Complaints

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

• Initial Complaint

  Date:01/23/2024

  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 a morning, 14 days ago (Approx. 9th of January **** 7:30AM GMT+8 ******** Time) my account was disabled without prior notification, warning nor explaination as to why it was disabled. Soon after, I sent a ticket to Discord's Trust and Safety team (#********) and was met with a message that they will reply with *****hr period. However, it has been 14 days and I've been left in the dark the whole time without any explanation and with an incoming threat of Discord's account deletion after an account was disabled. This is important as that account is assosciated with a bot application and a server with more than 1.1k members. I've spent over 100 USD on Discord and this is such a disappointing event. As far as I'm concerned, I've had that account since 2018 (around 6 years ago) and has not been terminated like this and I've been complying with Discord's community guidelines the whole time as far as I know. Before my account was disabled, my "account standing" was in the "all clear" indicating I've not violated Discord's Terms of Service, as such I believe that this is an unjustifified termination of my account and that a temporary termination will be the best solution if I did violate any TOS, though the best would be for my account to be reinstated immediately as I don't believe I've done anything that would provoke such strict actions, and if I did I would like a complete explaination as to what led to the permanent and sudden termination. Thank you.Further details:Account ID: ****************** Ticket ID: #********

  

  Business Response

  Date: 01/26/2024

  As of 01/26/2024 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: 01/26/2024

  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. I've referenced the ticket number in the original complaint. However, instead of replying to that ticket they instead sent a copied dialogue from their pre-written script. Because they're too caught up on minor details, I will submit another complaint with the email that they wanted.
  
  Sincerely,
  
  ************************* Haiqal Bin *******************

• Initial Complaint

  Date:01/23/2024

  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,On the evening of January 21st, ****, my discord account was hacked by an anonymous hacker.The hacker has changed my email, changed my SMS 2 Factor Authentication methods, and I am unable to get into/recover my account.I have sent 3 separate support tickets, all promising results within 24 hours.It has been well over 24 hours, and I am in need of my discord account back if I am to continue working remotely.My discord account contains sensitive data and information to my employer, of which discord has refused to acknowledge the severity.My discord account contains my banking information, phone number, and other 3rd party applications that are linked to my bank accounts.The three discord tickets IDs for my case are as follows in order of creation:42590892 ******** ******** I would like Discord to accelerate and restore my account's full functionality and ownership to me within the next coming days, no exceptions.

  

  Business Response

  Date: 01/26/2024

   On 01/23/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.

• Initial Complaint

  Date:01/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my discord account was wrongly suspended. (larpsxoxo) in my ticket I sent 5 days ago I said hello discord it would mean so much to me if my account would be undisabled. i was apart of a server that sent explicit photos of minors, which I was unaware and i follow all tos and guidelines i would never partake in any of those actions. If I saw this happening I would immediately leave and report the member sending it and the server. i am very sorry and wish it wont happen again. thanks so much. No response from discord.This was the reason I got disabled. Discord is focused on maintaining a safe and secure environment for our users and their communities.Your account larpsxoxo, moderated a server, /arrest, that was disabled for violating our Community Guidelines or Terms of Service.The server was removed for allowing or hosting content that glorified or promoted the sexualization of children. Discord has a zero-tolerance policy for the sexualization of children. I was not involved in sending the photos. I was in the server, because they had emotes and stickers that I liked. I never asked for moderator or anything. Just simply in there to chat for a bit then leave. I follow all TOS and GUILDLINES. I tried to appeal but no response. I had atleast 30$ worth of nitro aswell. If u could unban my account, I would be so grateful. Thank you for your time and service.

  

  Business Response

  Date: 01/22/2024

  As of 01/22/2024 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:01/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account (tfriahh) was wrongly disabled.The email stated Hello,Discord is focused on maintaining a safe and secure environment for our users and their communities.Your account tfriahh, moderated a server, /arrest, that was disabled for violating our Community Guidelines or Terms of Service.The server was removed for allowing or hosting content that glorified or promoted the sexualization of children. Discord has a zero-tolerance policy for the sexualization of children. I was not a admin or a mod in that server. The only roles i had was picture perms. I follow all TOS and GUIDELINES. If I had seen they were posting stuff like that, I wouldve immediately left and reported the server for disturbing the guildlines. I also had spent money to buy nitro, and that account had ownership of a server with over 1 thousand members. Discord instead of disabling, need to find a better way to punish. Like temporarily bans. I have spent over 500$ in nitro making new accounts and purchasing new the subscription. I have been false banned many times.

  

  Business Response

  Date: 01/22/2024

  We are currently experiencing a higher than usual ticket volume. As of 01/22/2024 ticket #********is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:01/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a wrong banned beacause of being under age on Discord. They have since disabled my account, however, even though I sent an appeal they still refuse to get back to me. I have sent ID proof that I am not under 13, and yet they refuse to reactivate my account.just a robot name of ***** "solved"my every tickets I havent violated everything for Discord, which has left me confused.

  

  Business Response

  Date: 01/26/2024

  On 01/21/2024 we responded to the user via ticket #******** with, "Hey there,
  
  Thanks for verifying that you're above the minimum age to use Discord. I've gone ahead and unlocked your account.
  
  Sincerely,
  Discord Trust & Safety,". 
  
  The ticket is now closed.

  Customer Answer

  Date: 01/26/2024

  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:01/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [URGENT, EXPEDITE PLEASE]My Discord account was wrongfully disabled, and I'm contacting the BBB to make sure my account doesn't get permanently deleted as I have important information stored on that Discord account that I must access. Accounts that get disabled by Discord Trust and Safety are scheduled for permanent deletion ***** days after the initial disabling. Here's the story;On the 5th of January **** I was charged $9.99 for the second month in a row of Discord Nitro Monthly, I was fine with this as I didn't mind continuing my subscription. I then submitted a ticket asking how refunds work and if one was possible, if I wanted one. They informed me of a strict no refund policy, I respected that and told them I would cancel within a timely manner in future.I then step away from my PC for 5 minutes and come back to access Discord to find I have been logged out, when I try to log in it says "Account Disabled". I then see I have received an email saying my account has been disabled for "Violating TOS and Chargeback Attempts", even though I did not attempt, nor want to make any chargebacks, I was fine with this $9.99 payment.In the meantime I have submitted multiple tickets to Discord explaining the situation to try and reinstate my account, but it is now the 20th of January, it has been 2 weeks and I have not received a response. I cannot let my account be permanently deleted as it is very important to me. The charge of $9.99 still stands on my bank statement, which is completely fine, but the issue is I haven't been able to use my Discord Nitro Monthly perks as I wrongfully had my account disabled. I am now at the 2 week **** and soon my account will be deleted so this is a very urgent matter.Email: ************************** Username: nibblin Payment ID: ******************* Support: ********************************** The resolution I would like is for my account to be reinstated before it's permanent deletion.I look forward to your response.Sincerely, Rhaff

  

  Business Response

  Date: 01/24/2024

  On 01/24/2024 we responded to the user via ticket #******** with, "As a one-time gesture, I went ahead and lifted the ban on your account but should there be any further disputes on this account we will not be able to reinstate it,". 
  
  The ticket is now solved.

  Customer Answer

  Date: 01/25/2024

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

• Initial Complaint

  Date:01/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has failed to respond to my customer support e-mails for 25 days as of December 26, ****. I have been a customer and a member of their service since 2018 and have spent well over *****+ dollars on their service. My account was wrongfully disabled for supposedly being 13 years of age when I am 21 years of age. I have provided the necessary documents they requested to prove my age and they have not responded to 3 customer support tickets since the 26th of December. I find this to be unacceptable as a paying customer to their service, and had just paid for a months worth of the service on the 20th of December. I only had 6 days of access to the service until they wrongfully locked my account and state that accounts will be automatically deleted between ***** days of being disabled. My current ticket number to their website is ********. Any help would be much appreciated, Thank you.

  

  Business Response

  Date: 01/22/2024

  As of 01/22/2024 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:01/19/2024

  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.

  I noticed the charge on my members choice credit union account on 01/18/2024 that morning. It was a $108.24 charge on my card from Discord ************* its associated with ******* I never heard of this company nor have I ever made a purchase from them. I immediately contacted my credit union in regards to this charge and made a complaint. My credit union closed the card however they are not refunding my money. The representative at my credit union told me to contact Discord. I found the support contact for discord and filed a complaint twice 01/18/2024 and 01/19/2024. I received the same rhetoric response in email. I have not received a valid explanation by email nor phone call. This is an unauthorized charge on my account. I do not have an account with **********************, no one roleplays, no one has an online game chatroom. I am going to make a separate complaint against my credit union. I'm extremely ****** because this is random.

  

  Business Response

  Date: 01/24/2024

  On 01/24/2024 we responded to the user via ticket #******** with, "Unfortunately, because subscriptions purchased via ****** Play are managed directly by the ****** Play Store, I'm afraid that we will not be able to locate the charge in our records. If you did not authorize this charge, we would advise reaching out directly to the ****** Play support team for further assistance: *************************************". 
  
  The ticket is now solved.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21168854
  
  I am rejecting this response because:

  My bank Members ******************* stated to contact Discord because the transaction was under Discord and that's what I did.  I have never bought a subscription to ****** Play.  Discord has no intent in giving my money back because the company would have given me customer service contact information to resolve the issue.  The fact that I had to **** on a search engine to find contact support to resolve discrepancies.  This has caused a lot of problems, because my bank closed my card.  I have no contact information nor do I have my money back.
  
  Sincerely,
  
  ********* *************************

  

  Business Response

  Date: 01/31/2024

  On 01/24/2024 we responded to the user via ticket #******** with, "Unfortunately, because subscriptions purchased via ****** Play are managed directly by the ****** Play Store, I'm afraid that we will not be able to locate the charge in our records. If you did not authorize this charge, we would advise reaching out directly to the ****** Play support team for further assistance: *************************************,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:01/18/2024

  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.

  This business is a social communication platform that I use often. Recently, this platform banned me from their service for seemingly no reason. I never got any reason for my ban via email or otherwise any form of communication, and any attempts at communication with the platform are met with total silence. Prior to this ban I had purchased their subscription service, Discord Nitro, on an annual plan for roughly 100 dollars. At the time of my ban, I had 3 months of subscription remaining. I demand that Discord to either unban my account immediately or properly justify the deactivation of my account.

  

  Business Response

  Date: 01/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 01/19/24 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: 01/19/2024

   
  Complaint: 21162321
  
  I am rejecting this response because:
  In the screenshots I had provided, there was a ticket about my false ban listed as solved. This ticket never got a response from Discord support at all and my account was never acknowledged. The screenshots attached to this message show the ticket in more detail and the message thread. Clearly Discord Support was able to look at the ticket, otherwise it would not have been marked as solved. While I respect that Discord Support may be undergoing increased ticket loads, that does not make it acceptable to outright ignore a support ticket.

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

  

  Business Response

  Date: 01/26/2024

  We are currently experiencing a higher than usual ticket volume. As of 01/26/24 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: 01/30/2024

   
  Complaint: 21162321
  
  I am rejecting this response because:
  I was speaking about ticket 42244975, which had been mysteriously marked as solved despite not getting any response from discord. I was a nitro customer and I had 3 months remaining, roughly 30 dollars left. This is an unacceptable, literally copy and pasted response. Do better and actually solve the issue instead of marking it as solved with no response.

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

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was AI banned due to a well known exploit that someone used on me unfortunately and my account since 2016 was disabled without an email, notification, or any form of communication. I did not find this out until I tried to log in and it would not let me. I was frantic because I thought I was hacked and all my personal information was vulnerable I've been submitting tickets for the past couple days without a single response other than an bot giving me an automated message. I've seen hundreds of posts online describing this exact same issue and ALL OF THEM go on to say that discord fails to communicate anything to them AND never helps them either appeal whatever action was taken, or at least get information on what happened. How am I supposed to know what happened if I cant get even a discord intern to spend 5 min writing an email response to any of the dozens of attempts I've made to contact support. My account never had even a warning on it let alone any actions, I was an early supporter badge member, I was a paid nitro subscriber for years and just like that, ****, the account is just disabled and you couldn't even ***** me the decency of communicating that to me. Not even a single email notification of this action taken against my account. So now Im begging, BEGGING, anyone that reads this to please help me. Please in any way help me because I dont want to lose the 8 years worth of connections I made, the 8 years of friends I made, the communities I supported and participated in, its incredibly unfair and judging by the hundreds of people voicing their problems online to a chorus of crickets, this spells the end of Discord as a platform. How can anyone justify treating their customers this way it's dispicable it's caused me so much unnecessary stress and I expect an answer to resolve this.

  

  Business Response

  Date: 01/17/2024

  On 01/17/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21156215
  
  I am rejecting this response because:

  I joined a community server with 1.9k members and it asked me to verify by copy and pasting 1 of 4 generic images that wasn't in black and white. after clicking on the coloured image and right clicking "copy image" and pasting it to the text channel, I was taken to another channel where a sticker sized anime emoji said "verifying". after waiting 10 seconds I had a bad feeling and left server. as soon as I left the server I was kicked out of my account. when I tried signing it it said my account was disabled. ********************** never sent me an email about it being disabled or why.

  I have done absolutely nothing to violate any terms from discord. This is unacceptable that my account that I have a yearly subscription for is disabled. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/19/2024

  On 01/17/2024, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21156215
  
  I am rejecting this response because:
  

  On January 16th at 11:53pm CST my account was disabled after joining a community discord server. Once I verified through the discord bot, my account was signed out.
  

  On January 17th at approximately 1:00am, I created a Discord Support Ticket.
  

  At the same time I contacted Better Business Bureau in hopes to get a response sooner from Discord.
  

  After contacting the Better Business Bureau, I received a response that I violated Discords rules and guidelines and my account will not be reinstated.
  I am shocked, confused, and scared I will not have my account back. I am a woman in my 20's who has had this account since 2016. I have been a Nitro user, paying yearly and also boosting my servers.
  

  My account name "******" was chosen to deter degenerates from knowing I was a woman. I have had several users try to get my account name, some even trying to offer money for it. I never suspected that joining a server (that had 1.9k members) and verifying through a Discord Bot, that I would have my account taken away from me. I have always upheld the guidelines and supported Discord. I have been using Discord since 2016. I was a part of several servers and made so many friends that I have now lost.
  

  I have records of conversations with friends who are unfortunately no longer alive that I would look through on hard days. I had channels dedicated to photos of game scores from old friends. My account has been with me since I started using a computer and gaming online, and it means everything to me.
  I am earnestly asking anyone to please look into my case. I have done nothing to violate any guidelines, any terms of services, any rules. I can't lose almost a decade of my life's content for nothing.
  

  I looked online and the same account was reported already for doing this to someone else weeks ago. I'm attaching a photo of the user. I don't have a link for the server I joined, but it was called "Amigos" and had 1.9k members.
  

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