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:03/28/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fell victim to a $150 Discord Support scam which turned out the person on the other end was not actually from discord and my account has been compromised and I can't regain access to it. The last email with the account should be the one I am messaging you from.

  

  Business Response

  Date: 03/29/2024

  We are currently experiencing a higher than usual ticket volume. As of 3/29/24 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: 03/29/2024

   
  Complaint: 21497789
  
  I am rejecting this response because: I contacted you before and waited 2 weeks just for a automated response telling me that the case was solved when I spoke to 0 human representatives from the business.
  

  

  Business Response

  Date: 04/03/2024

  We are currently experiencing a higher than usual ticket volume. As of 4/3/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 04/03/2024

  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:03/27/2024

  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.

  I want them to change the email on my account but my tickets auto resolve with no resolution at all.

  

  Business Response

  Date: 03/29/2024

  As of 3/29/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:03/27/2024

  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.

  On January 24th, 2024 - A hacker, who sent a RAT (Remote Access Transfer) through a compromised account gained access to my account and changed my credentials. A ticket was placed with Discord support (#********) on 1/25/24 in an attempt to get the account back and get the hacker out as they had access to my message history, files and any logins that are used with discord. On 3/27/2024, an automated response was sent closing the ticket indicating that no resolution could be found through discords support.This hacker had made several contacts with me indicating I could buy back the account but I do not have the means. They have access to my message history, which includes me discussing my ongoing medical issues. They attempted to exploit my health issues and other info they gained through my messages and saying I should try to get the money from a family member or friends and that my health issues aren't their problem..

  

  Business Response

  Date: 03/29/2024

  We are currently experiencing a higher than usual ticket volume. As of 3/29/24 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: 03/31/2024

   
  Complaint: 21497207
  
  I am rejecting this response because:

  Ticket number #******** was opened on 1/25 and closed on 3/25 with a response that discord was unable to provide additional information or support via their support channel.  The creation of the 2nd ticket (#********) was to appeal the first decision but due to the compromised personal / private information and continued exploitation's of the hacker continued use of the account; this cannot wait an additional 2+ months to be addressed or potentially auto closed.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/03/2024

  We are currently experiencing a higher than usual ticket volume. As of 4/3/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21497207
  
  I am rejecting this response because:

  As of 4/3/24, the hacker is still using my account. I previously waited over 2 months for help, but I had only received automated messages to close my ticket #********, claiming they offered me support, when none was given. It seems very likely that the same process will happen again with my new ticket #********.
  
  I have been struggling due to not having access to important medical information that I unfortunately kept on my discord account, which the hacker has access to right now, and has had access too since 1/25/24. Please help me by recovering my account.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/23/2024

  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.

  Where to begin with this terrible company? Woke up on Feb. 21st to find my out my Discord account has been "disabled" without any warning or explanation. Found out later that everyone on this one server I was on suffered the same fate. I was basically a victim of a massive ban wave on a server I did not use frequently and rarely posted on. I don't know the reason for the server getting banned, but I found out later that basically everyone's account got culled regardless of what they posted.Sent about 3 different appeals the day of the ban trying to explain and ask why my account was banned. No response until Mar. 11th. Completely ignored my appeals and decided they would not reinstate my account. Failed to provide any proof that I broke their *** and instead threw some vague rules at my face instead of any actual evidence. I replied to their automated email basically getting on my hands and knees groveling before them. Nothing. My 5 year old account with thousands and thousands of personal messages, several private discord servers, multiple friends, etc. just disabled with no way of accessing it. Didn't get anything back from Discord. Found out yesterday (Mar. 22) that my account had been unceremoniously deleted without any warning. I have never felt more helpless and depressed than I have now.I basically used Discord everyday and all my friends use it. I have no alternative to contact most of them as I figured I was in pretty good standing with the **** I guess not. Very careless and cruel of the Discord "mods" to just mass delete/ban anything regardless of it breaking the *** or not. I've read through all the complaints about this issue of Discord happily banning everyone on a whim and ruining their livelihood and I'm kind of surprised not more people have taken legal action against Discord and their terrible business practices. Make sure you buy more Nitro so they can facilitate more child grooming servers! Very cool company!I just want my account back.

  

  Business Response

  Date: 03/25/2024

  On 3/25/24 we responded to the user via ticket #********  with, 
  
  "Hi there,
  
  To protect our users' privacy and security, we're only able to discuss account details with the email associated with that account. Unfortunately, we aren't able to locate an account with the email address you're currently writing in from. If you're referring to an account associated with a different email address, please send us a new ticket through that other email address instead.
  
  Furthermore, please note that all data associated with deleted accounts is deleted or anonymized ***** days after beginning the deletion process for that account. If you deleted your own account or if your account was disabled for a violation of our Terms of Service and Community Guidelines, we'd have no record of that account existing.
  
  Sincerely,
  Discord Trust & Safety". 
  
  The ticket is now solved.

• Initial Complaint

  Date:03/23/2024

  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.

  Hello and I hope this message finds you well,Over the past month, I have been eagerly and patenting waiting for my account to be reinstated by discord. About 3 weeks ago, my account was wrongfully disabled for being under the age of 13 when I am not. I had not received any warning of such, the ban was put onto my account due to a reported message that was reported wrongfully. I was assured to see that I am able to appeal this decision and prove that I am not under the age of 13. I sent my ID via *********************** support ticket and followed all of their steps. It has now been weeks and my ticket has yet to be solved. When I try opening my ticket back up, it gets set to solved not even a day later when no support members have reinstated my account or even looked at my ticket. I am extremely dissapointed with discords lack of support, I have spent a lot of money on my discord account and have received tons of important information and memories over the years of using discord. All I am looking for is to have my ticket looked at, and to have my discord account back before it is permanently deleted. My ticket number is ********. My account will be deleted in less then a week due to discord poor support team not being able to look at my ticket in time. Please help me out with my situation.*****************

  

  Business Response

  Date: 03/25/2024

  We are currently experiencing a higher than usual ticket volume. As of 3/25/24 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: 03/26/2024

   
  Complaint: 21475432
  
  I am rejecting this response because:

  It has been almost a month since my issue has not been resolved. My ticket has been constantly marked at solved when it has not been solved. In less then a week my discord account will be permanently deleted due to the lack of support from Discord. All I am asking for is for a resolution to my situation, I have provided all the info and done all the steps needed to regain access to my account, yet I have still not received support. I have been a member of discord for years and have always followed TOS, I have also spent a lot  my money on Discord and would hate to see it gone just because of a false ban that was placed on my account. I hope this issue can be resolved before my account is permanently deleted wrongfully.

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

  

  Business Response

  Date: 03/27/2024

  On 3/18/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  It's against our Terms of Service and Community Guidelines for a user to have a ********************** account while under the required age in their country. We are required to strictly enforce our age limit for legal reasons.
  
  You can check out your country's age requirement here:
  Why is Discord asking for my birthday?
  
  If you're unable to fulfill our requirements, then this is a permanent action and we will not reinstate the account. When you've turned the minimum age for your country, you'll be welcome to create a new Discord account.
  
  Sincerely,
  Discord Trust & Safety". 
  
  The ticket is now solved.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21475432
  
  I am rejecting this response because:

  Hello, it seems like you are completely disregarding what I am saying. I am over the age of 13 and have said it countless times in the ticket and have provided my government issued ID with my ********************** tag. My ticket is marked as solved when my issue is still occurring, my discord account is still wrongfully disabled due to the lack of support from discords team. My ticket is marked as solved when my issue is not solved, I did the steps to regain access to my account and I am still being ignored by the support team.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2024

  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.

  Please note that I wasn't able to submit my actual post code, which is: ****** I'm filing a complaint against Discord **** for wrongfully terminating my account '@ninjapidove' (previously '@kiyuukou') , under baseless accusations of "malicious hacking, fraud, account or credit card cracking, and/or attempting to damage a computer network or machine." I have engaged in none of these activities, which should also be evident given that I am taking the initiative to address this matter formally.Since becoming a Discord user in 2019 and a Nitro subscriber in 2021, I have contributed a total of $329.67 to Discord ****, demonstrating my long-standing support with the platform. I have established and managed numerous servers, ranging from online shops to communities for writers and artists. Additionally, my active involvement in developing moderation bots for these communities further illustrates my commitment to enhancing the Discord user experience, rather than detracting from it.Discord has ALSO previously misjudged one of my bots for "Spam" and now, without valid reason, disabled my account and bot. Despite my attempts to appeal, offering evidence against their claims, I received automated rejections claiming insufficient proof. Further, their support system's inadequacy was highlighted when I was instructed to "log onto my account to see why I got disabled" nonsensical for a disabled account I cannot access.Attempts to contact Discord via phone *************) on March 21st (12:34 PM, 1:32 PM), were met with immediate redirections to unavailable operators, voicemails left unanswered, and further later calls unconnected.This issue not only disrupts my personal connections and community management but also affects my livelihood. The baseless nature of their accusations and their refusal to engage in meaningful resolution dialogue is unjust. I request the immediate reinstatement of my account and bot, and demand Discord to address my concerns properly.

  

  Business Response

  Date: 03/25/2024

  On 3/22/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord 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.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account being disabled, please refer to the account standing page under your account settings.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21474891
  
  I am rejecting this response because I don't understand how you expect me to review data on my account when I don't have access to it. This feels automated, as you're not providing any proof or valid reason other than pasting robot messages to me.

  It is clear you have not read my complaint at all. If you do not reinstate my account, as it is right to do since I have not violated any terms of service, I will seek legal action.
  
  Sincerely,
  **************************

  

  Business Response

  Date: 03/27/2024

  On 3/22/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord 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.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account being disabled, please refer to the account standing page under your account settings.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21474891
  
  I am rejecting this response. I cannot tell if you're joking. This is pasting the same response I rejected. You'll be hearing from my lawyer.
  
  Sincerely,
  **************************

• Initial Complaint

  Date:03/22/2024

  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 on January 10, 2024. When this happened I immediately tried to lock the account, but was unsuccessful as the hacker managed to lock me out. I immediately reached out to discord support to inform them the account was hacked. During this process one of the pages said any fraudulent charges made through your account will be refunded. Unsurprisingly, the hacker made multiple discord gift purchases through my account totaling $30.96. After a few bot emails regarding this issue, it was radio silence. Flash forward to March 18th, I finally get a reply from what seems to be an actual person, only for it to simply say sorry your account has been deleted I cant do anything for you, please make a new account. It appears the ticket has been closed as I am now receiving messages regarding my satisfaction with their customer service. I want a refund for the fraudulent charges on my account, as ********************** said they would cover it, and I would also like a refund on my Nitro subscription I lost on the previous account as well.

  

  Business Response

  Date: 03/25/2024

  On 3/18/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  It appears you've written in about a hacked account. Unfortunately, it looks like the account in question has been permanently deleted. Once an account has been permanently deleted it is gone from our servers we have no means to recover it. As such, we're unable to support your request through this channel.
  
  You will need to create a new account. We apologize for this experience.
  
  For additional support concerns, you may visit dis.gd/support  
  
  Sincerely,
  Discord Account Safety". 
  
  The ticket is now solved.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21473023
  
  I am rejecting this response because:

  I am aware that the previous account is not recoverable.  I have since made a new account on ********************** to replace the hacked account in question.  The purpose of this complaint was to be reimbursed for the fraudulent charges made to my card through this hacked account totalling $30.96.  I elected not to dispute these charges with my bank specifically because discord support said that any fraudulent charges would be refunded.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/27/2024

  On 3/18/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  It appears you've written in about a hacked account. Unfortunately, it looks like the account in question has been permanently deleted. Once an account has been permanently deleted it is gone from our servers we have no means to recover it. As such, we're unable to support your request through this channel.
  
  You will need to create a new account. We apologize for this experience.
  
  For additional support concerns, you may visit dis.gd/support 
  
  Sincerely,
  Discord Account Safety". 
  
  The ticket is now solved.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21473023
  
  I am rejecting this response because you have once again elected to simply send the response you gave initially, which leads me to suspect this is once again the action of a bot instead of a real person.  This would make sense since this was all I got from customer service for 2 months. Again, the charges to my card remain, and discord is supposed to refund these, per their own support page 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2024

  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.

  I made several support tickets regarding my account being compromised and the hacker setting 2FA without my knowing, And all of them have been accepted and I have received the automatic ***** response, But I haven't received a single human response, Why? This has lead to many sleepless nights and made me wonder if there's really anyone working at discord.

  

  Business Response

  Date: 03/22/2024

  We are currently experiencing a higher than usual ticket volume. As of 3/22/24 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: 03/23/2024

   
  Complaint: 21470392
  
  I am rejecting this response because: Its been a while and you still haven't provided any FORM of communication by any means. And I have attached evident proof of ownership of the account, All I'm asking for is to get the accounts 2FA removed and that's all it'll take to regain access to the account, As I was fortunate enough for the hacker to not change the email attached to the account.

  Sincerely,

  *****************
  

  

  Business Response

  Date: 03/25/2024

  On 3/22/24 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 MFA.
   
  If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
   
  Sincerely,
  Discord Trust & Safety". 
   
  The ticket is now solved.

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21470392
  
  I am rejecting this response because: I received that response long before I even filed the complaint, And what security reasons when I literally have provided evident proof of me owning the account? And if you're gonna reach out to me I hope I get an actual human response not an automated bot response. And I attached images of me using the account, And on the 3rd attachment that I attached thats my server. If this isnt enough to prove my ownership of the account I don't know what is. And again all I'm asking for is to get my 2FA disabled so I can regain access to my account and continue using it.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/22/2024

  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.

  On Monday March 18th 2024 I submitted a ticket on account of my ********************** account being stolen by a scammer.Discord support is not responding to my complaints, all I've gotten so far are two bot responses, one of which telling me my issue has been escalated.In the mean time, my friend fell for the same scam and got her account back in three hours, my complaint still hasn't been reviewed by a real human. I'm very disheartened and want this issue to be resolved sooner rather than later especially knowing the scammer still has open reign of my account free to cause more and more problems and may even sell it to someone else. Every little detail I could provide was provided in my complaint including screenshots and a detailed account of what transpired. This has caused immense damage to my mental health and I just want some peace of mind. If you can spur them into action I would really appreciate it.I put two settlements down because I'm unsure which to choose but ultimately I want my account returned to me in a timely manner.My ticket number is ******** and has been open since the same day the scammer scammed me.

  

  Business Response

  Date: 03/22/2024

  We are currently experiencing a higher than usual ticket volume. As of 3/22/24 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: 03/25/2024

   
  Complaint: 21470359
  
  I am rejecting this response because I have not had any communication via my ticket since sending in this complaint.
  I understand you have a higher volume of tickets, but the long wait time for cases like scammers and false disabling of someone's account is unacceptable. But instead of just leaving you at that and no real criticism or feedback, I want to help Discord improve, and give some suggestions that *** take the load off of T&S. For the record, I do not blame the Trust and Safety team for anything, I blame DISCORD as a company for the lack of direction given and the fact that Discord as a company seemingly hasn't evolved since its conception leaving everyone vulnerable. You are understaffed and due to this it is the responsibility of the company that scammers and hackers are plaguing one of my favorite online platforms, they infect accounts faster than you can delete or restore them which is a huge issue. To be clear I don't blame discord for my stolen profile, but I do blame discord for letting the problem get this bad and taking far too much time with a majority of users while others have next to no issue getting a hold of someone who can help. I don't want discord to fail, I love the platform, and I love how far the app itself has come but I think utilizing a specialized team made specifically for account recovery and other super time sensitive issues would do great in terms of customer support so that employees aren't always swamped with the non-time sensitive issues or ***be a bot that immediately flags tickets about hackers and disabled accounts, puts them in an alert queue that suspends/freezes the account in question until an actual staff member can take a look at it, that way even if it does take weeks or months like discord is infamous for, the account in peril isn't completely obliterated by whatever the issue was. There are stories of these stolen accounts being sold to someone else or repurposed into an army of other "*************"s. It would also do you good to fix your priority system. Time sensitive tickets first, then longest open tickets. Discord has failed its user-base, it's failed its Trust and Safety Team, and it's failed itself in refusing to fix these glaring issues in the organization of its priorities. Because of these failures, people blame T&S and believe they are lazy and just don't want to do anything when I know that is far from the truth and that is an unacceptable image to have forced upon your own employees and allow it to stand. Its bad enough to the point that it's not uncommon for you all to forget certain tickets all together. You've lost a lot of trust in your customers, especially with the complete lack of transparency with customers like myself who are in limbo. Just look at the reviews here on the BBB. Please look into reworking your T&S system even if you don't implement the suggestions I specifically gave here, it is a vital change that is needed. 

  
  My ticket #******** was filed Monday March 18th 2024 because I was scammed and they completely removed access to my account as they tried to get money out of me pretending to be a staff member, I provided an in depth detailed account of my falling for the scam, screenshots of my interactions with the scammer, proof that my account was being utilized to scam other people by said scammer, the fake email he's been sending to others, and know of at least two people who also fell for said scam from my account specifically. Two bots responded on the 20th, that day I learned a friend had also been scammed by the scammer utilizing my own account, and within hours of submitting her ticket, she got her account back. You do not have a queue at all whatsoever and this is proof of that. At least let customers know where they are in the queue instead of just leaving us scared and in the dark.
  There is sensitive and identifying info in my discord account, which is why I requested you suspend my old account while investigations took place in my ticket as it would have given me peace of mind and would have given me significantly more patience but I've gotten radio silence.

  
  I've had my account since March ********* when I was sixteen years old. I told you the email originally associated with my account, my original username with the original numbers back before it was changed was TheManyFacesOfKat#**** but now it's just themanyfacesofkat Ive given you the phone number on the account.
  I filed my complaint with the BBB on Friday March 22, I gave you till Monday as that would mark a week since my account was stolen when I now know for a fact this issue is resolvable within three hours even with the higher volume of tickets without it needing to be escalated. My account is still in limbo.

  
  My mental health has not been in the best place, even before all of this, my mom died back in January and some of my last talks with her are there. With all of this going on, reading others stories of long wait times, and having had to shut everything down regarding my financial info, changing all my passwords on various important websites and even going so far as to freeze my credit, I have been in a nonstop state of stress and jump at the slightest noise, I haven't slept well, I can barely eat and I've been ridden with EXTREME anxiety this whole time just hoping to get a reply. I just want my account completely out of the scammers hands then I'll finally be able to sleep without the use of a sleep aid.
  Please Discord, respond to my ticket, as you've yet to do. I want some kind of resolution, I'm exhausted and distressed, this has caused immense damage to my mental health and psyche, and I just can't relax, I'm desperate. Every time I hear my phone buzz, it's a compulsion to pick up my phone and recheck everything to see if there's any news from you. I just want to be able to relax again, I want to have the mental bandwidth to do anything other than anxiously check everything over and over. Please help me.
  
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/27/2024

  We are currently experiencing a higher than usual ticket volume. As of 3/27/24 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: 03/30/2024

   
  Complaint: 21470359
  
  I am rejecting this response from Discord because I have yet to hear back on my ticket.
  There seems to have been activity on Tuesday at 16:50, however there was no action taken, communication or otherwise. The final post on my ticket with Discord is the same as it was when I initially filed the complaint, it seems someone must have glanced at my ticket but still nothing has actually happened.
  
  It is deafeningly clear Discord is not taking my complaint seriously as they have yet to do anything reguarding my situation to my knowledge, which is why Discord's userbase has no trust in the company at all whatsoever, there is no transparancy, there is no queue, there is no organization, at the moment, all Discord does is tell you to wait an unspecified amount of time to get extremely time sensitive issues resolved. Discord should be ashamed of it's abhorrent customer service response times. My patience with you by this point wears thin, bur I maintain that this is the company's failing, not the T&S team.
  
  Discord, respond to my ticket as you have yet to do.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/19/2024

  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.

  During my time using discord, I have on numerous occasions had my account limited for "spam" for sending less than ********************* a given day. Usually, discord then punishes me automatically for "suspicious activity" and removes my ability to speak for 24 hours, making it hard to communicate friends. They also recently gave me a warning and another 24 hour mute that prevented me from communicating in chats I OWN, and friends I have added. The reason said "fraud", but I typically joke with friends in passing, and have no context as to which message I said had them warn me. Their systems are automated and not even human reviewed, so it makes it a headache. In the last 4 months, I have gotten no human replies, and all silence. I am fearful of losing my account, and fearful of making this post because I fear they may retaliate.

  

  Business Response

  Date: 03/20/2024

  On 3/20/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord 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.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account being disabled, please refer to the account standing page under your account settings.
  
  Sincerely,
  Discord Trust & Safety". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21455304
  
  I am rejecting this response because:

  This is the same automated reply I already got, and is invalid. I never broke TOS and I reviewed everything I did. This response doesnt mention anything about my message that I sent. My message also says I fear retaliation for my complaint, which subsequently I got terminated not long after I made my complaint.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/25/2024

  On 3/20/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Discord 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.
  
  You shouldve received a system DM or email with more information. If you have any questions about your account being disabled, please refer to the account standing page under your account settings.
  
  Sincerely,
  Discord Trust & Safety". 
  
  The ticket is now solved.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21455304
  
  I am rejecting this response because: You guys keep using the same automated reply without an ounce of human review or context. I rejected your reply for being automated already, and you sent the same reply. I've not only lost access to digital goods I've purchased, but to all my friends as well. The longer you guys take, the worse it is, because you guys delete accounts after 2 weeks. All I am requesting is some sort of one time forgiveness due to a misunderstanding. I am also asking that the account stops getting triggered so easily by the anti-spam, to make it more usable.
  
  Sincerely,
  
  *********************