Compromised account

MercifulStar

• 16 de marzo de 2022 06:36

My account was hacked into early Sunday morning. Shortly after the account was compromised they bought approximately 20 separate nitro purchases, which inherently emptied my checking account. In an attempt to slow him down I closed my Paypal account and reached out to support for help in reclaiming the account. The only solution I was given was to undispute the claims. It's been 3 days now and I've not heard any follow up or any response to my questions. The account in question is linked to my current email that I'm sending this from. I did not make any of the charges that appeared on my account. I do not understand why the only solution they gave me was to ban the account and tell me to undispute the charges, when I am not the one who made those charges and I explained that to them in the ticket. I really appreciate any response and please let me know if there's more information I can provide

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  angsaysroar

  • 16 de marzo de 2022 23:00

  I had this happen to me, and it took them over a week to respond even though I immediately reported to them that my account had been hacked. I sent several support tickets, including screenshots of the hacker admitting he hacked my account, and even asked them to delete my account before the hacker started using my payment method.

  
  I had to dispute the fraudulent charges before Discord disabled the account, even though I sent support tickets asking them to delete my account to prevent fraudulent charges from happening and stop the hacker from continuing fraudulently charging my account.
  
  I also think it is irrational to ask users not to dispute fraudulent charges. Who, other than maybe Bill Gates, has the funds to wait days and even a week plus for Discord to refund the charges? They just expect their users to allow the fraudulent charges to happen, even if they send their users into a negative balance on their accounts. In what world is that remotely reasonable?
  
  I had to fight tooth and nail to get them to unban my account after it was compromised, even with all the documentation I submitted (screenshots of the conversation I had with the hacker who admitted that they hacked my account and also admitted to doing it to other users). Eventually, they unbanned my account, but it didn't last very long. They ended up disabling my account again when a dispute which was submitted along with the others but had a delay in processing, went through.
  
  I had to reach out to them again to explain that the dispute was part of the original disputes of fraudulent charges. They unbanned my account but not before warning me that if any additional disputes/chargebacks occurred in the future, they would not only disable my account again, but it would be permanent.

  I had plenty of documentation showing that the charges were fraudulent and my account had been hacked, but they refused to take that into consideration.
  
  The thing that gets me is my account was in good standing for several years with no payment issues until it was hacked; however, they still refused to show any empathy or understanding and continued to imply I was purposely trying to rip them off.
  
  Personally, I find it utterly offensive that their default assumption is that their users are trying to rip them off, especially a user that up until recently had no issues.
  
  Discord really needs to update their policies or hire additional staff, so users aren't left holding the bag, while malicious users rack up charge after charge because it takes their support time far too long to respond to a  support ticket regarding a compromised account. You would think this scenario would warrant urgency, especially since your payment information is attached to your account, and you have no way to remove it.
  
  To prevent the possibility of this happening again in the future, I opened up a new checking account solely for Discord. It's a layer of protection that I had to add in addition to creating an alternate account that retains server ownership of the servers I own.
  
  I figure if my account is ever hacked again, having a separate bank account that is secondary and not in any way connected or associated with my primary account will ensure that if a hacker gains access to my Discord account and starts fraudulently charging my bank account, I can let the charges accrue and not worry that it is going to clean out my primary account since Discord has made it clear, disputing fraudulent charges is against their ToS (don't even get me started on how little sense that makes).

  As far as the alternate account I created, it's to make sure I don't end up losing ownership to servers where I have put in an incredible amount of time and effort into creating and maintaining (yes, that ended up happening to me) because you are not immediately granted server ownership after your account has been disabled.
  
  My advice is to wait until you receive a response (hopefully, it doesn't take them as long to respond to you as it did for me) and present all of your supporting documentation regarding the hacker and the fraudulent charges you incurred.
  
  Good luck!

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