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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.

    Please enter a valid location.

    • 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:05/15/2023

      Type:Customer Service 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 not able to locate the account information for which I am being charged. My main email says I am unsubscribed since January. I am still being charged. I do not know how to access the account that is still active. Their website is USELESS and not account recovery options. The charge will hit on 5/16 and I seriously do not want to give them another dime. This is criminal. The charge on my account has their old address. Someone is STEALING from me.

      Business Response

      Date: 05/16/2023

      Hi there ****,

      Thank you for your message! We would love to further assist you with this. If you have a ticket open with ** already, please update your review with the ticket number. Otherwise, please submit a ticket to our support team through this link:bit.ly/social-support-help

      Thank you and have a great day!

      Customer Answer

      Date: 05/16/2023

       
      Complaint: 20063355

      I am rejecting this response because:
      You are not doing what I am requesting. And no explanation as to why I have been charged. hm. The next message from you should include a confirmation of what I have been charged from ***********************************************************

      Business Response

      Date: 05/16/2023

      **************,

      If you are being charged by **, this means that there is an account with an active subscription that is causing these charges. Since we were not able to locate an account with the information you provided, we will need to investigate this issue further before we can provide any information on these charges. As mentioned in our previous reply, we will need for you to reach out to ** so that we can assist you further with this issue by creating a ticket through this link: bit.ly/social-support-help. Of course, if you have already created a ticket with ** through this link, then please let ** know your ticket number instead so that we can assist you further with this issue. Thank you! -KM

    • Initial Complaint

      Date:05/13/2023

      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.
      SCRIBD falsely claims I started an account with them. I did not and have no record of any interaction in my email archives or trash folders. Their claim is totally false and this account was criminally opened by another party. They claim I have an account but were unable to send a password reset my email because they didn't have my account information in their system.

      Business Response

      Date: 05/14/2023

      Hello ****, Thank you for submitting a support ticket. I will be reaching out to you directly to follow up on this. Thanks -LC

    • Initial Complaint

      Date:05/11/2023

      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 emailed the company to cancel my subscription several times with no response. I never used the service after an initial free trial in July 2020 and realized they have been continuing to bill me for this service monthly since then. I never received an invoice or email confirmation. My attempts to reach out to the company have gone unanswered. I am seeking a full refund of $360.

      Business Response

      Date: 05/11/2023

      Confirmed that the customer opened an account on June 24, 2020, with ke****************. At registration, they agreed to Scribd ToS and the recurring subscription. They did file chargebacks for multiple charges but it appears their bank resolved the chargeback claims in favor of Scribd as seen in help ticket #*******. Thank you! -MW

    • Initial Complaint

      Date:05/10/2023

      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.
      Scribd is bordering on a business scam. For context, I've reached out to Scribd because I kept having $11.99 charges on my credit card, but I couldn't find my account with them. I don't remember signing up for Scribd, but I tried signing in with a few of my emails, and none had a subscription that was associated. I've provided an image of proof of the charge, the last four digits of my credit card, and additional information. All of which was information enough to locate the account. However, ********************** support reached back to me requesting the full credit card number. This is an unethical business practice and poses high risks for customer data leaks. Plus, they took 5 weeks to reach out to me, who does that?#*******

      Business Response

      Date: 05/11/2023

      We have located an active subscription that probably belongs to the customer and are generating this charges. We have informed the user about this account and are waiting for the customer confirmation. After the confirmation we will proceed with the cancelation and refunding. Ticket number is: #*******

    • Initial Complaint

      Date:05/08/2023

      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 did not subscribed to this service. Tried to contact through email. Sent letter to company in **********, put a stop payment on this company through the bank and still this company takes $10.88 a month for the past 4 months. I looked on the web site and it says there is no card on file but it does not let me cancel and there is no number to call. But they still manage to get my money. I do not you Apple Pay or ******* I want them to stop taking my money and give me a refund. STOP SUBSCRIPTION

      Business Response

      Date: 05/09/2023

      User have two free accounts that weren't charge and three tickets created on last month but they didn't reply to our request for more information in order to locate their account and solve the situation. I have reply to them once again on the ticket #******* requesting the information we need to locate the account charging them. 

      Once we have located the account charging them, we will be able to cancel and refund these transactions. -FP

      Customer Answer

      Date: 05/09/2023

       
      Complaint: 20030327

      I am rejecting this response because:

      Sincerely,

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

       

    • Initial Complaint

      Date:05/05/2023

      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 charged for a monthly fee after i cancelled and I can't get a refund through their automated system.

      Business Response

      Date: 05/05/2023

      While the image provided does confirm that an automatic refund was granted, this was confirmed through a support ticket as well.

      From Scribd help ticket *******: "Our system shows that the subscription on your Scribd account was renewed on April 21, 2023, as there was no prior cancellation on the account.


      Reviewing your account, an automatic refund of your last payment was granted per our Refund Policy on May 5, 2023, and we've confirmed you successfully canceled the subscription on April 25, 2023, so there will be no additional charges. 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."

      A refund $13.22 USD was approved on May 05, 2023 at 18:28 UTC.

    • Initial Complaint

      Date:05/02/2023

      Type:Sales and Advertising 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.
      On May 1 2023 I had a $12.52 charge debited from my pay pal account from ********************** I have never heard of this company and want to know how they can just take funds from people's accounts, I looked them up and could not find any way to contact a customer service provider to speak with about refunding my money that's why I have come here.

      Business Response

      Date: 05/03/2023

      According to our ticket system, we do not have any record of previous attempts to contact Scribd in order to resolve this issue. This is the first time we have heard from the customer.

      The customer opened an account on March 15, 2023 with the email ********************* in order to access the document "****************** and Letter Combined". At registration, they agreed to our ToS and recurring subscription. Their subscription has been canceled and they have already been refunded in accordance with our Refund Policy. Thanks! -FP

    • Initial Complaint

      Date:05/01/2023

      Type:Billing 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.
      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:
      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.
      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:
      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.
      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,

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

    Scribd is NOT a BBB Accredited Business.

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