Business Profile

Internet Services

Scribd

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This business has 1 alert

Pattern of Complaints

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 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:09/26/2023
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 was charged ***** for FIVE MONTHS STRAIGHT for a subscription I thought I had cancelled months ago. When I went to go finalize this cancellation it took me to over 3 new tabs in order to cancel it. Each cancel subscription option was also on the very bottom of each page. I think this is why I believed I cancelled my subscription to begin with and I think this format was done on purpose to trick people. I have seen NUMEROUS complaints of this happening to other subscribers. I also never received emails informing me that my subscription was still active and I was being charged. I want my money back.
Business Response
Date: 09/27/2023
Hello ********,

Thank you for bringing this to our attention! I've reviewed our system, and I see that you filed a ticket with us about this issue, Ticket #*******. We subsequently canceled this subscription for you as well as refunded your 5 charges from us as part of the resolution for this issue.
We also merged your accounts together, and we've sent an email with the information for your account as well. Should you have any further questions for us, please feel free to reach back out to us, and we'll be happy to assist. Thank you! -KM
Initial Complaint
Date:09/18/2023
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.
******* repeatedly and never signed up for any account or trial I've been charged multiple times by this company on despite never signing up for an account or visiting their website at all. All charges were unauthorized and fraudulent. I reported all and disputed all fraudulent charges to my bank and submitted ticket #******* to Scribd directly, but they repeatedly ask the same questions (which I've already answered) and then do not respond and send "is your issue resolved?" a week later instead. So unprofessional & a headache! I shouldn't have to file a compliant on other websites to get their teams to pay attention and resolve an issue I've already reported.Desired outcome: Please, as I've already requested, delete any fraudulent accounts tied to the fraudulent and unauthorized transactions I've reported.
Business Response
Date: 09/19/2023
Hello *********,

I've reviewed your ticket, ticket #*******, and I see that we have already refunded your recent charge. We also deleted the account that was responsible for this charge as well as removed your payment information from this account. I also apologize for the back and forth in this ticket, but we had to be sure that we located the correct account before taking any action on the account in question.

I hope this helps provide some clarity, and we hope you have a great rest of your day. -KM
Initial Complaint
Date:09/18/2023
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.
I own a enteprise in ************ and someone posted my work on the Scribd platform. I can't contact the publisher through Scribd and Scribd, in return is not making any contact with me on my enquiries to them. My company is called Edulis Cultivation. I am a Senior Research Associate with the ********** of Johannesburg and I am on the **** National Technical Comittee. I do really need to make contact with this ******** who uploaded my work to find out where she got it from in the first place.
Business Response
Date: 09/19/2023
Hello *******,

I see that you reached out to us about this issue in Ticket #*******, and that our specialist team is currently assisting you with this ticket. They reached back out to you requesting further information regarding this issue, and are currently waiting for you to provide the requested information. If you could please reply to the email we sent you with the requested information, they'll be happy to assist you further with this issue. Thank you! -KM
Customer Answer
Date: 09/20/2023

Complaint: 20618563

I am rejecting this response because:
I do not have to complete endless forms, just to be put in touch with a publisher.
The situation is extremely clear and is not an opportunity for the cogs of the system to begin turning.
This gatekeeping is not going to fly. Scribd has a deliberate method in place like this, because they do not verify any content being posted on their site.
The level of informality is bizarre.
I need to be put in touch with that publisher!
It my work and you have ENOUGH to verify who I am.

Sincerely,

***********************
Business Response
Date: 09/22/2023
We've confirmed that ******* did open ticket #******* with the Scribd support team on September 12, 2023. This ticket was escalated to a special team that handles this type of request and a member of that team issued a response to the ticket on September 14, 2023, requesting ******* fill out a specific form so that their request can be processed as quickly as possible.
We kindly ask that ******* follow-up with us in ticket #******* if they have any additional questions or concerns regarding this issue and we'll gladly be able to provide further assistance.
In the meantime, if ******* could please provide the information requested in that previous ticket response then we can move forward with their request. Unfortunately, we're unable to provide additional assistance if we do not receive that requested information. Thank you! -MW
Customer Answer
Date: 09/27/2023

Complaint: 20618563

I am rejecting this response because:
I feel like I am repeating myself. You have everything you need. Your platform does not verify publishers. For the aggrieved, this gatekeeping process of yours simply does NOT suffice.
You are wasting my time with an unregulated platform playing around with peoples Intellectial Property.
Put me in touch with the PUBLISHER AS REQUESTED!

Sincerely,

***********************
Initial Complaint
Date:09/12/2023
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 don't know why I'm receiving charges on my credit card statement from Scribd.com. Please refund all charges and do not charge my credit card again. Please send an accounting of what you are refunding. Please also provide me your contact phone number. I tried to contact you on your website and it was an endless maze that prohibited me from getting anything done. That's another reason for this complaint. Please provide me with your full name, direct phone number, direct e-mail address, the hours you're available, and the best time to reach you. In the future, please make your phone number available to those who need / want to contact you
Business Response
Date: 09/13/2023
Hello *********,

Thank you for contacting Scribd. I am sorry for the trouble this has caused.

I apologize for any inconvenience, however at this time we do not offer phone support. We are more than happy to help you via email. I didn't find an account in our system with your email.

I was able to locate an account that *** be the source of these charges, registered with the email address t****ristiansalm*[email protected], which I have partially redacted for security reasons.

Can you please confirm whether or not this email address belongs to you? 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 current email address at all.

If this email address belongs to you, please reply with the email address typed out in full to complete the verification process. This helps ensure that we have located the correct account to cancel, and can accurately process any available refunds.

If you do not recognize this email address, please let me know so that we can further investigate the source of these charges, and escalate to our payments specialists as necessary.

I look forward to hearing from you. In the meantime, have a wonderful day!
Customer Answer
Date: 09/13/2023

Complaint: 20594378

I am rejecting this response because:

hi that old email address you have **************************** is one that a hacker took control over and I no longer have control of it. If you could delete that account, I would appreciate it.
I believe the email I've used when contacting your service has been: *********************** Thank you for your response I look forward to hearing back from you. Thank you!

Sincerely,

*******************************
Business Response
Date: 09/14/2023
Hello *********,
Thanks for bringing this to our attention! I did not locate an active subscription linked to the email address ***************************** We will have to investigate this further, but we will need additional information that is not suitable for this platform. Please submit a ticket via this link: bit.ly/social-support-help Then reply here with the ticket number, and I will be sure to escalate your case. Thanks again and have a great rest of your day. -FC
Initial Complaint
Date:09/05/2023
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 attempted to reach out to them via phone, but couldn't establish contact. This situation raises suspicion that they might be involved in fraudulent activities. My main goal is to secure a refund for the charges. It's worth noting that I've been consistently billed since January 2020. Observing similar complaints from many others, I'm convinced that this recurring issue is not a mere oversight. (44 transactions)
Business Response
Date: 09/05/2023
Hello Viet,
Thank you for your message. We haven't find any accounts with the email ********************* so we need to connect you with our advanced team for more information. Please submit a ticket using the direct link: *********************************. As soon as we receive our message we will take care of this issue. Thank you! -FP
Initial Complaint
Date:09/05/2023
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.
I have canceled my subscription and scribd continues to charge me.
Business Response
Date: 09/05/2023
Hello *******,
The account under the email ************************** was canceled on May 31, 2023 and didn't generate any charges after that. If you are still being charged, there is a secondary active account with your billing information. We need more information to take a closer look at this issue. Please submit a ticket using the direct link to our advanced team: *********************************. Thank you! - FP
Initial Complaint
Date:09/05/2023
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 signed up for Scribd while taking classes at Sask Polytech. I cancelled once done the the class therefore no longer needing their service. May 2023 (I think). They took another payment out after I cancelled the subscription so I looked online and they said to delete your account. So after cancelling AND deleting my account they still took a payment. I went to their website and they didn't have a phone number listed so I tried to communicate with their "Chat" function and since their chat is not in real time but obviously run by artificial intelligence I then tried to put a stop payment at my bank. In fact, I placed a stop payment on this 2 times. Now again today they have taken money out of my account. Please do not make me change banks just to avoid Scribd stealing from me.
Business Response
Date: 09/05/2023
Hello *******,
Thank you for your message. We didn't find any accounts with the email **************************** so we will need more information to locate the account charging you in order to prevent further charges. Please reach out to our advanced team using the link - *********************************. Thanks! -FP
Customer Answer
Date: 09/06/2023

Complaint: 20558227

I am rejecting this response because:
That is the problem. I cancelled my subscription and you kept taking money so I then DELETED my account and you are still taking money, that is why you cant find an account under *********************************************************
I am going to report this issue to the fraud department at my bank. I believe a crime has been committed.
Sincerely,

*******************************
Business Response
Date: 09/06/2023
Hello *******,

Thank you for your message! I understand you canceled your subscription, but you are still seeing charges to your account. Since we are not able to charge a canceled membership, there must an account with an active subscription. Please submit a ticket through this link: **************************************;

Once you have submitted your ticket, reply here with the ticket number so I can escalate the case. We look forward to hearing from you soon! Thanks and have a great day! -FC
Initial Complaint
Date:08/17/2023
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 never signed up for Scribd but continue to see a charge every month. I've asked repeatedly for them to stop charging me and they have yet to do so. I never signed up so I do not have an account. I've given them the last 4 of the card, my name, and the date and amount that i was billed. this should be enough info to stop the charges, but they are requesting the first 6 digits of my card (which no company has ever asked me for) along with screen shots of bank statements and more. There is no way in h*** i am going to give a shady company, who i never signed up with in the first place, more of my banking info. Reading through the other complaints shows a pattern of shady billing practices by this company. Scribd needs to stop scamming people and they can start with me.
Business Response
Date: 08/17/2023
After reviewing support ticket #******* from *******, we've confirmed that we only received the last 4 digits of the card being billed, along with the charge date and amount. However, the last 4 digits they gave us returned multiple results, so we're unable to track down the specific charge linked to their bank account.
Because of this, we requested only the first 6 digits of their card number to help us narrow down the results in our system, along with a screenshot of the bank statement with only the Scribd transaction visible - we do not need to see a screenshot of their entire bank statement and ask customers to conceal any other sensitive information that's unrelated to the Scribd charge.
Once the user responds to ticket #******* with the requested information, we'd be happy to investigate this to ensure there are no further charges, and ***** any refunds that *** be available as well. Thank you! -MW
Initial Complaint
Date:08/15/2023
Type:Service or Repair 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 was billed $11.99 today, 8/15/23 for a subscription (this was done through Paypal.) I have no idea what this subscription is for, am not even familiar with the company's name, and I've never been to Scribd's website until today. After reading the complaints that have already been filed, I see that this is a common occurrence with this company, fraudulently billing for fake subscriptions. Scribd has no way of contacting them other than email. I did send an email, but it has not been answered.
Business Response
Date: 08/16/2023
We were able to locate the ticket the customer created for this issue, Ticket #*******, and have sent them a response. The customer created an account with an active subscription on July 16, 2023, which is the source of the charge they saw. We provided them information as to how the account and subscription were set up, canceled the subscription in question, and provided them with a refund for the recent charge as well. Thank you! -KM
Customer Answer
Date: 08/16/2023
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:08/09/2023
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.
Id like 11.99$ to be refunded I asked my free trial to end so I dont get charged and scribd Charged me 11.99$
Business Response
Date: 08/10/2023
Hi *****,

Thank you for your email, and Im sorry for the experience youve had.

I've refunded your last payment per our Refund Policy (**********************************************************)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 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.

If theres anything else I can help with, please let me know. Thanks again, and enjoy your day!

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