Complaints

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

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  SurveyMonkey

  910 Park Pl Suite 300 San Mateo, CA 94403

  
• 

  SurveyMonkey

  1 Curiosity Way San Mateo, CA 94403-2396

  

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:03/29/2023

  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 tried without success to contact someone to cancel my subscription and nobody acknowledges or responds to my request. I'm now forced to cancel my credit card. This is absolutely unacceptable customer service. The process to cancel is so difficult that it appears it's survey monkey's way of making money.

  

  Business Response

  Date: 03/31/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when they contact us directly through our support channel: ***************************************************;
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team and support channel so that they can follow up and further assist. They can contact them via the following link: ***************************************************;
  
  

• Initial Complaint

  Date:03/28/2023

  Type:Product 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.

  In July 2022 I was terminated from my prior employer. I had used my personal credit card to subscribe to SurveyMonkey, and had been a regular user for about 10 years. I simply forgot to cancel the subscription when I was terminated. In March 2023, an annual subscription was renewed on my dormant ***************** and I have been trying to resolve. The email account, and verification, for the SurveyMonkey subscription was under my prior work email, which is no longer valid and I no longer have access to.SurveyMonkey has no phone or email support unless paid for, which was not included in my prior subscriptions for my company. I have submitted, through their Chatbot, four requests for help since early March. Twice, a representative has emailed me for more information, which I provided, but no support after that information was sent (rep ** was ******* on 3/15, rep ** was Dexie R on 3/22). I cannot cancel this dormant **************** until this is settled, and will need to renew again unless this can be addressed in the next 6 days. I have no other avenue to reach out (except blasting on social media) so thank you for any assistance.I was a loyal user and an evangelist for their company, but have soured substantially due to the lack of access for support on this issue,

  

  Business Response

  Date: 03/29/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf if they cannot log in to their account when contacted directly through our support channel before the renewal date: ***************************************************;
  
  This customers case has been sent over to management and is currently under review. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19862078
   I am rejecting this response because:

  I have tried to contact customer service multiple times to cancel subscription. Their 'bot' required confirmation through email which I could not confirm. I contonue to contact SurveyMonkey independently to help come to a resolution.

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/03/2023

  We are again sorry to hear about this customer's experience. 
  
  The feedback about auto-renewal and our contact us support chatbot has been received by our team. Feedback from customers continues to inform our product and policy decisions, and powerful customer quotes can be instrumental in these conversations.

  This customers case has been reviewed by our management team and we are happy to hear that an exception was made for the customer. We encourage the customer to continue communication with support should they have any additional follow-up questions about this. 
  

  
  

  Customer Answer

  Date: 04/04/2023

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

• Initial Complaint

  Date:03/27/2023

  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.

  I bought a year of this product in Feb of 2022. I did not find it helpful and had no intention of extending my subscription. Without my knowledge or permission, they auto renewed my account on 24 Feb 23. I requested a refund for the remaining part of the year (nearly 11 1/2 months). Attached is their email reply:This is completely unacceptable as I did not give them permission to auto renew. I would like my money back for this year as I had no intention of using their service this year. Thank you.

  

  Business Response

  Date: 03/29/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19856861
  
  Thank you for your response.  I am rejecting this response because:

  I can neither confirm nor deny that the sign up had the warning SurveyMonkey proposes because I initially purchased the capability more than one year ago and no reasonable person can be expected to remember something that vacuous for so long.

  I can however contend that their business practice is a very bad one and certainly should not be endorsed by the BBB.  In fact, I believe it should receive a reprimand for three main reasons:

  First, Survey Monkey should provide the customer a choice of an auto update upon initial sign up.  Making it mandatory makes it clear the business hopes the customer forgets this feature and is charged at least one additional time before realizing they have been auto updated.

  Secondly, before charging my credit card I should have received a E-mail advising me that my card will soon be charged for an additional year.  It would be a simple auto feature and it is done by most businesses already.  SurveyMonkey failed to do this, again, because I believe they intend to scam their customers of at least one more year of subscription.

  Finally, there is absolutely no reason they could not refund their customers the remaining time of their subscription if requested.  Their policy states they will not do that.  The BBB must agree with me that this is a very poor business practice and should be called out to change that policy.

  For these major reasons I respectfully request you proceed with your complain protocol.  ************ must be punished for this premeditated procedure designed to scam their customers of additional moneys.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/31/2023

  We are again sorry to hear about the customer experience. 

  The feedback about auto-renewal and email communications has been received by our team. We do expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information when signing up for a subscription plan. 

  Again, once a subscription is created, customers do retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;

  Again, this customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  

  
  

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19856861
  
  I am rejecting this response because:  I do not accept their response.  They have added nothing from their previous reply and are merely stiff-arming my complaint.

  I have no power to adjust their behavior.  The BBB does.  It will be extremely disapproving if you are not willing to do so.

  Your vision is to have an ethical marketplace where buyers and sellers trust each other.

  You do this by:
  -Setting standards for marketplace trust
  -Encouraging and supporting best practices by engaging with and educating consumers and businesses
  -Celebrating marketplace role models
  -Calling out and addressing substandard marketplace behavior
  -Creating a community of trustworthy businesses and charities

  One of your accreditation standards is to be transparent
  
  They should Clearly and prominently provide to customers (among others):
  
  the business' return/refund policy
  any recurring commitment into which the customer may be entering, including automatic renewals, payments or other financial commitments.
  

  They did not.

  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/18/2023

  Type:Product 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.

  On 12/29 of last year, I received an email about updated pricing on my account with Survey Monkey (which has now changed names), because of this email, I was reminded that I wanted to cancel that account, as I had used it for a previous job that I am no longer with. Later, on 2/1 I logged into the account through that email which had "Cancel Subscription" at the bottom, having confirmed over the two month period that the services they provided wouldn't be applicable to my new job, and sent a request to permanently delete the account. The email I received back stated that I would "no longer be able to log in or view the content of this account." On 2/15 I received another email stating that I had been charged $497.72 for the account. I reached out to customer support, figuring this must have been an error (mistakes happen) and was informed that although you can permanently delete an account, they will still charge you for it. Customer support told me to log into the account and turn off the auto-renewal that comes standard on everyone's payment settings (didn't know that) and that there was nothing they could do about a full or partial refund. But because they allowed the account to be deleted (and no where did it say during the deletion process that I would still be charged) I can no longer long into that account to turn off the auto-renewal, so these charges will keep happening. No where in my budget does it allow for me to needlessly spend nearly $500 on a company that uses deceptive practices.

  

  Business Response

  Date: 03/22/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been located by our support team. We encourage the customer to continue communication with support should they have any additional follow-up questions about this. 
  
  

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they apparently won't be returning the money they stole when they charged me for an account they deleted before the billing cycle. So no, this isn't satisfying, but since no one cares, there doesn't seem like anything left to do.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/17/2023

  Type:Sales and Advertising 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 need to cancel my subscription to survey monkey and I cannot get logged in because I forgot my passwords and the code is not going to my email. There is no working phone number to talk to someone and the email responses are auto generated and not helpful.

  

  Business Response

  Date: 03/21/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;

  This customers case has been reviewed by our team and we are happy to hear that an exception was made. We encourage the customer to continue communication with support should they have any additional follow-up questions about this.

  Customer Answer

  Date: 03/21/2023

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

• Initial Complaint

  Date:03/10/2023

  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.

  I purchased the flex monthly plan for survey monkey with the intent on exporting the results. From the time I signed up to exporting, Ive had nothing but struggles- Ive reset my browser, cleared cache, restarted my computer, tried a different browser- nothing has worked to export the results. I sent a help ticket and they havent provided any solutions. I would like a refund as the service is not of value to me since it doesnt work. The registered email is ***********************

  

  Business Response

  Date: 03/17/2023

  We are sorry to hear about this customer's experience. 

  At the time we were experiencing some issues with the site regarding exporting responses, and from what the customer is saying it sounds like what they encountered was related. Our team has now gotten everything  back up to speed, and things are back to normal. We apologize for any inconveniences that this disruption may have caused at the time. 

  Since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

• Initial Complaint

  Date:03/01/2023

  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.

  SurveyMonkey's "free" product is extremely deceptive. After you create the free survey, you find out that you can only access the first 10 results. To get the rest, you have to get a paid subscription and then it rolls into an automatic renewal. I chose the least expensive monthly plan so I could see the results of my survey and enrolled on January 30, 2023. Then I made a second survey. I tried to turn off auto-renewal a few days ago but could not figure out how to do that, so my plan was to delete my account on the last day. Today, February 28, 2023, I was charged $105.19 for the renewal which I was not expecting because 30 days from January 30 should have been March 1, not February 28. Within hours of the charge, I looked up on ****** how to turn off auto-renewal and then emailed Customer Support to ask for a full refund. I received a response from ***** who refused to provide a refund. I have asked three times for ***** to escalate my request for a refund to someone higher up the chain but that request has been ignored. three times ***** even said, "At your request, I have canceled auto-renew on your plan", but I had already canceled the auto-renewal myself. I never asked her to cancel auto-renew, I asked her to escalate my request for a refund and I repeated my request to escalate the issue. Then she wrote, "We're a self-serve platform so we leave account management and billing up to our customers as the account owners. " Well that's clearly not true because she had just told me that she canceled my auto-renew which I never asked her to do. This is all just deceptive practices to hold onto the money that they charged for their "free" account. I asked for a refund within hours of the renewal charge and I feel it's deceptive to be charged in under 30 days for a service that I have not yet used, do not plan to use and asked not to use. I would like a full refund.

  

  Business Response

  Date: 03/07/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been located and is currently being reviewed by our management team. We encourage the customer to continue communication with support should they have any additional follow up questions about this.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19517348
  
  I am rejecting this response because: In direct emails, Momentive.ai (the company that owns SurveyMonkey) first told me that a refund was not possible because of the renewal agreement. Forget the deceptive and predatory practices of offering a free account and then charging when you want to look at the survey results, not to mention charging the renewal 28 days after the initial payment rather than 30 days for their monthly renewal.  Then when I posted this BBB complaint, they offered me an "exception" of charging me another $49 for their **** plan and then providing a refund for the $105 renewal charge. The **** plan is not even offered on their website, which is just another lack of transparency from Survey Monkey. They wrote, While we always try to prioritize our customers and make sure we provide the best experience possible, we also want to make sure we abide by our Terms & Conditions.  What a cop-out. "Best experience possible"? SurveyMonkey lures in people with a "free" account and then springs the limitations on them when they try to see the responses, the subscription practices and policies are deceptive, predatory and non-transparent, and this **** plan isn't even provided clearly and transparently on the website.  If that's what they call the "best experience possible" then that's a low bar.  I asked for a full refund. Paying for a FlLEX plan for something that I'm not even going to use is not a full refund, and is just as predatory as the charge I'm trying to recover. They are perfectly capable of providing a refund for a prepaid service that I do not want or need and that I asked to refund within hours of being charged. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/17/2023

  We are again sorry to hear about the customer experience. 

  The feedback about email communications as well as our plans, pricing and features page has been received by our team. We do expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information when signing up for a subscription plan. 

  Again, once a subscription is created, customers retain control over the auto-renewal setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;

  
  This customers case was escalated to the Management Team appropriately and an exception made. We encourage the customer to continue communication with support should they have any additional follow-up questions about the terms of this exception that has been provided to them by our management team.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19517348
  
  I am rejecting this response because: there is nothing new in this response and I already addressed why I rejected the previous response.  I have not received any new information from the company since the previous response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/15/2023

  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.

  SurveyMonkey's "free" product is extremely deceptive. After you create the free survey, you find out that you can only access the first 10 results. To get the rest, you have to get a paid subscription. When you try to get an inexpensive monthly subscription, it tricks you into a full-year sub (in this case $134). Then it default enrolls you in automatic renewal, without being transparent that it has done so. With no warning or reminders, I was just charged $192. All for one survey that was advertised as being free.

  

  Business Response

  Date: 02/17/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;

  This customers case has been reviewed by our team and we are happy to hear that an exception was made. We encourage the customer to continue communication with support should they have any additional follow up questions about this.

  Customer Answer

  Date: 02/18/2023

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

• Initial Complaint

  Date:02/08/2023

  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.

  I placed an order for a year-long subscription last year (November 21) when I was still with my company. I was laid off in October 22 and access to all my email information and login accounts were revoked. Survey Monkey charged my personal credit card in November with no warning or knowledge that the account was even still active. I contacted them, and they are unwilling to refund. Their service hasn't even been used in over a year to my knowledge.

  

  Business Response

  Date: 02/10/2023

  Were sorry to hear that the auto-renewal setting came as a surprise to this customer.
  
  The purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: You will be billed $XX when you click CONFIRM. Your subscription will automatically renew and you'll be billed $XX each year until you cancel it. By clicking CONFIRM, you agree to our Terms of Use and Privacy Policy: **************************************************************.
  
  The feedback about auto-renewal reminder emails has been received by our team, and we do want to confirm that all paid SurveyMonkey accounts do have this feature enabled within their account. 
  
  Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use states that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;

  Since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

• Initial Complaint

  Date:02/07/2023

  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.

  I have been trying to contact their support team for days now and might have spent hours this past week looking to get in touch with someone (via phone, email, or chat) on their support team, with no success. There is no phone number and have have opened at least 4 or 5 different tickets for support, again nothing. I have captured the last 3 tickets numbers (********, 07562236,0756220) when I began to realize there might not be a way to reach them at all. My employer has an enterprise account with this vendor, so the service provided should match the client. Looking for a response to my ticket ASAP. Thank you.

  

  Business Response

  Date: 02/16/2023

  We're sorry to hear about this customers experience. 
  
  JPMorgan Chase & *** has entered into a relationship with Survey Monkey to provide employees with access to SurveyMonkey as a self-service tool for creating surveys on an ad-hoc basis.
  
  As part of that agreement, SurveyMonkey is provided to the customer as-is. At JPMCs request, direct email and phone support are not available.
  
  For technical support this customer will need to reach out to their internal SurveyMonkey Support team. If they are experiencing a technical problem or having trouble logging in, they will need to please submit a ticket via go/MyTechHub.
  
  For guidance on creating surveys, collecting responses and analyzing results, they can review our Help articles here: *******************************************