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:08/07/2023

  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 have been taking surveys for a few months with Toluna.  I redeemed my point of 7500 for a ***** egift card for the amount of $25 and I still have another 6100 points to redeem.  I kindly contacted them about my reward. And the response was that my account has been suspended and my earnings were forfeited. I took my time and was truthful when I took the surveys and participated in good faith.  I have emailed them multiple times to kindly reinstate my account and to please issue me the ***** $25 egift card.  They have now blocked me. This is illegal/defrauding/ dishonest of Toulna company.  I am requesting that they redeem and reinstate my points.

  Business Response

  Date: 08/16/2023

  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 account was suspended on June 30th 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 on a probationary basis. You've been regranted full access to your account, including your earnings, allowing you to resume participating in surveys and making new reward requests.
  We apologize for the delay in reinstating your account, which was an oversight on our part. Please know that we are continuously working to improve our processes and communications to provide our influencers with a seamless experience.
  
  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!
  
  We look forward to your continued participation in good faith.
  
  Warm regards,
  Toluna Team

  Customer Answer

  Date: 08/16/2023

  
  
  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:08/02/2023

  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 cancelled my account and did not tell me the terms or conditions I violated and revoked all my rewards. I received no reasoning for the cancelation of my accounr

  Customer Answer

  Date: 08/09/2023

  Can you give me an update on this complaint. I am looking to at least get to redeem my points earned. I researched Toluna on the internet and found cancelling accounts and telling participants they are dishonest and cancelling rewards earned is common

  Business Response

  Date: 08/10/2023

  Dear ***,
  
  We appreciate your patience and understanding as we
  thoroughly reviewed your account situation following the complaint you raised.
  
  Maintaining the highest level of quality is paramount to
  us, and our Data Quality Team performs 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 outcome of these
  routine checks.
  
  Our support team conducted an extensive manual review of
  your overall activity and elaborated on the reasons behind your account’s suspension
  in ticket #*******. In the spirit of offering second chances, as you’ve been a
  loyal and engaged member, your account was reinstated on a probationary basis.
  
  You now have full access to your account, including your
  points and surveys. Simply log in at *********************** to continue participating.
  To steer clear of similar flags going forward and thus
  avoid a definitive account suspension, we kindly suggest that you take your
  time to provide well-considered responses to each question presented in
  surveys.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:08/02/2023

  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.

  This so-called consumer survey company needs to be avoided at all costs. As a retired, elderly, disabled person I take surveys to earn a little extra money. I had accumulated over 170000 points over several years and wanted to redeem 150000 points for an ****** gift card. I was in my account and chose my item. Their website said I had to sign in again before actual redemption. When I attempted to do so, their site said I had no account with them and to request a new username and password by clicking a button to be sent a link to change. Over several days, I received no link. I was thus shut out of my points and account. I finally got in after probably over 20 attempts only to find out I now had only 27000 points and no email gift card. After many emails back and forth where a woman kept lying and said they had sent the email, I assured her I never received it and she insisted she had. After over 10 times I requested that "IF you have sent one, cancel it and send a new one" which they did not do either. Real crooks! I had to send copies of emails to many consumer reporting agencies with a statement that I would be reporting to the BBB if they did not help. More lies and delays. Finally, I got the requested email with the gift card link, but it would not work. It appeared they had somehow rigged it not to work until they sent me yet another email stating that they were closing my account as I had attacked their character. Of course, I would attack any thief, terrorist, thug or con artist group's character. I had taught in a state prison. Now my account with points still available was closed and I couldn't even answer any new surveys. I see others have reported this company for similar terroristic tactics. They have violated the Code of Ethics that most legitimate survey companies follow as I answer surveys for others. They need to be exposed so that others and especially disabled and elderly. I wonder if their clients get valid survey information from them.

  Business Response

  Date: 08/03/2023

  Hello ****,

  As previously explained by our
  support team in ticket #*******, your reward request placed on July 29th was
  successfully processed and delivered on July 31st, well within the specified time frame and in accordance with our Site's Terms of Use and Membership.

  The ****** code you were
  expecting has been sent to your email address associated with your Toluna
  account since July 31st through an automated notification. The sender's address
  for this notification is ************************. In case
  you cannot locate this email in your inbox, it might have been intercepted by
  your spam filter. Such occurrences are occasional, and unfortunately, we have
  no control over these instances. We recommend that our influencers add the
  domain @toluna.com to their mailbox's address book or safe list to prevent the
  email from mistakenly getting blocked.
  Additionally, the voucher code
  has also been dispatched to you through the same ticket #*******.

  We deeply regret any confusion
  that has led to a negative experience on your end. We've put in extensive
  efforts to assist you, offering a transparent explanation of the situation
  along with a resolution to your ticket.

  Unfortunately, we must inform
  you that your account will remain closed due to the repetitive abusive behavior
  directed towards our help desk staff. This behavior is not tolerated as it goes against our standards
  and breaches our Site Terms, which clearly state: “Do
  not communicate with the Toluna help desk in a manner which is obscene, vulgar,
  harmful, insulting, threatening, abusive, harassing, defamatory, libelous,
  untrue or misleading.” “Failure to comply with this Code of Conduct may result
  in termination of your membership account and forfeiture of any Points.”

  
  Best regards,
  The Toluna Team

• Initial Complaint

  Date:07/26/2023

  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 joined Toluna and participated in numerous surveys. I accumulated enough points to redeem a 25 dollar and a 50 dollar ****** gift card. I was then unable to login. When reaching out to customer service I got this reply:
  
  Toluna is always vigilant in maintaining our community’s integrity. Unfortunately, during our regular 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.
  
  Thank you for your understanding.
  Kind regards,
  Noah
  
  I have no idea what rules I broke; I was honest in all my responses.

  Business Response

  Date: 08/10/2023

  Dear *****,
  
  We appreciate your patience and understanding as we
  thoroughly reviewed your account situation following the BBB complaint you
  raised.
  
  Maintaining the highest level of quality is paramount to
  us, and our Data Quality Team performs 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.
  
  Our support team conducted an extensive manual review of
  your overall activity on July 27th  and elaborated on the reasons behind
  your account’s temporary suspension in ticket #*******. In the spirit of
  offering second chances, your account was reinstated on a probationary basis the
  same day. Following this, you were able to participate in several of our
  surveys and successfully claimed two rewards, both of which were delivered on
  July 28th.
  
  We genuinely regret any inconveniences you've experienced
  and we sincerely hope to welcome you back to Toluna!
  
  Kind regards,

  Mariana

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/20/2023
  I was unable to log into my Toluna account. I tried to reset my password, but never received an email to do so. So I can only assume, like thousands of others, that my account has been suspended/blocked. I have read all the terms and conditions multiple times and I have 100% followed all of the strict guidelines. Toluna promises rewards for completing surveys and studies, but as soon as I had a very large amount of points on my account, about 360,000 points (over $100 worth), my account was suspended/blocked.... for no reason. They blocked my account today or yesterday when I havent even done a survey for about a week. What could I have possibly done in the week that I didn't even use this platform, to violate the terms and conditions? I am very confused. I've worked so hard to earn these points and was promised points that I can exchange for gift cards to help support my family, my child during tough financial times. I have gotten no explanation as to why this happened. This isn't right. I am completely devastated. My family was counting on these promised rewards in order to buy things like toilet paper, toothpaste, shampoo, conditioner, vitamins, etc. Toluna, please make this right. This is poor business practice and I expected so much more from your company. You have potential to be an amazing company/platform, but you need to brush up on your customer service skills and be a human being who understands other human beings. I believe in you Toluna. Please make this right. I'm on my knees, begging and praying. Please.

  Business Response

  Date: 07/27/2023

  Hello ******,
  
  We understand that having your account closed is an
  unpleasant situation and we regret the inconveniences caused. We want to assure
  you that decisions regarding account suspension are not taken lightly and are
  made in accordance with our Site's Terms of Use and Membership. These actions
  are based on the results obtained from the regular quality and security checks
  we conduct on our panel.
  
  Our primary focus is to provide an exceptional and
  rewarding experience to our Toluna Influencers. Simultaneously, we prioritize
  delivering top-notch data to our clients, who rely on honest feedback from
  consumers to make crucial business decisions. To maintain this exceptional
  standard of quality, we perform thorough quality checks on our global members,
  identifying any potential issues that could compromise the integrity of our
  panel.
  
  For example, the quality checks set in place throughout
  the questionnaires help us identify and eliminate invalid answers and allow us
  to reward members who have passed all checks, as otherwise the responses are
  not considered valid and, consequently, are not used in the researches.
  We understand that mistakes can happen, and we don't
  block accounts immediately after they are flagged. Only when the number of survey flags in an
  account reaches a certain point is the account suspended, as we cannot continue to send our clients information that does
  not help with their research.
  
  Your account was flagged during one of these checks and suspended for the reasons we
  explained in ticket #*******. We will not be able to provide any additional
  details on this matter - the specifics of our detection techniques are
  proprietary information and we cannot disclose further details on the fraud
  techniques employed on our panel.
  We believe in second chances, so following an in depth manual review of your
  overall activity we have decided to reopen your account on probation.
  Going forward we kindly recommend that you avoid aborting
  survey participations 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 genuinely hope you are satisfied with this resolution
  and that you will continue to participate in surveys in good faith.
  
  Looking forward to seeing you on the site again!
  
  Kind regards,
  Mariana

• Initial Complaint

  Date:07/10/2023

  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'd like Toluna to re-instate my account, I'd given them two months--nearing three months of my time on the panel. While i may not be a veteran of the website, i did give them a majority of my time, only for them to unfairly remove me from the panel. The only literal explanation i received from them was my account had inconsistencies which threatened their business /// gave their providers false answers which couldn't be used. I gave them a week, gave them a good timeframe to re-evaluate the case with courtesy, but i was given them same near identical response i was given the first time of there being inconsistencies. my account had 40 dollars which were pending and were going to be delivered when i was removed, and received the email of my rewards being cancelled and points placed back into my account... an account i can no longer access citing 'authorization failed' Need i place links of their reviews they have online, i'm not the only person, only victim which have had their accounts closed. hundreds and hundreds of members have had their accounts terminated with points still in their account. the difference with mine is, i already sent my request and was in line to receive them. it takes a week for delivery , but i wasn't removed until the weekend, my rewards would have landed tuesday. that is robbery, theft. I understand the terms and conditions, but that is not only a considerable amount, but i didnt have them stored. i already withdrew, the least they can do is honor those withdrawals if they want me gone. I was extremely loyal with them, participating daily. answering honestly. Likewise, i am owed another 35 dollars from an online forum i was invited to partake from them which involved ten days of a toilet cleaning study, something i will no longer be awarded while i am still amount, that was incredibly time consuming but i did it no less because it was engaging to do. I just want them to allow me to redeem my points, make it right if only for that purpose.

  Business Response

  Date: 07/18/2023

  Hello
  *****,
  
  As you are aware, our primary focus is to deliver an
  exceptional and rewarding experience to our Toluna Influencers. Simultaneously,
  we prioritize supplying our clients with top-notch data, as they depend on
  honest feedback from consumers to make crucial business decisions. In order to
  maintain this exceptional standard of quality, we regularly perform thorough
  quality checks on our global members who have been identified as having the
  potential to compromise the integrity of our panel.
  
  Your account was flagged
  during these checks and temporarily suspended for further manual review, as we
  explained in ticket #*******.
  As we believe in second
  chances, following an in depth review we have decided to reopen your account on
  probation.
  
  We hope you are satisfied
  with the resolution and continue to take part in surveys in good faith.
  Looking forward to
  seeing you on the site again!
  Kind regards,

  Customer Answer

  Date: 07/19/2023

  
  
  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.
  
  
  
  This was settled during the time i sent the original complaint, and am highly satisfied with the result. this case can be closed.

• Initial Complaint

  Date:07/10/2023

  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 had been a member of Toluna for years completing surveys and participating in activities on the site. Below are the issues experienced over the last few months.
  
  First, I started getting an error every time I tried to access a survey, I emailed the support team and they told me they flagged my IP address and that the only thing I can do is take surveys from another internet connection or have my ISP change my IP address (both terrible options). I don't use a VPN, I use my personal computer, etc so no reason to flag my IP. I started doing some surveys from my phone over 5G, worked fine for a few weeks.
  
  Then all of a sudden I can't log in to my account at all. I email support again, they tell me my account has been terminated because I violated their terms of agreement. I have not done anything other than take surveys, provide accurate and honest responses, and participate on their site. I had a ton of rewards points to redeem and now I am being told sorry, we don't care.
  
  They won't tell me what I did to get terminated and they won't allow me to attempt to get my account back. I am out hours and hours of survey rewards because they terminated my account with no reason.

  Business Response

  Date: 07/21/2023

  Dear ****,
  
  I trust you are having a lovely day so far!
  
  I sincerely regret the inconveniences you experienced on our platform. Please know that we deeply value your long-standing membership and contributions to our community.
  At Toluna, our utmost priority is to provide our cherished community members with an exceptional and rewarding experience. At the same time, we are committed to delivering top-notch data to our clients, who rely on honest feedback from consumers to make critical business decisions. To maintain this exceptional standard of quality, we conduct regular and thorough quality checks on our global members to ensure the integrity of our panel.
  
  During one of these routine checks, your account was flagged and subsequently suspended, as we explained in ticket #*******. After conducting an in-depth manual analysis of your overall activity, we have reopened your account and followed up with the appropriate teams to have the IP address flag reviewed by our service provider.
  Your account is now fully functional, and you can start enjoying the surveys and activities once again.
  
  Please know that our dedicated support team is always available to assist you with any other questions or concerns you may have. Don't hesitate to get in touch; they are more than happy to help!
  
  We sincerely hope that you are satisfied with this resolution and that you will continue to participate in surveys in good faith. We are looking forward to welcoming you back to our site!
  
  Thank you for being a valuable part of the Toluna community,
  Mariana
  Toluna Team

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member for about 3 years and ive done my best in each and every survey and ive even enjoyed them as im disabled and am home most of the time, I like to do the surveys then use the gift certificates for groceries and etc. I was trying to log in and wasn't able to so I contacted Toluna and hope that I would get a response, 2 different times they said to reset my password but I tried and it didn't work, I have 78000 points and want to get a ******* gift card to buy cat food as I dont always have the money so I do surveys to help supplement what I can purchase. I don't understand what is going on and why they picked me to suspend as its not right of them at all, I did all the surveys so now they don't want to let me get my gift card, so they do this a lot from what ive been reading about them today. Isn't there some kind of law against this? They want their cake and to eat it too!! I use 1 email address and 1 home address as its all I have, at 1 point when I first started I did use a different email address but I no longer have access to it and can't use it. I am honest and try to answer to the best of my ability if Im not giving as good of answers as others thats not my fault all I can do is my best!! I would love to be reinstated but if I cant be then I want my 78000 points so I can get my ******* gift card. Thank you.

  Business Response

  Date: 07/06/2023

  Hello *****,
  
  We are committed to
  providing our Toluna Influencers with the best and most rewarding experience on
  our global community, however, at the same time we are also dedicated to
  providing high quality data to our clients, that rely on consumers’ truthful
  feedback to make important business decisions. To ensure this high level of
  quality, we conduct ongoing quality checks of our members across the globe that
  have been flagged as having the potential to jeopardize the quality, legitimacy
  and the security of our panel.
  
  During one of these quality
  checks your account has been flagged as suspicious and your access to surveys
  has been temporarily suspended.
  After we conducted an in
  depth manual review of your account and overall activity in our community we decided
  to reinstate your account.
  
  We realize this was an
  unpleasant experience but at the same time we hope you understand these checks
  are necessary to secure the quality standards of our panel and only send
  quality data to our clients.
  
  Thank you for your
  understanding and please do not hesitate to contact us for any and all questions
  you might have.
  
  Kind regards,
  Toluna Team

• Initial Complaint

  Date:06/08/2023

  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.

  Yes I am part of ****** ** *** ***** and *** ***** ******* ***** which one of them is closing and I went to go and cash my points out. And I discovered that not only do they take your expired points away mostly due to the fact they never have any rewards available to buy so technically thanks to them ever having a rewards available to purchase I've had 17000 points expire on ****** ** *** ***** and 21000 points expire on one voice opinion. I've given many years of my time to these companies to these two panels just for them to take my points and basically tell me that they expire and they can't reinstate them but the fact of the matter is that they never had rewards available to purchase because they were always sold out of rewards to buy so I never had a chance to redeem any of my points over the course of a few years. So effectively one is closing but will still refuse to deny me reinstating points that expired even though they can. It is their site and they run it. I want my points reinstated on both and one especially before it closes on the 20th

  Business Response

  Date: 06/14/2023

  Dear *****,
  
  We would like to thank you
  for your patience while we investigated the situation you brought to our
  attention.
  
  *** ******** ***** and the ****** ** *** ***** panel to which you are a member of are not part of the
  Toluna community. Toluna only provides the technology and services for these
  panels, helping in building and managing these communities.
  You have clearly been a loyal
  member of these communities for a significant time, which we truly value. The
  community is very passionate about sharing their opinions by participating in
  surveys and activities. ******** and ****** ** *** ***** recognize members with
  points for their opinions. As per the Terms & Conditions of both sites,
  that can be found here ********************************** *** **** *********************************************** these points do expire after 18 months and 12 months respectively, from the
  time when they were earned, if not used on time.  
  
  As an exception from the ********
  and ****** ** *** ***** policies, as our clients highly value longstanding
  loyalty, and considering the ****** ** *** ***** will be closed soon, we would
  like to give you back the 17.970 expired points on this community and 10.800
  points compensation for your expired points on ********. 
  In the
  future, we kindly recommend that you check the Points section of your account
  each month, to make sure you can use your points in time and avoid them
  expiring again.
  
  We believe this matter is now
  resolved and we hope you are pleased with the solution.
  
  Kind regards,
  Toluna Team

  Customer Answer

  Date: 06/15/2023

  
  
  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:04/25/2023

  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.

  March 28, 2023 - 10145 points have been deducted without warning
  I checked my account at the end of March (approx March 26) specifically to check if any points are going to expire. There was NO notification. On March 28, 2023 points were deducted. I tried to contact Toluna for that, but no luck, as they do not hear and do not trust. They said they appreciate my loyalty and will credit 5000 points out of deducted 10145 to my account, but even that they NEVER credited. I was trying to contact them again, they confirmed, but still no points have been credited which also prove the error on the website. (Previously I had a similar situation with "expired" points without notification and also with Game points and redemption. Games and redemption have been fixed.) I do not think it's fair to make us pay for the errors on the website that we cannot influence on,

  Business Response

  Date: 04/27/2023

  Hello *****,
  
  I truly regret hearing that you’ve had a negative experience
  because of our points expiration policy and I will explain the situation in detail
  below.
  
  First of all, we would like to reassure you that we’ve been
  looking into the missing banner situation you reported, and we have no reasons
  to believe the feature is not functioning properly. There have been no similar complaints
  from other influencers and we also performed internal tests and the issue you mention was not reproduced.
  The banner is visible to the accounts that have points set to expire for that
  month and you can find attached a screenshot showing the banner is active.
  
  Transparency of communication is key to our relationship
  with the influencers, and their experience and satisfaction are a top priority
  for us. To ensure that our points policy is clear and understood by everyone,
  we take several steps in making this information available in multiple sections
  of our site:
  - Website Terms **********************************
  - FAQs *********************************
  - Members’ points page.
  
  We have been diligent in communicating about the points
  expiration and we believe it is sufficient for members to be well informed and
  at the same time not feel overwhelmed with repetitive information from all
  channels.
  
  Since your registration in 2015 there have been 3 instances
  when you had points deducted for expiring. As we highly value your longstanding
  loyalty and engagement, we made not one, but 2 exceptions for you and re-credited
  your account with the points that have expired.
  Nov 28 2018 – Deduction: -2,050 points; this expired amount
  was returned on Dec 21 2018 under the description ‘Loyalty_bonus’ +2070 points.
  Jan 28 2020 – Deduction: -5,645 points; this expired amount
  was returned on Feb 10 2020 under the description ‘Loyalty Bonus’ +5645 points.
  Mar 28 2023 – Deduction: -10,145; while we have decided to make
  a last exception and grant you a 5,000 points loyalty bonus also this time, I’m
  afraid we will no longer be able to make exceptions going forward. We do value
  your long-term dedication and I hope our actions so far have been a testament
  to this.
  
  Please accept my apologies for the delay in crediting the
  5,000 points loyalty bonus promised by the support team. You should now be able
  to see the points in your account balance.
  
  In the future, please don’t wait until the last moment to
  redeem your points. Placing a reward request at least every few months should
  be enough to avoid points expiration.
  
  Kind regards,
  Mariana P******

  Customer Answer

  Date: 04/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  5000 points have been credited. Thanks. 

  I reject because I know for sure that the banner did not appear that time because, as I said, I specifically checked for that. I lost 10145 at not my fault at all. If you had notified me about the expiration, why would not I redeem if I had more than enough points for redemption?

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

  Business Response

  Date: 04/28/2023

  Hello *****,
  
  We truly regret you are not happy with the response and
  resolution.
  As we have done our due diligence in verifying that the
  banner works correctly and no error was reproduced (as proved with the
  screenshot we attached) and the points policy is clearly stated on our website,
  on which we already made exceptions for you, our response is final and we have
  nothing else to add.
  
  Kind regards,
  Mariana P******