Scribd.com

My agent James responded to this customer within our business day service level agreement, and has refunded the most recent chargeAs a courtesy, I have refunded the customer's [redacted] charge as well, and her account has been fully canceled

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

User was refunded by our support team on [redacted] *, ***

Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ Scribd is unable to send a check to a customer as a refund, therefore we have issued as many refunds as we can back to the original account on file (refunds, on charges within the last days)We have explained to [redacted] that the refunds have all settled successfully on our end, which means that we no longer have the money to send to herWe have advised her to contact her CC company for the funds we have sent

Final Consumer Response / [redacted] (2000, 6, 2016/01/20) */ days after my email on 1/12/15, I finally heard back from Scribd and the issue seems to have been resolvedThere was a typo in my login email address which I miraculously reproduced on a few login attempts (when I was previously able to login)I fixed it and my service was cancelledScribd also cancelled my current undesired $chargeI'm satisfied with resolution, but not at all satisfied with the time in which it was handledI would've hoped that a simple login issue and cancellation of service request wouldn't take days to resolvePlease consider call a phone # to call and don't claim that you resolve almost all problems within business day

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ We are happy to refund Mr [redacted] , but are unable to find a paid subscription under the email address [redacted] @sunway.edu.myIf he can provide us with a different email he may have used, or the last digits of the card that was charged, we will be happy to find and refund the charges Please note that I have no correspondence from Mr [redacted] coming directly to Scribd - he has not reached out directly to us for this refund, which we would have been happy to provide had he reached out directly Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last digits of my credit card no: Citibank MasterCard I was not provided with the relevant details to liase directly with Scribd.com Hope this helpsPlease cancel all future transactions in relation to this particular Scribd.com download

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ We have issued a refund to [redacted] in the amount of $USD on Wednesday, September She should see her refund post very shortly Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) All resolved thanks

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ I have explained to [redacted] on multiple occasions that Scribd is unable to cancel any subscriptions which have been created using iTunes, which he did We have this explained in all of our cancelation FAQs, which can be read here: http://support.scribd.com/entries/XXXXXXXX-How-do-I-cancel-my-premium-membership...⇄ http://support.scribd.com/entries/XXXXXXXX-How-do-I-cancel-my-account-or-members...⇄ http://support.scribd.com/entries/XXXXXX-How-do-I-cancel-my-premium-membership- Please also see the attached screen shot of ***'s Scribd account Admin page, which shows that his subscription was created using Apple iTunes [redacted] has been instructed twice to contact Apple Support to ensure that his subscription has been canceled through their service, per their user agreements Due to Apple's strict user security, Scribd cannot see any customer information that was shared via iTunes, nor can we cancel any subscriptions or refund any charges made through iTunes Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their instructions for canceling the subscription do not work I see no indication on the screenshot referenced that this was ordered through iTunesTHEY may have deflected through iTunes, but I placed the order through their website Apple does not seem to understand the issueI've tried, and will keep trying I want NOTHING from the people at Scribd, except an assurance that, when the free trial (which I have NOT used) is over, that I will not be charged for subsequent month(s)That doesn't sound to me like too much to askReally, I shouldn't have needed to resort to Revdex.com to get help [redacted] Final Consumer Response / [redacted] (4200, 13, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Scribd did not disclose, prior to signing up for the service, how difficult it would be to cancelFirst they adamantly claimed that I signed up through iTunesI have steadfastly stated that I did no such thingI went to their website and signed uo thereNow, for the first time, on September 24, their language has changed, saying "If any new subscriber uses our app or website on an Apple device, and orders a new subscription, it will automatically route through iTunes..." That's very different than previously statedLanguage to that effect needs to be added to a disclaimer before a user signs up for the serviceIn the meantime, when I try to cancel through the Apple interface, I get no opportunity to cancel (or even explain the problem,) Since they (Scribd) has a relationship with Apple, I'm asking that they use their special relationship with Apple, to help get this problem resolvedAs a consumer, Im trapped between giant Apple and vendor Scribd, with no one willing to [redacted] up and held the customer with a simple actionThat's why I contacted Revdex.com in the first placeIf, on October 15, my bank account is accessed by Scribd/Apple and monies are debited from my account, for a service I've never used and have tried dilligently to cancel with BOTH entities, working through their respective customer service centers AND Revdex.com, then I will ratchet this up to the CA State Attorneys General officeDoes anyone at ANY of these entities, understand that this is frustrating and wrong??? Final Business Response / [redacted] (4000, 21, 2015/10/16) */ Hi [redacted] , I am more than happy to work with you here as I was the person handling ***'s complaint in our office I have provided as much information as I possibly can through the Revdex.com portal, including screenshots of ***'s account showing where he signed up using iTunes as his payment method Apple is extremely stringent with their payment information, and will not allow any app creator to access their recordsTherefore we cannot issue any cancellations or refunds to customers that signed up using iTunes I know [redacted] does not believe that he subscribed using iTunes, however all of the evidence proves the contraryFurthermore, he initially told us that he signed up using his iPad - when using our iOS app to subscribe, iTunes is the only option for the subscription payment I hope that this is enough information, but please feel free to let me know if you need any more documentationThank you! Best regards, [redacted] C- Scribd Support Manager Scribd, Inc

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ We have communicated to [redacted] that $is not a standard dollar amount charge for ScribdWe charge at three pricepoints - $8.99, $47.99, or $We have requested from [redacted] a statement showing this $charge from Scribd, which she has not yet provided to our Customer Support AgentOnce we receive this documentation of a $charge coming from Scribd, we can address this appropriately Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/21) */ The company contacted me and refunded my money for the unauthorized withdrawl Thank you [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/05/11) */ [redacted] subscribed to Scribd.com using the email address [redacted] @yahoo.com and username dlamaron November 7, in order to download an academic document, titled "Arens - Contemporary Advertising & Integrated Marketing Communications - 14e, TEST BANK XXXXXXXXXX"The subscription, which we make very clear on our website is recurring, was never canceled [redacted] was contacted by our support rep Gary on Friday, May Gary provided [redacted] with refunds on the last charges, as per our refund policyGary also canceled [redacted] 's subscription, and [redacted] will not be charged again I have issued more refunds to [redacted] 's account; however, this is as far back as we are able to refund, per the terms and policies of our credit card processor, Authorize.netAuthorize.net does not allow for refunds to be processed on transactions older than days, and if a refund is attempted on an older transaction, we are given an error message and are blocked from refunding [redacted] is welcome to pursue the refunds for November, December, and January through chargebacks with his credit card company

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ I am attempting to find and resolve [redacted] 's ticket in our support system, but I am unable to find anything corresponding to [redacted] @gmail.comI would need for her to provide us with the email address she used to write to Scribd about this situation Once I have this information, I can further investigate this situation and hopefully resolve it for her

We currently have an open ticket from Sarah in our support systemIt appears that one of my agents did not escalate this issue to me as Sarah had requested in AprilI have reached out to her personally to get more information on the charges so that we can find them and stop themThe last time she wrote to us, my agent was unable to locate any of the charges with the information Sarah had given usI have asked her for further info so we can get this sorted quickly

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ [redacted] has been refunded by our team as of yesterday, May A subscription was purchased on May 7, under the email address [redacted] @rcn.com, in order to download https://www.scribd.com/doc/XXXXXXXXX/America-

There has been no correspondence between [redacted] and Scribd Support that I could find under the email address [redacted] However, I was able to refund the [redacted] 26th charge, and cancel their subscriptionIn the future, the customer must reach out to Scribd support if there is any issue that needs to be resolved, and we will take care of it immediately The refund will post in 3-business days, and the customer will not be charged again

Scribd needs the expiration date of the card in order to narrow down which transactions are tied to that specific cardThere are multiple cards containing the same last digits as this customer's, and we cannot find the correct charges without knowing further detailsWe are not asking for a full card number, just the expiration dateAn expiration date and last digits of the card cannot be used to make further chargesIf a customer is unwilling to work with us so that we can find and stop their charges, we cannot move forward

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Mr [redacted] appears to have successfully canceled his Scribd subscription as of August 4, He has not been charged, nor will he be in the future

Based on the email address, we have no record of complainant contacting Scribd directlyScribd responds expeditiously to valid DMCA notificationsWe provide a form at http://scribd.com/report that will generate a legally valid DMCA notification and send it directly to our copyright team

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Our records indicate that ***'s cancelation was initiated several hours after our system had already processed the charge for her subscription, on September I have issued a refund of $87, and notified the customer through our own support ticket system Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/15) */ Since forming this complaint, I finally received notice from Scribd that they would be refunding me in fullSo, I would like to end or revoke the complaint, as they have refunded me

Unfortunately, we have no email contact from [redacted] in our support ticket management system, so we have not been able to take care of this issue via the channels In order to find these charges, I will require [redacted] to contact [email protected] with the last digits of the card that was charged, and the dates of the charges, so that we can appropriately find and refund the charges