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:08/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/09/2023

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team via our support channel for more information. They can contact them via the following link: **********************************************
  
  

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/09/2023

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  This customers case has been located and we can confirm that our support team responded to their support case/request back in May 2023 but have not heard any additional follow-up from the customer. We recommend that the customer continue to communicate with the support team for further assistance.
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20423631
  
  I am rejecting this response because:

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

  

  Business Response

  Date: 08/11/2023

  Again, were sorry to hear about this customers experience.

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

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

  
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20423631
  
  I am rejecting this response because:

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

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/31/2023

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  

  Customer Answer

  Date: 07/31/2023

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

  Customer Answer

  Date: 08/02/2023

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

  

  Business Response

  Date: 08/04/2023

  We are again sorry to hear about the customer experience. 
  
  We do expect our customers to carefully read and consider the terms and conditions they are agreeing to before providing their credit card information when signing up for a subscription plan. 
  
  As with many other online subscription services, we continue to provide access to our professional services until we receive a cancellation request, either from within the account when the customer disables the auto-renewal or when they contact support. It is not SurveyMonkeys responsibility to monitor how much customers use the subscription paid for. Similar to many other auto-renew subscription services such as ******** it is at the users discretion how much or how little they use the service. 
  
  As exporting is a paid feature, the customer will only be able to access this feature and capability while they are on an active paid subscription, and this service seems to have recently been used, since the last renewal date.
  
  Therefore, although we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/21/2023

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

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20356003
  
  I am rejecting this response because:
  

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

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

  

  Business Response

  Date: 07/28/2023

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

  Customer Answer

  Date: 07/29/2023

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

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customers experience.

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

  
  

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customers experience.

  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. Subscriptions automatically renew at the end of a customer's billing cycle to ensure they dont lose access to paid features and survey data. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Our support team was able to locate this customer case and are happy to hear an exception was made in this case. We encourage the customer to continue communicating with the support team for further follow-up or if they have any additional questions. 
  

  
  

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a survey to manage RSVP's for a member meeting for our local rotary club. As I navigated through the survey, I created questions that included paid features, which I was alerted to. When I realized I used those paid features, I removed them to ensure that I would not have to pay for the service. As survey responses started coming in, I was notified that I would only be able to retrieve 10 responses to my survey without paying to upgrade. I emailed back and forth with their support team (as you cannot call them without also paying), asking for a trial or discount to be able to retrieve the survey results I didn't know I wouldn't be able to access. Multiple emails back from one person stated that I must pay $49 for a flex plan. I asked for a non-profit discount, as our organization is non-profit. The person again linked me to the $49 plan. After that, someone else emailed back and sent me the link to the non-profit discount application. I filled that out and was approved. The next day (7/18), I logged in to pay for a plan because I needed the results from this survey. When prompted to select a plan, there was an option for $24.75 paid monthly for ***** responses per month. There was a toggle button underneath where I could toggle to 100 responses per month for just $12.25/month. The survey I created had less than 40 responses, and I had no intention of using the tool again considering the experience I had with their deceptive business practices. When I selected this plan (either at $24.75 or at $12.25), the price changed in my cart to $99 and $49, respectively. This was an incredibly frustrating, misleading, and difficult situation. I did end up paying the $49 because we needed the responses for our club meeting today, July 19. I believe Survey Monkey should at least refund the difference between the $49 and the $12.25 ($36.75).

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information.
  
  With a Basic Free plan, customers can collect unlimited responses for free and view a set number of responses per survey. Customers can view their response limit at any time by logging into their account and viewing those details in their My Account Page. In order to view additional responses collected, a customer would need to upgrade their account over to a paid plan instead. Customers can find out more information about this on our Plans and Pricing page (when they are logged into their account) as well as through our ************ ********************************************************************************
  
  This customers case has been located and is currently being reviewed by our management and support team. We encourage the customer to continue communication with support from their initial ticket opened should they have any additional follow-up questions about this. 
  
  

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to redeem my money, for surveys taken, to get as Amazon gift card. When I go to redeem, it asks for a phone number, which then sends a code, via text to prove one is human. Each time I enter the number from my phone, the reply is that number is already in use. Its my number, and I cannot get past this page. *** contacted their support team on five occasions, waiting for the five day return to resolve issue. Ive, not once in the past 6 weeks received such response. I get the same thinv, we will contact u in 5 days. Those 5 days never come, and id like to redeem my money for an Amazon gift card. The money is still in my account, and I am following the directions, using the number on file, which is the number Im calling from, yet the response is that number is already in use. My earnings are over $107 for surveys. Id like to ****** it for a book I could use for my medical practice. Still no word from their support team. In reading some reviews I see this is not a one time issue. Other clients have the same issues. This is unprofessional, and poor management. Im giving this company an F, and will continue, daily, writing one star reviews on their Apple app. Where is their support team. Do they exist?

  

  Business Response

  Date: 07/21/2023

  Were sorry to hear about this customer's experience. 

  When it comes to redeeming credits and rewards, the first time you redeem credits, the platform will prompt the customer to go through phone verification to ensure that they are not a robot.

  Once phone verification have been completed, customers will have an option to either click Donate Now or Redeem Now. The customer will then need to check their email, if they redeem credits for a gift card, they will get an email with a claim code that they can use to add the gift card to their account. If they redeemed credits for a donation, they will get a confirmation that the donation was completed. More information on this can be found here: ***********************************************************************************

  Our support team was able to locate the initial support ticket with the request. The turn around time for our Rewards team is 5 business days and we appreciate this customer patience. We encourage the customer to continue communication with support via the case that they have opened for next steps and if they have any additional follow-up questions.

• Initial Complaint

  Date:07/11/2023

  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.

  This company is a fraud. I bought a subscription in 07/2022. Initially they changed the log in procedure and you don't have access to the account. As they had got over on me for a ************************************************************* June 2023. I was still unable to access the account. They do not allow phone calls unless you pay for a premium account. The email replies to get into account never arrive. Every other email they send comes through except the imaginary reset account. You can't downgrade. The actual link to send email doesn't work. The 4 days before the auto renew they posted a message saying there system is down. A company like this should not be allowed to exist. This is a rip off. I want my money back and I want other potential clients to know about this.

  

  Business Response

  Date: 07/13/2023

  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 not able to locate a support case request from the customer. We encourage the customer to get in contact with our support team via our support channel for further assistance. They can contact them via the following link: **********************************************
  

  
  

• Initial Complaint

  Date:06/29/2023

  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.

  In June of 2022, I signed up for SurveyMonkey's online survey services. I used their services once, and in May of 2023, I received an email from SurveyMonkey advising me that they were going to charge my credit card $192.00 for my annual auto renewal of this service. I tried to log into the website to cancel my subscription and was unable to do so. They claimed that my user name or password was inaccurate but provided no way to obtain the correct user name or to reset the password. (There was a link to change the password, but it purported to send an email to me, which was never sent, and which did not end up in my spam or otherwise. I checked.) SurveyMonkey have no customer service line, so I was unable to reach them by phone. They have no email customer service, so I was unable to reach them by email. They charged my credit card and I called the number associated with the charge to my credit card, but no one picked up the phone on the listed number. When I disputed this charge on my credit card, SurveyMonkey took the position that they have a contract with me that permits auto renew, despite the fact that they make it impossible to cancel this contract.

  

  Business Response

  Date: 06/30/2023

  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: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team via our support channel for more information. They can contact them via the following link: **********************************************

  However, since a dispute has been filed with their card issuer or bank, SurveyMonkey can no longer take any action on the account. When customers file a dispute, their bank/card issuer handles the entire process and would determine if they qualify for their dispute criteria and reimbursement. Any reimbursement would come from their bank, not in the form of a refund from SurveyMonkey. 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20256244
  
  I am rejecting this response because: SurveyMonkey is lying when it says customers may cancel their subscriptions at any time.  They have designed their service to make it impossible for customers to log into their accounts, while instructing customers that the only means of cancelling their subscriptions is through logging in to their accounts. They have no customer service phone numbers or emails, except reportedly for paying customers, who may access such information by logging in to their accounts.

  SurveyMonkey has constructed an elaborate maze of online self-help options designed to provide the illusion that one can log in to one's account, if one only follows a series of increasingly time-consuming steps, culminating in an absurd instruction for the customer to add a series of TWENTY-SIX mail IPs (e.g. "13.111.205.201") AND sender domains (e.g. "mta-214-58.sparkpostmail.com") to their "email clients" so that they can receive a purported account verification email, which contains a six-digit code necessary to log in to one's account.

  See attached "Customer Reply to ********************** Response" for a detailed illustration of SurveyMonkey's sadistic online self-help process (screenshots and comments).
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/03/2023

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

  English phone support is only available to Premier, Team Premier, and Enterprise plans.
  All of our customers have the ability to contact support via the support chatbot and by email, even if they do not have access to their account and cant log in. When prompted, customers are given the option to choose I cant log in or I dont have an account link. From there, they will be asked a series of questions based on their inquiry and given a set of prompts, which will lead them to a prompt allowing them to Contact Support to open a support ticket. 
  
  Our support team was not able to locate a case request from the customer. We encourage the customer to get in contact with our support team via our support channel for more information. They can contact them via the following link: ***************************************************;

  Again, since a dispute has been filed with their card issuer or bank, SurveyMonkey can no longer take any action on the account. When customers file a dispute, their bank/card issuer handles the entire process and would determine if they qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank, not in the form of a refund from SurveyMonkey. 

  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20256244
  
  I am rejecting this response because: SurveyMonkey continues to provide no means for its customers to contact them. In my prior response I pointed out all of the ways in which the contact page provides no actual means for contact with customer service. My card issuer has also long since closed its case, citing the need for me to address my dispute directly with SurveyMonkey. This company appears to enjoy hiding behind excuses and falsehoods. 

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