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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.

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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

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/21/2023

      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.
      May have done a search looking for sheet music and got to this site. May have purchased one set of sheet music and have been billed monthly $11.99 since 10/23/22. Have no record of being a member of Scribd. Was given a fake username. Had no record of a password to this site. Cant remember which ************* location my account was connected to. Cancelled today, 6/21/23. One goes into a loop to get a contact number and there is no one. Note to BBB: have print out if needed of monthly payments however I did cancel from this site. Do not wish to upload personal email address on my attachments.

      Business Response

      Date: 06/21/2023

      We apologize for the inconvenience but, since we cannot bill a canceled subscription, it ***************** charges might be originating from a duplicate account or even an unsuccessful cancellation.

      Wed be happy to investigate this and stop any further charges, but we're unable to locate a potential account or support ticket since the customer did not provide an email address. If the customer could contact us through this link ********************************* using their personal email address, a member of our team can get back to the customer as quickly as possible. Thanks! -MW

    • Initial Complaint

      Date:06/21/2023

      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.
      They are charging my credit card and wont cancel unless I give them almost my whole CC number which isnt safe (first 6 and las 4 numbers) I emailed saying I never set up an account. I have zero emails from them on any of our familys emails showing an account was set up. They will not cancel the account claiming they cant find it with my name and last 4 of the credit card. When I asked if I could talk to someone directly they said they only handle matters over email

      Business Response

      Date: 06/21/2023

      We do understand the concern that the customer may have when it comes to sharing their card details, but we want to ensure the customer that ********************** would never request the full card number to locate an account!

      A member of our support team has sent a new response to support ticket #******* to request some additional information that can help our team locate the account that is responsible for the charges they've received.

       Once we receive the requested information, we can work on locating the account responsible and ensure there are no further charges. If the customer has any questions or concerns, we encourage them to let us know in their reply to ticket #*******. Thanks! -MW

    • Initial Complaint

      Date:06/13/2023

      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.
      Subscription that I have no idea what its for or how got info to do bank draft monthly from my account. ***** per month I have tried to cancel since Oct 2022 and even before but billing continues. $118.17

      Business Response

      Date: 06/14/2023

      There is not enough information to locate the account and the charges and there is no account under the customer's email.

      We have reach out to the customer again (ticket #******** to request more information to locate the account and prevent new charges. As soon as the customer provide the requested information, we will be able to locate the account and stop the charges. 

      Customer Answer

      Date: 06/14/2023

       
      Complaint: 20180775

      I am rejecting this response because:

      I have given them all the information I have and I did not consent for this service and want it stopped as I have told them numerous times in the past.   The only other way to link it would be through my bank account information and I am not comfortable disclosing this information via internet.   I want this stopped from coming from my account.   I dont even know what the service is for!  
      Sincerely,

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

      Business Response

      Date: 06/14/2023

      Our support team is more than happy to help locate the account responsible for any charges from Scribd to ensure the subscription is canceled as quickly as possible. However, it appears the customer has not yet responded to our request to obtain additional information to locate the charges they're referring to.

       

      We will never request the customer's full card information or bank account details, and we ask that the customer does not provide full card details - only specific information that was requested in support ticket #******* as we're unable to track down any charges or an account under the email address they contacted ** with (cass******************************). Once the customer provides the requested information in response to support ticket #*******, our team can work on locating the account responsible for the charges.

    • Initial Complaint

      Date:06/11/2023

      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 have been charged a recurring $11.99 charge from Scribd since January, for a total of $71.94. I didn't even know what scribd was, don't remember signing up for an account or authorizing this charge. Same for my husband. We tried both of our email addresses and can't find any active account under our names, so we are being fraudulently charged. Further, there is no way to recover accounts or chat with a live person through Scribd support. I am requesting a refund of $71.94 and a cancellation of my recurring payment, as I will be forced to go through the hassle of closing my credit card to get this to stop.

      Business Response

      Date: 06/11/2023

      Hello *****,

      Thank you so much for bringing this to our attention! While we can definitely assist you with cancelling the subscription that is causing these charges, we'll first need to locate it in our system. I wasn't able to locate an account with an active subscription connected to the email address you provided, so we'll need to gather some more information about this charge in order to proceed with your request.

      So that we can investigate this issue further with you, please reach out to us by creating a ticket through this link: *********************************. We'll then be able to work on locating this account. Of course, we'll be happy to cancel this subscription as well as issue any necessary refunds after we've locate the account responsible for your charges. Thank you, and we look forward to hearing from you! -KM

    • Initial Complaint

      Date:06/09/2023

      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 had an account under my student email, and my email account was closed upon graduating in May 2021. I realized I was still being billed by Scribd on October 30th, 2022. On this day, I requested Scribd to close my account and cease the billing payments. A few days later, they confirmed. I realized a few days ago that I have still been getting billed this whole time.

      Business Response

      Date: 06/20/2023

      Hello ******,

      We apologize for the issue you have experienced. Upon review of the email address provided, we show that your recent support ticket, under ticket number #*******, has already been responded to by our support team. For 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:06/09/2023

      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 am getting monthly charges on my Am Ex for a subscription to Scribt. I did not order this, nor did my husband. I filed a dispute with Am Ex and ****** stated they had my credit card on file for a monthly subscription. I did not ever sign up for this. I go online and they say I need my order number. I don't have an order number because I never signed up. My card is being used fraudulently and I want it to stop.

      Business Response

      Date: 06/20/2023

      Hello ****,

      Thank you for your message! I understand that your **************** card is currently getting charged by Scribd. I searched our system using the email address provided, but i did not find an account with an active subscription. I am more than happy to help, but we will need additional information not suitable for this platform. Please submit a ticket through this link: **************************************;

      Once you have submitted your ticket, reply here with the ticket number for further assistance. We look forward to hearing from you soon! Thanks and have a great day! -FC

    • Initial Complaint

      Date:06/08/2023

      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 have been billed by Scribdinc for an unknown product or service for the previous 3 months, twice per month for a total of ***** June 3-***** May 26- ***** May 3-***** April 26-***** April 3-***** I did not order nor request any service or product from this company *********** has obvious issues with fraud and state to request a refund within 30 days on the online chat system which does not work effectively and loops you within the system with no resolve

      Business Response

      Date: 06/08/2023

      Hi *****, we're unable to locate an account or support ticket under the email address provided (**************************), but our support team would be happy to look into this to track down what accounts may be responsible for those  charges to ensure there are no further charges. Can you please use this link to create a support ticket with **: *********************************? We're here to help if you run into any issues during the process. Thanks! -MW

    • Initial Complaint

      Date:06/01/2023

      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 cancelled my subscription AND intentionally did not update my billing info because I dont use Scribd and have not since May 2020. At first, this was reflected by my not being billed in June 2020, but they have billing my card for two years, AFTER I CANCELLED ONLINE. I am unable to login and find any billing info as it says I don't have an account anymore since I canceled. ALSO, they emailed me and the email implicitly states my subscription would be canceled if I didnt update my billing information. I didn't update my card, but they still billed me. They have been illegally billing me after I canceled for almost two years, and need to refund the charges. Y

      Business Response

      Date: 06/01/2023

      Hello *****,

      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 and resolved by our support team. Additionally, your subscription has been canceled by our support team and you will not be charged again as we cannot bill an account that is no longer rendering services with us. We also provided refunds of the 3 most recent charges. Please continue to correspond with us via ticket number #******* if you have any other questions or concerns. Thanks and have a great rest of your day! -FC

      Customer Answer

      Date: 06/01/2023

       
      Complaint: 20128857

      I am rejecting this response because: My subscription had already been cancelled, and this business has a history of billing fraud, and I am requesting a refund since the day of cancellation. 

      Sincerely,

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

      Business Response

      Date: 06/02/2023

      We initially communicated with the customer in ticket #******* to confirm the customer opened an account on date with many****************. At registration, they did agree to our ToS and recurring subscription.

      We have confirmed in a new follow-up response to the same ticket (#*******) that payment was not updated or removed, and renewal was successful on May 28, 2020, resuming their subscription since there was no cancelation on the account after that date. The customer has been granted a three additional refunds as a one-time exception, resulting in six total refunds. Thank you! -MW

    • Initial Complaint

      Date:05/27/2023

      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 am getting charged for a Scribd membership when I have never authorized or signed up for a membership. There seems to be no way to cancel without logging into their site with sure info which I dont have. I will probably have to cancel the credit card. I would like a full refund.

      Business Response

      Date: 05/29/2023

      Hello , I am sorry to hear you have been unable to locate the account causing the charges. I would like to help you cancel this subscription. Please submit a ticket through this link and your request will be escalated straight to my inbox: bit.ly/social-support-help
      Thanks! -LC

    • Initial Complaint

      Date:05/19/2023

      Type:Service or Repair 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.
      Fraud ?? Alert Scribd signs you up for a subscription automatically, WITHOUT your permission.. ************ is committing fraud and there needs to be a class action lawsuit. I want my money back, they have zero proof I agreed to anything. ************ is a scamming people out of their money. Something needs to be done ASAP!! The picture I'm attaching shows I have ZERO history with them. If I'm not actively reading or listening to anything then how do I even have an account?

      Business Response

      Date: 05/19/2023

      The customer has started a free trial on April 18, 2023. After the trial period, the account enrolled into a monthly subscription as they didn't cancel their subscription. We have canceled the subscription and refunded the charge made on May 18, 2023. The customer can expect the refund to be fully processed in the next 5 business days. - FP

      Customer Answer

      Date: 05/21/2023

      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,

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

    Scribd is NOT a BBB Accredited Business.

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