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:03/23/2023

  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.

  In September 2021, I had started a free trial of discord nitro through the desktop application. On September 12th, I received an email saying that my nitro had 8 days remaining and that I would need to subscribe to continue receiving benefits. On September 16th, I subscribed through ****** play store for discord nitro. However, subscribing through ****** store did not stop the automatic payments, and discord continued to proceed with automatic payments on my account. This resulted in 16 months of paying for discord nitro through both ****** play, and discord automatic payment system. When I reached out to discord about this issue, they offered me 3 months refund. However, this does not settle the 13 months of overpayment that I recieved due to a failure of their system to identify that I was already paying for their subscription. I believe I'm entitled to the full 16 months refund, or account credit, as they did not provide me with any extra services, did not provide me with any warning, and automatically took the money out of my account for a service I was already subscribed for.

  

  Business Response

  Date: 03/23/2023

  We are currently experiencing a higher than usual ticket volume. As of 03/23/2023 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: 03/26/2023

   
  Complaint: 19639733
  
  I am rejecting this response because: I'm unsure how to view your ticket, ill need further explanation. I would like to do this through the BBB for auditing purposes

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

  

  Business Response

  Date: 03/29/2023

  On 3/28/23 we responded to the user via ticket #******** with, " After further review, I can inform you that I will be able to provide a refund either to your ****** Play Store or desktop subscriptions that happen since the issue with the double subscription started. If you want me to cancel and refund the payments for the desktop subscription, please provide a confirmation,".
  
  As of 3/29/23 ticket #******** is still listed in an open status and is currently under review by our Customer Experience team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 04/02/2023

  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, once the refund has been processed. As of 4/2/2023, I haven't received any more information.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:03/22/2023

  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.

  Hello bbb, I am writing this because my account on discord.con has been terminated. I have contacted them, and the first time I wrote they did not respond. The second time, they did respond but with a sentence only message that didnt even explain why I was banned. I will appreciate if you help me get my account reinstated as I have done nothing to break the *** and believe it was undeserving. Thank you.

  

  Business Response

  Date: 03/23/2023

  On 3/22/23, 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.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19638345
  
  I am rejecting this response because: there is STILL no reason on why I was disabled. You saying my account was disabled for breaking TOS does not answer my question. Give me a valid reason or reinstate my account.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/28/2023

  On 3/22/23, 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.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19638345
  
  I am rejecting this response because: no reason given still. Reinstate my account or I will sue
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/20/2023

  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 have a yearly subscription to Discord premium membership which cost $100 a year. Last week I was locked out of my account for unknown reasons. When the correct password is entered I am told I need to reset it. I unfortunately no longer have access to the original email from the account and thus cannot change the password that way. However, i have a verified phone number with the account, receipts from my purchase, and access to other verified and associated accounts (namely a Twitch.tv account). After several attempts to contact support i have been ignored and denied any chance to prove my ownership of the account or receive a refund for the membership purchase. While I understand there are security reasons that allowing someone without access to the email would be difficult, how is one supposed to deal with a lost email if we couldnt even remove it from the account when we had access? Furthermore, their support page specifically has a tab for unable to access emails and yet my issue has still be ignored and, when they would respond, told was impossible to address. The account in question is DespairMD#****. The password with the account can be provided at request. The associated phone number is the same Ive provided with this claim ***********). The support tickets which are now being ignored are ******** and ********. Included is a receipt for the membership purchase as well as a screenshot of what the app tells me when I attempt to reset the password with the verified phone number only I have access to. Thank you in advance.

  

  Business Response

  Date: 03/22/2023

  On 3/22/23 we responded to the user via ticket #******** with, "If you're attempting to change the email associated with your Discord account credentials, you will need access to your email address in order to complete the required verification. We would recommend you reach out to your email provider and attempt to regain access to your email address. Additionally, because Discord purchases on iOS are managed via the Apple App Store, we don't have the ability to process a refund for you directly,". 
  
  The ticket is now pending.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I have attempted to reaches the email to no avail. All i need is for the password to be able to be changed with the verified phone number or via this claim, whatever works best. Getting access back to that account is very important to me and there is sufficient proof I own it.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/23/2023

  On 3/23/2023, we responded to the user via ticket #******** with, "Sadly for security reasons, we cannot change your email, nor are we able to assist you with resetting your password,".
  
  The ticket is now solved.
  

• Initial Complaint

  Date:03/20/2023

  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.

  A couple of months ago, I was notified by Discord that my account had been disabled for being "under the age of 13". I was surprised and confused as I had provided my actual age while creating the account. I knew for a fact that I was well over 13, and yet my account had been suspended.I opened a support ticket immediately and waited for a response. However, it took them three long days to reply, which was frustrating. When they finally responded, I was asked to provide some identification to prove my age. I submitted my passport, but unfortunately, they rejected it, stating that it was not valid enough for their verification process.Determined to regain access to my account, I decided to obtain a new ID card, which I did the following week. That night, I sent them a photo of myself holding my ID card with my PC and Discord in the background, hoping that this would be enough to prove my identity. However, despite sending multiple follow-up messages, I received no response from them. This went on for three long weeks, during which I opened several tickets and sent them emails, but they never responded.When I tried to log in and check if my account exists, I discovered that it was gone. It was disheartening to lose an account that I had worked hard to build up and that had several badges that I was proud of. Moreover, I had business partners on the platform, and losing my account had a severe impact on my work.Throughout this entire ordeal, I found Discord's support to be unprofessional, unresponsive, and disappointing. Their lack of responsiveness and poor customer service left me feeling frustrated and disappointed. I am willing to provide proof of my emails if needed, and I hope that Discord will take responsibility for their mistakes and improve their customer support.

  

  Business Response

  Date: 03/20/2023

  On 01/16/2023 we responded to the user via ticket #******** with, "To protect our users' privacy and security, we're only able to discuss account details with the email address associated with that Discord account. Since it looks like you're currently writing in about another account associated with another email address, please send us a new ticket through that other email address via our support form instead and I can help check on that request through there.". 
  
  On 01/12/2023 we responded to the user via ticket #******** with, "Thanks for writing back. It looks like you're missing some of the information that we requested to verify that you're old enough to use Discord. Please include all of the requested materials in a single photo, and make sure that all of the requested materials are clearly visible.,". 
  
  The tickets are now closed.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  
  I already did all that, i sent the correct stuff... my account is deleted unless i can get it back with all my stuff on it?
  just contact me directly on my email
  
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/23/2023

  On 1/13/23 we responded to the user via ticket #******** with, "If you're unable to fulfill our requirements, then this is a permanent action and we will not reinstate the account,". 
  
  The ticket is now closed.

• Initial Complaint

  Date:03/14/2023

  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.

  I want proof for my account actions of breaking the *** which they havent given nor answered, also i always need to keep repeating myself in their emails, i have had this account for 3 years almost and yet they take it so lightly with out a doubt, i take it as a bias action taken on my account, im sorry for whatever i did but i know im righteous for this account, for all of its memories, friendships, time ive spent on it, i want a warning for whatever i did. Second violation is ban.

  

  Business Response

  Date: 03/16/2023

  We are currently experiencing a higher than usual ticket volume. As of 03/16/2023 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: 03/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: I did not get a clear answer also,  I want proof for my account actions of breaking the **** also they i always need to keep repeating myself in their emails, i have had this account for 3 years almost and yet they take it so lightly with out a doubt, i take it as a bias action taken on my account, im sorry for whatever i did but i know im righteous for this account, for all of its memories, friendships, time ive spent on it, i want a warning for whatever i did. Second violation is ban.
  
  Sincerely,
  
  Lbe Flu

  

  Business Response

  Date: 03/21/2023

  On 3/16/2023 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.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: ********
  
  I am rejecting this response because: I want a real person to review this troughouly since i have been mistreated and potentially losing an important account to me, this was unfair ban and discord does nothing about it, they throw bans lightly without any support interference, i want answer immediatly. Thanks.
  
  Sincerely,
  
  Lbe Flu

• Initial Complaint

  Date:03/12/2023

  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 account was recently disabled off Discord on Wednesday the 8th. The reasoning for this action being taken was filed as Posted content that glorified or promoted physical or sexual violence against individuals or communities, or was involved in servers dedicated to such content. I believe I was falsely disabled as I was present in a server that was deleted at the time of my being disabled, however the accusation of me violating the Terms of Service or the Community Guidelines is one I strongly deny. I have not violated the *** or Guidelines once in my 4 years of using Discord since November of 2019. I am seeking my account be reinstated and an apology be issued to me for the false punishment taken against my account for simply being present in the wrong place at the wrong time. I also believe I was wrongly ignored as I filed several appeals, and only received three responses from an automated system claiming that I did indeed violate the guidelines and thus, would not be reinstated. I strongly deny all accusations against me and my account and I wish to be reinstated ASAP.

  

  Business Response

  Date: 03/13/2023

  We are currently experiencing a higher than usual ticket volume. As of 3/13/23 tickets #********, #********, #******** 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: 03/14/2023

  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:03/06/2023

  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.

  Month Of First Contact: August 2022 Months Of Final Contact: Febuary And March 2020 Discord User Tag: ***** The Bombay Cat#*************************** User ID: ******************* Personal Email Linked With Discord Zendesk Support Portal:******************************************* Business Email Linked With Discord Account: ************************* To Whom It May ************* August 2023 Iv Been Trying To Ask Discord To Look Into Accommodating Those With Authisim And Mental Illness Since Iv Been Unfairly Banned And Harassed On Many Servers ***luding The Official Discord Townhall And Discord.JS Server.Iv never Recieved A Personal Or Human Responce The Only Responces Iv recieved Have Been Copy And Paste Responces From The "*****" Bot Which Is Showing That Trust And *************** And I Feel Like Discord Is Singling Me Out And Discriminating Me Because Of My Authisim And Mental Health Struggles.Iv Contacted ************************** Twice On His Business Email ********************************** To Encorage Him To Escilate This Issue To The Trsut And Safty Staff But I Was Ignord And Forwared To Support Wheere Once Again I Never Recieved Any Reassurance That My Issue Would Be Taken Seriously.Iv Contacted *********************************** Last Week To Explain That I Feel Like Discord *** Isnt Doing Enough To Protect Vunrable Users And Once Again I Recieved No Responce And No Action Was Taking To Help Prevent This Issue.Im Mentally Exausted Trying To Resolve This Issue And Have Told ******************* That This Is A Really Serious Issue Yet They Refuse To Even Try And Help.

  

  Business Response

  Date: 03/14/2023

  Thank you for reaching out to us with your concerns and were sorry to hear that you're having this experience. We do not tolerate harassment, bullying, or threats on Discord. When we become aware of violations of our Terms of Service and Community Guidelines, we take action to ensure Discord can continue to be a safe, welcoming space.
  
  As of 3/14/2023, ticket #******** is still listed in an open status and is currently under review by our Trust and Safety team. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 03/20/2023

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

  
  Every time Iv Opened A Ticket Iv Only Gotten Copy And Pasted Responses Generated From Your "*****" Bot,

  Resulting In Me Having To Contact The *** On *********************************** In Which I Was Moved To The Support Portal

  Leading To More Copy And Paste Responces I Cant Keep Making Tickets As Its Wasting Boath Discord And My Own Time.

  Please Note This Is A Serious Issue It Has Resulted In Me Harming Myself And Severe Recieving Mental Distress.

  Iv Since Than Deleted My account Out Of Fear That The Moderators Will Continue Speading Lies About Me.

  I Tried Emailing The *** *************************************** Asking For Discord To Consider Accomidating For People With Autisim And Mental Health Issues.

  I Feel Like Server Owners Should Be Held Accountable And Issued An Email Telling Them That They Are Not Allowed To Spread Lies And Harass Users (Even If They Have Banned Them)

  `i Tried Adding ************** His Tag The Real *****#**** In Hopes That Mabey I Could Explain The Suituation.

  I Love The Discord App And Im Sad To Leave Since Iv Met Nice People, However I Feel Like Discord Needs To Attempt To Educate Users On Giving People With Autsim A Chance And Not Banning Them

  For Having A Bad Day.

  Please Can A Real Human Being Respond To This And Try And Resolve This.

  This Issue Can Only Be Done In this Claim Since All My Tickets Get Ignored.

  Ill Be Very Greatful If We Can Resolve This Issue My Email ************************* Is Open To All Discord Departments Please Investigate This And Take This Report Seriously

  Discord Should Be A Place For Gamers To Chat With Each other And Have Fun Ablisim Should Not Be Allowed Please ******************** Guidlines So Moderators Know That They

  Are Not Allowed To Ban People And Spread Lies About Them Just Because They Have Autisim.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/24/2023

  Thank you for reaching out to us with your concerns and were sorry to hear that you're having this experience. We do not tolerate harassment, bullying, or threats on Discord. When we become aware of violations of our Terms of Service and Community Guidelines, we take action to ensure Discord can continue to be a safe, welcoming space.
  
  On 3/24/23 we responded to the user via ticket #******** with, "In order to verify the reported violation, we'll need you to provide the message links of the specific content for us to investigate the situation. There are instructions on how to gather those links here and there are instructions on how to gather user and server IDs here (**********************************************************************),.
  
  Please send us the required links via the user ticket above and we will look into this. The ticket is now pending.

  Customer Answer

  Date: 03/27/2023

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

  I Don't Have The Message Links As I Was Banned As Sated In My EthicsPoint Report  (************)

  This Situation Has Effected Me Mentally To The Point Of Sucidal Thoughts And Self Harm Yet Trust And Safty Have Never Giving Me A Human Responce

  Instead Your Company Has Just Copy And Pasted The Same Response For ALL Of My Tickets Iv Gone Head And Create Another Support Ticket In Which Im

  Expecting A Human Response #******** But I Guess I'll Only Receive A Copy And Paste Response.

   

  Please Mr ********************* Can You Pass this Onto *********************** And Actually Get This Suituation Resolved As Discord *** Should ***lude Autistic People And Should Educate Server Admins Not To Ban People Just Because They Are Autistic I Don't Understand Why ALL Of My Emails To The *** ******************************** ***********************************  ************************************* getting ignored.

   

  I Understand That My Ticket Was Responded To But I Only Received A Copy And Paste Respocne About "Message Links" Despite The Facts I DOnt Have Message Links As I **** Banned.

   

  These Are The Following Servers In Question:
  ************************************************************* by the name of ******* called me a "victim" for asking a coding question and unfairly banned me. This led me to screaming and breaking down mentally.
  ****************************************************************** regularly discriminated against me for submitting a GDPR request and a request to remove false accusation reviews. This led me to punching myself in the head.
  ****************************************************************** lestrange1#**** spammed my DMs and harassed me because I asked a coding question.
  **************************************************************** ChocoAChip#**** banned me for asking for depression support while moderator *****#**** harassed me to the point of self-harm and followed me onto other servers.
  Top.gg: Owner Mac#**** banned me for reporting the Choc Bar server to them.
  Discord Townhall: Moderators banned me for reporting the Choco Bar and asking about my ticket.

   

  Please Kindly Respond As Soon As You Can Without Copy And Pasting Im Ready To Listen To Discord *** And Keep This A Civil Matter.

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

  Customer Answer

  Date: 04/05/2023

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

   

  I don't have the message links and I find it unacceptable that Discord *** is sending me copy and paste responses it's clear you don't care. 

   

  II opened Another Ticket #******** Discord *** Ignored This One I Contacted Ehics Point Discord Closed My Report Without Responding. 

   

  Its Clear That Discord *** Doesn't **** That I Received An Enormous Amount Of Mental Distress And I Harmed Myself Because Of The Discrimination. 

  These Are The Following Servers In Question:
  ************************************************************* by the name of ******* called me a "victim" for asking a coding question and unfairly banned me. This led me to screaming and breaking down mentally.
  ****************************************************************** regularly discriminated against me for submitting a GDPR request and a request to remove false accusation reviews. This led me to punching myself in the head.
  ****************************************************************** lestrange1#**** spammed my DMs and harassed me because I asked a coding question.
  **************************************************************** ChocoAChip#**** banned me for asking for depression support while moderator *****#**** harassed me to the point of self-harm and followed me onto other servers.
  Top.gg: Owner Mac#**** banned me for reporting the Choc Bar server to them.
  Discord Townhall: Moderators banned me for reporting the Choco Bar and asking about my ticket.

   

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

  

  Business Response

  Date: 04/07/2023

  On 4/7/23 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: 04/07/2023

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

  This Reply Is AI Generated Since I Receieved This Exact Same Responce Before.

  I Will Contact My ************************ As It Is Unacctable That Discord *** Is Ignoring Abuse And Ablisim Against Autistic Individules.

  Im Still Considering Legal Against Discord *** For The Mental Distress I Recieved As A Result Of Your Company Ignoring My Reports By Spamming

  Auto Generated Responces (***luding In This Ticket)

   

  If I Dont Recieve An Actual Responce With Proof The Servers In Question Were Punished And That Discord *** Will Do More To Protect Autistic People

  From Abuse I Will Proceed With Legal Action.

   

  See You In Court

   

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

  

  Business Response

  Date: 04/10/2023

  Thank you again for reaching back out to us with your concerns. We do not tolerate harassment, bullying, or threats on Discord. When we become aware of violations of our Terms of Service and Community Guidelines, we take action to ensure Discord can continue to be a safe, welcoming space.
  
  We are currently experiencing a higher than usual ticket volume. As of 4/10/2023 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.
  
  If there are any additional message links to report, please follow up with us via ticket #********. 

  Customer Answer

  Date: 04/12/2023

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

  It Is Unacceptable That Discord *** Keeps Sending Me The Exact Same Template Responce.

  In Ticket #******** I Recieved The Exact Same Autogenerated Responce I Got In A Previous Ticket.

  This Shows That Discord *** Didnt Read My Ticket And Just Sent A Template To Make It Look And Appeare That They Responded.

  As A Result I Had No Choice And Had To Alert ******* Via The IC3 Contact Form.

  This Resulted ************* Showing Up To My Parent's House At 4am On Easter Monday.

  Please Note Your Company Is Hurting Me Deeply.

  I Will Expect To See Evidence That An Investigation Has Been Done.

  Any Bot Or Template Responces Will Be Rejected

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

• Initial Complaint

  Date:03/04/2023

  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 have been attempting to obtain a refund from Discord *** and they are seemingly making it as difficult as possible along with being unable to remove my payment method from their site. The only time I can supposedly remove my payment information is when the subscription for the month has ended. Yet Discord has an automatic payment system that keeps me from being unable to remove my payment information in the days leading up to the renewal date. At this point this company seems to be doing this on purpose including the delaying response attempts and making the refund harder than it needs to be.

  

  Business Response

  Date: 03/08/2023

  On 02/11/23 we responded to the user via ticket #******** with, "Just to follow protocol, if your purchase meets our refund policy (linked above), could you confirm and explicitly tell us the registered email address tied to the account that you would like canceled/refunded and we'll be more than happy to get the process started for you,".
  
  On 02/14/23 we responded to the user via ticket #******** with, "We just wanted to reach out and double-check if the issue described in your ticket has been resolved. If not, you can respond to this email to let us know if you need any further assistance,".
  
  The ticket is now closed.
  
  Tickets #******** and #******** were merged into ticket #********. On 03/07/23 we responded to the user via ticket #******** with, "I've gone ahead and issued a refund and canceled the Nitro subscription. You may see the refund reflected as a separate credit on your statement, or the original charge may simply be dropped from your statement. Please allow up to **** business days for the full refund to reflect in your account statement,".
  
  The ticket is now solved.

• Initial Complaint

  Date:03/03/2023

  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.

  On Feb 22, 2023 I was notified via email that my account on the ************ site Discord has been disabled. The reason for this was that; "Your account sent threats to others, participated in targeted harassment, incited violence against individuals or communities or was involved in a server to these behaviors." I appealed the suspension on the grounds that I do not threaten or harass other users and asked the company to clarify the specifics of my infraction. I received a response from a staff member on Feb 23 that said "Discord has disabled your account for violating our Terms of Service or Community Guidelines. We've reviewed and confirmed this violation and we will not reinstate your account." I would note the automatic response from Discord says to email for information about your case. After this appeal denial I replied to the email to once again ask them to clarify the nature of my infraction but at this time they have not responded. In a 24hr period the "Trust and Safety" team was able to review my case and deny my appeal, but after 1 week they have not informed me what I posted to warrant my suspension, nor even what bylaw I violated. The quoted rule is opaque, it can mean anything from personally making criminal threats to a ban based on guilt by association. There was no transparency in the appeal process and little evidence a moderator did anything beyond press a metaphoric "denied" button when reviewing the appeal. I am not alone in this either. One of the servers I am in was for a controversial ******* host. He released a video today 3/3 where he shows a similar Discord message that told him that he needed to remove offensive or threatening content from his server or it would be deleted, but was not told what particular post in the server needed to be removed. Hundreds of people post thousands of messages each day on the server, so the only viable option was to delete the entire board. This could have been the server I was banned for as well.

  

  Business Response

  Date: 03/08/2023

  On 2/23/23 we responded to the user via ticket #******** with, "Weve reviewed and confirmed this violation, and we will not reinstate your account.,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 03/12/2023

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

  This reply speaks to the core of the problem I have with the Discord appeal process. Even with the involvement of the Better Business Bureau the company has not elected to even share the specific nature of my alleged violation. Nothing about the response indicates that they looked into anything regarding my case, it quite simply reads no. While I am wanting to have my account restored, my request included a transparency request. My original account suspension notice told me to reach out to Trust and Safety for information on my violations. Their response includes no clarification on what exactly was ruled a permanent suspension worthy offense. It doesn't include my actual statement, what server the violation originated, or even what the actual bylaw it was. The rule I am cited as breaking is vaguely worded and included a wide range of behaviors. They have not told me what I have been said to have done wrong but I am to trust that they have reviewed my ************" appears to be a core component of the moderation policy because there's no transparency, according to their response I have to take it on faith that I was judged fairly as there's no evidence of any standards or that the appeal process involves anything more than the Trust and Safety Team sending out an automated "No" response. The wording of the appeal denial is identical to the denial I originally received when contacting the moderation team. I have no reason to believe that they even looked into the details of my case when their responses have clearly been Copy/Pasted generic denial messages, like those that can be set up to automatically reply to emails. This response from the Discord team makes me even more suspicious of their internal systems as it demonstrates a complete refusal to be transparent. I can understand wanting to protect users but the messages I received regarding my case were robotic and have no indication that my case was ever reviewed by an actual human. 

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

  Customer Answer

  Date: 03/13/2023

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

   

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

  This reply speaks to the core of the problem I have with the Discord appeal process. Even with the involvement of the Better Business Bureau the company has not elected to even share the specific nature of my alleged violation. Nothing about the response indicates that they looked into anything regarding my case, it quite simply reads no. While I am wanting to have my account restored, my request included a transparency request. My original account suspension notice told me to reach out to Trust and Safety for information on my violations. Their response includes no clarification on what exactly was ruled a permanent suspension worthy offense. It doesn't include my actual statement, what server the violation originated, or even what the actual bylaw it was. The rule I am cited as breaking is vaguely worded and included a wide range of behaviors. They have not told me what I have been said to have done wrong but I am to trust that they have reviewed my ************" appears to be a core component of the moderation policy because there's no transparency, according to their response I have to take it on faith that I was judged fairly as there's no evidence of any standards or that the appeal process involves anything more than the Trust and Safety Team sending out an automated "No" response. The wording of the appeal denial is identical to the denial I originally received when contacting the moderation team. I have no reason to believe that they even looked into the details of my case when their responses have clearly been Copy/Pasted generic denial messages, like those that can be set up to automatically reply to emails. This response from the Discord team makes me even more suspicious of their internal systems as it demonstrates a complete refusal to be transparent. I can understand wanting to protect users but the messages I received regarding my case were robotic and have no indication that my case was ever reviewed by an actual human. 

  
  

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

  

  Business Response

  Date: 03/20/2023

  On 2/23/23 we responded to the user via ticket #******** with, "Weve reviewed and confirmed this violation, and we will not reinstate your account,".
  
  The ticket is now solved.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: ********
  

   

  I am rejecting this response because:

   

  They have still failed to specify the bylaw of thr cited rule that I have violated. As stated, thr rule encompasses several different behaviors and they have not stated which I am ruled to have violated. This is not an answer to the question they have been asked, it is just an automated response.

   

  There is no conceivable way that providing the accused with the requested information would require them to provide proprietary information nor would it reveal their internal systems. It is simply a request to disclose and this should not be considered a valid response. Clarification of a bylaw is not an unreasonable request. It is unreasonable for them to refuse to show any level of transparency as they have done here.

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

• Initial Complaint

  Date:02/24/2023

  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.

  Since the 14th of February, I have been trying to recover an account with Discord from being hacked which under normal circumstances would be easy to do but due to the fact that I lost access to that email (due to the same hacker) and Discord's support policies with the account issues they will not give me any information on the account to recover it. I have also reached out to them three times with support tickets through their Zendesk support system and only got a response on the first ticket to create another ticket with the original email, which I did then lost access to that email from the same hacker, then I sent in a third ticket the 16th of February and have not gotten a single reply to it nor have I gotten a reply on a recent comment on the first ticket I sent. With Discord's support, they also have no other way of contacting their support representatives beyond Zendesk as they have no listed support number nor live chat for support. Their support policies do not take into account for an instance of a user of their platform loosing access to the email used to create the account when trying to file a support request. The account in question I had on Discord's platform went under "Anthony_B_Russo10#****" prior to the hacking and has an ID (which never changes) of ****************** and had the my phone number, which is on this form, associated with the account as well. I have been at trying to deal with this for two weeks and I just want to try and resolve this issue. Attached is a screen shot of the only reply on the two support tickets I sent via my main email to them as I do not know if there was a reply to the second ticket I sent with the original email. Take note that the response says they want to protect user privacy but doesn't acknowledge that if someone loses their email associated with their account the person (like in my case) has to use another email.

  

  Business Response

  Date: 03/03/2023

  We are currently experiencing a higher than usual ticket volume. As of 3/3/2023, 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.