Complaints

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:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent a long time earning 30,000 points, in good faith, per their terms, always answering honestly to their survey questions. I tried to cash out and then received an email that they were unable to process the gift card reward, and the points were put back on my account. I just figured they had some sort of glitch so I logged in and cashed out again. Later I got another email that they couldn't process my reward. I went to log in, and couldn't log in. I thought something happened to my password, so I submitted to reset my password. I never received the email to reset my password. I emailed their customer service, and received a response that they booted me from the platform for quality control issues. I was dismissed as shown in the emails, in a way that they wouldn't have to pay me for the rewards I earned, and told not to contact them as they considered the case closed. This doesn't allow me to be in touch with their privacy officer, or to make a complaint.
  
  If there was a problem with me as a panelist, it should have been made known to me, and I should not have been allowed to spend many hours of my valuable time, thinking I was going to be rewarded. It was a $25 gift card that they owe me.
  
  Their website has terms, FAQ's, etc. that explain their practices and when I read through there is nothing I have done to infringe on their terms or conditions. If it is truly just up to their discretion, and they cannot provide something to show me how they came up with that determination, then I would like a formal acknowledgment that none of my survey taking data will be provided to their clients or used. If I'm not getting my part of the deal, the points/reward, then I don't want them using my responses or sharing it with their clients, in any shape or form (including anonymized/aggregated/de-identified).

  Business Response

  Date: 03/28/2024

  Dear *******,
  
  We hope this message finds you well.
  
  First and foremost, we want to express our sincere regret for the inconveniences you've experienced during this process.
  
  Maintaining the highest level of quality is paramount to us, and our teams perform regular panel checks to identify any potential issues that could impact the integrity of our panel.
  Decisions regarding account suspensions align with our Site's Terms & Conditions, and are executed based on the outcomes of these routine checks.
  
  Your panelist rights were suspended and your account was closed on March 18th due to the results of a similar panel check. The specifics of this matter were communicated to you in detail through support case #*******. After conducting a comprehensive manual review, we made the decision to reinstate your account. You've been regranted full access to your account, including your earnings, allowing you to resume participating in surveys and making new reward requests.
  
  Should you encounter any challenges, questions, or concerns along the way, our support team is more than happy to assist you. Don't hesitate to get in touch!
  
  Warm regards,
  Toluna Team

  Customer Answer

  Date: 04/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/05/2024

  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.

  After weeks of doing surveys for ********. I finally had enough to cash out. Like most reviews warned. As soon as you cash out with toluna they instantly ban your account. When inquiring why they say you’ve broke a term and condition. No evidence to back it up when requested. This is a true scam run by Toluna the con artist. They make money off scamming people and their work.

  Business Response

  Date: 02/14/2024

  Hello ******,
  
  We deeply regret any dissatisfaction you may have encountered
  while utilizing Toluna, and we apologize if it conveyed the impression of
  unfair practices towards our members. Please be assured that fairness remains a
  fundamental value for us.
  
  It is important to highlight that we conduct rigorous quality
  checks, and accounts may be temporarily suspended when our systems identify
  activity that could potentially compromise the integrity of our processes.
  Consequently, your account underwent a temporary suspension to facilitate a
  thorough analysis of your account data. We appreciate your understanding of
  this aspect of our platform. Our support team has explained the reasons and details
  of your account suspension and already provided a resolution in ticket #*******.
  
  If you have
  further questions or concerns, please feel free to contact our support team.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:01/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is running a complete and total scam. I created an account with them and was doing paid surveys for about a month, was really excited about all the bonuses I was receiving. I collected 35000 points to be able to cash out $10 to my ******. Did it 3 times in the row, but zero money came in, so I sent an email to the customer service, and received some bogus explanation it takes 1-2 weeks to receive ****** payments. So I kept doing surveys, cashed out another $10. Still nothing. I sent another email, and again same bs explanation it takes 1-3 weeks. Complained again, so instead of honouring those $40 they owe me, they locked me out of my account saying I violated their rules and regulations.

  Business Response

  Date: 01/11/2024

  Hello ******,
  
  We would like to apologies for any inconvenience caused
  and reassure you we don’t engage in any derogatory practices like withholding members'
  payments or suspending their accounts without valid reasons.
  
  Our
  commitment is twofold: to offer the best and most rewarding experience to our
  Toluna Influencers and to provide high-quality data to our clients who rely on
  authentic consumer feedback for their critical business decisions. To maintain
  this high standard, we regularly conduct quality assessments of our members
  across the globe to ensure the quality, authenticity, and security of our
  panel.
  
  During a
  recent quality assessment, your account was flagged as suspicious, leading to
  the suspension of your panelist rights and survey access.
  Several
  of your survey responses did not align with our Code of Conduct. This code
  explicitly states that surveys should be taken in good faith, meaning providing
  truthful answers and not rushing through surveys or answering questions
  identically. Toluna retains the right to withhold Points if we reasonably
  believe that survey responses lack truthfulness or consideration.
  
  As we believe in second chances, following an in depth
  manual review of your overall activity we have decided to reopen your account
  on probation.
  
  You now have full access to our activities, may login at
  any time and request additional payments. Please know that your ****** requests
  have been declined as a result of this situation in the meantime, and the
  points have been returned to the account.
  
  Going forward we kindly recommend that you avoid aborting
  survey participation and continue to take your time to attentively read and
  provide careful and thoughtful responses to each question to ensure no similar
  flags are raised in the future.
  
  Our support team remains available whenever you have
  questions or concerns and they are always more than happy to help, so don't
  hesitate to get in touch!
  
  We hope you are satisfied with the resolution and continue to take part in
  surveys in good faith.

  Kind
  regards,
  The
  Toluna Team

  Customer Answer

  Date: 01/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:12/04/2023

  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.

  Twice in the past week and a half I have tried to redeem my points for a $30 ****** reward. Twice I have been denied and since Tuesday, 11/28 I have been unable to access my account to try and redeem for a different reward or take additional surveys. Each time I try to login it says "Error:Authentication failed. Please try again." Sometimes it even tells me my login info is incorrect which I know it is not. I have reached out to them twice for assistance on why my account is locked but have not received a response. It seems from doing some research online, that many other people have this issue when they try to redeem their points for a reward. Very disappointing considering the amount of time I have spent doing their surveys.

  Business Response

  Date: 12/19/2023

  Dear *********,
  
  We sincerely apologize for the difficulties you experienced.
  Our support team diligently addressed your concerns outlined in ticket
  #*******. They thoroughly explained the reasons behind the situation and
  offered a resolution. We trust that the provided solution meets your
  satisfaction. Should you have any further inquiries, please feel free to reach
  out to us. Our dedicated support team is ready and happy to assist with any
  questions you may have.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:11/15/2023

  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.

  Toluna is the only survey site that does this. For a while the site was giving a lot of error messages after completing a survey and not once have I been compensated and I’ve let it go. I'm always blown off, even after I've provided a screenshot showing the error and even after I provide a survey number they find some way to blame the respondent for doing something wrong.
  
  Now there are 2 high point surveys that I haven't been compensated for, the first one was for 12,000 points Sept. 1! The other was done on 10/8 and I believe it was 6,000. There is no excuse for not paying someone for 2 months. It is unethical and most likely illegal. I will reach out to ******** *****, the parent group to ******* and Toluna to see if they are mandating this behavior and then I report to the ******** ******* and the ******* ***** **********. I've tried to resolve this through communication multiple times and the last one came back undelieverable. I'm not the kind of person that backs down when it comes to fairness and this will be no exception.

  Business Response

  Date: 11/21/2023

  Dear *****,
  
  We apologize for any inconvenience you experienced on
  Toluna.com, and we want to assure you that enhancing our users' experience is
  our top priority.
  Like any digital platform, occasional errors may occur, but
  refreshing your browser and clearing cache and cookies often resolves the issues.
  
  We appreciate your feedback on the two incidents you
  highlighted, and we've already compensated you for them:
  
  On July 28: *******-US, 3000 points compensation, related to Ticket
  #******* (technical errors)
  On August 16: *******-US, 3000 points compensation, related
  to Ticket #******* (qotafull message delay)
  
  Regarding the other two surveys you mentioned, where you
  qualified, please note that the timing of points crediting varies.
  For some surveys, points are credited very quickly or within
  a few days, while for others you will receive the points only after the survey
  has closed. You can expect to wait a maximum of six weeks for points to be
  credited to your account from when a survey closes, though we try to limit this
  as much as possible.
  
  Survey *******-US-1, completed on September 1, is currently
  on hold and is scheduled to close on November 18. Points will be credited
  within six weeks from this date, as mentioned in our FAQs.
  Survey *******-US, completed on October 8, has already been
  closed, and you can verify the credited points in the Points section of your
  account.
  
  If you have further questions or need assistance, feel free
  to reach out to our support team. They are here to help and clarify any
  concerns you may have.
  
  Best regards,
  The Toluna Team

  Customer Answer

  Date: 11/29/2023

  This has not yet been resolved. I've gotten a response as if there will be action taken but there has been nothing accomplished. 

  Customer Answer

  Date: 11/29/2023

  Please disregard my last message.  It appears to have been credited. 

• Initial Complaint

  Date:10/20/2023

  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've been taking surveys with Toluna for a month and earned enough points to redeem for a GC valuing >$30. Unfortunately I didn't redeem any points yet & when I tried logging into my account 2 days ago, I started receiving user authentication errors. Long story short, I found out from Toluna that my account was suspended for the following reasons:
  
  Kindly note that Toluna is always vigilant in maintaining our community’s integrity. Unfortunately, during our regular quality reviews we’ve noticed issues with your account and survey activity that could negatively impact the integrity of our processes. Our system has detected that you were performing an activity that contradicts information provided in your member profile or is not in line with our Terms. As such, the panelist rights for this account have been suspended from our site and your earnings have been forfeited due to the violation of our Terms and Conditions.
  
  I am deeply concerned by this response. After reviewing the T&C, I don't see any behavior that I violated. I find the timing of my account suspension suspicious given the amount of points I earned & am kindly asking Toluna to look into my account activity more in depth. The only "violation" I can think of is perhaps answering questions repeatedly which is because I am following the rules by providing consistent responses to repeated questions. Also, I have tried to update my profile information on the Toluna website, and every single time I've received an error on the website and have been unable to save those changes. I don't see any of these events as a violation on my part. If I can't continue taking surveys with Toluna, I respectively request that they at least allow me to redeem the points I earned. I spent a lot of time answering the surveys honestly & providing detailed responses & feel as though I deserve the rewards associated to that time and effort. Thank you!

  Business Response

  Date: 11/02/2023

  Hello *****,
  
  As our support team explained in ticket #*******, your
  account underwent an unfortunate flagging during one of our routine quality
  assessments. Subsequently, on October 17th, your account was suspended by our
  Data Quality team.
  
  To maintain the high standards of data quality and ensure
  we receive accurate information from all our influencers, our Data Quality team
  conducts numerous regular checks to verify various data quality aspects and
  detect potential irregular behavior. These checks encompass a wide range of
  criteria, such as registration verification, survey access location, proxy
  usage, device validation, digital fingerprinting, survey participation
  activity, and various other data points. Additionally, we implement quality
  checks at the questionnaire level for every survey we offer.
  
  As we firmly believe in second chances, we've decided to
  reinstate your panelist privileges on a trial basis. To avoid encountering
  similar inconveniences in the future, please take your time to provide
  thoughtful and careful responses to each question in upcoming studies. We also
  recommend using ****** ****** when participating in our surveys.
  
  You have now full access again to your account and the
  141,140 points balance. Upon logging in, please ensure that your profile information
  is accurate and up to date. If you encounter any persisting errors, kindly
  forward the screenshots that display both the error message and the section
  you're attempting to update to our support team and they will be able to assist
  you.
  
  We hope you are satisfied with this resolution.
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:10/17/2023

  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.

  Hi.I have been taking surveys for a while with the Toluna company.I recently cashed out for a $25 gift card.I then received an email stating that they could not process the transaction for the gift card so they credited my points back to my account.So I try to sign in to my account and I get an error.Then I reach out to customer service and they say to change my password.I did but never received an email back from them.I wrote back to let them know this.Then all of a sudden they send me an email that says I was banned from my account and will not give me a reason why.Also that they are taking all my points that I earned.I looked at their reviews online after this and noticed that this is a regular thing that they are doing to their customers.This is shady fraudulent business practices.There seems to never be a problem until someone actually cashes out.They were perfectly happy taking my responses from my surveys until it came time to pay me a gift certificate,then all of a sudden they accused me of doing wrong.They never give an exact reason why they block your account either,because there is no legitimate reason..that's why.They need to look into the system they use to monitor surveys because it does not work..or maybe they do not use one at all and that is a lie,so they have a reason to use customers then ban them and keep their points.Please help me get my $25 gift card that I earned fairly and honestly. And please find out why they do this to people in the first place.Thank you.

  Business Response

  Date: 10/27/2023

  Hello *********,

  To begin, we want to extend our sincere apologies for any
  inconvenience you may have experienced. We want to emphasize that we do not
  engage in any detrimental practices like withholding members' payments or
  suspending their accounts without valid reasons.

  Our commitment is twofold: to offer the best and most
  rewarding experience to our Toluna Influencers worldwide and to provide
  high-quality data to our clients who rely on authentic consumer feedback for
  their critical business decisions. To maintain this high standard, we regularly
  conduct quality assessments of our members across the globe to ensure the
  quality, authenticity, and security of our panel.

  During a recent quality assessment, your account was
  flagged as suspicious, leading to the suspension of your panelist rights and
  survey access.
  Upon the review of your account activity, it was
  found that several of your survey responses did not align with our Code of
  Conduct. This code explicitly states that surveys should be taken in good
  faith, meaning providing truthful answers and not rushing through surveys or
  answering questions identically. Toluna retains the right to withhold Points if
  we reasonably believe that survey responses lack truthfulness or consideration.
  Some of the responses you provided may not have met the
  required level of thoughtfulness or relevance for our clients' research. Our
  records indicate that since you joined our platform, your account was flagged
  for attempting fraudulent completions in five surveys, and you were also
  flagged for irrelevant open-ended responses.

  We heavily rely on our clients' reports, and it is
  crucial for us to take action to prevent sending them data that falls short of
  our quality standards.
  In the spirit of giving a second chance, and
  after a comprehensive assessment of your overall activity, we have decided to
  reinstate your account on probation. Please note
  that your reward request for a $25 Walmart voucher has been declined due to the
  above mentioned situation, and the points have been returned to your account.

  Going forward we kindly recommend that you avoid
  prematurely ending survey participation and continue to invest time in
  carefully reading and providing thoughtful responses to each question. This
  will help ensure that no similar flags are raised in the future.

  We understand that this may have been an unpleasant
  experience, but we hope you appreciate that these checks are essential to
  maintain the quality standards of our panel and to deliver only high-quality
  data to our valued clients.

  Kind regards,

  The Toluna Team
  

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of Toluna for many years. Earlier this year, my account was suspended, with the reason given was something about my ip address. They gave me ideas to try to correct this, and I have done what I could, to no avail. I have several thousand points that I would like to redeem and I would also like to be reinstated. Being retired now, I enjoyed taking the surveys from Toluna. They still e-mail me with opportunities, but when I try to access the surveys, I get an error message.

  Business Response

  Date: 10/20/2023

  Dear *****,
  
  To begin, we would like to express our gratitude for your
  unwavering loyalty throughout the years. We highly value longstanding members
  like yourself.
  
  We are delighted to confirm that your account has never
  been suspended and we can see you are able to complete surveys. If you no
  longer remember your account password to log into your account we advise you
  to go to the Toluna website and click on the 'Forgot Password?' link on the
  login page. Enter the email associated with your account and you will receive a
  password reset link in your inbox.
  Your current account balance of 40,174 points allows you
  to request a $10 gift card from the six options available at the moment, or a
  $10 ****** payment.
  If you encounter any issues while participating in
  surveys, please do not hesitate to contact our support team and they will be more
  than happy to assist you.
  
  Looking forward to seeing on the site!
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 10/26/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/01/2023

  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.

  In early August, I was completing a survey on ****** ******* when during the survey I was offered compensation of $20 to possibly participate in a survey panel about ***********. A few days later, I received an email invitation to the survey panel, which consisted of multiple days of activities geared toward participants use of ***********. During these activities, I was asked many questions about my usage of the medication, including an actual photograph of my personal ******. I completed all tasks and activities within the timeframe given. During the time the panel was open the moderators seemed pretty responsive to any questions, but as soon as the panel closed and the questions about compensation came in, there has not been a single response from any representative of Toluna, and nobody that participated in this panel has been compensated or even told when they would be compensated. I can't for the life of me understand why this company would want to operate this way. Especially with those people who were kind enough to participate and provide answers in the timeframe requested of them. I can't get a response or compensation for what Ive done, but I get multiple daily emails from Toluna asking me to take other surveys. Its really horrible practice if you ask me. I have attached screenshots of the panel in which you can see members questioning these moderators with absolutely no response.

  Business Response

  Date: 09/12/2023

  Hello ***********,
  
  We greatly appreciate your patience as we diligently
  conducted a comprehensive review of your case.
  
  First and foremost, we extend our sincerest apologies for
  the subpar experience you encountered during your participation in the
  Toluna-hosted live event. Your invaluable feedback has been conveyed to the
  pertinent departments to ensure that future participants enjoy a top-tier
  experience.
  
  Please be aware that during the live event, the event
  moderator will engage with and address participant inquiries exclusively while
  the event is ongoing. For assistance or to raise concerns after the event
  activities have concluded, participants can use the 'Request Help' feature
  under Help Options. We understand that this may have caused some confusion, and
  we are actively taking measures to enhance communication clarity with
  participants moving forward.
  
  As previously explained in ticket #*******, which you
  opened with our support team, the *********** treatment devices study was
  hosted on our dedicated platform, but participants were invited through the
  ****** ****** panel. Consequently, the management of incentives for this
  project falls under ****** ******'s purview.
  
  We have already furnished ****** ****** with the list of
  qualified respondents, allowing them to credit the incentives to participants'
  accounts. While we regret any potential delay in the posting of incentives,
  please consider that this aspect of the process is beyond our direct control.
  
  As we highly value your participation, we have taken it
  upon ourselves to further investigate this matter. The information you provided
  has been forwarded to our Project Management team, who promptly followed up
  with ****** ******. They have confirmed that the points should have already
  been credited to your ****** ****** account.
  
  Should you encounter any difficulty locating the points
  in your ****** ****** account, please do not hesitate to respond to ticket
  #*******, and we will re-initiate contact with them on your behalf.
  
  We trust that you find our response satisfactory.
  
  Warm regards,
  The Toluna Team

• Initial Complaint

  Date:08/17/2023

  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.

  After achieving about 500+ points on toluna, I find out that my account was suspended..toluna promised rewards for completing surveys and studies but as soon as I had very huge points of 500+ to redeem my account was suspended for no reason...many reviews from thousands of users claiming this shady behaviour of toluna suspension of account after huge points....this is really a shady behaviour and theft,...I write toluna why could this be, suspending my account after a month of enormous work and time....response from recheal Smith was that...in the last year alone my account was flagged for fraudulent complete of surveys 9 times, which is a big lie, I joined toluna June 14,2023...but toluna claim me violating there rules since last year after they did there quality check.....this totally a shady behaviour from the company, many users complain about this big scam of toluna not wanting to pay after accumulating huge points....how dare them withholding account, filed with good faith and lie so as not to pay...I urge toluna to please reinstated my account back because there allegations on me were not true, I joined toluna about 2 months ago not last year they claimed that I have committed 9 times for them to suspend my account..Enough is Enough for this shady behaviour, is unfair and INJUSTICE....Again : I AM NOT ON TOLUNA SINCE LAST YEAR, I JOINED TOLUNA JUNE 14,2023...how come you said last year alone my account was flagged 9 times for fraudulent complete attempt of surveys...where toluna see that??....your allegations on me were not right, please be faithful to me, don't take me for granted, really not easy for a month filling survey , then later suspend my account and you tell me rubbish lies ...TOLUNA please and please be fair

  Business Response

  Date: 08/24/2023

  Dear ***,

  We sincerely appreciate your patience
  while we diligently investigated your case.

  On August 11th, your account was
  closed by one of our representatives due to a routine panel quality assessment.
  This assessment involves considering various time periods, such as the past 12
  months of activity or the period since your account registration. In your
  situation, the account registration period was less than 12 months. We
  apologize if this led to any misunderstanding where it seemed our support staff
  indicated a one-year registration.

  We want to assure you that we don’t
  engage in derogatory practices and the decision to terminate your account was
  influenced by data stored in our system, which indicated the possible use of
  multiple accounts under different identities. This practice is a violation of
  our Site Terms.

  Additionally, upon reviewing your
  survey activity since you registered on June 14th, 2023, we observed that your
  responses in surveys raised concerns about the quality of the data provided.
  These instances indicated that multiple surveys were not completed in
  accordance with our Member Code of Conduct, consistently being flagged for
  quality-related reasons.

  As outlined in the Site's Terms of Use
  and Membership, Toluna retains the right to suspend or limit site access for
  members if evidence from our database suggests fraudulent, abusive, or
  suspicious activity.

  Unfortunately, we cannot disclose the specific fraud
  detection methods we employ due to their proprietary nature and for security
  reasons. Nonetheless, please be assured that the decision to terminate a
  member's account is the result of a comprehensive and impartial evaluation
  process. All available evidence is meticulously examined prior to any action
  being taken.

  We understand the distressing nature
  of this situation. It's essential for us to preserve the integrity of
  information provided by all our influencers and to uphold the high standards
  that characterize our panel.

  We deeply regret any inconvenience
  this situation may have caused and wish you the very best in your future
  endeavors.

  
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because at first their CS representative said she revised my account thoroughly that my account was suspended because the account was flagged 9 times in last year alone which I proof them wrong that I wasn't a member of their platform since last year....now received another response that doesn't tally with the first allegation I was accused of....is it not same account you thoroughly checked?...why did you said you check thoroughly that last year alone my account flagged 9 times?? I am the one lying or you?....toluna response now said I have multiple account...I regretted ever joining this survey platform cheating on people to get paid from their client...I completed my surveys with good faith if not I won't stress myself up to this extent of fighting for my right...

  I now assume this company has no resolution they could offer, it's their intention to cheat...Toluna should know that I will never keep quiet on my right
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 08/28/2023

  Hello ***,
  
  As explained here and also clearly detailed in our response to
  your ticket #*******, we conduct regular quality checks that take into consideration
  different time periods, like the past 12 months of activity or the activity
  since account registration.
  We understand that, as you registered on June 14th, 2023,
  this is within a span of fewer than 12 months, yet still falls under the
  purview of the quality check for the past 12 months of activity. We apologize
  if the phrasing used by our support team led to any confusion, nevertheless, it’s
  important to note that this does not alter the legitimacy of the flags
  associated with your account's activity.
  
  Besides the surveys that were not completed in accordance
  with our Member Code of Conduct, consistently being flagged for quality-related
  reasons, we have also detected multiple accounts with similarities, suggesting
  the use of multiple accounts with distinct identities. This practice is also in
  breach of our Terms & Conditions.
  
  All these flags make your account activity
  incompatible with the participation on our site going forward, so the termination
  of your account will remain final. We have nothing else to add and we stand by our
  statement.
  
  Thank you for your understanding!
  
  Kind regards,
  The Toluna Team