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:08/02/2023

  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.

  On 7/25/2023 I was charged for a subscription charge and I read in their TOS that if requested within a certain amount of days a refund is possible. I submitted my support ticket on 7/26/2023 with no response for 7 days so I decided to file a claim with paypal just the first initial steps of settling a dispute amicably the situation was still between me and discord. On 8/2/2023 hours of filing the claim they FINALLY responded to my ticket saying my account had been disabled and I can only assume it was because of the claim I submitted. I would've been fine if my ticket was just acknowledged, but no acknowledgement from discord whatsoever and 7 days later a disabled account.

  

  Business Response

  Date: 08/04/2023

  On 08/04/2023 we responded to the user via ticket #******** with, "However, because this payment is still eligible for a refund per our Refund Policy, we have lifted the ban on your account, refunded this payment and/or cancelled the subscription,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:08/01/2023

  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.

  My account suspended by ********************** on July 27th, 2023 under suspicions of being underage and thus being in violation of COPPA. I have not gotten any explanation of why these suspicions arose, but regardless, I filed a ticket on the same day, specifically ticket #******** following the instructions that I was given to the letter to prove that i am above the age of 13. 5 days later, I have not yet received any sort of response. While I am aware that they are experiencing high ticket loads at the moment, 5 days still is an exceptionally high wait to deal with, especially when I haven't gotten an ETA or anything regarding my account other than the confirmation email. Because of this lack of responsiveness, I have been put in a very complicated situation in which I cannot communicate with many friends and family due to my account being wrongly suspended, and I have no idea when I will be able to resume proper communications with them. A part of me genuinely feels that my ticket might have gotten deleted or resolved without me knowing about it given the radio silence I have received. If it is possible, I would like my situation to be looked into (ticket #********) and for Discord to look into giving better updates and communication for their trust & safety pages. This suspension has caused me a lot of anxiety and stress, as there are a lot of memories I associate with the account and it's something I would prefer to not be repeated for other users.

  

  Business Response

  Date: 08/02/2023

  We are currently experiencing a higher than usual ticket volume. As of 8/2/23 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: 08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received an update on my ticket as well as communication on here, and I feel more comfortable about the situation overall.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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 July 29th my account got disabled due to me being "under the age of 13, or the minimum age of digital consent in my country". As the email told me I sent a ticket providing the requested proof that I'm of age the same day. Discord is now ghosting my next appeals, i didnt got any message from them since the day i was banned.

  

  Business Response

  Date: 08/02/2023

  We are currently experiencing a higher than usual ticket volume. As of 8/2/23 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: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was compromised as of last month so my account is now also disabled from discord because of a blanket ban for TOS in a server, along another inactive alt in the server.My account was gone over a month ago and i have been trying to contact support multiple times to try and get my account back. I have received no human response.The support system is a joke, and is why many others and I have lost accounts. Id like ********************** to restore my falsely removed account or at the very least give me my data as Id like a copy of my messages that are sentimental to me.Deleted User ********#**** is the account now.I am able to provide the legacy ID if needed. My original support ticket was ******** and no human response. My new ticket is 38252808.Ive not done anything, and Id appreciate my account being reinstated because I dont affiliate with anyone with anything that goes on inside discord servers.I was also currently in 100+ discord servers. It is not possible to watch all 100+ servers to make sure that none are violating ToS.Discord support took so long to reply that my account was just falsely gone along with others I knew ******. My alt was inactive so it was a clear server ban. which proves that I did nothing wrong.

  

  Business Response

  Date: 08/02/2023

  On 5/28/23 we responded to the user via ticket #******** with, "********************** has disabled your account for violating our Terms of Service or Community Guidelines. Weve reviewed and confirmed this violation, and we will not reinstate your account.,". 
  
  The ticket is now closed.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening, my discord account was disabled a week ago and i have not recieved a reply from discord since that time. Someone gained access to my credit card so i had to dispute everything as fraud. Well discord (an actual real charge) was caught in that crossfire.I have since asked my credit card company to reverse the charge and i have sent discord proof of this charge of ***** being reversed Also proof of payment has been attached here. This was over a week ago and i still have heard nothing from support!My discord account is how i support myself and i am losing money daily. someone please help!I gave them all the necessary information to ********** the account and i still have not heard from them. someone PLEASE help

  

  Business Response

  Date: 08/02/2023

  On 08/02/2023 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.

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive filed this twice before- either discord just doesnt care is run by the most inept people imaginable, but as you can see from the screenshot I have provided, they sent me an email claiming I was in violation of their TOS and then five hours later when I was still asleep banned my account. The only communication I have received is nonsensical and quite frankly lazy/generic excuses with no real explanation. According to these allegedly learned individuals, I was sending threatening messages but they have so far offered no proof whatsoever and, again, have only offered bare bones hints of an excuse. I have inquired with the company directly at least a few times and of course, once again only one lazy brush off after another with no real answers. I have spoken to a number of people, all of whom faced a similar ban with no reasonable explanation given, and no proof offered of the alleged offenses that caused the ban, only, again, short nonsensical answers. Any help would be greatly appreciated. Cheers!

  

  Business Response

  Date: 08/02/2023

  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.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20395342
  
  I am rejecting this response because: it literally does not state what I violated or what 'threatening messages' I supposedly sent. I wish I could say I am shocked by the lazy excuse of an answer that was received, but I am not. I am not seeking more generic garbage from this company and its clearly non-************. I demand to know what exactly I violated and why five hours notice was deemed sufficient 'warning' before banning my account. This is lazy, it is low brow, and this company knows that. If you can't provid this my account should be reinstated. That should easy enough, you supposedly have super intelligent people working there. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/04/2023

  As stated, 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.

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20395342
  
  I am rejecting this response because: once again, generic response with no actual answer other than because we say so. No proof of wrongdoing has been put forward, none of the alleged messages I sent have been presented, and no explanation as to why only five hours of warning was justified before banning my account. There is literally no accountability from this company nor intelligence in any capacity thus far. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022, I invested $421,700 in a crypto project called Fortress that was advertised on Discord. Fortress staff ********************************* collected over $15 million in total from the public. Soon after, he began to exhibit suspicious behavior, like signaling that he would not return the money, contrary to initial promises to refund all money via a "redemption" process. People who had sent money to Fortress revolted. ********************* banned all protesters from Discord and went on to collect more money from others. He also harassed and threatened me personally via DM and demanded access to a ******* account I ran on behalf of his victims. Investors banned from the Discord formed a new channel to discuss their options, e.g. reporting the theft to law enforcement. In response, ********************* paid several people to falsely report my personal account for "harassment." As a result, my account Whale Club#**** was suspended, and the Fortress victims channel vanished. In 2023, ********************* was finally arrested by the **** ************************************************************************ . Although he is now awaiting trial, my account that he falsely reported, remains suspended. I wrote to Discord via email in 2022 and ******* in 2023 to no avail. Discord is siding with criminals who stole $110 million via Discord and not with the victims. I NEVER harassed ********************* and, on the contrary, discouraged others from doing so. My involvement was limited to facilitating information about how to contact law enforcement. Note that ********************* had voluntarily "doxxed" himself and no doxxing of any kind took place. Yet my account of 6 years is suspended. I lost access to conversations, contacts, financial and personal notes, and channels I managed. Discord has mishandled this case. I'm writing to the BBB because Discord is not communicating. I would like my account reinstated because I did not violate any rules. Moreover, I protected your users from the crimes committed on your platform.

  

  Business Response

  Date: 08/02/2023

  As of 8/2/23 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20391110
  
  I am rejecting this response because Discord is intentionally attempting to remove the BBB from this conversation by directing me to communicate via its own "support portal," where my pleas to the company went rejected for over a year.  I chose the BBB as the venue for this complaint only because Discord failed to address my concerns after my numerous attempts to explain the situation to their staff.  Discord is not being honest when it says it can't locate my account Whale Club#****.  Discord has emailed me about the suspension at the email address *********************** and those communications are saved in Discord's system and can be accessed by the company at its convenience.

  I had originally given up on this account, but seeing that the *********************************, the criminal that got me suspended, was arrested earlier this year, and the event was widely publicized in national and international news, I am raising the issue again to emphasize that Discord has sided with a criminal who stole over $100 million from Discord users and suspending users who attempted to stop the crime.

  Discord must communicate via the BBB and not via a private portal in order to prevent another scenario where they disregard my concerns and then pretend that nothing happened again.

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

  

  Business Response

  Date: 08/04/2023

  As of 8/4/23 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20391110
  
  In my last response, I clearly specified the email address attached to the account was *********************** Ticket numbers are 21105133 and 22028413, both submitted in 2022.  I will communicate only through the BBB portal to maintain a public record of this matter and to prevent Discord from ignoring the communications.

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

  

  Business Response

  Date: 08/09/2023

  On 2/14/22 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 closed.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20391110
  
  Your response did not address the issues raised in the original message of this complaint.  I am aware that Discord emailed me in February 2022 that the account was suspended.  The point of filing this complaint was to make Discord aware that the man falsely reported my account in order to avoid criminal liability, and that this man was finally arrested by the *** in 2023 and is now in federal prison.

  I am asking Discord to escalate this case and have a higher-level manager review it in light of everything that happened, as described in the complaint.

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

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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.

  Ticket Number: ******** My Discord Account has gotten disabled after I have been reported for being under the age of 13. I am not. I have been using this platform for more than 6 years and have never been disabled before. Its been a whole week without response on my ticket.I want help ASAP.

  

  Business Response

  Date: 08/02/2023

  On 7/31/23 we responded to the user via ticket #******** with, "Thanks for verifying that you're above the minimum age to use Discord. I've gone ahead and unlocked your account.,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20387994
  
  I am rejecting this response because:

  I lost 1 week of nitro while I was disabled and I also lost my 4 YEAR streak of Nitro and Boosting while I was unfairly and falsely disabled. I will not accept this decision until you reinstate my streak. Furthermore I would expect my week of nitro back. I am a paying costumer for your platform and have been for over 4-5 years now. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/04/2023

  On 7/31/23 we responded to the user via ticket #******** with, "Thanks for verifying that you're above the minimum age to use Discord. I've gone ahead and unlocked your account.,". Nitro "streaks" are not cannot be changed or updated. 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not satisfied with the response I do have to accept it. This company does not know how to satisfy their costumers and I will stop paying for their services.
  
  Sincerely,
  
  *****

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord has a major problem with their ticket, support, and trust and safety team.Users accounts on this platform will be deleted mistakenly, and upon that user submitting a request directly to *********************** Trust and Safety team, they are met with a bot response, however it seems that discord is not bothered enough to get humans to respond to these tickets as each response is by a robot, not a real person. I am having the same awful experience, my account was also falsely disabled for "credit card cracking, fraud and attempting to crack a machine", (Ticket #******** and ticket #********) I explained to discord what was going on with my account, and what had happened, and they literally do not care, you get a botted message, and then your ticket gets closed for apparently no reason, you can continue opening it back up again but an agent, or a bot will just close it again and not *********** in the world, you can literally say "THIS TICKET IS NOT SOLVED, AND I WANT SUPPORT" and they'll still close it! They don't at least look into what happened, or why peoples accounts were disabled, people support, pay for discord's services like nitro, and can't even get simple support.Hundreds of other users also are having the same experience, and are letting out their anger on discords feedback forum, several influencers have also made content talking about how bad this team really is, and how they don't care for their users, or if they literally just automate everything. Discord refuses to provide evidence for peoples account terminations, which also leads back to accounts being mistakenly terminated.Discord seriously needs to up their game and fix up their support team, no one is happy with it, seriously.

  

  Business Response

  Date: 08/01/2023

  On 7/24/23 we responded to the user via ticket #******** with, "********************** has disabled your account for violating our Terms of Service or Community Guidelines. Weve reviewed and confirmed this violation, and we will not reinstate your account. You should've received an email with more information regarding this violation. If you have any questions as to what behavior resulted in your account being disabled, please refer to that email.,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20383595
  
  I am rejecting this response because: I have yet again received another copy pasted response, now from the company itself. I fail to see how you're accusing me of these actions when I know I have not done so myself. You say you have confirmed the violation, then, I would like to see evidence, either by video or screenshot of me doing anything that relates to the violations mentioned.
  
  Sincerely,
  
  Skuppy

  

  Business Response

  Date: 08/04/2023

  As mentioned, on 7/24/23 we responded to the user via ticket #******** with, "You should've received an email with more information regarding this violation. If you have any questions as to what behavior resulted in your account being disabled, please refer to that email.,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20383595
  
  I am rejecting this response because: You have said the same thing as the last, and I have already acknowledged and read the message, however, I do not agree with this punishment as I did not engage in such behaviour, discord has been known to have an unhelpful trust and safety team, as all of the complaints and reviews say similar things. You are still refusing to provide evidence that I have done these actions, as I have not done such thing.

  The ticket is not solved.

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

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My computer died back in January. I recently bought a new one and attempted to restore my sign in for Discord. After 7 months of not using it, I forgot my password but set up SMS backup. The Discord client clearly states that if you lose your Authenticator or backup codes you can use SMS notification. However it doesnt work. When I contact the support team directly I get told nothing but If you dont have the backup code we can only delete your account. No resolution. No remorse. No explications for the lies. I am currently still logged in on my laptop and I can gladly prove its my account. I have email, photo ID, I can offer whatever information they want.

  

  Business Response

  Date: 08/02/2023

  On 7/22/23 we responded to the user via ticket #******** with, "Since Discord does not collect any personal information to tie to the account, our current policy is that your 2FA backup codes (that you download when you enable the 2FA and connect with your mobile device) act as your only form of official verification and proof that you are the owner of the account to disable the 2FA,". 
  
  The ticket is now solved.