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:10/10/2022

  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.

  Canceled after free trial. 6 months later saw a recurring change of ***** on my bank statement. When trying to cancel the account, I can't log in ** I have no account. I had to cancel my debit card. My bank told me to cancel my account with Scribd and I can't bc I don't have an account. There is no phone number to call. Their on line resolution is no help

  Business Response

  Date: 10/11/2022

  Thanks for informing us! We located the users account via the email they provided. It looks like a subscription was set up via the uses email address a while back to view some of our premium documents, including: "Construction Surveying and Layout Third Edition" (https://www.scribd.com/document/344314864/Construction-surveying-and-Layout-third-edition). We're a monthly subscription service and the subscription was never canceled, which is why they were charged. 

  We have canceled their subscription and refunded their recent charge per our Refund Policy. We also replied to them via email, so please inform them to check their inbox (and spam) for our reply and to let us know via email if we can be of any additional assistance. Thanks! -EC

• Initial Complaint

  Date:10/07/2022

  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.

  Since June 28, 2022 I have beee charged $9.99 for Scribd **** I created an account and used the free trial and made sure to cancel within the window. However, I have been charged monthly for this service. Everytime I send an email I never get a response. Not even a ticket number or reference number for the problem. There is absolutely no effective communication within the company and I would compare this to someone going into your bank and stealing your money with no regard for you or the business they work for. Reading it seems that this is a consistent problem with several other individuals. You must fix this. It is wrong ethically, morally, and shows complete disregard not only for the customer, but for people in general.

  Business Response

  Date: 10/08/2022

  Thank you for bringing this to our attention. After further review, we can confirm that a specialist has followed up with ******* through his ticket  #******* (A screenshot has been attached).

  If ******* has any further questions or concern, please have him reach out to the specialist directly as they will be the best point of contact. Thank you, have a great day! - MR

• Initial Complaint

  Date:10/05/2022

  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 have been trying to cancel a free subscription but keep getting sent in a loop. This is rediculous. I have now been charged twice for something O have not used. I have not found a phone number or email. I want a cancellation and refund. I want to know what other avenues I can ****** because I believe they are not allowing people to even contact them

  Business Response

  Date: 10/06/2022

  Thank you for bringing this to our attention. 

  
  
  We have located ***'s account and have canceled the subscription. We also went ahead and provided a refund for the last two invoices as a courtesy. Please let *** know that the If the purchase was still in a "Pending" state on her card, it will simply disappear; otherwise please allow up to a week for the refund to clear.

   

  If there is anything else we can help with, please have *** submit a ticket to our support team here: https://scr.bi/assist. Thanks again, have a great day! - MR

  
  

• Initial Complaint

  Date:10/03/2022

  Type:Sales and Advertising 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 am being charged monthly by Scribd for a service I no longer want. I tried to cancel by phone but Scribd does not offer phone support. I tried emailing them several times to the [email protected] email address with no response. I tried messaging Scribd on FB Messenger, but received only automatic replies. Scribds ******* account does not accept direct messages. Its clear to me this is a company that takes your information for one purchase and intends to never stop charging you.

  Business Response

  Date: 10/04/2022

  Thank you for informing us! We apologize for the delay. While were excited that the Scribd community is growing as rapidly as it is, weve admittedly not been able to reply as quickly as wed like to. We're working to improve this moving forward and, in the meantime, I'm more than happy to help in any way I can.

  That said, I reviewed our system for the users email and was not able to find a record of a subscription. I did find one unsubscribed account, however, I was not able to locate any active subscriptions. If they have a more recent charge, there must be a duplicate account under a different email resulting in these payments. 

  I have escalated their email to the top of our queue and replied to them there so we can assist them sooner. Please inform them to check their inbox (and spam) for my email and I'll wait for their response. Thanks! -EC 

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have since been contacted by the company. They have located my information and have issued me a credit.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  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 never heard of or subscribed to this "scribd" company. Yet I somehow ended up getting a monthly subscription to them and they have charged me $11.99 without my consent, agreement, or knowledge of what the company even is. This is a major red flag and seems like a scam, upon research there are many accounts of the same happening.

  Business Response

  Date: 10/03/2022

  Scribd is a monthly reading subscription that provides users with the best ebooks, audiobooks, magazines, and more. The charge they are seeing it for our monthly subscription service. 
  
  We located an account under the email the user provided and can confirm it was set up about a month ago and canceled by the user yesterday. We refunded their recent payment per our Refund Policy and can confirm we will not charge them again.
  
  If the payment was still processing, please inform them to allow some time for it to cancel, otherwise, refunds typically process within 3-5 business days. 
  
  We apologize to them for any inconvenience and please have them reply here if they need more help. Thanks! -EC

• Initial Complaint

  Date:09/25/2022

  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 made a trial subscription of Scribd in December 2021 and for that gave my credit card info, but canceled before the trial period was over. I realized today that the subscription has been billed monthly to my credit card. I went to my account on Scribd's website and checked i have no active account nor any credit card officially registered there, but somehow I'm still being charged. I want a full refund plus compensation for the fraudulent behaviour

• Initial Complaint

  Date:09/23/2022

  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 started a free trial on Scribd in August of 2019. Despite cancelling my subscription after I noticed it expired, Scribd has been charging me monthly as recently as August 2022. Their is no subscription to their service that is listed in the settings of my Apple ID, or even in my account info on their website - and under their payment history tab there is no log of these charges. There is supposedly not even a card on file, yet somehow they have charging me under my nose. I want a complete refund and explanation for why I have been charged despite not having subscription with their service.

  Business Response

  Date: 09/23/2022

  Thank you for bringing this to our attention.

   

  After further review, we were unable to locate any account with the information provided thus far. We have also looked for tickets that ****** may have submitted however, it does not look like he has previously reach out to support regarding this matter. That said, we would be happy to look into this and locate the account that ****** is being billed for. To better assist ******, please have him submit a ticket to our support team here: https://scr.bi/assist. By submitting a ticket through the link provided, it will be automatically escalated and a specialist will follow up with him within ***** hours. 

   

  Thank you again, have a great day! - MR