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: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

• 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.