ComplaintsforScribd

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Current Alerts For This Business

Pattern of Complaint:

Scribd.com came to BBB’s attention in March 2010. A review of complaints was done in November 2023 and based on BBB files, the company has a pattern of complaints. The pattern found states issues with charges after cancelling their subscription. We encourage users to review their Terms of Use, and utilize their Help Center for assistance.

On November 27, 2023, the company provided BBB with the following information

CANCELATIONS::
Scribd memberships can be canceled via a user’s Your Account (account settings) page on our website: https://www.scribd.com/your-account

A detailed cancelation guide can be found in our Help Center here: https://support.scribd.com/hc/articles/210134046-How-to-cancel-your-premium-membership

**PLEASE NOTE: Users will know their account has been successfully canceled when they see the green banner with the message “Successfully canceled your membership. This may take a few seconds to take effect” displayed on the page. They will also receive a confirmation email to the email address registered to the Scribd account. The only reason a customer would not receive a cancelation confirmation is if their email address is incorrect on their Scribd account, or they did not complete the cancelation.

CONTACTING SCRIBD SUPPORT::
We do not offer phone support. Our web-based support team is available to assist 7 days per week via email.

If a customer writes to Scribd asking for their account to be canceled or requesting a refund, we do so within a 27 business hour or 3 business day SLA. However, more often than not, these support cases are addressed well within or under that time by our specialists. Additionally, customers are provided with these response/resolution time expectations in their confirmation email after they have successfully submitted a support ticket to us.

Users can open a support ticket by visiting https://support.scribd.com/hc/requests/new
and selecting the “Ask a Question” option in the center of the page.

More details about the kinds of support our team offers here: https://support.scribd.com/hc/articles/210135446-Scribd-Support

Additionally, our Help Center, https://support.scribd.com/hc/, has robust self-service capabilities for users to cancel their accounts and request a refund. The Help Center can also be accessed via the app by selecting Account >> FAQ/Support >> Ask A Question >> Self-Service options will populate (If you still need help, scroll to the bottom and select “Contact Support” to fill out an email ticket request form).

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Initial Complaint
04/30/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I took a free 1 month trial subscription with Scribd, which stated that I could cancel at any time. I tried to cancel, their web site is dysfunctional. I cannot even login to follow their so-called cancellation procedure. I emailed them repeatedly. I got only an automated response. I tried to reclaim the payments I made via ****** and then Scribd lied to ****** saying I am under contract and their charge is correct. So now I have an additional dispute with *****l. SCRIBD cannot be contacted, they cannot be canceled, but they continue to take 10.99 from me via ****** every month. Google reviews are full of this same sort of complaint as is your BBB web site. Why is nobody doing something about this fraudulent company who is blatantly stealing from individuals via false advertising?!
Business response
04/30/2024
Hello Michael,
Thank you for bringing this to our attention! We are truly sorry for your experience, and it is one that we truly do not want our readers to experience. We've reviewed your account, and see the chargeback was reversed in our favor. We've refunded both charges and made sure the subscription is canceled, so you should not see a charge going forward. Please allow up to a week for the funds to be credited back to your account.
We hope that this was helpful! If you have any other questions or concerns, please feel free to let us know and we will be happy to help. Thanks again and have a great rest of your day!
Customer response
05/01/2024
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.
Thanks to BBB for arbitrating in this. Otherwise, it was impossible to deal with SCRIBD on their website or by email. I suspect and hope that they will have to make some serious changes in their behavior in order to earn a higher rating from BBB,

Sincerely,

Michael ******
Initial Complaint
04/24/2024
Complaint Type:
Product Issues
Status:
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.
On August 6th,2023 was the first charge, and I talked with my bank on ***** 22,2024 regarding this situation, which i thought was handled, due to wrong information. Yet it is not and was charged 9 payments which totaled to $115.20. Hoping to get the refund for all the unauthorized charges and to never have this issue again. Could not call this company at all, and tried online email or chats, both went nowhere, lol Looking for help to resolve this matter as soon as possible, it's been an aggerating headache. It should not be this hard to get the company responsible to fix, yet this was a nightmare asking for help. Thank you .
Business response
04/24/2024
Hello ****,

Thank you for your email, and Im sorry for the experience youve had. Our system doesn't show a cancellation prior to the automatic renewal of the account ******************** which is why you were billed. As requested, I have cancelled this subscription to ensure you will not be charged again. Per our Refund Policy, I have gone ahead and refunded your most recent charge; I was also able to make a one-time exception, and have issued refunds for the maximum amount of transactions allowed in our system (six months). You should see these funds credited back to your account within 3-5 business days, though this can occasionally take longer depending on your bank's policies. As an additional layer of security, I've also removed your payment details from our system.

Your free account will remain active, so you can still share documents and use our free features. In some cases, full versions of documents available on Scribd may only be visible to Scribd subscribers.
Initial Complaint
04/13/2024
Complaint Type:
Billing Issues
Status:
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.
Scribd has illicitly charged me $3.76 on April 13, 2024. This isn't the first time they've engaged in this deceitful practice; they previously hit me with unauthorized charges in September 2022 for two consecutive months. After filing a complaint (Request #*******), I was refunded. Now, they've resumed charging me for a service I never subscribed to. This is a blatant case of fraud and unauthorized transactions.
Business response
04/14/2024
Hello ******,
Thank you for bringing this to our attention. I am sorry to hear about the unexpected charge. I have sent you an email in reply to your support ticket #*******. I have located an account and need some more information to complete your request.
If you do not see my email do not hesitate to reply back. Thank you and speak soon.
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
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.
Starting March 2, 2023 up to April 2, 2024 Scribd has charged our bank debit card $11.99/month for a total of $155.87 for services we have never used. I tried to cancel the services and their website wanted me to agree to a list of terms and conditions. I want all the money return that they have charged me for services I have never used. *********************
Business response
04/10/2024
We were able to locate the ticket that the customer created for this issue, ticket #*******. As mentioned in this ticket, our system shows that the customer started a subscription with us on January 31, 2023 with the email address they provided.
After their free trial period ended, their account automatically enrolled in a recurring subscription. Since their subscription was not canceled prior to their trial subscription's end date, they were then charged for the subscription as outlined in our Subscriber Agreement. They can view this agreement here: ***********************************
Finally, we confirmed that they canceled this subscription. We also issued the maximum number of refunds our payment processors would allow, which is six months. They can find more information about how this account was started as well as information on the refunds issued in their support ticket.
Initial Complaint
04/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I was notified through email that o had been charged ***** USD (***** CAD) and that payment was sent to scribe.com. I emailed them with no reply. I researched the company and am sure that o never authorized a purchase with them. It should be noted that my credit card information, Apple Pay, PayPal account, etc was most likely the target of an information breach, as I never authorized this.
Business response
04/07/2024
Hello *******,

Thank you for bringing this to our attention. I am sorry for the experience you have had and we are happy to help issue a refund. I located your support ticket #******* and sent you a reply via email. The subscription has been canceled and a refund issued, but we still have some questions about the account.
Looking forward to hearing from you via email.
Thanks again!
Initial Complaint
04/01/2024
Complaint Type:
Product Issues
Status:
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.
Scribd is allowing a man named ******************* ******, to steal my identity and act as me This man who lives in my town. No idea who he was before I found out he uploaded my resume to Scribd and the genius posted it using his account , as it says uploaded by ******************* ******. ************************************************************************ And used an imposter email using my last name he made it on Hotmail I reached out to scribd customer service and they refused to remove it I'm here to officially demand scribd removes my resume off their website It was put up my the man who is acting as me using a fake email and my real address and number It's a shame Scribd let's this happen
Business response
04/01/2024
Hello *******,

Thank you for bringing this to our attention! We have located your ticket with us about this issue, ticket #*******, and we have escalated it to our specialized team for further assistance. They will reach out to you via email through this ticket about this issue as soon as they are able to.

Should you have any questions about this issue in the meantime, please follow up with us through this ticket. Thank you!
Initial Complaint
03/27/2024
Complaint Type:
Product Issues
Status:
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.
Subscription Cancellation-Transaction ID ***************** *********************************** <************************>May 31, 2023, 3:25AM to support Good Morning:I'm contacting you for a second time to cancel an unauthorized subscription to Scribd. Your organization has unlawfully collected over $300 from my account. I am requesting a full refund and a suspension of any further monthly. This action warrants a class action lawsuit. I'm sure that I'm not the only one. My email address is ************************ I appreciate any help you can provide.Although I followed the directives to cancel the subscription, Scribd has continued to deduct $11.99 per month from my checking account.
Business response
03/27/2024
Hello *******,
Thank you for your message.

Unfortunately, we haven't found any accounts with the information you have provided. Please reach out directly with our support so we can request the relevant information to locate your account and solve this issue. Please use this link to create a direct ticket - *********************************. Thanks!
Initial Complaint
03/22/2024
Complaint Type:
Billing Issues
Status:
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.
I canceled the subscription back in December and they have still been charging me every month!
Business response
03/23/2024
Hi,
Im so sorry for the trouble this has caused, and Im more than happy to help get this resolved. Our team will need some additional information beyond what youve provided so far to locate this account.

May we please have all of the following, if available?
The username or email address the account is being billed under, if known. Any alternate email addresses that *** have been used to create the account *** be useful as well.
The original email receipt for this subscription. This will show the Order ID, which we can use to locate the account.

If you were billed directly to your card:
A screenshot or copy/paste of the line item in full as it appears in your bank account. The transaction description should include "Scribd, **** or "Scribd.com" as well as a numerical ID in the purchase description that will help us locate your purchase. For your security, please do not include any other information from your bank account.

If you were billed through PayPal: Your PayPal Profile ID, Transaction ID, and/or Invoice number from your PayPal receipt.

If you were billed through ****** Play: A copy of your most recent ****** Play receipt.

If you were billed through the App Store: A copy of your most recent App Store receipt.

Once we have the above, we should be able to track down the account. We *** still need to confirm the account details with you to make sure that we have located the correct account to cancel and can accurately process any available refunds. If we find more than one account, we can merge them at that time. If you have any further questions, please let us know.

Thanks again for your cooperation, and we look forward to your response!
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
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.
I canceled my account and i have the email of confirmation of cancelation. With the date of cancelation. And they still charged me. I attached a screen shot of the email of cancelation. And my ticket number they keep sending my link for a refund request that it doesn't work automatic reply. I recquest an immediate refund and cancelation of my account.
Business response
03/19/2024
Hello there, we apologize for any inconvenience or confusion this has caused! We've confirmed that ******* took the following actions on their account registered under the email address *************************** resulting in the charges they continued to receive:
- Subscription was activated on January 18, 2024, at 02:25 UTC
- Subscription was canceled by the user on January 18, 2024, at 04:39 UTC
- Subscription was reactivated by the user on January 18, 2024, at 20:11 UTC
- Subscription renewed for 10,99 EUR on February 18, 2024, at 02:25 UTC
- Subscription was canceled by the user on February 24, 2024, at 16:54 UTC
- Subscription was reactivated by the user on February 24, 2024, at 22:05 UTC
- Subscription renewed for 10,99 EUR on March 18, 2024, at 02:25 UTC
Our system shows that if the user received a cancelation confirmation email for March 2024 then this is likely linked to another account that we still need to locate. If ******* could please respond to our latest email related to ticket #*******, with the requested information, we'll gladly work to ensure any active subscriptions are canceled as soon as possible. Thank you so much!
Initial Complaint
03/17/2024
Complaint Type:
Product Issues
Status:
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.
Company restarted bill my card after I had already sent and processed a cancellation.Company refuses to refund me the additional 14 months they billed me for $12.71
Business response
03/18/2024
Hello ****,
We appreciate your message! Our support has responded to your ticket number *******. To summarize, we have issued an additional 5 refunds for a total of 6 months reimbursed. That is the maximum refund we can issue as transactions made after a certain date are inaccessible, as they are finalized.
We hope this information was helpful. If you have any additional questions or concerns, please respond to ticket #*******, and we will be happy to assist. Thanks again and have a great rest of your day! -FC

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