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:04/09/2024

  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.

  Starting March 2, 2023 up to April 2, 2024 Scribd has charged our bank debit card $11.99/month for a total of $155.87 for services we have never used. I tried to cancel the services and their website wanted me to agree to a list of terms and conditions. I want all the money return that they have charged me for services I have never used. *********************

  Business Response

  Date: 04/10/2024

  We were able to locate the ticket that the customer created for this issue, ticket #*******. As mentioned in this ticket, our system shows that the customer started a subscription with us on January 31, 2023 with the email address they provided. 
  After their free trial period ended, their account automatically enrolled in a recurring subscription. Since their subscription was not canceled prior to their trial subscription's end date, they were then charged for the subscription as outlined in our Subscriber Agreement. They can view this agreement here: ***********************************
  Finally, we confirmed that they canceled this subscription. We also issued the maximum number of refunds our payment processors would allow, which is six months. They can find more information about how this account was started as well as information on the refunds issued in their support ticket.

• Initial Complaint

  Date:04/06/2024

  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.

  I was notified through email that o had been charged ***** USD (***** CAD) and that payment was sent to scribe.com. I emailed them with no reply. I researched the company and am sure that o never authorized a purchase with them. It should be noted that my credit card information, Apple Pay, PayPal account, etc was most likely the target of an information breach, as I never authorized this.

  Business Response

  Date: 04/07/2024

  Hello *******,
  
  Thank you for bringing this to our attention. I am sorry for the experience you have had and we are happy to help issue a refund. I located your support ticket #******* and sent you a reply via email. The subscription has been canceled and a refund issued, but we still have some questions about the account.

  Looking forward to hearing from you via email.

  Thanks again! 

  
  

• Initial Complaint

  Date:04/01/2024

  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.

  Scribd is allowing a man named ******************* ******, to steal my identity and act as me This man who lives in my town. No idea who he was before I found out he uploaded my resume to Scribd and the genius posted it using his account , as it says uploaded by ******************* ******. ************************************************************************ And used an imposter email using my last name he made it on Hotmail I reached out to scribd customer service and they refused to remove it I'm here to officially demand scribd removes my resume off their website It was put up my the man who is acting as me using a fake email and my real address and number It's a shame Scribd let's this happen

  Business Response

  Date: 04/01/2024

  Hello *******,
  
  Thank you for bringing this to our attention! We have located your ticket with us about this issue, ticket #*******, and we have escalated it to our specialized team for further assistance. They will reach out to you via email through this ticket about this issue as soon as they are able to.
  
  Should you have any questions about this issue in the meantime, please follow up with us through this ticket. Thank you!

• Initial Complaint

  Date:03/27/2024

  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.

  Subscription Cancellation-Transaction ID ***************** *********************************** <************************>May 31, 2023, 3:25AM to support Good Morning:I'm contacting you for a second time to cancel an unauthorized subscription to Scribd. Your organization has unlawfully collected over $300 from my account. I am requesting a full refund and a suspension of any further monthly. This action warrants a class action lawsuit. I'm sure that I'm not the only one. My email address is ************************ I appreciate any help you can provide.Although I followed the directives to cancel the subscription, Scribd has continued to deduct $11.99 per month from my checking account.

  Business Response

  Date: 03/27/2024

  Hello *******, 

  Thank you for your message.

   

  Unfortunately, we haven't found any accounts with the information you have provided. Please reach out directly with our support so we can request the relevant information to locate your account and solve this issue. Please use this link to create a direct ticket - *********************************. Thanks!

• Initial Complaint

  Date:03/22/2024

  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.

  I canceled the subscription back in December and they have still been charging me every month!

  Business Response

  Date: 03/23/2024

  Hi,
  

  Im so sorry for the trouble this has caused, and Im more than happy to help get this resolved. Our team will need some additional information beyond what youve provided so far to locate this account.
  
  May we please have all of the following, if available?
  The username or email address the account is being billed under, if known. Any alternate email addresses that *** have been used to create the account *** be useful as well.
  The original email receipt for this subscription. This will show the Order ID, which we can use to locate the account.
  
  If you were billed directly to your card:
  A screenshot or copy/paste of the line item in full as it appears in your bank account. The transaction description should include "Scribd, **** or "Scribd.com" as well as a numerical ID in the purchase description that will help us locate your purchase. For your security, please do not include any other information from your bank account.
  
  If you were billed through PayPal: Your PayPal Profile ID, Transaction ID, and/or Invoice number from your PayPal receipt.
  
  If you were billed through ****** Play: A copy of your most recent ****** Play receipt.
  
  If you were billed through the App Store: A copy of your most recent App Store receipt.
  
  Once we have the above, we should be able to track down the account. We *** still need to confirm the account details with you to make sure that we have located the correct account to cancel and can accurately process any available refunds. If we find more than one account, we can merge them at that time. If you have any further questions, please let us know.
  
  Thanks again for your cooperation, and we look forward to your response!
  

  
  

• Initial Complaint

  Date:03/19/2024

  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 canceled my account and i have the email of confirmation of cancelation. With the date of cancelation. And they still charged me. I attached a screen shot of the email of cancelation. And my ticket number they keep sending my link for a refund request that it doesn't work automatic reply. I recquest an immediate refund and cancelation of my account.

  Business Response

  Date: 03/19/2024

  Hello there, we apologize for any inconvenience or confusion this has caused! We've confirmed that ******* took the following actions on their account registered under the email address *************************** resulting in the charges they continued to receive:

  - Subscription was activated on January 18, 2024, at 02:25 UTC

  - Subscription was canceled by the user on January 18, 2024, at 04:39 UTC

  - Subscription was reactivated by the user on January 18, 2024, at 20:11 UTC

  - Subscription renewed for 10,99 EUR on February 18, 2024, at 02:25 UTC

  - Subscription was canceled by the user on February 24, 2024, at 16:54 UTC

  - Subscription was reactivated by the user on February 24, 2024, at 22:05 UTC

  - Subscription renewed for 10,99 EUR on March 18, 2024, at 02:25 UTC
  

  Our system shows that if the user received a cancelation confirmation email for March 2024 then this is likely linked to another account that we still need to locate. If ******* could please respond to our latest email related to ticket #*******, with the requested information, we'll gladly work to ensure any active subscriptions are canceled as soon as possible. Thank you so much!

• Initial Complaint

  Date:03/17/2024

  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.

  Company restarted bill my card after I had already sent and processed a cancellation.Company refuses to refund me the additional 14 months they billed me for $12.71

  Business Response

  Date: 03/18/2024

  Hello ****,

  We appreciate your message! Our support has responded to your ticket number *******. To summarize, we have issued an additional 5 refunds for a total of 6 months reimbursed. That is the maximum refund we can issue as transactions made after a certain date are inaccessible, as they are finalized.

  We hope this information was helpful. If you have any additional questions or concerns, please respond to ticket #*******, and we will be happy to assist. Thanks again and have a great rest of your day! -FC

• Initial Complaint

  Date:03/10/2024

  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.

  Since at least November 6, 2023 I have been charged for a subscription after I canceled my subscription. I also cannot access my account to download any documents. They claim to not be able to find my account.... my bank statement says differently.

  Business Response

  Date: 03/11/2024

  Hello ***,

  We apologize for the inconvenience! Our support team has responded to your ticket #*******. To summarize, we have canceled the subscription and refunded 3 of the most recent charges. If you need further assistance, please reply to ticket #*******, and we will be happy to assist in any way we can. Thanks and have a great rest of your day! -FC

• Initial Complaint

  Date:03/04/2024

  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 debited my bank account without my permission for 13 payments of $11.99 from 2022 to September of 2023. They have only refunded four payments that total $47.96. They owe me a total of 9 additional payments of $107.91. Scribd has been doing this to many consumers and have multiple complaints of this same occurrence. I am seeking a refund to my bank account of the $107.91 of unauthorized deductions..

  Business Response

  Date: 03/05/2024

  Hello *********,

  We appreciate your message! Our support team has responded to your ticket #*******. To summarize, our records do not show that a cancellation was completed for this subscription, so we've canceled your subscription and refunded 4 monthly charges. The refunds issued were from June 2023 through September 2023. We are not able to provide any further refunds, because transactions made prior to a certain date are inaccessible for reimbursements, as they are finalized. We do hope this provides some clarity as to why we are not able to provide additional refunds. Thanks again and have a great rest of your day! -FC

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21384546
  
  I am rejecting this response because: I did not subscribe to this service. I requested Scribd to submit documents of such request and notifications that my bank account was to be debited. Scribd produced nothing. Yes, Scribd refunded some payments (4 in total) leaving a balance of 9 payments that have not yet been credited to my bank account. Also, when **********'s representatives reached out to Scribd to resolve the matter, Scribd representatives would now communicate with them. Scribd's CEO ****************** was contacted and ignored the matter. You have fraudulently taken funds from my bank account and I want the funds paid. Scribd has too many complaints about the same matter. So, you know what you are doing is wrong. The solution is to reverse the charges or send me a check.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/19/2024

  Hello, we are truly sorry for any inconvenience this situation might have caused *********! It appears that we did respond to *********'s ticket #******* on March 7, 2024, with clarification on why the subscription was activated, and we received no additional follow-up from ********* at that time. 

  We apologize if the response to ticket  #******* was not received but, to clarify, we not only send a reminder email before the free trial ends and the subscription automatically renews, but we send a "welcome" email notification when you start your subscription with us as well.
  
  It's important to note that this email notification would have been sent to ********* on July 7, 2022, so if the email notification was sent to spam/junk then certain email providers clean those folders out automatically after a certain amount of time - this may have prevented ********* from being aware of that notification.
  

  We also clarified not only that we have provided as many refunds as possible, but that our system confirms that *********'s free trial subscription was activated on July 07, 2022, at 13:35 UTC under the email address ******************* in order to read and download a PDF document titled "Response in Opposition to Motion to Dismiss Complaint" on July 07, 2022.

  We hope this information is helpful in clearing up any confusion or concerns about the subscription. Thank you!

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21384546
  
  I am rejecting this response because: The business (Scribd) said they sent a welcome email on July 7, 2022, at ***** UTC as FREE TRIAL activated under my email address. However, I have asked for Scribd representatives as well as CEO (******************) to produce the copy of the welcome email so that we can see the terms and conditions. Scribd has not sent this to me or Angel ** the Disputes Resolution Specialist to date. I am requesting that Scribd submit this email to assist in processing and coming to a resolution with this complaint.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21384546
  
  I am rejecting this response because:

   

  Good afternoon   Please see attachment. As you can see the document statesno chargeand message that a notification will be sent before a debit is made. The scam is that no notification is sent and there is no way to cancel for something that a consumer never subscribe too. Also, I will be sending links to consumers with the same complaints. I can also submit the correspondences from my banking institution as well. I have also requested that they send out any emails that have been submitted to this email address. They have not submitted anything documents. Not even inovices of the unauthorized credit card debits.

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

  Business Response

  Date: 04/03/2024

  As we stated in the ticket that this user filed for this issue, ticket #*******, we are not able to provide any additional refunds other than the 4 that we have already provided them. This is due to limitations by our payment processors, and we are not able to go outside of them.
  
  We also confirmed that the customer activated this trial on July 07, 2022 for the account under the email address that they provided. We provided more specific information about the creation of this account and subscription in their ticket.
  
  Finally, we did want to clarify that a subscription with Scribd is billed on a recurring basis as stated in our subscriber agreement. It will also automatically renew if it is not canceled. This is further outlined in the Subscriber Agreement that is agreed to when a subscription is created. While we did provide them with this information in their ticket, we just wanted to reiterate that they can view this agreement here if they wish: ***********************************
  
  
  
  

• Initial Complaint

  Date:03/04/2024

  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 have been subscribing to scribd for over 3 years. Scribd recently changed their app to ********, and everything had been terrible since then. App closes out when your on it 24/7, pages wont load, the last straw was kicking me out of my account and logging me out of an account Ive been logged into for 3 years! I have contacted scribd numerous times to get this resolved. Ive tried the only two emails I have, *** sent them my receipt with the order number on it, but they said thats apples order number so they cant look me up. How does scribd not have access to those? Apparently with my name and my receipt they cant help me log into my account because they claim they dont have access to this. I paid for a yearly subscription because Im a teacher and use this weekly, I havent been able to use my account or membership for over two weeks now, and because of this I havent had the materials needed to teach my online students and have lost income because of this. Scribd keeps telling me to try logging in with ********* to check my emails etc.. *** told them multiple times my emails arent working and I never had ******** set up on these devices. They again keep sending me the same thing and apparently are not reading what Im writing to them. Ive soak asked twice with no response back to receive a partial refund for my membership time left since o can get into my account, or Ive asked if I can transfer my membership to a new account. *****, no response to my questions but instead have been giving me the run around. This is ridiculous, and at this point they are stealing money from people and not helping to resolve the issue.,

  Business Response

  Date: 03/04/2024

  Hello *****,

  Thank you for bringing this to our attention! We have escalated and responded to your ticket #*******. To summarize, your subscription was created via Apple, and Apple does not provide us with much account details or access, which is why we are having a hard time locating the account. It is possible you are using Apple's "Hide My Email" feature, which means Apple generates a temporary email address for you. Please check your email for our message, and respond with the information requested. Thanks again and have a great rest of your day! -FC