Business Profile

Internet Services

Scribd

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Important information

Customer Complaint:
Scribd came to BBB’s attention in March 2010. A review of complaints was completed in July 2024.

Consumers are urged to review the following link regarding accounts and cancellation information.
https://support.scribd.com/hc/en-us/articles/210134046-How-to-cancel-your-subscription

Complaints

This profile includes complaints for Scribd's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

266 total complaints in the last 3 years.
60 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/04/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Scribd website has no cancel subscription button on their website. All of their help menu information says (below). The accounts page has NO END/CANCEL subscription button. This means there is no way to end a subscription once you sign up. I want to end my subscription but I can't. After an online search, I can see MANY others also with this problem - clearly an unethical ************ resolution: CANCEL MY SUBSCRIPTION and put a clear cancel subscription button on your ********** cancel your subscription:Log into your account on the ********************** or Everand website Navigate to your account page ** the ********************** Details section of Your Account, click on "End My Subscription" (for some members, this may appear as "Cancel Subscription")Once you click on the link to start the cancellation process, you'll see a few pages of confirmations. Read and review before moving forward.Youll know that your subscription has been successfully canceled when you see a confirmation message displayed. We'll also send a confirmation email to the email address registered to your account.
Business Response
Date: 06/04/2025
Hello *****,

Thank you for reaching out.

I am sorry you had trouble canceling your subscription!

While we're sorry to see you go, your membership with us has been canceled as you requested.

Should you purchase a new membership in the future, you can cancel it anytime from Your Account page: *********************************************. When you cancel your membership, we'll make sure it's active until the end of the current billing period that you've paid for, but we'll not bill you again once it expires. Your free account will remain active, so you can still share documents and use our free features. In some cases, full versions of documents available on Scribd may only be visible to Scribd subscribers.

We have more detailed instructions on our help topic: How to cancel your subscription: **********************************************************.

If we can help with anything else, please don't hesitate to let me know. Have a great rest of your day!
Best,
****
Customer Answer
Date: 06/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Thank you for cancelling my account. You MUST fix your website to include the cancellation button as instructions suggest in your help pages. The HIGH number of online complaints against your business suggest that has not been fixed in a long time. I am dissappointed in the amount of time I have had to waste to unsubscribe while your busness tries to extend peoples contracts by unscrupulous means. Do better.

Sincerely,

***** *********
Initial Complaint
Date:05/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened an account with ********************** and an active paid subscription in March of 2018. I then cancelled that subscription with email verification from Scribd in June 2021. However, after reviewing my credit card statements, I have found that Scribd has continued a recurring, monthly charge on a new credit card that was never associated with my Scribd account. I don't know if this is error or fraud on Scribd's part, but they have erroneously charged me on a monthly basis for the last 4 years when I do not even have an active subscription with them.
Business Response
Date: 06/02/2025
Hello *********,

Thank you for reaching out.

I apologize for any trouble. We do show your subscription was canceled on May 22, ******************************* the screenshot sent. We do not show a subscription under your current email address used for the complaint.
This means the subscription is located under a different email address which we will need to find. We do show you opened up a ticket with us, ticket#*******.
Our agent followed up with you requesting more information in order for us to locate the account yesterday, June 1st. Please follow up on your currently opened ticket with the information requested, and we will be able to find the account to put a stop to the charges.
Any further questions, please use your open ticket to correspond with.
Warm regards,
****
Customer Answer
Date: 06/02/2025

Complaint: 23403126

I am rejecting this response because: Although, I appreciate the efforts on Scribd's part to resolve this issue, I am still not satisfied with the explanation provided by them in the previous message. I have checked all of my email addresses for any associated Scribd accounts, and none of them show an associated or previously-associated Scribd account. I am currently working with the Scribd support team, however, I still cannot understand how my current credit card is being billed for their services as I have never provided them with this credit card information. The credit card I used for the original subscription is no longer active, and the current credit card being billed is not the same company as that original credit card. Therefore, I cannot accept this response until these issues are resolved.

Sincerely,

********* ****
Business Response
Date: 06/03/2025
Hello *********,

Thank you for your reply.

I apologize for any trouble. I show our agent was able to assist you on ticket#*******, and they were able to find the account responsible as you had multiple accounts with us.
I show we refunded your most recent charge and canceled the subscription. As a one-time customer service gesture, I have refunded the following additional charges:

-April 19, 2025 x ***** USD
-March 19, 2025 x ***** USD
-February 19, 2025 x ***** USD
-January 19, 2025 x ***** USD
-December 19, 2024 x ***** USD

Please note, this is now the max amount of refunds allowable. Transactions older than 180 days are inaccessible to us as the payments have long been finalized in our system.

Please allow 3 to 5 days for the additional refunds to reflect on your account. If you need anything else, please let us know.
Best,
****
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i canceled my account with them for a monthly subscription via chat MONTHS ago and they have been consistently charging me and non responsive
Business Response
Date: 05/05/2025
Hi there, we have responded to this users Help Desk ticket #******* and are awaiting there response. Further responses can be sent there for further assistance. Thanks! -GT
Initial Complaint
Date:04/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unauthorized charge to Credit Card by Scrbd. Even their site shows I neverade a purchase or even gave them my information. This is fraud, I have no idea how they obtained my payment information!
Business Response
Date: 05/01/2025
Hello Wallace,

Thank you for reaching out.

I do apologize for any trouble, and we would be happy to help you resolve this. We will need to collect some billing information from you on a more secure platform in order to find the account responsible for the charges as we show your account is currently deleted with no active subscription on it.
Please open up a ticket here: *********************************. If you look on your bank statement and find a 9-digit order number (It is usually shown like this: Scribd**********), please include that in your first response as that will enable us to find the account for you quickly to put a stop to the charges and review the account for refund eligibility.
This ticket will go directly to my inbox. I will be actively monitoring my inbox for your ticket so we can get this resolved for you ASAP. Any further questions, please just let us know.
Best,
GM
Initial Complaint
Date:04/25/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Scribd Audio books has been charging me for an annual subscription and a monthly. They continued to charge me monthly after I switched to yearly. I sent multiple emails to no avail. Please respond
Business Response
Date: 04/27/2025
Hello there, We have responded to this users Help Desk ticket #*******. Any further inquiries can be sent through this ticket. Thanks!
Customer Answer
Date: 04/28/2025

Complaint: 23252709

I am rejecting this response because: They have not refunded me. They stated they would extend my subscription but have not done so. I stated that I would accept a 1 year extention which is still much less than is owed to me. If they extend the subscription to October 2026 then I will accept that. Thank you

Sincerely,

***** ********
Business Response
Date: 04/29/2025
Hello there, we have responded to the users Help desk ticket. They can send any further response there. Thanks!
Initial Complaint
Date:04/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
online, I signed up for a one month trial subscription to Scribd.com, July 2023. The service did not have the books or Texts I was searching for and I emailed a cancellation notice August 2023 within the one month cancellation period. I was billed the next month for a subscription to the Scribd service. I emailed again saying I had cancelled the order with the trial period and to please refund the month's charge and to cancel my subscription. I received a reply stating that the service had been cancelled and the charge to my account had been refunded. The subscription was not cancelled and the billing charges continued for now 20 months at $11.99 per month.
Business Response
Date: 04/21/2025
Hello Laura,

Thank you for reaching out.

I apologize for any trouble. I could not locate an email from you requesting a cancellation under the email address you have provided to us.
I have canceled the subscription for you and refunded the following charges:

-April 16, 2025 x 11.99 USD
-March 16, 2025 x 11.99 USD
-February 16, 2025 x 11.99 USD
-January 16, 2025 x 11.99 USD
-December 16, 2024 x 11.99 USD
-November 16, 2024 x 11.99 USD

Please note, this is the max amount of refunds we can provide. Transactions older than 180 days are inaccessible to us as the payments have long been finalized in our system. We do apologize for any inconvenience this may cause.

Please allow 3 to 5 business days for the refunds to reflect on your account.

If you need anything else, please let us know. Have a great day!
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They took money out of my account for a subscription, which I did not subscribe to. I have never used their service, and I did not even know what the company did. So I wrote them to request a refund. I also filed a complaint with ******. I have now been contacted by 5 different customer service associates. I was promised a refund when ****** closed the claim, which they have done. So I told them and told them to proceed with the refund. Then a customer service associate e-mailed me back and told me that they won't issue it because ****** decided the case in their favor. The only reason ****** did this was because they had no way to prove anything and told me to contact the SCRIBD. So I did. They have lied to me and stole my money. I am asking for a refund of $119.88, which they just took out of my accout and for last year's amount of the same that I didn't even know they tool out. They have horrible customer service. I have never dealt with such an unethical company.
Business Response
Date: 04/16/2025
Hello Wendy,

Thank you for your reply.

We are sorry for any trouble. We were unable to refund because there was an active ****** dispute. Once the dispute is closed, it can take several days to reflect on our end. However, we have refunded your recent charge in full in the amount of 119.88 USD. Please allow 3 to 5 business days for the amount to reflect on your account.

I have also responded directly to your ticket, ticket#*******, with this information.

Best,
**
Initial Complaint
Date:04/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
since 12/24 scribd has double billed me $11.99 for the same subscription. IN March I went to their site I chatted to resolve the issue and then again on 4/11- scribd refuses to refund me for double billing since 12/24.
Business Response
Date: 04/15/2025
Hi there, Thanks for reaching out. We would be happy to look into this for the user. The user can submit a ticket directly at *********************************.We will be actively monitoring our inbox for the users ticket. Thank you! -**
Customer Answer
Date: 04/15/2025

Complaint: ********

I am rejecting this response because:
once again scribd refuses to resolve this issue- an issue they caused and despite 3 efforts on my part to resolve- they continue with unjust enrichment- ripping me off with no just explanation. Next they will get an ag complaint

Sincerely,

David B*****
Business Response
Date: 04/16/2025
Hello there, we are not seeing a ticket submitted from this email. In order for us to assist, the user will need to submit a ticket with the previously provided link. This is because there is some information that we can not discuss on this platform for security purposes. We look forward to hearing from this user. If the user has already submitted a ticket, they can provide the 7 digit ticket number and we can look into it. Thanks! -**
Customer Answer
Date: 04/16/2025

Complaint: ********

I am rejecting this response because: I already went online 2x with scribd chat to resolve issue0 in addition to contacting the bbb- and once again scribd is unwilling to retract their unjust enrichmentp and have failed to provide a just explanation for such and so like I said I will file a complaint with the ********** ** and they can falsely claims I did not try to resolve this issue- an issue they caused.

Sincerely,

David B*****
Initial Complaint
Date:03/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern, I am writing to report unauthorized charges to my debit card by Scribd Inc. Beginning on March 28, 2023, I have been charged a monthly subscription fee (12.65/month over 23 months, which equals to $290.95). I have no account with Scribd, nor have I subscribed to any of its affiliated applications, including ********** and *******. I have contacted Scribd's customer support via their ticketing system, but have received no response. As I have not authorized these charges and have not utilized any of Scribd's services, I request a full refund of all amounts debited from my account. I expect a prompt resolution to this matter. Sincerely, Storm J****
Business Response
Date: 03/20/2025
Hello Storm,
Thank you for your message and appreciate you bringing this to our attention! Our support team has responded to your ticket number *******. To summarize, we located a potential account that may be the source of the charges. Please respond with the requested information, so that we can get this resolved for you.
Thank you for your patience and have a great rest of your day! -FC
Customer Answer
Date: 03/21/2025

Complaint: ********
Thank you for the response! I have responded to your ticket email. In short, I do not recognize this email address and do not know who this is. What are the next steps?

Sincerely,

Storm J****
Business Response
Date: 03/21/2025
Thank you for following up with us. After checking our records, it looks like one of our support agents has already followed back up with you through your ticket #******* to get this issue resolved. You should be able to view their correspondence in your inbox. Of course, for any further questions or concerns regarding this issue, please feel free to follow up with us through your ticket and we'll be happy to assist.
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because: the support person said "Because of these filings, any refund due will be handled through the resolution system at your bank. If you’d like an update on the status of the refund requested, please contact your bank directly." However, my bank referred me to the business, Scribd. The fact of the matter is I was charged for a service I did not sign up for and did not give authorization to. I have been passed between Scribd and my bank multiple times now. I would like a refund from the business who did not have my permission to charge me in the first place.

Sincerely,

Storm J****
Business Response
Date: 03/24/2025
Thank you for following up with us. As mentioned in your ticket #*******, we remain unable to assist you further with this request due to the chargebacks that you filed. Thank you again for reaching out to us, and we apologize for any inconvenience this may cause.
Customer Answer
Date: 03/25/2025

Complaint: ********

I am rejecting this response because:
To whom it may concern,

On February 28th, 2025, I noticed a charge to my Debit Card from Scribd Inc. Upon further investigation, I noticed that my card has been charged a monthly subscription fee by Scribd Inc since March 28th, 2023. The subscription fee is $12.65 per month, for a total billing of my account of $316.25.

I did not sign up for this subscription. I did not provide Scribd with my debit card information. I did not authorize Scribd or any of their subsidiaries to charge me for their services. They somehow got my debit card information and began charging me without my consent or knowledge.

I have been in contact with Scribd customer service, however, they are refusing to refund any of the charges. I filed a chargeback complaint with my bank and was able to receive a refund from 7 out of the 25 total charges. However, my bank has referred me to Scribd for the remainder of the refund amount. Scribd is refusing to issue me a refund.

All I want is a refund for the remainder of what I have been charged, $227.70. I believe my debit card was stolen or numbers hacked. I have since gotten a new debit card.

I am happy to provide copies from my bank with the charges or any other information you may need.

Thank you,
Storm J****

Sincerely,

Storm J****
Business Response
Date: 03/25/2025
Hello, this customer has been informed through their help desk ticket that we are unable to provide any additional refunds as chargebacks have been filed, and transactions past a specific date are finalized. We will not be providing refunds beyond what has already been provided through the resolution system of the users bank. Any other questions regarding the refunds should be directed there. Thanks!
Customer Answer
Date: 03/25/2025

Complaint: ********

I am rejecting this response because:
Hello,

I am not a customer and have never done business with Scribd. Please send me a copy of your billing terms and services, particularly the section that details how long you refuse to refund unauthorized subscriptions.

I did not subscribe to your service, nor did I give you my debit card information. I did not authorize Scribd or any of its subsidiaries to charge me. You obtained my debit card information and charged me without my consent or knowledge.

Scribd is keeping money I never authorized you to take, for a service I did not sign up for and did not use.

Sincerely,
Storm J****
Initial Complaint
Date:03/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Early in December I noticed that I was being charged by a company called Scribd. I have zero recollection of ever subscribing to them. I have emailed them about cancelling my subscription and receiving a refund since there was no account with them for me to log in to even use the service I was being charged for. Received emails saying they were reviewing my case but have still been billing me each month with still no access to their services nor the refund I was told I’d be getting. I’m not paying $9.99 a month for a service I have no access to. They have made numerous requests for further information including bank statements and screenshots that I have submitted every month so far since December with no change. I’m starting to feel like I’m being scammed here.
Business Response
Date: 03/20/2025
Hi there, this customer was assisted in their help ticket #*******, where they were refunded. Any further questions should be sent to this ticket. Thanks! -GT

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Scribd is NOT a BBB Accredited Business.