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

  
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  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:02/07/2023

  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 signed up for a business account with SurveyMonkey in January 2021. It was an annual account, with auto renew (which I didnt realize). It has since renewed twice for $500. When I attempt to shut downs the auto renew, there is a message that I lose benefits of I do. There is no annual reminder message that auto renew is coming. When I emailed after the January 20 renewal, they told me that they couldnt refund my money because of their terms of service. This is a huge financial blow for me in the current economy.

  

  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: ***************************************************;
  
  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.
  
  

• Initial Complaint

  Date:02/03/2023

  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 work for a federally designated ********************************** and was allocated funding to purchase a subscription to Survey Monkey with no intention to renew the subscription. However, Survey Monkey somehow defaulted to an auto-renew subscription and billed my organization for another full year without informing me that this would happen. This was absolutely not authorized. The account was deceptively forced into an auto-renew subscription. I reached out to multiple Survey Monkey customer support representatives asking for a refund and was denied each time. Prior to being billed again without authorization, I received numerous auto-generated emails from Survey Monkey stating that my account was set to expire, and I must "Act now to *********** to my account." Because I had no intention to renew, I did not act upon the emails and was content with allowing the account to expire as intended. However, Survey Monkey then billed my account anyway. This company thrives on deceptive business practices and I'm infuriated with the "support" that was provided. I am requesting a full refund.

  

  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: ***************************************************;
  
  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: 02/10/2023

   
  Complaint: 19330659
  
  I am rejecting this response because: I received numerous email notifications from Survey Monkey stating that my subscription would be expiring, none of which provided any details whatsoever about a subscription auto renewal. These practices are incredibly deceptive and potentially unlawful.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/23/2023

  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-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 now been reviewed by our Management team. Though we understand that a refund has been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  

  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19330659
  
  I am rejecting this response because this organization intentionally uses deceptive sales practices to lock customers into paying for services that they never intended to purchase. I received numerous email notifications from Survey Monkey stating that my subscription would be expiring, none of which provided any details whatsoever about a subscription auto renewal. The bottom line is that this organization seeks to intentionally deceive customers, which should be stopped!
  

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

• Initial Complaint

  Date:01/24/2023

  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 used the website surveymonkey.com to send out a free survey on Jan. 5, 2023. I was only allowed to see 10 of my responses so on Jan. 23, 2023, I went to upgrade in order to see the rest of my results. I clicked on a plan that I thought I wanted but as I was entering my credit card numbers I realized I did not need that plan. I tried to back out and go to pick a different plan, but my credit card was still charged $954! The company has no phone number, and the one listed on the BBB website does not work, so I went to the website help center and talked with a robot who sent my message telling them what had happened and asking that I be contacted so I could change to the individual plan and get a refund of the difference. I am not a business so I do not need the service I was charged for. My survey was a one-time thing. I sent 2 more emails during the day in response to the automated email i received that said they would look into the problem but they never responded. Tuesday morning, Jan. ********************************************************************************************* any way. I tried sending 3 more messages today, but have not received even an automated response to those.At this point, I want a full refund. I have a case number ********, but they are not helpful at all and I don't know what else to do. It's a lot of money to pay for something I don't need and wasn't trying to purchase.

  

  Business Response

  Date: 02/01/2023

  Were sorry to hear about this customers experience.
  
  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. 
  
  We do offer both Annual and Monthly plans to best cater for long and short term use. When it comes to pricing, we break down the cost of the Annual plans on the plans and pricing page to better help you understand how much that means month-to-month, but the Annual plans are only available on an annual (yearly) billing cycle, meaning that customers are paying for a full years of service up front. 

  
  With our annual plan, we provide a full year of service for a set price, and this year begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. 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. 
  

  
  

• Initial Complaint

  Date:01/20/2023

  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.

  This complaint is about Survey Monkey which is accredited by BBB. Their website does not have contact information beside contact Sales via email which I did but still no response. I sent two other emails with no response, either. One urgent one: I created a survey to my customers to which they responded but I cannot access all the responses. I contacted the sales department via email, which is the only option, on how I can upgrade to pay and they are not responding. I need to access my survey results. Can you help?

  

  Business Response

  Date: 01/27/2023

  Were sorry to hear about this customers experience.
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************
  
  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: **********************************************

  
  

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18868143
  
  I am rejecting this response because:

  I was not able to collect all responses. contrary to what they are saying.  I was limited to 10 and I had 18 responses. After looking around on their website I found the option to upgrade (monthly) that is not billed annually for $99. I plan to cancel it at the end of the month. If they are saying that with Basic Plan, one can access unlimited response, I want my money back. 

  I recall sending an email using "Contact sales" because that is the only venue to contract them I found on their website. Is there a reason this company does not have the "contact us" icon on their website like other companies? This frustrating and it does have to be. People who own their business are very busy and, honestly, don't have time to be sent around back and forth. I had to contact you because I had no other way to contact this company - Survey Monkey.

  After contacting you, I received a response to one (how to access my old surveys) of the two emails I mentioned in the complaint. Thank you. You are doing a good job.

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

  

  Business Response

  Date: 02/02/2023

  As mentioned, with a Basic Free plan, customers can collect unlimited responses for free and view only a set number of responses collected per survey. Customers will have view-only access to 10 responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. To view those additional responses, the customer will need to upgrade their Basic Free Plan to one of our paid plans instead. They can also find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************

  Our support team was still not able to locate a case request from the customer via the email they have provided. 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:01/17/2023

  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.

  Absolutely scammed by this company. Firstly, an associate of our small business was mislead by confusing language into purchasing $518 subscription, which was 80% of our marketing budget. It was advertised as a monthly subscription, even advertising the monthly price, but you ultimatley have to purchase for the entire year. We were then mislead again when we began building a survey using the free version but once several hours were already spent doing so, we were notified that the features we already utilized we had to pay for to move forward. At that point we realized it was necessary to use the advanced logic (a paid feature) , went on to spend weeks crafting a survey, only to click to the next step and discover it's an additional $600-$1,000 to utilize targeted respondents (even though advertised under subscription that you get ****** respondents). Yet again, misleading. The entire survey itself is useless to our project and business without targeted responses, and we could not afford that additional cost on top of what we already spent. So we reached out to customer service explaining our situation in detail mulitple times, well under 30 days of the purchase, and could only contact them via email (there is no phone service available) which it often took days to recieve response- only to get mulitple scripted responses in return denying a refund for remainder of months not used. We even offered to use the money refunded to turn around and still use thier company to purchase targeted responses, after recrafting a free survey. We have had to put our operation completely on hold due to this, and have spent over $500 on a service that is completely useless to us. We are a small business and this whole process has been a nightmare, financially and otherwise.

  

  Business Response

  Date: 01/19/2023

  Were sorry to hear about this customers experience.
   
  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. 
  
  We do offer both Annual and Monthly plans to best cater for long and short term use. When it comes to pricing, we break down the cost of the Annual plans on the plans and pricing page to better help you understand how much that means month-to-month, but the Annual plans are only available on an annual (yearly) billing cycle, meaning that customers are paying for a full years of service up front. 

  With our annual plan, we provide a full year of service for a set price, and this year begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. 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.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.

  
  

• Initial Complaint

  Date:01/12/2023

  Type:Order 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.

  The other day I went to SurveyMonkey to make a poll. Im starting a new business and needed client feedback on a few things. The sign up page boasts about how easy it ease to create and how you can add up to ten questions with your free account. I think I made 5 questions. What it doesnt tell you when sign up for the basic free account is that you can only view TEN responses..until you receive that 11th response. Then it demands you sign up for a costly membership - which Im honestly now afraid to sign up for after reading these complaints. I cant risk being billed multiple times or incorrectly. So I have 88 responses that I cant view. I wouldnt have shared the link out on my socials had I known this advance. I have pored over the site including the Terms and Conditions and cannot find anywhere that this very important piece of information is stated. Such a waste and honestly Im embarrassed to go back to these same clients with another survey even though this is in no way my fault. I really just want and need my results and $99 is ridiculous for one survey.

  

  Business Response

  Date: 01/13/2023

  Were sorry to hear about this customer's experience. 

  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************
  
  The feedback about our Plans and Pricing page has been received by our team, and we do want to confirm that all Basic Free SurveyMonkey accounts and plans do have this viewable response limit within their account. 
  
  We located the support ticket created by this customer and if the customer has any additional questions, we recommend that they continue communicating with customer support directly for further assistance.
  

  
  

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  Hello,I signed up for a free version of Survey Monkey. No where in the sign up process did the Survey Monkey company describe what "advanced options" were not available with the free version. I created a survey and sent it out and then I got a notification that unless I upgraded to a paid version, I would not be able to see responses over 10. I have 15 responses. I looked at the paid options and only saw options to pay for an annual subscription. The cheapest being over $200. I reached out to their sales department to inquire about paying for the subscription for one month and I got a response from ***********************, a biz rep, that they only offer annual subscriptions. See his response attached. After going back on their website, I found that they do offer monthly subscriptions. I am filing this complaint as I believe this business is not disclosing the limitations of the free version of their trial subscription. One of their employees also falsely communicated to me that the only offer annual subscriptions. I purchased a one- month subscription of their service on January 11th, 2023 as I need to be able to see all the responses from the survey I created. I would like to see them communicate honestly what is and is not included in a free version of their service as well as not fraudulently hide subscription options from individuals wanting a limited subscription. Thank you for your time and assistance.***

  

  Business Response

  Date: 01/13/2023

  Were sorry to hear about this customers experience.
  
  Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information. 
  
  We do offer both Annual and Monthly plans to best cater for long and short term use. The plans and pricing offered will vary depending on the customer's location. 
  The Standard Monthly is a great plan if customers dont want to pay for a whole year at once but still want to make a more advanced survey. The monthly plan gets them paid features like skip logic, custom reports, and exports.

  
  With a monthly plan, customers need to make sure to pay attention to the number of responses they are collecting, as well as the upcoming renewal date in case they want to cancel their subscription before renewing. More information on this here: ***************************************************************************************************

  
  When it comes to pricing, we break down the cost of the Annual plans on the plans and pricing page to better help customers better understand how much that means month-to-month, but the Annual plans are only available on an annual (yearly) billing cycle.

  If the customer has any additional questions about this, we recommend that they contact customer support directly via our Contact Us form here: **********************************************
  

  
  

• Initial Complaint

  Date:01/10/2023

  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 created a free account for a non profit. We launched the survey but are not seeing any results. The survey shows OPEN I assume this is because it is free. I have visited the help bot chat repeatedly and received case numbers ( ******** )always with an automated reply and never addressing my concerns or questions. If we upgradewill I be able to see responses? I have given my phone number and asked for a call back - nothing. Meanwhile we launched this important survey and we are stuck. **************** is underwhelming. I am requesting a call back with solutions. There is no phone number listed anywhere (the # listed on the BBB site is no longer in service) and they appear to have moved the ******** office space from US Bank Building to *******************.

  

  Business Response

  Date: 01/13/2023

  Were sorry to hear about this customer's experience. 

  We dont have an inbound or direct line for phone support for our Basic Free Plan. Phone Support is currently available for our customers on our Premier, Team Premier or Enterprise Plans. Email is our primary form of communication for support, as it allows us to help a multitude of customers at once and so our customers can use these emails as references. 
  
  Because SurveyMonkey is a self service platform we leave account management up and survey creation up to our customers. With our Basic Free Plan, customers have the chance to try some paid features before sending their survey. More information on this can be found here: ***********************************************************************************************
  
  We have managed to locate the customer's support ticket in this case and we encourage the customer to continue communicating with the support team should they have any additional follow up questions. 
  

  
  

• Initial Complaint

  Date:12/22/2022

  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.

  The product is not as described. The functionality is limited and does not produce at the quality as promised. This product is for more for high volume surveys not for consumer needs. I am simply asking for a refund and I have stopped using the product.

  

  Business Response

  Date: 12/27/2022

  Were sorry to hear about this customer's experience. 

  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self service platform we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. 

  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. Though we understand that refund has been requested, we are entirely prohibited from refunding this charge, so no exceptions will be made to our no-refund policy.
  
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18626791
  
  I am rejecting this response because: 

  This response is a copy and paste response and doesn't address your false advertising. Your business is fully capable of processing a refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/14/2022

  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.

  The ************ ********** of ******* subscribed to SurveyMonkey.com (dba Momentive **** access on November 18th. An invoice was provided and promptly paid by the ******************** (Invoice ********) and the vendor received an ach deposit for this service on December 2nd.To date, our account has not been activated. Attempts to get this rectified have been unresolved. There is no access to phone support without a paid account, which we are trying to enable.

  

  Business Response

  Date: 12/22/2022

  Were sorry to hear about this customer experience. 
  
  Our support team was able to locate the initial support ticket with the locate payment request and can confirm that we were able to apply payment and the account has now been successfully activated.

  We encourage the customer to continue communication with support should they have any additional follow up questions.

  Customer Answer

  Date: 12/22/2022

  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,
  
  ***************************