Business Profile

Internet Services

Scribd

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Scribd came to BBB’s attention in March 2010. A review of complaints was completed in July 2024.

Consumers are urged to review the following link regarding accounts and cancellation information.
https://support.scribd.com/hc/en-us/articles/210134046-How-to-cancel-your-subscription

Complaints

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

Customer Complaints Summary

257 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.

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:07/13/2023
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.
Started a free trial in March 2023 and cancelled it before the free trial was up because I was not enjoying the platform. However, my credit card just notified me that I have been being charged every month, $11.99 without my consent. When I go to the Scribd website it says that my subscription is not active and that I am not being charged. However, I am being charged monthly. I tried to contact them with no response. I filed a dispute with Amex. Not a reputable business, please beware before signing up for a "free" trial.
Business Response
Date: 07/14/2023
Hi ********, we apologize if you are still being charged by Scribd! Since we're unable to bill a canceled subscription, it sounds like the charges are linked to an unsuccessful cancelation or a duplicate account in our system. We'd be happy to ensure there are no further charges but, unfortunately, we did not locate any support tickets linked to the name or email address ********************* that you provided.
If you could please reach out to our support team using this link, *********************************, we can ensure that someone follows up with you once you update you review with the support ticket # that is provided to you. Thank you! -MW
Customer Answer
Date: 07/14/2023

Complaint: 20318904

I am rejecting this response because: It is clear that you are fraudulently charging people who cancel their accounts, otherwise there would not be so many people complaining about the same thing with the BBB. I have never had this happen with another company. I get the business tactic as many people may not notice it and you get the continual income but it is not an honest way to run a business. The account is under ************************* My username is jonathan4brun-300749. I do not have multiple accounts, I signed up one time, was on the site a few minutes and immediately cancelled, only to find out I have been being charged for three months without my consent. I do not have a desire to contact customer service as this never should have happened to begin with. I attempted to do a chat but the bot freezes and there is not an easy method to send an email via your website. Again, there are many customers who voice the same issue of not being able to contact you. That is fine if you want to run a fraudulent business but I will be letting everyone know to stay away unless they want an endless subscription that they are unable to cancel.

Sincerely,

***************************
Business Response
Date: 07/17/2023
Hello ********,
Thanks again for your message! We will have to investigate this further, but we will need additional information that is not suitable for this platform. Submit a ticket via this link and your request will be forwarded directly to my inbox: bit.ly/social-support-help
Thanks! -FC
Customer Answer
Date: 07/19/2023

Complaint: 20318904

I am rejecting this response because:

theres no need to further discuss. Amex is refunding the amount. I would like you to admit that you are intentionally charging people for subscriptions that they cancel. If you look at the BBB website you can see this is a recurrent issue for your business. So you would have fixed it already if it wasnt intentional

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
Initial Complaint
Date:06/23/2023
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.
Scribd charged me $11.99 on 6/17 twice for my subscription. The first charge was on my ApplePay for $11.99. The second charge was from my PayPal for $11.99. This is a double charge for exactly the same thing. I am not sure if there are any more charges going back on my checking account from the past, so I will have to research my account to see if there are any other double charges in the past for my subscription. If Scribd has me listed twice for a subscription, then they need to rectify it immediately.
Business Response
Date: 06/23/2023
We've confirmed that the customer's primary ********************** account under their current email address (br*********************) does not have duplicate charges linked to it, so the duplicate charge is likely linked to a second account in our system. Since we were unable to locate any new support tickets from the customer, they can reach out to us directly using this link *********************************, and a member of our support team will gladly follow up with them to get this resolved and ensure there are no further duplicate charges. Thank you! -MW
Customer Answer
Date: 06/27/2023

Complaint: 20227608

I am rejecting this response because: ********************************* does not work. Secondly, they made no mention of refunding my double charge. If there is a duplicate account then it is up to Scribd to rectify it on their end.

Sincerely,

Breggetta *********
Business Response
Date: 06/28/2023
Our support team will be happy to address any concerns regarding a duplicate charge but, as mentioned, we'll need to locate the duplicate account before we can proceed with the cancelation of a second subscription or any potential refund that *** be due. The customer should be able to file a support request using this link ********************************* as it will take the customer directly to the support request form.
Alternatively, if that link still isn't loading properly after trying a different browser, they can contact Scribd support by sending an email directly to ********************************** and then responding with the ticket number that they receive so we can make sure they're put in touch with support right away. Thanks again! -MW
Customer Answer
Date: 06/29/2023

Complaint: 20227608

I am rejecting this response because: I have attached my Apple Pay Scribd charge on 6/17/23 to show the double charge. I also sent the Apple Pay attachment to Angel ********************* rep) as a back up for the business to receive to show the double charge on 6/17/23 as well. I further sent the necessary information to Scribd support ticket #*******. Scribd has all the necessary information needed to refund my money. If there are continued games, I am going to reach out to the *** and the corporate office as well as submitting further negative reviews/complaints about this issue.
Thank you.

Sincerely,

Breggetta *********
Business Response
Date: 07/02/2023
Hello *********, I was able to locate your support ticket# ******* and have sent you a reply. I think the duplicate charge was found! Please review the email and provide verification if possible. Thanks! -LC
Initial Complaint
Date:06/23/2023
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.
This business has been charging me since January for a subscription i explicitly canceled.This is unbelievable.
Business Response
Date: 06/23/2023
Hello,
The customer has indeed canceled their subscription on January 02, 2023, but they have reactivated their subscription on March 11, 2023 which is why they kept being billed after that. As we explained on their ticket #******* we have canceled their subscription again and refunded their last five payments. We have also removed their billing information to prevent this from happening again.
Thank you!

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Scribd is NOT a BBB Accredited Business.