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:08/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For these 3 orders I receive other customers order and didnt receive my order Id like full refund issued for 2670A - ***** 6CA9F - ***** B58B4 - 24.67$All these amounts refunded back to my original payment method Also please hire drivers that speak English Ill be escalating this issue to general attorney if refund isnt issued including the tip

  Business Response

  Date: 08/10/2023

  Hi ******,
  
  Thank you so much for reaching out to us here at Scribd!
  
  There don't appear to be any records of purchases from Scribd associated with your name or your email address. The screenshots provided do not show charges from Scribd. The charge should be listed as being from "SCRIBD.COM" or "Scribd **** if it's from us. If not, then the charge was made by another company, and you may need to contact that company directly for assistance.
  
  If you have any questions, please be sure to submit a ticket for additional assistance by visiting the link provided here: bit.ly/social-support-help. Thanks for contacting Scribd and have a great day! -FC

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service 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 tried to delete my Scribd account SEVERAL times now, but keep getting a monthly credit card bill for $11.99 from them. I dont know whats going on or why its happening, but its very frustrating to have a company steal from you.

  Business Response

  Date: 08/03/2023

  Hello ******,

  We are truly sorry for your experience, and it is one that we truly do not want our readers to experience. It appears you may have a second account with an active subscription, as we are not able to charge a canceled membership. We would like to assist you with cancelling your subscription. If you already have a ticket open with us, please reply with the ticket number so that we can escalate your case. Otherwise, please submit a ticket here by visiting the link provided here: bit.ly/social-support-help Thanks! -FC

• Initial Complaint

  Date:08/01/2023

  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 never subscribed to scrbd.I have never used the service.But I am being billed monthly through Apple Pay: $11.99 on 7/1/23 and $11.99 on 8/1/23.The online support chat bot is useless.There is no live customer support.The only phone # provided sends you to automated response.Please immediately cancel this erroneous subscription and issue a refund to my credit card or I will have to assume this is a fraudulent scam.

  Business Response

  Date: 08/01/2023

  Hello ******,

  Thanks so much for reaching out to us!

  According to our system, a trial subscription was started on June 01, 2023 with the email address ******************** After your free trial period ended, your account automatically enrolled in a recurring month to month subscription. Since your subscription was not canceled, you were charged for the next months subscription as outlined in our Subscriber Agreement (**********************************************************).

   As requested, I have canceled the subscription to ensure you will not be charged again. Ive also refunded your recent charge, and your account should be credited within a few business days.Your free Scribd account will remain active, so youll still be able to share documents and use Scribds free features.If you decide to purchase a subscription in the future, you can cancel it at any time by visiting Your Account (*********************************************). 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, "How to cancel your subscription" (**********************************************************).I hope that helps! If you have any other questions at all, please let me know. Thanks, and have a great day!

• Initial Complaint

  Date:07/30/2023

  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 do not have a Scribd account and I cannot access their website to contact them but they are charging me ***** every month since May 2022 - I want all my money back via refund

  Business Response

  Date: 07/31/2023

  Hi there *****, I am sorry to hear about your experience and happy to help explain these charges. I was able to locate your support ticket #*******, we can work to resolve this here. If you would rather send your reply via the ticket you may do so. 
  
  It looks like you may have accounts registered with the email addresses ma****ac*[email protected] and ma***********************, which I have partially redacted for security reasons. 
  
  If either email address belongs to you, please reply with the email address typed out in full. This verification process is necessary because the email address that you are contacting us from is either connected to a free account with no paid subscription or there is no account associated with your email address at all.
  
  Once we complete the verification process, I will merge your accounts to avoid any further confusion.
  
  During the merging process, one account will be deleted and any reading history on that account will be lost. If you have a preference on which account you would like to keep as your primary, please let me know.
  
  I look forward to hearing from you. In the meantime, have a wonderful day!

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20396889
  
  I am rejecting this response because

  I am not able to access any SCRIBD account using my **** email address that has been indicated by SCRIBD. Also they started to be charged in May 2022 and I never used SCRIBD services. 
  

  The other email address SCRIBD has indicated as potentially involved has been close  down many years ago. So this is a fraud and I need a refund of all my money back ***** pounds each month since May 2022 - totally ****** pounds. 
  

  thanks and Kind regards. 
  **********;

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

  Business Response

  Date: 08/02/2023

  We completely understand any concern this matter has caused and we'll gladly work to resolve this to ensure that the customer receives no future charges from **. However, before proceeding, we'll need the customer to provide both of the redacted email addresses so we've followed up with them through support ticket #******* with a request to verify both of the email addresses Once the customer responds to ticket #******* with the requested information, we can proceed with canceling any active subscriptions and granting any refunds that *** be available. Thank you! -MW

• Initial Complaint

  Date:07/27/2023

  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 returned this order in full amount using prepaid *** label and still not been fully refunded

  Business Response

  Date: 07/28/2023

  Hello ***, 

  We didn't find any accounts under the email *********************** so we will need more information in order to locate the account and proceed with you request. Please submit a ticket using the link: *********************************. This will create a high priority ticket and our team will follow up as soon as possible. Thanks! -FP

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20388062
  
  I am rejecting this response because: my email is ********************* 

  I was charged around 11$ for the monthly fee when I asked to cancel my free trial 
  
  Sincerely,
  
  *************

  Business Response

  Date: 08/02/2023

  We did locate a free Scribd account under the second email address that the customer provided, *********************. However, after reviewing the account, we confirmed there are no charges linked to that email address as the free trial on the account was canceled and expired on July 24, 2023.

  If the customer could please reach out to our support team directly through this link, *********************************, and provide the support ticket # that they receive then a member of our team can follow up with them as soon as possible to request more information regarding the charge they received. Thank you! -MW

• Initial Complaint

  Date:07/19/2023

  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.

  My daughter saw a charge from SCRIBD on our joint debit card account. She does not have an account, never signed up for one, and therefore has no info to "enter your account info" to cancel. She tried to contact them, but can only use the bot customer question chat window with no person. She has filed 3 separate email complaints with them to "customer service" and has gotten no reply in 3 months and is still being charged each month. We are at our end with them and their lack of response and zero customer service is maddening. I suppose we will have to either order her another bank card or put a stop payment on them for $35. Just worried that if she never cancels this non existent account her credit will be tagged. Thought I would go this route.

  Business Response

  Date: 07/19/2023

  Hello ****,

  Thank you for bringing this to our attention! I am sorry the experience both you and your daughter has had so far. You mentioned your daughter has sent email messages to us, but has not heard back from us. Do you happen to have the ticket number to your daughter's case? If you do not have a ticket number, please have either your daughter, or yourself, submit a new ticket at *********************************

  Once submitted, please reply here with the new ticket number, and we will be happy to investigate what happened and how a subscription was purchased. Thanks and we look forward to hearing from you soon! -FC

• Initial Complaint

  Date:07/14/2023

  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 found that there's a charge of $10.99 from Scribd **** in my bank statement of June, but I've never had any account with the platform, no idea why there's a charge. I don't even living in North America anymore, it's been years since last time I used my ******** credit card or purchased on North American websites. This is a total scam.Let's see if there's a recurring bill coming next month.

  Business Response

  Date: 07/14/2023

  Hi Echo, we're so sorry for any concern this might have caused! We can definitely look into this matter to ensure there are no further charges, and process any due refunds where necessary, if you could reach out to our support team.

  Can you please use this link to contact our support team, ***************************************;Once you've created a support ticket with us, please update your review and provide the ticket # that you received and we'll have someone get back to you as quickly as possible. Thank you! -MW

  Customer Answer

  Date: 07/18/2023

  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,
  
  ***********

• Initial Complaint

  Date:06/27/2023

  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 have been charged monthly for a scribd account that is nonexistent. I tried to get resolution from Scribd and changed my credit card number but they continue to charge me. There is no way to contact customer support.

  Business Response

  Date: 06/27/2023

  Hello ***,

  Thank you for bringing this to our attention!
  
  I've checked our system, and while I was able to locate a free Scribd account under the email address you provided, I wasn't able to locate an account with an active subscription. Not to worry though, we would be more than happy to assist you with getting this subscription cancelled.
  
  So that we can investigate this issue further with you, please reach out to us by creating a ticket through this link: bit.ly/social-support-help One of our support specialists will then be able to assist you with getting this subscription canceled. We'll also be happy to issue any necessary refunds as part of this process as well. Thank you, and we look forward to hearing from you soon! -KM

• Initial Complaint

  Date:06/26/2023

  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 chose to use Scribd to listen to an audiobook because the company offered a free trial for a month. After the free trial, they would charge me a monthly fee of $11.99. After the free trial month, I was charged $11.99. Not wanting to accrue another monthly charge, I canceled my account. The next day, May 24, 2023, they charged me $119.88, which is their annual fee. I contacted Scribd directly, in which I was told there was nothing they could do about it since it was a purchase through an apple app. I contacted both Apple and my credit card and was soon credited both the annual charge. Since that time they reported that they are still going to charge the $119.88 because I did not cancel my account. I have screenshots of both my cancellation and the amount that scribed said that they would charge me.

  Business Response

  Date: 06/27/2023

  Hi *******,
  
  Thank you for your message!
  
  It appears that you were able to take care of the Scribd account linked to your apple id. I can confirm that subscription has been canceled. Ive reviewed your account, linked to your *** email address, and I see that youve filed a chargeback for the annual subscription transaction you want refunded.
  
  Because of this filing, any refund due will be handled through the resolution system at your bank. If youd like an update on the status of the refund requested, please contact your bank directly.
  
  On our end, I can confirm that your subscription is canceled to prevent any further payments. I also deleted the account. Should you purchase a new membership in the future, you can cancel it at any time from Your Account page.
  
  Please let me know if you have any additional questions. Thanks again, and enjoy your day! -FC

• Initial Complaint

  Date:06/23/2023

  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.

  In October 2021, I noticed a charge on my bank statement from Scribd mo that for ****. Upon reviewing my statements, I noticed this charge began in May 2021. At that point, on October 12, 2021, I found and emailed the support email, ********************************** stating that I did not authorize a subscription with them and wanted any subscription canceled. I then emailed also asking for a refund of the charges from May 2021 to October 2021.It is now June 2023 and I just noticed I am STILL being charged for an account Im unaware of and have never had access or login info for on Scribd. I had to ****** what the company even is. It is a reading subscription and I actually hate to read, so this is definitely not mine. I have been charged an increased rate of ***** since May 2022 through June 2023.To date, as of June 9, 2022 I had been charged a total of $287.74 by Scribd without ever being aware of any account with them. I have never authorized any transactions with Scribd and have never received an email in response to my 2 requests for a cancellation and refund stating that these charges were unauthorized.I am seeking a full refund in the amount of $287.74 from Scribd along with no more charges to my bank. Attached are screenshots of the second email I sent on October 12, 2021 referencing both emails, as well as my most recent receipt on my PayPal account from **********************.

  Business Response

  Date: 06/24/2023

  We've have responded to the most recent support ticket #******* and located the account responsible for the charges, which we do require the customer the customer to verify. Once the user responds with verification of the email address associated with the account (d.ma***.********************) in support ticket #*******, we'll be able to move forward with canceling the subscription to ensure there are no further charges. We'll be able to ***** any refunds that *** be due at that time as well! Should the customer have any other questions, we encourage them to let us know in the same ticket and we'll be happy to assist them. Thank you! -MW