Complaints

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

close

Find a Location

SurveyMonkey has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/07/2024

  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.

  I have been trying to reach someone from Survey Monkey for days now about a $468 charge on my account for the plan that I previously cancelled the year before. They are managed by BOTs and have no direct contact number to reach a live person to stop these charges. I am locked out of my account and they say in order to get a number to reach someone, you have to log into your account which I am unable to. I feel like this is a shady business practice to keep people like me locked into

  

  Business Response

  Date: 06/14/2024

  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 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:06/05/2024

  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.

  Your form is so long take too much . plz any other alternative to form filing or online .

  

  Business Response

  Date: 06/14/2024

  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 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:05/31/2024

  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.

  We Town of ****** subscribed to the service and then canceled it as it did not meet our needs. We tried to resolve this early in the contract and set up meetings with the survey monkey but each time we set up a call Survey Monkey canceled (we have the emails) Survey Monkey subscription is limited and requires additional costly upgrades It is also difficult to operate. We also learned this is an evergreen contract and others shared its difficult to cancel

  

  Business Response

  Date: 06/03/2024

  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 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: 06/03/2024

   
  Complaint: 21783564
  
  I am rejecting this response because:

  We have complied with their recommendation test they have failed to comply 

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

  

  Business Response

  Date: 06/07/2024

  Again, were sorry to hear about this customers experience.
  
  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. This is included in the agreement we make with our customers about what they can expect of us: *************************************************************
  
  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: 06/10/2024

   
  Complaint: 21783564
  
  I am rejecting this response because: we reponded within the timeframe allowed for cancellation. They ignored our rquest. They are now claiming they dont allow cancellation thats a lie
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/25/2024

  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.

  Survey Monkey unfair renewing acoount. The site has accpted as if i will renew my account every year. This approach is benefitting from being confused during subscription. I asked for refund my last transaction the bot told me they are not unable to refund. Although the services of Survey Monkey was not satistctory for me, I had to pay for a licence until April 2025 although I will not use. Is this approach cenvenient to better business? If so, there will be one more question in my mind

  

  Business Response

  Date: 06/03/2024

  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 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:05/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subscribed. Paid. Following year did an auto renew, which is fine, that was the default and I was unaware. However, I now can NOT get in contact with this company. Their "bot" feature does not work, their phone number does not answer (tried a few), there is no email address. It is the most frustrating experience. I want to cancel, get a refund and talk to a human. There is no way to contact them - I need their contact information. Terrible customer experience. Terrible!

  

  Business Response

  Date: 05/23/2024

  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 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: ***************************************************;
  
  The customer should be able to go about contacting support by going through some prompts which would then bring them to the option to Contact Support where they will be able to provide information to open a support ticket. 
  
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21750496
  
  I am rejecting this response because: THE VERY ISSUE IS THAT THERE SUPPORT THING DOES NOT WORK!!!! I would love to talk to their support. I am asking that they turn off the auto renewal. Forget the refund, their policies have made that clear, but I cannot turn off auto renewal on their website. It is NOT working. NOT working. NOT working. NOT working. I tried to contact them and it starts with their "BOT" thing, that is just blank. NOT working. NOT working. Please, please, please have them confirm cancellation of any future auto renewal. 

  I am entirely unsatisfied with not getting a refund, but my greater issue is my inability to 1) turn off auto renewal AND 2) not be able to contact the company that takes my money. To be told they are  a 'self serve' platform is ridiculous.

  Please confirm cancellation of any future charges. Please confirm removal of my credit card details - I tried to do that and could not even delete my credit card details.

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

  

  Business Response

  Date: 05/31/2024

  Again, were sorry to hear about this customers experience.
  
  We still weren't able to locate a support case from this customer based on the information provided. However, we have reached out internally to our customer support team, and they will be following up with the customer shortly since they seem to be having issues with submitting a support case on their end of things. We encourage the customer to continue communications with the support team once they hear from them. 
  
  

  Customer Answer

  Date: 05/31/2024

  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 providing that the refund is actioned as I have been told it will be. I have not yet had confirmation of that, outside of an email.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/20/2024

  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.

  I signed up with Survey Monkey when I was working at *** to obtain a subscription for the department. I left *** in September 2022. I was not provided adequate time to cancel my subscription due to handing in my laptop immediately. Therefore, I have not been able to get into my account. I've tried to make contact through the Bot, with no success and I cannot obtain a phone number to contact anyone live.Survey Monkey charged by in 2023 and I recently received an annual subscription charge for $486.00 on April 30 on my Amex. Again, I cannot get into my account and I have not been able to reach anyone to discuss, nor do I receive response when I interact with the Bot. I need the subscription cancelled and at a minimum, the most recent payment they took of $486.00 on my **************** card April 30.The website is set up to make it impossible to speak with anyone or make corrections if you can't get into your account. The phone number to speak to someone on my credit card bill is not in service. I'm literally trapped.

  

  Business Response

  Date: 05/21/2024

  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 managed to locate the support case that the customer submitted and will be following up via that support case email to further assist. If this customer has any additional questions, we recommend communicating with our customer support team directly.
  
  

• Initial Complaint

  Date:04/26/2024

  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.

  On 4/22/2024 I signed up for the Starter Annual subscription for $300, as stated on the website. I paid with my credit card, but I was charged $399.00 plus tax. On their invoice it clearly states I was billed for the Standard Annual plan that bills at $399.00 plus tax. I have been attempting for the last 4 hours to have this resolved. They keep telling me I need to ask Apple to refund my money. Apple is not going to refund me the difference until I present an updated invoice from Survey Monkey stating the correct amount. I have used their bot system and spoken to Apple and my bank. We began communicating via email and they have sent my responses to 6 different people. I have screen shots to prove my claim is valid.

  

  Business Response

  Date: 04/30/2024

  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. 
  
  Since the customer paid for their plan through the App Store, the billing is handled entirely by Apple instead of SurveyMonkey, so they will need to request a full refund from Apple support as a first step. 
  The customer can read a bit more about this in their support center here: **********************************
  
  Once the refund has been processed by Apple, we encourage the customer to then get back in contact with the SurveyMonkey support team, who can further assist with their request regarding plan purchase and pricing. They can get in contact with support once again via this link here: **********************************************
  
  

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21631161
  
  I am rejecting this response because:
  Yes, Survey Monkey has options to choose which package you want. The package I chose was one price and the package THEY charged me for was $100 more. I didnt ask for a refund. I asked Survey Monkey to reissue the invoice for the correct amount - the amount I chose and the package I wanted. I would then contact Apple for a credit of the difference. This is just another issue of beating around the **** by survey monkey. Just admit a mistake was made. I do not think Survey Monkey will do anything else because the employees are trained to protect the company. That said, I will never do business with them again and Ill do everything I can to discourage anyone from using the service. This was a mistake made by the company; Survey Monkey refuses to accept that. I am so disappointed with their decision; but I will spend my hard earned money elsewhere, no matter the outcome of this issue. The attached documents show my preference and what I was charged. Thank you.

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

  

  Business Response

  Date: 05/07/2024

  Again, we are sorry to hear about this customer's experience.
  
  Since the customer paid for their plan through the App Store, Apple manages the billing for the subscription instead of SurveyMonkey. The customer will need to request a refund from Apple support directly.
  
  Once the refund has been processed by Apple, we encourage the customer to get in contact with our support team for assistance with their request regarding plan purchase and pricing. They can get in touch with support through this link: **********************************************
  
  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21631161
  
  I am rejecting this response because:

  I cannot believe the incompetency of Survey Monkey and their employees. The plan was purchased on the Survey Monkey website, not the Apple app page. I paid with my PayPal account. You just keep saying the same thing over and over; that I must request a refund from Apple. I did not order this from Apple; why on earth would I ask them for a refund? Survey Monkey is the one who has false advertising on the website. Stating one cost and charging for another!  So, while I am not satisfied with any of your responses, casting the blame on Apple and myself, I will just continue complaining and spreading the word that Survey Monkey is an untrustworthy, fraudulent and conniving company and to refrain from doing business with them at any cost. Their business practices are ridiculously comical.  I'm sure there are other survey companies such as this that are more honest and trustworthy than Survey Monkey. Again, you'll receive zero business from myself in the future. I am highly disappointed that they are allowed to continue operating in this manner and will reach out to other consumer advocates to complain about this issue. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/23/2024

  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.

  02/29/24 I was looking for a quick survey and stumbled upon survey monkey. I set everything up and went to send the link out. I purposely made an account and paid the ****** membership for 12 months. This fee was required to send it out to more than 25 people. I assumed by reading the fine print that like most companies I could cancel if I was not pleased with the product for the months I did not use it. I wanted the survey to be used for my job, and to have the surveys be recorded. Unfortunately when the surveys went out they did not go out correctly and they ended up being anonymous which defeated the purpose. I tried to cancel more than once without success. I am not trying to get something for nothing- I am simply not wanting to pay for services not rendered.

  

  Business Response

  Date: 04/26/2024

  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 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:04/13/2024

  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.

  97b82282792d2df4bb22f5bf8ee73a0b-c6673e6e-735a-4e71-8558-8bda6b4e736b

  

  Business Response

  Date: 04/16/2024

  I am just following regardingComplaint ID: ********, I believe that further clarification is needed from the customer as there is no relevant context to their complaint, they have just left a reference number which we cannot look up within our systems!

  They did provide some documents in their attachment but without any further context to the issues the documents they provided to our Privacy and Terms of Use do not have any significance!
  
  Here are some additional details:

   

  • Complaint Details: 97b82282792d2df4bb22f5bf8ee73a0b-c6673e6e-735a-4e71-8558-8bda6b4e736b
  • Email: ******************
  • Disputed Amount: 2000.0000
  • Desired Settlement:Service Issues/Billing Adjustment

   

• Initial Complaint

  Date:04/11/2024

  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.

  Far too many of the surveys they send you initially ask you basic questions, do you have diabetes, are you suffering from hair loss, etc.But as you get up to question 15 or 20 they start asking you about your opinion of Jews, then they ask you about your opinion of LGBT, then they want to know what political party you belong to, then they want to know if you've ever had knee pain, then they want to know if you've ever had a hair transplant, then they want to know which podcast you listen to, then which news stations are you watching, etc They're basically asking you survey questions and they complete their survey without paying you.

  

  Business Response

  Date: 04/12/2024

  Were sorry to hear about this customer experience. ********************** is a self-serve tool that can be used by companies/individuals to send out surveys and collect data. Were solely responsible for offering the platform to design, send and analyze those surveys. Based on the issue the customer is describing, theyre likely receiving these from someone using our tool.
  
  We werent able to find a SurveyMonkey account tied to this customers email address, so they shouldnt be receiving any emails from our company directly. Its possible theyre getting sent survey invitations sent by someone using our tool to distribute surveys, or they have been added to receive notifications from a survey by a platform user. Anyone sending surveys through our Email Invitation collector is required to include an Opt-Out link in their survey invite. If the customer has questions or concerns about having been included on a senders email list in the first place, they will need to reply to the email invitation they received to reach out to the sender directly.
  
  Respondents can use the Opt-Out link in the invite to unsubscribe from all survey invitations 
  sent through the senders account in the future. Heres more information on this process for their reference: ****************************************************************;

  We were not able to locate a support case for this customer. We encourage them to get in contact with the support team should they have any further questions about this. They can get in contact with our support team here :**********************************************