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:01/18/2025

  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 had a subscription to Everand it was for unlimited listening and reading of audiobooks and ebooks. Last month scribd changed their plans to where you only get one book or three books. There is no flexibility with these plans and they are very restrictive in that if you don't use any books they don't roll over this is not what I signed up for. I think these changes should have been made after peoples plan expire. I wrote the company asking for a pro rated partial refund as I am on a annual plan and that was ten days ago. I have not heard back from them. All I want is a plan that offers either unlimited access like before more flexibility in these plans like being able to pay for additional unlocks as needed or my money back. I used to love scribd but I am very angry about what they have done and how they have gone about doing it.

  Business Response

  Date: 01/21/2025

  Thank you for bringing this to our attention. We located the ticket you created about this issue, ticket #*******. While we apologize for the delay in following up with you about this issue, we have escalated your ticket to our specialized team accordingly, and we can assure you that they will follow up with you as soon as they are able. We appreciate your patience in the meantime!

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22830545
  
  I am rejecting this response because: business says my issue has been escalated to a special team who can resolve this.  I will wait to see what happens.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/22/2025

  Hi there, This customer has been assisted in their help desk ticket #*******. We are unable to provide a partial refund for unused time on an annual charge. The subscription is canceled and will not auto renew but the user will have access until the end of the time paid for. Thanks!

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22830545
  
  I am rejecting this response because: I understand businesses constantly try to come out with new products and services.  In this case although I am not a fan of the new plans.  Having said that if you are going to change plans there is a right way and a wrong way to do it.  There is no flexibility what so ever.  You can't purchase more books and I think that if you unlock a title you should have access to it forever, even if your subscription expires you should always have access to books you unlocked..  In this case I am going to have to agree to disagree.  I am very disappointed at how Scribd implemented these plans.  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/18/2025

  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.

  On November 21, 2024, I was charged $119.88 by Scribd for a subscription I had canceled during the free trial period. Despite my cancellation, Scribd failed to provide confirmation and instead canceled my account without notice. I can no longer log in using my email address *********************** which means I have no access to the services Scribd charged me for.I have contacted Scribd multiple times to resolve this issue, but I have only received automated responses and no resolution. I also filed a dispute with my bank, ****, which requested proof of cancellation. However, Scribd has not responded to my requests for evidence, leaving me without any way to verify my cancellation.Scribds actionscharging me while canceling my account and denying accessconstitute unfair billing practices. I am requesting a full refund of $119.88 for the subscription I cannot use.

  Business Response

  Date: 01/19/2025

  The customers account shows the subscription was not successfully canceled, which is why there were charged. The customer has filed a chargeback for the charge they would like refunded. We're unable to provide any 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. The customer will need to reach out to their bank directly for any inquiries on this chargeback as informed in their help ticket #*******. Thanks! -GT

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22830450
  
  I am rejecting this response because: 

  Dear BBB Representative,

  Thank you for forwarding Scribds response to my complaint. Unfortunately, their explanation confirms my concerns about their unethical business practices and failure to provide a fair resolution.
  

  Key Issues:
  1) Unsuccessful Cancellation and Lack of Notification: Scribd claims my subscription was not successfully canceled but failed to notify me or provide an opportunity to address the issue before charging $119.88. Their failure to communicate directly led to this charge, which I disputed in good faith.
  2) Blocking Account While Retaining Payment: Scribd admits they blocked my account after I initiated the chargeback with my bank, effectively denying me access to the services I paid for. Blocking access while retaining a full-year payment of $119.88 is both unethical and fraudulent.
  3) Refund Reversal: Scribd acknowledges that my bank initially refunded the charge but later reversed the decision in their favor. This means Scribd has received my payment, yet they continue to claim they cannot process a refund. Scribds refusal to take accountability has left me without access to the service or my money.
  4) Delayed Response to My Inquiries: Scribd ignored my numerous attempts to contact them regarding this issue. Their automated reply stated I would receive a response within ***** hours, yet no action was taken for over a month. It is clear Scribd only responded after I escalated the matter through the BBB. This demonstrates a lack of respect for their customers and a failure to provide timely support. I have attached their email response that I received last night.
  

  My Request:
  I am requesting a full refund of $119.88, as Scribd:
  - Failed to notify me about issues with my cancellation.
  - Charged me for a service I was unable to access.
  - Retained my money after the banks decision, even though no services were rendered.
  

  Scribds actions demonstrate unfair billing practices and a lack of accountability. I trust the BBB will assist in ensuring Scribd resolves this matter fairly.
  

  Thank you for your time and attention to this issue.
  

  Sincerely,
  Muhammad ******** ********

  Business Response

  Date: 01/23/2025

  As this user has been informed in help desk ticket #*******, we have manually processed a refund as a one time courtesy. While we are unable to restore the account, we can assure that there is no subscription as the account is deleted. No future charges will occur from this account. In the future, should a refund be needed, the user should contact us before filing a chargeback. Thanks! -GT

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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 contacting Scribd since April 2024 when I noticed they had then money from my bank acct. that I did not authorize. I told them this and told them to stop taking money from my account and to refund the money they took. They replied asking for information I would not have. The log on info to the fraudulent acct. how would I even know that. The email acct associated with the fraudulent acct along with the email sent when acct was first started. I would have none of this and told them that. I did give them what I could. The screenshots of all the charges taken from me. The ** that it was taken from. ***. then I would hear nothing. They are still taking money from me and even today sent me another email asking for the same info Ive already sent several times. I had told them months ago I was disabled and lived on fixed income and could not afford this. I believe they see me as easy prey and take advantage of me every month. They should have stopped taking money from the first time I contacted them in April but they continue to take from me for an account they have been repeatedly told is fraudulent. I have every email sent an received since this all started. I emailed them once again today telling the to call me because Im tired of the computer generated emails from them that are just stall tactics. Of course right after sending I got another automated email. I want a rerun for every month they have continued to take my money. They owe me over $100 now. I will not stop until I have every ***** refunded to me.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this to our attention. To start with, please note that we do not offer phone support at this time, though we are happy to assist you with any issues that you may have via email.
  
  While we were able to locate your ticket for this issue, ticket #*******, it does not appear that the information you have provided has allowed us to locate this account. Please note that we will need screenshots that show the full information for one of these recent charges in order to locate this subscription. This is because this should contain the order number, which is what we use to locate the account. None of the screenshots you provided appear to include this order number, which is why we requested further information.
  
  Please also note that the email address you provided is not connected to an active subscription, as our system shows this subscription was canceled in 2017. This means that the account with your active subscription is under a different email address, and we will need to locate this account before we can assist you further with this request. This is because we are not able to either cancel a subscription or refund any charges without first locating the responsible account in our system.
  
  Because of this, we ask that you follow up with us with the requested information through your ticket #*******. Once you provide us with the requested information, we will then be happy to assist you further with your request. For any other questions that you may have about this issue, please follow up with us about them through that ticket as well, as that will be the best way to get them addressed.
  
  We look forward to hearing from you, and we wish you a wonderful rest of your day in the meanwhile.

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22811483
  
  I am rejecting this response because:
  I cannot give them information I do not have. This is an account I DID NOT sign up for. So how would I have the email address or anything related to this fraudulent account. Which I have told them repeatedly. I have given them all the info i could on several occasions. I have screenshots of the charges that has been taken out monthly since April because that is what they asked for. I dont have order numbers because Im assuming they go to whatever email is associated to this fraudulent acct. I have also informed them that legally they should have stopped taking money out of my account from the first time I contacted them and informed them this was not my account and I did not sign up for it. But they continued to take money knowing it was fraudulent. Even after I continued to email them and tell them again it wasnt my account and to stop taking money out and to refund my money. For them to reply to my complaint on here and act like they hav been trying to help me but I havent given them the information they needed is ridiculous.  If they can find the account every month to charge me for it then they can find the account it goes to. The last few replies from them have been about copyright stuff that I know nothing about and has nothing to do with my issue with them. They have the last four numbers of my credit card which would lead them to the account that they keep charging me for. That would give them all the information they need. As far as the email and order/transaction numbers. Ive ***t screenshots several times of the charges on my bank statements which they asked for. Ive told them this is a real hardship for me because Im disabled and live on a fixed income that barely allow me to get by every month. They have never *** a person email that made me think they cared or were even doing anything to get this resolved. Ive got computer generated emails that say the same thing an ask for the same ridiculous information they know I wouldnt have. I want a refund. They have illegally been taking money from me since April. 
  Sincerely,
  
  ********* ******

  Business Response

  Date: 01/22/2025

  As mentioned in our previous response, we will not be able to issue any refunds or cancel a subscription without first locating the account it is connected to. In order to assist further, we would need the additional information that we requested in the ticket #*******, and we have not yet received any of this requested information. We will need the customer to follow up with us with the information we have requested should they like for us to assist further with this issue.
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22811483
  
  I am rejecting this response because:Scribd has repeatedly asked for information in a computer generated response asking for information that would be impossible for me to have. I wouldnt know the email account that was used because I did not set it up. I wouldnt have transaction numbers from the account because its not my account and Im pretty sure that information is sent to the email that the account is associated with. I dont know the log in information because again, I didnt sign up for this account so how would I know how to log in to it. I have given them a screenshot of the card that is being charged. They wanted the first 5 numbers as well as the last 5-6 numbers. They have no problem finding the account when they charge me for it. They asked for the credit card being charged for a reason. I dont believe you cannot locate an account when you have the credit card number being charged as well as my name. They also started sending me response emails regarding copyright information that has absolutely nothing to do with my complaint and request for the money they have taken to be refunded. They are all stall tactics and a way to try and get out of refunding my money by saying if I cant give them information they know I dont have them they cant find th account and refund my money. They also havent responded to the fact that legally they should have stopped all charges after I contacted them in April and informed them that the account was not mine and was fraudulent. For that reason alone they should issue me a refund. There are hundreds of complaints against them for the same exact reason I am filing a complaint. This is obviously a common practice of theirs and its unethical and they should be held accountable for their shady business practices. The last reply on here from them was much like this most recent one. Placing the blame on me saying I have not provided the information they need which is just not true. I have sent them all the information that I could but again there is information I simply wouldnt have because its not my account. This has caused me a lot of stress that has effected my health because I live on a very small fixed income and the amount they have taken from me Im sure is nothing to them but for someone who just barely gets by every month, it is significant to me. Because they have illegally continued to take money every month I have had to close my former account and set up a new one. Which meant I had to contact all the bills I have had automatically set up to be withdrawn to and explain that they had to freeze my account until I receive a new card in mail which will be another 4-5 days. My SSDI check is directly deposited and I can only hope my card arrives before the date of my next direct deposit. I have not been able to get to my own money and will not be able to until I have new card. This alone has been very stressful because there are things I need buy. I had asked for someone to call me but their response was they didnt have a customer service number. But they have phones Im sure and it is possible to use one of those to dial my number to call me and speak to me and stop hiding behind these worthless emails they keep sending. This has gone on long enough and they need to stop stalling and refund the money they have taken. If you have to steal money from people in order to run your business, then you shouldnt be allowed to have one.  #refundmoney

  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair 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 signed up for a free trial, as advertised on the Scribd website. I cancelled within 24 hours of registering, yet was charged a fee within a few days. When I contacted the company for a refund, they refused and gave me the run-around. They advertised a free 30-day trial, but charged me almost immediately.

  Business Response

  Date: 01/14/2025

  This customer signed up for a subscription on December 09,2024 and was charged as they have had a previous free trial. As per their help ticket #*******, they filed for a chargeback through ******. Once a chargeback is filed, the transaction is finalized in our system and we are unable to provide a refund. Any further inquiries on this transaction will need to be sent directly to ******. Thanks! -GT

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As I already explained to Scribed representatives when I emailed their customer service, ****** has repeatedly directed me back to Scribd. ****** indicates the charge has already been paid out to Scribd, so ****** no longer has access to the transaction, and therefore cannot reverse it. Scribd has my money through unethical methods, lacking transparency and honesty. When I signed up for the free trial, nowhere did it indicate that I had apparently (so they claim) already used my free trial, nowhere did it indicate that I would be charged immediately. Throughout the entire process, it was indicated that I was signing up for a FREE trial.

  This non-specific claim that they are somehow "unable" to refund my money is a ridiculous aversion tactic and should not be tolerated. A simple payment to me of the exact amount that was charged is all that is required, and any business can do this easily. I cancelled within 24-hours and never even used what was supposed to be a free 30-day trial, there is absolutely no reason or excuse why my money cannot be refunded. As I explained to Scribd representatives through email, when Scribd scams many users out of $14 per day, this adds up to a LOT of money. Scribd likely assumes consumers will “let it go” because it’s not a large amount, but I will not, in order to help protect others from being scammed by unethical business practices like this. 

  
  Sincerely,
  
  
  
  Jillian E******

  Business Response

  Date: 01/16/2025

  This user had a trial back in February which was immediately canceled. Only new users are offered free trials which is why they were charged immediately. Per the users help desk ticket #*******, we provided a refund for this charge as a one time courtesy. This refund should appear in the users account within a week. Thanks! -GT

  Customer Answer

  Date: 01/16/2025

  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. 

  To be clear, not because this is a "one time courtesy", but because this money was taken from me unethically, without notice, and it was rightfully refunded to me - as it should have been, and as it should be for any other customers who have been victims of this scam. 

  
  
  
  Sincerely,
  
  
  
  Jillian E******

• Initial Complaint

  Date:01/11/2025

  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 received two fraudulent charges for the months of November 2024 and December 2024. For $11.99 each for a Scribd.com account. I DID NOT sign up for these accounts. The monies were taken from my ****** account as an autopay but I never signed up. This is fraud, pure and simple. I request a COMPLETE refund, deletion of any account and that they will not charge me ever again for anything as I never had an account with them. Thank you.

  Business Response

  Date: 01/12/2025

  The email the customer provided has a free account with no charges. In order for us to find these charges, we will need to verify some private information not safe for this platform. The customer can submit a ticket to ********************************* to be connected to one of our Support Agents. Thanks! -GT

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22799999
  
  I am rejecting this response because:

  I was charged $11.99 to my ****** account whose email address is **************************** This is the email address on my ****** account that was linked to a paying Scribd account that I never signed up for. I was charged $11.99 on Nov. 28, 2024 and $11.99 Dec. 28, 2024. I never signed up for this account or to be charged. Please refund me in full and prevent any further charges. 
  
  Sincerely,
  
  ********** Block

  Business Response

  Date: 01/13/2025

  Our system shows that a ticket has been created for this issue, ticket #*******. We have escalated this ticket to our specialized support team for further assistance. Please rest assured that our team will reach back out to you as soon as they are able to.
  
  For any questions or concerns regarding this issue, please direct them to your ticket #******* so that our team can ensure they are appropriately addressed. We look forward to getting this issue taken care of for you.

• Initial Complaint

  Date:12/20/2024

  Type:Product 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.

  Canceled my sub on 9/25/24, received confirmation, and Scribd still billed me the next month. I have been asking for a refund for 3 months and they have stopped responding as of Nov 2 after telling me they had to have an escalation team review an $11.99 refund. Absolutely ridiculous. Repeated follow up attempts have gone ignored.

  Business Response

  Date: 12/21/2024

  Hello *****,

  We appreciate your message and apologize for our delayed response!

  Our support team has responded to your ticket #*******. To summarize, we've confirmed the subscription has been canceled, refunded the charge, removed your payment information and deleted the account. We are truly sorry for your experience, and it is one that we truly do not want our readers to experience.

  If you need help in the future, please submit a ticket at the link provided here: ********************************

  Thanks and have a great rest of your day! -FC

  Customer Answer

  Date: 12/21/2024

  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:12/20/2024

  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 keep getting billed $11.99 a month despite canceling my free trial on their website and deleting my account. I believe they are holding on to my debit card information and are committing fraud. They need to stop charging me, I have not used their service in many months.

  Business Response

  Date: 12/21/2024

  Hello ***,

  Thank you for bringing this to our attention!

  We were not able to locate an active subscription with the email addresses provided. We have to investigate this further, but we will need additional information that is not suitable for this platform. Please submit a ticket via this link and your request will be forwarded directly to our support team: ******************************** Then reply here with your ticket number, so we can locate and escalate your case. -FC

• Initial Complaint

  Date:12/15/2024

  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 been charged a monthly fees of $11.99 for several nonths now. I am not able to reset my password and multiple, repeated contacts to scribd support to help cancel my account have not been addressed. I am trying to cancel the autopay setup with ******, BUT it won't work till scribd cancels the ********** this rate, I will keep paying till even after I die, since there is no way to cancel this infernal account.

  Business Response

  Date: 12/20/2024

  Hello *****,

  Thank you for bringing this to our attention! I was unable to locate an active subscription with the email addresses provided. We will have to investigate this further, but we will need additional information that is not suitable for this platform. Submit a ticket via this link and your request will be forwarded directly to our support team: ********************************

  Once a new ticket has been submitted, please updates us here with the ticket number, so that we can escalate your case.
  Thanks! -FC

• Initial Complaint

  Date:12/13/2024

  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 am writing to formally lodge a complaint against Scribd for an unauthorized charge and their failure to resolve the matter despite my multiple attempts to seek a refund. Below are the key points of my complaint: 1. Unauthorized Charge: On 6 December, Scribd charged $10.89 USD to my ****** account without my authorization. I was unaware of any active subscription and have not used Scribd services during this billing period. 2. Account Discrepancy: I originally signed up for Scribd in 2013 via ****** with the username HMKris. I had not accessed the account for years. When I logged in recently to check the status of my account, I discovered that my account username had changed to chooyingying1, and there was no payment or subscription history linked to it. Scribd appears to have deleted my original account. 3. Lack of Communication: I closed the dispute on 9 December as per Scribd's request and sent three follow-up emails since then. However, I have received no response. Today, I logged in to my Scribd account and found that it had been deleted, yet no refund has been issued. 4. Payment Details: The charge of $10.89 USD was made through ****** using my MasterCard Debit Card ending in 1383. Below are the transaction details: - Invoice ID: ****************** - Order ID: *************** - Transaction ID: ***************** - ****** Email: ***************** I believe this charge was unauthorized as I did not knowingly activate or use any subscription. Scribd has not provided adequate support or resolution, and the deletion of my account raises further concerns about the legitimacy of their practices. I kindly request the Better Business Bureaus assistance in holding Scribd accountable and ensuring that I receive a full refund of $10.89 USD. Thank you for your time and support in addressing this matter. Sincerely, ***************** *****************

  Business Response

  Date: 12/19/2024

  Hello Aria, thank you for bringing this to our attention. We completely understand your concern regarding this matter, and we'll gladly work to make this right.

  To begin, we can confirm the account in question was blocked by our system automatically due to the ****** dispute that you filed, so it can no longer be accessed. We apologize if this has caused confusion or concern, but it does appear that a trial subscription was started on November 06, 2024, in order to download documents titled "Tenancy Agreement - Jb" and "Format Tenancy Agreement." After your free trial period ended, your account automatically enrolled in a recurring subscription. Since your subscription was not canceled, you were charged for the subscription as outlined in our Subscriber Agreement (**********************).

  Moving forward, it appears that we had originally followed up with you in response to your support ticket #******* via email to confirm that we're happy to refund this charge, but we're unable to do so until the ****** dispute case has been closed. At the time of this response on December 19, 2024, it appears the case is still open. We'll have a specialist respond to your ticket again to provide this information for your records as well.If you have any other questions, please don't hesitate to reply to ticket #*******. Thank you again! 

• Initial Complaint

  Date:12/10/2024

  Type:Sales and Advertising 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 a legacy plan ($11.99) with Everand that allows for 1 sometimes 2 listens a month depending on the publisher. I finished listen to a book today in full- 12/10 and was brought back to my saved page. All of my previously locked books had become available after removing the saved book I had just finished. I found this strange since I did not pay the extra for 1 or 3 unlocks. I attempted to listen to a book with the "listen now" button and was able to get 3 chapters in before it skipped to the end and proceeded to be "locked again". I attempted to grab another listen now book and it did the same thing but this book was previously a listen now and now it's an unlock title. I cleared out of the app and the 2 books are now "continue listening" as they would be if they were "listen now" and available. If I attempt to continue listening I am just brought back to the finished page and told these titles are locked again. This seems like a predatory way to have people pay the extra for the unlocks and I would appreciate honesty in knowing which books I can listen to per month as I do not want to pay for the unlocks. My plan is setup under the email- ******************** due to a previous issue I had with my own email linked to Everand.

  Business Response

  Date: 12/19/2024

  Hi ********, thank you for sharing this feedback with us!  We understand how important transparency is when it comes to subscription updates, and we apologize if our communication didnt fully address all aspects of the new plans, and if it may impact our legacy subscribers.
   
  Our goal with the new plans was to provide additional value and flexibility by offering more choices, including premium titles. We want to clarify that Everands catalog now includes both unlimited and premium titles, with the majority of titles being premium. Please note that due to our licensing agreements with publishers, occasionally titles may expire and be moved between our content catalogs, which may require an unlock to access moving forward. Much like other entertainment subscription services, there's always an ebb and flow of content that we can make available.
   
  As a legacy subscriber, you can continue to access our unlimited catalog includes a selection of 20k+ ebooks, audiobooks, magazines, podcasts, and sheet music, including Everand Originals. This content does not require unlocks! We hope this provides clarity, but please don't hesitate to open a ticket with our support team using this link, if you have any other questions: *********************************.

  Thank you again! -MW