Ticket "Serviced" One Hour After Automatic Account Termination
Hello, disgruntled customers and the like. I am here to talk about my very unfortunate experience with Discord customer service. Or rather, my lack of interaction.
On December 26th, 2023, I attempted to create a brand new Discord account:
Hello.
I recently attempted to create a Discord account. Everything seemed fine at first. Shortly after verifying my e-mail address, though, I was forcibly logged out of Discord and asked to verify by phone.
I tried logging in and logging back out, as there was a notice at the bottom that suggested trying that if I thought I was "getting this message in error", but nothing changed. So, after a bit more waffling, I broke down and verified my account using my cell phone. And then, I was forcibly logged out a second time.
When I tried logging back in yet again, I was told that my account had been disabled. I also received an e-mail stating the same thing and reasons as to why this might be. However, I was not doing anything that would fall under any of the infractions mentioned. The only thing I can think of is that either Discord doesn't like my e-mail address, or that my incompetent attempts to fix the first verification problem somehow triggered something, somewhere.
I would appreciate it if you would look into the matter. Thank you.
I patiently waited for a response. Nothing came. Then, about thirty days and one hour after I filed my ticket, I received this reply from Clyde, the automated response robot (or so I'm led to believe):
Hi there,
To protect our users' privacy and security, we're only able to discuss account details with the email associated with that account. Unfortunately, we aren't able to locate an account with the email address you're currently writing in from. If you're referring to an account associated with a different email address, please send us a new ticket through that other email address instead.
Furthermore, please note that all data associated with deleted accounts is deleted or anonymized 14-30 days after beginning the deletion process for that account. If you deleted your own account or if your account was disabled for a violation of our Terms of Service and Community Guidelines, we'd have no record of that account existing.
Sincerely,
Discord Trust & Safety
For those who don't know, non-validated accounts are removed within thirty days. And so, I left this reply:
Greetings,
I originally filed this report shortly after my failure to access my newly-made account due to your security features doing their job "too well". I let this ticket sit for 30 days, confident that it would be tended to within a reasonably timely manner. I have read in numerous places that unclaimed Discord accounts are removed after 30 days. It has been more than 30 days.
I could not log into my account to verify it, much less refresh it, due to the reason showcased in that attached screenshot. ["Your account has been disabled."] Now, after my account has been AUTOMATICALLY deleted after thirty days, you're telling me that, of course, you "can't find a record of my account". And now, only AFTER my account was deleted, did you send someone to look into matters only to give me an AUTOMATED response?
This does not set well with me.
I originally created this account to help with a game project I was interested in. Now, thanks to this situation, I don't believe I'll be joining this project. Not only has my interest shifted to other things, but I am EXTREMELY dissatisfied and will not be using your services.
And that's all I had to say.
I genuinely think that this particular issue of lack of transparency and severe non-interaction from customer support is a severe problem. The “30 days and 1 hour after” message informing me that they “couldn't find my account” was just the arsenic icing on this poison cake. When Discord was founded, they proudly proclaimed that they were wouldn't fall into the pits that Skype did and that they'd always be open to customer feedback. I feel that is no longer true. And that saddens me.
I had heard many good things about Discord. Many people I know use it regularly, both for personal communication and for projects. I can almost forgive the incompetence or indifference I've received. But the fact that my ticket was serviced shortly after my account was automatically deleted is just like spitting in my face.
As stated, I have no further interest in this service. And so, I leave this post as yet another tale from a dissatisfied person who was never given the chance to be a user, much less a customer.
Thank you for your time,
Suihtil Cod
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Very Valid. Sorry this happened to you. I know it isn't helpful to know you aren't the only one, but sme here. My ticket keeps getting marked solved a few minutes after I reopen it since my account got deleted 30 days after getting wrongfully disabled for breaking ToS as they like to say.
From what I see on these forums, Discord support has always been bad when it comes to trust and safety. So I can't excuse them. I was just ignorant of it until I was faced with it. If there was an alternative to discord now, I would not use it anymore. My social circle and fellow gamers typically use discord all use it so I would just be isolating myself to not use it. But no more supporting through nitro or any other features.
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Hi,
I just wanted to respond to thank you for sharing your story.
I wanted to add to this thread and also confirm that I too received a response from the bot one month and one hour after my initial ticket was submitted, confirming their automated response system is automated to intentionally delay the response, confirming account deletion.
It's insulting and disheartening. They have us wait an entire month, under the illusion we might get a response, we might get a human to respond to our ticket, only to confirm account deletion. They had no intention of ever reading or reviewing appeals, even with accounts as old as mine from 2016. Wrongful suspension has no real appeal process and Discord does not care about its users.
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So, how long ago was this? Because stuff like this is very concerning, to say the least
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Some dude
For me, it just happened yesterday where I noticed the bot responded one month and one hour after my ban.I don't think there's any recourse at all given the platform and the way customer service is set up
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