Business Profile

Internet Services

Scribd

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Scribd came to BBB’s attention in March 2010. A review of complaints was completed in July 2024.

Consumers are urged to review the following link regarding accounts and cancellation information.
https://support.scribd.com/hc/en-us/articles/210134046-How-to-cancel-your-subscription

Complaints

This profile includes complaints for Scribd's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

270 total complaints in the last 3 years.
59 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.

Initial Complaint
Date:03/04/2024
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 subscribing to scribd for over 3 years. Scribd recently changed their app to ********, and everything had been terrible since then. App closes out when your on it 24/7, pages wont load, the last straw was kicking me out of my account and logging me out of an account Ive been logged into for 3 years! I have contacted scribd numerous times to get this resolved. Ive tried the only two emails I have, *** sent them my receipt with the order number on it, but they said thats apples order number so they cant look me up. How does scribd not have access to those? Apparently with my name and my receipt they cant help me log into my account because they claim they dont have access to this. I paid for a yearly subscription because Im a teacher and use this weekly, I havent been able to use my account or membership for over two weeks now, and because of this I havent had the materials needed to teach my online students and have lost income because of this. Scribd keeps telling me to try logging in with ********* to check my emails etc.. *** told them multiple times my emails arent working and I never had ******** set up on these devices. They again keep sending me the same thing and apparently are not reading what Im writing to them. Ive soak asked twice with no response back to receive a partial refund for my membership time left since o can get into my account, or Ive asked if I can transfer my membership to a new account. *****, no response to my questions but instead have been giving me the run around. This is ridiculous, and at this point they are stealing money from people and not helping to resolve the issue.,
Business Response
Date: 03/04/2024
Hello *****,
Thank you for bringing this to our attention! We have escalated and responded to your ticket #*******. To summarize, your subscription was created via Apple, and Apple does not provide us with much account details or access, which is why we are having a hard time locating the account. It is possible you are using Apple's "Hide My Email" feature, which means Apple generates a temporary email address for you. Please check your email for our message, and respond with the information requested. Thanks again and have a great rest of your day! -FC
Initial Complaint
Date:02/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went on Scribd website. The company requested I filled in my bank information in order to see the subscription. They didn't have what I needed. So I canceled and **** of America confirmed my cancellation on April 5, 2023. Some how they where able to manipulate the banking system and debited my account for 12 times. I need this company to stop and honor my cancellation.
Business Response
Date: 02/09/2024
Hello Juma,
Thank you for your message.
We weren't able to locate the account charging you with this email so we will need more information to locate the account and fix this situation.
Please submit a direct ticket to our advanced payments team with the link ********************************* and we will take care of this with maximum priority. Thanks!
Initial Complaint
Date:02/07/2024
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 started noticing charges of $11.99 a month from a company called scribd early 2023. After checking all of my accounts and subscriptions, I concluded this was a fraudulent charge and reached out to the company to stop the charges and for a refund. The company asked for additional information for which I provided and their response was that they were still unable to locate the account associated with the charges and asked for more information. They asked for almost the entire number of my bank card that was being charged and were still "unable to find the account" and asked for screenshots my bank statement. This took months to resolve because I was hesitant to offer as much personal banking information as they were requesting. By the time it was resolved and they could locate the account and determine it was fraud, they stated they could only issue a refund for a couple of months and all the other months would not be refunded because "transactions made prior to a certain date are inaccessible for refund, as they are finalized. This means we cannot refund any of the older charges as the option to refund those transactions is simply not available." Which is just insane because obviously they can refund those charges, they are just choosing not to.
Business Response
Date: 02/07/2024
We can confirm that the user initially reached out to us on March 15, 2023 through Ticket #*******. We then followed up with them and requested more information on March 16, 2023. We did not hear back from them until July 18, 2023 through a new ticket, Ticket #*******. We then re-requested the necessary information as it was not included in this ticket. After we requested a screenshot, we then did not hear from them again until January 14, 2024.

Once we had the necessary information, we were able to get this issue taken care of for them. We issued the maximum amount of refunds. As stated in our email to the customer, we are not able to issue any further refunds, as transactions that are made prior to a certain date are not eligible for a refund. This is a limit set by our payment processors, and we are not able to go outside of these limits. However, we did offer them some free subscription time as a courtesy.

We never heard back from them if they were interested in this time, but if they would like this time added to their account, they will just need to reach back out to us to let us know. However, no further refunds can be issued as mentioned previously. We hope this helps provide some clarity.
Customer Answer
Date: 02/08/2024

Complaint: 21261066

I am rejecting this response because:
They continued to ask for a lot of personal information for which I was uncomfortable giving them. I do not accept that they cant issue a refund. I do not want a free subscription to something I never signed up for, wanted, or have a use for. A refund for allowing fraudulent charges and being unable to locate them despite having the information initially requested, is the best approach and the most ethical response.
***********************************************************
Business Response
Date: 02/09/2024
As we stated in our previous response to this customer, we are not able to offer any refunds due to limitations set by our payment processors. As these limitations are not set by us, we are not able to make any exceptions to them.

With regards to the information we requested, we need information about the payment information that was used for a charge in order to locate it in our system in the event that a customer does not know the information for the account connected to it. However, we only request information that is absolutely necessary, such as a screenshot of a recent charge, the date and amount of a charge, and the final 4 digits of the card number that was charged.

It's important to note that there is no way for us to assist customers with subscription cancellations or refund requests without first locating the account that the subscription in question is connected to. Because of this and the fact that they could not provide us with any information about the account responsible for these charges, we had to request this information from the customer.

With regards to the delay in locating the account, this because the customer did not follow up with us when we requested additional information. While we understand it can be frustrating having to provide additional information to locate this charge, when we requested the screenshot to help us locate this charge in their ticket #******* on July 26, 2023, the customer did not follow up with us until January 24, 2024.

While we understand that life can get busy, this delay caused multiple charges to fall outside of the limitations set by our processors, and is a big part of why we were only able to offer them refunds for their 3 recent charges.

While we wish there was a better solution for this issue, we are not able to issue any further refunds, and our only alternative course of action is the offer of free subscription time, which they have already refused.
Customer Answer
Date: 02/12/2024

Complaint: 21261066

I am rejecting this response because:
Unfortunately, that is not all of the information that was requested. I made sure to submit all the requested information in a timely manner, but it seems that more information was still needed. I have attached a screenshot containing all the requested details, but I must express my alarm at the amount of personal banking information that was required. Additionally, I have included a screenshot showing that they were able to confirm that the account in question "exhibits behavior consistent with fraud," which further raises concerns about the way your business operates. Blaming the inability to provide a full refund on a process limitation is not acceptable, and I find it troubling that a company would not fully rectify a situation gone wrong.

***********************************************************
Business Response
Date: 02/12/2024
As a final reminder, we have offered all the refunds that we can for this issue. We are not able to issue any further refunds, regardless of the nature of the charges in question. The offer for free subscription time is still open, but we are not able to offer any further refunds.

As mentioned in our previous response, we only request information that is absolutely necessary, such as a screenshot of a recent charge, the date and amount of a charge, and the final 4 digits of the card number that was charged. As a reminder, there is no way for us to process any subscription cancellation or refund requests without first locating the account that the charges in questions are connected to.

However, in the event that we encounter difficulty with locating a charge, we may also request additional information such as the first 6 digits of the card that was charged. However, your informations security is Scribd, Inc.s top priority, and the specific details we request will always be the minimum amount necessary. We will never request highly sensitive information such as your current account password, full bank account number, complete credit card number, etc.

We hope this helps provide some clarification, and we hope you have a wonderful rest of your day.
Customer Answer
Date: 02/20/2024

Complaint: 21261066

I am rejecting this response because: I will continue to reject these responses as I do not accept "system limitations" as a reason to not process a refund for fraudulent charges. It is 2024 and I have worked in many professional settings, including finance, accounts and billing, and I know what what system limitations exist. Not being able to process a refund past a certain time frame is not one of them, that is a choice, an unethical one. Your responses continue to detail a small portion of what actually happened without the full context until I call it out and provide proof.

***********************************************************
Initial Complaint
Date:02/03/2024
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 made an account for ********************** using the Apple "hide my email" function. I then attempted to login using the login and password I created. An error populated that the password or email was incorrect. I used the 'forgot my password feature' multiple times. However, Scribd does not send you the resent password email. I assumed this was an anomaly associated with the hide my email. I reached out to customer service to resolve the issue and delete my account prior to the free trial expiration. I created a new account with my actual email *********************** The same issue happened. I attempted the same corrections and used the forgot my password function. This should not be happening because my password is stored in my MacBook and is available for each login attempt. I tried to manually input the password as well. I believe this is intentional, or at a minimum, gross negligence. Here is both of my orders. I want to access my account, and the original account cancelled. I'm still within the window of free trial, but the will soon expire which will charge me. I've contact the company many times through their customer service and ********* Their system is automated and does not actually work to connect users to customer service to resolve the issue. They have not responded to any of my outreach. Order #********* Email address:*********************************************** Payment method:Credit card Subscription plan:Recurring Monthly Membership for $11.99/month Amount charged:$0.00 Update payment information ************************ Order #********* Email address:********************** Payment method:Credit card Subscription plan:Recurring Monthly Membership for $11.99/month Amount charged:$0.00 Update payment information
Business Response
Date: 02/04/2024
Hello *****,

Happy to help answer any questions. I am sorry for the experience you have had. I can assure you the the sign in issue you are experiencing is a known issue that is happening to other users who have registered their account with their Apple relay address. We are diligently working on a fix to restore access for these readers.
I reviewed both accounts and can confirm that both have been deleted and you will not be charged. If you have any charges from us please reply to this message and we will be happy to look into them for you.

Ive merged these accounts into a single account under the email address ************************************ We merge accounts so that each reader is only associated with one account. The account will remain deleted. It's also easy for us to reactivate your account if you wish to return with the same profile.

Thank you for spending some time reading with us. Please let me know if there's anything else I can assist you with or if you have any questions! Have a wonderful day!
Initial Complaint
Date:01/29/2024
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 one month subscription via Paypal and then stopped further recurring payments.Immediately, Scribd cancelled by one month access
Business Response
Date: 01/30/2024
Hello *******,
Thank you for bringing this to our attention! If you are being charged by **, this means that there is an account with an active subscription that is causing these charges. The account linked to your email address has not had an active subscription since 2019, We will need to locate this account before we can assist you further with this request.

To this end, please reach out to us by creating a ticket through this link: bit.ly/social-support-help One of our support agents will then reach back out to you and assist you further with this issue. Thank you!
Initial Complaint
Date:01/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My subscription with the merchant was cancelled in February of 2023. I received an email from the merchant confirming the cancellation of my subscription which stated that my credit card would not be charged after 03/06/2023. The merchant has been charging my credit card since June of 2023 and I just discovered this today (01/28/2024). I tried contacting the merchant via email and the email was undeliverable because the email address was no longer valid. I also tried contacting them via phone using a phone number provided to me by my credit card company and the phone number was invalid. I am unhappy about being charged for a service after it was cancelled and my inability to reach the merchant via email and phone to discuss the matter. I also noticed today the merchant has sent several emails asking me to rejoin the subscription. The emails date back to 03/2023 (the month and year the subscription should have ended and charges to my credit card should have terminated).
Business Response
Date: 01/29/2024
Hello ******,

Thank you for bringing this to our attention. I was able to locate your support ticket #******* with your email address and have sent you a reply. We look forward to working with you via email. Thanks again!
Initial Complaint
Date:01/24/2024
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 was grandfathered into a lower price than the current price. I had to change my payment method and was told by scribd customer service to cancel ********************** and renew with new payment method. I confirmed with them the price would not change. But it did change to a higher price. Now scribd will not honor the price I had and I am upset about this.
Business Response
Date: 01/25/2024
Hello *****,
We apologize about the confusion on our part. The original price point no longer exists as an option. This is because the price increased a few times since you first subscribed back in 2017.
We've made sure to provide additional coaching to all our agents to ensure that this does not happen again. We understand this does not help with losing your original price, so we've added a 6 month subscription to your account. Please check your ticket with us for the full resolution. We apologize again for this issue. -FC
Customer Answer
Date: 01/25/2024

Complaint: 21191686

I am rejecting this response because of the lies. I have asked to speak to someone in executive management and this has gone unanswered. The agent specifically told me that my price would be the same after I confirmed with them. You cannot deny this.
How can the price change when I was grandfathered into that price since inception. Another lie is saying that i have only been with scribd since 2017. This is a gross lie. I joined back in 2008. One year after the company started.
I want to speak to someone in executive management who can help to set this right.

Sincerely,

Sofie N
Business Response
Date: 01/30/2024
We apologized to this customer for the mix-up, but as stated in our previous replies in the ticket they created about this issue, we are not able to offer the old pricing option. The original subscription that had this price was canceled, and as such, there is no way for us to once again offer this price as it has been removed.

However, we did assure the customer that we would take steps to ensure that this mix-up does not happen again, and we also added 6 months of free subscription time to their account as an apology for this issue.
Customer Answer
Date: 02/01/2024

Complaint: 21191686

I am rejecting this response because:
As I had mentioned previously and numerous times, the Scribd agent verified that only after the cancellation, I could enter the new payment. I confirmed with the Scribd agent that the price would not change and the Scribd agent confirmed it would not.
How can a business just say that the pricing I had does not exist when I had that pricing since Scribd was 1 year old (back in 2008). This is how long I was a customer ***** years! This unprofessionalism is brought on by further unprofessional Scribd agents. I am about to write to the Scribd management because I am very upset that I was lied to
I would like to speak to someone on the Scribd management side asap. In this day and age of technology, one has to just speak to the company database administrator to make a simple change on the price. How can you say that you cannot do that? It seems ludicrous, childish, and unprofessional beyond belief.
Thats why I feel that Scribd customer service is beyond help and I would like to speak to someone on the Scribd executive management side asap.
thanks!

Sincerely,

Sofie N
Customer Answer
Date: 02/13/2024
My full name is ***********************.
Is there anything else you seek?
please advice.
thanks.
Business Response
Date: 02/15/2024
We're so sorry for the initial miscommunication regarding the monthly subscription price on *****'s account, and we completely understand if this has caused any frustration for them. However, as mentioned in our previous responses, we are simply unable to change *****'s current subscription to a price that is no longer available in our system. Were truly so sorry for the inconvenience, and we hope they'll continue to enjoy their free 6-month subscription time that we credited to their account on January 25, 2024. If ***** has any other questions, they're welcome to contact our support team. Thank you!
Customer Answer
Date: 02/15/2024

Complaint: 21191686

I am rejecting this response because:
I stated why in my previous email communication. For them to deny this is unprofessional. They keep repeating the same thing so should I keep repeating the same thing??

I asked them to escalate this matter to Scribd management and they have not done so. Its very unprofessional for them to blame a customer service agent on this and not do anything about it. What is 6 months of free service going to do when I was grandfathered into an account and price for the last 16 years?
its a cheap shot they are taking by offering a few months of free service. This is NOT making me feel better. I want this escalated to their management team and I want someone in their management team to contact me. I really think that this is not being conveyed to Scribd management as I had stressed on this so many times.
I want to communicate with someone in Scribd management asap on this.

Sincerely,

Sofie N
Initial Complaint
Date:01/22/2024
Type:Order 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 subscribed to a free trial spring of 2022. I cancelled on 5/31/2022. For some reason my bank account is being charged $12.77/month beginning 08/2023. Multiple times Ive tried to see why Im being charged via their chat platform. Total waste of time. Ive been sent to support and can get nowhere bc I dont have the order number. This account was closed almost 2 years ago, why would I have an original email from a closed account?!? This is FRAUD. My scribd account says I paid via PayPal. PayPal shows no record of any transactions with scribd. I just want them to stop taking my money every month and A HUMAN to speak with so this can be resolved!
Business Response
Date: 01/23/2024
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. Please submit a ticket via this link and your request will be forwarded to our support team: bit.ly/social-support-help Once a ticket has been submitted, reply here with the ticket number, and we will escalate your case.
Thanks! -FC
Initial Complaint
Date:01/17/2024
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 recently realized that Scribd is charging me a sales tax every month on my subscription, even though I've lived in ******** since 2020 and ******** is a no sales tax state. Scribd has overcharged me $ ***** in taxes as of 12/28/23 (this overcharge continues at 96 cents per month). I contacted Scribd when I became aware of the overcharging to alert them and request a refund. Scribd notified me that they are refusing to refund me for the overcharges. They also notified me that the only way to stop continued overcharging is to cancel my subscription. This is completely unacceptable.NOTE this correspondence with Scribd is under their file # *******.
Business Response
Date: 01/17/2024
We were able to locate the ticket the user filed with **, ticket #*******. In this ticket, we informed the customer that our system only records the first area you start a subscription with us. We do this so that when users travel, they are not seeing different payment amounts each month.

We also informed the user that they will need to cancel their current subscription and then resubscribe with us in order to avoid any further issues with sales tax. While we are not able to offer refunds for any charges due to tax, we did offer to add 60 days of subscription time to their account after they resubscribe, but they did not state if they would like this time added to their account.

Should they have any further questions or concerns, they can reach back out to us through their ticket, ticket #*******. We also invite them to reach back out to us to let us know when they have canceled their current subscription and resubscribed so that we can add the 60 days of the subscription time to their account, should they still be interested in this offer.
Customer Answer
Date: 01/18/2024

Complaint: 21159938

I am rejecting this response because: Scribd owes me $31.76 in sales taxes wrongfully charged. When a customer logs into their ********************** account IT SHOWS NO PHYSICAL ADDRESS. Therefore, I as the customer had no way of knowing which address Scribd was using, nor any way to update the address when I moved. Scribd claims that their system only records the original address collected when a customer initially opens a ********************** account. I moved approximately 3 years ago and Scribd's system never updated my address, nor allowed me to update it myself, nor allowed me to see which address their system was using. All of this is utterly unacceptable.

Sincerely,

*****************************
Business Response
Date: 01/19/2024
We're truly sorry for any inconvenience or frustration this matter might have caused ******!
As we had previously advised the user in their support ticket #*******, our system only records the first location they had originally started their subscription from, and we do not ask the user for their physical location in terms of their profile information, which is why the user does not see an option to make that change.
While we simply do not have the option to ***** partial refunds, we have confirmed that we *****ed 60-day free subscription time that will expire on March 25, ****. Also, we want to reiterate here that ******'s welcome to cancel and restart their subscription to ensure they're being billed from their current location after their extended subscription time ends on that date.
If there's anything else that we can do to assist, we encourage them to follow-up with us via email. Thank you!
Customer Answer
Date: 01/20/2024

Complaint: 21159938

I am rejecting this response because: it does not provide the refund requested, nor does it solve the problem created by Scribd in misidentifying the correct address for customers which results in over-taxation.

Sincerely,

*****************************
Initial Complaint
Date:01/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been being charged to my PayPal account. Every month for *****. I was charged from multiple cards due to them being connected to a business profile. I contacted the company to see if they could refund my payments. This has been happening since 2021. I canceled multiple cards in connection to this and it continues to happen. The company gave me 5 months of refunds. I am unhappy with the resolution. I was told that they couldnt refund further payments, but they had no problem taking it in the first place. I received a email stating that they apologized for not telling me in advance that the trial ended. I cant even get into the account because I didnt make one. Thank goodness it was connected to an old email. That I did reset the password but I still wasnt able to get into the account.
Business Response
Date: 01/11/2024
Hello Sierra,
Our system shows that a trial subscription was started on September 09, 2021, with the email address ********************** in order to read/download Test Bank for Introduction to Medical Surgical Nursing 6th Edition, Linton during the trial period. It looks like the subscription was later used to read/download Hesi exit exam review and Exit Hesi Study Guide as well. Since your subscription was not canceled, you were charged for the subscription as outlined in our Subscriber Agreement.
We have already provided five refunds for this account, which is the maximum transaction refunded allowed in our system. I understand that this is not the outcome you would hoped for, but we are unable to provide further refunds for this account.
If you need more information, please reply to your support ticket (#*******). Thank you and have a great weekend!

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