Scribd.com

Initial Business Response /* (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 (3 refunds, on charges within the last 120 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 her. We have advised her to contact her CC company for the funds we have sent.

our team canceled this customer's subscription on [redacted], [redacted] 13.

Initial Business Response /* (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.com. I 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.

Complaint: [redacted]I am rejecting this response because:
I am not satisfied with the businesses response. I will follow up with negative reviews on social media.
I would think a negative rating by the Revdex.com would help them see that the customers are the ones that keep them in business I have already canceled my subscription and have joined [redacted]
Sincerely,[redacted]

We are terribly sorry for this issue. It looks like due to an overwhelming number of tickets coming in, we weren't able to get to [redacted] ticket right away, but it appears that on July 20, our rep Donni responded to let [redacted] know that she had accidentally created two accounts, one with a...

subscription and one without. The one with the subscription did not include login data, so she was not able to access what she paid for. Donni provided [redacted] with a refund and apology, and [redacted] should have received the refund already, to her [redacted] ending in [redacted].

Initial Business Response /* (1000, 5, 2015/09/18) */
My agent [redacted] refunded Mr. [redacted]'s last two charges, per our refund policy, on Wednesday, September 16.
I have refunded his other two charges, for a total of 4 charges refunded. He should see all of these refunds hit his bank account...

in 3-5 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint ID: [redacted] - is now resolved, Scribd finally managed to send something that already resembles normal invoice.

Per our support records, my agent James replied to this customer on April 21, requesting further information necessary to find the charges and stop them. The customer is welcome to reopen this communication with our agents (ticket #[redacted]), but he will need to cooperate and pass along the...

information requested so that we can find and stop his charges.

We have not received any contact from this customer, from the email address [redacted]. We are more than happy to assist the customer, but he will need to write to us at [email protected], where we can move forward with finding and refunding these charges. However, the customer must...

contact us in order for this to happen.

Initial Business Response /* (1000, 6, 2015/05/11) */
[redacted] subscribed to Scribd.com using the email address [redacted]@yahoo.com and username dlamar35 on November 7, 2014 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 8. Gary provided [redacted] with refunds on the last 2 charges, as per our refund policy. Gary also canceled [redacted]'s subscription, and [redacted] will not be charged again.
I have issued 2 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.net. Authorize.net does not allow for refunds to be processed on transactions older than 120 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 /* (1000, 5, 2015/11/04) */
This was resolved before we received this a Revdex.com notification, so I'm not sure why this is an open issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

This user had 2 accounts with us that had subscriptions. While he did cancel one, he did not cancel the other. We have refunded all charges to his account.

Complaint: [redacted]I am rejecting this response because:
You never sent the receipt, you sent credit card...

transaction slip. If you don't know the difference, educate yourself, for example read [redacted] . By law or not by law, there are standard business practices, and you are resisting something that thousands of business do every day. Our company needs official document saying what exactly was purchased, and whether the tax was collected. Neither of these are in your credit card slip, but should be in the invoice. If we have an audit, your non-invoice will be flagged and will score against us.
If you don't provide the invoice, we will dispute the credit card charge solely because we don't have an official document saying what the charge was for.
Sincerely,[redacted]

I would like to help this customer, however the account under the email address [redacted] has been deleted as of [redacted]. If she can provide the email address linked to her current account I'd be more than happy to look into this.

Unfortunately, this email never made it into our system. A search for [redacted] in our support ticket database did not bring up this customer, so the email was not received. I would encourage him to re-send this email to [email protected], or [email protected]. Please see attached image.

Revdex.com:I have reviewed the...

response made by the business in reference to complaint ID [redacted]. The email with scribd is not under my primary email of: [redacted] .
 
It is under: [redacted]
 
I will only accept to work with the merchant, if I am giving a full refund of $[redacted] .

Initial Business Response /* (1000, 5, 2015/09/14) */
We have issued a refund to [redacted] in the amount of $87 USD on Wednesday, September 9. She should see her refund post very shortly.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from...

the business.)
All resolved thanks

I am sorry to say I was unable to find any support tickets or a Scribd account associated with the email address [redacted]. The customer will need to contact us with the email address used to subscribe in order for us to rectify this issue.

Initial Business Response /* (1000, 5, 2015/09/14) */
Our records indicate that [redacted]'s cancelation was initiated several hours after our system had already processed the charge for her subscription, on September 9.
I have issued a refund of $87, and notified the customer through our own...

support ticket system.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
Since forming this complaint, I finally received notice from Scribd that they would be refunding me in full. So, I would like to end or revoke the complaint, as they have refunded me.