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:11/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 cancelled my account with Scribd in 2018. On Nov 16, 2024 I noticed a charge by Scribd on my account for *****. I have not ordered anything from this company for years and now they charge me for a service I DO NOT HAVE. I have read numerous complaints against this company for similar issues and believe I have been the victim of a fraudulant charge and from all of the complaints I have read it seems to be a practice of this company to randomly charge previous customers because they still store the customer's Bank Account info. So either this was done on purpose, or someone in the company has likely stolen account information and is doing this to steal money from customers. Whatever the case may be, I demand a refund and DEMAND all of my financial data be purged from this companies records. AND I want evidence they have complied.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went to buy a subscription with ******* a few weeks ago. I had previously had an account, so I thought I could just repurchase my subscription and be good. I purchased my sub and it wouldnt work, so I went through the process again thinking it just didnt register. So I bought 2 premium memberships at $16.99 using my Apple Pay and I was still unable to use Everand app and services. I contacted their support and at first, they were helpful and told me it was due to having 2 accts and needing them merged. Once that was done, however, unfortunately I was still unable to access any of the apps services. I asked their support if I would be able to receive a refund and they said no, not until they worked out whatever issues were causing the app not to work, but that I should be able to sign in through ****** with no problem. I tried this out and again was unable to use their services and was asked to purchase a subscription again. I contacted support, this time, telling them that I could not get in through ****** and I just wanted a refund. I went back to see their response and I had been logged out of my account completely and cannot get back in to speak to customer support. So now I am writing to you. I just want my money back.

• Initial Complaint

  Date:11/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 trail of scribd and deleted the subscription within the free trial time period. Scribd has continued to charge my ****** account a monthly fee. I looked to confirm that my subscription waa cancelled on 1) the scribd website,2) my subscriptions on my phone and 3) on my active subscriptions on ****** and its clear that my subscription was cancelled when it should have been (no active subscriptions). I have emailed Scribd with no response.

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 notice of a charge to my checking account by ****** 11/1/24. I contacted scribd on 11/2/24 to request a refund. They said someone would contact me. Nobody did so I filed a refund with ******. They denied it & said I enrolled in it. I didnt and dont have access to that system to request a refund. I called & put a request in again & included the number on ******. Its been over a week and no credit. My bank is disputing this but may take a while. This charged caused me multiple overdraft fees. I want a refund. This is an unauthorized charge.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had a subscription with this business for several years. They have recently added two new plans and I switched to one of them (Plus) today, November 7 2024. (You cannot go back to your old plan if you are not satisfied with the new one).According to them, "Plus" gives you 3 monthly unlocks and "unlimited access to a select catalog- no unlocks required". Before switching to the new plan, I had several ebooks and audibooks saved for future reading/listening and most of them didn't have the "unlock" level under them, so I switched under the impression that that's was the actual case, most ebooks/audiobooks were unlocked and I would be paying extra (50 more dollars annually) to unlock premium titles. I was extremely disappointed and upset when I checked my saved titles after upgrading my subscription.I have 419 ebooks saved and most of them were unlocked before upgrading. Afterwards, only 9 titles are available now and I have already read 5 of them.I have 75 audiobooks saved and most of them were also unlocked before upgrading. Afterwards, only 15 are available now and I have already listened to 11 of ******* sum, they are not truthful when stating how their new plans work and that's the main reason why they don't allow unsatisfied customers to go back to their old plans. Also, even though this is an online platform, they don't offer any customer service except for creating a case and waiting 48 hours for them to get back to you. Similar competitors offer 24/7 customer service, live chat, and phone numbers. I suspect that they don't have such a normal service because they blatantly misrepresent their product.Ideally, I would like to go back to my old plan. If not, I would like a full refund for the remainder of my subscription (it's set for renewal in March of 2025). Also, I would like to make other customers aware of the false information this company provides on their website.

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 was attracted to a free download of a book via Scribd. They required my ****** account information, which I (mistakenly) entered. I immediately received a fake invoice from Dash Cook for $699.99. I have not given them any credit card info.

• Initial Complaint

  Date:11/02/2024

  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 paid for a subscription to Scribd. I cancelled it after a month and continued to be charged despite cancelling. I even removed my payment method and somehow my ****** account continues to get charged. I have complained multiple times to Scribed support. They have not refunded me and do not help with the issue at all. I know I'm not alone as many other people have complained of the same issue. There are entire reddit threads about this. I have not been refunded for 10/02/2024 and 11/02/2024. I'm concerned that my financial information has been stolen from this company and worried that they will continue to fraudulently take my money without refunding me. I know it may seem like a small amount of money but it's the act that's terrifying. I'm including a picture of the last two withdrawals from Scribed that were unauthorized and my Scribd account that says my account was cancelled in September and that there is no payment information to be charged. If I can't get a refund, please do something to stop this company. They are a scam. I am a criminal attorney so believe me when I say these folks are criminal.

  Business Response

  Date: 11/04/2024

  Hello *****,

  We appreciate your message and understand your frustration. Our support team has responded to your ticket #*******. In summary, we are looking into this for you, but we need you to respond with the additional information requested. Once we have your response, we can move forward with your request. Thank you for your understanding!

• Initial Complaint

  Date:11/02/2024

  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.

  On 10 3 24 I canceled the subscription which was monthly, was never ever yearly! A month to the day later I am charged $119.88! I attached the proof directly from my account that it was canceled! This is illegal usiness practices. You cannot take it upon yourself as a business to allow the consumer to cancel your subscription, but then go behind their back and charge them for a whole year instead!

  Business Response

  Date: 11/02/2024

  Hello ******, we apologize for the experience that you have had! We completely understand your concern regarding this charge, and our team wants to make this right for you.

  Reviewing the Scribd, Inc. account under the email address that you provided, we can confirm that your monthly subscription expired on October 03, 2024, and there have been no new charges linked to that account. This likely means the annual subscription charge you received is associated with another account in our system.

  Not to worry - an account specialist has located your support ticket #******* and they are sending a response to obtain some additional information to track down the charge on our end. Once you respond to that ticket with the requested information, we'll work to ensure this subscription is canceled and issue a refund, if available. Thank you so much, and we look forward to getting this resolved as soon as possible! -MW

• Initial Complaint

  Date:10/30/2024

  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 getting charged by Scribd even though I do not have an account with them. I have opened several complaints on their website, but I have received no response. Instead, my complaints are labeled "Solved." I would like a refund for all payments. I went on to Scribd the website to cancel the subscription but it says I don't have one! Their website does not have my credit card information on file, so how am I getting charged?Scribd.com is a fraudulent company. I notice on the BBB site that many people have this same complaint. Perhaps we should unite in a class action law suit against this company for stealing our money.I have been charged monthly since March 2024 and want a full refund of all charges.

  Business Response

  Date: 10/31/2024

  Hello *****, thank you for taking the time to contact us about this! We completely understand your concern regarding these charges and it appears that a member of our support team has located a potential duplicate account that may be linked to the subscription in question.

  A member of our support team has responded to your ticket #******* via email, requesting some additional information to verify the account that we found. Once you respond to that email with the information requested, we can move forward with refunding any charges that may be available. Of course, if you have any questions, please let us know in your response and we'll be happy to address those as well. Thank you again, and we look forward to getting this resolved for you. Have a great day! -MW

• Initial Complaint

  Date:10/22/2024

  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 had signed up for a free trial from Scribd 8/23. I didnt continue with Scribd but they continually take money out each year, this is the 2nd time now. 9/23 and now 9/24. I am not authorizing this and have no receipts in my email to show it even goes to any online account I own. They are taking my money without my permission and with no phone number to call I am having to wait on email responses. The person communicating with me has been nice but has stopped communicating and has not resolved the issue. I cant provide any account information because I dont own the account that is taking my money.

  Business Response

  Date: 10/23/2024

  Hello ******, thank you for reaching out about this. We completely understand your concern here, and we'll gladly work to clear up any confusion regarding this subscription! Please note that we've also sent a response to support ticket #******* with more information on this as well.

  After further investigation, we located a duplicate trial subscription that was started on August 26, 2023, with the email address ************************** in order to read the book "A Bear Called **********: **********, Book 1." It appears that you did successfully verify the email address on the account, so we want to assure you that we do send a reminder email before the free trial ends and the subscription is billed for.
  
  We recommend checking your spam/junk folder, as email providers can sometimes sort messages incorrectly. If you have email forwarding set up or if the email address on file for your account needs to be corrected (for example, if it contains a typo), the reminder may have been sent to a different address or not received. However, if there's any chance this reminder email was routed to your Spam/Junk folder, it's possible your email provider may have automatically deleted items in that folder as the reminder email notification would have been sent out over 12 months ago.

  Moving forward, while we'd be happy to help with your refund request, we're unable to refund transactions that are involved in a chargeback as the resolution center at your bank or card issuer will be processing your request at this point. We can confirm the subscription has expired, and we strongly encourage you to follow-up with your banking institute for an update on your chargeback case.

  If you have any other questions or concerns, please don't hesitate to respond directly to your ticket #******* and we'll be happy to address those for you. Thank you again for your time and understanding! -MW

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22462055
  
  I am rejecting this response because:

  I understand I signed up for a free trial and a paid subscription follows if not canceled. There are no receipts of last years charge or this years in my email, not in spam, not in any folder. Its just not there. Also, I cannot get into my Scribd account. So, were still in a situation where you have charged me for something and will not refund me and will not let me get into the account for which I paid (and you will not refund). Do you see the problem here? I understand you canceled my subscription going forward but that doesnt fix the rest. I appreciate the professional manner in which you communicate via email but the problem is still not solved and you only seem to respond to my questions now if I message through BBB first. 
  

  Thank you.
  
  Sincerely,
  
  ****** Joy *******

  Business Response

  Date: 10/24/2024

  Hello ******, thank you for the response here. We're truly sorry if you didn't receive our response to ticket #******* that was sent today (October 24, 2024), but we're happy to provide clarification.

  First, we've confirmed that you cannot access the account as our anti-fraud protection systems flagged and blocked this account due to the chargeback that you filed for the latest charge on the account. Moving forward, while our team would be more than happy to assist with your refund request, regretfully, any refund related to the most recent transaction will need to be handled directly through your bank or card issuer as we do not have the ability to refund a transaction that's involved in a chargeback or dispute case.

  Also, we're so sorry if you did not receive the reminder email as this would have initially been sent to you when your trial renewed in 2023. If this reminder notification was mistakenly routed to your spam/junk folder and your service provider cleans those out automatically then that reminder notification may no longer be available to you.

  If you should have any other questions or concerns, please don't hesitate to reply to ticket #******* and we'll address those as soon as possible. Thank you again! -MW