Complaints

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:08/13/2022

  Type:Customer Service 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 have been using***************** for quite some time now and have never had an issue until recently. I was informed that I needed to verify my identity over the phone to redeem my points. My listed number is old, and the website states that customer support needs to be contacted to update this. There is no number to call, just an email address. Aftera minimum off at least TEN Emails no response!!!!! Not even ONE! Survey Junkie is a joke! Worst customer service I have ever experienced in my life and I would suggest anyone considering using surveyjunkie to turn the other way. You have a better chance of winning the lottery than getting any help from them. Instead of helping me solve my issue, they continue to send more surveys. Unbelievable.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We require a W9 form from our members when they approach $600 in a calendar year. We are required by the IRS to report members that reach this amount of earning on our site, it is not an arbitrary rule determined by us. That being said, we have received their W9 form however the signature and date field was blank, thus we recommend them to send a new and correctly filled in W9 form so that we can process it.

• Initial Complaint

  Date:08/12/2022

  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 thought everything was going great with Survey Junkie until they didn't allow me to cash out, and are still not allowing it. In total, in less than a year, I have earned close to $950 and was happy with that. Cashing out was always easy and I believed the company was reputable.
  
  My problem started in mid July when I completed an hour long survey regarding ancestry.com. I was supposed to be paid $6.45, but didn't get that pay. So, I wrote to Survey Junkie and they gave me a consolation amount of fifty cents. Immediately afterwards, I tried to cash out my account - which had around $20. I was blocked from cashing out and told to get in a Call Queue, which I've been in for 3 weeks. No call back received. I eventually received an email with great instructions on completing a W-9 for tax purposes. On July 27, 2022, I completed and scanned said form from my local library. I sent the W-9 twice to them on that day.
  
  Ever since then I have been trying to cash out and continue to be blocked and instructed to get in Call Queue. Of course, no call has come and I still cannot cash out. I currently have $23.22 which I would like to cash out. Please help me get my money from Survey Junkie. Thank you.
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We require a W9 form from our members when they approach $600 in a calendar year. We are required by the IRS to report members that reach this amount of earning on our site, it is not an arbitrary rule determined by us. That being said, we have received their W9 form however instead of a residential address, the member has included a P.O. box address on it, which is not allowed, thus we recommend them to send a new and correctly filled in W9 form so that we can process it.
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Survey Junkie owes me $23.22 and I would like that money. Regarding the W9 and my postal address, ALL of my mail goes to my PO. I receive NO mail at physical address. Further, ALL of my mail to/from the IRS goes to my postal address for well over a decade. I have PROOF of this. All of my previous W9 forms also went to my postal address. Again, 100% of my mail goes to postal address. IF Survey Junkie would like the physical street address of my postal office, I will provide that. However, at this point, and due to the many months Survey Junkie would not allow me to cash out and didn't respond, I simply want my money- $23.22 I have not reached the $600 yearly limit with them - so giving me my money now is the ONLY FAIR thing to do. Just give me the money I earned. Over. Thank you, BBB.
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  As mentioned, we require a W9 form from our members when they approach $600 in a calendar year. We are required by the IRS to report members that reach this amount of earning on our site, it is not an arbitrary rule determined by us. That being said, the member has since provided the required W9 form and they have subsequently been able to continue taking surveys and redeeming their points.
  
  
  Consumer Response /* (2000, 11, 2022/10/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  To keep the facts straight, I submitted the same W-9 twice in July - months ago. I take issue with them saying that "the member has since provided the required W9" when they have had it all along and would not release my money until I contacted the BBB. I'm disappointed that their last reply was not completely honest, but I'm grateful the BBB stepped in and finally they have released my funds. Thank you, BBB!

• Initial Complaint

  Date:08/12/2022

  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 have been doing surveys with Survey Junkie over a year now and never had a problem until two weeks ago. I went to cash out and received a message saying they needed to do a call verification. When I entered the call queue it said someone would contact me by the end of the business day. I have sent multiple emails and have not had my funds released or a call back yet. There is a number with a prerecorded message and I still have not received any information on what is going on.
  

  

  Business Response

  Date: 09/02/2022

  Consumer Response /* (2000, 6, 2022/09/01) */
  Thank you so much. Survey Junkie has resolved this dispute

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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.

  About 3-4 days ago I spent the entire morning earning points to redeem because Survey Junkie was my means of trying to survive for the time being, but for the 2nd or 3rd time, I received a 'unable to verify identity online' error and had to wait to receive a call to verify. The last time this happened I received a call the same day, but this time, I've entered the call queue everyday since the incident and placed several help center tickets and have received no contacts back of any means. Towards the end of the call verification message, it clearly states that an agent will call to verify by the end of the business day and that hasn't happened for 3 days straight. Will I receive assistance on this issue fairly soon or will this continue to drag on?
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We require a W9 form from our members when they approach $600 in a calendar year. We are required by the *** to report members that reach this amount of earning on our site, it is not an arbitrary rule determined by us. That being said, the member has since provided the required W9 form and they have subsequently been able to continue taking surveys and redeeming their points.

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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 have an issue with Survey Junkie in redeeming my points. I have read other complaints about Survey Junkie with the same issue. I went over the desired threshold in redeeming point automatically by ******. Just like other Survey Junkie customers, I contacted customer support as they request you to do. I received an email from customer support requesting me to submit my email address so they can pay out my reward manually with ******. Once again, just like all the other complaints I read from other customers, I have not received no resolution from Survey Junkie. I first contacted customer support onJuly 8, 2022. Since that time I have contacted them over 10 times. No response!! I have even called 3 times and left my email address as they instructed with a voice recording. I just want to cash out and be done. Up to this point I was a fan of Survey Junkie but this has left a bad taste in my mouth. This is so not professional. I am still trying to figure out how or what it is going to take for a resolution.
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Please note that since the maximum redemption threshold on Survey Junkie is set at 5,500, members won't be able to redeem their points on their own, rather we will need to manually payout their funds to their ******. That being said, we've since paid out the member's full points to the ****** email they've provided. (edited)

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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 have been trying to delete my account with them over the last several weeks. I contacted them about removing my account and they told me to wait 24-48 hours for a response. I have waited longer than that and they still did not delete my account. They did not reward me for my 7 day boost and they refused to manually redeem my rewards. They also ignore my emails and they continue to send me surveys when I haven't used their site in weeks. They really should improve their customer service because it's lacking really bad in the communication department.
  

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Please note that we have deactivated their account and removed it from our system following their request on August 18, 2022.
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They finally deleted my account.

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service 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.

  Survey Junkie not allowing to cash out via *******. Keeps ignoring request despite verification code.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Our records indicate that the member had multiple accounts which is against our Terms. We have deactivated their other account and left their main account, active. We recommend them to refrain from creating duplicate accounts as this is against our Terms and will result in permanent account suspension. That being said, the member has since able to continue taking surveys and redeeming their points.

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service 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 have accumulated 659 points and have not been able to redeem them for the $6.59 as promised. I originally emailed Survey Junkie on 8/1 to report my trouble. I was emailed back on 8/2 to upload my photo ID to their database. I tried multiple times to upload the photo ID needed, but each upload attempt failed. I emailed Survey Junkie on 8/7 for further assistance on point redemption as their support website claims that my problem can be resolved by a service call. I searched their website for such a phone number and I found none.
  
  I am reaching out to the *** to rectify the payout of $6.59. I waited a full 48 hours for a response to my 8/7 email and got none. Please provide the telephone number for support and/or issue the payout of $6.59 to resolve this matter. My preferred method is a digital gift card.
  
  Sincerely,
  
  *************
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/09) */
  In order to improve the security of Survey Junkie and its members, we are introducing a new process of verification which is Photo ID verification, which will be a one-time verification tool for our panelists. As a quality and verification measurement tool this might be required at any point of the membership, in order to additionally:
  a) verify the account (regardless of previous verification statuses)
  b) to exclude the chance of the account being compromised
  c) monitor the quality of provided information (honest and accurate information about themselves and all survey questions to the best of their ability)
  This method is used extensively in the market research industry for security and quality purposes. Again, we would like to emphasize that this is a one-time verification check that users will not have to repeat over the lifetime of their account. However, as an exception, since the member was having difficulties passing Photo ID verification, we have tried calling them in order to complete account verification via phone call, and we were able to verify their account and they have been able to continue taking surveys and have since redeemed their points

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 unable to redeem points. The website says I will be contacted to verify the account however no body has contacted me for 10 days.
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 8, 2022/09/09) */
  In order to improve the security of Survey Junkie and its members, we are introducing a new process of verification which is Photo ID verification, which will be a one time verification tool for our panelists. As a quality and verification measurement tool -this might be required at any point of the membership, in order to additionally:
  a) verify the account ( regardless of previous verification statuses)
  b) to exclude the chance of the account being compromised
  c) monitor the quality of provided information (honest and accurate information about themselves and all survey questions to the best of their ability)
  This method is used extensively in the market research industry for security and quality purposes. Again, we would like to emphasize that this is a one time verification check that members will not have to repeat over the lifetime of their account. That being said, the member has since verified their account and they have been able to continue taking surveys and have since redeemed their points.

• Initial Complaint

  Date:08/09/2022

  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'm trying to cash out and redeem my money by connecting with my ****** account, I am continuously told I'm being sent a verification email but I'm not receiving any kind of email for verification. They are stealing my time and money and not paying me for my time.
  

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Our records indicate that the member had multiple accounts which is against our Terms. We have deactivated their other account and left their main account, active. We recommend them to refrain from creating duplicate accounts as this is against our Terms and will result in permanent account suspension. That being said, the member has since able to continue taking surveys and redeeming their points.