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:08/17/2025

  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.

  Survey Monkey provides no notification that they will be charging auto renewal and then attempt to charge credit card on file before your subscription is up. Once this starts, they deactivate your ability to terminate auto renewal or to close your account. Fortunately I have a credit card company that doesnt tolerate this kind of unethical behavior. I own my own business, help to run a non profit and consult dozens of other businesses. Trust that none of these entities will ever use Survey Monkey again.

  

  Business Response

  Date: 08/19/2025

  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, 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 not able to locate an account or case with the information that this customer has provided. We recommend that they reach out to the support team via our chatbot here: ********************************************** for further assistance.
  

  
  

• Initial Complaint

  Date:08/05/2025

  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 survey monkey account and it renewed without any notice and I tried to contact them to issue a refund. They had a bot turn me down. This is the third time it has renewed and I have not used their service in over three years.

  

  Business Response

  Date: 08/08/2025

  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, 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 have passed this along to our support management team for further review, and they will be reaching out to the customer via the Chat Support Case that they previously opened. We recommend that the customer reach back out to the support team should they have any additional questions or concerns. 
  
  

• Initial Complaint

  Date:07/22/2025

  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 stopped using the product a year ago. I did not know that it would auto-renew. Their sales and auto renewal tactics are not customer service oriented. I cancelled and cannot get a refund.

  

  Business Response

  Date: 07/25/2025

  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, 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 not able to find a support case with the information provided by the customer. We would recommend that they get in touch with the support team as a first step so that they can further assist. Again, they can get in contact with them via this link here: **********************************************
  

  
  

• Initial Complaint

  Date:07/06/2025

  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 emailed multiple times to SurveyMonkey. Their website explains how to complete a Charity ******** Application which I did on June 16. They sent an automated reply that said I would hear from someone in 2 business days. I have not heard from anyone or received a reply to my e-mails. They do not list a customer support phone number, so it is not possible to reach SurveyMonkey.

  

  Business Response

  Date: 07/08/2025

  Were sorry to hear about this customers experience.
  
  We took a look into things and can confirm that our support team responded to their non-profit charity discount application on June 17, 2025, confirming that the application had been approved and applied to the account. It looks like the customer is not receiving our support email responses. We would recommend that they allow-list in order to receive communications and emails from us for any future inquiries. They can find out more on how to do this here: ******************************************************************************************;
  
  If the customer has any more questions about this, we recommend reaching back out to our support team via the contact us page here: *************************************************** with an alternative email address.

  Customer Answer

  Date: 07/17/2025

  I replied back to Survey Monkey regarding their answer.  I explained that I DO receive their e-mails so their answer was incorrect.  I just haven't received their reply to my Charity ****************** If they could send proof that they replied, it would help.  Or a phone call would be even better.  ************

  

  Business Response

  Date: 07/25/2025

  Again, we are sorry to hear about this customer's experience.
  
  We don't have an inbound or direct line for phone support. 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.
  
  The customer will need to get back in contact with the support team via our contact us page, *************************************************** in order to get further assistance with their request. 
  Again we can confirm that the charity discount has been applied successfully to their account and should they have any further questions they will need to reach back out to the support team for further assistance.
  
  

• Initial Complaint

  Date:06/20/2025

  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.

  transaction date 5/12/25 paid $1,170.45 request adjustment as follows: $1,170.45 (errant charge) - $107.29 (correct charge) = $1,036.16 refund requested team subscription purchased in error - intended individual plan per correspondence (attached) - I reached out to have the error fixed for refunding and then charging correctly or refunding difference it appeared (per correspondence attached) that, based on my good faith effort and communication, that business agreed and intended resolve agreeably but ongoing exchange demonstrated avoidance and unhelpfulness and I came to suspect that they were not operating in good faith. as further evidence of my story, see website screenshot images showing that they have me on Team Advantage plan which was supposed to be invoiced and not immediately billed but it also shows an invoice due for the Individual plan

  

  Business Response

  Date: 06/25/2025

  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 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: 06/25/2025

   
  Complaint: 23496230
  
  I am rejecting this response because: the bank states that they will take no action due to the type of dispute and advised this pathway.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/04/2025

  Again, we are sorry to hear about this customers experience.

  Since a dispute was initially filed with the card issuer or bank, SurveyMonkey can't take any action on the account. Again, 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: 07/08/2025

   
  Complaint: 23496230
  
  I am rejecting this response because: This response indicates "Since a dispute was initially filed with the card issuer or bank." This is factually incorrect and the exchanges in the attachments evidence an accurate timeline.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/14/2025

  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 signed up for their standard plan. The website at the time showed in large letters $25/month, $300 annually. I intended to purchase a single month as I have a one time need for a volunteer project. As I walked through the charge portion of the screens, there are no final to be charged amounts so I proceed with the understanding I was purchasing a single month. I noticed after I finished it said I purchases the standard annual plan and no where on the screen was an amount. I went to my credit card page and saw the amount. I emailed and they stated they had a firm no refund policy. I said I just wanted to pay for a single month because I had used the plan. They said they would charge me for the single month at $99 and refund the $300. I still think I should have been pro-rated the month at $25 but I had no choice. However, instead they charged me for both so now I have paid $400. Not only are their pages misleading but their customer service to make it right is defunct.

  

  Business Response

  Date: 06/17/2025

  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.
  
  We break down the cost of our annual plans on the plans and pricing page to better help customers better understand how much that means month-to-month, but our annual plans are only available on an annual billing cycle. Meaning that the customer is paying for a full year up front, and they are committed to that entire billing period. 
  
  We have reached out to the support team and can confirm that an exception has been made for the customer. We recommend that the customer reach back out to the support team should they have any additional questions about this. 

  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23468425
  
  I am rejecting this response because:

  -the website is misleading and updates should be made to be as clear as you are in your statement on your website.

  -I had to reach open my request to receive the credit of the initial charge.

  -$99 instead of a single month is hardly making it right.

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

  

  Business Response

  Date: 06/20/2025

  We're sorry to hear about this customer's experience and that the customer found the plans and pricing page confusing and misleading. We have passed this feedback along to our team for further review and consideration. 

  Again, if the customer has any questions about the exception provided, we encourage them to reach out to our support team for further assistance. 
  

  
  

• Initial Complaint

  Date:05/13/2025

  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.

  We purchased Survey Monkey for a year and used it once. Buried in their terms & conditions is apparently an auto-renew clause that we were not aware of. Nor were we aware of the date that the contract would auto-renew.
  
  With most legitimate businesses, they send you an email to notify you that your auto-renew date is approaching. Not Survey Monkey. They hide this from you and then just hit you out of nowhere with the auto-renew.
  
  Look on BBB and other sites and you will see that I'm not the only person complaining about this auto-renew without any form of notification.
  
  We appealed this to our bank and Survey Monkey countered with their own information. I'm sure that they are very good at appeals, because they sure seem to get a lot of them considering their 1.1 star rating on ***** ****** Don't think I've ever seen such a poor rating. In fact, it's 0.1 away from being a perfect 1. Congratulations Survey Monkey.

  

  Business Response

  Date: 05/16/2025

  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, 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 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, 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 and the outcome. 

  
  

  Customer Answer

  Date: 05/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is normal business practice for a business to remind customers of their impending renewals. In today's world, to not notify customers of an upcoming renewal is nothing short of deceit and trickery. Not only that, but it is short term thinking. Does Survey Monkey think that our company, or others we deal with, will ever renew its service? I think not. 

  I have contacted your CEO, **** *******, about this issue. I am hopeful that he is a man of integrity and will notify you to rescind the unknown renewal. I'm sure he cannot be proud of the 1.1 rating you have on ***** *****. 

  
  
  
  Sincerely,
  
  
  
  Robert B****

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been subscribed to SurveyMonkey for a few years but do not use the software often enough to justify the cost. They have an auto-renew feature that sets annually, but no reminder goes out to the customer about the autorenewal date. Our plan auto-renewed in March 2025. We have not used the software since Oct of 2024 and overall I only use it about 1/2 times per year. When I saw the charge on my ****, I sent an email to Survey Monkey on 4/14 requesting a cancellation and refund for the upcoming year. I was told there is nothing they can do and that I should have read the pricing agreement and that "too much time had passed" since the upgrade of my account? Why could they not prorate this, especially seeing how infrequently I use the product. I think it's incredibly bad business to ask a client to remember a policy that was signed several years ago, and that is not presented to the client each year. The only communication I have each year about the pricing is the charge I see on my **** bill. In their email response to my request for a refund, it was stated that they "ask you to review the pricing prior to committing to payment" (screen shot below). This is done at initial purchase, but not again at the annual renewal time. How is that possible when I don't get alerted to the payment? I also find it astonishing that in order to contact them by phone, I'd have to upgrade to a more expensive program. It is a very bad and sneaky business tactic to renew an account without alerting the client, and to not offer at least a pro-rating of a refund to a client who is clearly not using the product. I would not ever do business with them or recommend them. And now, I have an active account with them for the next 11 months that I will not use.

  

  Business Response

  Date: 04/22/2025

  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, 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 customer’s behalf when contacted directly through our support channel: ************************************

  The customer's case is currently being reviewed by our management team. We are thoroughly assessing all aspects of the customer's case and their account to ensure it is addressed appropriately.

  We appreciate the customers patience during this process and will provide them with an update as soon as the review is completed. Should the customer have any concerns in the meantime, we encourage them to continue communications via the support ticket that they opened.
  

  
  

• Initial Complaint

  Date:03/13/2025

  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.

  It is not easy to cancel subscrition. I thought I cancelled last year but I was charged again today. This is a smal nonprofit and we can't afford to pay another annual fee when we will not use the service. Thank you for any help you can give us.

• Initial Complaint

  Date:01/30/2025

  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've been a Survey Monkey customers for many years. For a long time, I probably would have given them a good grade, but recently they have driven me completely crazy with their push for money and lack of concern for the customer (me). My business is slower now so I don't use SM as often. I got a lower price last year, which made it possible for me to continue using SM. They use auto-renew, and because I don't always remember all my auto renewals and the dates for them, I expect to be reminded before I'm charged. Not only was there no reminder, they charged me about $200 more than before, but again, didn't bother to tell me that was going to happen. My bank account was overdrawn as a result. I wrote them to ask about the pricing, but instead of getting back to me, they issued a refund, which made downloading the information I still needed to get from my account impossible. I wrote several times about this but they kept pushing other plans, which I didn't want. Finally, someone wrote that they would give me 24 hours to get what I needed as. "favor" to me. No favor--they were the ones who caused the problem of my not being able to get my information in the first place, so I deserved AT LEAST that much consideration. I logged in to my account when I got the notice and downloaded what I needed. This morning, I awoke to ANOTHER charge, this one for $99, which overdrew my bank account AGAIN. This is supposed to be a company that understands tech, but they have no idea what they're doing. I've worked for newsletter subscription companies for many years and I know exactly why companies that use auto-renew don't send reminders. It's to avoid having the customer think about it and decide against renewing. It's a trick, pure and simple, to get more money out of people. If you care about your customer, you let them know you're going to be charging them and let THEM make the decision. Clearly, SM cares nothing for its customers.

  

  Business Response

  Date: 01/31/2025

  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, 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: ***************************************************;
  
  

  Customer Answer

  Date: 02/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Ive been working with Survey Monkey on and off for years. I dont honestly remember when my renewal date was up. I also didnt realize I was still on auto-renew. I asked about different pricing about a year ago, and they gave me a lower rate. This year, they not only adding a couple hundred dollars to that rate, they went ahead and charged me without ever telling me about the rate increase or warn me that it was about to be renewed.

  Sorry, but to auto-renew without warning and without an indication of a new price is simply a scam designed to renew people who are unaware hoping they wont notice or have a chance to decide against the renewal because the price has now become too high to afford. Because, as they said, once its auto renewed, they dont offer refunds if you cancel. Its too late, and thats exactly what theyre banking on!

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

  

  Business Response

  Date: 02/03/2025

  Again, we are sorry to hear about this customer experience. 
  
  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: **************************************************************.
  
  As mentioned, 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 encourage the customer to continue communicating with the support team should they have any additional questions about this. 
  
  

  Customer Answer

  Date: 02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: SurveyMonkey keeps saying the same thing over and over again but it doesn't address the issue, which is that there was no warning before I was charged. And some of what they said is NOT correct. 

  Attached are the confirmation I got and the receipt. I don't see anything that says "confirm" so I didn't confirm this. Second, you raised the price on me without letting me know. You'll see on the email that it says you'll bill me $327.60 until I tell you to stop. But you didn't, did you? You charged me $468 without any warning that it wasn't going to be $327.60. 

  A simple reminder a couple of days before you're going to charge someone is appropriate, especially if you're going to raise the price. I know exactly why you don't remind people, which you won't address, but I've worked for enough subscription publications with auto-renew to know how this works and why you do it. Even worse, once you auto-renew someone without warning (and really, who remembers all their auto-renews from a year ago? But you're banking on that) the customer is stuck because you don't issue refunds. No warning, no refund, too bad. And you can always say, hey, we told you a year ago this was going to happen. Sorry, that's not an excuse in my book. And the worst customer service you can provide.  

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