Account Disabled - Recently Hacked

Tabetha Mcneal96
So my account was disabled on 01/07/2023, I was hacked when scanning a code from a server, I freaked out and immediately emailed support, got an answer from Paul and sent over the message saying I didn’t make the purchase but he never followed up, so I made the next step and contacted my payment provider, I didn’t know at the time you aren’t suppose to do that with TOS but now I understand. A day later my account was disabled. Now for about 2 days I’ve been getting the same automated response saying my account has been banned/disabled because of the chargeback. But I already sent over the pictures saying the case was closed. Can anyone help me?! Thanks!
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  • Tabetha Mcneal96
    • Изменен

    Below I have attached the email I keep getting from the Help & Safety team, I appealed it and sent the same message to my payment provider that the case has been closed, I'm sorry since I didn't know I just got scared since they didn't answer about my refund. 

    How should I format the email for a response? They keep saying the case is "solved" but I haven't gotten my account back. I know they have 14-day time span but each day counts. 

    NOTE: You will need to reply to this email if you would like to forward this ticket to our Trust & Safety team!

    This is an automated response to your ticket (31575836)!

    Hello,

    Your account was banned because our records indicate that one or more chargebacks have been issued through your account associated with__________.

    In order to regain access to your account, the card owner will need to contact the payment provider associated with these charges and withdraw all open disputes within 14 days from date of suspension.

    Once the dispute(s) have been withdrawn, please provide explicit confirmation by attaching a statement or letter from your payment provider indicating that all dispute(s) have been retracted.

    If this is not the case, you can respond to this ticket and we will be able to investigate further

    Sincerely,
    Discord Trust & Safety Team

    REMINDER: If none of the above solved your issue/question, you will need to reply back to this email if you would like to forward this ticket to our Trust & Safety team!

     

     

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  • Tabetha Mcneal96

    Once I saw this I looked at my active tickets and this one was "solved" but they still let me reply in the comment section, I did. I sent the same message with the picture saying that the case with my payment provider is CLOSED. Can anyone help me? I don't even care about the stolen money anymore, I just want my account back.  

    Below I have attached, what I sent. 

    Hello Discord,

    I understand now that a chargeback is against ToS and should have contacted you directly to claim the money and won't do it again. Below are the closed-case screenshots. 

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  • Tabetha Mcneal96

    Now the case is OPEN as of 01/11/2023. Should I wait or send another ticket if this one is closed again? I know I saw from others that once they close it, they don't look it at. But every time I send a ticket I get the same message from a bot. Help, please. On my disabled account before it was disabled I made the right steps to add 2FA, changed the password, and alerted all my friends before the account was disabled. 

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