Scribd.com

This email is in regards to Complaint #***, from *** *** **
Scribd has not only issued refunds (the maximum allowed by our credit card processor), but has also approved all chargebacks that Kate initiated with her bankShe was exceptionally abusive in her language with my agents, who
answered her in a timely manner, and did everything they could for her.
Additionally, her "Demand" that we be "Forced" to supply a phone number for customers is obviously not something that can be enforced or taken seriously, as we do provide both email and livechat supportHer refusal to cooperate with us via these channels was her own choice, and it was made clear to her repeatedly that we would do everything we could over those communication options.
Because she has been given multiple refunds and chargebacks, we consider the matter resolved, and her account has been closed

Our credit accrual rules are stated clearly in our FAQs under our Scribd Paid Access End User License Agreement (https://support.scribd.com/hc/en-us/articles/210129486-Scribd-Paid-Access-End-U...⇄ section "Scribd Credits: Audiobooks and Ebooks":
Audiobook
Credits. To access certain audiobooks, You may need to use monthly audiobook credits (“Monthly Audiobooks”)As part of your monthly or annual Membership, You will accrue one (1) Monthly Audiobook per month on the calendar day corresponding to the commencement of the paying portion of Your Membership or such other day as we deem appropriateAny unused Monthly Audiobook can be rolled over into the following month, provided that You can only accumulate a maximum of three (3) Monthly Audiobooks at one timeYou can use one or more Monthly Audiobooks to access an audiobook, as specified in the listing for each such audiobookIf You are out of Monthly Audiobooks and want to listen to another audiobook, You can purchase additional Monthly AudiobooksIf You elect to purchase additional Monthly Audiobooks, You expressly authorize us to provide Your Payment Information to third parties so we can complete Your purchase and to charge Your payment method, as further specified in Section 4(a), the then-applicable Monthly Audiobook feeOnce You access an audiobook using Your Monthly Audiobook, subject to the terms of Section 8, You will be able to continue to listen to that audiobook as long as Your Membership remains activeMonthly Audiobooks are made available to You at the sole discretion of Scribd and may be discontinued at any timeAdditional information regarding the accrual of Audiobook Credits is available here
(end link goes to: https://support.scribd.com/hc/en-us/sections/202246386-Audiobooks) We are extremely clear on this point, and this user is not entitled to further audiobook credits as per our accrual rules

The customer agreed to a subscription service upon signup, which we outline multiple times throughout the checkout processIt is the customer's own responsibility to cancel their subscription when they wish to do so, and a failure to do so is not the responsibility of scribd, nor does it entitle
the customer to a refund beyond the day policyOur agent refunded this customer for months worth of charges, the maximum allowed by ***, and I have personally informed her that we will not be refunding anything further

Complaint: ***I am rejecting this response because:
yet again every response from this company is automated and has no way to make the customer happy, they may have a disclaimer buried in there fine print, but if you do not receive the books you pay for it should be made clear before someone buys.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/02) */
[redacted]'s account was not billed this year, 2015. The last charge we have on file for [redacted] was May 23, 2014. His credit card was declined several times by our system.
I have written to [redacted] at [redacted] to let him know that his...

subscription was canceled automatically.

All refunds were processed on [redacted], by my agent Courtney. Andrey should see the refunds posted to his bank at this point.

Initial Business Response /* (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 [redacted]'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 /* (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 iTunes. THEY may have deflected through iTunes, but I placed the order through their website.
Apple does not seem to understand the issue. I'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 ask. Really, I shouldn't have needed to resort to Revdex.com to get help.
[redacted]
Final Consumer Response /* (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 cancel. First they adamantly claimed that I signed up through iTunes. I have steadfastly stated that I did no such thing. I went to their website and signed uo there. Now, 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 stated. Language to that effect needs to be added to a disclaimer before a user signs up for the service. In 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 resolved. As a consumer, Im trapped between giant Apple and vendor Scribd, with no one willing to [redacted] up and held the customer with a simple action. That's why I contacted Revdex.com in the first place. If, 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 office. Does anyone at ANY of these entities, understand that this is frustrating and wrong???
Final Business Response /* (4000, 21, 2015/10/16) */
Hi[redacted],
I am more than happy to work with you here as I was the person handling [redacted]'s complaint in our office.
I have provided as much information as I possibly can through the Revdex.com portal, including screenshots of [redacted]'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 records. Therefore 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 contrary. Furthermore, 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 documentation. Thank you!
Best regards,
[redacted] C. - Scribd Support Manager
Scribd, Inc.

My agent James responded to this customer within our 3 business day service level agreement, and has refunded the most recent charge. As a courtesy, I have refunded the customer's [redacted] charge as well, and her account has been fully canceled.

Scribd needs the expiration date of the card in order to narrow down which transactions are tied to that specific card. There are multiple cards containing the same last 4 digits as this customer's, and we cannot find the correct charges without knowing further details. We are not asking for a full...

card number, just the expiration date. An expiration date and last 4 digits of the card cannot be used to make further charges. If a customer is unwilling to work with us so that we can find and stop their charges, we cannot move forward.

It appears that our agent Zeke completed the customer's request yesterday. It looks like [redacted] daughter opened the account in question, and all charges were refunded per [redacted] request. We consider this matter closed, and [redacted] should see the refunds hit in 3-5 business days.

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 me.
the one point I will add is that the email I sent came from their 'contact us' website it came from their web page that had no phone number nor do I think it had a direct email address listed.
 
 
Sincerely, [redacted]

Again, our company is firm on this stance, and it is not up for negotiation, as it is clearly outlined in all of our legal terms. The customer is welcome to cancel if he so chooses, but will need to do so via [redacted], as that was the way he subscribed.

Initial Business Response /* (1000, 5, 2015/04/24) */
As of this time, [redacted] has been in contact with our support agent [redacted] but has not provided us with any of the information that we need in order to cancel his subscription and refund his card. We have asked repeatedly for the last 4 digits of...

the card that is being charged, as his email address is not registered in our system. I will personally follow up with his most recent email conversation with [redacted] in order to obtain this information. However, the customer should be advised that we can only refund charges made within the last 120 days, per our credit card processor. I will make him aware of this in my email correspondence.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/24) */
This has been resolved with the merchant.

We have attempted to work directly with this customer to get information that would lead us to his charges, but he has refused to cooperate with us, and thus we are unable to find and stop the charges in question. The specific information that we need at this point is the first 6 digits of the card...

that was charged, which will allow us to search for the full transaction in our banking system. We have advised him at this point that he is able to process chargebacks with his bank, as this would likely be the best course of action for him, and would stop all charges on our end as well. This customer clearly was a victim of credit card fraud, and needs to treat these charges as such with his bank.

customer signed up for 2 accounts, not 1. only canceled one. I have canceled and refunded the second account.

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 me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting...

this response because see support ticket #[redacted]. I had to file a charge-back with the credit card company because Scribd did not reply in a timely manner, causing much concern on my part. I apparently have won the chargeback. Next time, respond sooner. Sincerely,[redacted]

Initial Business Response /* (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.my. If he can provide us with a different email he may have used, or the last 4 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 /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The last 4 digits of my credit card no: Citibank MasterCard 5132.
I was not provided with the relevant details to liase directly with Scribd.com.
Hope this helps. Please cancel all future transactions in relation to this particular Scribd.com download.

We handled [redacted] complaint this afternoon, and found that her husband, [redacted], has an active account with us using the same credit card ([redacted], ending in [redacted]). 
 
We have notified her of this finding, and are currently awaiting a reply or confirmation of...

resolution.

We currently have an open ticket from Sarah in our support system. It appears that one of my agents did not escalate this issue to me as Sarah had requested in April. I have reached out to her personally to get more information on the charges so that we can find them and stop them. The last time she...

wrote to us, my agent was unable to locate any of the charges with the information Sarah had given us. I have asked her for further info so we can get this sorted quickly.