SurveyMonkey Customer Service Issues

I was charged tax, but DC government is tax-exempt. How can I have the tax removed? Thank you for upgrading! You have successfully upgraded to an Advantage Annual plan, and your receipt is available for viewing or printing at any time. With your new Advantage Annual plan, you now have enhanced features to create and customize your surveys easily. Explore advanced survey logic and reporting functions with your upgraded plan today. Order Details: Username: DCHEALTH_HR Plan: Advantage Annual Renewal Date: July 29, [redacted] To learn more about survey tools, check out Survey Tutorials, Sending Surveys, Analyzing Results, and the Help Center. If you need respondents for your survey, consider SurveyMonkey Audience. Please note that your subscription will renew automatically, and you will be charged $[redacted].04 each billing period until cancellation. Refer to the Cancellation Information section for further details.

I am reaching out from the Urban League of Rochester, N.Y., Inc. regarding the cancellation of our Survey Monkey account. Due to the impact of COVID-19, our organization has not utilized Survey Monkey for approximately 8 months. I am requesting to cancel the account effective immediately, as of August 3, [redacted]. Could you please assist with the process? Your prompt attention to this matter is highly valued. Thank you, J.H.

To the Concerned Party, I have been a user of Survey Monkey as an elementary school principal for the past 4 and a half years. Upon my retirement in June [redacted], I decided to discontinue the service. Wanting to save the results of a particular survey, I reactivated my account on July 20, [redacted], expecting to pay for just one month of service. However, I was mistakenly charged for a full year's subscription on my credit card. Over the 4 years of using Survey Monkey, I paid on a monthly basis. I promptly disabled the auto-renew feature and disputed the yearly charge with my credit card company. They have informed me that Survey Monkey claims they did not receive a cancellation request. If there are additional steps required to cancel my account, please provide clarification. I have valued the service provided for my school up until now. Kindly cancel my account and refund the excess charge for the full year subscription. I eagerly await your response. Sincerely, Benjamin M. [redacted] [redacted]

I noticed a charge of $[redacted] on my AMEX on September 28th. At my previous job, I used SurveyMonkey and paid with the same card. Unfortunately, I no longer have access to the email reminders about the recurring payment, as I am no longer with that company. I missed the chance to cancel the service or be aware of the upcoming charge. I kindly request a refund on my AMEX for this transaction. For your reference, my [redacted] account was not active from December [redacted] onwards due to being laid off. I did not use the service from October [redacted] to October [redacted] and cannot afford this charge, especially after being unemployed for 7 months in [redacted] because of COVID.

Hello, this is Venkat. I have been using a SurveyMonkey sandbox account. Initially, I created a webhook for a specific survey with the event type "response_completed," and it worked perfectly. Subsequently, I created another webhook with the event type "survey_created." However, although the webhook was created successfully, it does not trigger when I create a new survey. Can you please assist me with this issue? Your help would be greatly appreciated. Thank you, Venkat

I contacted SurveyMonkey to request a refund for a $[redacted] survey account renewal fee charged on October 20, [redacted]. I had only used the account for a small survey with around 60 participants for a school project in [redacted] and hadn't touched it since. After discovering the renewal charge, I emailed them for a refund, but they declined, citing their policies and stating that too much time had passed. I find it unfair and unethical to deny a student a refund for a service renewal that is no longer required. This situation feels predatory to me.

I have a corporate account with your service that was recently charged to our corporate card. We need to cancel the service, but we cannot access the correct login information anymore and do not have access to the email associated with the account. The email we believe is linked to the account is [redacted] The previous contact for this account, Sarah Kemp, is no longer with the company. Her email, [redacted], is not working. We attempted to reset the password, but it is linked to an email we cannot access. As the Experian department administrator, I seek assistance to ensure we are not billed for the service. Thank you. - [redacted]

Subject: Assistance Required for Unprocessed Cheque Re: Proforma [redacted]6 To Whom It May Concern, I am writing to follow up on a cheque that was issued on 07.10.[redacted] for the account mentioned above. As of now, the cheque remains uncashed, and our department is now receiving final notices. Could you please provide an update on your end? Kindly confirm if the cheque has been received. If not, please share the relevant bank details so that we can proceed with the payment promptly. Thank you for your attention to this matter. Sincerely, L. Keely Finance Department Our Lady’s Hospice & Care Services Harold’s Cross, Dublin 6w DDI: [redacted] Email: [redacted]

Last year, I signed up for your service to assist with two consulting projects. Recently, on February 20, [redacted], I was surprised to learn that my subscription would automatically renew. Although I canceled it immediately upon discovering this feature, I was still charged for the annual renewal on my recent credit card statement. Therefore, I kindly request that my subscription be canceled and either voided or refunded. My account is under SEG_Economics. Due to the pandemic and personal health issues, I have halted my business activities and will not require your services this year. I have not utilized the service since around last July.

I currently have a BASIC free plan on Survey Monkey. I am in the middle of a survey that may reach 50 responses, and I was unaware of the charge for exceeding 40 responses. I have been using Survey Monkey for 12 years, with only one survey per year in March taking two weeks, consisting of just two questions with no design needs. 1. Do I need to upgrade to a plan that I will use only once a year? 2. Can I complete this survey, closing on April 2, without subscribing to something I won't require after that date? 3. Can you ensure my survey is not affected by the lack of payment, considering we have just started and are unsure if we will hit 50 responses? 4. What steps should I take now that I have already sent out the survey and received 6 responses?

Dear Survey Monkey, I hope this message finds you well. I am reaching out to request the cancellation of an account under my name. I have been unable to carry out this request through your official website. The details used to open the subscription are as follows: Name: Jorge Andrés Loyola Brunnemann Email: [redacted] Phone: +57 [redacted] Payment: Charged to BCI Chile OpenSky credit card ending in [redacted]. The email and phone number mentioned above belong to an international organization from which I am no longer affiliated. Due to this, the email and phone number provided are no longer active, yet the monthly charge (to my credit card) continues to be applied (amounting to USD 24 to 25 dollars). With the above in mind, I kindly request the cancellation of the subscription promptly. Best regards, Jorge Loyola Brunnemann

Our nonprofit, the Polytechnic Alumni Association, has lacked income this year. In an effort to gauge interest in a break-even alumni luncheon, I utilized our free Survey Monkey account. Unfortunately, I have encountered a problem as we are unable to access "excess" responses. I kindly request the option to upgrade for a single month to view our survey data since we do not foresee conducting further surveys. The limitations of the free plan were somewhat unclear on your website. I was under the impression that "excess responses will be deleted after 60 days" meant we could access them for that period and that the upgrade for $25/month allowed for short-term subscriptions. It has come to my attention that an annual payment of $[redacted] is mandatory, with a potential nonprofit discount bringing it down to $[redacted]. Comparatively, similar platforms such as MailChimp and Constant Contact offer free services up to a certain limit, which sadly we cannot afford to match for just one survey. Your flexibility in this matter would greatly help us sustain our organization during these challenging times.

I am contacting you about the "Advantage Annual Plan" service provided by SURVEY MONKEY and purchased by UNIVPM Università Politecnica delle Marche, DII Department, Via Brecce Bianche 12, Ancona [redacted]; VAT #: IT[redacted]7. Our latest document from SURVEY MONKEY is Your Ref: Invoice #: IT2[redacted]; Invoice Date: 4/20/20, confirming payment of the subscription renewal of the "Advantage Annual Plan" by our administration based on your proforma Invoice n. [redacted]8. Although we have found your service beneficial in the past, we are requesting the termination of this service effective 2 June [redacted]. Please provide written confirmation within 30 days to acknowledge our cancellation request. Thank you for your prompt attention to this matter. Best regards, Prof. G. Orlando Director of the DII Department

1) I encountered issues when attempting to complete a survey on my mobile device as it would repeatedly freeze. I was unaware of how to report the problem while in the survey and only found out later. I am unable to return to the survey to identify the specific screens or pages that were problematic. 2) I do not intend to use the account for creating surveys, and I am unsure how it was set up. It seems to be a free account. 3) My goal is to continue participating in surveys and not to create them. If I close the account for survey creation, will I lose my contributor privileges as well? How can I solely focus on taking surveys? 4) Is it possible to participate in surveys using both my phone and computer? While some mobile surveys went smoothly, I encountered difficulties with a lengthy "Aging" survey. I am uncertain whether the issue lies with my phone and how to address it.

I have a visual impairment and utilize the voiceover feature on my iPhone or iPad for accessibility. Following a doctor's appointment, I received an email requesting that I complete a survey about my visit. However, the survey link in the email did not work with voiceover enabled. I had to toggle voiceover off, manually locate the link, turn voiceover back on, and struggle to navigate the survey. The survey continually jumped to the bottom of the page, making it challenging to complete. Even after managing to check off all the boxes, providing additional feedback proved difficult due to issues with text dictation and editing. I spent an hour grappling with these accessibility barriers. It's frustrating that a supposedly accessible website poses such obstacles for users like me. The tech department must address and rectify these issues promptly. I have encountered similar problems with other companies and even the doctor's office administration acknowledges the email link errors, which is not acceptable. I urge for improvements to be made so that screen reader users can access and complete surveys without hindrance. I am still unable to submit the survey and encountered similar issues with a previous Covid questionnaire. Despite using a new iPhone SE, these problems persist. Thank you for addressing this matter.

I am reaching out to request that you immediately delete all personal information about me from your records in compliance with the CCPA. Without this information, you will not be able to contact me via email for marketing purposes. My email address is [redacted] I have also contacted your customer, Breathe Easy, to inform Kris Beaulieu that I will be terminating our business relationship due to the ongoing spam I have received from your company. My hourly rate is $[redacted], and I cannot afford the time to sift through irrelevant emails. Please cease all communications with me and add me to your "Do Not Contact" list to prevent any further disturbances. If you persist in contacting me, I will have no choice but to inform my clients to discontinue their business with you. I have not subscribed to any of your services and have no interest in receiving your marketing materials. Do not send me surveys or any other unsolicited content. If you wish for me to engage with your material, kindly compensate me with $[redacted] for the first hour of my time. Please respect my request and refrain from contacting me again.

Dear SurveyMonkey team, I am reaching out for assistance regarding our upcoming organizational election in August [redacted]. We have been using the free version but have concerns about the accessibility of the voting link. We are looking for a way to restrict voting to specific individuals to prevent unauthorized access. Could you provide details on a SurveyMonkey package that offers this feature and the associated costs? Please note that the contact number I tried, [redacted], was invalid. I appreciate your prompt assistance. Best regards, Freweini

I am Pam M. and a long-time Survey Monkey user. Recently, when I tried to access the site using my usual link, it prompted me to sign in, which was unusual as I am typically always signed in. Instead of directing me to Dell Home (my current device), it asked me to confirm my registered devices. I encountered a message stating a limit of two verified devices on my account and prompted me to remove one or log in from a verified device. I am unsure how to remove a saved device and need urgent assistance to access my account with multiple surveys I have maintained for years. The account may be associated with [redacted] For immediate help, please contact me at [redacted].

As a long-term customer of Survey Monkey under Arts Intelligence Ltd, I am seeking advice on downgrading my current Advantage Annual plan to a free basic plan due to recent changes within the company. My primary concern is preserving the archive of past surveys once the plan is changed. Additionally, I am inquiring about any alternative plans that would accommodate the needs of a non-profit community organization I am assisting with community consultations, as their budget is limited. Thank you for your assistance in addressing these queries.

One of our former employees set up a SurveyMonkey survey for office use, but has since left the organization. I now need to change the email address and password associated with the account since his email has been removed. When I attempt to log in with his credentials, it prompts me to enter a passcode sent to his email, which is no longer accessible. Any assistance or advice on how to resolve this issue would be greatly appreciated. Email: [redacted] User ID: apurva_dagli Password: SurveyMonkey@10