SurveyMonkey

We’re sorry to hear about this customer’s experienceMisinforming customers is never our intentionOur checkout page clearly outlines terms for an ongoing membershipFor this customer, the checkout page for upgrading would have included the following statement below the [Confirm] button: “You will be billed $ [redacted] HKD when you click ConfirmYour subscription will automatically renew and you’ll be billed $ [redacted] HKD each month until you cancel itBy clicking Confirm, you agree to our Terms of Use and Privacy Policy.” Automatic renewal can be canceled at any time from within the account or by email request to our support team (https://help.surveymonkey.com/contact)We can be reached hours a day, days a week by emailUnfortunately this action wasn’t taken within the account, and there’s no previous correspondence from this customer in our system with a cancellation request prior to their recent refund requestsSince the automatic renewal was not canceled by either of these methods, their account correctly automatically renewed Though we understand this customer didn’t intend on continuing their subscription, it’s our hope that customers will review charges by accessing this information in the Billing Details of their account, or through their personal bank statementsIf they see an unexpected charge, they can reach out to us directly.As stated in our Terms of Use (https://www.surveymonkey.com/mp/policy/terms-of-use/) fees paid aren’t refundableWe were able to offer this customer a courtesy one-time exception and provide them with a refund for their most recent months of serviceAt this time no other exceptions will be made for further refunds

We’re sorry to hear about this customer’s experienceOur Support team is available hours a day, days a week by emailThis is the best avenue to resolve billing cases, as it allows us to look directly in a customer’s account to issue refunds, and also provides a paper trail for receipts and information that can be referred to later We were able to find this customer’s recent email correspondence with our teamIn interest to help them get this resolved quickly, we replied back to their latest email caseThis email provides an overview of the charges in dispute, along with steps to upgrade to our Advantage or Premier plan with the discount appliedAfter the upgrade, we can provide a one-time exception and refund them for their recent monthly upgrade, and the response overage charge For additional context, this customer was on a monthly plan with the non-profit discount appliedA monthly plan includes 1,responses per monthly billing cycle across all surveys (not 1,responses per survey)Unused responses do not roll overThis customer exceeded 1,survey responses during one of their monthly billing periodsTherefore they received an overage charge for each response gathered above the 1,count Users can check their monthly response count from the My Account section of their account at any timeThe response limit for Monthly plans is also written on the checkout page that customers agree to when they upgradeShould a user find that they’ve gathered more than 1,responses during a billing cycle, they can upgrade to one of our annual plans (Advantage or Premier), both of which allow unlimited responses, before the end of their monthly billing period, and they won’t be charged the overage fee Here’s more information on monthly billable overages: [redacted] Although this customer is past the time period allotted to avoid the overage fee and upgrade to Advantage or Premier instead, if they upgrade to one of these plans now, we’re able to offer them a one time exception and refund the overage fees, along with their recent Standard Monthly upgrade We look forward to hearing from this customer directly through our main Support channel so we can help get their issues resolved quickly

We’re sorry to hear this customer is experiencing unwanted recurring chargesIt sounds like their card is listed on file for a SurveyMonkey account with auto-renewal enabledSubscription options and conditions are included for customers to view and agree to on the sicheckout page when processing the payment for an account upgrade, and listed within our Terms of Use: [redacted] The renewal structure of our subscriptions is in place to prevent a lapse in service for users with ongoing survey projects Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycleWe can also cancel this setting on a customer’s behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact We were able to find this customer’s emails through our main Support channelEmail is our main method of support, so we don’t have a direct phone line to reachSince the email address the customer used to write in wasn’t directly linked to a SurveyMonkey account, our Support representative replied back with bill verification questions in order to locate the account in question We haven’t received a reply from this customer with the bill verification detailsIn order to get this resolved quickly, we urge this customer to reply back on their previous Support thread with answers to any of the verification questions that they can provideIf they aren’t able to find this email, they can reach our Support team directly with this link as well: [redacted] We look forward to hearing back from this customer on our main Support channel so that we can get a resolution quickly

We’re sorry to hear that these charges came as a surpriseWe were able to find this customer’s email correspondence on our main support channel, and reached back out directly to them, and the account owner on file, with the necessary steps to issue a refund Our hope is that we can reach a resolution there, but we’re happy to clarify the charges they’re seeing here as well The account in question was originally on our Select Monthly subscription with auto-renewal enabledAuto-renew is a default setting on accounts to ensure that user access won't be limited while in the middle of a project in between billing periodsOn the account billing date, the $ [redacted] renewal fee didn’t go through since the card was no longer validThe card on file was updated, and then the charge was able to successfully go through on 6/15/** After this renewal went through, on the same day, the account was upgraded to Gold at a prorated amount $ [redacted] This charge is the full Gold subscription amount ($***) minus the time left on their current plan at the time of the upgrade (Select Monthly)Their renewal date was reset to the date of the upgrade for the full term of serviceSince they upgraded to Gold on 6/15/**, their full year of Gold began on the same day After the Gold upgrade, a team was created, and new accounts were added to the team resulting in an overage charge of $***We certainly didn't mean to surprise the customer with this chargeCustomers are charged for additional users when invitations are sent, or they join using a team signup pageWhen customers invite users to join, they have to check a box that outlines how they’ll be billed for any additional usersSince this customer paid for just one seat (their individual account) when they signed up for SurveyMonkey, people who join are billed as overages when each invitation is sent In our direct email correspondence we’ve outlined the steps for this customer to take in order to adjust the number of accounts on their team, and to eventually issue a refund for unwanted seatsWe request that this customer, or the email owner listed on file, reply via the email thread so we can take necessary billing action, and get this resolved

We’re very sorry to hear about this customer’s experienceOur tool is open for anyone to use, and sign up for a free or paid accountWe are unable to closely monitor every customer’s use of our tool immediatelyThat said, we have teams and policies specifically in place to prevent and detect malicious usage of our toolsIt is always our goal to disable these accounts as soon as possible to minimize impact to individuals targeted by the user of the account Shortly after this survey reached the author of the complaint above, it was flagged and removedAll response data was deleted, and the originated account was permanently disabledUnfortunately, it sounds like this customer may have responded to the malicious survey before the account was completely closedIt also sounds like the perpetrator was able to view this customer’s response before their account was permanently closedWe regret to hear that this customer was a victim of this user's malicious behavior for the short time that the survey was live We take these matters very seriouslyBased on the survey content, this sounds like a scam known as a Counterfeit Check-Facilitated "Mystery Shopper" scamMore information is available about this at the following links: https://postalinspectors.uspis.gov/radDocs/consumer/MysteryShopperScam2.pdf http://www.fbi.gov/news/stories/2009/april/workathome_ In this case, it sounds like these perpetrators have illegally used SurveyMonkey’s name to give themselves credibilityWe were able to find the email thread from this customer in our main support channelThe contact mentioned in the email they attached is not affiliated with SurveyMonkey, and SurveyMonkey does not distribute checks to survey takersWe’ve created the following article to aid interested parties in assessing whether they’ve received an illegitimate contact impersonating SurveyMonkey, and have made it available online for some time: The survey was not advertised on our site or approved by SurveyMonkey.Our legal team has been in contact with authorities in an effort to track down the perpetrators responsibleWe urge this customer to report any fraudulent activity to the appropriate authoritiesAny suspicious surveys received in the future may also also be reported to [email protected]

We regret to hear about this customer’s experience receiving the incorrect size coatSurveyMonkey is a technical online tool to create, distribute and analyze surveysWe don’t sell clothing of any kind Based on this customer’s description, we recommend they reach out to the company [redacted] specificallyHere’s a link to their Contact Us http://www.lightinthebox.com/r/contact-us.htmlAs they are the retailer from which the coat was ordered, they will likely be able to provide this customer with the next steps to exchange or return the coat they receivedWe hope the information above points this customer in the right directionTell us why here

Complaint: [redacted] I am rejecting this response because: the design of SurveyMonkey website made it very easy for you to pay and agreeImportant information about auto renewal and how to cancel was not very obvious to customers But I know it is impossible to have my money backSurveyMoney has a very mature system to handle customer complaints like thisI'm not going to waste any more time seeking a refundBut I'll never ever use SurveyMonkey againThe company is a bit fraudulent in it's dealings with customers who don't intend to use their product for a long time.Sincerely, [redacted] **

We regret to hear about this experienceAfter searching within our internal system, we were unable to find a SurveyMonkey account linked to the email address provided hereWe were able to find a SurveyMonkey free Basic account owned by a similar email address, which we believe may also belong to the complainantThis account has no billing history tied to it and has never been on a paid subscriptionThere have been no payment transactions between this customer’s email address and SurveyMonkey on recordTherefore, we are not able to issue a refund We’ve reviewed our correspondence with the similar email address through our main email support channel, as well as through our support Twitter accountWe have found no evidence of the alleged behavior reported in this claimWe have answered all correspondence through each support channel respectfully Going forward, if this customer has further questions or concerns we encourage them to reach out to our primary email support channel via this link: [redacted] If this customer does have a paid account that they require assistance with, writing in via that link get the most expedited and secure resolution

We regret to hear about this customer’s experience with not receiving their continuing education creditsUnfortunately, we are unable to offer them those credits as SurveyMonkey does not offer any rewards or incentives for completing surveysAny rewards promised to a respondent are managed by
the survey creator, not SurveyMonkey as an organizationWhich we mention in this article from our Help Center: ***
With SurveyMonkey, anyone can sign up for an account and create a surveyAs it is a self-serve platform, we do not manage these surveys on behalf of account ownersAny rewards offered are hosted outside of SurveyMonkey and will have to be managed and distributed by the survey creator Since we are an online survey building platform, rather than a continuing education institution we will not be able to provide those education credits
We recommend having this customer reach out to the person or organization who sent them the survey so that they may retrieve those creditsWe hope this will get them going in the right direction

We’re sorry to hear that the auto-renewal setting came as a surprise to this customerThe purchase process outlines terms for an ongoing membership, and includes the following statement below the [Confirm] button: “You will be billed $*** HKD when you click ConfirmYour subscription will
automatically renew and you’ll be billed $*** HKD each month until you cancel itBy clicking Confirm, you agree to our Terms of Use and Privacy Policy.”
Subscription options and conditions are included for customers to view and agree to on the sipage when processing the payment for an account upgrade, and listed within our Terms of Use: https://www.surveymonkey.com/mp/policy/terms-of-use/The renewal structure of our subscriptions is in place to prevent a lapse in service for users with ongoing survey projects
Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycleWe can also cancel this setting on a customer’s behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact
We regret to hear that this customer feels they were not properly notified that they were being charged on a monthly basisIn the checkout process, monthly customers can choose to receive emailed billing receipts, which help to ensure that the customer is notified each time a charge is processedAfter the initial upgrade, customers can also choose to receive emailed receipts in their Billing DetailsIf a customer doesn’t select this option, it is our hope that they will review bills by accessing this information in their account, or through their personal bank statementsWhile fees are not typically refundable per our Terms of Use, we were able to offer a one-time exception and provide this customer with a refund for the previous months of serviceThough we understand that further refunds have been requested, we are entirely prohibited from refunding earlier charges, so no further exceptions may be made

We’re sorry to hear about this customer’s experienceOur Support team is available hours a day, days a week by emailThis is the best avenue to resolve billing cases, as it allows us to look directly in a customer’s account to issue refunds, and also provides a paper trail for receipts and
information that can be referred to later
We were able to find this customer’s recent email correspondence with our teamIn interest to help them get this resolved quickly, we replied back to their latest email caseThis email provides an overview of the charges in dispute, along with steps to upgrade to our Advantage or Premier plan with the discount appliedAfter the upgrade, we can provide a one-time exception and refund them for their recent monthly upgrade, and the response overage charge
For additional context, this customer was on a monthly plan with the non-profit discount appliedA monthly plan includes 1,responses per monthly billing cycle across all surveys (not 1,responses per survey)Unused responses do not roll overThis customer exceeded 1,survey responses during one of their monthly billing periodsTherefore they received an overage charge for each response gathered above the 1,count
Users can check their monthly response count from the My Account section of their account at any timeThe response limit for Monthly plans is also written on the checkout page that customers agree to when they upgradeShould a user find that they’ve gathered more than 1,responses during a billing cycle, they can upgrade to one of our annual plans (Advantage or Premier), both of which allow unlimited responses, before the end of their monthly billing period, and they won’t be charged the overage fee
Here’s more information on monthly billable overages: ***
Although this customer is past the time period allotted to avoid the overage fee and upgrade to Advantage or Premier instead, if they upgrade to one of these plans now, we’re able to offer them a one time exception and refund the overage fees, along with their recent Standard Monthly upgrade
We look forward to hearing from this customer directly through our main Support channel so we can help get their issues resolved quickly

We’re sorry to hear that the auto-renewal setting came as a surprise to this customerSubscription options and conditions are included for customers to view and agree to on the sipage when processing the payment for an account upgrade, and listed within our Terms of Use:
*** The renewal structure of our subscriptions is in place to prevent a lapse in service for users with ongoing survey projects
Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycleInstructions to cancel can be found in this Help Center article: ***We can also cancel this setting on a customer’s behalf when contacted directly through our support channel via email: ***
Since email is our main method of support, we don’t have a direct phone line to reach our support teamWe were unable to find any correspondence email thread from this customer in MayWe did receive their recent email correspondence, and their case was escalated to a manager who also provided this customer with a phone call to discuss their case
Unfortunately auto-renewal cancellation wasn’t taken within the account, and there’s no previous correspondence from this customer in our system with a cancellation request prior to their recent refund requestsSince the automatic renewal was not canceled by either of these methods, their account correctly automatically renewed
While fees are not typically refundable per our Terms of Use, we were able to offer a one-time exception and provided this customer with a refund for the previous months of serviceWe’ve deleted previous billing information from the account so there’s no way their card will be charged again in the future unless they re-upgrade and re-enter their card details
Though we understand this customer didn’t intend on continuing their subscription, it’s our hope that customers will review charges by accessing this information in the Billing Details of their account, or through their personal bank statementsIf they see an unexpected charge, they can reach out to us directly via email
At this time no other exceptions will be made for further refunds

We’re sorry to hear this customer is having trouble unsubscribing from our emailsAfter investigating this matter further we are unable to locate a request from this customer in our main email support channel
We recommend this customer reviews this page, located on our Help Center, for
instructions on how to opt out or unsubscribe from any unwanted emails: ***
If the customer continues to have trouble, we encourage them to reach out to our support team directly via this link: ***
Once we hear from them via email we will be able to locate their account and assist directly with their email preferences

We’re sorry to hear this customer is experiencing unwanted recurring charges. It sounds like their card is listed on file for a SurveyMonkey account with auto-renewal enabled. Subscription options and conditions are included for customers to view and agree to on the sign-up checkout page when...

processing the payment for an account upgrade, and listed within our Terms of Use: [redacted]. The renewal structure of our subscriptions is in place to prevent a lapse in service for users with ongoing survey projects.
Once a subscription is created, customers retain control over the auto-renew setting within their accounts, and auto-renewal can be disabled by the account holder at any time during a billing cycle. We can also cancel this setting on a customer’s behalf when contacted directly through our support channel: http://help.surveymonkey.com/contact
We were able to find this customer’s emails through our main Support channel. Email is our main method of support, so we don’t have a direct phone line to reach. Since the email address the customer used to write in wasn’t directly linked to a SurveyMonkey account, our Support representative replied back with bill verification questions in order to locate the account in question.
We haven’t received a reply from this customer with the bill verification details. In order to get this resolved quickly, we urge this customer to reply back on their previous Support thread with answers to any of the verification questions that they can provide. If they aren’t able to find this email, they can reach our Support team directly with this link as well: [redacted].
We look forward to hearing back from this customer on our main Support channel so that we can get a resolution quickly.

We regret to hear about this experience. After searching within our internal system, we were unable to find a SurveyMonkey account linked to the email address provided here. We were able to find a SurveyMonkey free Basic account owned by a similar email address, which we believe may also belong to...

the complainant. This account has no billing history tied to it and has never been on a paid subscription. There have been no payment transactions between this customer’s email address and SurveyMonkey on record. Therefore, we are not able to issue a refund.
We’ve reviewed our correspondence with the similar email address through our main email support channel, as well as through our support Twitter account. We have found no evidence of the alleged behavior reported in this claim. We have answered all correspondence through each support channel respectfully.
Going forward, if this customer has further questions or concerns we encourage them to reach out to our primary email support channel via this link: [redacted]
If this customer does have a paid account that they require assistance with, writing in via that link get the most expedited and secure resolution.

We’re sorry to hear about this customer’s experience. Misinforming customers is never our intention. Our checkout page clearly outlines terms for an ongoing membership. For this customer, the checkout page for upgrading would have included the following statement below the [Confirm] button: “You will be billed $[redacted] HKD when you click Confirm. Your subscription will automatically renew and you’ll be billed $[redacted] HKD each month until you cancel it. By clicking Confirm, you agree to our Terms of Use and Privacy Policy.”
Automatic renewal can be canceled at any time from within the account or by email request to our support team (https://help.surveymonkey.com/contact). We can be reached 24 hours a day, 7 days a week by email. Unfortunately this action wasn’t taken within the account, and there’s no previous correspondence from this customer in our system with a cancellation request prior to their recent refund requests. Since the automatic renewal was not canceled by either of these methods, their account correctly automatically renewed.
Though we understand this customer didn’t intend on continuing their subscription, it’s our hope that customers will review charges by accessing this information in the Billing Details of their account, or through their personal bank statements. If they see an unexpected charge, they can reach out to us directly.As stated in our Terms of Use (https://www.surveymonkey.com/mp/policy/terms-of-use/) fees paid aren’t refundable. We were able to offer this customer a courtesy one-time exception and provide them with a refund for their 2 most recent months of service. At this time no other exceptions will be made for further refunds.

Complaint:[redacted]I am rejecting this response because: the design of SurveyMonkey website made it very easy for you to pay and agree. Important information about auto renewal and how to cancel was not very obvious to customers.
But I know it is impossible to have my money back. SurveyMoney has a very mature system to handle customer complaints like this. I'm not going to waste any more time seeking a refund. But I'll never ever use SurveyMonkey again. The company is a bit fraudulent in it's dealings with customers who don't intend to use their product for a long time.Sincerely,[redacted]

We’re very sorry to hear about this customer’s experience. Our tool is open for anyone to use, and sign up for a free or paid account. We are unable to closely monitor every customer’s use of our tool immediately. That said, we have teams and policies specifically in place to prevent and detect...

malicious usage of our tools. It is always our goal to disable these accounts as soon as possible to minimize impact to individuals targeted by the user of the account.
Shortly after this survey reached the author of the complaint above, it was flagged and removed. All response data was deleted, and the originated account was permanently disabled. Unfortunately, it sounds like this customer may have responded to the malicious survey before the account was completely closed. It also sounds like the perpetrator was able to view this customer’s response before their account was permanently closed. We regret to hear that this customer was a victim of this user's malicious behavior for the short time that the survey was live.
We take these matters very seriously. Based on the survey content, this sounds like a scam known as a Counterfeit Check-Facilitated "Mystery Shopper" scam. More information is available about this at the following links:
https://postalinspectors.uspis.gov/radDocs/consumer/MysteryShopperScam2.pdf
http://www.fbi.gov/news/stories/2009/april/workathome_041709
In this case, it sounds like these perpetrators have illegally used SurveyMonkey’s name to give themselves false credibility. We were able to find the email thread from this customer in our main support channel. The contact mentioned in the email they attached is not affiliated with SurveyMonkey, and SurveyMonkey does not distribute checks to survey takers. We’ve created the following article to aid interested parties in assessing whether they’ve received an illegitimate contact impersonating SurveyMonkey, and have made it available online for some time: <https://help.surveymonkey.com/articles/en_US/kb/I-got-a-check-in-the-mail-th...⇄ The survey was not advertised on our site or approved by SurveyMonkey.Our legal team has been in contact with authorities in an effort to track down the perpetrators responsible. We urge this customer to report any fraudulent activity to the appropriate authorities. Any suspicious surveys received in the future may also also be reported to [email protected].

We regret to hear about this customer’s experience receiving the incorrect size coat. SurveyMonkey is a technical online tool to create, distribute and analyze surveys. We don’t sell clothing of any kind.
Based on this customer’s description, we recommend they reach out to the company...

[redacted] specifically. Here’s a link to their Contact Us page: http://www.lightinthebox.com/r/contact-us.html. As they are the retailer from which the coat was ordered, they will likely be able to provide this customer with the next steps to exchange or return the coat they received. We hope the information above points this customer in the right direction. Tell us why here...

We’re sorry to hear that these charges came as a surprise. We were able to find this customer’s email correspondence on our main support channel, and reached back out directly to them, and the account owner on file, with the necessary steps to issue a refund.  Our hope is that we can reach a...

resolution there, but we’re happy to clarify the charges they’re seeing here as well.
 
The account in question was originally on our Select Monthly subscription with auto-renewal enabled. Auto-renew is a default setting on accounts to ensure that user access won't be limited while in the middle of a project in between billing periods. On the account billing date, the $** renewal fee didn’t go through since the card was no longer valid. The card on file was updated, and then the charge was able to successfully go through on 6/15/**.
 
After this renewal went through, on the same day, the account was upgraded to Gold at a prorated amount $[redacted]. This charge is the full Gold subscription amount ($[redacted]) minus the time left on their current plan at the time of the upgrade (Select Monthly). Their renewal date was reset to the date of the upgrade for the full term of service. Since they upgraded to Gold on 6/15/**, their full year of Gold began on the same day.
 
After the Gold upgrade, a team was created, and 3 new accounts were added to the team resulting in an overage charge of $[redacted]. We certainly didn't mean to surprise the customer with this charge. Customers are charged for additional users when invitations are sent, or they join using a team signup page. When customers invite users to join, they have to check a box that outlines how they’ll be billed for any additional users. Since this customer paid for just one seat (their individual account) when they signed up for SurveyMonkey, people who join are billed as overages when each invitation is sent.
 
In our direct email correspondence we’ve outlined the steps for this customer to take in order to adjust the number of accounts on their team, and to eventually issue a refund for unwanted seats. We request that this customer, or the email owner listed on file, reply via the email thread so we can take necessary billing action, and get this resolved.