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:04/03/2023

  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.

  My debit card was charged 5 times by discord gift-nitro. I didn't authorize these charges, nor have I heard of this company.

  

  Business Response

  Date: 04/04/2023

  As of 04/04/2023 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: 04/05/2023

  6
  Complaint: ********
  
  I am rejecting this response because: I've reached out twice to this company,  once via email and once via telephone voice-mail. I haven't heard back from them. Someone made 6 unauthorized charges on my debit card and paid for services to discord.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/06/2023

  We are currently experiencing a higher than usual ticket volume. As of 04/06/2023 ticket #******** is still listed in an open status and is currently under review by our Support team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 04/12/2023

  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:04/02/2023

  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 compromised and Discord support refuses to even bother to verify my identity as the account holder. The account was compromised on their platform due to their lack of security causing my Login token to be lost on both the Discord account proper as well as on my Email address. I am currently working with the email provider to get my email address back, however Discord refuses to speak to me on the grounds I am not writing in from the original Email address, even though I'm happy to verify through phone, through transaction id, or submitting a government ID to them. I've requested that they additionally cancel my membership while I am not able to access my account, however they've also ignored that message. I am extremely frustrated with not only the lack of support but the utter disregard for my issue, as I can see the messages from their support to the hacked user where their support is more than happy to change account details for them, in a language I've not once spoken in the 9 years I'd been on the app, in any of the times I've written into their support, from a totally different country.All I want is my account back and they've made this process worse than pulling teeth and I am sick of feeling like I am screaming into the void trying to get their support, when I had even attempted to reach out to their support while I still had access telling them to stop helping the email address and to correspond with the secure one instead.

  

  Business Response

  Date: 04/07/2023

  On 4/6/23 we responded to the user via ticket #******** with, "Once you have confirmed that you have done your due diligence to clean your device, we can look into the next steps. Please let us know once you have done so. Please note, if you have not taken steps to protect your devices and account security, and your account is compromised again, we may not be able to return your account to you,". 
  
  The ticket is now pending.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have been trying to contact Discord since the compromised email address has been consistently resetting the account since 03/30/2023 and have been shot down consistently, there has been no "repeated compromise" It's been the same user abusing my account and I've been trying to reach out to you on my email address. As I have mentioned, a separate device was compromised and has since had a fresh install of windows and is no longer at risk. Please associate the account with my current email address and recover it to the email address in ticket #******** not the original email address that was compromised. 
  
  I have responded to the ticket immediately after your response and have been waiting since.
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/11/2023

  We are currently experiencing a higher-than-usual ticket volume. As of 4/11/23 ticket #******** is still listed in an open status and is currently under review by our TnS team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  
  We have lifted the temporary suspension on your account. You should be able to access your account now.

• Initial Complaint

  Date:04/02/2023

  Type:Delivery 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 morning a received a notification from one of my credit cards that I had unusual activity that needed to be verified. When I looked it was a purchase for Discord Nitro, which I did not purchase or knew existed. The credit card that was used is for emergencies only, and they should not have access to it. I dont use this credit card unless it is an emergency, and dont know how it was charged. The purchase was not authorized and my credit card is having to be replaced to the risk of fraud.

  

  Business Response

  Date: 04/04/2023

  As of 04/04/2023 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:04/01/2023

  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.

  Dear Discord Team,I am writing to inquire about the recent termination of my account. I received an email stating that my account has been terminated due to anti-abuse measures. However, I have not used Discord in over a week and have not engaged in any activities that violate your terms of service.Therefore, I suspect that my account *** have been compromised, and someone else *** have engaged in abusive behavior using my account. I would like to request that you review my account's activity and investigate if there has been any suspicious behavior. If there is evidence of my account being compromised, I would appreciate it if you could reinstate my account as soon as possible.I have been a long-time user of **********************, and I value the service it provides. I always follow the terms of service and expect the same from others. I would like to take this opportunity to assure you that my account has not been involved in any abusive behavior.Thank you for your time and attention to this matter. I look forward to your prompt response.Sincerely,Bugless

  

  Business Response

  Date: 04/07/2023

  On 3/31/23 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.
  
  We are currently experiencing a higher than usual ticket volume. As of 4/7/23 tickets #********, #********, and #******** are still listed in an open status and 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.

  Customer Answer

  Date: 04/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I would like a copy of my data as per GDPR

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

  

  Business Response

  Date: 04/10/2023

  We are currently experiencing a higher than usual ticket volume. As of 04/10/2023 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: 04/11/2023

   
  Complaint: 19883721
  
  I am rejecting this response because: I still have not received a response 
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:04/01/2023

  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 account account was disabled due to participating in a channel that violated the **** but the thing is I wasn't the owner of the channel who was offering illegal activates like hacking or credit card fraud. It's also possible my account was compromised in order to join said channel after I left. If I'm correct shouldn't the owner of said channel be the one getting their account disabled, and possibly channel deleted?My Discord email: ********************* My Discord username: FancyDudeGuy#**** Regards,*******************************

  

  Business Response

  Date: 04/03/2023

  On 3/28/2023 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.
  
  We are currently experiencing a higher than usual ticket volume. As of 4/3/23 ticket #******** is 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.

  Customer Answer

  Date: 04/04/2023

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

  I did not perform any of the illegal actions listed in the attached email myself.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/07/2023

  On 4/4/2023 we responded to the user via ticket #******** with, "You should have received an email with more information regarding this violation. If you have any questions as to what behavior resulted in your account being disabled, please refer to that email,". 

  The ticket is now solved.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19882853
  
  I am rejecting this response because:

  I did not perform the actions stated in the original email. If Im given a 2nd chance I will not be joining a channel that performs the actions stated in the original email. If I get a warning email Ill leave the channel mentioned immediately.

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

• Initial Complaint

  Date:03/31/2023

  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.

  Midjourney is an online AI generated text to image provider. All of their business is conducted online through a third party website called Discord. You must join Discord, setup an account and be invited to join the Midjourney Server.All of that happened. Once I had used the service I decided I would like to take advantage of faster render times for the image. This required me to have a paid "subscription" for $10/mo. I decided to try it out. That was in January of 2023. After I subscribed, I logged onto my account, only to find I had no subscription in my profile, even though the invoice was received and the receipt was received as paid. Since that time, I have been unable to use my subscription and there is no way to cancel it.I have tried to contact on multiple occasions. I have received 2 invoices and it was paid through my bank for services I have never been able to use. I am writing because there is a sizable amount of people online in other forums that have had the same experience as I have had. I incident isn't a trend but 5, 10, 15?I will be calling my bank and canceling any further transactions, but i would like my money back from these people who have no phone, no email to contact, no online help, and the only link I was sent from them was on the bottom of my receipt at ********************** where if you email it, it automatically sends you links to things that do not work.My User Name on the Midjourney Server is gwildgoose#****

  

  Business Response

  Date: 04/04/2023

  As of 4/4/23 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: 04/04/2023

   
  Complaint: 19881706
  
  I am rejecting this response because:

  I have tried multiple times to log onto the "portal" and this is what I get (see Attached). This is always their answer and this is always the result. Like I said, I am not the only person this is happening to. Please note the user ID at the bottom left of the screen (gwildgoose#****) which is my account. 

  This is from the link they have sent me three times and I continuously receive the same result when I follow their link. The email link on the receipts and invoices I received from them has ************************ Once I write to them I get another email saying that ********************** isn't monitored and to follow the link provided to their discord server, where the page attached herein shows what I get.

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

  

  Business Response

  Date: 04/06/2023

  As of 4/6/23 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: 04/11/2023

   
  Complaint: 19881706
  
  I am rejecting this response because:

  It does not seem that anyone is reading my responses. I have shown that there is no way to contact with these people that works. Every attempt to contact this organization outside of the BBB has failed. Please refer to the image I have provided. I have tried on multiple occasions to reach this organization through the Discord server they have provide a link for with the exact same results. There has never been a time when I didn't receive the massage.

  I have attached an image to this response, just like I have attached this image in my previous response. Once again they avoid the problem by responding with nonsense. This is exactly the run around I have been getting from this group and it is why I asked the BBB to intervene. How many more times do I have to have to say I CANNOT LOG ON TO YOUR MALFUNCTIONING PORTAL!!!!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/18/2023

  As of 4/18/23 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. We are unable to assist further until you have submitted a support request to us directly.

• Initial Complaint

  Date:03/30/2023

  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.

  A staff namely ******* is just replying same messages over and over again without checking the required message links provided. This guy don't even check anything written in the ticket and just reply a same message which is:"Hello,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.We truly appreciate your efforts in helping us to keep Discord a safe and friendly environment.Sincerely,Discord **************** have reported thousands of server and some action is always taken against them because before reporting any server I thoroughly check the report that it breaks which Discord **************** and then report the server accordingly but whenever this guy named ******* has started reviewing my reports he just reply with the same message without checking the report.I would like to suggest Discord Trust and Safety team to take their time but atleast check the report before replying because we are just wasting our time reporting the servers writing essays about the terms of service being broken and the staff just ignores it? Please look after the matter as if it continues to happen then everyone will think that Discord has allowed illegal activities to take place in their platform.Regards,A Discord User.

  

  Business Response

  Date: 03/31/2023

  We are currently experiencing a higher than usual ticket volume. As of 3/31/23 ticket #********, ********, ******** and ******** are 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.

• Initial Complaint

  Date:03/29/2023

  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.

  I was charged $100 due to someone hacking my account, and I haven't heard from a single person besides automated messages in the last 72 hours. They didn't block my account because it spammed other servers with the same virus message, but they blocked it because I disputed the charge with PayPal. The communication has been non-existent and they seem to refuse to refund the money or reinstate my account so I can delete those malicious messages and stop others from falling victim to the scam as well. Overall, terrible business practice on their part. Inaccessible customer support, no sense of urgency to protect their client base. I tried support tickets to both their billing and 'trust and safety' departments, alongside a ******* direct message as suggested by Discord themselves as a preferred method of contact, and none of these options have yielded any results and it has been three whole days since my account spread malicious messages that others could and have fallen victim to.

  

  Business Response

  Date: 04/04/2023

  On 04/02/2023 we responded to the user via ticket #******** with, "However, 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.
  
  Additionally, we have gone ahead and initiated a refund. Please allow up to **** business days for the full refund to reflect in your bank and/or PayPal account,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:03/29/2023

  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.

  My account was hacked and my PayPal defrauded for $120 on 3/26/2023. Only AFTER I claimed the charges as fraudulent to PayPal, Discord immediately disabled my account for chargeback requests. Which tells me that you don't much care about your customers being scammed so much as you're only worried about it happening to yourself. Now, I would rather not get my own council over $120, however I will absolutely not be waiting any longer to receive a response from you over something like this. ^ The above has already been sent to Discord directly. I emailed your CEO, Support, and Legal teams directly with no reply.

  

  Business Response

  Date: 04/04/2023

  On 03/30/2023 we responded to the user via ticket #******** with, "Additionally, we have gone ahead and initiated a refund. Please allow up to **** business days for the full refund to reflect in your bank and/or Paypal account,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:03/25/2023

  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.

  I've paid discord continously over the last couple of months for Discord Nitro, a recurring payment of **** $. The services that are provided shouldn't necessarily even be behind a paywall; however, the main concern I have with this business is its customer support. I've recently been hacked about a little over a week ago and repeatedly informed Discord of this issue as their directions explicitly say to do so though almost every time I either had no response or was told to wait an indefinite amount of days for it to be transfered to their **************** team, which STILL hasn't happened. This too is for an immediate issue, someone who isn't myself on my account, which not only holds personal information but payment information and they have infact even made purchases under my name. They've further used my identity to try to scam people, all happening in real time, and are holding my account ****** for bitcoin. Rather than actually helping me with my issue Discord has been idle allowing this person to permamently ruin my account and any connections I had on the account even after expressing my urgency. I have about 4 - 5 seperate tickets through their site which is the ONLY way to reach them (email). Reports online also agree with this poor response, some individuals having to wait months or perhaps never being assisted AT ALL. There realisitcally is NO support on this end for a matter such as this which is quite important if someone is impersonating and making false purchases that they claim they will refund (they haven't making me have to close out my card and call my bank repeatedly). As of now my issue still isn't handle with and my personal information is still at risk. This also doesn't even address how Discord allows these sort of exploits on their site, malicious links that are unfiltered and pose serious risks to an individuals data. For example there are applications such as the "bby stealer and Pirate stealer" for public use solely on Discord.

  

  Business Response

  Date: 03/29/2023

  We are currently experiencing a higher than usual ticket volume. As of 03/29/2023 ticket #******** is 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.
  

   

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19852138
  
  I'm curious to know when this matter will actually be handled as it doesn't even seem like it takes much time to simply relinquish account control. My issue is on an immediate basis not one that will supposedly take months. If you'd like the issue to be handled over your response tickets it requires an actual response from Discord as it has been days without any follow up. I am still having issues with this account and the information held on it and until that is settled I am in worry. This still doesn't even mention the payment made on my account that is claimed to be refunded if found suspicious. Furthermore, anything they do with my account is irreversible and because that's obviously not a concern of yours it generally means more of a loss for me. I'd like for this to just simply be handled properly with a lack of excuse, it seriously shouldn't take long to even resolve my problem or initiate its termination (No steps have even been taken).
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/31/2023

  On 3/29/2023, 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.
  
  We have refunded the applicable charges.,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 04/03/2023

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