Awful Discord Support Team and Management

This is going to be a very long post, and Discord’s lack of communication with their users is forcing me to write this unsavory post.

To start off, I work for a Discord Verification bot that used to serve about 30,000 servers with six figure users on network. We offer anti-raid, anti-alt account protection in a click to verify package for servers that host giveaways (mostly) or enforce a strict single account policy.

In August 2022, my CEO (the guy that I worked for) received a notice of account suspension for “Fraudulent Charges” after multiple attempts on his own debit card that Discord’s own broken payment system refused to accept.

Upon attempting to appeal the results, he received this: “Hello, Discord has disabled your account for violating our Terms of Service and Community Guidelines. Based on the results of our investigation, your account has been permanently suspended and will no longer be activated. You should have received an email with more information about your violation.”

Such a fraudulent transaction would often be a chargeback filed or possession of stolen cards, but we (me and the CEO) went through the transaction history for the cards and found no deductions were made.

Why doesn’t Discord want to help in this issue?

My CEO (being a verified bot developer) even liaised with the bot moderation team that has better responses over your own customer support team. We sent evidence, ID and even the card itself as a supporting evidence of ownership.

However all of this eventually were ignored and our tickets were automatically closed without our knowledge. This costed us a bot with 30,000 servers, a contract that is rendered null with our partner due to your unwillingness and inability to “look twice” on the information we provided.

Fast forward till yesterday (08 March 2023), one of our support staff got the same notice of termination. However, he did not do anything contrary to TOS or the Community Guidelines. No emails were sent to notify about the termination and no cause and justification for the termination was ever mentioned, even with ticket openings asking for a follow up to be closed shortly after.

Why is Discord abandoning their users that require support, and also abandoning their very own partnering developers that create bots for Discord? I’m not even asking for an immediate response to tickets, neither am I threatening to burn the company if they didn’t respond in 24 or 72 hours.

What I am asking is for transparency and accountability, so the user knows and can challenge to their justification if there is a discrepancy in the system.

However, your very own support team has clearly failed at that. Ignoring tickets and closing them because you have “done your job” in giving them the “answers they need in the FAQ, TOS and CG”.

I don’t understand why users should put up with such bullshit with whoever makes executive decisions there, who thinks now accounts should have a shelf life and users must make another one if they get banned for no concrete reason.

Support Team, if you’re not interested in helping out your own users- I suggest quitting as there are many jobs out there that probably suit your attitude best, or change your internal policies to aid the user in finding a solution.

I don’t care what your priorities are in your business, but clearly a chunk of your users are not satisfied with your terrible customer service, and you should be ashamed of it.

I guess your company name and branding resonates exactly what you guys do. Sowing absolute horse shit upon yourselves.

Regards,

Shai

COO of AuthenticateMe Discord Bot

P.S. If you are a Discord stan, try opening a ticket when you run into issues or when your account gets terminated for no obvious reason and see if it even resonates with our frustration.

Span4ev

March 15, 2023 05:22
Edited

This is the worst tech support in the history of mankind. They treated my problem as if they didn't care. They couldn't help me and only wasted my nerves. They answer all sorts of stupid things and do stupid things. I wrote two big posts about them on reddit. It doesn't make sense, but I've left it online in case anyone else encounters the same thing.

Discord tech support doesn't care about their users.

They blocked my account because I accidentally chose the wrong age when I logged into the community. That's the only reason. I indicated I was 7 years old.
Then I tried for 9 months to restore my account...
They demanded a passport photo from me the whole time.
I sent them photos of myself that showed that I was quite an adult and could not be confused with a 14 year old teenager. From just these photos alone you could tell that I was over 14 years old (which is what they needed to make sure). But it didn't help.

Their actions and responses made no sense. This carl bot is an incredibly stupid and useless piece of horrible code.
I have indicated in every email that I need to restore my account, and they send me instructions to delete my account... This is complete bullshit.

They ignore simple and important questions. They just don't answer them and keep doing their CTRL+C + CTRL+V instead of simple answers like "YES" or "NO".

When I sent them a photo of my passport, ONLY then did they tell me that the account information is deleted 14-30 days after being blocked... And the account cannot be restored.

But I had several times in my messages indicated the date the account was blocked. They could see that it had been a while and the account couldn't be restored. But they kept quiet about it and kept trying to get my personal information.
I asked several times if it would be possible to restore my account data after all this time. But they ignored such questions and tried to get my passport photo.

All my actions were completely useless after 14-30 days of blocking the account. I couldn't restore the account right away because I was in the hospital with my mother, who had surgery. And then I was helping her recover. So I missed the first 30 days and I didn't have time to restore the account.

But after I started restoring it, it didn't make sense anymore.
But why did they keep pulling/extracting my personal information from me, since it wouldn't help me restore the account since it was permanently deleted?
Why didn't they inform me once in 9 months until I sent a passport photo?

They just wanted personal information, that's all. Maybe they are selling it to someone. Otherwise, what's the point?

Diskord tech support is completely useless. That's the worst tech support I've ever seen.

Shai the Haku

March 23, 2023 15:16

I have somewhat figured out why the new account was suspended after questioning them.

However, my point remains valid on Discord's unwillingness to point out the exact rule or what exactly the user violated against their ToS or CG.

They have essentially taken New York City's approach of handling basically anything related to a business and whatever happens in NYC will never get resolved because of how sh*t it already is, and then passes the blame onto the individual without properly informing or serving them a f*cking notice.

Good job Discord, you failed at serving your users.

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