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:03/20/2023

  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 get a lot of ‘survey router ‘ surveys I complete on various survey panels , but many do not compensate as agreed. What is the process of removing surveys one isn’t compensated for ? I’ll base my complaint on the survey below I was offered $1 for completing. …
  I’m trying here because of no response from customer service
  
  **************************************************************************************************************************************************************

  Business Response

  Date: 03/22/2023

  Hello
  John,
  
  We did
  not find any Toluna account associated with the e-mail address ********************** nor the name
  and address you have provided in this complaint.
  It seems like you have accessed this survey as a member of a
  different platform. If this is the case, please contact the customer support team
  of the platform via which you have accessed the survey and they will be able to
  help.
  
  However, if you do have a Toluna account, please provide us
  with the e-mail address you are registered with as a member and we will be happy
  to assist you.
  
  Kind
  regards,
  The
  Toluna Team

• Initial Complaint

  Date:03/09/2023

  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.

  For the past week, I have been attempting to access my Toluna account without success. Despite numerous attempts to reset my password, I did not receive any emails to reset it. After contacting Toluna, I was shocked to learn that my account had been suspended. As a loyal and honest user, I am disappointed that my account was suspended without any warning or explanation. I have always taken my time answering surveys and have never acted in bad faith. After dedicating a whole week to earn enough points to claim a reward, I am disappointed and frustrated that my account has been suspended without any clear reason. As a valued customer, I had high expectations for Toluna, and I hope that this issue can be resolved promptly

  Business Response

  Date: 03/21/2023

  Hello ******,
  
  We are dedicated to providing our Toluna Influencers with
  a rewarding experience and at the same time, we are also dedicated to providing
  high-quality data to our clients. To ensure this high level of quality, we
  conduct ongoing checks of our members across the globe that have been flagged
  as having the potential to jeopardize the quality of our panel.
  
  Your account was flagged during these checks and unfortunately the information you provided in your
  account could not be verified as accurate and valid, as required by our Site
  Terms. You also had survey attempts automatically rejected by our system
  because your IP address was flagged as a threat by the IP databases we use.
  
  While we appreciate your interest in Toluna and regret
  the inconvenience, we hope you understand these checks are necessary to secure
  the quality standards of our panel. Toluna reserves the right to terminate any
  account and forfeit all accumulated points in the event that your account shows
  signs of fraud, abuse or suspicious activity. Our clients need to receive
  reliable data from our surveys and therefore we must ensure that this
  requirement is met.
  
  We thank you for your time with Toluna and wish you all
  the best!
  
  Regards,

  The Toluna Team
  

  Customer Answer

  Date: 03/21/2023

  
  
  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:02/23/2023

  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 can’t login to the site which I created a few days ago

  Business Response

  Date: 02/24/2023

  Hello ********,
  
  I am sorry about your experience and I will explain below
  the reasons why you are unable to access your account.
  Toluna conducts ongoing quality checks of our members
  across the globe that have been flagged as having the potential to jeopardize
  the quality of our panel.
  
  Your account was suspended by our Data Quality Team on
  February 20th, 2023, because it was flagged during one of their routine panel
  quality checks for having been registered from a different country than the one
  selected upon registration (****** ******* instead of ****** ******). We
  understand mistakes can happen, so, following your complaint we reopened the
  verification process, but I’m afraid your personal information could still not
  be validated.
  
  Providing Toluna with complete and valid contact information,
  including your full legal name and a valid home address, are part of our Site
  Terms and a necessary condition to be able to use your account on our site. You
  agree to provide only accurate, current and complete registration information and
  to keep that information updated in order to maintain its accuracy. Toluna may terminate
  your membership and forfeit any accumulated points if you fail to provide or
  keep your personal information accurate and complete.
  
  Considering this provision from our Site Terms was not
  respected, your account was terminated.
  
  We regret the inconvenience caused, 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. I'm sorry to
  inform you that the decision to close your account is final and has been the
  result of a thorough investigation.
  
  Kind regards,
  Mariana P******

• Initial Complaint

  Date:02/14/2023

  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 a member for 40 days or so, during that time I managed to earn around 400k points.
  I try to log in everyday to maintain my progress, and today when I tried to log in to check for ***** gift cards _ there hasn't been any for almost two weeks now! _ an error appeared which reads: Authentication failed, please try again later.
  I then tried to change my password, entered my email, but I never received one!
  I then proceeded to contact the support, they suggested I try the 'forgot password' button, I explained that I've already done that, and asked them to look into the issue as I've done nothing wrong.

  Business Response

  Date: 03/01/2023

  Hello *******,
  
  Thank you for reaching out.
  As explained by our support team in ticket #*******, your
  account was suspended for the quality reasons mentioned in our reply.
  We would be happy to give you a second chance and reopen
  the verification process for your account if you can confirm your full legal
  name and home address in response to the above ticket number.
  
  Providing your full legal name and accurate and complete
  address is part of our Site Terms and a necessary condition to be able to use an account on our site. This information is used for incentive processing
  purposes as also mentioned in our Site Terms and Privacy Policy.
  
  Looking forward to hearing from you!
  Kind regards,
  Mariana P******

• Initial Complaint

  Date:10/31/2022

  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 participated in taking surveys with this company, I obtained over 57,000 points to redeem for a gift card. I am unable to redeem my gift card. When I went to the rewards section and chose my card I push the redeem button under the card I wanted to select. It absolutely does not work, it does not work on any of the gift cards that are redeemable. I emailed the company with no response. And I am no longer receiving emails from them about taking surveys. It is not fair that they’re doing this to so many people that are taking the surveys, it is such a waste of time and they just seem to keep getting away with it. I would like to be able to redeem my points for a gift card. At no point in time did they tell me that my account was suspended or I had done something wrong. They just are not allowing me to redeem my gift card.

  Business Response

  Date: 11/01/2022

  Hello *****,
  
  We are sorry to hear about your experience.
  
  I would like to reassure you that our site is functioning properly and after having checked
  your account I can confirm you do not need to worry, as there is nothing wrong
  with it. Your account is active and I see you managed to take surveys and also request a $15 *******
  gift card on Oct 31st, which is currently processing.
  We did not receive any tickets from you with requests for
  assistance. Our contact form is easy to find, it’s at the bottom of the home
  page ************************************ and you can also find it in the footer of any survey invite. Please use this
  link to contact us going forward and we will be happy to assist you with any and
  all requests you might have.
  
  Following this complaint, our support team has also proactively
  reached out to you in ticket #******* to assist you with anything else you
  might need.
  
  Kind regards,
  Mariana P******

• Initial Complaint

  Date:09/30/2022

  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.

  Like many of the other complaints filed regarding Toluna, on 8/24/22 after completing the required amount of surveys for redemption, I submitted a request to redeem the rewards earned. On this same day, at 8:55 am, I received a confirmation for this request from Toluna indicating that payment would be forthcoming within 2-3 weeks. After this period had expired no payment had been provided and I contacted Toluna and like many others complainants here, given a barrage of excuses indicating that I had somehow violated ONE survey provision. Today, I received another excuse that the main reasons, was "Although our client flagged your responses in proje** **********-Aug, the main reasons why your account has been suspended is because the personal details provided in your account could not be validated as accurate through our regular validation channels." My profile was never in question nor an issue while participating in the many surveys taken, nor was I ever notified of any issues. This is deceitful and an attempt to avoid payment of the rewards while defrauding participants.

  Business Response

  Date: 10/17/2022

  Hello ****,
  
  Thank you for contacting us also through BBB.
  
  As we explained in detail in ticket #*******, your first 3 paypal
  payment requests were rejected because there was no
  ****** handle listed in your account, so our Incentive team had no way of
  finalizing the transactions. Your last ****** payment request was cancelled as
  a result of your account being suspended for not respecting our Site Terms.
  
  The main reason behind
  your account’s suspension is the fact that the personal information
  provided in your account could not be validated. You submitted as your home
  address an address which belongs to a ** ****** ******.
  We remind you that, according to our Site
  Terms “you must complete the online registration form and must
  provide Toluna with complete and valid contact information, including your full
  legal name, home address, and valid e-mail address, together with all other
  requested information. Your account must have a unique and valid e-mail address
  and password. You agree to provide only accurate, current and complete
  registration information and to keep that information updated in order to
  maintain its accuracy. Toluna may terminate or suspend your membership and you
  may forfeit your Points if you fail to provide or keep your personal
  information accurate and complete.”
  
  As we
  believe in second chances, we gave you the opportunity to provide the above
  mentioned details so that we may perform a manual review of your account and
  reopen the validation process. You submitted also in ticket #******* the same address
  from the ** ****** ****** as your home address.
  We will not
  be able to re-activate your account and process any payment unless you provide personal
  details that are validated by our checks as being accurate.
  
  We need all
  our influencers to provide only honest and accurate personal
  information to ensure the highest quality standards for our panel.
  
  Should you
  be willing to cooperate and provide honest and accurate personal information in
  ticket #*******, we will be more than happy to follow up and reopen your
  account to process your payment. Otherwise your account will remain suspended and
  we are within our Terms to stand by this decision.
  
  Kind regards,
  Mariana
  P******

  Customer Answer

  Date: 10/17/2022

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

   

  I earned the funds by participating in the surveys offered by Toluna.  My email address and home mailing address were provided to Toluna at the invitation to participate on its platform.  It has been years that I have been with Toluna, yet it refuses to honor my redemption.  I am requesting that my points be redeemed for the rewards earned.  I am no longer seeking to participate further in this platform because of the dishonesty and refusal to pay.  Per several survey review sites, *********** *********** etc, there are many, many complaints similar to my position, that Toluna has closed accounts upon attempts to redeem points.  This is fraudulent.

   

  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 10/19/2022

  Hello ****,
  
  You have opened this account on Dec 06th 2021 and all your rewards requests so far have been canceled for the reasons we have already
  mentioned, that are violating our Site Terms.
  As you did not provide a valid residential address (home address)
  where your name can be verified, your personal details could not be verified as
  accurate. As your account did not pass our validation process, we are unable to
  reactivate it to process your payment.
  
  Prior to this account, you had another account with the e-mail
  address ****************** opened on Feb 13th 2018 which was terminated
  the next day, on Feb 14th 2018, for the same reason - invalid personal details. This is another violation of our Site Terms that state "If
  your membership or your access to the Site is terminated or suspended for
  any reason, you must not access the Website without our prior written consent."
  
  Considering the multiple violations of our Site Terms and your unwillingness
  to cooperate and provide accurate and honest personal information, there is
  nothing else to add and we stand by our original statement.
  
  Kind regards,

• Initial Complaint

  Date:09/27/2022

  Type:Delivery 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.

  Over the last couple of months I earned points that could be traded in for gift cards by completing market research at Toluna.com. On September 5th I had earned enough points to trade in for a $10 ****** gift card and a $30 ****** card. I was informed it could take 2-3 weeks and to check my account for the status. It had been some time and I hadn't received anything so I tried to log in to my account and was unable to. My password was saved but I tried to reset my password anyway and never received an email. I contacted the site on September 23, after a couple emails, was told that I consistently violated their terms of service and my account was suspended, but only after I mentioned filing a complaint with BBB. I was never notified before requesting payout that I was making violations, nor was I ever notified of a suspension. I have requested to know what those violations were exactly but have not heard back.

  Business Response

  Date: 10/11/2022

  Hello ********,
  
  Thank you for reaching out.
  
  We have detailed the reasons for your account suspension in ticket
  #******* that you have opened with our support team.
  Our clients
  make important business decisions based on responses from our members in their
  surveys so we have strict quality controls implemented, to make sure they are
  part of the target the client is looking for and maintain an honest and
  accurate sample.
  We hope you found the explanations and the resolution we provided satisfactory.
  
  Kind regards,
  Mariana P******

• Initial Complaint

  Date:08/03/2022

  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 took several surveys on the site. There were no problems taking surveys. Then I tried to redeem the points for gift cards. The first two times the points were returned. (They alleged that there were problems verifying my info and that this would be disrupted by things like proxy servers and vpn's. I don't use any of this.) The third time, as the order was processing, I was locked out of my account. I contacted the company again and was given the familiar boilerplate: "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 many other complaints on many other sites note, this seems to happen when you try to actually redeem your points. (In other words, it seems the "regular quality reviews" that lock people out of the site happen when you try to actually get paid.) Indeed, it happens far too frequently to be a coincidence. I have not been informed as to what my violation is--nor do I think I committed one. This is an unfortunate situation that has played out exactly the same as the many other complaints one can read everywhere online (which I wish I had checked beforehand): you try to redeem your points and all of the sudden there is a problem and you have been kicked out. I would like to redeem my accumulated points and will be happy to never work with this company again after I am provided the compensation for the surveys I took (and for which they accepted the data).

  Business Response

  Date: 08/11/2022

  Hello *******,
  
  I’m terribly sorry to read about your opinion and I would
  like to apologize if your experience on our site did not leave up to your expectations.
  We hope to offer you a stellar experience going forward.
  
  We do have indeed many quality checks in place that start
  from registration and continue to pre survey and post survey completion up to suspicious
  redemption and many other. I would like to reassure you that it is not related in
  any way to member’s balance. It’s the overall account activity that is being
  checked when there are flags raised.
  
  Our support team has detailed the reasons for your temporary
  suspension in ticket # ****** and after the in depth review, you regained full
  access to your account on August 4th.
  The 3 Amazon voucher requests have already been processed
  and sent to you. We hope you are satisfied with the resolution and you will give us the
  opportunity to change your opinion about Toluna for the better.
  
  Keep influencing your world!