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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.
    • 57 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:01/19/2023

      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.
      Upon reviewing my bank statement, I have noticed unauthorized charges from scribd.com. Checked through my email accounts and found unopened unresponded emails from 2022. I had never signed up for the scribd.com account, and my online account was not activated. It was never used during the "subscription" period that I had never signed up for. I tried reaching out to their customer support with no luck. I need to have the 3 charges (November 21, 2022 / December 21, 2022 / and the most recent January 19, 2023) refunded. This is a scam what they are doing, taking someone's card information and charging it without the cardholder's consent. Please help resolve this

      Business Response

      Date: 01/21/2023

      Thank you for bringing this to our attention.

       

      After further review, we are not able to locate the charges with the information provided this far. Please have ****** submit a ticket to our support team here: ********************* and include the PayPal transaction ID to help us locate the account. Once the ticket is submitted through that link, it will be escalated to a specialist who will follow up with her within 24 - 48 hours. 

       

      Thank you again! - MR

    • Initial Complaint

      Date:01/11/2023

      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.
      Hello, I had signed for membership which being charged directly to my checking account in the amount of $10.73. Sometimes in may, payment changed without any notification, from $10.73 to $12.89 and I was being charged without my knowledge, since they were directly withdrawing from my checking account; a $2.16 overcharge, over 8 months (May 2022 to December 2022) totaling to $17.28.Additionally, on September 27th 2022, they charged me $35.00 in addition to the monthly fees of $12.89 that I didnt agree to. I have no idea why I was charged that much. Once I realized the fees went up, I went to my bank to see how long did they change my payments and thats when I saw the $35.00 charges. I have tried to reach out to them, took screenshots of my membership from their app with details of my bank account, and pages from my bank showing their charges and send to them. They dont have a phone number so all communication is through email, and they kept bouncing me off to 3 different people and suddenly stop communicating and to this day havent refunded my money.To conclude, I would still like to be refunded the overpayment of $17.28, along with the $35.00; for a total of $52.28 back in my bank.I had asked for them to cancel my membership as of December 31st, 2022, but they still charged me for ******* 2023!Please assist me retrieve my money back, as its the right thing to do.Sincerely,*****

      Business Response

      Date: 01/13/2023

      Thank you for bringing this to our attention. 

       

      After further review, we have located ******* open ticket #******* and have escalated it to a specialized team who is best equipped to handle their concerns. A specialist will be looking over the ticket and following up within 24 hours. If ***** has any further questions, please have them follow up with the specialist in their ticket. 

       

      Thank you again, have a wonderful day. - MR

    • Initial Complaint

      Date:01/06/2023

      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.
      Upon reviewing my credit card statements, found unauthorized charges from scribd.com. Checked through my email accounts and found unopened unresponded emails from October 2022. I had never signed up for the scribd.com account, and my online account was not activated. I had to request a password and found that the name they have on the account isn't mine. It was never used during the "subscription" period that I had never signed up for. A refund was requested for all charges that had been made on my account however they only refunded one payment per their "policy". Horrible business practice.

      Business Response

      Date: 01/06/2023

      Thank for bringing this to our attention. 

       

      After further review, we can confirm that the refund was processed through the automated system however, we are happy to look into this further. 

       

      That said, we went ahead and refunded the invoice for November 20, 2022  as we can confirm that the subscription was not used. If the charge is still pending, Taryn will see the debit disappear from their bank statement. Otherwise, please allow 2-5 business days for the refund to process. If ***** has any further questions, please have them reach out to our support team here: *********************. We would be happy further assist. 

       

      Thank you again, have a wonderful day!  -MR

       

       

       

       

       

       

    • Initial Complaint

      Date:01/02/2023

      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've been charged by scribd for a monthly subscription for over two years. I unfortunately never realized I had this monthly charge. I never used their services in my life. Nor have I heard of them. I want a refund for every month i've been charged.I have called Scribd, *** at their hard to find phone number and the answering service says it does support phone support and I was never able to speak to a live person regarding this authorized monthly charge on my credit card for more than two and half years, and I want the fully refund of all these two and half years monthly charges asap.

      Business Response

      Date: 01/03/2023

      Thank you for bringing this to our attention. 

       

      After further review, we have located the subscription that Weibo is being billed for. We can confirm that a free trial was started back in 05/12/2020 in order to download "Calculus (9rd Edition) - ***********************, ************************* and ***********************". The subscription was never canceled which is why ***** has been billed since. 

      That said, we do show that the user has now canceled the subscription as of January 03, 2023 and no further billing will occur going forward. We also went ahead and processed a refund for the last 6 months as a courtesy however, no further refund can or will be provided. Our billing system unfortunately, does not allow any refunds to be processed beyond six months which is why we have processed a refund for the maximum amount of 6 months. 

       

      If any of the charges are still pending, Weibo will see the debit disappear from their bank statement. Otherwise, please allow 2-5 business days for the refund to process. If Weibo has any further question, please have them submit a ticket to our support team here: ***************************;

       

      Thank you again, have a wonderful day. - MR

       

    • Initial Complaint

      Date:01/02/2023

      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 recently found monthly charges to my PayPal account in the amount of $11.99 from August 28, 2022 to December 8, 2022. I used this service one time to listen to one Podcast and immediately cancelled. I have not gone back to their Website or used their services since. They offer no way to contact their customer service department other than a bot based loop that never gets you to an actual customer service representative. I couldnt find any email address readily available on their site either. This company should not be in business and after reading how many others have had similar complaints Im not sure why theyre still being allowed to operate.I am requesting a full refund for these charges as they were not authorized nor was their service utilized by me after my cancellation request. I have put in another request for cancellation. I would also like an acknowledgement that has been received and processed.

      Business Response

      Date: 01/03/2023

      Thank you for informing us.

      We located the users account via their email and can confirm it is not subscribed to **, however, we located a related account under a different email. That account is subscribed and resulted in their recent charges. 

      I have canceled and refunded that account. If the payment was still "pending" please inform them they need to allow some time for it to cancel, otherwise, refunds typically process within 3-5 business days. 

      I have also sent them a follow up email, so please inform them to check their inbox (and spam) for our reply via email and to reply on that message if they need any additional assistance and I'll help them out ASAP. Thanks! -EC

    • Initial Complaint

      Date:12/27/2022

      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 signed up for two trial accounts on scribd last year and canceled each trial before ends. I know see that my credit card has been charged for more than a year, twice a month. In total my credit card is charged 25 times without me even knowing it.I want full refund.

      Business Response

      Date: 12/29/2022

      We apologize to the user for any confusion and we appreciate them letting us know. 

      We located the two accounts via their email address and we can confirm neither were canceled by the user until after their most recent payments went out. As explained in our Subscriber Agreement (**********************), charged are on a monthly basis and will continue until unless their subscription is terminated by Scribd or canceled by the user. 

      That said, we have refunded their most recent payments as outlined in our Refund Policy (**********************). If either payment was still processing. they need to allow time for it to cancel, otherwise, refunds typically post within 3-5 business days and they will not be charged again. 

      I have also merged their accounts together to prevent future confusion and sent them a follow up email containing more information on their merged accounts. If they have any additional questions or concerns, please advise them to respond to me via email and I will assist them there as soon as possible. 

      Thank you for your time and have a great day -EC 

      Customer Answer

      Date: 12/29/2022

       
      Complaint: 18647982

      I am rejecting this response because:

      I clearly remember canceling both accounts prior the end of my trial. I even got a message that you still have x amounts of days to enjoy although you have canceled the accounts. If it has not gone through, I think it is an issue with your website (or the way you are handling the cancellations) 


      The fact that my subscription was still ongoing is beyond me. I am sure you agree that paying double the monthly fee from the same credit card for accounts that I canceled is not reasonable. I would need full refund for these accounts. 

      Sincerely,

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

      Business Response

      Date: 01/07/2023

      Thank you for bringing this to our attention. 

       

      After further review, we have confirmed that neither account was canceled which is why the user was billed on both accounts. That said, we went ahead and canceled both subscriptions as well provided a total of 6 month refund on each account. No further refunds can be provided as our billing system has a 6 month limitation. Please let ******** know if the charge is still pending, he will see the debit disappear from his bank statement. Otherwise, please allow 2-5 business days for the refund to process. 

       

      If ******** has any further questions, he is welcome to submit a ticket directly to our team here: *********************. Thank you again, have a great day! - MR

    • Initial Complaint

      Date:12/26/2022

      Type:Product 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.
      Ive been charged by scribd for a monthly subscription for over a year. I unfortunately never realized I had this monthly charge. I never used their services in my life. Nor have I heard of them. I want a refund for every month ive been charged.

      Business Response

      Date: 12/28/2022

      Thank you for bringing this to our attention. 

       

      After further review, we were able to locate the subscription with the information provided. The account was registered under the email address **************************** in order to obtain a free trial on May 23, 2022. Please advise ************** that we are an audiobook and e-book subscription company and the charges she is seeing is for our monthly subscription fee. 

       

      That said, we went ahead and canceled the service to ensure she is no longer billed going forward. We also went ahead and refunded the last 6 invoices. If the charge is still pending, you will see the debit disappear from your bank statement. Otherwise, please allow 2-5 business days for the refund to process. No further refund can be provided as our billing system does not allow us to refund past 6 months. 

       

      If ***** has any further questions, she can submit a ticket directly to our team here: https://scr.bi/assist. Thank you again, have a great day. - MR

      Customer Answer

      Date: 12/29/2022

      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.

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

    • Initial Complaint

      Date:12/22/2022

      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 recently went through bank statements and saw I was being charged $11.99 for Scribd.com. I looked it up and have never signed up for this service. I have gone back as far as OCT 2022 and saw a fee come out monthly, so far Scribd.com charged me three times, total fee charged on my account is $35.97. I tried to cancel a membership or speak to someone but can not talk to anyone.

      Business Response

      Date: 12/23/2022

      We apologize to the user for any confusion. ********************** is a digital reading subscription that brings subscribers monthly access to the best books, audiobooks, news, and magazines. The charge they are seeing is likely for our monthly subscription fee.

      We reviewed our system, located an account with their email, canceled and refunded it, and sent them an email with more information. Please advise them to check their inbox (and spam) for our reply and to email us back if they need any additional assistance. Thanks! -EC 

    • Initial Complaint

      Date:12/21/2022

      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 has been charging my debit card without permission. When I became aware of this on my rarely used account, I contacted them and they are very slow to respond via email and refuse phone communication. I believe this is a fraudulent account, yet they refuse to handle this in a timely manner. I cant resolve by canceling an account that I never made. Shut this company down already- how many people must be taken advantage of before their actions are considered predatory and criminal?

      Business Response

      Date: 12/22/2022

      We apologize to the user for any delay in support. We do not offer phone support, however, we can confirm that one of our agents is already assisting them via email. The agent has been diligently assisting them daily since they first contacted us, so please inform them to continue to work with our payment specialist via email as their ticket is already in good hands. Thanks for your time and have a good day -EC 

    • Initial Complaint

      Date:12/20/2022

      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.
      Unauthorized charges for monthly membership that I don't have. Never created an account with scribd. All emails I have were not recognized for login to attempt to remove my debit card from the site. My ****** and ******** denied login attempts as well. (Debit card not associated with ****** or ********) No customer service number or way to contact a representative. Had to lock my debit card and request a replacement due to being unable to stop any further charges.

      Business Response

      Date: 12/20/2022

      Thank you for bringing this to our attention. 

      As we are unable to bill without prior authorization we will want to look into this further. We were also unable to locate a subscription with that email address which means it is registered under a different email. That said, we will need more information to locate the charges and ask that ****** submit a ticket to our support team directly via this link: https://scr.bi/assist. Once the ticket is submitted through that link, the request will be escalated and a specialist who will follow up with her within 24 - 48 hours. Thank you! - MR

    Scribd is NOT a BBB Accredited Business.

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