Complaints

This profile includes complaints for Scribd, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scribd, Inc.

  460 Bryant St # 300 San Francisco, CA 94107-2594

• 

  Scribd, Inc.

  333 Bush St Ste 2400 San Francisco, CA 94104-2806

• 

  Scribd, Inc.

  539 Bryant St Ste 200 San Francisco, CA 94107-1269

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2025, I contacted Everand (Scribd, Inc.) after noticing that I had two active subscriptions on my account: a legacy plan ($11.99/month) and a Plus plan ($16.99/month). I was instructed by customer support to choose which subscription I wanted to keep, and I explicitly requested to keep the $11.99 plan.A representative explicitly stated: We were able to cancel the subscription associated with a monthly charge of $16.99. Based on this confirmation, I understood that the duplicate subscription had already been successfully canceled.Despite this, the $16.99 subscription continued to be billed monthly from November 2025 through April 2026.When I followed up, Everand did not dispute the prior communication but refused to issue a refund and repeatedly directed me to REMOVED, stating that App Store billing is outside of their control.I contacted REMOVEDas instructed. REMOVEDdid not refund any of the $16.99 subscription charges. When I appealed the refund decision, REMOVEDconfirmed that the denial was final. REMOVEDdid issue partial refunds for two recent $11.99 charges, which were not the subscription in dispute, and they do not issue refunds beyond a certain timeframe. These refunds do not resolve the duplicate $16.99 charges that resulted from Everands error.I have documentation showing my original request and Everands confirmation that the $16.99 subscription had been canceled and continued billing of the $16.99 subscription after that confirmation.This situation resulted directly from Everands failure to properly cancel the duplicate subscription after explicitly confirming that it had already been canceled.The desired resolution is a full monetary refund of the duplicate $16.99/month subscription charges from November 2025 through April 2026.

  Business Response

  Date: 05/06/2026

  Hi REMOVED,

  
  Thank you for bringing this to our attention.

  
  After reviewing your account history and prior correspondence, we understand your concern
  regarding the duplicate subscription and the expectation set during your November 2025
  interaction with our support team. At that time, you were advised that the $16.99
  subscription had been canceled, and we recognize the frustration caused by continued
  billing after that confirmation (ticket 6660572).

  
  While subscriptions initiated through Apples App Store are typically managed directly by
  Appleincluding cancellations and refundswe acknowledge that our communication in this
  case did not match the outcome you experienced. We take responsibility for the confusion
  and inconvenience this caused.

  
  I can confirm that you currently have only one active subscription at $11.99, and that Order
  ID REMOVEDwas canceled by you on April 20, 2026. As a result, we will issue a refund
  covering the period from November 2025 through April 2026. This will be processed by
  Everand as a one-time exception, given the circumstances. The refund will be issued via
  check. We have already reached out to the user by email to coordinate (ticket REMOVED.

  
  We appreciate your patience and the opportunity to make this right.

  Customer Answer

  Date: 05/18/2026

  REMOVED-copy-source="MessageBody" style="color: rgb(36, 36, 36); margin-top: 1em; margin-bottom: 1em; font-size: 15px; font-family: "Segoe UI", "Segoe UI Web (West European)", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", sans-serif;">Hello,

  I am writing regarding complaint ID #REMOVED. Although the case was marked as resolved, the issue has not been fully resolved.

  The business issued a refund check; however, the amount was incorrect ($71.94 instead of $110.76), and the check was made out under an incorrect name.

  Because of these issues, the refund cannot be properly processed, and the matter remains unresolved.

  I would like to request that this case be reopened or noted as unresolved so that the business can correct the refund amount and reissue the check correctly.

  Thank you,
  REMOVED

• Initial Complaint

  Date:04/07/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Scribd, Inc., which operates the websites Scribd.com and Everand.com, for what I believe to be unfair and deceptive business practices.I have been a subscriber to Scribd for 7 years. Most recently, I purchased an annual membership on 7/25/2025 for $119.88, which was advertised to include unlimited access to PDFs, ebooks, audiobooks, and other digital content.Over the years, Scribd split its service into two platforms:Scribd.com with user-uploaded PDF documents REMOVED, with ebooks and audiobooks Despite this structural change, my understandingand the service provided at the time of purchasewas that my single annual membership granted unlimited access across both platforms.However, on or around January 4, 2026, more than six months before the end of my prepaid annual subscription, my Scribd account was abruptly terminated with the message:There was an issue processing your payment so your subscription has been cancelled. Your subscription ended on 1/4/2026, when my annual subscription had already been fully prepaid in July 2025, and no further payment was REMOVEDthe same time, my Everand account was unilaterally changed to a restricted plan allowing only one book per month, instead of the unlimited access that was included in my original subscription. These changes were made without prior notice, consent, or any agreement on my REMOVEDa result:I lost access to Scribd.com entirely My Everand.com access was significantly reduced REMOVEDI prepaid for were no longer provided as originally promised I contacted Scribd customer support on 1/26/26, but the issue has not been resolved. This situation represents a material change in service terms during an active prepaid subscription period, which is an unfair and deceptive business practice.I am requesting a full refund of $119.88 for my annual subscription, as the company failed to provide the services promised at the time of purchase.

  Business Response

  Date: 04/08/2026

  Hello there,

  Thank you for taking time to reach out about this! We're truly sorry for any inconvenience this matter has caused you and we're happy to look into this. After reviewing your account and your support ticket #REMOVED, we have confirmed the following:

  You upgraded your legacy plan to our new Standard plan on January 4, 2026, on the account registered under REMOVED.

  After upgrading to our new Standard plan, you used your monthly premium unlock to gain access to the title English Pronunciation Secrets: The Game-Changing Guide to Mastering the General American Accent.

  While we apologize for the trouble, it's important to note that after an account has been upgraded, even if it's to unlock a single title, it cannot be reverted back to our legacy plan. Also, Everand and Scribd/Slideshare require separate subscriptions now, so this is why you do not see an active subscription on Scribd as you would need to restart a subscription directly on Scribd.com.

  We hope this clears up any confusion, but we're always here to help if you have any other questions so please don't hesitate to reach back out to our support team. Thank you again! -MW

  Customer Answer

  Date: 04/10/2026

   
  Complaint: 24725103
  
  Consumer Rebuttal to Scribd, Inc. Response
  I do not accept the companys response.
  Scribd claims that I upgraded my plan on January 4, 2026. However, I did not knowingly or intentionally agree to any change that would modify the terms of my existing prepaid annual subscription purchased on July 25, 2025 for $119.88.
  At the time of purchase, my plan clearly included unlimited access to content across both Scribd and Everand. Any alleged upgrade appears to have been triggered simply by accessing content, without clear, conspicuous disclosure that doing so would permanently change my subscription terms, reduce my benefits, and eliminate my access to Scribd.
  Accessing a single title does not constitute informed consent to:
  Terminate my prepaid Scribd access,
  Convert my unlimited plan into a restricted plan, or
  Require separate subscriptions going forward.
  Scribds claim that the change cannot be reversed further demonstrates the unfair nature of this practice. A consumer should not lose substantial prepaid benefits through unclear or undisclosed actions.
  Additionally, Scribd changed its service structure mid-subscription by splitting into separate platforms and requiring separate subscriptions, which materially reduced the value of the service I had already paid for.
  These actions represent a unilateral and undisclosed modification of a prepaid contract, which is deceptive and unfair.
  Resolution Requested: Full refund of $119.88.

  Sincerely,
  
  Enjoy Learning

  Business Response

  Date: 04/10/2026

  Hello there,

  We understand that there may be some confusion about your legacy plan being upgraded, so it's important to note that when you attempted to access a premium title that required an unlock, you were prompted to upgrade your plan to access the title. This is because Legacy plans do not support the unlock system and dont include access to our expanded catalog of new and bestselling books. Once the upgrade offer was accepted, this permanently changed your subscription and we're truly sorry to say that we are unable to revert the account to your Legacy plan once switched. Though we cannot issue a refund in this instance, we'd be happy to provide some additional unlocks at any time. Thank you again for your understanding! -MW

  Customer Answer

  Date: 04/11/2026

   
  Complaint: 24725103
  
  Consumer Rebuttal to Scribd, Inc. (Second Response)
  I do not accept Scribds second response.
  The company asserts that I accepted an upgrade when attempting to access a premium title. However, I did not provide informed, knowing consent to permanently alter my prepaid annual subscription purchased on July 25, 2025 for $119.88.
  At the time of purchase, my plan included unlimited access. Six months later, Scribd unilaterally changed its service structure and introduced an unlock system. Simply attempting to access contentsomething fully included in my original planshould not result in a permanent downgrade of my prepaid benefits unless there was clear, conspicuous, and explicit disclosure of the consequences.
  If such a prompt existed, it was not sufficiently clear to constitute informed consent. A reasonable consumer would not expect that accessing a single title would:
  -Permanently change their subscription terms,
  -Eliminate previously included unlimited access, and
  -Prevent any reversal of the change.
  

  Scribds position that this action is irreversible further highlights the unfairness of the practice. Consumers are effectively trapped into reduced services without meaningful notice or agreement.
  Additionally, Scribd materially altered the terms of my prepaid subscription mid-term by splitting services and restricting access, significantly reducing the value of what I had already paid for.
  Offering additional unlocks does not remedy the loss of the unlimited service I purchased.
  This constitutes a lack of informed consent, material misrepresentation, and an unfair modification of a prepaid contract.
  Resolution Requested: Full refund of $119.88.

  Scribd with Everand must go under a class action lawsuit, but at this time I am willing to resolve this matter immediately upon receipt of a full refund.
   
  Sincerely,
  
  Enjoy Learning

  Customer Answer

  Date: 04/17/2026

  Good afternoon, 

  I wrote "Enjoy Learning" as my names because I signed up on Scribd.com with my email REMOVEDthat has he display name "Enjoy Learning"

  My real name is REMOVEDand I paid the annual subscription last year with my REMOVEDaccount that is associated with the credit card on my name. I've attached the payment detail from REMOVED. 

  Thank you.

   

• Initial Complaint

  Date:03/20/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription to Scribd REMOVEDlast year and they continue to charge my credit card anyway. A total of REMOVEDwas charged for January, February and March 2026

  Business Response

  Date: 03/21/2026

  Hi REMOVED, thank you for taking time to bring this to our attention! We apologize for any inconvenience or frustration this has caused you, and we want to make this right for you.

  Your support ticket #REMOVEDhas been located in our system and a member of our escalation team has replied, asking you to verify the duplicate account we located, and to close your REMOVEDdisputes.

  Once you reply to ticket #REMOVEDto verify this information and confirm you closed the disputes, we can work on refunding you as soon as possible. If you have any questions, please let us know when replying to your ticket and we'll gladly address those as well.

  Thanks again! -MW

• Initial Complaint

  Date:02/15/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Unauthorized Fraudulent Billing and Gateway Abuse by Scribd, Inc.?I am filing this complaint against Scribd, Inc. for persistent and unauthorized billing attempts on my REMOVEDcard (ending in 4822).?The Facts:?Unauthorized Charges: On Feb 16, 2026, Scribd attempted an unauthorized ECOMMERCE transaction on my card. I have NEVER subscribed to or authorized any payments to Scribd.?Refusal to Cooperate: I contacted Scribd support with the unique Transaction ID: REMOVED. Despite this concrete evidence, their support team claimed they "cannot find the record" to evade responsibility.?Deceptive Practices: Scribds BBB profile already shows a history of "billing after cancellation" and "difficulty contacting the company". My experience confirms that they are using fraudulent pings to harass cardholders.?Damages: These unauthorized pings forced me to terminate my card to prevent further fraudulent activity.Request for Action:I demand that Scribd, Inc. immediately:?Locate the transaction associated with TID: tid_g7nShpbCK0.?Permanently blacklist my card number from their payment gateway.?Provide a formal explanation as to why their system is targeting my card without my consent.

  Business Response

  Date: 02/26/2026

  Hello Jieyu,

  Thank you for reaching out about this! We're very sorry for any trouble this might have caused you as our support team resolved this matter through support ticket #6824813 where you verified the full email address (REMOVED) linked to the account involved.

  For clarification, it appears that you signed up for a free trial subscription on January 11, 2026, under REMOVED to download the document ?????????.

  After your free trial period ended, your account automatically enrolled in a recurring subscription. Since your subscription was not canceled, you were charged for the subscription as outlined in our Subscriber Agreement.

  We also confirmed the subscription involved was canceled and it expired on February 17, 2026, so there will be no new charge attempts. If there have been any new attempts then please reply to your original support ticket mentioned above so we can look into this.
  
  We hope this clears up any confusion, but please don't hesitate to reach out to our support team again if you have additional questions or concerns. Thanks again! -MW 

  Customer Answer

  Date: 02/28/2026

  ?????:
  
  ?????????????????ID REMOVED,?????????????
  
  ??,
  
  ??????

• Initial Complaint

  Date:02/05/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Scribd before the trial ended. I cannot log into Scribd and contacted Help by email to cancel. I received emails but no cancellation. My card was charged. The response emails said login, but too many attempts were made and it didnt work with my current info. I request a refund. REMOVEDTicket: #REMOVEDAccount is permanently blocked. How. Can i cancel if its blocked and blocked over the renewal timeframe.

  Business Response

  Date: 02/06/2026

  Hello Jacson, thank you for reaching out about this! 

  We're so sorry that you ran into an issue trying to login to cancel your free trial before it renewed. We've located your account and canceled this subscription for you on February 6, 2026. We've also issued a refund for the latest charge.

  We've created a follow-up support ticket (# REMOVED) to confirm these actions as well, so if you still need assistance logging into the account then don't hesitate to let our support team know by replying directly to that ticket and we'll be happy to help.

  Thanks again! -MW

  Customer Answer

  Date: 02/08/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/03/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed by a company called Scribd for a monthly service fee that I did not agreed to. I do believe I went to their site sometime in the fall but only agreed to use their free membership (with ads) to look up one item. They started biling me in November for $12.50 per month. I do NOT use their service - I don't even get what it is that they offer. (I only noticed a pending charge today.)If I had known that they would be automatically charging for a monthly membership following a free trial, I would have put a notation in my calendar to cancel it. I did not because I signed up for the Basic membership.I did not have an accoout set up with them but have since set up a password with my email. Here, I find convoluted information on how to cancel recurring charges and delete an account that I never set up other than to provide my email.This company is a total scam!!

  Business Response

  Date: 02/04/2026

  Hello REMOVED,

  Thank you for reaching out about this! We're very sorry for any concern this caused and we're happy to address this for you.

  Users often sign up for a free trial on one of our websites or apps, and then forget to cancel before the subscription renews. In other cases, readers may access or download premium content without realizing that a subscription is being started. We do apologize for any confusion. 
  
  According to our system, a trial subscription was started on October 4, 2025, with your email address REMOVEDin order to download the document Ektagraphic 270 Manual. After your free trial period ended, your account automatically enrolled in a recurring subscription. Since your subscription was not canceled, you were charged for the subscription as outlined in our Subscriber Agreement (REMOVED).
  
  As you requested, we have confirmed the subscription has been canceled to make sure you won't be charged again. We've also refunded your 3 latest charges as a courtesy, and your account should be credited within a few business days. Your free account will remain active, so you can still share documents and use other free features.

  If there's anything else that we can assist you with, please don't hesitate to open a support ticket using this link and we'll be happy to help: REMOVED. Thanks again, and have a great day! -MW

  Customer Answer

  Date: 02/05/2026

   
  Complaint: 24481396
  
  I am rejecting this response because: 

  1. I do NOT knowingly sign up for any trial membership/subscription without noting in my task calendar to evaluate for the purpose of canceling or accepting the monthly charge going forward.

  2. If the document I downloaded was behind a paywall, it was not clearly  noted that I would be subject to a recurring fee.

  3. My credit card has been charged 4 times with the most recent occuring 2 days ago on 2/3.

  The only acceptable resolution to me is the refund of not 3 charges, but the refund of all 4 months' worth of charges. At $12.50 per month, the total refund is $50. Additionally, I want confirmation that this account is closed and my credit card is deleted from your database.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 02/13/2026

  Hello REMOVED,

  Thank you for following up with us! We're very sorry that this issue has not been fully resolved for you.

  While we did issue a refund for 3 of the most recent charges from December, January, and February, we understand that you're seeking a refund of the first initial charge. As a one-time courtesy, we've refunded the charge of $12.50 USD from November 2025. This should be posted to your account within the next week.

  If there's anything else that we can assist you with, please let us know. Thanks again! -MW

  Customer Answer

  Date: 02/13/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/09/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scribd cancelled my paid account in 2023 and have continued to charge me monthly. Because my account is cancelled by then theres been no way for me to go in and cancel my subscription.

  Business Response

  Date: 04/07/2026

  Hello REMOVED, thank you for bringing this to our attention! We've so sorry for any inconvenience this has caused, and we'll gladly look into these charges for you. Please open a support ticket using this link, REMOVED, and be sure to include a screenshot of the most recent transaction details. Once this is received, a member of our escalation team will ensure this is addressed as soon as possible. Thank you again! -MW

• Initial Complaint

  Date:01/04/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company offered a free trial for a service that I never utilized. After the trial period, I was charged and reached I out to tye company for a refund. They advised it would be refunded a month ago. Nothing has been refunded. Reached out again stating they now would provide a refund. Still nothing has been refunded. I would not recommend anyone to use or even try this service due to the poor service I have received.

  Business Response

  Date: 01/06/2026

  Hello Calitia,

  Thank you for bringing this to our attention!

  We're very sorry for any miscommunication regarding your refund status as it looks like you had initially filed a REMOVEDdispute, preventing us from issuing a refund on our end. Since REMOVEDhas since closed the dispute, we have issued a refund in the amount of X, which should post to your account within the next week. We kindly ask that you contact us with any refund requests before filing a dispute or chargeback to avoid delay in the future.

   Thank you again for your understanding, and have a great day! -MW

• Initial Complaint

  Date:12/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free 30 day trial on 12/27/25, using an email address specifically created for this free trial. I was instead charged the REMOVEDfee immediately. When I opened a request with cuatomer service, I was told that this email already received a free trial in Jan 2025, which is not possible, since I just created this email address. I was not notified when signing up that this email was already associated with an account, and in fact that is impossible, as I had to set up a new account using this email. I was also not notified that I would be immediately charged, nor did I confirm that the charges were allowed. Request for a refund.

  Business Response

  Date: 12/30/2025

  Hello REMOVED,

  Thank you for reaching out about this. We apologize for any miscommunication here, but our system shows that you have had numerous free trials across more than one account. We kindly ask that our members maintain only one single account to access our library, so please note that the newest account is not eligible for a refund at this point in time. If you have any other questions then please let us know. Thank you again for your understanding! -MW

• Initial Complaint

  Date:12/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally document my ongoing request for a refund for a service that I did not authorize and did not receive.When I contacted your company, I was informed that a refund would be issued. However, once you became aware that I had already opened a REMOVEDdispute to protect myself due to the lack of service, you demanded that I close the dispute. After that, you reversed your position and refused to issue the REMOVEDthis point, it has been over a month. The service was never provided, and the transaction is not protected by REMOVED. As a result, I am out of money for a service that never occurred.Requesting a dispute closure before issuing a refund places the customer at financial risk and is not a reasonable or ethical business practice. I acted in good faith throughout this process and simply sought protection while waiting for resolution.I am requesting that you immediately honor the refund you initially agreed to provide.

  Business Response

  Date: 01/08/2026

  Hello there, REMOVED! We're truly sorry for any trouble here and we understand your concerns about being billed, so we want to make this right. However, we did not locate a recent ticket under your current email address.
  
  Can you please open a ticket with our support team using this link: REMOVED? Please be sure to reference your BBB case and then update your BBB case here with the 7-digit ticket number so we can locate your new ticket right away.
  
  We'll gladly investigate this on our end, and provide any assistance needed. Thanks! -MW

  Customer Answer

  Date: 01/09/2026

   
  Complaint: 24328185
  
  I am rejecting this response because: I have reached out to them many times and I keep getting the same generic response. I have provided my email . I also have an email thread with them in which they found my account. We just keep going around in circles . 
  
  Sincerely,
  
  REMOVED