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Business Profile

Internet Services

Scribd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

This business has 1 alert

Complaints

This profile includes complaints for Scribd's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Scribd has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Scribd

      460 Bryant Street, #100 San Francisco, CA 94107

    • Scribd

      539 Bryant St Ste 200 San Francisco, CA 94107-1269

    • Scribd

      333 Bush St Ste 2400 San Francisco, CA 94104-2806

    Customer Complaints Summary

    • 250 total complaints in the last 3 years.
    • 74 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am getting monthly charges on my Am Ex for a subscription to Scribt. I did not order this, nor did my husband. I filed a dispute with Am Ex and ****** stated they had my credit card on file for a monthly subscription. I did not ever sign up for this. I go online and they say I need my order number. I don't have an order number because I never signed up. My card is being used fraudulently and I want it to stop.

      Business Response

      Date: 06/20/2023

      Hello ****,

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

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

    • Initial Complaint

      Date:06/08/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been billed by Scribdinc for an unknown product or service for the previous 3 months, twice per month for a total of ***** June 3-***** May 26- ***** May 3-***** April 26-***** April 3-***** I did not order nor request any service or product from this company *********** has obvious issues with fraud and state to request a refund within 30 days on the online chat system which does not work effectively and loops you within the system with no resolve

      Business Response

      Date: 06/08/2023

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

    • Initial Complaint

      Date:06/01/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my subscription AND intentionally did not update my billing info because I dont use Scribd and have not since May 2020. At first, this was reflected by my not being billed in June 2020, but they have billing my card for two years, AFTER I CANCELLED ONLINE. I am unable to login and find any billing info as it says I don't have an account anymore since I canceled. ALSO, they emailed me and the email implicitly states my subscription would be canceled if I didnt update my billing information. I didn't update my card, but they still billed me. They have been illegally billing me after I canceled for almost two years, and need to refund the charges. Y

      Business Response

      Date: 06/01/2023

      Hello *****,

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

      Customer Answer

      Date: 06/01/2023

       
      Complaint: 20128857

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

      Sincerely,

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

      Business Response

      Date: 06/02/2023

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

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

    • Initial Complaint

      Date:05/27/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am getting charged for a Scribd membership when I have never authorized or signed up for a membership. There seems to be no way to cancel without logging into their site with sure info which I dont have. I will probably have to cancel the credit card. I would like a full refund.

      Business Response

      Date: 05/29/2023

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

    • Initial Complaint

      Date:05/19/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Fraud ?? Alert Scribd signs you up for a subscription automatically, WITHOUT your permission.. ************ is committing fraud and there needs to be a class action lawsuit. I want my money back, they have zero proof I agreed to anything. ************ is a scamming people out of their money. Something needs to be done ASAP!! The picture I'm attaching shows I have ZERO history with them. If I'm not actively reading or listening to anything then how do I even have an account?

      Business Response

      Date: 05/19/2023

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

      Customer Answer

      Date: 05/21/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • 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,

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

       

    Scribd is NOT a BBB Accredited Business.

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