Business Profile

Internet Services

Scribd

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

250 total complaints in the last 3 years.
75 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:07/05/2024
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.
Hello,Someone gained access to my email account physically and was able to log into my secondary email address. They subscribed to Scribd on 3/14/2024 and then it charged my card again on 4/14/2024 and 5/14/2024. I did not notice this until 5/15/2024 and I contacted Scribd support who did not inform me that there was a 30-day policy for requesting a refund. I even explained the fact that these charges were unauthorized and not made be me. Per their review, it does not appear there was any activity on April/May in the account. I understand on your website you state the 30-day policy. However, these charges were not authorized by me and I did not want to pay for this service. I already have an active Scribd subscription through my employer. Thus, I do not need to buy another subscription. Irregardless, these transactions were made without my knowledge. The support agent did not tell me that I could request a refund when contacted on 5/15/2024. I did cancel on 4/28/2024 which I still have an email proving that, and for some reason I was still charged? I did reach out to Discover about the unauthorized charges and they stated that I should try and work out a refund with Discover. Once again, I understand your policy, but I believe these circumstances (charges unauthorized, not having access to the account, as well as support not telling me when explaining the situation that a refund was an option), warrants a refund. I was charged three times for *****. Please let me know if you are able to assist in this matter. Thanks!
Business Response
Date: 07/07/2024
Hi *******,

Thank you for bringing this to our attention, and we're sorry for the experience youve had. We've refunded your other 2 payments, made sure the subscription is canceled and removed your payment information from the account. Please allow 5-7 business days for the refund to clear.
We hope this helps! If you have any other questions or concerns, please do not hesitate to reach out. Thanks again and enjoy the rest of your day! -FC
Customer Answer
Date: 07/07/2024
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:07/02/2024
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.
After cancelling subscription five months ago, they still charged me for it.
Business Response
Date: 07/03/2024
Hello Jose,

Thank you for bringing this to our attention! It appears our support team has responded to your ticket, asking for you to provide the full email address of the account we located, but we have not heard back from you. Please reply back to the message we sent, or submit a new ticket via this link and your request will be forwarded directly to our support team: **************************
Thanks! -FC
Customer Answer
Date: 07/06/2024

Complaint: ********

I am rejecting this response because I have provided the complete email address that they are requesting on more than one occasion. In fact, the main problem is that I am no longer able to access the email address *********************************** because I have concluded my study course, and they disabled that email address.
I will be again resubmitting the address to them, to be able to conclude this situation.
Sincerely,

Jose N***** ********
Business Response
Date: 07/09/2024
Hello. We have replied to your support ticket where we need confirmation of another account we have located with your billing information. Once you have replied to us, we will be able to take the next steps. Thanks!
Customer Answer
Date: 07/11/2024

Complaint: ********

I am rejecting this response because:

They charged me again.
Sincerely,

Jose N***** ********
Initial Complaint
Date:06/28/2024
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 would like to request a refund for a charge based on fraud and theft, I have numerous attempts to recover my account after I was charged $11.99 on June 19th, the business stated they provided over 170million documents (pick a subject) you can look up many different types of documents to get a depth analysis on your favorite topics. The business has taken my information like my name, the last 4 of my debit card, but has not gotten back to me. Website states about one business day. The last i heard from a generated bot email was on June 24th, today is June 28th, 2024. Please shut down website because this is a scam. By the way the number ************* is a fake number, it only rings once and hangs up automatically. As you can clearly see in my Apple ID account, ********************** says $0.00, as their is no charge stated by the app developer during the download process.
Business Response
Date: 06/29/2024
Thank you for bringing this to our attention. We apologize for the delay in response, and we have followed up with your in the ticket you filed for this issue: Ticket #*******. As mentioned in this ticket, our system shows that you started a subscription with us on May 20, 2024 for the account under the email address you provided.

We have canceled this subscription as well as refunded your recent charge. We have also reset your password so that you can access this account, and you can find more information in our response to your ticket.

Should you have any further questions, please feel free to follow up with us through your ticket and we will be happy to assist.
Customer Answer
Date: 06/29/2024

Complaint: 21915807

I am rejecting this response because: the account was hacked and the account was reset FIRST in a separate email, why cant I make the new password and verify that the account is still valid and locked when I Log out? then as I followed the instructions in the second email, I filled in the temporary password and then as I waited for a verification code ************************ from 1-10 minutes, hitting request another verification code with another email address just in case the email was incorrect. Nothing. This company is playing games. I want the general public to know that the phone number is a scam/not legit!

Sincerely,

*********************************
Business Response
Date: 07/01/2024
Hello *******,
We appreciate your message! I apologize for any inconvenience, however, at this time, we do not offer phone support. We are more than happy to help you via email. Please respond to ticket #******* with your exact issue, and we will be sure to find a solution for you. Just wanted to reiterate that we have canceled the subscription and issued a refund, so you will not be able to take advantage of our premium content when you log into the account.
Also, we have removed your payment information, to ensure there will be no more charges from this account. There is also the option pf deleting the account. Please let us know how you would like to proceed by replying to our message on ticket #*******. Thanks! -FC
Initial Complaint
Date:06/22/2024
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.
This company is a scam! Their website is broken and will not allow you to sign in to close your account so they continue to charge you monthly fees on a service no longer being used. *** tried emailing and they have no phone listed to contact. I keep getting charged ***** for an account I cannot manage or contact anyone about. Ive reported the charges to my bank.
Business Response
Date: 06/23/2024
Hello *****, Thank you for bringing this to our attention! I was able to locate your ticket #*******. We will be in touch via email.
Initial Complaint
Date:06/11/2024
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.
On June 11, 2024 Scribd attempted to charge $11.99 to my ******* account through ***** ***. Scribd stated they would issue a reminder before charging me, but they did not. I followed their instructions to cancel my subscription, and their app and website never allowed me to. They linked back to the same menu page instead of leading me anywhere. I tried signing into the website and entered the verification codes sent to my email multiple times. I entered them correctly each time, but they were considered invalid or the website did not respond to me clicking the enter button at all. I believe their app and website is intentionally set up to prevent cancellation of subscriptions. I am just lucky that my card changed so that the charges did not go through. This is a predatory business practice and I need my subscription cancelled.
Business Response
Date: 06/11/2024
Hello Ella,
We apologize for any inconvenience. We need to connect you directly to our email support team to locate the account causing the charges and solve the issue. Please use this link to create your ticket and a specialist will be in touch shortly: *********************************

Thank you!
Initial Complaint
Date:05/28/2024
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.
**** keep charging me for something I did not order. When I try to contact them to cancel this, and get a refund, I can never reach a **************** Rep. **** charged me $11.99 for the last 3 months. I would like a refund and to have all future transactions cancelled. Thank you.
Business Response
Date: 05/28/2024
Hello *****,
Thank you for your message. I can see that we have replied to your ticket support (#*******) requesting for more information in order to locate the account generating these charges and solving this as soon as possible.
When you have the time, please check your email inbox *************************** and get back to us with the requested information. We are looking forward to hearing from you soon. Thanks!
Initial Complaint
Date:05/22/2024
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 started a free trial with Scribd and then canceled on or a couple days before the trial was over. I have been charged without my approval and am just now finding out about it two years later. They refuse to refund me because of their 30 day policy, even though I canceled and they continued to charge me. Also, I have never used their service even during their free trial and can be proven with no visits to their site. Further research on this company reveals that they continue to charge many people after the subscription had been canceled. Convenient for Scribd, the only thing I have to show is a screenshot of my reminder to cancel Scribd on April 11.
Business Response
Date: 05/22/2024
Hello *******, thank you for taking time to reach out about this! We completely understand your concern here, and we can see that you were in contact with our support team via email on April 22, 2024. It appears that we did not receive any further response from you, though our last message did confirm that there was no prior cancelation for the subscription that was initiated on March 20, 2022, under the email address *****************************. Also, we did confirm in that ticket that our Subscriber Agreement does state that the subscription will renew monthly until the account is canceled, as Scribd does not monitor accounts for activity.
While we do not have the option to refund older charges that have long been finalized, further review of your account confirms that you now have open disputes linked to the most recent charges as well, so it's important to note that we're unable to refund any transaction while it's involved in an open dispute. If you have any further questions about this, we strongly encourage you to open a new ticket using the following link, and we'll ensure a specialist gets back to you as soon as possible: *********************************. Thank you again for your time!
Customer Answer
Date: 05/29/2024

Complaint: 21745735

I am rejecting this response because: I did indicate to the company my desire to cancel my subscription and yes I have my work or personal email that could have been used, however, either way, my name was attached to the account and therefore should have been cancelled regardless of my email used.

Sincerely,

***************************
Business Response
Date: 05/30/2024
Hello *******, we appreciate your message! We are truly sorry, but since you started the dispute with PayPal, we're unable to provide any further refund or assistance for these transactions. Please get in touch with PayPal for assistance with regard to additional refunds going forward. Thank you for your understanding and have a great rest of your day! -FC
Initial Complaint
Date:04/30/2024
Type:Order 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 took a free 1 month trial subscription with Scribd, which stated that I could cancel at any time. I tried to cancel, their web site is dysfunctional. I cannot even login to follow their so-called cancellation procedure. I emailed them repeatedly. I got only an automated response. I tried to reclaim the payments I made via ****** and then Scribd lied to ****** saying I am under contract and their charge is correct. So now I have an additional dispute with *****l. SCRIBD cannot be contacted, they cannot be canceled, but they continue to take 10.99 from me via ****** every month. Google reviews are full of this same sort of complaint as is your BBB web site. Why is nobody doing something about this fraudulent company who is blatantly stealing from individuals via false advertising?!
Business Response
Date: 04/30/2024
Hello Michael,
Thank you for bringing this to our attention! We are truly sorry for your experience, and it is one that we truly do not want our readers to experience. We've reviewed your account, and see the chargeback was reversed in our favor. We've refunded both charges and made sure the subscription is canceled, so you should not see a charge going forward. Please allow up to a week for the funds to be credited back to your account.
We hope that this was helpful! If you have any other questions or concerns, please feel free to let us know and we will be happy to help. Thanks again and have a great rest of your day!
Customer Answer
Date: 05/01/2024
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.
Thanks to BBB for arbitrating in this. Otherwise, it was impossible to deal with SCRIBD on their website or by email. I suspect and hope that they will have to make some serious changes in their behavior in order to earn a higher rating from BBB,

Sincerely,

Michael ******
Initial Complaint
Date:04/24/2024
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.
On August 6th,2023 was the first charge, and I talked with my bank on ***** 22,2024 regarding this situation, which i thought was handled, due to wrong information. Yet it is not and was charged 9 payments which totaled to $115.20. Hoping to get the refund for all the unauthorized charges and to never have this issue again. Could not call this company at all, and tried online email or chats, both went nowhere, lol Looking for help to resolve this matter as soon as possible, it's been an aggerating headache. It should not be this hard to get the company responsible to fix, yet this was a nightmare asking for help. Thank you .
Business Response
Date: 04/24/2024
Hello ****,

Thank you for your email, and Im sorry for the experience youve had. Our system doesn't show a cancellation prior to the automatic renewal of the account ******************** which is why you were billed. As requested, I have cancelled this subscription to ensure you will not be charged again. Per our Refund Policy, I have gone ahead and refunded your most recent charge; I was also able to make a one-time exception, and have issued refunds for the maximum amount of transactions allowed in our system (six months). You should see these funds credited back to your account within 3-5 business days, though this can occasionally take longer depending on your bank's policies. As an additional layer of security, I've also removed your payment details from our system.

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.
Initial Complaint
Date:04/13/2024
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.
Scribd has illicitly charged me $3.76 on April 13, 2024. This isn't the first time they've engaged in this deceitful practice; they previously hit me with unauthorized charges in September 2022 for two consecutive months. After filing a complaint (Request #*******), I was refunded. Now, they've resumed charging me for a service I never subscribed to. This is a blatant case of fraud and unauthorized transactions.
Business Response
Date: 04/14/2024
Hello ******,
Thank you for bringing this to our attention. I am sorry to hear about the unexpected charge. I have sent you an email in reply to your support ticket #*******. I have located an account and need some more information to complete your request.
If you do not see my email do not hesitate to reply back. Thank you and speak soon.

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This business has 1 alert

Complaints

Customer Complaints Summary

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Scribd is NOT a BBB Accredited Business.