Scribd.com

Initial Business Response /* (1000, 5, 2015/07/06) */
Scribd does not provide support over the telephone, but we're happy to help via via the web http://support.scribd.com/requests/new,email ***@scribd.com, and in this case the Revdex.com
***'s account subscribed under
***@cardinalmail.cua.edu did not contain the subscription she had mentioned, but our associate *** resolved this with her on Friday 7/3/- finding the account under ***@CARDINALMAIL.CUA.EDU
We have refunded the last payments per our refund policy, and canceled the subscription

Initial Business Response /* (1000, 5, 2015/09/21) */
Due to an unusually high volume in support requests, our response to *** was delayed
However, my agent *** was able to solve ***'s ticket and provide a refund on Friday, September

Complaint: ***I am rejecting this response because:
I resent the email as of morning *** as
Instructed by the business and need to get back my money before this ticked can be closed
Sincerely,*** ***

The customer's request was handled earlier this week by ***We have issued refunds to him, and he should see those post to his bank in 3-business days

Initial Business Response /* (1000, 8, 2015/05/01) */
Payments for revoked sellers were sent out in bulk and the complainant has confirmed that she received the majority of the final paymentDue to an accounting error, the final $of the payment is being released today
Initial Consumer
Rebuttal /* (3000, 10, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is correctAfter numerous e-mails asking to verify my payment was sent out March 3, Scribd finally had a check re-issued out to me on April 22, The check however was less than they owed meScribd stated they are sending out the difference due to it being their errorHowever, I cannot accept Scribds response at this time because there are funds still owed to me in which I have not received
Final Business Response /* (4000, 19, 2015/05/12) */
Scribd reissued the final payment on May The check was backdated to April, the date of the original paymentThe complainant's suggestion that she has not yet received check *** is disproven by the attached deposit statement from Bank of AmericaThe available records indicate that someone received the final payment, signed the complainant's name to the check, and deposited the final payment in the complainant's bank accountScribd strongly suspects that person is the complainant
It is not clear why the complainant continues to insist that she has not received a final paymentGiven her repeated statements, it seems that the complainant remains angry that Scribd failed to issue the final payment within the original estimate of days, despite Scribd's immediate accounting of the error and subsequent apologiesBut there is nothing that Scribd can do now to change the fact that the payment look longer than estimated
This matter is closed and Scribd will not waste any more time on itWe wish the complainant the best of luck in the future
Scribd has redacted the account number and home address in the attached deposit statementScribd will provide the unreacted records if the complainant uses the redaction as yet another reason to further this complaint
Final Consumer Response /* (2000, 21, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Its no suprise that Scribd has no clue in reporting dates....at the time of my response which was May 8th I had not recieved the remaining balance on my accountIt was actually recieved and deposited May 11thSo to falsly claim I had recieved all funds at the time of my reply shows just how out of touch Scribd is with their customer service skillsYour respone was made on the 11thdays after my response!! Simple date calculations cannot even be had by this company so it is no wonder days to recieve payment takes 50! I only accept their resolution because I have received all payments....but their level of customer service and common sense needs major improvementScribd please research information before you just quickly scan and reply!

I have refunded Jerry the maximum refunds as allowed by our payment processor (only payments made within the last days are eligible for refund, as per Cybersource and general credit card transaction rules)His subscription has been canceled, and he will not be charged againScribd makes
certain to highlight to every customer subscribing that their subscription is recurring, and that it is their own responsibility to cancel the subscription if they do not wish to be charged any longer

Initial Business Response /* (1000, 6, 2015/11/18) */
I have investigated ***'s claims, and this is what I found:
On October 13, 2015, Ms*** successfully canceled her Scribd membership, on her account under the email address ***@gmail.comWe have not charged her again on this
account
On November 3, 2015, Ms*** signed up for a NEW ACCOUNT with Scribd using the email address ***@hamline.edu, and purchased a membership with 14-day free trial, which she failed to cancel before the first charge date of November
In order to register for the trial period with a new email address, Ms*** would have needed to enter her own card information at checkout, as she was using a new account with no card information formerly attached
Ms*** has not reached out to Scribd support, either by email or live chat
I have refunded her November charge, and canceled her subscription under email ***@hamline.eduI have also removed all of her card information from Scribd entirely
For the record, Scribd does not maintain any sort of practice which reinstates a former subscription simply by logging inThe customer would need to click a "renew" button and be taken through the payment flow again
Initial Consumer Rebuttal /* (2000, 8, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

We are not able to find the account that this customer is being charged on, and she is unwilling to provide us with the information needed to find itI have escalated the ticket to our Trust & Safety team, who will be reaching out to her directly

The customer contacted us via [email protected] on Friday, and their ticket was answered today by our agent ZoeThis customer's charge was refunded in full, and should show up in their bank account within 3-business daysZoe has alerted the customer of this refund via reply email
It
does appear that the customer signed up for a month trial in July, which converts to a paid subscription at $***/monthWe have no record of cancellation prior to the customer's email from Friday, 9/9/We consider this matter closed

Final Consumer Response /* (2000, 6, 2015/06/10) */
Case has now been resolvedRefund issued by the companyThank you

While I do agree that our agent could have handled this better, and have spoken with her about the ticket, it appears that *** *** case was solved on ***, and all refunds issuedWe determined that his card was used on an account consistent with credit card fraud, and we have taken all
security measures to block, delete, and ban the user that was using *** *** payment information

Initial Business Response /* (1000, 5, 2015/09/01) */
The customer used the email address ***@gmail.com to purchase an annual subscription for the amount of $on August 27, The subscription was used to download the following document:
https://www.scribd.com/doc/XXXXXXXXX/***-BookFi-org
I have refunded the user's purchase and canceled their subscription

I am terribly sorry about this, as we have been experiencing a major backlog in support requests over the last few weeksI was able to find the customer's support request, and issued a full refund to her, with an apology for the delayed replyShe will see the refund post in 3-business days, and
will not be charged again

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough, still flummoxed as to why they say I should still get with my bank yet again since SCRIBD believes it is fraud. If it is fraud and they found the money and refunded it-isn't the fraud coming from within their company?Sincerely, *** ***

My apologies for the situation at handWhile I could not find an email from *** *** from last year, I DO see that his subscription was refunded, but not canceled at the timeThis is something that has to be done in a particular order on our end, and the agent that handled his refund did not
process it correctlyI have refunded the charge and verified that his subscription is fully canceled via *** and ScribdHe will not be charged again

Initial Business Response /* (1000, 5, 2015/06/02) */
Thanks for your message; I am sorry to hear that your purchase was not as expectedThe majority of our content is uploaded and maintained by independent users, and while we make every effort to verify the accuracy and legitimacy of content on
Scribd, it can be possible for things to slide under our radar
I have refunded your $purchase
You should receive a receipt for the refund in a separate email, and your account will be credited within a few business days
Please note that the customer did not contact Scribd directly about this charge, in which case we would have immediately refunded him

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

Initial Business Response /* (1000, 5, 2015/10/27) */
It looks like *** was assisted by our associate *** on October 26, 2015, with a satisfactory outcome*** has been reimbursed for her last charge with us, and the billing information was sorted out

It appears that we are awaiting a response from this customer for further information regarding these chargesI have escalated her case to our trust & safety team for further, specialized assistance, which it appears is needed in this situation