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:11/07/2024

  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.

  Please help me resolve closing my SurveyMonkey account and getting a refund for the balance of the overpayment charged to me. I need to completely close my SurveyMonkey account and receive a refund for an overcharge of $275 of what I thought I would be paying ($25). I was charged $300. I used the survey service for less than a week. It was a small 57 response class project survey that I assumed would fit their free plan but didn't. I am seeking fair remediation. I am a teacher who opened a free SurveyMonkey account for a class election poll project. After creating and sharing our class survey and beginning to collect responses, I was prompted to upgrade when my responses exceeded 25. There was nothing in the initial set-up to warn me of this limitation but I decided to quickly subscribe to a plan to continue the survey. I chose the least expensive monthly plan of $25 but was charged the "annual billing" price of $300. There was no warning of actually signing up for an annual subscription or not being able to cancel the subscription. I missed the initial fine print" billed annually" , however that doesn't mean non-refundable. In this era of subscription services, it is common to expect a subscription to cancel on the date you cancel. I have since realized there is no apparent way to completely cancel the account, only to disable billing after a YEAR! My survey was small - 57 responses and I "canceled" on November 2. When my expected refund message never came, I investigated and have not been able to reach a human to rectify this problem. I only receive bot replies. They offered that I pay them an additional $99 for a monthly plan and then they would refund the $300 I paid. My card was hacked after this transaction and I would never give them more of money or another card. It isn't reasonable or sensible. It seems this company is not an honest and fair business. Please help me get a fair refund. Thank you.

  

  Business Response

  Date: 11/08/2024

  Were sorry to hear about this customers 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. 
  
  With a Basic plan, customers can collect unlimited responses for free, with view-only access to a limited amount of responses per survey. Customers can view their response limit by going to the plans and pricing page when they are logged into their account. 
  
  We break down the cost of the Annuals plan on the plan's and pricing page to better help customers understand how much that means month-to-month, but the annual plans are only available on an annual billing cycle, meaning that they are paying for a full year upfront and are committed to that entire billing period. 
  
  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, again 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  We were able to locate this customer's case and see that an exception has been offered by our team. We encourage the customer to continue communicating with the support team should they have any additional questions about this exception provided.
  
  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22527217
  
  I am rejecting this response because:

  The offer SurveyMonkey made requires me to first pay them an additional $99 for a monthly subscription and THEN they will refund the $300 they somehow cannot refund otherwise. I am not willing to pay additional money to a company that "cannot refund".  Additionally, the card I used initially was hacked shortly after my initial transaction and I do not trust it is safe to give them additional payment means. This is part of my complaint to BBB.  It is not a fair offer of remediation.  

  The company's comments regarding their assumptions that a customer will read their terms of use and understand their no refund policy is unreasonable since their Terms of Use are not present or easily found at the time of transaction.  Additionally, as a customer I assume a subscription company is conducting themselves fairly in a way most comparable services do and close accounts and refund the balance of time when customers are dissatisfied or no longer need Their service.  Anything else is attempting to steal consumer money while not making clear and then hiding behind a difficult to find "Terms of Use" statement.

  Their Basic Plan statement demonstrates the unclear and misleading nature of their business practice since they say the Basic Plan includes RECEIVING unlimited responses and "VIEWING" a limited number.  The only party who has access to any responses beyond the initial 25 is SurveyMonkey at which time they quickly prompt with a pop up that a subscriber must upgrade their plan to view and access any additional responses.  This is an unclear business practice that caused me to quickly seek the ability to continue with my classroom project shared with a school community as my students were using it. These pieces of information should be abundantly clear upfront rather than using bold monthly fees and small print for the information they prefer not to be seen.  I chose the lowest monthly fee I could find.  From other complaints filed here on BBB as well as those filed on Trust Pilot, and other consumer complaint platforms. 

  Finally, I am a teacher who used this service for a 57 response survey in my school as part of math project over a few ******* use ws nowhere near equal to the cost.   I admit I made a mistake in not checking out this company before doing business.  It once had a good free service teachers used and clearly does not anymore.  I hoped to appeal to reasonableness with an actual human response.  It appears this company is largely bot driven since responses have been repetitive and I have not found a way to reach a human.  It has several offices yet only 1400 employees.  **************** is not a priority.  I am seeking a fair resolution and the one offered is not fair or reasonable. 
  
  Sincerely,
  
  ******* *******

   

  Customer Answer

  Date: 11/16/2024

  
  I am rejecting this response because:
       The offer SurveyMonkey made requires me to first pay them an additional $99 for a monthly subscription and THEN they will refund the $300 they somehow cannot refund otherwise. I am not willing to pay additional money to a company that "cannot refund".  Additionally, the card I used initially was hacked shortly after my initial transaction and I do not trust it is safe to give SurveyMonkey additional payment means. This is part of my complaint to BBB.  It is not a fair or reasonable offer of remediation.  ( I am attaching supporting evidence of the initial offer by SurveyMonkey and bank information.)
       The company's comments regarding their assumptions that a customer will read their terms of use and understand their no refund policy is unreasonable since their Terms of Use are not present or easily found at the time of transaction. ( I am including a screen shot of the location of Terms of Use on the SurveyMonkey web pagevery bottom, not obvious or easily located. The information contained is not part of Plan info provided at the time of subscribing.) Additionally, as a customer, I assume a subscription company is conducting themselves fairly in a way most comparable services do; Present their product clearly and honestly - close accounts and refund the balance of time when customers are dissatisfied or no longer need their service.  Anything else is attempting to steal consumer money while not making terms clear and then hiding behind a difficult to find "Terms of Use" statement. 
  After setting up and sharing my class survey with their free plan, I was prompted with a pop-up that I needed to upgrade in order to view responses above 25. The notification wasnt clear and I acted quickly to ensure respondents could respond. I quickly reviewed plans and chose the lowest monthly plan.  They are presented as monthly plans with no obvious, clear language or warning that one is bound beyond a month and no warning that the fee is non-refundable upon cancelation.  ( I have included a screenshot of the plan page I was taken to on their site.) 

       Their Basic Plan statement demonstrates the unclear and misleading nature of their business practice since they say the Basic Plan includes RECEIVING unlimited responses and "VIEWING" a limited number. This equates to baiting consumers.  The only party who has access to any responses beyond the initial 25 is SurveyMonkey at which time they quickly prompt with a pop-up that a subscriber must upgrade their plan to view and access any additional responses.  This is an unclear business practice that caused me to quickly seek the ability to continue with my classroom project shared with a school community as my students were using it. These pieces of information should be abundantly clear upfront rather than their practice of using bold monthly fees and small print for the information they prefer not to be seen.  I chose the lowest monthly fee I could find that would enable me to complete our one-time survey for our class project, and subscribed to what I thought would cost me $25.  I did not receive any information that led me to believe I wouldnt be responsible for just my monthly choice and absolutely no information stating payments were non-refundable. Billed annually does not mean non-refundable and could suggest a monthly fee broken out over a year term should one choose to continue.  From the many other complaints filed here on BBB as well as those filed on Trust Pilot, Reddit, Sitejabber and other consumer complaint platforms, it is clear my experience is a common one. 
       Finally, I am a teacher who used this service for a 57 response survey in my school as part of a math project over a few days. My use was nowhere near equal to the cost. I had no intention of subscribing for a year or to use the service beyond this one survey. It appears SurveyMonkey is not the platform for this kind of use and they should make that clear in their Basic Plan information. SurveyMonkey once had a good, free service teachers used and service has clearly changed. I hoped to appeal to reasonableness with an actual human response.  It appears this company is largely bot driven since responses have been repetitive and I have not found a way to reach a human and have been frustrated with my many attempts to resolve this.   There are no published email addresses or phone numbers that reach someone. I am seeking a fair resolution and the one offered is not fair or reasonable.
  
  Sincerely,
  
  ******* *******
  

  
  

  

  Business Response

  Date: 11/22/2024

  Again, were sorry to hear about this customers experience.
  
  The purchase process outlines terms for both the purchase and 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 plans and pricing page breaks down the cost of the annuals plan to better help customers understand how much that means month-to-month, but the annual plans are only available on an annual billing cycle, meaning that they are paying for a full year upfront and are committed to that entire billing period. 
  
  This customers case has been reviewed by our leadership and management team and a one-time exception was provided by the team. This is the only exception that management has approved and provided after their case review.  By offering this exception, we hope to lessen the financial impact on the customer. Again, we encourage the customer to continue communicating with the support team should they have any additional questions about this exception provided.
  
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22527217
  
  I am rejecting this response because: There has been no new offer of remediation from the company since I initially filed my complaint.  The offer made here is simply a response that reiterates messages I have received previously.  It appears they want to make the appearance of offering remediation when they have not. I have no new communication from SurveyMonkey.  Their offer which I included in my original complaint,  requires me to pay an additional $99 before the company will refund any money.  It is unreasonable that SurveyMonkey cannot refund without my paying more and as I stated in my complaint, I do not trust giving SurveyMonkey additional money in order to receive a refund. ( It is also non-sensical.)  Additionally, their initial statement in this response regarding what is stated at the time of subscribing is false.  They are continuing to misrepresent their service and customer experience.  Their characterization of me as having a continuing subscription is false. I do not wish to have a continuing subscription with SurveyMonkey.  I have asked the company to cancel my subscription.  It is difficult to find a means to cancel and when I did attempt to cancel beyond removing the option to auto-renew,  I was prompted by the  company to agree to forfeit any monies paid in order to cancel. I am not willing to forfeit money paid since I have no need for this service and do not plan to continue my subscription.  I have not been able to find a cancel button a second time. I believe there are consumer laws  being broken by SurveyMonkey. I want a fair and reasonable refund and for them to cancel my account.

  One simply needs to read the many  SurveyMonkey responses to this dispute,  attempting to avoid refunding a ridiculous  overcharge for a 4 day teacher classroom survey, a reasonable and simple request, to know this company is not operating in a forthright and honest manner.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/02/2024

  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 was not notified of the upcoming auto-renewal for my subscription. On the day of auto-renewal I requested cancellation, but they denied a refund per their policy. I am a resident of ********. I notified them that they are in violation of Colorado State Law HB21-1239 Protections In Consumer Sales Transactions act as they did not send me an auto-renewal notice in the identified timeframe (greater than 25 days prior to auto-renewal) but they continued to refer to their no-refunds policy, even though the policy specifically states they make exceptions to comply with legal requirements. They responded without acknowledging that they are in violation of the law and re-stated that they do not give refunds per policy. I emailed again stating that I am legally entitled to a refund. I cannot call them to resolve as they do not offer phone support for my membership level. They further responded that I am not eligible for the notification because that is a higher membership level. The law does not require a higher level of membership. Of note this is also a violation of the California Auto-Renewal Law Assembly bill 390 as it is a 1-year subscription.

  

  Business Response

  Date: 11/04/2024

  Were sorry to hear about this customers 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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 leadership and management 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. We encourage the customer to continue communicating with the support team should they have any additional questions about this.
  
  

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, The group communicated with me outside of this process and offered me a refund. I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Survey Monkey on 10/30/2024 as the annual charge for our Survey Monkey account appeared on our company credit card invoice while conducting our monthly reconiciliation process (attached). I noticed that Survey Monkey charged us for 5 users, however, we have always had 4 users, and the system also says we only have 4 licenses (attached). When I contacted ********************** on their support chat, the representative said they cannot issue a refud for the 5th user license, even though their system says we only have 4 user licenses. When I asked the representative if I could please be connected with a manager, they said they were not permitted to do so. I asked why and they again said the same thing, then ended the chat. I'd like to know why as a customer of **********************, we're not permitted to speak to management about why they are billing us for a license that we don't have. This is not right.

  

  Business Response

  Date: 11/04/2024

  Were sorry to hear about this customers 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 and team 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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 leadership and management 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. We encourage the customer to continue communicating with the support team should they have any additional questions about this. 
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  There is no way to contact the customer service for assistance. The **** are NO HELP AT ALL. There is no phone number to call for assistance. My credit card was charge without my authorization for another year of service, it was for a one time use only.

  

  Business Response

  Date: 10/25/2024

  Were sorry to hear about this customers 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  We were able to locate a support case from this customer based on the information provided, and can confirm that our customer support team has responded to them multiple times from the support case opened. However, they have not heard back from the customer. We encourage the customer to continue communications with the support team to continue the conversation.
  
  

  Customer Answer

  Date: 11/05/2024

  I am responding to a complaint I filed against SurveyMonkey. I do not accept their answer. My call was dropped several times. I did not authorize a renewal of my subscription! It is difficult to get through to this company. It took me 3+ hours to finally gain access to my locked account.

  

  Business Response

  Date: 11/06/2024

  Again, were sorry to hear about this customers 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.
  
  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: **************************************************************

  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. More information on this can be found here: **********************************************************************************************
  
  Again, our support team has not heard back from the customer since our last follow-up. We encourage the customer to continue communications with the support team to continue the conversation. They can also submit a new support request via our contact form here: **********************************************
  

  
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22458861
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/07/2024

  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.

  Hello ****, Jeidel here, We apologize for the inconvenience. SurveyMonkey is responsible for storing and protecting your collected data, which requires the use of paid servers that need regular maintenance. These costs are included in the price of the paid plan. Since your data has been exported, SurveyMonkey no longer retains that information, and as a result, we are unable to provide a refund at this time.If there is anything else we can help with today, please let us know.Jeidel A. (He/Him)Product Support Specialist SurveyMonkey --------------- Original Message ---------------From: **** ********** [*******************************************]Sent: 10/7/2024 1:50 PM To: ********************************** Subject: RE: Question about refund request Hi.This isnt helpful at all. Im a very small business doing disability inclusion. Things are really rough right now client-wise. I cant afford it, and did not know that it was set to auto-renewal. I did not receive an email. The auto renewal is really bad business. If you cant help me, please forward me to a manager. **** ********** From: ********************************** <**********************************>Sent: Monday, October 7, 2024 3:48 PM To: **** ********** <*******************************************>Subject: RE: Question about refund request Hi ****, Thank you for reaching out!Unfortunately, we are unable to offer you a full or partial refund per our policy on non-refundable fees: ************************************************************** Subscriptions automatically renew at the end of your billing cycle to ensure you dont lose access to paid features and your survey data.We understand this isnt the news you were hoping for, but I can confirm that the automatic renewal has been disabled so you arent charged again: ****************************************************************************** Warm regards,Ritchelle G. (she/her)

  

  Business Response

  Date: 10/14/2024

  Were sorry to hear about this customers 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  We have connected with the support team and are happy to see that an exception has been made for this customer. Should they have any additional questions about this, we recommend they reach back out to the support team. 
  
  

• Initial Complaint

  Date:10/03/2024

  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.

  on August 08 /2024, SurveyMonkey charged me $276 for an automatic subscription renewal. I did not ask for or authorize this renewal because I will not need the service. I used their services for a few months last year (2023) but paid for a whole year. That was ok. I paid them over $1000 for that service besides the subscription fees. I finished my survey in 2023. SurveyMonkey charged for renewal, although I canceled it on 08/08/2024. I sent them an email, but I never received a response. I disputed the charge with the credit card, but I never received a refund. I am writing to BBB to ask them to assist me in getting my money back. That charge was on my Citi Credit **************************** Thanks

  

  Business Response

  Date: 10/11/2024

  Were sorry to hear about this customers 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  Because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this.
  
  

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22373612
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  I canceled the subscription first day of the automatic renewal. I never used SurveyMonkey's service since last year and I will not use it. I expect SurveyMonkey to do better business and refund my $276.00. Concerning the credit card company, they will not pay the money until SurveyMonkey makes the refund. 

  

  Business Response

  Date: 10/18/2024

  Again, were sorry to hear about this customers experience.
  
  However, because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank/credit card company, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this. 
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22373612
  
  I am rejecting this response because: I contacted Citi Credit Cards before I reached out to BBB. Citi cards asserted that they would make a refund only when they receive a note from SurveyMonkey advising them to make the refund. I think I'm intitled for a full refund because I cancelled the subscription on the first day of the renewal. At this point I'm asking SurveyMonkey to send Citi Cards that note or to me and I will forward it to them.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/25/2024

  Again, because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank/credit card company, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this. 
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22373612
  
  I am rejecting this response because: Survey Monkey is the party who took my money. **** credit cards did not take the money. What other better case do you expect than cancelling the subscription on the first day of the automatic renewal.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/10/2024

  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.

  June 2024 468.00 Provided no service Automatically charged my ******** card No valid phone number to resolve I used the service over 2 years ago for my dissertation. Once completed I no longer needed the service. By default they keep charging my card. I would like a reversal of the charge for services not used.

  

  Business Response

  Date: 09/11/2024

  We’re 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. Fees are non-refundable per our Terms of Use: ***************************************************. 
  
  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 customer’s behalf when contacted directly through our support channel: ************************************ 
  
  Because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank/card issuer, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank/card issuer, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this.
  
  

  Customer Answer

  Date: 09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Stephen H***

  Customer Answer

  Date: 09/16/2024

  Clarification:
  Since my account has been inactive for the last 2 years and I have forgot my password I have asked for SM to send me a temp their response is “I should receive an email within 10 mins. I have never received and email from them let alone within 10 min. I cannot log on to cancel and the only phone number I have available is not in service.

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Survey Monkey would only allow visibility to a limited number of users on a survey that I completed. I did not intend to pay $1,351.35 to upgrade my account to see the rest of the responses. I believed I was signing up for a trial. I have canceled my account and will make sure that I recommend against using this service to my colleagues and friends.

  

  Business Response

  Date: 08/23/2024

  Were sorry to hear about this customers 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. 
  
  With a Basic plan, customers can collect unlimited responses for free, with view-only access to a limited amount of responses per survey. Customers can view their response limit by going to the plans and pricing page when they are logged into their account. 
  
  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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: **********************************************
  
  

• Initial Complaint

  Date:08/19/2024

  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.

  Last year at this time, a charge appeared on my credit card without an invoice or any other warning. Now, it's happened again. SurveyMonkey claims they sent it, but I've never received it. They directed me two whitelist more than a dozen e-mail addresses to be sure I receive an invoice. None of that worked. The root of the issue is that I'm repeatedly charged for "Seats" I'm not using. I wish to pay for the minimum license with three seats. I expressed this last year. I was denied any credit or assistance in managing my user list. I ensured my account showed just three users. Yet, here we are again. I'm again overcharged, paying for services I'm not receiving. Since I attempted to work this out with Survey Monkey last year and received no relief whatsoever, I'm filing this complaint at the same time as opening a ticket with Survey Monkey.

  

  Business Response

  Date: 08/23/2024

  Were sorry to hear about this customers 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  We have connected with the support team and are happy to see that an exception has been made for this customer. Should they have any additional questions about this, we recommend they reach back out to the support team. 
  
  

• Initial Complaint

  Date:08/14/2024

  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.

  A previous employee at my company, **************** had a SurveyMonkey account on auto-renewal. He no longer works here, but our card was charged $468 on 6/28/24. We attempted to reach out to the company on several occasions by phone, email, and chat, but the company is impossible to get in touch with unless you have an account. Finally, when we found the account associated with the employee, Surveymonkey refused to do even a partial refund of the charge, citing that we agreed to their terms simply by being on auto-renewal. So now we have a completely useless subscription for an employee who no longer works here.

  

  Business Response

  Date: 08/16/2024

  Were sorry to hear about this customers 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. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  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: ***************************************************;
  
  Because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this.