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ScribdThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Scribd's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 250 total complaints in the last 3 years.
- 75 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/28/2023
Type:Billing IssuesStatus: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.
A change in the amount i need to be refunded for. There was actually tax added to the $119.88. I actually got charged $127.07Business 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 IssuesStatus: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.
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 IssuesStatus: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 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 IssuesStatus: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 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 IssuesStatus: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 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! -FCCustomer Answer
Date: 10/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:10/10/2023
Type:Product IssuesStatus: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.
Much like the ****% of the people here, I have been getting charged behind my back despite cancelling the subscription for months. After realizing this, I noticed that I wasn't allowed to cancel at all because I tried and tried and tried to cancel through their website but it still said I'm subscribed!!!! When I would hit cancel, it led me straight back to the main page JUST like the first time I cancelled. At first, this made me believe that it has been cancelled because CLEARLY it registered as it LED me to a different page. However, this is not the case because what happened to me a few days ago when I tried to cancel again was what happened to me months ago when I decided to cancel the subscription only back then I wasn't aware that I wasn't allowed to cancel. When I contacted them, they gave me the copy/paste response saying "Our system doesn't show a prior cancellation on the account, which is why you were billed." as I have seen on here a countless of times after learning that this issue not unique to me. They only gave me 3 months refund back when I am owed at least 9 months of funds back. I want no less that what I am owed.Business Response
Date: 10/10/2023
Hello *****,
According to our system, I can see that your account wasn't canceled until October 09, 2023 when you contact our support. Also, we have provided a total of six months refunds, which are the maximum amount of transactions our system is allowed to refund.
Please bear in mind that transactions made prior to a certain date are inaccessible for refund, as they have long been finalized.If you have any other questions, please let us know. Thank you again for contacting Scribd, have a nice day. -FP
Initial Complaint
Date:10/09/2023
Type:Product IssuesStatus: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.
Somehow I got a subscription to Scribd. It could have been that I signed up for a trial period, but I don't remember doing that. However, I have made several attempts to contact them to cancel, but I am still getting billed every month for $13.13. I have visited their website many times and when I enter my email address I get a message that indicates that the system can't find it and prevents me from cancelling online. I have also tried to call them to cancel it, but receive a message that I should contact them by mail. Attached is a copy of the letter I sent 7/4/2023. The last time I was charged was 9/29/2023.Business Response
Date: 10/09/2023
Hello ******,
Thank you for your message.
We haven't locate any active accounts with the email ******************** so we will need more information in order to locate the account and solve this situation. Please submit a direct ticket to our Payments advanced team with the link: *********************************
As soon as we receive your ticket we will be glad to take a closer look into this. Thanks! -FP
Initial Complaint
Date:10/07/2023
Type:Product IssuesStatus: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 purchased an annual Scribd membership on 10/20/2022. Scribd advertises "unlimited books" for the price of $144 a year. However, for the past several months, they limit the number of books I can access and tell me the rest will be available in 3 weeks. For the month of October, I currently have 2 books available. In September I had 4 books available and the rest were "saved". This is blatent false advertising and I will also be filing a complaint with the ********** Attorney General. I would like a refund AND I want access to the books I've selected. I'm disabled. I don't have a tv so I read books.Business Response
Date: 10/07/2023
We have reviewed ****'s support ticket and their Scribd account under the email address osud**@gmail.com to confirm that a member of our team did provide details regarding book availability, but we're truly sorry for any confusion regarding our library.
While *************** find some titles not immediately available, there will always be something to read! Our article located at ********************** provides more information on this, which we did explain in support ticket #*******.
Unfortunately, **** purchased their annual subscription on October 25, 2022, which is outside of our 30-day refund policy as seen on this link: *********************.
Since the subscription has been actively used to access content, and transactions made prior to a certain date are inaccessible for refund as they have long been finalized, we are unable to provide a refund for ****'s annual subscription. However, if **** does need assistance canceling their subscription then they can respond to ticket #******* with that request and we'll ensure the subscription is canceled as soon as possible. Again, we apologize for any inconvenience this may cause. Thank you! -MW
Customer Answer
Date: 10/08/2023
Complaint: 20709132
I am rejecting this response because: YOU ARE FALSELY ********************** BOOKS". THIS IS CLASSIC BAIT AND SWITCH.
Sincerely,
*********************Business Response
Date: 10/11/2023
I have reviewed ****'s correspondence with us in their associated ticket with this issue, ticket #*******. We explained that while Scribd users may see that some titles are not immediately available, there will always be titles available for them to read. We also provided guidance on how to locate additional titles to read while waiting for these titles to become available in our responses to them. For further information, they can view our Subscriber Agreement (***********************************) and Terms of Use (**********************). -KMCustomer Answer
Date: 10/12/2023
Complaint: 20709132
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:10/06/2023
Type:Product IssuesStatus: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.
REFUND MEMisleading & deceptive website user interface. I cancelled the Free Trial immediately after signing up. I dont know why it still charged me on 29/9/2023. When I tried to log in, it said my password was wrong. After multiple attempts, I reset my password to the same password & logged into my account. For some reason, in the account, I was still subscribed, even though I cancelled it a month ago immediately after logging in. I tried to contact ********* kept asking me to log in even though I was already logged in. Then it kept coming up with a connection error & kept asking me to restart chat. Now, it has been connecting to **************** for half an hour. This website is a maze, glitchy & absolutely deliberately designed to be as misleading & deceptive as possible when you want to cancel your subscription. REFUND ME & STOP MAKING IT AS DIFFICULT AS POSSIBLE TO NOT BE CHARGED. Every other complaint says just about the same. Absolute fraudsters.Business Response
Date: 10/06/2023
We're so sorry for any inconvenience this might have caused! Since we're unable to bill a customer for a canceled subscription, it does sound like the original cancelation was unsuccessful, but we can definitely look into this to ensure there are no further charges.
If ***** could reach out to us through the link *********************************, and then send a response here with the support ticket # they receive, we'll gladly have a member of our support team follow up with them as soon as possible. We'll be able to review the account to ensure the subscription is fully canceled and ***** any refunds that *** be available at that time as well. Thank you! -MW
Initial Complaint
Date:10/03/2023
Type:Order IssuesStatus: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.
Fraudlent charges. Unauthorized charges. Data Breach National Student Clearinghouse.Business Response
Date: 10/03/2023
Hello ******,
I located the ticket you created with us about this issue, Ticket #*******, and I have sent a follow up email to you. We believe that we may have located the account that is causing these charges, however, we need some more information from you to verify that this is the correct account before we can issue any refunds or cancel this subscription. Because of this, please be sure to follow up with us via the email that we sent you so that we can get this issue taken care of as quickly as possible for you. Thank you! -KM
Customer Answer
Date: 10/04/2023
Complaint: 20689097
I am rejecting this response because: Resolution has not been confirmed. I would like to know how they got my card information also ASAP!
Sincerely,
***************************Business Response
Date: 10/10/2023
Hello ******,
As we explained on your ticket with us (#*******) an account was created with the email ******************* on April 30, 2023 in order to access Scribd premium content. Once you created this account, you were prompted to insert your billing information in order to start your free trial.
We have deleted your accounts, email and billing information from our service.
Thanks! -FP
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