Digital Companies, Like Discord, Should Always Have A Human You Can Reach
Digital Companies, Like Discord, Should Always Have A Human You Can Reach
The Issue
You’re just minding your business one day, and you get banned for posting a cool picture. The system falsely accuses you of posting illegal content. AI image moderation. Well, heck. You send a ticket, but you don’t hear back for a day. Then, you get a reply back from a robot telling you, essentially, you are still guilty of the crime. No phone number, no direct line to a person. Completely false accusations. Your account is gone, no matter how much money you spent on their platform. And the worst part is: it’s not a one in a million occurrence.
Up to 8,000 people were recently banned falsely on Discord, for example, due to an AI error. And, many of them were paying customers. Many complained they were unable to put in a dispute, as it was answered by automated emails.
I have dozens of stories of friends or colleagues being removed from various platforms due to AI moderation issues - Facebook, Instagram, Discord…even some big, AAA games or gaming platforms use these automated systems. And they don’t seem to offer any remedy to fix it. You can maybe wait it out, or you have to make a new account, or maybe you even get banned entirely. For doing absolutely nothing wrong. Even if you pay 10, 20 dollars a month, buy cosmetics, or gifts, or even games.
While having a really efficient, robust moderation system is good and keeps users safe, so many companies are now turning to AI for that task. Unfortunately, AI is far from perfect. It’s a great tool, but it’s no replacement for people. And when false positives are happening, and people are being banned accidentally from platforms they’ve spent money on, including gaming platforms, social media, and more, it makes you wonder why there’s no recourse.
If these companies take any money from customers for a service, they should be required to have a human employee that can be contacted in any dispute situation. This contact information should be clearly available on all platforms as well. It doesn’t matter if it’s a live agent, email, phone number, forum, ticket system, but it should be clear and available.
They should not be able to take any of our money, and then use AI or chatbots to resolve disputes or complaints. AI messes it up, and these companies need to be held accountable.
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The Issue
You’re just minding your business one day, and you get banned for posting a cool picture. The system falsely accuses you of posting illegal content. AI image moderation. Well, heck. You send a ticket, but you don’t hear back for a day. Then, you get a reply back from a robot telling you, essentially, you are still guilty of the crime. No phone number, no direct line to a person. Completely false accusations. Your account is gone, no matter how much money you spent on their platform. And the worst part is: it’s not a one in a million occurrence.
Up to 8,000 people were recently banned falsely on Discord, for example, due to an AI error. And, many of them were paying customers. Many complained they were unable to put in a dispute, as it was answered by automated emails.
I have dozens of stories of friends or colleagues being removed from various platforms due to AI moderation issues - Facebook, Instagram, Discord…even some big, AAA games or gaming platforms use these automated systems. And they don’t seem to offer any remedy to fix it. You can maybe wait it out, or you have to make a new account, or maybe you even get banned entirely. For doing absolutely nothing wrong. Even if you pay 10, 20 dollars a month, buy cosmetics, or gifts, or even games.
While having a really efficient, robust moderation system is good and keeps users safe, so many companies are now turning to AI for that task. Unfortunately, AI is far from perfect. It’s a great tool, but it’s no replacement for people. And when false positives are happening, and people are being banned accidentally from platforms they’ve spent money on, including gaming platforms, social media, and more, it makes you wonder why there’s no recourse.
If these companies take any money from customers for a service, they should be required to have a human employee that can be contacted in any dispute situation. This contact information should be clearly available on all platforms as well. It doesn’t matter if it’s a live agent, email, phone number, forum, ticket system, but it should be clear and available.
They should not be able to take any of our money, and then use AI or chatbots to resolve disputes or complaints. AI messes it up, and these companies need to be held accountable.
The Decision Makers
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Petition created on July 11, 2026