refund for my account associated with ******************* on 9/18/2022 at 8:45AM PDT with ticket number ******** and ******** to which I have yet to receive a reply.As we are tight on money, which is another reason why I would not have resubscribed to Discord Nitro, the rest is attached inthe screenshot of the email

    Business Response

    Date: 09/27/2022

    On 9/23/22, 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/or cancelled the subscription.,".


    The ticket is now solved. 

  • Initial Complaint

    Date:09/22/2022

    Type:Product Issues
    Status:
    Answered
    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 that I have just paid for a yearly subscription has been disabled without any reason given to me as to what they think I have done and they refuse to respond with a human response I am only getting replies from a bot. I want to know what they are accusing me of doing to break their TOS or Code of Conduct. If I have truly violated these terms I would like to ask for a second chance and to have my account back. If they refuse then I would like a refund for my Nitro subscription that I have paid to them. I would rather be given a second chance then to not know what I even supposedly did to be disabled.

    Business Response

    Date: 09/27/2022

    We are currently experiencing a higher than usual ticket volume. As of 09/27/2022 tickets #******** , #********, and #******** are still listed in an open status and are currently under review by our Trust & Safety team. Updates are pending. All communications regarding this matter will be done through the open tickets and not through this claim.

  • Initial Complaint

    Date:09/22/2022

    Type:Billing Issues
    Status:
    Resolved
    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 unfairly banned for "maliciously shared or participated in the sharing of the personal or private information of another user." I said someone's IP was *********, which is a special IP that just points back to whatever computer/device is accessing it. It is by no means private information and not a violation of the terms. I submitted a ticket to appeal the ban (ID *********, but I guess whoever was handling that ticket doesn't know what they're talking about because it was denied.I'm especially annoyed about this since my nitro subscription renewed not even 15 minutes before I got notified that my account was banned. On top of it, this account has many years worth of messages and has some features that are no longer available to users who don't already have it.

    Business Response

    Date: 09/29/2022

    On 09/26/2022 we responded to the user via ticket #******** with, "After further review of your situation, I've gone ahead and lifted the suspension on your Discord account at this time,".

    The ticket is now solved.

    Customer Answer

    Date: 09/29/2022

    Its unfortunate that these are the lengths I had to go to in order to get unbanned. I highly recommend Discord to look into their process and figure out how to prevent situations like these.

  • Initial Complaint

    Date:09/19/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 business committed to providing me a way to communicate with my community and with nothing but my support being asked if I was pushed to move my community to discord as it is a leading platform for gaming communication.But, last night Discord decided that one of the 40 servers I was in (that I had not participated in but was dragged in a long time ago by people) violated some rules and in turn they decided they would ban my long term standing account that I had for 5 years with my community of 100+ people who I am unable to communicate with As well as stealing my money for the months Ive paid for discord for their premium features. I have been cheated out of a long time standing account with multiple years of support I placed behind it as well as the money I have invested into discord and my discord server to make it a great place for my community for the actions of someone else that I had no control of Claiming I violated guidelines when I did nothing of the sort and have never done anything of the sort.

    Business Response

    Date: 09/22/2022

    We are currently experiencing a higher than usual ticket volume. Ticket #******** was merged into ticket #********. As of 09/22/22 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.

Discord, Inc. is BBB Accredited.

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