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:01/12/2023

  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 week ago, my Discord Account was told to be a violation of their terms of services or I had taken action to violate the terms of services (Re: Image Evidence1). Although I have absolutely no recollection of partaking of the violation act, I understood that maybe something could have happened, so I contacted the Discord Trust and ************** in the attempt of an appeal while finding out what the actions was. I had received no other evidence from Discord other from Evidence1.(Re: Image Message1), their automation system told me the following of they were experiencing higher than normal volumes, and they would contact me shortly. (Re: Image Message2), I sent messages 2 days after the initial message, and then again at 5 days after the initial message.I have not received contact from Discord at all. I'm essentially being ghosted by their services.If you noticed in the messages I sent, I mentioned how I have been prohibited from things.My job essentially communicates and works on a Discord Server we have. We use it for interaction with our community and other workers, and I am the Community Manager Leader. I have not been able to do my job for a week nor and only have been able to contact my boss via email of the reason I am not available. I also have information regarding my job and other various things I have not been able to access as they are on Discord Servers I am in. I also was in the middle of a financial transaction between me and another user, which I now can not complete due to no contact with the other user. It's beyond frustrating, and I would just like my account back and to actually talk to Discord.

  

  Business Response

  Date: 01/18/2023

  We are currently experiencing a higher than usual ticket volume. As of January 18, 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: 01/20/2023

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

  The issue is not resolved and I am uncertain that Discord will respond to me in a good timeframe. I want to see the hard evidence of reasons of my account being disabled which they have so far not replied with yet even though I have requested it multiple times. I am not getting anything more than vague responses. I want the evidence, which I have requested for. I have not been able to do much without this account due to it holds a lot of information and has access to servers with specific permissions. I have been unable to contact people, do work, and have access to information I need. I am nowhere closed impressed by Discord's services at the minute and would like them to show me the evidence and actually speak to me in regards to the matter instead of vague replies.

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

  

  Business Response

  Date: 01/24/2023

  On 1/19/2023 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: 01/26/2023

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

   

  Discord is refusing to respond to me. I want them to actually talk to me. Not just say "We disabled your account for a reason we won't state". They have not stated an actual reason. They said I violated their Terms of Service. How though. They have not told me. I want them to actually communicate with me. Tell me the reasons why my account was disabled, and show me the evidence. I'm very certain they got false information and didn't look into it further. 

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

• Initial Complaint

  Date:01/11/2023

  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.

  Back In November I went to cancel my Nitro subscription and boosts, but the cancel button was missing from my account. I took evidences of this and went to Discord's help desk and requested them to cancel my Nitro subscription. I received a response back from them saying my issue was handled, under request (********) Nitro and boosts were removed from my account, but I was still being charged for it back in December and now in January.When I realized Discord was still charging me for it and I was not receiving Nitro from them, I had no choice but to now contact my bank to report the charges that I did not authorize.A few days later, Discord disables my account because I went to my bank to report the charge. I use my Discord account for my business, so I was very angered by this. I once again submitted a ticket, which is request (********) in the email, asking them to restore access to my account and explained the situation. They did not help me at all and told me to call the bank and remove the charge back. I waited a day for a response from a actual person and not a automated response, but I still have not been helped.

  

  Business Response

  Date: 01/12/2023

  On 01/12/2023 we responded to the user via ticket #******** with, "As a one-time gesture, I went ahead and lifted the ban on your account but should there be any further disputes on this account we will not be able to reinstate it,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 01/13/2023

  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:12/31/2022

  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.

  This is the worst support that i've ever had, my account is getting deleted because i got false reported of being underage, now after i contacted discord support, they wanted another clear photo, i gave all the required information but now they won't reply back to me at all, i have been waiting 6 days, 6 **** days, i'm so mad, i made another ticket but they haven't replied to me yet, i don't want my account to get falsely deleted, my support ticket, ********. and my other support ticket, ********

  

  Business Response

  Date: 01/10/2023

  We are currently experiencing a higher than usual ticket volume. As of 01/10/2023 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.

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising 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 banned following a five-hour window 'warning' when I was asleep. The company then gave generic answers with zero substance and accused me of sending 'harmful or threatening messages' and has provided no evidence of such activity. They also said any subscriptions I had would be canceled, this was also a lie. This company has a history of horrible service and brain-dead responses.

  

  Business Response

  Date: 01/04/2023

  On 11/17/2022 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:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are refusing to answer my emails and won't reinstate credit that I have on my account. I asked for a refund if they wrongfully charge me and they won't respond. They are refusing to let me use what I paid for. I have been trying to reach out since before Christmas of 2022 and they will not respond. Essentially, I paid $60 for something that I can't use.

  

  Business Response

  Date: 01/04/2023

  We are currently experiencing a higher than usual ticket volume. As of 01/04/2022 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: 01/05/2023

  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. I got the credit applied without being charged which is all that I needed.
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:12/25/2022

  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.

  I was hacked and firced into a discord server then banned for being in it

  

  Business Response

  Date: 12/27/2022

  We are currently experiencing a higher than usual ticket volume. As of 12/27/2022 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.

• Initial Complaint

  Date:12/16/2022

  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 of five years was recently disabled, with no explanation for why. I have reached out to the Trust and ***************** to justify this action and have not received an explanation for why it has been removed. I made two different requests, and the first one received no reply and was marked as "solved" my second request was answered with the short answer that it had violated "Terms of service or community guidelines." I have emailed the dispute department. I have yet to hear back from them. But I wish to inform you that I have had difficulty getting an explanation for, in my eyes, a quick and bold action. I believe that my account was wrongfully accused, and I will continue to ask until I receive a proper explanation. If one cannot be provided, I wish to have my account enabled, as it is wrong to remove accounts without giving a reason for their removal.

  

  Business Response

  Date: 12/18/2022

  We are currently experiencing a higher than usual ticket volume. As of 12/18/2022 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: 12/18/2022

   
  Complaint: ********
  
  I am rejecting this response because: I continue to send in requests to look into this matter and I continue to get ***** who tells me my account has been disabled for "violating our Terms of Service or Community Guidelines." and that my account will not  be reinstated. I implore someone to look into this matter as to my knowledge I have not done something that constitutes a violation. I understand this is a busy time of the year and that is why it is all the more important my matter be looked into as I do not want my account to be deleted after 14 days. I do not wish to have my account removed for a report I believe to be fake or wrongful. I find that the Trust and ***************** have turned a blind eye to my requests due to their inability to provide me with answers and their willingness to outright avoid my requests.
  

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

  

  Business Response

  Date: 12/19/2022

  We are currently experiencing a higher than usual ticket volume. As of 12/19/2022 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.
  
  On 12/16/2022 we responded to the user via ticket #******** with, "Your account was disabled for violating our Terms of Service or Community Guidelines. We will not reinstate the account,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: ********
  
  I am rejecting this response because: As of December 20th, all of my requests have been closed again without the matter being resolved. I again ask that this matter be looked into and not have a bot continue to send me an automated message telling me my account has Violated terms of service or community guidelines it seems as if my matter is not being delt with and that the members of trust and safety department are unaware or choosing not to provide me with the reasoning for my removal. Again I understand this is a busy time of the year and I have other things I would like to do as well. I find that the inability of the trust and safety department to provide me a justification only furthers my thoughts I have been wrongfully removed and that they do not wish to deal with me on this matter. I again wish for a justification that specifically tells me the reason for the return of my account.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/14/2022

  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.

  Through a fault in the system, my account was stolen on Discord and has been sold to another user. I have raised several tickets with the vendor about this for support in the last several days, and have an active ticket with an array of evidence that the account was stolen and sold. I have not received any response on these tickets so far, and now that the account has been sold to someone else, it has become a major priority to regain control, since I have personal information and payment information attached to it.

  

  Business Response

  Date: 12/16/2022

  We are currently experiencing a higher than usual ticket volume. As of 12/16/2022, tickets #********, #******** and #******** are still listed in an open status and are currently under review by our Account Security team. Updates are pending. All communications regarding this matter will be done through the open tickets and not through this claim.

• Initial Complaint

  Date:12/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Discord,Your company isn't taking action against spam/scam discord servers in violation of your IP rights along with others. Despite reaching out to your teams, no action has been taken. Is this acceptable practice to allow this activity to be hosted on your servers?EpicNPC Discord Channel https://discord.gg/realepicnpc https://discord.com/channels/997560098727673937/997560099923042377 https://discord.com/channels/997560098727673937/1008772040125333515/1013400381381955644 https://discord.gg/w5z62W499d https://discord.com/invite/w5z62W499d https://www.epicnpc.com/threads/official-discord-server-for-epicnpc.2285066/EpicNPC Breaching Discord Terms of Service https://www.epicnpc.com/forums/discord-accounts.1612/https://www.epicnpc.com/forums/discord-services.2594/This site is breaching Discord IP and Trademark selling discord accounts and services while at the same time has their own discord server promoting their site and the sale of discord services.https://discord.com/terms

  

  Business Response

  Date: 12/16/2022

  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.
  
  As of 12/16/2022, we can find no record of communication in our ticketing system with the email attached to this complaint. Please report this situation to our Trust and Safety team at https://dis.gd/request and we will begin an investigation.
  
  If you need any further information on our Terms of Service or submitting a report please review the links below:
  https://discord.com/terms
  https://support.discord.com/hc/en-us/articles/360000291932-How-to-Properly-Report-Issues-to-Trust-Safety

• Initial Complaint

  Date:12/09/2022

  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.

  I have been a loyal customer for 6 years paying $9.99 USD (but with ******** conversion approx $15 a month) and on the 6th Paypal messed up the payment source and cost me $45 in NSF fees and while trying to resolve it a charge-back was accidentally placed on discord, however that was resolved within the same 24 hours it was created. Discord has banned my account instead of just putting me back into the free tier until it's resolved. and It has been 3 days since it was resolved and Discord instead of apologizing and reinstating my account (even those I have provided proof that Paypal has paid discord the money) they continue to keep my account banned and pretend that they didn't get the money. I had explained to them that my yesterday was the 1 year **** of my father passing away and I was in mourning and instead of being helpful they just send the same canned response over and over and keep me banned even though this dispute they claim has already been resolved and they have the money in their possession as per ******.

  

  Business Response

  Date: 12/13/2022

  On 12/10/2022 we responded to the user via ticket #******** with, "As a one-time gesture, I went ahead and lifted the ban on your account but should there be any further disputes on this account we will not be able to reinstate it,". 
  
  The ticket is now solved.