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

258 total complaints in the last 3 years.
58 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: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!
Initial Complaint
Date:01/04/2024
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 had at least 6 issues with the billing. I was doubled charged for 4 months and they couldnt figure out why. I canceled my subscription in the past and continued to be charged. I canceled my account in November and I just received a charge today 1/4/24. I have emailed them every time and they refund the charge but cant figure out why Im being charged. The monthly charge is 11.99$. They charged me for a whole year back in November without authorization causing my account to go into the negative. That total was 129.35$. All I want is stop being charged, I wont ever be using their service ever again. I appreciate any help you can offer. Thank you very much . ***********
Business Response
Date: 01/05/2024
We apologize for any concern this might have caused ***********, but it appears the charges are associated with a duplicate account, which requires further verification. A member of our support team has responded to ***********'s ticket #******* via email, requesting verification of the email address. If *********** could please continue to follow-up with us via email, we can proceed to review the account and ensure any active subscription is canceled, along with providing any available refunds at that time. Thank you!
Initial Complaint
Date:01/03/2024
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 wanted to download a book from Scibd but couldn't without a subscription. I subscribed, gave them my banking details. When I tried to download the book, I couldn't. In fact, there was no book to download or read! Needless to say, I immediately cancelled my subscription. Just got a not from my bank that they have debited me for $9.99. I want a refund!My account name in **************Thanks so much.
Business Response
Date: 01/03/2024
Hello there, we apologize for any confusion or frustration this might have caused!

Reviewing Nosipho's Scribd, Inc. account under the email address they provided (*******************), our system doesn't show a cancellation prior to the automatic renewal of the account, which is why they were billed. Since their subscription was not canceled before the free trial renewal, they were charged for the subscription as outlined in our Subscriber Agreement seen here: **********************.

However, we've confirmed the user did successfully cancel the subscription after renewal on January 03, ****, at 14:42 UTC, so they will receive no new charges unless they choose to restart their subscription. We've also refunded their recent charge of ***** USD, so their bank account should be credited within 5-7 business days (they can read more about refunds in our ************ **********************). Their free account will remain active, so they can still share documents and use other free features.

We hope this helps, but if they should have any other questions or concerns, they can reach out to our support team using this form: *********************************. We'll be happy to help!
Initial Complaint
Date:12/22/2023
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.
On June 14th, I purchased an annual membership with Scribd (order # ********* ) Suddenly, I have this charge on my paypal account for a monthly $12.98 charge. I don't know how they came up with this. I also had issues with ******* charging me (I think these companies combined) and it took some effort to get that resolved. I contacted Scribd about this via their customer service portal with no response yet. I woule like to be reinbursed and also told how this charge even came up. It feels scammy to me.
Business Response
Date: 12/22/2023
We apologize for any confusion or concern this situation may have caused ********, but we will gladly work with them to get this resolved as soon as possible. It appears this monthly charge is linked to a duplicate account, so a member of our Payments and Billing team has responded directly via email to ********'s support ticket #******* to request further information so that we can ensure the monthly subscription is canceled as soon as possible. Once ******** follows up with us via email, we'll work on canceling that subscription, granting any available refunds, and merging the duplicate accounts to avoid any confusion or access issues in the future. Thank you!
Customer Answer
Date: 12/23/2023

Complaint: 21045162

I am rejecting this response because I asked not only to reinburse but "how" the charge came to be in the first place. I did not subscribe on another account. I feel ********************** and Everand are scamming customers by double charging and auto billing for services not requested and then waiting for people to complain about it to make money.

Sincerely,

***************************
Business Response
Date: 01/05/2024
We explained to ******** in her ticket with **, Ticket #*******, that she had a duplicate account with us that was responsible for the second charge. We issued a refund for the duplicate charge, and we canceled her duplicate subscription. We also merged both of her accounts together to avoid any further confusion.

While we are not able to provide an exact reason as to why she created this second account, we let her know that sometimes members accidentally create new accounts with different emails thinking they are logged into their original account, and it is possible that this is the reason she had a second account with us. Because she started a subscription with us for this second account, she received this duplicate charge from us. However, as mentioned in our response to her through her ticket, unless ******** starts another account with an active subscription with us, she should see no further issues with duplicate subscriptions or charges going forward.
Customer Answer
Date: 01/08/2024
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:12/20/2023
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.
After trial period i became scribd user for the last two years with no email notifacion from scribd, or any kind of other notification.As consumer i have to right to be informed.I need from scribd to refund me 188,78$.As i didn't know that im scribd subscriber so i did not use it.
Business Response
Date: 12/20/2023
Hello ****,
Thank you for your message. I apologize for any inconvenience this has caused!

I can confirm that we send a reminder email before the free trial ends and the subscription is billed for. For reference, the reminder email is sent with the subject line: We hope youre enjoying Scribd! We recommend checking your spam/junk folder, as email providers can sometimes sort messages incorrectly.
After reviewing your account, I we issued you a refund for the following months:
-October 19, 2023
-September 19, 2023
-August 19, 2023
-July 19, 2023
Our records do not show that a cancellation was completed for this subscription, so we will not be issuing any further refunds outside of what has been previously provided. Please bear in mind that transactions made prior to a certain date are inaccessible for refund, as they are finalized.

If you have any other questions or concerns, please submit a ticket here: bit.ly/social-support-help
Thanks again and I hope you have a good rest of your day. -FC
Customer Answer
Date: 12/22/2023

Complaint: 21034267

I am rejecting this response because:
Show me email from your archive which it contains notification that you have been send notification or bill to my email.
There is no notification not in SPAM, not in inbox; not in archive.
You charged me 21 times without notification on my email. Overall 188,79$
You took my money every month and didn't send a notification to my email.
if I hadn't reviewed the bank account, you would still be taking money from me.
I attached picture from my email where says: don't worry we email you before trial end.
Other businesses do not operate in such a way that they deny the customer information.
Please refund rest of my money.

Sincerely,

*********************
Business Response
Date: 12/22/2023
We're truly sorry for any confusion or frustration this matter has caused! Reviewing ****'s previous request, it appears that they did receive the free trial reminder email from Scribd, Inc. with the title "We hope youre enjoying Scribd!" as it's seen in the screenshots of their Gmail inbox that they had provided in their previous support ticket #*******.
Also, we can confirm that when signing up for a subscription with Scribd, Inc. to access Everand, Scribd, or SlideShare, our Subscriber Agreement (**********************) does state that the subscription will renew monthly until the account is canceled, as Scribd does not monitor accounts for activity so we cannot cancel the subscription on behalf of the user without receiving a request to do so.

Lastly, while we would be happy to work with **** to provide additional refunds if we had the option to do so, unfortunately, transactions made prior to a certain date are inaccessible for refund, as they are finalized. This means we do not have the option to provide any further refunds, though we sincerely apologize for this.

If they should have any other questions, they're welcome to follow-up with us via email and create a new ticket using the link provided in our last response. We'll be happy to address those as well. Thank you!
Customer Answer
Date: 12/23/2023

Complaint: 21034267

I am rejecting this response because:
You charged me 188,79$, or 21th times monthly with any notification or bill.
You will still charging me if i didn't check my bank account.
This is an unfair business, and in Europe it is called robbery.
Please refund my money.
Sincerely,

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

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Scribd is NOT a BBB Accredited Business.