Scribd.com

Initial Business Response /* (1000, 5, 2015/05/29) */
[redacted] has been refunded by our team as of yesterday, May 28.
A subscription was purchased on May 7, 2015 under the email address [redacted]@rcn.com, in order to download https://www.scribd.com/doc/XXXXXXXXX/America-2020.

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

User was refunded by our support team on [redacted].

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]

we were not ignoring this customer, we have simply been working through a major backlog in support requests. I have refunded her and replied to her request. She should see the money refunded in 3-5 business days.

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 subscription. In 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 3-5 business days, and the customer will not be charged again.

I have checked our support records and was unfortunately unable to find any correspondence from the email address "[redacted]". I did, however, find his subscription, and canceled it, as well as refund the last 4 charges - the maximum that our credit card processor will allow for refunds. We...

apologize for any miscommunication along the way here. He will see the refunds post in 3-5 business days, and will not be charged again.

Initial Business Response /* (1000, 5, 2015/08/07) */
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 [redacted]@scribd.com, and in this case the Revdex.com. Unfortunately, I was not able to find the email address...

[redacted]@gmail.com in either our support ticket system, nor our customer admin panel. Therefore I am unable to find her charges.
We need additional information to be able to locate the customer's account or purchase records in our system. We request as much of the following as possible:
* The invoice number of the order, found on the receipt emailed to the customer.
* The Scribd username the customer was logged into at the time of the purchase.
* Any email addresses the customer may have used to register with Scribd or when making the purchase.
* The dollar amount of the purchase.
* The date, and if possible time, of the purchase.
* If the customer paid with a credit card, their name as it appears on the credit card and the last 4 digits of the card number. Please, for safety, don't include the entire number.
* If the customer paid via PayPal: the PayPal email address and the invoice number from the receipt emailed by PayPal to the customer.

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]

Final Consumer Response /* (2000, 6, 2016/01/20) */
5 days after my email on 1/12/15, I finally heard back from Scribd and the issue seems to have been resolved. There 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 cancelled. Scribd also cancelled my current undesired $8.99 charge. I'm satisfied with resolution, but not at all satisfied with the time in which it was handled. I would've hoped that a simple login issue and cancellation of service request wouldn't take 5 days to resolve. Please consider call a phone # to call and don't claim that you resolve almost all problems within 1 business day.

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 normal channels. 
In order to find these charges, I will require [redacted] to contact [email protected] with the last 4...

digits of the card that was charged, and the dates of the charges, so that we can appropriately find and refund the charges.

Initial Business Response /* (1000, 5, 2015/07/09) */
[redacted] wrote to us on June 4, and our support agent [redacted] responded, letting her know how to cancel her subscription via iTunes.
Because [redacted] subscribed using iTunes, Scribd cannot cancel or refund the subscription directly. All...

cancelations and refund requests must go through iTunes, as was explained in the email reply from [redacted].
[redacted] wrote in again yesterday, and our agent [redacted] explained this a second time. [redacted] has not yet responded to that support ticket.
[redacted] can cancel her iTunes subscription by following this link: https://buy.itunes.apple.com/WebObjects/MZFinance.woa/wa/manageSubscriptions?mt=...⇄ /> Once canceled, she will not be charged again. To receive a refund, she must contact Apple Support directly.

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.  However I am sad that it took the Revdex.com to get involved to get a response.Sincerely, [redacted]

I take full responsibility for our agent not responding to [redacted] in a timely manner, but do want to confirm that the account which was using her billing information illegally was found and blocked on [redacted] 29. She has not been charged again, and the chargebacks she registered with her bank...

were fully approved on our end. I have responded to her on our side, and Scribd considers the matter resolved.

Initial Business Response /* (1000, 5, 2015/09/01) */
This issue was resolved by my agent [redacted] on 8/27/15. [redacted] has been issued refunds for the 2 duplicate purchases, which he should see post to his account this week.

Based on the email address, we have no record of complainant contacting Scribd directly. Scribd responds expeditiously to valid DMCA notifications. We 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 /* (1000, 5, 2015/08/20) */
We have communicated to [redacted] that $12 is not a standard dollar amount charge for Scribd. We charge at three pricepoints - $8.99, $47.99, or $87. We have requested from [redacted] a statement showing this $12 charge from Scribd, which she has not...

yet provided to our Customer Support Agent. Once we receive this documentation of a $12 charge coming from Scribd, we can address this appropriately.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
The company contacted me and refunded my money for the unauthorized withdrawl.
Thank you.
[redacted]

Initial Business Response /* (1000, 5, 2016/03/21) */
Please note: [redacted] has not contacted [redacted]@scribd.com about this issue.
I was able to find an account registered to [redacted]@yahoo.com. On October 14, 2015, [redacted] purchased this subscription in order to read several documents,...

including the following:
https://www.scribd.com/doc/XXXXXXXX/Chapter-1-Fundamentals-of-Taxation-by-Cruz-D...⇄ /> https://www.scribd.com/doc/XXXXXXXXX/Chapter-6
https://www.scribd.com/doc/XXXXXXXX/Chapter-13-HW-With-Solutions
This was not a one-time purchase, but a recurring monthly subscription, which was never canceled. Per our refund policy, I have refunded [redacted]'s last charge of $8.99 and canceled her subscription. She will see the refund post in 3-5 business days, and will not be charged again.

Customer has not reached out to us, and will need to contact us directly at [email protected] in order to be assisted with this situation. We'll be happy to work with the customer directly, however, they will need to actually reach out to customer support in order for this to happen.

According to my records, [redacted] refund was processed via [redacted] on [redacted], and should be available in her [redacted] account. Her Scribd subscription has been completely canceled, and her account deleted from Scribd. She will not be charged again.