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:05/01/2023

  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.

  On January 12, 2023, in response to my query about my 2023 renewal price for annual service, Scribd customer support assured me in a support ticket message that my renewal would be priced at $47.99. I wanted for the billing to hit my bank account and found charge of more than double that amount. Several support ticket communications later, Scribd had repeatedly refused to honor the price they quoted to me, and they canceled my subscription.

  Business Response

  Date: 05/02/2023

  We can confirm that the customer reached out to us regarding their annual payment on January 12, 2023, and that they were given incorrect information about the renewal amount. When they reached back out to us on February 23, 2023 about their renewal, we immediately apologized for the mistake in what information was provided, clarified that the current price they were charged was correct, and we then informed them that we would not be able to offer them this old price. 
  
  When they again asked about returning to the old subscription price or for a partial refund for their recent charge, we informed them that we can not issue partial refunds for subscription charges, and that their current rate was the standard subscription rate that we charge all subscribers at this time. As such, we would not be able to provide them with the previous rate they had. 
  
  We instead offered to add 2 months of free subscription time to their account as an apology for the misunderstanding or to refund their entire subscription charge for this period if they would prefer. Since the customer refused our alternatives and kept pushing back for options that we had already said were not possible, their subscription was canceled and they were given a refund.
  
  It is important to note that as mentioned in their initial email to us that they did receive an email stating that their subscription price would increase. While we did make a mistake in providing the correct renewal price when they reached out to us in January, they were aware that this could be their new renewal price for their subscription, and as such, this subscription charge should not have been a complete surprise to them. This was from our Support Ticket #*******.
  
  For your review, I have also enclosed a copy of our correspondence with this customer about this issue from when they reached back out to us. -KM

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as expected. While I hoped the company would honor the price they allowed to reach me, I accept that they are unwavering in their decision.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:04/30/2023

  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 acccount is ********************* I have never subscribed for scribd paid subscription. But they charged me for 3 months without any notification. Not a single email was sent. I was not aware of that at all. I never used any single service from them, still they stole my credit card info and charged for 3 months. I only once got a free trial but after that never used it but they silently charged me for 3 months. I want all my $36 back asap or I will *** them. They are frauds.

  Business Response

  Date: 05/01/2023

  Hello ********,

  Thank you for bringing this to our attention! It appears that you started a free trial on January 30, 2023. 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: ***************************;

  I canceled your subscription, refunded your recent charge, and removed your payment information from the account. This will ensure that no charges will occur in the future. I also responded to your ticket #*******. I hope that this was helpful! If you have any other questions or concerns, please feel free to reply to ticket #******* and we will be happy to help. Thanks for contacting Scribd and have a great rest of your day!

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 20001369
  
  I am rejecting this response because: they did not refund my first two months where they stole money without any form of notification. They are fraud scammers. No single email or notification of automatic charge which I didnt even authorize. They just stole my money and not willing to admit their fault. 
  
  Sincerely,
  
  *************************** *********************

  Business Response

  Date: 05/04/2023

  We typically do not ***** refunds past 30 days, but we were able to make a one-time exception - *****ing refunds for the charges on March 1, 2023, and April 1, 2023 as well.

  As mentioned in Scribd support ticket #*******, we did confirm that a trial subscription was started on January 30, 2023 with the email address aa******************. Since the subscription was not canceled, this resulted in the monthly charges that you received from ** as seen in our 

  In our latest update to that ticket on May 2, 2023, we did confirm that 2 additional charges were refunded, making it a total of 3 months reimbursed. We kindly ask that you please allow 3-5 business days for the funds to be credited back to you.

  There are no additional charges outside of the 3 charges that  have been refunded.

• Initial Complaint

  Date:04/30/2023

  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.

  Scribd keeps charging me even though my account is canceled. I logged back in to make sure I didnt accidentally reactivate my account and its definitely not active, yet Im being charged monthly for a service I am not using.

  Business Response

  Date: 05/01/2023

  Hi *****,
  
  Thank you for contacting Scribd.
  
  According to our system, a trial subscription was started on September 13, 2022. 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 here bit.ly/40QHvAn.
  
  Upon review of your account registered to ************************ I do see that you filed chargebacks with your bank. At that time, your bank likely automatically issued a refund to you while the fraud investigation was underway. After a review of the charges incurred, your bank resolved your fraud claim in favor of Scribd, and the charge was then debited from your account as money owed. 
  
  As a result, we're unable to provide any further refund or assistance for the chargebacks as the payments have already been removed from our processing system. However, we can confirm the subscription has been canceled, and no additional charges will occur.

  If you have any questions please submit a ticket through this link and your request will be escalated straight to my inbox: bit.ly/social-support-help
  Thanks! -LC

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19999392
  
  I am rejecting this response because: I called to confirm with my bank who said the cases were NOT resolved, and that you had not submitted proper or full evidence. You are scamming people out of money. My account has been cancelled since January 19, 2023. How do you sleep at night knowing you make your money stealing from people? 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/26/2023

  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 have been double billed by scridb since October 2021. I did open a second account but did not add billing to the second account; I was simply having trouble logging into the first. I was not aware of the double billing as the amounts were taken out on two separate days each month. I have been overcharged $14.68 each month that has amounted to over $380 Cad. I have not yet filled any complaints with my bank as I would like a refund for the amount that was over billed from October 2021-April 2023. If there was billing information on only one account it is obvious that only one account should have been billed. It was not under a separate name. I dont even know how the separate account was made; I just believe I made it because I wasnt able to log into the first or I logged in with ******* I would like a resolution for the amount over billed since October 2021

  Business Response

  Date: 04/27/2023

  Hello *****, thank you for bringing this to our attention, though we're sorry for any inconvenience this has caused you. I was able to locate your support ticket (#*******) and I have sent a response to request some additional information from you for verification purposes as our team did locate duplicate accounts. Once you respond to that ticket (#*******), we would be happy to work on merging those accounts and canceling one of the subscriptions to ensure that you see no additional double charges moving forward. We can review the charges for any refund options at that time as well. If you have any questions, you can reply directly to the ticket mentioned above and we'll be happy to further assist you. Thank you! -MW

• Initial Complaint

  Date:04/22/2023

  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 would like to see law enforcement investigate inside Scribd to find out who is responsible for the large amount of thefts that have been committed and clearly reported here. There is obviously something going on and it either involves email security issues or A group of unethical individuals stealing from peoples bank accounts. They are acquiring personal information somehow and using it to create profit for themselves by using the victims email and etc to create an account setup to be charged repeatedly every month. Its obvious!

  Business Response

  Date: 04/23/2023

  Hello there,

  I'm sorry to hear about this issue you've encountered! Not to worry though, I've checked our system, and I was able to locate the ticket you filed with us about this issue, which is ticket #*******. I am also happy to let you know that one of our wonderful support agents has already replied to you about this issue as well as resolved it for you. If you have any other questions or concerns about this issue, please reach back out to us through the previously mentioned ticket (Ticket #*******) and we will be happy to assist you further. Thank you! -KM

• Initial Complaint

  Date:04/19/2023

  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.

  Scibd continues to charge me $11.99 a month for a subscription which was cancelled over a year ago. To make matters worse, they claim to have no payment info on file and that I don't even have a paid account. These cowards provide no direct way to contact them, either by phone or email, so be very careful about signing up for a "free" trial.

  Business Response

  Date: 04/20/2023

  Hello ***, We are truly sorry for your experience, and it is one that we truly do not want our readers to experience. It sounds like you might have already contacted us. If that is the case, please provide the ticket number and we will be sure to respond as quickly as possible. If you have no sent us a ticket, please go here: ********************************* Then come back here and provide us with the ticket number that was generated. Again, I apologize for the experience. Hope to hear from you soon. -FC

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19958857
  
  I am rejecting this response because:

  No ticket number was generated, and I don't see any option for creating one.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/21/2023

  After further review, we did not locate a support ticket under the same email address that was provided here. Please note that when you submit your initial correspondence, your case will be labeled with a 7-digit number in the confirmation email you receive, so if you're able to locate that ticket number then we'd be able to get back to you quickly. Alternatively, if you're unable to locate a ticket number then it's possible that a different email address was used to contact us at ********************************* so we kindly ask that you provide the email address that was used as it would allow us to track down the ticket. Thanks again! -MW

• Initial Complaint

  Date:04/18/2023

  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.

  Llevo mucho tiempo tratando de solucionar Este problema les he mandado mensajes pero nunca contestan les he mandado correos los he llamado por ******* y ellos hacen cas omiso me siento estafada ******* y frustrada ante estos echos yo do empez asi me suscrib a scribd para leer unos libros y la subcribcion termino 15 /06 /2022 pero ellos han seguido conbrando desde mi cuenta de PayPal *********************** setiembre noviembre diciembre y enero por 7 meses la cantidad de ***** $ por cada vez an habiendo terminado con la suscripcin . Me comuniqu con PayPal y ellos me dijoeron que tengo que comunicarme con ellos pero ellos no me responden y as fueron pasando los meses le envi a PayPal la foto de la cancelacin scribd pero ellos no pudieron ayudarme , entonces tube que decir a PayPal que den lata theta por perdida as scribd para de hacer esos cobros y es por eso que los meses siguientes como febrero y los siguientes pararon la verdad nesecito ayuda ya no se donde ir y el tiempo pasa y nadie me soluciona mi problema aydenme por favor , gracias I have been trying to solve this problem for a long time I have sent them messages but they never answer I have sent them emails I have called them on the phone and they ignored me I feel cheated, mocked and frustrated by these facts I do started like this I subscribed to scribd to read some books And the subscription ended 06/15/2022 but they have continued charging from my PayPal account July August September November December and January for 7 months the amount of $***** for each time even after the subscription ended. I contacted PayPal and they told me that I have to contact them but they don't answer me and that's how the months went by I sent PayPal the photo of the scribd cancellation but they couldn't help me, so I had to tell PayPal to bother theta due to loss, so scribd stops making those charges and that is why the following months like February and the following ones stopped. The truth is I need help I don't know where to go anymore and time passes and nobody solves my problem please help me, thanks Desired Settlement: Billing adjustment

  Business Response

  Date: 04/19/2023

  Hola *****, siento mucho los problemas que ests teniendo para cancelar tu suscripcin. No he podido realizar un seguimiento de estos cargos con tu direccin de correo electrnico y necesitar informacin adicional para resolver este problema. Por favor, enva un ticket a travs de este enlace y tu solicitud ser enviada directamente a mi bandeja de entrada: bit.ly/social-help-support y trabajar en ello inmediatamente. Muchas gracias. -LC

  Hello *****, I am very sorry to hear about the trouble you are having canceling your subscription. I was not able to locate these charges with your email address and will need some additional information to get this taken care of for you. Please submit a ticket through this link and your request will be escalated straight to my inbox: bit.ly/social-support-help and I will get to work on this immediately. Thanks! -LC

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19950866
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** De La **** la subscripcin si estuvo cancelada , an as ellos siguieron haciendo los cobros por PayPal automticamente por 7 meses sin yo utilizar su servicio . Lo comuniqu a PayPal el banco  pero ellos no podan hacer nada ***** que scribd termine con eso pero ellos no pararon sigui mes a mes . Yo intent de todas las formas parar ese cobro pero ellos nunca respondieron lo **** que quiero es que me devuelvan mi dinero por favor que me rembolsen mi dinero aqu no se trata de que me van ****** a cancelar la suscripcin .l La suscripcin termino 15/06 /22  es simple yo quiero todo mi dinero por que la aplicacin de Scribd me trajo muchos ***************** y muchos problemas de salud por la impotencia de no tener respuesta de ellos por favor *****me que esto me da mucho dolor de cabeza . Gracias . Complaint: 19950866
  Complaint: 19950866
  
   I am rejecting this response because:
  
   Sincerely,
  
   *********************** De La **** the subscription was cancelled, even so they continued to charge PayPal automatically for 7 months without me using their service.  I communicated it to PayPal, the bank, but they couldn't do anything until scribd finished with it, but they didn't stop, it continued month by month.  I tried in every way to stop that charge but they never responded. The only thing I want is for my money to be returned, please, to refund my money here, it is not about helping me to cancel the subscription. The subscription ended 15/ 06 /22 It's simple, I want all my money because the Scribd application brought me many headaches and many health problems due to the impotence of not having an answer from them. Please help me, this gives me a lot of headaches.  Thank you .  Complaint: 19950866
    
  

  Business Response

  Date: 04/24/2023

  Hola Anggy, he podido localizar nuestra comunicacin anterior del **************** 2022. No hemos recibido ninguna respuesta ni verificacin por correo electrnico de la cuenta que est causando los cargos. Si desea que la cuenta se fusione con su cuenta principal, enve un nuevo ticket de soporte. Siento mucho los problemas que esto le ha causado. He podido efectuar los reembolsos correspondientes a noviembre, diciembre y enero. Debera ver los fondos en su cuenta en 5-7 das laborables. Me gustara poder hacer *** **** nuestros procesadores de pagos no aceptan reembolsos de pagos de ms de 6 meses. Si tienes alguna pregunta, puedes ponerte en contacto conmigo en bit.ly/social-support-help Gracias! -LC
  
  

• Initial Complaint

  Date:04/17/2023

  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 did not subscribe to this company thiervis no customer service number all robotic emails from different people charged my bank 4 months

  Business Response

  Date: 04/18/2023

  Hello ****, I am very sorry to hear about your experience and would like to resolve this for you as soon as possible. Please submit a ticket through this link and your request will be escalated straight to my inbox: bit.ly/social-support-help. If you have already submitted a ticket please include the ticket number with your request. Thanks! -LC

• Initial Complaint

  Date:04/17/2023

  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 canceled the SlideShare trial immediately and should not have been charged. They have now charged me $12.95 nine separate times (08/12/22, 09/12/22, 10/12/22, 11/11/22, 12/11/22, 01/11/23,02/12/23,03/12/23,04/12/23), adding up to $116.55 stolen from me.

  Business Response

  Date: 04/18/2023

  Hello *******, I am very sorry to hear about your experience and the unexpected charges you received. In order to look further into this I will need you to create a support request in order to protect your privacy. Please submit a ticket through this link and your request will be escalated straight to my inbox: bit.ly/social-support-help. Thanks! -LC

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19945807

  I am rejecting this response because:
  

  They said they wouldn't help becuase I notified my bank about the latest transactions. My bank does not go back to 2022, so I'm still out 5 x ***** = $64.75.

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

  Business Response

  Date: 04/21/2023

  This customer has filed chargebacks with their banking institution, and are therefore not eligible for any further refunds. 
  
  From Scribd Help Ticket #*******:
  
  Ive reviewed your account, and I see that youve filed a chargeback for the 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.
   
  We also responded to the customer's initial pushback with the following:
  
  I am truly sorry, but any additional refund requests must go through your bank going forward. Please contact your bank directly for more information or further assistance.
  
  Because of the chargeback they had filed through their bank, we can offer no further refunds.
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19945807
  
  I am rejecting this response because they said they won't help me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/04/2023

  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 continued to charge my credit card for four months after I had canceled my subscription. I canceled online and received a cancelation confirmation in October 2022. I was then charged $11.99 for October (after I had canceled), January, February, and March.

  Business Response

  Date: 04/09/2023

  Upon review of the email address provided by the customer, we can confirm that they have an open ticket with **, under ticket number #*******, and are already working with our support team. A specialist has located the source of the charges they are seeing and have responded with more information. Please remind the customer to continue corresponding with us via email so we can make sure their issue is resolved quickly and efficiently. Thanks! -VG