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: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******

• 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,