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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

    • 264 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:09/03/2022

      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.
      I cancelled my subscription after my monthly charge last month, but was just charged another $12.89 today (9/3/22). I attempted to cancel my subscription again but it's still showing a pending charge for next month so I'm sure this is going to happen again. I would like them to refund me for the previous charge and ensure that my subscription has been cancelled. My account username is shelby9anderso-28707.

      Business Response

      Date: 09/04/2022

      Thanks for informing us! We located ******'s account via their email address and can confirm it was never canceled, which is whey they had on going charges. 

      I've refunded their last 2 payments per our Refund Policy and made sure the subscription is canceled. If either of the purchases were still in a "Pending" state on their card, it will simply disappear; otherwise please inform them to allow up to a week for the refund to clear.

      The best way for them to confirm their subscription is now inactive is to sign in and review their account settings. Please have them let us know if they need help signing in. Their free Scribd account will remain accessible, so they'll still be able to share documents and use Scribds free features. In some cases, full versions of documents available on Scribd may only be visible to Scribd subscribers.

      Should they decide to purchase a subscription in the future, they can cancel it at any time through their Account Settings. When a subscription is canceled, the subscription will remain accessible until the end of the current time that you've paid for, but will not bill them again. We have more detailed instructions in our help topic, "How to cancel your subscription". (https://bit.ly/3gxxTVT) 

      Please have them let me know if there's anything else I can help with - thanks! 

      Customer Answer

      Date: 09/04/2022

      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.

      Sincerely,

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

    • Initial Complaint

      Date:09/02/2022

      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.
      Unauthorized transactions from October 2021 till today. I have never subscribed to Sri d before. Didnt even know what it was until I had to ****** it. They have been charging my credit card for the past 12 months. I want them to refund my money because I have never subscribed to Scribd. They started by charging me **** monthly from October 2021 through May 2022. Then started charging me ***** from June to September 2022. The receipt below is just one of many.

      Business Response

      Date: 09/04/2022

      We apologize to them for any confusion. Scribd is a monthly subscription service that provides subscribers with monthly access to ebooks, audiobooks, magazines, and more. The charge they are seeing is for our monthly subscription fee.

      I reviewed our system and found an account associated with their email address that was subscribed to us about a year ago and used to access this document: https://bit.ly/3CTBtqw

      We're a monthly subscription service and our system doesn't show a prior cancellation on the account, which is why they were billed.

      I've refunded their recent payment per our Refund Policy and made sure the subscription is canceled. If the purchase was still in a "Pending" state on their card, it will simply disappear; otherwise please inform them they will need to allow up to a week for the refund to clear.

      I also emailed them to provide more information, so please have them check their inbox (and spam) for my email and to let me know by replying via email if they need any additional assistance. Thanks! -EC

    • Initial Complaint

      Date:08/20/2022

      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.
      I started a 30 day trial at Scribd and I cancelled right before my 30 day trial ended, and then every month on my credit card statement I would see a charge of $10.22 a month for Scribd. I had a lot of other subscriptions at the time so I didn't pay any attention to it. It wasn't until I closed my other subscriptions that I noticed I was still being billed $10.22 on the 8th or 7th like clock work, so I went in July and cancelled my subscription but noticed now that I was billed yet again for $10.22 for Scribd, and when I went back to the site to try and see if I had an account the website could not find me.

      Business Response

      Date: 08/21/2022

      Thank you for informing us! Our support team can help this user, however, we do not see a ticket in our queue from this user. Please have them email us via this link: https://scr.bi/assist and one one of our agents will help them out within 24 hours -EC

    • Initial Complaint

      Date:08/18/2022

      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.
      This company keeps charging me for services and a membership that I do not have and I have no account with them I have canceled and closed and deleted all my accounts they don't even have my credit card information listed anywhere in the accounts that I canceled. They continued to charge me ***** for the past 3 months and I don't have an account with them and they need to remove my information from their system. Such a scam.

      Business Response

      Date: 08/18/2022

      Thanks for informing us! I located the users account via the email they provided and I can confirm they never entered their payment details. I also reviewed our system for any related accounts via email and I can confirm they are not subscribed to our monthly subscription service. As we cannot charge without an active subscription, this means the subscribed account is likely under a different email address.

      Our support team can help them locate the source of their charges, we'll just need them to email us. Please have them use this link to contact support: https://scr.bi/assist and one of our agents will help them out within 24 hours.Thanks! -EC

      Customer Answer

      Date: 08/19/2022

       
      Complaint: 17733892

       

       

       


      I am rejecting this response because:

       

      I have contacted them three different times using their methods and they can contact me by email directly to resolve this issue and if it continues I'm going to keep filing complaints

      Sincerely,

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

      Business Response

      Date: 08/23/2022

      Thank you for informing us! We do not see any tickets in our queue from anyone with the email contessa****@gmail.com (redacted for security). If they emailed us, please tell them to provide their ticket number, otherwise, use this link to email us to ensure they're emailing us correctly: https://scr.bi/assist -EC
       

    • Initial Complaint

      Date:08/08/2022

      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 have subscribed to this service on and off for a few years now. However, I canceled my subscription after using it for one month in July 2021. Recently, I discovered that I have been billed monthly despite having canceled it. In the last three months, I have canceled it each time i.e. monthly, and somehow the subscription keeps getting reactivated and they keep withdrawing my monthly fee. This is overt theft. Ive never seen anything like this. One of the screenshots shows the message I receive each time I cancel. It is obviously very carefully worded to avoid making any specific commitments about cancellation. Very sketchy.

      Business Response

      Date: 08/08/2022

      Thanks for informing us 

      We located the users account via their email and can confirm it was never canceled, which is why they were billed 

      We canceled it for them and refunded their two most recent payments. If either payment was still "processing" it will cancel and never charge, otherwise, please inform them to allow 3-5 business days for their payment to return. 

      Please let them know they can still access their account to confirm it is now inactive. Their free account will remain accessible, so they can still access some of our free documents. 

      If they have any additional questions or concerns, please have them update here, otherwise, we hope they have a great rest of their day -EC

    • Initial Complaint

      Date:08/07/2022

      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.
      The company Scribd I signed up for a FREE and I cancelled immediately and have proof and they have been charging me for months and costing me several over draft bank fees and they keep playing games saying first they couldnt find my account and now they cant cancel my account without my whole card number Its very very shady

      Business Response

      Date: 08/08/2022

      We apologize to this user for any confusion

      We located the email correspondence between one of our agents and the user via the email they provided, and we can absolutely help clarify a misunderstanding here

      We will never ask users for their entire debit/credit number. Rather, our agent was requesting the first 6 and last 4 digits of their card number only. The first 6 digits on a card serve as the Bank Identification Number (***) and the last four are unique identifiers. As their subscription is not active under their email, we need additional information to locate the account, and the *** and Unique Identifier are one of the ways we can run a query through our system for the account resulting in their charges. Please inform them to never provide their entire debit/credit card number via email. 

      That said, we have followed up with them via email to help clarify what we need to locate the source of their charges, so please have them check their inbox (and junk mail) for our reply and we'll keep an eye out for their response. Thanks! -EC 

    • Initial Complaint

      Date:08/01/2022

      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.
      A recurring charge of **** keeps being deducted from my card by a service company with the name "Scribd" I already cancelled my subscription but they keep reinstating it. I just received another charge of **** today 8/01/22 while I canceled a few days ago. And it's not the only time I canceled it.

      Business Response

      Date: 08/01/2022

      Thank you for informing us 

      We located the users account via their email and can confirm it was never canceled, which is why they had ongoing charges

      We canceled their subscription and refunded the recent charge on their account

      We also sent them an email relaying this information, so please advise them to check their inbox (and spam) for our message and to let us know via email if they need additional assistance.

      Thanks! -EC 

    • Initial Complaint

      Date:07/29/2022

      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 have Tried repeatedly to cancel my account with scribd. I have done it exactly according to instruction. They continue to **** me monthly. I have disputed it on my credit card and have gotten refunds and they still continue to **** me monthly. I even deleted my account and they still continue to **** me monthly.SCRIBD has got to be the biggest scam, ripping off who knows how many people every month Who don't check their credit card statements. For all that is holy please make them stop billing me!!! At this point they owe me money for all the time I've invested in disputing this muting this and canceling my account and and canceling my subscription. Literally hours because this has gone on for months.

      Business Response

      Date: 07/30/2022

      Hello, thank you for bringing this to our attention.

       

      After further review, it looks like the user had a second account under the email - ****************. This account was never canceled which is why the user was still billed. 

       

      We also see that the user did reach out previously however, she never responded to the email from our support team (screenshot attached). 

       

      That said, we went ahead and canceled the subscription as well as refunded the last 6 months. Please let her know that refunds typically take 3-5 days to process. If she has any further questions, she can submit a ticket to our support team here: https://scr.bi/assist. 

       

      Thanks again, have a great day! - MR

    • Initial Complaint

      Date:07/26/2022

      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 was offered a free 30 day trial membeship that started on 6/19/22. I cancelled the membersip on 7/18/2022 and received a cancellation email from Scribd that day. However, they charged my credit card on 7/22/22 for a monthly fee of $11.99. I tried to call them but their phone message lets you know that they do not respond by phone. I emailed them 3 times to reverse the charge and delete my credit card info and never received a response. Please, refund my card and delete my account info.Thank you

      Business Response

      Date: 07/27/2022

      Thank you for bringing this to our attention. 

       

      After further review, we have located Eve's open ticket (#*******) and it has been escalated to a specialist. Someone will be following up with her by the end of the business day. 

       

      Thank you, have a great day. - mr

    • Initial Complaint

      Date:07/26/2022

      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.
      7/22/22 purchase **** SCRIBD ********************* 53 RECURRING $10.81... 7/21/22 SCRIBD *** ********** CA ****************...$10.81

      Business Response

      Date: 07/26/2022

      Thank you for bringing this to our attention. 

       

      After further review, we were unable to locate any account or charges with the information provided thus far. As we will require additional information, please have ****** submit a ticket to our support team here: https://scr.bi/assist. Once the ticket is submitted through the provided link, it will be escalated directly to a specialist and someone will follow-up within 24 - 48 hours from the day the ticket is submitted. 

       

      Thanks again, have a great day. - MR

      Customer Answer

      Date: 07/26/2022

       
      Complaint: 17623847

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 07/30/2022

      I have found that the company in question has said they have no record of me,charges,account,etc I have since found they have been charging a recurring amount of $10.81 January24/2022 until July 2022 so far..from my debit account.. I have all of the numbers for each month starting with July going back to January. Do you want me to send each debit with all of the numbers?They are very long and I would gladly give you the numbers

      Business Response

      Date: 08/02/2022

      Thanks for informing us. 

      To clarify, Scribd is a monthly reading subscription. We bring our subscribers monthly access to the best ebooks, audiobooks, magazines, and more. The charge the user is seeing is for our monthly subscription service. 

      We are unable to charge people without an active subscription, so this means there must be an active subscription in our system causing the charges. 

      We were unable to locate an account in our system under the email the user provided, so we requested some additional information in order to locate the active subscription causing their charges. 

      That said, I was able to do some digging and discovered an account with the email yvonnehellman7@*****.*** (redacted for security). This is the only active subscription I can find that seems to resemble this user, so it is likely their account. It was subscribed to us a while back to access the audiobook: ************************* by *********************** (https://bit.ly/3vv49ld) and then never unsubscribed, which is why they have ongoing charges. 

      We emailed the user back asking them if they recognize the email address on file, so please advise them to check their inbox (and spam) for our message, and I'll be keeping an eye out for their response. Thanks! -EC 

      Customer Answer

      Date: 08/02/2022

       
      Complaint: 17623847

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 08/04/2022

      ATTN: BBB COMPLAINT ******** I wrote to you yesterday in regards to my complaint and I am thrilled to say the the company in question SCRIBD.INC has provided a very positive outcome to my complaint... They have refunded all of my recurring charges all the way back to when the charges began ...also have cancelled the subscription and given me a way to see everything in the account to assure me all has been cancelled ....Thankyou so very much for all of your help and for such great follow through... I would like to write a review on your website regarding BBB and I will do the same for SCRIBD.INC...THANKYOU AGAIN ,SINCERELY, ***************************

      Business Response

      Date: 08/09/2022

      Thanks for informing us! Please tell ****** that we are glad we were able to help her out and to not hesitate to contact us if she needs more help in the future. Have a great day -EC 

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