this post was submitted on 11 Apr 2026
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486
Dad stuck in support nightmare after teen lied about age on Discord- Ars Technica (arstechnica.com)
submitted 4 days ago* (last edited 4 days ago) by cannedtuna@lemmy.world to c/technology@lemmy.world
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In short, a kid made a Discord account at age 12, lied about her age and said she was 18. The kid at age 13 clicked a scam link claiming to be Discord support and lost access to her account. Scammer asked for parents bank account details which is how the dad became aware. Dad tried to report the issue to Discord, but had to go through an AI support bot that kept closing the ticket. Dad spoke with someone named “Molly” that was possibly a human and explained that his daughter’s account had a lot of underage friends tied to the account that could be at risk. “Molly” said they’d have to open a ticket from within the app, which they no longer had access to because his daughter never set up 2FA.

Discord didn’t actually do anything about this until Ars stepped in. After regaining access to the account the daughter found 2 friends fell for the scam. Discord later banned the account for violating the TOS when lying about her age and stated they would only restore the account if they shared a photo of the kid along with a copy of her birth certificate or passport. The father gave in and complied so she didn’t lose access to her friends.

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[–] FalschgeldFurkan@lemmy.world 15 points 3 days ago (1 children)

but had to go through an AI support bot that kept closing the ticket

In general, that practice is absolutely disrespectful towards customers and should be met with complete rejection

[–] Pyr_Pressure@lemmy.ca 11 points 3 days ago (1 children)

Any company using AI support is absolutely fucked in the head imo. It's absolute dogshit.

I had a phone company where I had to call to add a new sim to my account because my previous phone was stolen and the fucking AI says "we have sent you a link via text or how to add a sim. Thank you, good bye." And it fucking hung up on me.

I didn't have the phone to get the text because it had been stolen!

[–] Greg@lemmy.ca 1 points 1 day ago

To be fair, when AI assisted support it's done well you don't even notice. Don't get me wrong, 99% of support chatbots are useless, lazily implemented, awful to deal with, and just waste human time. Companies should focus on good support, the specific tooling is irrelevant. I've dealt with support humans that act like robots and robots that quickly escalate my issue to a human that can solve my problem.