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:04/17/2025

  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 March 24th, I was permanently suspended on my Discord account @aethermore due to allegedly breaking the rules on Child safety, and a few days before this I was given the same exact violation. Despite this however both violations never provided any evidence or actual reason as to how I allegedly broke this rule, and any attempts to contact Discord staff through their support site has been only met with bots that immediately resolve my ticket after giving me the same vague replies that dont answer why I was suspended and how I broke the rule. I know for a fact I havent done anything to endanger any children and I was false suspended for claims they have no evidence of, and because of it Ive lost access to an account that I have been paying for their discord nitro service on since 2017. 5-10 dollars a month for the past 8 years and they suspended me with basically no warning and wont give me any acknowledgment when trying to appeal. Its an incredibly important account to me that holds many memories and Ive sunk a lot of money into just for the sake of keeping in contact with people and my loved ones, and Id hate to lose it forever because of some faulty AI moderation that incorrectly struck me as breaking the rules. I just wish to have contact with a real human on Discord staff and hopefully have my account reinstated and removed of the violations once I can dispute this with someone, because I cannot keep making tickets that are only ever seen by and responded to by bots.

  

  Business Response

  Date: 04/17/2025

  As of 4/17/25 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23216740
  
  I am rejecting this response because: I was not aware the BBB form would use the email I wanted them to send it too and its not the one I use for Discord. The Discord email is ************************* sorry about that.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/21/2025

  As of 4/21/25 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23216740
  
  I am rejecting this response because: The email of the account I am referring to is ************************* The username is @aethermore. I have had multiple communication tickets opened on this account. Please check again
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/16/2025

  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.

  Discord said here 2 weeks ago they would remove violations they lied to me and the bbb

  

  Business Response

  Date: 04/18/2025

  As of 4/18/25 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:04/16/2025

  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.

  Dear Better Business Bureau I am contacting yall in regards of my banned Discord account. I was in a 18+ nsfw server and Im not very active on the app so I turn off my notifications for the app and the next day I go on the app it says that Im permanently suspended for Child Safety. Now I dont know what the server was doing or anything but I wouldnt know because of my notifications being off. I also never talked to any minors or even texted any minors inappropriately. Now after all this happening I go on the support page seeing if I can get unban but every time I make a ticket they have a bot automatically saying that theyll never be able to un suspend my account. Also in my tickets I explain everything but at the end of them I ask for a human to look at it and they never do, it usually be the same bot saying the same thing over and over. And not to mention that ever since I made the tickets, for some odd reason every time I go on their support website, I try to sign in and it doesnt let me. Can yall please help me get my account unbanned as this is an account I had since 2018 with a lot of memories.

  

  Business Response

  Date: 04/18/2025

  On 12/18/24, 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: 04/18/2025

   
  Complaint: 23215408
  
  I am rejecting this response because: I didnt violate anything its not my fault that the server didnt follow the community guidelines, I was just a normal person who joined the server. Plus I wasnt apart of the staff team or anything in that server. I only joined because I got invited to it by a friend and once I joined I never got back on discord after and like I said in my message I dont have any notifications turned on for the app so I wouldnt know what happens in the server or on discord in general.
  
  Sincerely,
  
  Cashmerre *****

  

  Business Response

  Date: 04/21/2025

  On 12/18/24, 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:04/16/2025

  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.

  ****! Here's the issue (the context is important at the start):Me and a friend were on discord on a call joking about grown men with micropenises, at one point I searched up "micropenis" on ****** and copy pasted the first image I saw to him and we laughed, and continued our conversation. Around a minute later I was permanently banned from discord and I went back and checked this image only to find it was actually a medical image of a *baby* with a micropenis!!Obviously, I had no idea at the time and I was sick to my stomach at the mistake I had made. I tried to get into contact with discord through tickets on my account + using ******* DMs talking to the support team (which turned me down saying they don't help with those matters), but it seems like I just haven't managed to get anybody at discords attention at all and I'm trying desperately to explain the mistake to them :(Following their ToS and community guidelines, it says that to never promote or distribute CSAM, and to of course never do anything inappropriate with a minor, but what I did doesn't actually break any of these rules as the image is NOT CSAM.I've been worried sick about this, I'm just really hoping you can help me with some type of resolution!!To be specific, I feel that my ban was unfair. Both me and my friend (above 18) had no idea this image contained a child as it was the first result on ******, and this has been my first ever violation of discords rules in my 7 or 8 years of using it. No CSAM is present, no minors were involved in the situation, no rules were broken.Ideally, I'd want to get into contact with a HUMAN at discord rather than the ** they use, as they will be able to understand the complexity of the situation.Thank you :) I really hope something comes of this!(Discord account is linked to the same email as this complaint)

  

  Business Response

  Date: 04/21/2025

  On 4/21/2025, 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: 04/21/2025

   
  Complaint: 23214703
  
  I am rejecting this response because:

  Reading through your Tos and community guidelines, I have not broken these. The image I had sent was not csam and had never promoted it, nor threatened any minors or had any minor involved in the situation.

  I can understand possibly being banned for a month to nail a point home that you do NOT want that tyoe of image on there regardless if it breaks ToS or not (of course), but being banned INDEFINITELY for copy pasting a TOP RESULT ****** image with no context around it, i feel is a little ludicrous :I

  I almost rely on discord, i create content online and discord has cemented itselt as almost THE "hub of connections". Being permanently banned, as in i myself am never allowed to set foot on the platform for as long as i live, because of such a menial mistake seems super callous :/ 

  if you need any further context or need anything else from me, im more than happy to help from my side to try resolve this situation however what im asking for is to be able to use discord again, not even nessecarily the same account if that matters at all on your end.

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

  

  Business Response

  Date: 04/23/2025

  On 4/21/2025, 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: 04/24/2025

   
  Complaint: 23214703
  
  I am rejecting this response because:

  This is a copy and paste message, very likely sent by an AI. I've been asking for a human to review my case for a little bit now.

  I'm beginning to feel a little worried that the discord help team is comprised of nothing but bots managing complaints, with your next response i would please ask you to read through this thread of complaints (i think this is my third message) and reply with something other than the same copy paste message. Other than being unbanned, I'm asking for specifics:

  
  -How long am i currently banned for? it says permanently but the violations only affect my account for 2 years

  -Can i make a new account after 2 years? is that allowed?

  -If this was against your community guidelines/ToS, why haven't you included that in there? What i sent was not CSAM nor was promoting it, that image is legally defined as not sexual and strictly for medical usage.

  -Is a permanent ban really just for an honest accident?

  Really hope this gets solved, i wish you all the best at discord <3

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

• Initial Complaint

  Date:04/16/2025

  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 permanently suspended under the blanket term of "child safety" with no reason or evidence given. I was shown absolutely no details on what post or conduct resulted in the suspension, only a statement that I violated a rule. When I tried to appeal I continued to get no details on the specifics of the ban and have gotten only ignored tickets or automated responses through their emails, support system, and direct messages across all forms of social media. I want my account reinstated for an automated system mistaking some message as a violation outside the realm of reasonability.

  

  Business Response

  Date: 04/17/2025

  On 4/17/2025, 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: 04/17/2025

   
  Complaint: 23213815
  
  I am rejecting this response because:
  

  I have not been shown any evidence suggesting a violation of the terms of service during my usage of Discord. Judging by the ban status of Child Safety I am assuming some message or media was flagged by a monitoring system or report by another user but I can adamantly attest that I have never shared and statements or content intentionally malicious to the safety of minors on the platform or knowingly forwarded such content from anywhere on the platform. The only request I have made through your support platform is to have an open line of communication with a member of the team and to have my account back from a misunderstanding and I have been denied both every step of the way. I wish only to have a discussion with the support team in order to have my account reinstated
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/21/2025

  On 4/17/2025, 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:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've spent $72.92 on Nitro and other things for Discord in the past years, I had a current subscription when my account was banned.Feb 26 was my most recent one but the rest were from 11/3/24 11/2/24 10/15/24 7/4/24 5/29/24 11/30/23 2/27/20 My subscription was not over. My account being disabled is a huge waste of money, and I communicate with friends and coworkers through ************************* account was banned and given a 2 year period for possibly being unbanned (but the account would probably be deleted by then as inactive accounts are pruned) I was falsely banned and given no reason or explanation for my ban. There were no images or messages provided with my ban and every email I've sent has been responded to by AI generated responses. I find it impossible to get an actual person to explain my issues with.

  

  Business Response

  Date: 04/21/2025

  On 4/21/2025, 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: 04/21/2025

   
  Complaint: 23213399
  
  I am rejecting this response because: You have still provided to explain the content in which I was banned, there is no image or message for which I was banned for. There is no explanation as to what I posted that violates the guidelines. If there was a sentence or description of the violation then I'd have understood. It's poor communication on the businesses' part which I've supported and used for years. I want to be unbanned or instead actually explained on how I broke the rules, because it seems to me like you could've made a mistake if I don't know what you banned me for.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/23/2025

  On 4/21/2025, 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: 04/24/2025

   
  Complaint: 23213399
  
  I am rejecting this response because: 

  Once again I am not given a human response or explanation as to why I was banned. I was never provided with the content or what I posted to get banned. I am tired of not getting any actual response from the company and only auto generated responses. How do I even know that I was rightfully banned if you can't explain why I was banned. How do I know your ai didn't s**** up when it banned me since you made everything autogenerated instead of having actual humans do the tickets.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/15/2025

  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 first temporarily banned then permanently suspended for the violation of two servers I had joined (to use emojis) breaking the rules of child safety. One of these servers required age verification. I have had no interaction with one of the servers in question whatsoever and only age verification in the other. Since then despite all my attempts to appeal I have only been met with bot responses and I have lost an account with years of work on it with no actual access to a human to speak with and rectify this issue. ****** shows me this is a common problem, too. Not even a dispute or any of my other queries have been answered, and tickets are automatically closed down by bots without review. The account in question hosts my last conversations with a friend who passed away last year and as a disabled person who is confined indoors, I have now lost access to all of my friends for a violation I did not commit. I have been a paying nitro customer for several years now, and have repeatedly gifted/bought from their shop and refusal to even speak with a long term customer after a false ban is abysmal and not what I expected from a company that wishes to continue longer than ***** ever did. I also host my business through discord, and have lost access to dozens of clientele with no way to contact ******* an EU citizen I am well aware of my entitlement to DSA and an out of court settlement, but honestly I just want my account back and my last memories with my friend. Thank you.

  

  Business Response

  Date: 04/16/2025

  We are currently experiencing a higher than usual ticket volume. As of 4/16/2025 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: 04/16/2025

   
  Complaint: 23210556
  
  I am rejecting this response because:

  I have opened tickets and they have been ignored continuously or immediately closed out, as well as disputes despite me making it very clear that I will be involving an Out of Court settlement and enacting my rights to using the **** I have been trying to get this resolved for weeks now and have had no interaction that is not a bot response despite being banned for being in a server I never interacted with. As a disabled person with limited access to others and the loss of my conversations with my deceased friend despite paying for nitro for several years and purchasing other items from the discord shop (which I now cannot cancel) I am understanding that there is a high volume of tickets but I am dissatisfied and disappointed with the lack of genuine urge to help customers who have not actually broken the ToS.

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

  

  Business Response

  Date: 04/18/2025

  We are currently experiencing a higher than usual ticket volume. As of 4/18/25 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: 04/19/2025

   
  Complaint: 23210556
  
  I am rejecting this response because:
  

  I will continue to reject this response as it is incredibly dissatisfactory and shows a disinclination from Discord to alleviate the issues. All tickets I have opened are reviewed by failing AI rather than a human and my dispute has been ignored. I will continue to fight this. As written previously:

  I have opened tickets and they have been ignored continuously or immediately closed out, as well as disputes despite me making it very clear that I will be involving an Out of Court settlement and enacting my rights to using the **** I have been trying to get this resolved for weeks now and have had no interaction that is not a bot response despite being banned for being in a server I never interacted with. As a disabled person with limited access to others and the loss of my conversations with my deceased friend despite paying for nitro for several years and purchasing other items from the discord shop (which I now cannot cancel) I am understanding that there is a high volume of tickets but I am dissatisfied and disappointed with the lack of genuine urge to help customers who have not actually broken the ToS.

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

• Initial Complaint

  Date:04/15/2025

  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 banned from Discord for Child Safety for a reason I dont even know, I dont know what I did or what happened but I think I mightve been hacked or someone went on my computer or phone and sent something bad I need my account back, please try to get it back BBB

  

  Business Response

  Date: 04/16/2025

  As of 4/16/2025 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:04/15/2025

  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 suspended for ban evasion. I had an alt account that was suspended for "child safety" with no reason or evidence given, I was also given a warning for being in a NSFW server that got banned which I was not active in and did not participate in whatever activities that got the server banned, I take some accountability for being in the server in the first place but I was not engaging with what was happening. After some time my main account was banned for ban evasion.I've had the main account for much longer (5 years) and it wasn't created to evade a ban. I was given absolutely no details on what post or conduct resulted in the initial suspension, only a statement that I violated a rule. When I tried to appeal on my main account, it tells me to appeal on the other account with the alleged violation. I've gotten nothing but automated responses with zero detail and zero effort to help. I want my account reinstated immediately because there's no reason I should be suspended without warning for something didn't do.The main account email is *********************************************,The alt account email is **********************

  

  Business Response

  Date: 04/16/2025

  As of 4/16/2025 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:04/15/2025

  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.

  Unfair Ban for child safety, my friends and i were using sarcasm and dark humour as a way to reflect on and cope with experiences on discord we had faced due to the pedophilia allowed on the app in the first place.

  

  Business Response

  Date: 04/16/2025

  As of 4/16/2025 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 ********************. Please provide us with additional information through the support portal and we will be in contact to address your concerns.