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:06/14/2022

  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 have done multiple surveys, to which I've earned $21.40. However, when I try to redeem my money through PayPal, I get an error saying "There was an error submitting your request. Please contact customer support". I've tried multiple times to redeem the money I've earned and I get this error every single time, eventually to the point I get locked out from trying again for an hour. Much like everyone else here, I have not heard from customer service and I want the money I've earned.

  

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/06/20) */ Please note that the PayPal the member tried to use was connected to another Survey Junkie account hence why they couldn't redeem. We have reset their PayPal field so that they can attempt to redeem their points once again. We recommend that they use a PayPal account that has never been associated with any other present or former Survey Junkie account so that they will be able to redeem their points. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried multiple different PayPals and none of them will work. I created a whole new email, PayPal and even used a new debit card and STILL am getting the "Sorry there was an error submitting your request. Please contact customer support" message. Business Response /* (4000, 9, 2022/07/08) */ Once again, we have checked our logs and can confirm that the PayPal the member tried to use was connected to another Survey Junkie account hence why they couldn't redeem. We have reset their PayPal field once again so that they can attempt to redeem their points. We recommend that they use a PayPal account that has never been associated with any present or former Survey Junkie account so that they will be able to redeem their points. In any case, if they still encounter issues, they can contact us directly and we will be more than glad to help.

• Initial Complaint

  Date:06/14/2022

  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 redeem my points for $7.23 And for verifying my Identification the picture I take of my self keeps getting "cant load".

  

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/06/16) */ 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. However, as an exception, since the member was having difficulties passing Photo ID verification, we can call them in order to complete account verification. The member can contact us directly and we can organize a verification call for them.

• Initial Complaint

  Date:06/10/2022

  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.

  When I tried to redeem my latest points I got a message stating I had to talk to someone in customer support because I needed to complete a 1099 because I was near the $600 threshold. I have tried repeatly to enter their queue to receive a call back because apparently it is not possible to call them directly. I have not received a call back after repeated tries. I have also tried sending an email but also no response.

  

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/06/14) */ 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. Unfortunately, the member will not be able to continue without completing the form as it is required by law. We apologize for the inconvenience, but this information is very secure and only used for tax purposes. Please note that the member can send the W9 form either via mail to our address or send it to us online via email. Consumer Response /* (2000, 7, 2022/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/09/2022

  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 started doing surveys with Survey Junkie as I read a lot of people doing them and how good the company was. Well to start off you have to earn at least 500 points before you can cash out. I got up to **** which is ******* I tried to cash out but the screen froze. I then learned that it will give you a confirmation that cash out was successful which it did not. The next day I tried twice with an error popping up. The next day I tried again and got a confirmation. I thought ok it worked so i waited and the cash out points didn't get taken out of my points. I then contacted Survey Junkie and after a long waiting period they told me the cash out was good and I would get it with In about 5 days or so. Well I finally got it but they deducted the cash out points two times but I only got paid once so I lost ******* I have tried numerous times to get my money but to no avail. They keep telling me I got paid which I did for but not the other one. You can clearly look at my lifetime points and see that I only got paid one time for ******* It should not be this hard to figure this out with a company that does this this type of business. I only want what is owed to me. You would being a big company like this they could just look into to this and figure it out but seems that they can't even do this. I want my money.

  

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/15) */ Please note that at the moment, the member's account is in good standing and they have been able to continue taking surveys and have since redeemed their points- the points that the member currently has matches with their lifetime points. Consumer Response /* (2000, 7, 2022/06/16) */ Issue has been resolved. Thanks

• Initial Complaint

  Date:06/09/2022

  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 have reached the point where the company says I need to complete a W-9. I have sent several emails and phone requests and have yet to be contacted by the company. I cannot redeem my points for cash and I need to fill out the W-9 but no one from the company will contact me.

  

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/06/15) */ 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.

• Initial Complaint

  Date:06/08/2022

  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.

  This company has displayed some of the absolute worst "customer service" I have ever experienced in my life, be it in-person or online. I am completing online surveys from start to finish and, on many occasions, repeatedly not being credited for them after submission due to oddly convenient "technical issues," and no matter how detailed my inquiries to Customer Support are whenever these issues arise, they never investigate the issues with the third-party market research companies providing the surveys in an attempt to have me compensated properly, or even provide a unique response to my message that shows the slightest hint of empathy on their part. I have even provided both screenshot and full video recordings of survey attempts that should've credited me but didn't, as attachments to my messages to them, and yet they continue to throw their hands up and say that there's nothing they can do. I'm virtually having research info taken from me without paying me for it, and Survey Junkie does absolutely nothing about this for their customers. Literally all of their responses to my concerns are in the form of generic copy-pasted walls of text, as if they come from a lengthy script they refer to and pull from when customers inquire about certain matters. Their customer support number isn't even a proper help line--it just leads to a pre-recorded message just telling people to leave their email addresses so they can be contacted that way. It's disgusting, deceptive, and I'm only coming to the BBB as an absolute last resort in order to elicit a response from the Survey Junkie administration because I have no other options at this point.

  

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/14) */ Please note that though it can be disappointing, getting terminated from surveys is a common occurrence and a part of survey taking. It is possible that during the survey, as the survey providers were gathering information, they determined the member was not the kind of participant they were looking for, so they terminated the survey. This can happen at any point in a survey, regardless of how much is completed. Please note that Survey Junkie has no say in members getting disqualified or terminated from a survey and it is up to the sole discretion of the survey providers. However, to reward members for their time and effort we award 2 or 3 points for terminations. That being said, third party survey providers do not receive the information a member provides on a survey, if the survey is terminated, meaning a member's answers are only saved if they successfully complete the whole survey and receive full points. In any case, we recommend that, when members contact us for assistance regarding a survey, they provide us with the Survey ID, which is the unique identifier of any given survey, to thus make sure we are looking at the correct survey and for us to be able to properly investigate. Consumer Response /* (3000, 7, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) See, this response completely encapsulates the issues I'm still having with this company to this very day. I have seen this exact same copy-pasted reply from them, word-for-word, on more occasions than I can count. I can even point to emails I've saved/archived that use the same wording. In fact, I'll add screenshots of them as attachments. This company makes absolutely zero effort to address their customers' issues/complaints on an individual level and would rather just resort to blanket statements pulled from a script and act as if that's enough. I'm not accepting this. I will continue to press this company until I get a genuine response from them, preferably from an actual human being that works there. Business Response /* (4000, 9, 2022/06/29) */ Survey Junkie is a safe and secure website, trusted by millions of members who take surveys and redeem on a daily basis. That being said, please note that if a member successfully completes a survey, they will receive their full points. If a member doesn't receive full points for the survey, this indicates that they were either disqualified or terminated from the survey by the 3rd party survey provider. Consumer Response /* (2000, 11, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I don't care anymore. I give up. You're clearly not listening and you're just copy-pasting the same responses you've given to dozens of other people sending complaints via the BBB. Your customer service continues to be god-awful and it's not going to change anytime soon.

• Initial Complaint

  Date:06/08/2022

  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 participated in hours of survey feedback and have accumulated points to be paid out in currency. I have tried to redeem my currency that I rightfully earned but to no avail. I keep getting a message indicating my verification can't be be completed online and to enter the call queue to speak to a representative. It has been 24 hours and a representative has neglected to reach out to me to assist. I just want to redeem my points in the form of cash as the company, Survey Junkie advertises.

  

  Business Response

  Date: 07/01/2022

  Business Response /* (1000, 5, 2022/06/14) */ 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. Once the member passes Photo ID verification, they will be able to redeem their full points.

• Initial Complaint

  Date:06/07/2022

  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.

  ** has told me that there's an issue with my online verification and told me to put my number in for a call that would in the 48 hours. It has been a few days since I've given my number, and I have not gotten a single phone call, a call that they claim will only take about 5 minutes, so I'm not sure if they'll actually get back to me or not. I can't redeem any of the points I've earned at all and it's been pretty frustrating getting no responses from a customer service team that is usually pretty good at getting back to people when a ticket/complaint is filed. I simply want this to be fixed so that I can get back to filling out more surveys.

  

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/09) */ 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, the member has since provided the W9 form and they have been able to continue taking surveys and redeeming their points.

• Initial Complaint

  Date:06/07/2022

  Type:Delivery 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 had redeemed $22.62 on 6/1/2022 to my bank account and that amount has not been deposited to my account at all, I have the email supporting that my redemption was successful. I have also been missing points out of nowhere, I have contacted customer support on these issues and have gotten no response back as to fixing these issues.

  

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/06/07) */ Our records indicate that their redemption of $22.62 was cancelled on 06/01/2022 at 8:59 pm. The points were never deducted from their account, hence why they were able to successfully redeem the following day on 06/02/2022 at 6:07 pm and at the moment our records indicate that the member's account is in good standing and they do not have any missing points.

• Initial Complaint

  Date:06/06/2022

  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 several complaints/ issues. I contacted their customer service and they were not able to help so I am escalating these issues to BBB. First, I redeemed the amount of 549 points on May 31, and have redeemed points after the 549 that have posted to my account but the 549 is nowhere to be found on my history, I only have the email from ** saying I successfully redeemed. Second, there was a glitch where I had around 150 points and when I logged on the next day my points were gone and my history said *********************** -5xx (I dont remember the exact amount) Lastly, I want to change my bank information on my account. I have requested this to CS MULTIPLE times and my question keeps getting ignored. What I want : 1. The ability to remove/change my bank info. 2. My 549 points in my bank. 3. My 150-160 points reinstated.

  

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/06/09) */ Due to the Memorial Day bank holiday, we experienced an unforeseen issue that impacted our members redeeming via bank transfer. Because the transfers took longer than anticipated, we mistakenly assumed an error occurred and the redemption was unsuccessful, so we credited the redeemed points to members' accounts. Once we received confirmation that the original transfers went through, we deducted the reissued credit which is why the member sees the negative credit titled "*********************" in their points history. We are sincerely sorry that this caused confusion and we will put the necessary measures in place to ensure we account for and communicate this bank holiday related delay in the future. That being said, we have also reset the member's bank account information as a courtesy, so that they can add new info at this time. Consumer Response /* (2000, 7, 2022/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)