Discord Support Feedback

I have used Discord since the Alpha in 2015.  Not a single time have I required their support.  I've been a nitro member for almost as long, because I genuinely believed the service was fantastic.

Recently, I made a mistake and my account was compromised.  The thief was able to change my password, email and make an account with my email in it's place to make reaching support more difficult.

I send in a ticket within 10 minutes of the event happening, believing that it could be quickly resolved.  I got an AI response letting me know that my ticket had been received.

10 hours later, I got a response that only said ‘We moved your ticket to Trust and Safety.  We don’t know how long it will take for them to get back to you.'

In the meantime, the hacker is freely use the account to hack more people.  They didn't even temporarily disable it.  They didn't ask for information that could prove beyond a doubt that the account was mine (Such as the payment information tied to the account, the names it's had in the past, the servers I've been in, the locations I've previously logged in from, etc.)  Just forwarded the ticked and went silent for over a week.

I was mostly okay with this, I figured they had a lot of people to deal with, but what happened today just proved to me beyond any doubt that the support system in place is absolutely broken.  The ticket system apparently works like a queue, and spamming tickets/responses will move you to the back of the queue.

The only information needed to submit a ticket is your email and the account's name.  Do you know what information the hacker has access to?  Both those things.  They spam tickets in your name, and you get sent to the back of the support queue.

Meanwhile, they're just scamming more people on your contact list, because instead of the account being temporarily suspended, no such thing is happening.  They're free to continue it's use.  This creates MORE people who have their account hacked, and makes the line in Trust and Safety LONGER, makes response times LONGER, and it's an infinitely expanding tree of hacks where nothing is ever truly solved.

And if your account is compromised, you sent a ticket, but it will never be seen because they can infinitely spam tickets in your name to set you at the back of the line, what can you do?  Who can you reach out to?  There is nothing, no alternative.  There's twitter support, but I haven't received a response there either.  There's no chat, no phone line, no instant support or reassurance that something is being done, not even a live tracker on your ticket that shows what number it is in queue.  They don't even give you an estimate of how long a reply will be.  The support system in place here on Discord is single headedly the worst I've ever seen for any site I've ever been on.