SurveyMonkey Customer Service Issues

I sent an email on December 5th regarding our locked account. It has been more than three months, and despite a colleague's attempt to contact SurveyMonkey for assistance, we have had no success in resetting our password. We were advised to provide proof of payment to receive a password reset sent to a different email due to staff changes. Our active email seems to not receive communication from SurveyMonkey. Your prompt response or call back would be greatly valued. The initial email was sent from [redacted] Thank you.

I am looking to organize a 1-hour webinar that will evolve into a 13-week pilot radio show on VoiceAmerica’s Empowerment Channel. The success of showcasing citizen and employee engagement with leaders relies on skilled SurveyMonkey technicians who can handle tasks efficiently. I believe there are numerous benefits for Corporate to consider a joint venture, including support or sponsorship which can be a tax-deductible expense. Contact me to schedule a Cisco WebEx session for collaboration. I have been using the Professional version of SurveyMonkey since [redacted] and have been running Wellness Weavers projects since [redacted]. As I am now in retirement, my funds are running low. Please arrange a meeting to discuss the vital role SurveyMonkey plays in our Community Health and Wellness project. The automatic renewal of my Helen Stucky Risdon account is scheduled for Feb 13, but I no longer have a credit card or enough funds for the transaction. Let's work together to elevate this online game show. Visit the survey link provided for more information. I am involved in various creative projects and roles related to health and humor. Helen Stucky (Risdon, RN-ret) at www.wellnessweavers.com.

Urgent assistance required! Our organization has been utilizing Survey Monkey's Advantage Plan - Individual for many years. Recently, we encountered an issue where our allotted user slots are limited to two, requiring us to remove existing users whenever a new one needs access. This has disrupted our essential parenting training programs, which rely heavily on Survey Monkey for various purposes such as registrations, evaluations, intake forms, and community surveys. As the Administrator, I am unable to access the account without going through re-verification due to being bumped off by another user. We urgently need to explore a plan that can accommodate our increased user needs to avoid severe consequences like potential funding loss. We are a State Public Agency involved in California's First 5 initiative. I am seeking immediate assistance to resolve this critical situation and get our program back on track. Your prompt attention is greatly appreciated. Thank you.

Hello, I created a survey to gather responses on willingness to pay a certain price for a service. I mistakenly thought I could modify the price points while the survey was active as responses came in. We needed 25 responses for each price point to conduct a regression analysis. I bought [redacted] responses for 4 price points, not realizing the survey would lock once launched, resulting in all responses being for a single price point, rendering the data unusable for our analysis. We have not reviewed the data yet. I'm hoping someone can help us either rerun the survey as needed or provide a credit for future surveys. As a small start-up, survey costs are critical for our fundraising efforts. Thank you for your assistance. If possible, please reach out to me at [redacted]. Thank you, Erum.

I need assistance upgrading to a paid plan. We need to pay by invoice and are interested in knowing if we are eligible for the educator discount. I've reached out to SurveyMonkey multiple times, but have not received a response. Every time I contact them, they mention a long wait time, send an apology email, and direct me to the help desk, which has not provided an answer to my query.

I was under the impression that my account would be canceled if inactive for three months. I had paid for one year to conduct a survey for a volunteer group. After approximately six months of use, I ceased using it. However, I was billed two days ago. I request a refund for this charge made last year since I failed to notice it at the time. Kindly reverse the payment promptly. If not, I will need to contact my credit card company to address this. Thank you.

Hello, I am having trouble accessing our account as the email address linked to it is no longer active. It seems the previous user might have changed the password before leaving. We are unable to retrieve survey results or login. The old email address associated with the account is [redacted], username Cornakokosing, and the password we have on record is Marketing10. Other emails linked to surveys being sent: [redacted] [redacted] Your support in resolving this longstanding issue will be greatly appreciated. Thank you, Julie

Hello, I signed up for Survey Monkey back in [redacted] for a one-year membership. Recently, I received a receipt showing a £[redacted] renewal charge for this year that I wasn't aware of. I haven't used the account in two years, and although I was charged last year too, I never received a receipt. I'm seeking a refund for this year's fee of £[redacted] as I feel I wasn't properly informed about the renewal. Your legal page states that there should be advance notice of price increases, which I did not receive in this case. I kindly request an immediate refund of the amount withdrawn from my card on April 3rd, [redacted].

Dear Survey Money team, I represent a government agency interested in utilizing your services. I am seeking a dedicated Representative equipped to manage government accounts. In order to proceed with the purchase, I plan to utilize my Government P-card and require the transaction to be tax exempt for P-card usage. Despite my attempts to connect with your company, I have encountered challenges leaving a message. I kindly request a Representative to reach out to me on Monday within the hours of 7:00am to 4:00pm. Samuel E. B. from the U.S. Office Of Personnel (OPM) can be reached at [redacted]. Thank you.

Subject: Assistance Needed with Charge on University of Nevada Reno Credit Card Hello, I am writing to address a charge of $***.** on April **, ****, from Survey Monkey on the University of Nevada Reno - Internal Medicine Department credit card. Could you kindly provide an itemized invoice for this charge and the name of the person who authorized it? I am Dawn Younie, the office administrator and cardholder for this account. Please reach me via email at [redacted] or by phone at [redacted]. I would appreciate your prompt response to avoid refusal of this charge. Thank you for your attention to this matter. I am eager to collaborate with you on resolving this issue.

Hello, I am reaching out regarding an unauthorized charge to my credit card made on April 4, [redacted]. I did not receive any notification or communication prior to this charge, and I no longer require the service. I have been unable to locate a contact number for Survey Monkey. I have contacted Amex to dispute the charge. Please contact me at [redacted] [redacted] [redacted] to discuss removing my credit card details from your system. The account is under the name Teresa Mills with Suncorp. We only used the survey service once last year upon subscribing and have not used it since. I believe it would have been more considerate to receive a notification or invoice before the subscription renewal. I am disappointed by the unauthorized charge on my corporate credit card. I have also provided my email address for your reference.

As a nonprofit program director, I found that Survey Monkey's price increase made me switch to Google Forms for surveys. However, despite canceling, I was still charged $[redacted] due to auto-renewal. I've attempted to contact Survey Monkey for a refund, but their phone line offers no human interaction and directs me to their website for answers. This lack of customer service and their no refund policy is frustrating and unfair, especially when others on the Better Business Bureau site have faced similar issues. We urgently need this unauthorized charge refunded as our program cannot afford it. How can I connect with a person to resolve this matter promptly and get our money back? Appreciate any assistance.

I tried to cancel our account but it auto-renewed, resulting in a charge we did not authorize. As the director of a nonprofit program, we have switched to Google Forms from Survey Monkey due to cost. Despite not renewing, Survey Monkey charged our debit card. Attempts to reach them by phone were unsuccessful, only offering pre-recorded messages and redirecting to the website. This lack of customer service is frustrating, especially when the company refuses refunds according to the Better Business Bureau. We are seeking a full refund of $***, an amount we cannot justify for only generating ten surveys yearly. This unexpected charge is burdensome for our program, and we need assistance in resolving this issue promptly.

As President of the Student Government at Misericordia University, we recently conducted a survey and received nearly [redacted] responses in a day. Unfortunately, my basic account on SurveyMonkey only allows me to view [redacted] responses. The university has a premium account and I am interested in transferring the survey to that account to access all responses. I am willing to pay for the upgrade, even though it will be a one-time use. The survey link is: [redacted]. I can provide both the university's email and my own for further communication on this matter.

I am currently working on a Mac computer and am involved with the Classical Conversations organization. We are preparing to send out a survey following our summer conferences nationwide. While duplicating the survey for multiple conferences, I unintentionally shifted the alignment of our company logo, causing all the titles underneath to become misaligned. Despite attempting to correct it, I couldn't find a simple "center" button as I am not the survey designer. Now, several duplicated surveys have the logo off-center, and I would like assistance in realigning it properly for all existing surveys and those we are yet to create. We replicate from a main survey where the logo appears centered, but all copies have it positioned to the left erroneously.

I use a Mac computer and collaborate with an international homeschooling organization. We are preparing to distribute a survey following our summer conferences nationwide. While duplicating the survey to send it out for various events, I accidentally made changes to the alignment of our company event logo. Despite my attempt to undo the changes by cancelling a drag and drop box, the logo shifted to the left along with all the titles beneath it. I have tried to locate a simple "center" button, without success, as I am not the original survey designer. The logo now appears left of center in all the duplicated surveys handled by three different individuals. How can I realign the logo back to the center position?

We have a keen interest in utilizing Survey Monkey for our customer reviews. I have a few inquiries that need clarifying to present to my supervisor. What is the purpose of paying a monthly fee when there is a free option available? Can you explain the disparity between the paid and free services? How are the responses from the surveys handled, and what is the typical turnaround time for results? Is it possible to access a free trial to demonstrate the functionality to our customers and subsequently view their feedback? My supervisor has requested a presentation which I am unable to progress with as I do not yet comprehend how to use your service. Despite reaching out to Leon via email for weeks, I have not received the assistance I require. Your help in this matter would be greatly appreciated.

I created an account but forgot my username and password. I requested multiple times for them to resend it to my email, but I still haven't received it. I tried to find their phone number on the website but couldn't, so I asked them to call me instead. Unfortunately, my problem wasn't resolved, and I couldn't speak with customer support. Due to this experience, I won't recommend Survey Monkey to others, and I won't renew my account.

Subject: Assistance Needed with Survey Monkey Issue Dear Survey Monkey Customer Service, I am reaching out to request help regarding an issue affecting our non-profit organization financially. Despite my attempts to resolve this through online support, the problem persists. I am hopeful that you can understand our unique circumstances and provide a solution. The Rogers Area Youth Basketball Association (RAYBA) is a volunteer-run organization that offers basketball programs to youth. We have used Survey Monkey for parent surveys for many years. Recently, I mistakenly signed up for a $[redacted] membership assuming I could cancel it the next month as advised by former members. Unfortunately, I was charged without prior notice, and when I contacted Survey Monkey, they were unable to assist. Although we value your service and are willing to pay for what we use, the $[redacted] charge exceeds our typical usage. As volunteers, we lack immediate access to financial information to dispute charges promptly. We rely on your understanding and hope for a favorable resolution. Sincerely, Vanae Pearson RAYBA President

Hello Everyone, We are looking for a survey solution that meets our specific requirements outlined below. Please let us know if your solution aligns with these needs and provide detailed information regarding costs, support, and any other pertinent details. Your prompt response would be greatly appreciated. - The solution, including its database and all related data, must be installed on our servers, with the ability to grant access to external parties (vendors, suppliers) based on our survey needs. - Our organization consists of around [redacted] employees. - We require the capability to create different types of surveys, ranging from short surveys with a few questions to larger surveys divided into groups, each containing distinct sets of questions. It should be possible to assign weights to individual questions (e.g., 10% weight per question within a group) and assign weights to each group (e.g., 12.5% weight for each group) as part of the survey, with the flexibility to adjust weights, question numbers, and groups according to our requirements. Best Regards,