Customer service/support lazy/completely absent
I had my account disabled just over a month ago. It was disabled while I had not been on discord in at least 48 hours, and I had a generic email saying it had been disabled because "Your account sent threats to others, participated in targeted harassment, incited violence against individuals or communities, or was involved in a server dedicated to these behaviors.". For the record, none of these things is true. Not even remotely.
Of course, I appealed, as is the right of any user on this platform. What I didn't realise was that while they are quick to suspend accounts, what they do after that point is non-existent. In the last month, I have sent in ten responses to my original requests to do with my disabled account. I even opened a second request when they marked my request as “solved”, which they very swiftly marked as solved, so someone is reading them, just not doing anything with them. I have had activity between my responses as well, so I know someone has opened and read what I have been writing, but has done absolutely nothing. I sent in a request from an incorrect email address, and that was responded to very quickly, saying I didn't have an account linked to that email.
So they can respond to trivialities very quickly, but when it comes to accounts that have been around for years, who weren't even online, who hadn't broken any of the community guidelines or terms of service (I had a bot response to that effect, so generic nonsense that is fishing, assuming everyone has done something to contravene those rules at some point), and no one bothered to clarify exactly what it was I had supposedly done.
The Customer Service is a joke. They want your money when it comes to buying nitro or whatever, and are quick to suspend,disable or ban accounts, but when it actually comes to dealing with their requests/appeals, it's all silence and inactivity. I have lost a years-old account with links to my hobbies, games, and friends, all because they have zero interest in looking at reinstating accounts that get disabled for no reason. I spent hours on the platform,talking to folk, and socialising with people.I have medical garbage that stops me getting out much, and the social interaction on Discord kept my mind off my pain and being stuck in the house a lot. And now that account is gone.
I'm not sure what they think the disablement achieves, since people just pick up a new account before their main gets disabled, so they have an alt with all their friends and servers saved. I didn't see the need, since I wasn't about to break any rules. So I now have one server I managed to get back in to, and three folk on my friends list.
It is laziness, pure and simple. And theft, if you consider those who have paid for nito and then have their account nuked because someone in a server actually did break the rules, so the whole server gets disabled accounts. It's not punishing anyone in a real sense, since people just come back on an alt.
I am annoyed and disappointed. I hope that this gets read by one of the Discord team, although they will probably ignore it, as they ignore every other complaint on here.
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Additional: They even contravene their own guidelines on how accounts are dealt with. More information on this here: https://support.discord.com/hc/en-us/articles/18210965981847-Discord-Warning-System
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I am so sorry you lost your account. It seemed like it was very important to you. I am in pretty much the exact same boat, except Discord didn't even have the decency to tell me why my account was disabled. I've tried reaching out to Discord using every method you can think of short of flying to California. I keep on reopening their tickets after they keep “solving” them. I think I'm actually starting to get on their nerves with it. I've had one ticket closed so I can't respond, and another that won't reopen even if I reply. If they want me to stop nagging them, then all they need to do is actually help. But yeah, as you said, they are either lazy or their help is non-existant and I've been battling a bot this whole time.
I think I did get one human response, but it was just to tell me a real person looked over my appeal. Wasn't even done professionally. It's sad how a platform I thought was great turns out to be ran by people who don't care about their users at all.
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I'm sorry this had to happen to you. I'm in a different situation where my account has been disabled for 3 weeks it's going to be 4 on Tuesday. First discord was explaining that I “broke the discord community guidelines”. Since then i been making at least 1 or 2 tickets a days maybe 3 even it's possible. The more and more i kept opening tickets i never gotten a response in total i at least made 8 tickets. I don't know if we getting on their nerves with constantly making more tickets everyday but better action needs to been taken. Since my account had “broke the community guidelines rules” I got a copy and paste message saying my account is being banned by the trust and safety team. I'm completely clueless as to why this is happening and don't appreciate that the discord staff team isn't doing there job as staff of an app that has 196.2 million users a month. But I guess they don't care, being lazy and not doing there job. In total today ,I have made 3 tickets but all together i got 19 tickets that have been made today alone. One ticket i got viewed by Christoph, the other tickets were just marked as solved or just assigned to bots which is very annoying. I don't know why the discord staff has bots viewing the tickets that the discord members make. Yet time and time again they keep ignoring and aren't doing there job correctly.
The discord staff needs to understand more and more users from there app keep getting false disabled including myself. Proper action needs to be taken to fix these situations. I feel like the staff kicks back and relax and let the bot handles the tickets yet we wait for an actual person to respond to us we get a bot instead. Only Christoph is the only person that actually helped me. In my ticket, #43634668 Christoph actually explains what to do when making a request which is very helpful. Unlike the actual staff they are so lazy to do there own job.
I completely feel the same way as you Margaret. I'm very annoyed, frustrated, disappointed and upset that the discord staff isn't taking proper action to respond to tickets or even at least look and help the member in anyway possible. I don't recommend telling anyone's friend or family members about this app since the support system is so useless and a complete waste. Even if i was to rate it will be a 0/10.
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