Complaints

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

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  Scribd

  460 Bryant Street, #100 San Francisco, CA 94107

• 

  Scribd

  539 Bryant St Ste 200 San Francisco, CA 94107-1269

• 

  Scribd

  333 Bush St Ste 2400 San Francisco, CA 94104-2806

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:10/11/2025

  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.

  I was a Scribd customer in 2022 and had cancelled by account in 2022. In 2025, I received charges to my credit card from Scribd in June and August of 2025 without my consent! I had to have ****** put a block on the company from charging me again because the people I spoke to at Scribd only suggested that I remove my subscription, which has been removed since 2022! Fast forward to October 2025, they then charged my MOM's credit card! This is very deceitful of a company to behave in this manner.

  Business Response

  Date: 10/11/2025

  Hello ******, thank you for bringing this to our attention. We're truly sorry for any concern this has caused, and we understand just how frustrating unexpected charges can be.

  We've located your support ticket #******* and it appears you may have another account in our system, so a member of our team is reply directly to that ticket via email to obtain some more information from you.

  Once you follow-up with us about this, we'll gladly work with you to get this resolved and ensure there are no further charges moving forward. Thanks again! -MW

• Initial Complaint

  Date:09/29/2025

  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.

  Date of transaction: September 17, 2025Amount charged: $11.99Business: Scribd, Inc.I signed up for a Scribd free trial and canceled during the trial period. Despite canceling, I was charged $11.99 on September 17, 2025. Charging during an agreed upon free trial period and billing customers after they cancel is deceptive and wrong.I provided Scribd with the full order number (*********), the merchant reference ID from Apple Pay (******), my account details, proof of the charge, and screenshots of both my sign-up and cancellation confirmations. Over the course of more than 12 emails, three support agents repeatedly claimed the information was incomplete even though it was provided in plain text.Scribd never issued a refund. I was forced to dispute the charge with ****************, who reviewed my documentation and refunded me directly. These practices are predatory, as they appear designed to frustrate customers and prevent them from recovering money they are owed.

  Business Response

  Date: 09/30/2025

  Hi there, thanks for reaching out! As per the users Help desk ticket #*******, the order number provided is connected to the free trial on their contacting account, not the order that successfully charged them. We requested additional information from the user to locate the account responsible and were awaiting their reply. Thanks! -GT

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23947536
  
  I am rejecting this response because:

  The order number I provided was the trial order number because that is the only order that should exist. There was never supposed to be a non-trial charge I canceled before the trial ended. Scribd still billed me roughly ten days later, which makes this a fraudulent charge. All of the attached documents reflect this reality. 
  I gave Scribd more than enough information: the full 9-digit order number, the merchant reference ID from Apple Pay, the Amex reference number, my account email ************************ my sign-up and cancellation confirmations, and proof of the September 17 charge. Their repeated refusal to act on this and insistence that they lacked the right information is a deflection. It is a deliberate tactic to avoid issuing refunds.
  Scribds handling of this matter was (and is) deceptive, predatory, and indefensible.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/01/2025

  Hello there, thanks for the update. While we understand the users frustration and are happy to assist, we can not do so without knowing the account responsible. As we previously stated, we have not been able to find the account with the information provided, which is why we requested further information. For further assistance, the user can reach back out via their Help Desk Ticket. We hope to hear from them soon. Thanks! 

• Initial Complaint

  Date:09/22/2025

  Type:Product 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.

  On March 13, 2024, an unauthorized subscription I was unaware of began billing me for ***** a month. These charges continued until September of 2025, when I was finally able to cancel the subscription. During this period, there was no emails, or any form of indication I was subscribed to this service. During the subscription period, the service was not used in any form. After contacting ScribD support, they said they would refund my recent charge. However, only ***** was credited towards my bank account; this payment is currently pending. I am requesting that at least a sensible portion of my money spent is compensated, considering I did not use the service and did not authorize these charges onto my card.

  Business Response

  Date: 09/27/2025

  Hello ****,

  Thank you for reaching out about this! We're truly sorry for any concern this might have caused.

  It appears that your support ticket #******* was escalated and we were able to resolve this matter by issuing a total of 6 refunds for charges from April 2025 through September, which was communicated in our response to your ticket. As a friendly reminder, transactions made prior to a certain date are inaccessible for refund, as they are finalized, so we cannot refund transactions outside of the last 180 days, but you can rest assured that there will be no further charges.

  If any of those refunds are still pending, or you have additional questions, please don't hesitate to follow-up via email and we'll be happy to help. Thank you again! 

  Customer Answer

  Date: 09/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/12/2025

  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.

  I enrolled in a free trial with Scribd with the clear intent to cancel before any charge and never intended to purchase a recurring subscription. I submitted cancellation requests on August 8, August 12, August 17, and again on August 18, 2025 (before the renewal cutoff). Despite these multiple timely efforts, Scribd failed to honor my cancellations and processed a renewal charge on August 18, then confirmed cancellation only after the charge had gone through. This conduct violates Virginias Automatic Renewal Law (Va. Code 59.1-207.45207.47), which requires a simple cancellation mechanism and deems services provided without valid consent an unconditional gift, as well as the federal Restore Online Shoppers Confidence Act (15 U.S.C. ********), which requires clear disclosures, informed consent, and an easy cancellation process. I acted in good faith, canceled multiple times before renewal, and should not be penalized due to Scribds failure to process my requests. I am seeking a full refund of the August 18, 2025 charge, written confirmation that my account is fully canceled with no further billing, and assurance that Scribd will improve its cancellation process to comply with state and federal law.

  Business Response

  Date: 09/13/2025

  Hi ****, 

  Thank you for reaching out about this. We're truly sorry for any inconvenience this has caused, and we want to make this right.

  To begin, further investigation shows that we only received one support ticket on August 18, 2025, under your current email address. We replied to this ticket (#*******) to confirm that we did cancel your subscription on that day as well.

  We can see that your ****** dispute was closed. As a courtesy, we've issued a refund of $11.99 USD, which should post to your account within the next week.

  Please let us know if you have any other questions or concerns. Thanks again! -MW

• Initial Complaint

  Date:09/10/2025

  Type:Sales and Advertising 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.

  9/9/2025 I saw an ad on ******** for *******, an audio book subscription service. The ad stated Read 3 books FREE with the Everand Plus trial. After signing up for the trial, I only had access to one free book. Upon reaching out to their support, they said While the Plus plan offers more than one unlock to subscribers, the trial period is limited to a single unlock. At the end of your trial, your paid subscription will open access to 3 unlocks per month; at this time we are unable to offer an early start to your paid subscription. This is clearly false advertising.

  Business Response

  Date: 09/10/2025

  Hi there, thanks for reaching out! We have shared this users feedback to our team. Customer feedback is by far the best source of information for us, and we sincerely appreciate the insight. Please let us know if theres anything else we can do to help, or if the user has any further feedback they would like to share. Thanks again for contacting us! -GT

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23866094
  
  I am rejecting this response because:

   Their ads are blatantly untrue. They need to modify their ads to reflect the service they are actually willing to offer. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/11/2025

  Hello *****, thank you for following up on this! We're truly sorry for the experience that you've had.

  Further review shows that a member of our team has addressed your concern here through support ticket #*******, and we credited 2 additional unlocks to your account on September 10, 2025. 

  We hope this helps, but please let us know if you have any other questions. Thanks again! -MW

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23866094
  
  I am rejecting this response because:

  I really appreciate that this has been made right for me. However, it isnt right that you are still running deceptive ads  

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/02/2025

  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.

  I noticed unathorized billing to Scribd on my bank account. Upon further investigation, I realized that my identity had been stolen to create a ficticious account. The account username was not a name, but actually one of the passwords that I use online. I reached out to the organization via an email that was listed on the Scribd website. They asked me to send the following:
  type of card
  the last 4 digit of the card number
  the date and amt of the last transaction.
  
  I received a response from an email address with a personal name and (Scribd) written in parenthesis. This person requested following:
  
  The first 6 digits of the card billed (Please do not send the full card number)
  Is this debit/credit card charged part of a shared or joint bank account? If so, are there any other card numbers I should check for?
  
  Of course, I did not send this information, and told them I would not. I received another email stating that they cannot find the account and for me to send my bank statement showing the line items. I sent them a snippit of the charges, without sending any other personal information.
  
  I was charged six payments of $11.99 each. The payments were from March to August and was made on the 28th of each month, totalling $71.94.

  Business Response

  Date: 09/02/2025

  Hello there, this user is being assisted via their Help Desk Ticket #*******. We are currently waiting for their reply. We look forward to hearing back! Thanks! -GT

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/29/2025

  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 purchased a subscription to Scribd. I have attempted to cancel the subscription, but have not been successful. I am seeking support to resolve my issue.

  Business Response

  Date: 08/29/2025

  Hi *******, thank you for bringing this to our attention! We're so sorry that you've run into an issue canceling your subscription.

  We're happy to help with this, but we were unable to locate a paid account under your current email address, so please open a support ticket containing your account details using this link: *********************************.

  Once your ticket is received, we'll follow up with you as soon as possible to confirm cancelation. Thank you! -MW

• Initial Complaint

  Date:08/25/2025

  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 signed up for a one month trial of Scribd. At the end of that month, I found I was not using the service and cancelled. Scribd continued to charge my card, and also began charging me for a SECOND account beginning several weeks later. Total cost has been $215.82 since last October. I cancelled again in June, and Scribd continued to charge me for the second account that I did not sign up for. I have written to their customer support and received responses that have no relevance to my case or my questions (in some cases appear to be auto or AI generated responses with exactly the same language of prior responses). Scribd claims they can only issue refunds for charges that have occurred within the last 30 days...this is a nonsense "policy" that relies on people's inattention as a source of income. Typical legal statute of limitations on overcharging (or even accidental billing) in these circumstances is measured in years, not days, regardless of a company's stated policy. I do not intend to rest on this until we land on a reasonable solution.

  Business Response

  Date: 08/26/2025

  Hi there, Thanks for reaching out. We would be happy to look into this! The user can submit a ticket at ********************************* to be connected to one of our support agents. We look forward to assisting! Thank you! -GT

• Initial Complaint

  Date:08/18/2025

  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.

  Charged my card twice without authorization, when I emailed them they wanted me to verify the first 6 and the last 4 of my card number, and asked to me verify an email I didnt recognize and have never used. Its been over a week since there was any communication with them. Filed a second complaint and still nothing. I had never heard of this company nor used their services. I just want my money back.

  Business Response

  Date: 08/19/2025

  Hi there, it looks like on of our support agents has assisted this user via their Help Desk ticket #*******. Any additional questions or concerns can be sent there! Thanks! -GT

• Initial Complaint

  Date:08/17/2025

  Type:Service or Repair 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.

  I have an account on **********************/Everand for which I pay $12.95/mo. On 8/17/25, I went to access a title and was told I needed to change plans to "unlock" the title. Except then I discovered there was a plan that was one dollar less than mine ($11.95) that allowed for more access than my $12.95 plan. I wrote to them complaining about this and asking them to credit me for overpaying for less service and they told me they wouldn't do it. They offered to refund my August payment and cancel my account. So they have been ripping me (and, I presume, others) off.

  Customer Answer

  Date: 08/18/2025

  Hello,

   

  After telling the company I was complaining about (Scribd) that I had issued a complaint to the BBB, they resolved the issue to my satisfaction. How do I mark it as resolved in BBB?

   

  Thanks,

  ***** *********

  Customer Answer

  Date: 08/18/2025

  Hello,

  
  

  I am writing to let you know that after I informed the company I had reached out to the BBB, they addressed my complaint to my satisfaction. Is it possible to resolve it in your system?

  
  

  Thank you,

  ***** *********