An open letter to the few discord staff that remain.
I have no doubt that I am risking retaliative action will be taken against me and my discord accounts for posting this. I’m saying what must be said here, so that those in power here and hear the truth that few would be willing to speak, and I’m tired of sitting by and watching the platforms I use devolve into unusable garbage before my eyes.
I personally have not yet had my account arbitrarily disabled, nor have I had tickets ignored. But I have friends, close friends who have experienced this, as well as not having phone calls answered during the day.
I then continued to delve further into this situation, in which I discovered this small issue seems to actually a larger epidemic. Users are having their accounts disabled at random, and their tickets are closed with generic responses that refuse to elaborate. Some of which, have paid money. (Payment that I have also given, and will no longer continue to give.)
But why this lack of function, as well as this heavy handed set of vague bans? Well let’s start with the former.
Lack of Function
Their lack of function may be due to being understaffed. According to the better business bureau’s page about Discord, they currently have 210 employees.
I know this might seem obvious, but 210 people is not enough to handle literally millions of users. Especially when it’s highly likely the amount of employees handling tickets is not the maximum 210.
I’m sure they could have more with all the money they take in from Discord Nitro, but instead they engage in layoffs and then take heavy handed bans into effect, without explaining why and then giving users 2 weeks to figure it out or get deleted. Which reminds me…
Heavy Handed set of Vague Bans
Now this part is mainly speculation, and I do mean I have no evidence for this. However, I do have a set of questions around conveniently timed events.
Recently in the United States House of Representatives a Bill is being pushed called KOSA, the Kids Online Safety Act. It’s your typical pearl clutching “think of the children” bill that does horrible things, but that’s outside of the scope of this letter. The relevant piece is that around this time is when various social media companies were asked to appear and even suppoena’d to appear, including discord.
The primary issue was “unsuitable content appearing in front of the children.” And conveniently we’ve had a whole set of bans appear where users are either accused of being under age or, more commonly, “violating tos.” Which apparently can include having an 18+ server, even though discord officially supports that.
A recent report shows that a user had reported an account being disabled because someone reported their child had supposedly come into the server. A server clearly labeled 18+. This shouldn’t be a “why didn’t the user ban the child.” Since that isn’t always a clear and obvious choice because they don’t exactly announce their age (hence the underage ban even existing in the first place). This is a “why doesn’t discord do more to prevent this sort of thing?”
And now, the timespan between your account being disabled and your account being deleted is 2 weeks. It sure is convenient to be able to ban your users who may be hurting your public image regardless of their innocence, then delay on the ticket until it’s too late to restore their account because your understaffed.
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My account was hacked a week ago, a agent replied with “your ticket was pushed to our safety team, an agent will come back to you soon, be patient.” haven't heard from them in 10 days. sent them proof and everything.
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It's insane how lots of us have been using discord for YEARS only for our accounts to get hacked and banned for literally no good reason. I get that they're understaffed as you said but clearly that's their fault too.
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I've been waiting for Discord support to reply to my ticket for over a MONTH to reassign my e-mail back to my account after being hacked. No response to the ticket, although I've received responses to other tickets on asking a different question (although they said they can't help me with my issue and I should wait).
What's the worst is that the hacker STILL has an access to my account, if i had Nitro or anything personal on the account (I don't except my private chats) I would be DOOMED. The hacker has most likely moved to another account already (according to my friends monitoring my account) but this is outrageous. I need the account back. I can't let it for hacker to keep it forever.
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