6 Weeks and counting with no response from Support.
Hello!
It is going on 6 weeks since the last time I have heard anything from support about a compromised account. My phone number and PayPal are tied to this account, and any time i have tried to recover the account via phone number, it instead (for some weird reason) sends an email to the hacker. What's worse, the hacker has used my paypal that is tied to the account to make fraudulent charges. So I have had to lock my Paypal down and been unable to use it for 6 weeks now. As well, I have had friends reach out to me via phone to let me know they are, to this day, still getting messages from the account.
I tried following discord's instructions they have left with PayPal, but literally I would have got my money back if i contested the purchase via paypal.
At this point the stress of all this is starting to wear on me and my patience is starting to grow thin. Can someone please look into this? I need to know:
- Why I have had to wait ~6 week with no contact from support
- Why I cant use my phone number tied to the account to recover the account itself (WHICH WOULD HAVE RESOLVED THIS ENTIRE ISSUE IF IT WASN'T BROKEN)
- What support is doing and what industry standard they follow for IT Customer Service (cause it certainly isn't ITIL or HDI), and
- Do I need to dispute the last 3 Discord Charges on my paypal since Discord seems to not care about the customer?
At this point, this entire scenario is absolutely ridiculous. I just want to get my account back so I can stop being stressed, be able to use my paypal, and communicate with my friends again.
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Hey there, fellow victim here.
From what I've gathered, discord is skating on thin ice with its investors as nitro + boosts alone haven't been able to support server upkeep + wages.
They laid off 10% of their staff in January, which includes a lot of the trust and safety team. Bundle the numerous false flags by the automod system in and you end up with atrocious response times.
Their account security is extremely flawed, as the hijacker can literally remove your phone number/2FA without needing access to your phone at all. I don't know why they don't send the rest link through text, probably something monetary related.
If you're going to request a chargeback, do it through PayPal as discord will just disable your account if you do it through them.
You can however, request their billing team to remove your payment methods from the account. I've done this, and managed to get a response from a human within 48 hours.
Hope this sheds light on the situation.
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I appreciate the information, and that would resolve some issues, but the main issue is I just want my account back without having to deal with subpar, abhorrent Customer Service standards. I have way too much invested in the account, and having these things on the account still give me more ammo to say “Yes, this is 100% my account”.
As much as I would like to charge back right now, I am fearful that the PoS who hacked the account will just delete the account, and the memories and servers i am a part of, and own, with it. Something that would disconnect a lot more people than just me.
As well, i dont have faith that their billing team would assist me any faster than their trust and security team. I will most definitely have to wait weeks like i have already if i try and contact them too.0 -
I share the exact same sentiments as you regarding my account. I just want the damn thing back.
Though I feel that the account deletion should be blocked by your pending ticket, if the system works properly that is.
Their billing team seems to be properly staffed, seeing how my response was quite quick. And you could just reference your ticket as proof of ownership too.
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alpha, that is so smart! i might just do that because the hacker who compromised my account took nearly 200 bucks from me and trust and safety team have been ghosting me since god knows when.
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Well, an update.
Went to twitter, and someone spoke with me. Ended with “I reviewed the ticket, and I can see that's currently open and in the correct queue. I do apologize for the delay here. Once your ticket reaches the top of the queue, you will get a response. That should be soon.”
Hitting me with the Blizzard Entertainment Soon™ isn't very awe-inspiring since iIve already been waiting for so long. But we'll see.2 -
Krrgoodwin if you dont mind me asking, how’d you approach them with that? planning to do that too
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Conveyed my issues in a professional manner, and provided screenshots of what i had issues with. That's it lol
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The classic ‘soonTM’
I honestly can't really blame them with the amount of disabled requests coming in
Feel like the hijacking cases should be placed in a separate queue tbh
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Indeed, since these scams are a large current issue as of lately, and they need to do something about these hackers posing as Discord staff that aren't who they say they are. I've been going on for nearly two weeks…
Man hope you get your account back, Messaged them on Twitter too, but no response…Should it be just Discord Support or Discord themselves?
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GreenWingSpino
same here! been affected and hijacked with this since 15 days ago :[
it should be discord support, but discord’s account on twitter/x is no stranger to responding and/or making to dms if you dm them/mention them.
wishing everyone (including myself) luck!0
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