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:01/03/2024

  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,
  
  *********************

• Initial Complaint

  Date:12/17/2023

  Type:Delivery 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.

  This company has charged me $9.99 a month on the 14th of every month. I have never ordered this subscription. I dont know what this company is or does ripping people off

  Business Response

  Date: 12/18/2023

  Hello *****,

  Thank you for reaching out!

  I apologize for any confusion. Everand through Scribd, Inc. is a digital reading subscription that brings you monthly access to the best books, audiobooks, sheet music, news, and magazines. Many of our members use our websites and apps to read everything from bestsellers and old classics to legal documentation and instruction manuals. We also carry a wide variety of sheet music and news articles, along with thousands of audiobooks. The charge you are seeing is likely for our monthly subscription fee.

  I was not able to locate any charges with the information you provided. Please submit a ticket through this link and your request will be escalated straight to my inbox: bit.ly/social-support-help

  Thanks!

• Initial Complaint

  Date:12/17/2023

  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 cancelled my Scribd subscription and you guys charged me anyways. When I did not receive a confirmation email, I went back to your website and checked 4 times over the course of 4 months, but the cancel button was not visible. As in, something is off with the code on your webpage and the cancel button did not appear where your own instructions say it should be. I explained I just wanted to resolve this, and ************** with your support is choosing to try and punish me by telling me I cannot have a refund because I disputed it. This should not matter. If a refund was issued, then the dispute would end. I cancelled this service. The email associated with my account is ***********************

  Business Response

  Date: 12/18/2023

  Hi ****,
  

  Happy to help explain what is going on and I am sorry for any confusion.

  I looked into your PayPal dispute and can confirm a chargeback was received on December 16 2023. I am sorry for any inconvenience but we do not have the option to refund the transaction because of this filing. 

  Unless the chargeback is returned any refund due will be handled through the resolution system at PayPal. If youd like an update on the status of the refund requested, please contact them directly.

  Please let me know if you have any additional questions or if there is anything else I can do to help. Thanks again, and enjoy your day!
  

  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I cancelled my subscription with Scribd earlier this year. I thought it was in February, they cannot find records of cancellation until June of 2023. I saw I was still being billed to my credit card, and I called them to let them know my account was cancelled. (Indeed, if I went on their page, I would be notified that my account was closed, and asked if I want to subscribe again.) I presumed that took care of it. I saw in my November 2023 statement that I was still being billed. I emailed Customer Support explaining their error and asking for a refund of the multiple monthly bills in error. My communication with Scribd via email ahs been a joke. Today I receives yet another nonsensical, delaying, noninformative email from them. I am **** off enough that I have decided to lodge a formal complaint with you.

  Business Response

  Date: 12/14/2023

  This customer had two accounts with us, and one of these accounts had an active subscription. This is why they were charged. We located the ticket they filed about this issue, Ticket #*******, and followed up with them about this issue. We canceled this subscription for them, issued a total of six refunds, and merged their accounts to prevent any future confusion.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 21005132
  
  I am rejecting this response because:  1) No refund has been made; and 2) If I had had two valid accounts I would have been billed twice each month, which never happened. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2023

  We apologize for any miscommunication here, but we're happy to provide clarification! A member of our support team followed up with **** in a response to ticket #******* via email confirming the information listed below, though we're sorry if that response was not received:

  - 6 refunds were provided on December 14, 2023. These refunds are for the monthly charges **** received between June 18 and November 18, 2023.

  - **** confirmed the redacted email address ar******************** on the duplicate account that we found, where we verified there was a second active subscription, resulting in the charges that they received. We confirmed that account is an entirely separate account from the primary account connected to ************************, which means cancelling the subscription for the account under ************************ had no effect on that second account.

  - We have confirmed the refunds issued on December 14, 2023, should be posted to ****' bank account within the next 7 business days (excluding weekends).

  We hope this helps clear up any confusion, but if there's anything else that we can assist them with, they're welcome to follow-up with us directly via email and we'll be happy to help!

• Initial Complaint

  Date:11/26/2023

  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.

  On October 24th I decided to get a free trial on the platform Sribd, the email I got states that starting November 24th I would get the first charge of $9.99 however, on November the 23rd I got charged for the first month of the subscription, I tried to cancel and the answer I got from the website was that I would lose access to the paid features, I agreed to lose access but I never received the option to get a refund. I sent 2 requests to customer support and never heard back from them.I used my boyfriend's PayPal account in order to register, that is why the email on the payment method is different.

  Business Response

  Date: 11/27/2023

  Hi *****, Thank you for reaching out about this. I am sorry for the experience you had canceling your account and requesting the refund. I located your support ticket #******* and can confirm a refund was issued. Please allow 3-5 business day for the funds to show in the account.

  I also 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. 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.

  Our records show your account was charged on November 24, 2023 01:03 UTC. This time may different in your local area depending on your time zone, I am sorry for any confusion this caused. 

  I hope I was able to answer all your questions  if you have others or need help with something else feel free to reply to your support ticket. Thank you for reading with us and have a great day! 

  Customer Answer

  Date: 11/27/2023

  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,
  
  Jinne Main

• Initial Complaint

  Date:11/24/2023

  Type:Billing 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 accepted a 30 day free trial access from Scribd. It was assured on the website that I would be sent an email warning that my trial period was almost over. I received no email. I have tried to unsubscribe but the instructions tell me to go to an item in My Account that doesn't exist. I have been charged twice now on my credit card. After both the first and the second charge, I tried to unsubscribe again and after logging on to the site and going to My Account it still shows account information and, again, there is no option to cancel or unsubscribe. There is a delete account option, but that does not cancel the subscription. The delete account option also does not work. It requires that the account be canceled first and there is no option to do that.

  Business Response

  Date: 11/25/2023

  We apologize for any inconvenience this might have caused! Since we are unable to track down an active subscription linked to the user's email address (****************), a member of our Payments and Billing team has followed up directly with ****** in response to their support ticket #******* to request some additional information to locate their subscription.

  Once we receive a response to ticket #******* with the requested information, we can move forward with canceling the subscription to prevent additional charges. We'll be able to process any available refunds at that time as well. Thank you! 

  Customer Answer

  Date: 11/27/2023

  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:11/22/2023

  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 signed up for a trial membership with Scribd.com and then attempted to cancel. I could never log in to the account, and the only way to cancel, according to their website, is via logging in. I repeatedly attempted to contact them and have emailed them multiple times via their very difficult to access customer service system. I have been charged first $9.99 and now $11.99 for the past 18 months. I can not figure out what I can do. I never used the service after the one time I had to look at some slides. They will never respond. I want to 1) Cancel and 2) be refunded the $209 I have been charged for a service I never used. As the screenshot from my communication with them in July 2023 shows, they themselves said I never activated my account, and yet the other screenshots show they kept charging me, leaving me in a loop where I cannot CANCEL but am still PAYING even though I don't even have an account. It appears from your complaints this is a common problem with them.

  Business Response

  Date: 11/23/2023

  We have located the ticket that the customer filed about this issue, Ticket #*******, and we have escalated it to our billing team for further investigation. After reviewing this ticket in the meantime, we can confirm that while our team was correct in that there is not a subscription connected to the account under the email address they provided, it appears that there was a misunderstanding as this instead indicates that there is another account in our system that is generating these charges. It is important to note that we will need to locate this account before we can proceed with their request. 
  Because we weren't able to locate this account with the information they provided so far, we have reached back out to the customer for further information so that we can locate this account through their ticket. They will need to follow up with us through this ticket for further assistance with their refund and cancellation request.

• Initial Complaint

  Date:11/20/2023

  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.

  Nov 20 $***** Oct 28 $1271 Sept 28 ***** Aug 23 $***** I thought they were more but Im looking over them I subscribed to a free trial to check plagiarism in a document then I canceled the service I just found out Friday they were still billing me I emailed them asking them to cancel my subscription and refund my money I sent the email and they charged me again They bill when they want to ************ is a rip off They don't have a phone number all they have is an automated service that sends u to their email Id say they been scamming alot of people with the free trial and no refunds after 30 days What made me so mad they billed me again after I told them to stop

  Business Response

  Date: 11/21/2023

  Hello ****,

  We apologize for any trouble. Upon review of the email address provided, we show that your recent support ticket, under ticket number #*******, has already been responded to by our support team. Please continue to respond to ticket #*******, and we will continue to assist in any way we can. Thanks and have a great rest of your day! -FC