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:09/08/2023

  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 company makes it very hard to cancel the subscriptions. They do not follow ********** law for notifications or automatic renewals.

  

  Business Response

  Date: 09/13/2023

  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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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 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:08/24/2023

  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.

  Survey Monkey claims to have a free option to run a survey, but neglects up front to say you can only receive up to 10 responses, at which point you are forced to pay into one of the plans. The $25/month per user option doesn't say you will actually pay $75/month and that they account for 3 users total, thereby you are thinking you are paying $300 a year ($25 a month), but really they charge you $900 up front.I have tried to contact Survey Monkey, but have been sent to three different "customer service reps" who site various policies buried in their website, or to defunct pages that say, "Whoops! The page you are looking for is no longer active"

  

  Business Response

  Date: 09/01/2023

  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 ************ ********************************************************************************
  
  We break down the cost of the Team plans on the plans and pricing page for customer to better understand how much that means month-to-month, but the Team plans are only available on an annual billing cycle starting at 3 users. 
  
  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 it is currently being reviewed by our management team. We encourage the customer to continue communicating with the support team should they have any additional questions about this. 
  

  
  

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In addition to creating surveys for employees, I use SurveyMonkey (SM) to collect applicant questionnaires when recruiting. For some reason when logging in SM doesn't recognize my work laptop (device). My device does accept cookies, as they suggested may be the issue. I currently have applicants submitting responses that I do not have access to. Knowing how difficult recruiting is currently in the U.S., it's critical I have access to those results (which I paid an annual membership to). ** has informed me I have to wait until the end of the month, because that's when my access will be reset. This wait is burdensome and provides heavy risk for me to lose applicants that lose interest. I have executives waiting for these responses, and this is holding up our recruiting process. Since they couldn't accommodate me, I can't use them, and asked for a partial refund and was denied. I was offered to upgrade to a higher cost package that would allow me multiple devices though. Seems like a scam to me.

  

  Business Response

  Date: 08/23/2023

  Were sorry to hear about this customers experience.
  
  Account Verification is an added security measure to ensure only the owner of the account can access and use the information gathered. We define ownership as the email address listed on the account as the primary contact. As such, we allow the owner to have two devices at once. For example, the customer can verify their work computer and home computer so that they could work on surveys in both places without needing to verify again and again.
  
  If the customer finds that they need to repeatedly verify the same device, theyll want to make sure that the device allows cookies. If this is a work computer, we also suggest they reach out to your IT team to ensure that the device can accept cookies from our site. More information on this can be found here: ***********************************************************************************************
  
  Our support team was able to locate this customer's case and are happy to say that an exception was provided to the customer. We encourage the customer to continue communicating with our support team should they have any follow-up questions about this. 
  
  

  Customer Answer

  Date: 08/24/2023

  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:08/09/2023

  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 company advertises the use of its free survey tool. It does not make it clear that you can send out a survey but in order to see the results you will need to pay hundreds of dollars for an annual plan. We used survey monkey in good faith for a school project. After spending more than 10 hours eliciting responses from busy nurses, we discovered our data was being held hostage for a fee that we did not see. The company allows you to send the survey to unlimited people without making clear you will only see 10 responses. The company does not respond to help emails in a timely manner (waiting over two weeks now) and does not allow unpaid subscribers to call the help desk. This is deceptive and manipulative.

  

  Business Response

  Date: 08/09/2023

  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: **********************************************

• Initial Complaint

  Date:08/09/2023

  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 signed up with SurveyMonkey for a single survey. To get the data I wanted from the responses, I had to sign up for a full year of service even though I knew I would not need it for a year. Nonetheless, I signed up for $497 and used the survey service. Now, a year later, I received another $497 charge. They are not clear when you sign up that the service auto-renews and you will get charged again. I cancelled the service the same day the charge posted to my Amex account and asked for a refund. Mind you, the new charge is not for LAST year's service, it is for NEXT year's service, which I cancelled the same day as I was charged. I contacted them to let them know that 1) it was not clear in signing up that I was signing up for an ongoing service and 2) I did not need nor want their service any longer and that I had cancelled online. Do you think they will refund the $497? Of course not. Their response was essentially "Too bad, sucker". I strongly recommend anyone who needs to use electronic surveys look anywhere else but SurveyMonkey. They are not an ethical company.

  

  Business Response

  Date: 08/09/2023

  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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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: ***************************************************;
  
  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 via our support channel for more information. They can contact them via the following link: **********************************************
  
  

• Initial Complaint

  Date:08/04/2023

  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.

  5/22/23. Tried survey monkey. inadvertently signed up for plan. Cancelled within 15 minutes and was refused credit. Tried to contact them and their email bounces back - no emails are accepted.

  

  Business Response

  Date: 08/09/2023

  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: *******************************************************************;
  
  This customers case has been located and we can confirm that our support team responded to their support case/request back in May 2023 but have not heard any additional follow-up from the customer. We recommend that the customer continue to communicate with the support team for further assistance.
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20423631
  
  I am rejecting this response because:

  there is no mechanism in place to allow me to respond to the support team. Support team email Reply is blocked and will not accept incoming emails. This is a fraudulent comment on their part and in no way reflects the reality of the situation. Once again, I repeat, the email from Support is a non-monitored mailbox, which will not except reply emails. There is no email listed to reach support.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/11/2023

  Again, were sorry to hear about this customers experience.

  
  If the customer is having issues with contacting our support team via the previous case they have opened, the customer can always create a new support case directly thorough our support channel here: ***************************************************;

  
  We again encourage the customer to get in touch with the support team as they would be best to further assist and address any questions they might have.
  

  
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20423631
  
  I am rejecting this response because:

  The purpose of this complaint was to let others know of the lack of customer service, the difficulty in solving a problem, and now complete obfuscation when it comes to trying to solve a problem. My one, and only expectation, was that this customer, **********************, would provide me with a refund. the process that theyve outlined does not work. I am not a customer, I expect a refund from the fact that I am not a customer, and that is the only resolution that I will except. A continuous loop of trying to get me to contact them when those methods do not work is  both disingenuous, and frankly is shocking. I would ask that the customer service team at ********************** do the right thing and refund my credit card. The way it supposed to be refunded by a dissatisfied customer. Anything less is an indication that this is a company that cares nothing about their customers.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/28/2023

  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 used surveymonkey, a part of Monentive for 2 years and the last year i had forgotten to login and cancel my membership and after weeks and weeks of dealing with their customer service support, i was finally able to get in to cancel the account after they continued to charge me 106 dollars monthly. after i contacted them and said i would need a refund because i had no logged in or used the account in a year. i downloaded my data, and logged out. they have refused to refund this last month and it is unjust as they can see that previously we had not logged into the account for a year.

  

  Business Response

  Date: 07/31/2023

  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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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 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: 07/31/2023

   
  Complaint: 20392052
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 08/02/2023

  i have rejected this because i had not used their services but to cancel the subscription in the past year. 

  

  Business Response

  Date: 08/04/2023

  We are again sorry to hear about the customer experience. 
  
  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. 
  
  As with many other online subscription services, we continue to provide access to our professional services until we receive a cancellation request, either from within the account when the customer disables the auto-renewal or when they contact support. It is not SurveyMonkeys responsibility to monitor how much customers use the subscription paid for. Similar to many other auto-renew subscription services such as ******** it is at the users discretion how much or how little they use the service. 
  
  As exporting is a paid feature, the customer will only be able to access this feature and capability while they are on an active paid subscription, and this service seems to have recently been used, since the last renewal date.
  
  Therefore, although 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:07/21/2023

  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.

  SurveyMonkey has damaged the accuracy of a study, ruined a promotion, and I receive no resolution with this problem.

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customers experience.
  
  Because SurveyMonkey is a self-service platform, we leave survey creation, collection and account management up to our customers. 
  
  When it comes to SurveyMonkey, most surveys created on our platform are created by our users, so survey design, response collection, and analysis will be based on the way in which the survey creator has chosen to design the questions to their survey. This also applies to the way in which the survey creator has decided to share and send out their survey to their respondents. 
  
  We always recommend that survey creators to take a look at our *********** articles (*******************************************) prior to launching their survey. If they have any additional questions or concerns regarding their survey design, customer can also contact our support team here: **********************************************
  
  Our support team was able to locate this customer case and have addressed their initial inquiry. We encourage the customer to continue communicating with the support team for further follow-up or if they have any additional questions about this. 
  
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20356003
  
  I am rejecting this response because:
  

  The error is from the site itself, not the management or development of the survey. This sounds as though it is a convenient way for SurveyMonkey to avoid responsibility. The survey worked and whatever was done by SurveyMonkey to change my account, caused an error and disruption in the survey. Your attempt to brush off this complaint only adds to the non-responsible, manner in which you conduct business in an unethical and unprofessional manner. Again, I ask for your cooperation with resolving this issue.

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

  

  Business Response

  Date: 07/28/2023

  We are again sorry to hear about the customer's experience. 
  
  Our support team has carefully reviewed this customers case and has provided the customer with workarounds and next best steps to help mitigate these respondent based issues for any future surveys they might send out using our self-serve platform. As mentioned, SurveyMonkey is a self-serve platform so any issues regarding respondents browsers will be outside of our scope of support. Survey owners and creators will need to work with respondents in order to ensure that the respondents device and browser settings are appropriately set up in order to ensure the best experience when interacting with the SurveyMonkey site and platform.
  
  We recommend taking a look at the following *********** as well for general troubleshooting steps: ************************************************************************************************
  
  Again, our support team has suggested the appropriate work-arounds, and although we're always available to advise users on surveys best practices, ultimately our tool is a self-service platform where we leave survey creation, collection and account management entirely up to our customers.
  
  While we won't be able to change the outcome or make any exceptions, we continue to encourage the customer to communicate further with the customer support team should they have any additional follow-up questions or concerns about this.
  
  

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20356003
  
  I am rejecting this response because: The help options were applied. THE PRODUCT WORKED AND THEN MYSTERIOUSLY STOPPED WORKING. THIS RESPONSIBILITY IS ON THE PART OF THE BUSINESS THAT HAS ACCESS TO RESOLVING THIS ISSUE. CONSUMERS DO NOT HAVE ACCESS TO THESE PSODUCT THROUGH THE HELP SECTIONS. An exception is requested to cover lost costs because the business will not accept responsibility and fix the error. This is obvious in the automated responses offered by this business. The response does not identify the error or solution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/20/2023

  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 had a paid subscription to Survey Monkey from June 15, 2022 to June 15, 2023. I became aware of our subscription's expiration the very next day on June 16, 2023 and immediately requested the ability to export our survey data that was completed during the time of our paid subscription (or if they could just send it to me) and Survey Monkey adamantly refused, saying that I needed to subscribe again in order to retrieve the data that I had already paid for. I was already extremely frustrated with this since I personally own a business and would NEVER do this to any of my customers. But on July 19, 2023, I finally, as a last resort, paid Survey Monkey another $49 in order to retrieve our data only to find that most of our data had already been deleted by Survey Monkey (which is any number of survey responses exceeding 40). So, now I have paid Survey Monkey a total of $183.40 and still do not have the data that I paid for. I am requesting a full refund in the amount of $183.40 since Survey Monkey first held our data hostage until I paid another premium, and then when I did, Survey Monkey had already deleted it. This is a horrible business practice and they clearly do not care at all about their customers.

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customers experience.

  When an account downgrades back to a basic free plan, in order to comply with data privacy, retention and regulations, any responses that are collected and received more than 60 days ago that also exceed your response limit will be automatically deleted within 15 days of the downgrade. 
  
  In order to keep, view, and access those responses, the customer would have needed to upgrade the account back to a Paid Plan prior to the deletion. This response deletion is an automated process and once the responses are deleted, they can no longer be restored in any way. The customer can find more information on this here: ***************************************************************
  
  Our support team was able to locate this customer case and have sent this over to our management team for further review. We encourage the customer to continue communicating with the support team for further follow-up or if they have any additional questions about this. 

  
  

• Initial Complaint

  Date:07/19/2023

  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 subscribed to SurveyMonkey SEVERAL YEARS AGO and have been paying for the service - $46/monthly. I have made several attempts since December of 2021 to cancel the service either personally or through another subscription manager provider to no avail. There is no contact telephone number to reach the company and since I had no access to the original email address associated with the account, there was no way to login to discuss billing via chat with the representatives either. I opened several tickets to try to rectify this matter and all to no avail. I have not used this service or had the ability to log in for at least 5 years yet I have been billed all the while. I had no access to the email address for at least 7 years as well. My email address I believe that is associated with the account is different than the email address naturally that I have now and as a result I keep being advised that they have no record. I have included attachments of some of the attempts to rectify this matter - all to no avail. I am requesting a refund of all charges associated with an account that I did not use, had absolutely no access to with a refund to be administered for all charges at least back to 12/2021 when the initial requests were made.

  

  Business Response

  Date: 07/21/2023

  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. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  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: ***************************************************;
  
  Our support team was able to locate this customer case and are happy to hear an exception was made in this case. We encourage the customer to continue communicating with the support team for further follow-up or if they have any additional questions.