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Business Profile

Internet Services

Scribd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Complaints

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

Find a Location

Scribd has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 258 total complaints in the last 3 years.
    • 58 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 submitted three requests to Scribd's customer service team over the past two weeks trying to get charges via Apple Pay to stop. I need their help as the accounts I am aware of on their website don't currently have an active subscription. They have responded to one of my requests stating that my current account is canceled and I won't be charged any longer, but that wasn't my issue. My issue is that I am being charged via Apple Pay and I didn't even realize it until recently and I cannot figure out how to make those charges stop as my account was most recently being charged to my Paypal so I have no idea what account could be incurring the charges to Apple Pay. They have completely ignored my other messages over the past week and they have no phone number to reach them in order to better explain the situation.

      Business Response

      Date: 11/10/2023

      Hello *******, 

      I apologize for the frustration and I guarantee we will do our best to help. 

      I have just replied to our ticket support requesting more information about the charges so we can locate the account charging you. As soon as you have the time, please provide the requested information. 

      We are looking forward to hearing from you. Thanks! -FP

    • Initial Complaint

      Date:11/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 billed for a service, I didn't use.

      Business Response

      Date: 11/02/2023

      The customer started a subscription with us on September 29, 2023 for the account that is connected to the email address they provided. Since this subscription was not canceled, they were charged for next month's subscription as outlined in our Subscriber Agreement, which can be viewed here: ***********************************
      As we stated in the ticket they filed with us, ticket #*******, we are not able to offer a refund for their charge as they have already filed a chargeback for it through their bank. They will need to follow up with their bank for any further questions or concerns about this refund. However, we have confirmed that this subscription has been canceled, so they should see no further charges from us going forward. -KM

      Customer Answer

      Date: 11/02/2023

       
      Complaint: 20813429

      I am rejecting this response because I never signed up for the service.   I don't even know how they recieved my credit card information, except the stole.   I NEVER subscribed to the service.   I ended and cut my card, and then asked my bank to send me a new card.   SCRIB stole my card information and charged their account.

      Sincerely,

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

      Business Response

      Date: 11/03/2023

      We apologize for any frustration this has caused! Reviewing support ticket #*******, we did confirm that ***** started a free trial on September 29, 2023, at 02:58 UTC with their current email address (jodieli************************) to access a document titled "When a **** Flees ****: Fatima ***** Other Prophecies" on October 24, 2023. As previously stated, since the free trial was not canceled before their renewal date (October 29, 2023), they were charged for the annual subscription.

       However, after further review of the account, we do see that a refund may be available if **** closes their open PayPal dispute. A member of our account specialist team has responded to ticket #******* with more information, requesting confirmation that the PayPal dispute be closed as well. Once **** responds to that ticket confirming the dispute was closed, we can determine the next step to take to get this resolved as quickly as possible. Thank you again!

    • Initial Complaint

      Date:11/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried multiple times to cancel my subscription to Scribd. The first time I did, it said my cancellation was a success, so I forgot about it. While checking my bank account on September 23rd, I saw that is has still been charging me illegally for the last 7 months. Each month is a $12.65 transaction. -in September, I attempted to log in and cancel my subscription again, despite it already telling me I had successfully cancelled it. Upon doing so, I found out that the website is set up so that is impossible to sign in. This means users do not have access to the materials they subscribed to and they are unable to cancel their accounts as well. -I reached out to their customer support, but I have not received a response. -I also attempted to reset my password and it says an email has been sent to my account each time, but no email ever shows up.

      Business Response

      Date: 11/01/2023

      We are so sorry for any trouble this might have caused, *******! We did locate a previous support ticket where a member of our team requested additional information to locate the charges in our system on September 25, 2023, but we did not receive any follow-up response from ***************

      It is possible that response went to a spam/junk folder, so a member of our team has created a new follow-up ticket (#*******), requesting additional information to help us locate the account that would be responsible for these charges. This new response would go to the email address linz****************. Once ******* responds to ticket #******* with that information, our team of specialists will gladly work to get this resolved and ensure there are no further charges. They can provide any available refunds at that time as well!

      Of course, if ******* has any other questions in the meantime, they can ask in that new ticket and we'll gladly address those as well. Thank you! -MW

    • Initial Complaint

      Date:10/31/2023

      Type:Product Issues
      Status:
      Resolved
      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 cant cancel scribd dont want it cancel it i thought i did cant get into website want refund if not no more bills i tried please dont tell me to do it.

      Business Response

      Date: 10/31/2023

      I was able to locate the customer's account under the email address they provided, and I can confirm that they had an active subscription with us connected to this account. As requested, I have canceled this subscription to ensure that they do not receive any further charges from us. I have also refunded their most recent charge, and the funds should return to them within one week.

      Their account will remain active as a free Scribd account, and they'll have access to Scribd's free features. Should they decide to resubscribe with us in the future, they can find instructions on how to cancel their subscription in our help center here: **********************. -KM

      Customer Answer

      Date: 10/31/2023

      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. i did not realize due to anxiety covered by *** i had committed thank you for honesty so hard to find i will be back thank you

      Sincerely,

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

    • Initial Complaint

      Date:10/29/2023

      Type:Billing Issues
      Status:
      Answered
      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 requested the original cancellation in August to be cancelled for September; however, I was still charged for September. I then attempted to cancel again not to be charged for October; however, I noticed today that my account is pending another charge for the subscription. I would like for the subscription to be cancelled, ASAP. Thank you for your assistance.

      Business Response

      Date: 10/30/2023

      Hi *******,

      Thank you for your email, and Im sorry for the experience youve had. Our system shows that the account was renewed after the subscription was canceled to read The Courage of Success, which is why you were billed.

      Since the premium subscription was not used I've refunded your last payment per our refund policy ***************************; and your September payment and made sure the subscription is canceled. If the purchase was still in a "Pending" state on your card, it will simply disappear; otherwise please allow up to a week for the refund to clear.

      Your free Scribd account will remain active, so youll still be able to share documents and use Scribds free features. In some cases, full versions of documents available on Scribd may only be visible to Scribd subscribers.

      Should you decide to purchase a subscription in the future, you can cancel it at any time through this link **********************. When you cancel your subscription we'll ensure it remains active until the end of the current time that you've paid for, but will not bill you again. 

      We have more detailed instructions in our help topic, **********************. If theres anything else I can help with, please let me know. Thanks again, and enjoy your day! -LC

    • Initial Complaint

      Date:10/28/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      A change in the amount i need to be refunded for. There was actually tax added to the $119.88. I actually got charged $127.07

      Business Response

      Date: 10/29/2023

      Hi *******, I located your support ticket #******* and sent you a reply I just wanted to share my response with you here as well!

      I do apologize for any inconvenience this has caused!

      I can confirm that we do send a reminder email before the free trial ends and the subscription is billed for. For reference, the reminder email is sent with the subject line: We hope youre enjoying Scribd!

      We recommend checking your spam/junk folder, as sometimes messages can be sorted by email providers incorrectly. If you have email forwarding set up or if the email address on file for your account is incorrect (ex. contains a typo), the reminder may have been sent to a different address or not received.

      Ive refunded your payment, which has canceled the subscription. Your free Scribd account will remain active, so youll still be able to share documents and use Scribds free features. In some cases, full versions of documents available on Scribd may only be visible to Scribd subscribers.

      Should you purchase a new membership in the future, you can cancel it at any time from Your Account page.

      If theres anything else I can assist with, please let me know. Thanks again, and I wish you a great day!

    • Initial Complaint

      Date:10/28/2023

      Type:Order Issues
      Status:
      Answered
      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 wouldn't let me cancel my trial and I was forced into a membership.

      Business Response

      Date: 10/29/2023

      Hi *******, I just want you acknowledge this complaint as well. I responded to your support ticket and a refund was issued, you should see it in 3-7 business days. The payment was refunded in full. If you have any questions about your refund or need help with anything else please let us know! 

      Thank you for reading with is and have a great day! 

    • Initial Complaint

      Date:10/20/2023

      Type:Product Issues
      Status:
      Answered
      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 got charged $129.77 on October 10th for a subscription I did not want. I canceled the subscription immediately and requested a refund. I was so upset I filed a BBB complaint because they took the money before notifying me. Then Scribd said they would refund me and it would take up to a week. That was 9 days ago and they will not give me my money back and theres no way to contact these people. I canceled my subscription on the 10th it changed on their website and says I canceled it the 17th which is not true. And it says the issue has been resolved and I never got my refund !!!

      Business Response

      Date: 10/20/2023

      Hi there! We are truly sorry for any inconvenience this may have caused, but we are happy to provide clarification on that charge! Please note that we have responded to ************** support ticket #******* with the information presented here as well.

      Reviewing the Scribd account under ************** email address, ************************, we have confirmed that their free trial was not canceled before the renewal date of October 11, 2023, resulting in the charge they received. We apologize if ****** did not receive a reminder email as we do send a reminder email before the free trial ends and the subscription is billed for. For future reference, the reminder email is sent with the subject line: We hope youre enjoying Scribd! We recommend checking your spam/junk folder, as sometimes messages can be sorted by email providers incorrectly.

      Our system does show that ****** filed a chargeback for the charge, so we're unable to provide any further refund or assistance for the chargebacks as the payments have already been removed from our processing system. If ****** does have any additional questions, we encourage them to follow up with us in ticket #******* and we'll be happy to assist them. Many thanks! -MW

    • Initial Complaint

      Date:10/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 said they do a 30 day trial and notify you when the billing was going to come through. I never even used this app outside the one day I did to search and never got notified of charging me $129.77. I think its ridiculous and extremely frustrating to not have anyone to contact immediately to be refunded or to sort this out I want my money back I dont even use this and I shouldnt have to wait ***** days to sort this out. And it says valid until next year October 10th. I canceled it right after I noticed the charge I should be refunded !!!

      Business Response

      Date: 10/11/2023

      Hello ******,

      Thank you for your message.

      I can confirm that we do send a reminder email (to the email ************************* before the free trial ends and the subscription is billed for. For reference, the reminder email is sent with the subject line: We hope youre enjoying Scribd!

      We recommend checking your spam/junk folder, as sometimes messages can be sorted by email providers incorrectly. If you have email forwarding set up or if the email address on file for your account is incorrect (ex. contains a typo), the reminder may have been sent to a different address or not received.

      Ive refunded your payment, which has canceled the subscription. Your free Scribd account will remain active, so youll still be able to share documents and use Scribds free features. In some cases, full versions of documents available on Scribd may only be visible to Scribd subscribers.

      Should you purchase a new membership in the future, you can cancel it at any time from Your Account (*********************************************) page. We have more detailed instructions at our help topic, "How to cancel your subscription" (**********************************************************).

      If theres anything else I can assist with, please let me know. Thanks again, and I wish you a great day!

    • Initial Complaint

      Date:10/10/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 of scribd Aug 2023 and cancelled it within 30 days so I wouldn't be charged. But then I was charged an annual fee of $119.88 on Sep 13, 2023 to my **** ending in ****. Because my subscription was cancelled, I cannot even see the transaction history on my account to show when it was activated and when it was cancelled. They are purposely hiding this information to make it more difficult to dispute the transaction with my credit card company.

      Business Response

      Date: 10/11/2023

      Hi ******, we apologize for any trouble. Upon review of the email address provided, we show that your recent support ticket, under ticket number #*******, has been responded to by our support team. We require additional information that is not suitable for this platform, so please reply to ticket #******* and provide us with the requested information, so we can resolve this for you as quickly as possible. Thanks and have a great rest of your day! -FC

      Customer Answer

      Date: 10/11/2023

      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,

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

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