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:12/31/2023

  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.

  10/6, I searched Survey Monkey site for a monthly plan. The only page available was the attached image. I signed on and figured that I might be billed annually but could cancel at end of the month. I tried and they said NO. (FYI, there is NO customer support until after you have subscribed to something.) The last issue they claimed was that I exported the survey. YES, it is on their page as OK to do. They had a different excuse each time. I have a thread of emails if you need them. They also said since I opened a dispute with ***** they could do nothing. That is wrong, they could adjust the amount. One month, even at a premium would be acceptable. There was NO option to select a month. You HAD to select annual. This is a scam. (Hi ********,With our annual plan, we provide a full year of service for a fixed price.It appears that you have used a paid feature (exports) which further prevents us from making an exception in this matter.)(*************************** <*****************>Nov 2, 2023, 9:09?AM to ********************************** Thanks for your response. Where on the landing page that you sent me when I clicked that I wanted a monthly plan is any of this info you mentioned including an export? I do not see it.Is it perhaps in some fine print that is not available until one has already clicked?I believe you deliberately obfuscate the terms and the process.)

  

  Business Response

  Date: 01/08/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  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: ***************************************************;
  
  Since a chargeback dispute has been filed by the customer with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  
  

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21072384
  
  I am rejecting this response because I can refute each of their claims:

  1- 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.

  See attachment #1 sent in original complaint. This is the ONLY page that offers info on a monthly subscription plans with exports available. It says on this ONLY page that it is monthly but billed annually. This is what I am fighting for. A monthly charge for my usage.

  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.

  2-I read the only terms available before purchase in attachment #1. Any additional terms sent after purchase is becomes a mute point. I purchased based on my needs... 1 month, paid annually for survey with exports.

  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.

  3- It was promoted/marketed/sold as a MONTHLY plan. What more can I say on this! 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: *******************************************************************;

  4- Again, Promoted as monthly. Locked in as yearly.
  
  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: ***************************************************;

  5- I wrote several times to this email/customer service before going to the ********************. They reiterated these boiler-plate lines. My claim is that Survey Monkey obfuscates their information and misleads customers. It is impossible to get customer service before a purchase. If I was told simply this ins NOT a monthly plan i would not have subscribed.
  
  Since a chargeback dispute has been filed by the customer with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement.

  6-After several attempts to resolve with robotic customer service I did dispute with *****. ***** did a shallow look, did I subscribe, yes, therefore you owe. This is not my dispute. I subscribed for a monthly plan and i want the balance of my money returned to me. Be ethical!

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

  

  Business Response

  Date: 01/10/2024

  Again, we are sorry to hear about this customer's experience. 

  ********************** 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: *************************************************************
  
  When you upgrade to a paid plan, we do show the full amount you will be charged on our Review & Confirm page prior to any charge being made. This page allows you to review: The plan youve chosen; The amount you will be charged; The frequency of the charge; and How auto-renew is set up per our Terms of Use. We purposefully make these steps interactive, including the checkbox that advises youve understood the cost, the plan type, and the subscription length.

  Since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.

  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21072384
  
  I am rejecting this response because: See the attachment where I checked a monthly plan to be billed annually. They still have not addressed my complaint that their website misleads and purposely obfuscates their intentions. 

  It is time for a class action suit against this firm. If this company does not honor the terms of my month contract with them I will attempt to gather other customers who they have scammed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2023

  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.

  A website called Survey Monkey charged me $844.29 for what they call a renewal. I went to my account which they show as renewing today and the Non-auto renew was set. I want a credit to my card

  

  Business Response

  Date: 01/05/2024

  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. 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 located, and we can confirm that an exception was made by our customer support team. We recommend that the customer continue to communicate with the support team for further assistance or if they have any additional questions about this. 
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  They charged my account without my knowing and refuse a refund requested later that day.

  

  Business Response

  Date: 12/13/2023

  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. 
  
  When upgrading to a paid plan, we do show the full amount you will be charged on our Review & Confirm page prior to any charge being made. This page allows you to review: The plan youve chosen;The amount you will be charged;The frequency of the charge; and How auto-renew is set up per our Terms of Use. We purposefully make these steps interactive, including the checkbox that advises that the customer understood the cost, the plan type, and the subscription length.
  
  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; 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: 12/13/2023

   
  Complaint: 20989197
  
  I am rejecting this response because you don't even acknowledge the stated fact this charge was made without my knowledge. Of course you're able to offer a refund, you just happened to adopt a convenient "policy" that allows you to snake out of granting a refund, even in the instance when I agree to make the purchase.
  

  The dispute has been escalated to my credit card company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/19/2023

  Again, we are 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: *************************************************************
  
  Since a chargeback dispute has now been filed by the customers with their card issuer, we can no longer take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

• Initial Complaint

  Date:12/08/2023

  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.

  On 10/28/23, our company credit card was charged $497.25. We have been requesting support in locating the related login account details as we cannot locate who's account this charge is coming from. In order to see invoices, surveymonkey site says we need to login, but we don't have the login information and our requests for support have not been answered. There is no working phone number to use for the site - the site explains that phone number is reserved for paying customers - but in our case we have no access to the account so this does not work. Thus the only available support for us has been filing support tickets as advised, however, of these two support tickets, 1 was closed without any response, and the other has gone unanswered. I have not received any response and all I can do is endlessly submit tickets that go unanswered. With no contact from surveymonkey we don't know if this is a valid charge and there is no support whatsoever. We've provided the date and amount of the charge, as well as the last numbers of the card charged and that has taken us no where to date. We are looking for the business to reach out to support us in locating the login name so that we can login and review invoices as needed. In case of an inactive user, we need support so that the account information can be made available to the company.

  

  Business Response

  Date: 12/13/2023

  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: ***************************************************;
  
  Our support team was able to locate the support requests submitted by the customer and can confirm that our support team has responded to their inquiry in both cases. If they have not received that reply to their inbox, we recommend that they check their junk/spam folder and make sure that they allow-list our Mail IP addresses and Domains within their networks systems. More information on this can be found here: ******************************************************************************************;
  
  

  Customer Answer

  Date: 12/13/2023

  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:11/29/2023

  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.

  Transaction from Nov 29, 2023. This company puts "$25/user/month" in big bold letters while the "starting at 3 users billed annually" is in small, lighter colored print. Asks for card information first before showing you that they'll be charging you over $1300 for what was presented as a $25 bill. I tried to modify the number of users on the order page, then hit enter, and instead of updating the number of users in the field I was editing it put through the entire $1300+ charge. I did not click "confirm" or anything else to consent to this charge, I was modifying a field that THEY built to allow typed input, hitting enter while typing in that field should NOT submit the order. I was just trying to get service for 1 person for 1 month, and while trying to edit the order I was instead charged for:$300 for 1x Team Advantage Annual Plan $360 for 2x Team Advantage Contributor Seat $600 for 2x Team Advantage Annual Plan Additional Seat (Team)$56.70 tax Additionally, when the order went through it still listed 3 users, yet I appear to have been charged for 4 seats? $25/month/user for 3 users is $900, not $1260. Then I tried to contact them, apparently phone support requires you to pay for one of their even more expensive plans. Instead for my $1300 I got a chat bot that would only refer me to their refund policy. Phone number on the transaction (provided by my bank) goes straight to a message that no one is available.I was drawn in by a deceptive representation of the price, then had my money taken by an ordering system that took a normal action on other sites (type in a field, then hit enter) as an excuse to charge me without confirming my order. Then I found it nearly impossible to contact anyone except for their chat bot which, again, just referred me to their site.I have contacted my bank but disputes take time. I just want a refund for a charge that's less than 2 hours old, for a service I never used, and be done with it.

  Customer Answer

  Date: 12/05/2023

  Hi, after informing the company from my complaint (#********) that I had contacted the BBB they were far more cooperative about giving me a refund. My bank account now shows that the refund is in process. Pending successful completion of the refund, I believe that my complaint has been successfully resolved.

• Initial Complaint

  Date:11/12/2023

  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 attempted to contact survey monkey for a while, and have been unsucessful. Then they renewed me, even though I have tried to contact them before, twice on 11/2 and 11/3 for $468.00 for a total of $936.00 I want this resolved. I want my $936.00 back.

  

  Business Response

  Date: 11/16/2023

  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 support case from this customer. We encourage them to get in contact with our customer support team via: ***************************************************; 
  
  

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my subscription on SurveyMonkey, and there is no way to talk to a real human. The software is on Autorenew and keeps trying to charge my Credit Card, and their does not seem to be a method on their billing system to Cancel Subscription. They force me to use a BOT and the when I enter my details, all I get is confirmation number that they received the request with no further followup. The system keeps trying to charge my CC, with no way of turning the billing off. This is a case where Big Companies try to hide, and/or make it almost impossible to cancel a subscription. Change of billing status should be easy to access, with immediate response.

  

  Business Response

  Date: 10/24/2023

  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 located and we can confirm that our customer support team was able to help solve the customers' inquiry. We recommend that the customer continue to communicate with the support team for further assistance or if they have any additional questions about this.
  

  
  

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  

  While the account has been closed, it took extraordinary effort to get the account closed. ********************** hides the close account so that you have to use their BOT to send message to close.  They try to make it as hard as possible to close the account.  While I am happy to have the account closed, the way they do business should be investigated, as it should be as easy to close an account as it is to open.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $468 automatically without proper notice of payment being taken from my credit card. The state of ********* does not permit annual automatic payments without notice. They are not refunding my money even though I don't use the service (and haven't for nearly a year), nor did I receive any notice in the mail or email. I want my money back.

  

  Business Response

  Date: 10/10/2023

  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 located and we can confirm that an exception was made by our support team. We recommend that the customer continue to communicate with the support team for further assistance or if they have any additional questions about this. 
  
  

  Customer Answer

  Date: 10/10/2023

  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:10/02/2023

  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 have tried to stop my subscription via the phone as well as email, but email bounces and no one answers or returns my calls. I am out $1,800 ($900 of which I accept is my issue, however the other $900 is not). Looking at the reviews on BBB looks like they have issue in this area, however mine is very specific. I have disputed with AMX, however I do not think they are asking the right questions. Their statement in review responses of "self service" in my opinion is not the same as NO service. Here is a brief sequence of events:- I created an account while working for Neo4j and expensed the annual fee as a business expense.- In 2022 I stopped using SurveyMonkey - The email login is based on working at Neo4j. I left Neo4j and do not have access to the SurveyMonkey account, nor the email.- August 2022 (after being billed for the annual fee) I called SurveyMonkey and left 2 messages to cancel my account and hopefully get a refund for the following year. I never heard back from them.- August 2023 (after being billed for the annual fee) I called SurveyMonkey and left 4 messages. I left detailed information that I no longer had access to my account, could not log in, cannot reset password as the rest goes back to the email account of the company I no longer work for. I never heard back from them.- Morning of August 4th left a message that I no longer had access to the account and to call me to discuss.- Evening of August 4th left a message that I no longer had access to the account and to call me to discuss.- Morning of August 7th left a message to call back and if I did not hear back I was going to dispute the charge with ****************** Evening of August 7th left message that I have not heard back and I was disputing charge.

  

  Business Response

  Date: 10/04/2023

  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: ***************************************************;
  
  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. Our support team was not able to locate a case from this customer. We encourage them to get in contact with our customer support team via: ***************************************************; 
  
  However, since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  
  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20685267
  
  I am rejecting this response because:

  This is a similar response I have received earlier.  they are not addressing the issue that I DO NOT HAVE ACCESS TO THE ***** ADDRESS TO CANCEL THE SUBSCRIPTION nor are they answering the phone or returning voicemails.  I called and left a message a year ago and canceled via voicemail.  I have not used the system in 2 years.

   

  They seem to cut and paste and do not read or listen to the complaint.

   

  Please provide answers to the fact I cancelled a year ago and look at record verifying the account has not been used.

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

  

  Business Response

  Date: 10/06/2023

  Again, we are sorry to hear about this customer's experience. 

  ********************** 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: *******************************************************************;
  Similar to many other auto-renew subscription services, it is at the users discretion how much or how little they use the service.

  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. Our support team was not able to locate a case from this customer. Even though this customer no longer has access to their email address, they will still be able to submit a support request via our contact page by clicking on the "I can't log in or I don't have an account" link/option. Again, we do encourage this customer to get in contact with our customer support team via: *********************************************************;

  Since a chargeback dispute has been filed by the customers with their card issuer, we are prohibited to take any action on the account. We suggest that the customer follow up with their card issuer and bank directly for further details as well. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey.
  

  
  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20685267
  
  I am rejecting this response because:
  

  The dispute has been closed with the credit card company (American Express).  As such I am requesting reimbursement of $900 per the complaint.  

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

  PS: I found it difficult to find the link you referred to in your email as it was deep in your website.  

  

  Business Response

  Date: 10/10/2023

  Again, since a chargeback dispute was initial filed by the customers with their card issuer, we are prohibited to take any action on the account even if the dispute has been cancelled/closed. We suggest the customer follow up with their card issuer and bank directly for further details. When a dispute is filed with the card issuer/bank, they handle the entire process and would determine if it qualifies for their dispute criteria and reimbursement. Any reimbursement would come from the bank, not in the form of a refund from SurveyMonkey. We cannot take any further action on the account, as a block is placed once a dispute has been filed. 

  Our support team was still not able to locate a support case from this customer. We encourage them to get in contact with our customer support team via: *********************************************************;

• Initial Complaint

  Date:10/02/2023

  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.

  ** Ok am I paying $300 for this invoice ?Invoice #******** I don't want to pay $300. I just want a one time monthly bill. How can I arrange this ? If not, I would like a refund please.On Sun, Oct 1, 2023 at 10:49?PM ********************************** <**********************************> wrote:Hi ***, Thank you for reaching out to SurveyMonkey Team. ******* here happy to help.???????I had a look into the account and unfortunately, we are unable to offer you a full or partial refund per our policy on non-refundable fees. It seems that you have used paid features since the upgrade (exports) - and the account would not be eligible for a refund:*************************************************************** understand this isnt the news you were hoping for, but you can disable the automatic renewal so you arent charged for a renewal next year by following these steps:************************************************************************************* Going forward, you will have access to the plan and features until the account downgrades, and I'd like to affirm that we're here to assist with making the best use of those going forward. If we can help with any survey questions, be sure to let us know.Warm regards,********** (he/his)SurveyMonkey.com Customer Engagement Representative ** I feel like this is shady business. Your plans are not clear for first time users and advertising as free. Any way I can talk to a manager? $300 for just one survey is very expensive and not for business purpose (check the survey questions) . I don't mind a one time fee maybe $25.Thanks ***

  

  Business Response

  Date: 10/04/2023

  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: *******************************************************************;
  
  We do offer both Annual and Monthly plans to best cater for long and short term use. When it comes to pricing, we break down the cost of the Annual plans on the plans and pricing page to better help you understand how much that means month-to-month, but the Annual plans are only available on an annual (yearly) billing cycle. 
  
  This customers case has been located by the support team and we can confirm that it is currently under review by the management team. We recommend that the customer continue to communicate with the support team for further assistance or if they have any additional questions about this. 
  
  

  Customer Answer

  Date: 10/05/2023

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