Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal user of the ********************** platform for over six years. I have created multiple popular communities on the discord platform which brought new users onto their platform. Unfortunately, I was suddenly locked out of my account with the 'phone number verification' required screen. As someone who has been actively doxed in past, I am very careful who I give my information to -- and thus I will not share my phone number with discord as I am afraid of a data breach. They are holding my account hostage unless I give them personal information which I cannot and will not share. I contacted support but was rejected. They do not care. They have invented this arbitrary requirement that I share my phone number, but there is simply no need for it. Now I cannot moderate my communities or access my friend network. Ticket #********

  

  Business Response

  Date: 10/31/2024

  On 10/24/24 we responded to the user via ticket #******** with, "I just checked with my team, and upon review of your account, it appears that our detection system has triggered successfully and we will not be removing the phone verification requirement on your account. You'll be required to register a phone number to your Discord account in order to continue using it.". 
  
  The ticket is now closed.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22484255
  
  I am rejecting this response because: I do not feel comfortable providing my phone number to Discord, **** nor should I be required to.  This is a completely unnecessary and unreasonable personal information grab that I never consented to and would not have signed up for Discord originally had it been asked six years ago.  I am someone who people are trying to doxx, and distributing my phone number to companies that will just leak it via advertising sales or data breaches represents an unnecessary safety risk to me.  You will not be receiving my personal mobile phone number, period.  Please unlock the account so I may continue using it without a phone number, as I was previously able to for six years.  Furthermore, I manage four communities on Discord, and not being able to moderate them poses an additional safety risk to those communities due to Discord's improper lock-out. 
  
  Sincerely,
  
  Skye

  

  Business Response

  Date: 11/04/2024

  On 10/24/24 we responded to the user via ticket #******** with, "I just checked with my team, and upon review of your account, it appears that our detection system has triggered successfully and we will not be removing the phone verification requirement on your account. You'll be required to register a phone number to your Discord account in order to continue using it.". 
  
  The ticket is now closed.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22484255
  
  I am rejecting this response because: Appears to be the exact same copy/paste message from business before with no attempt to actually resolve issue. 

  Again:  I do not feel comfortable providing my phone number to Discord, **** nor should I be required to. This is a completely unnecessary and unreasonable personal information grab that I never consented to and would not have signed up for Discord originally had it been asked six years ago.  I am someone who people are trying to doxx, and distributing my phone number to companies that will just leak it via advertising sales or data breaches represents an unnecessary safety risk to me.  You will not be receiving my personal mobile phone number, period.  Please unlock the account so I may continue using it without a phone number, as I was previously able to for six years.  Furthermore, I manage four communities on Discord, and not being able to moderate them poses an additional safety risk to those communities due to Discord's improper lock-out.
  
  Sincerely,
  
  Skye V.

• Initial Complaint

  Date:10/28/2024

  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.

  Date of Transaction: October 23, 2024 Amount Paid: N/A, but I did pay for nitro a few times, in multiple accounts.Service Expected: Access to my Discord account, server memberships, I want to appeal my ban, not be ignored.Nature of the Dispute:On October 23, 2024, my account (username: zkrz) was permanently banned from Discord due to my membership in servers that allegedly violated Discords guidelines for violent and graphic content. I was unaware of any harmful content within these servers and did not engage in any related activities. This ban was issued without prior warning or a clear opportunity to appeal.I previously received a warning for a similar issue, but since then, Ive been cautious about server memberships to ensure compliance. As a long-time member and responsible community member, I believe that I should be given a chance to appeal the ban and present my side.Attempts to Resolve the Issue:Since October 23, I have tried to contact Discords support team through their official form and *******, but I have not received any response or acknowledgment. Requested Resolution:I am solely requesting assistance from BBB to initiate an appeal process with Discord so that I may work with them to have my account unbanned if possible. I am not seeking any monetary compensation. I just want to get my account back, I will leave any servers that Discord has the wish for me to do.I do not condone violence, any harmful content was not posted by me, neither I had the presence in any of these.Thank you for your time and *************** Regards,Guilherme ******* Arajo *****, slang as ****** email for most contact is ***********************

  

  Business Response

  Date: 10/31/2024

  We are currently experiencing a higher than usual ticket volume. As of 10/31/2024 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: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is midly satisfactory to me.
  But I may return if you take any longer than 10 days to respond so, you are a multi billionare company, which offers paid services, so you should be able to have a decent support team, and respond to a ticket in atleast 3 days, I had to use BBB because you took a full week to respond, and my account is at risk of getting deleted, because you guys don't help, don't listen, It's just me versus a wall, it takes too long to get a response, and now I'm getting a response, which took 6 full days, of TWO LINES. It's okay taking long, but that's way too long for a company evaluated at more than a billion dollars. I'll wait for my response, but I'll return if its needed.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got locked out of my 2FA account. This account has 3 other ways of verification, of which when I try to tell them that they ignore me and close my support ticket. I've reopened support tickets a total of 14 times under 6 support tickets, all for them 30 minutes after to mark it as solved. This issue has been going strong for the last 5 days, with literally no contact whatsoever from Discord. No phone, no email, no support chat, nothing. Just keeps on marking the ticket as solved.There could potentially be a few master assets that have been shared that could potentially be worth up to $250,000 in a 5 to 10 year period that are no longer available since this lock down. I regret using Discord and will probably never use it again as far as I'm concerned, because of the "support" that gets given to me...The account name is @lilyuzi__, and the email and phone proof given are as follows: email is *********************** and phone is *************.

  

  Business Response

  Date: 10/31/2024

  On 10/20/24 we responded to the user via ticket #******** with, "Unfortunately, due to security reasons, we aren't able to remove two-factor authentication from accounts. The only way you'll be able to regain access or reset the password is if you save the backup codes from inside Discord when you initially set up the two-factor authentication. If you don't have access to these codes, you'll have to create a new account,". 
  
  The ticket is now closed.

• Initial Complaint

  Date:10/25/2024

  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.

  Problem with account appeal tickets Hello, so some people recommended me to use this website to address a concern I have and to hopefully get someone at Discord to see the problem they have on their support page. So since October 11 while I was offline, my account got suspended for child safety. This happened definitely by mistake as I have never posted anything that would violate that rule. I want to get this violation removed and get my account unsuspended. So I make appeal tickets in the hopes that a human will eventually reach out. Problem is their bot, ***** is always set to respond to those immediately or within an hour and when it does, the ticket gets marked as solved and there's no way to reopen it. Discord staff only answers tickets that are marked open so this makes it very difficult for appeal tickets to get noticed. Replying back in those doesn't reopen them. And after 3 days, the tickets will close, so no one will be able to see them. I've been trying for so many days to see if someone can notice this problem and try to fix it so I can get my account back. I don't want this to take longer than it needs to. I don't know if this will go anywhere but I'm going to try.

  

  Business Response

  Date: 10/28/2024

  On 10/26/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22474751
  
  I am rejecting this response because:
  

  This violation was wrong as I was offline and I never had issues on my account before that day.

  
  Sincerely,
  
  MM

  

  Business Response

  Date: 10/31/2024

  On 10/26/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

• Initial Complaint

  Date:10/25/2024

  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.

  I am filing a complaint against Discord, Inc. due to the company's failure to address ongoing fraudulent activities on its platform. Multiple user groups, led by individuals such as @informationuncle191 (Discord ID: ********************, have been operating scams that involve creating fake receipts, forged police reports, and other fraudulent tactics targeting businesses. This illegal activity causes significant financial harm and breaches Discords terms of service.I reported these issues, but Discords response was insufficient. The platform removed one of the groups but failed to take decisive action against the leaders and backup groups, despite my warnings that they would quickly resume their ************* main concerns:Inaction against responsible individuals: Discord did not ban the primary user accounts, allowing these individuals to create new groups and continue their fraud.Fraudulent activity persistence: Despite my detailed reports, the scams are ongoing, as Discord only removed the surface issue (a single group) but allowed the main operators to continue their illegal activities.I have repeatedly submitted reports to Discord, including detailed evidence and group IDs, yet these groups continue to operate, causing direct financial harm to businesses, violating Discords policies, and breaking laws against forgery and fraud. I am seeking immediate, permanent action to remove these accounts and associated groups from Discord.

  

  Business Response

  Date: 10/28/2024

  On 10/24/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Thank you for writing in.
  
  The best way to report abusive behavior is through the Discord App. This ensures that our Trust & Safety team has all the information necessary to investigate, and greatly speeds up how quickly we are able to process your report.
  
  You can learn more about reporting to Discord here: ***********************************************************************************************************. Additionally, you can learn about customizing your Discord experience and avoiding unwanted interactions in our ************** ***********************************************.
  
  Thank you for submitting your report via the instructions outlined above.
  
  Sincerely,
  
  Discord,". 
  
  The ticket is now closed.
  

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm unable to access my account (Username and E-mail provided in the ticket). I got a new phone and the authenticator app was on the one I traded in. My computer logged me out and when I try to log back in, it wants a backup code, or for me to use an authenticator app, which I don't have either of since I just got a new phone. I put in ticket number ******** and they refused to help because of "security reasons". I understand that, but they refuse to verify me with my ID, the E-mail my account is under, the payment method I've paid for Nitro with for years, phone number, any of the accounts linked to it, the ** address that's been logged in to the account for years, or anything else. When I asked for the ticket to be escalated to a higher up manager, the *** stopped responding even with several follow *** from my end. I'm not willing to lose this account and the 9 years of networking and progress I've put in to it.

  

  Business Response

  Date: 10/29/2024

  On 10/15/24 we responded to the user via ticket #******** with, "I'm sorry to be the bearer of bad news, but unfortunately, we aren't able to remove two factor authentication from accounts due to security reasons, and the only way you'll be able to regain access is if you saved the backup codes from inside Discord when you initially set up the two factor authentication. If you don't have access to these codes, then you'll have to create a new account,". 
  
  The ticket is now closed.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22469980
  
  I am rejecting this response because: they did not make any attempt to resolve the issue. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 10/31/2024

  On 10/15/24 we responded to the user via ticket #******** with, "I'm sorry to be the bearer of bad news, but unfortunately, we aren't able to remove two factor authentication from accounts due to security reasons, and the only way you'll be able to regain access is if you saved the backup codes from inside Discord when you initially set up the two factor authentication. If you don't have access to these codes, then you'll have to create a new account,". 
  
  The ticket is now closed.
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22469980
  
  I am rejecting this response because: they are still avoiding any kind of resolution.  Copying a response from a ticket does nothing.  That ticket is why I put in the BBB complaint in the first place.  There's many ways you can confirm my identity and get me in to my account.  Please work with me to do that. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/24/2024

  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.

  on 23rd october 2024 i had been falsely reported by a discord user, with the report claiming that I am underage, which is not true. a couple of hours later i got permanently suspended by discord's moderation AI. Upon finding that out, i issued an appeal that was directed to the discord staff team (request number ********). In the aforementioned email, as instructed, i handed out four clear photos of myself and my ID card to prove that i am above the legal age to use discord. More than a day has passed since I sent that appeal, and i have made the conclusion that my request is being ignored by the discord staff, so, as a last resort I decided to reach out to BBB concerning this problem with the hope that it will get resolved faster. I've known multiple cases where fellow discord users have been falsely reported the same way i was, where the staff team shows no assistance and automatically labels the appeals as resolved, dooming the users' accounts to inevitable deletion after their suspension.

  

  Business Response

  Date: 10/25/2024

  We are currently experiencing a higher than usual ticket volume. As of 10/25/202 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: 10/25/2024

  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:10/23/2024

  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 has been falsely banned for child safety back in July, ever since I kept appealing my situation ***** keeps responding with my account is temporarily limited even though it's suspended already. Worst part about that is the fact that the ticket cannot be reopened to that response preventing them to unban me. I am absolutely devastated by this because of all the memories I've lost and all the money I've spent on that account, I don't even know what I posted or did that's illegal towards children. They only determined my ban as correct because they didn't read my case. Please discord. Please unban me I didn't do anything illegal or wrong

  

  Business Response

  Date: 10/24/2024

  On 10/24/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

• Initial Complaint

  Date:10/21/2024

  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 discord account was hacked and the hacker changed my backup codes rendering the backup codes I got when I created my *** setup invalid. Discord has refused to remove the *** to allow me to fix this issue and I have contacted them several times and requested escalation in the second contact with them. this is unacceptable as I have a debit card attached to that account. the username in question is gertrudwarsothe which has many important memories attached to it due to me using it for contact with a lot of my international friends

  

  Business Response

  Date: 10/24/2024

  On 10/21/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for ****
  
  If you would like to have your account deleted instead, please make a new ticket at ******************** under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22456380
  
  I am rejecting this response because: this is unacceptable due to the fact all my backup codes are invalid. I will CONTINUE to reject until my MFA is removed.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/31/2024

  On 10/21/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
  
  In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for ****
  
  If you would like to have your account deleted instead, please make a new ticket at ******************** under Help & Support > Type of Question > Account Deletion Request.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22456380
  
  I am rejecting this response because: as I said, the hacker CHANGED my backup codes. and I will CONTINUE to reject the response until you resolve as I wish it to be done
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 20th my account ************ was permanently disabled and for this entire time I've been trying to get in contact with anyone on the support team and they've done nothing to assist me and will either give me a bot response or mark my ticket as solved even though they've done nothing and I've tried reaching out through the official support website and the support ******* with no help or even responses whatsoever on any ticket I've created as well as the only open ticket left being almost 10 days old with again no assistance given

  

  Business Response

  Date: 10/22/2024

  On 10/17/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22444710
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Gonerfield

  I reject this response since they have given no proof on anything I did nor have they offered any assistance or a human response whatsoever and this isn't just happening to me it's been happening to a ton of users since December ************************************************************************** fixing the bot that is causing this issue

  

  Business Response

  Date: 10/24/2024

  On 10/17/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22444710
  
  I am rejecting this response because: these are the same bot responses they use on their support website on top of the fact that they have shown zero proof of anything I've done and just say they won't reinstate my account which they've done to numerous users often with never sending in what the users did to cause that and never send a human to review the tickets at all 

   

  
  Sincerely,
  
  ******* Gonerfield