Complaints

This profile includes complaints for Virtual Incentives LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Virtual Incentives LLC

  6 Depot Sq Cold Spring, NY 10516-3001

  
• 

  Virtual Incentives LLC

  PO Box 35 Cold Spring, NY 10516-0035

  

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:06/10/2026

  Type:Product 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.

  On April 6, 2026, I redeemed compensation earned from a Sago / FocusGroup research study.The reward was for a $125 REMOVEDCard. The redemption request appears in the Sago Wallet system under Request ID REMOVEDSago Wallet system currently shows the reward status as "Paid."Despite the reward being marked Paid, I have never received the compensation.More than two months have passed since the redemption request was submitted. I have checked my mail regularly and no card has been received. I attempted to contact support through the reward platform but did not receive a satisfactory response.This is not a delayed payment issue. The system indicates that payment has already been made. If payment was actually made, then the compensation was not delivered. If payment was not made, then the system status is inaccurate.I completed the research activity in good faith and earned this compensation. I am requesting immediate resolution through reissuance of the full $125 compensation by mail, electronic gift card, prepaid card, REMOVED, or another available payment method.I am not seeking an explanation. I am seeking delivery of the compensation that was earned and that the system already reflects as paid.

  Business Response

  Date: 06/11/2026

  Thank you for bringing this to our attention. Virtual Incentives takes every reward inquiry seriously, and we appreciate the opportunity to clarify the status of this reward.
  
  We have reviewed the reward associated with Request ID REMOVED. The $125 reward was funded and issued on May 27, 2026, at which point a reward email was sent to the address on file. This is what is reflected by the "Paid" status REMOVEDsees in the Sago Wallet: the reward has been fully funded and made available to him through our platform. That status indicates the reward has been issued, not that a physical card has yet been printed and mailed.
  
  For a physical REMOVEDcard specifically, issuance and shipment are two separate steps. A physical card is not produced or mailed until the recipient completes redemption by clicking the link in the reward email and confirming a current mailing address. Our records that this redemption step has not yet been completed, which is the reason no card has arrived despite the "Paid" status. No funds have been lost, and the reward remains fully available for redemption.
  
  Once REMOVEDcompletes redemption, his card will be processed for shipment.
  
  To assist REMOVEDon June 10, 2026 we re-sent the reward email to the address on file and contacted him directly with redemption instructions. The email is sent from REMOVEDso we recommend checking spam, junk, and promotions folders and searching for that sender. If he is unable to locate the email or needs assistance completing redemption, he can contact us at REMOVEDreferencing Request ID REMOVEDand we will be glad to help.
  
  Thank you. 

  Customer Answer

  Date: 06/16/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  TO THE VIRTUAL INCENTIVE COMPANY:

  With all due respect, I cannot yet accept your response. The narrative you are giving is not adequate and does not make sense. First of all, you indicated on 05/27/26 an email was sent to me indicating that the $125 was "funded and issued" but no such email was ever received. I checked my spam folder as well. Your response went on to say that even though the $125 was issued, a physical card was not printed and mailed. That makes absolutely no sense whatsoever. If the reward was not sent to me, then how has it been issued? I did receive an email on 06/10/26 as your response indicated, and I believe I have "redeemed" the $125 successfully. Based on the ridiculously complicated steps involved though, perhaps I did not.
  
  Again, with all due respect, this process is intentionally confusing and complicated and borderline fraudulent. If I, a millennial who was raised on computers and am highly technologically literate, am having issues redeeming rewards, then I can only imagine the complications others are going through. Before all of that though, it is absolutely inappropriate for there to be months-long gaps from completion of a focus group to receiving the incentive. I requested my incentive on 04/06/26. Here we are going on 3 MONTHS LATER and I have not received my reward. It took almost 2 MONTHS just for you to (inaccurately) process or "issue" (or whatever you want to call it) my incentive. Then you introduce multiple other steps to then redeem the original incentive, having to wait another 7-10 BUSINESS DAYS to receive the incentive.
  
  I have done focus groups for multiple other companies over the years including Fieldwork Dallas and REMOVEDResearch and others. None of these companies have this ridiculously long and fraudulent process. With each of them, no matter the method of reimbursement, I have my incentive within days (let alone weeks or months). This must be fixed immediately. It is not lost on me that you are intentionally making this process long and difficult in hopes that some participants forget or are not understanding enough to acquire their rewards and just give up.
  
  As for my particular case, I will not accept any response from Virtual Incentive until the $125 card that is rightfully mine has been received. Once it has, I will accept your response. I am utterly disgusted by this process and implore you to fix this unethical system of yours.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 06/17/2026

  Dear REMOVEDcan confirm that your reward was successfully claimed and has shipped to the address that you provided. You should receive your physical REMOVEDcard within the next few business days. 

  On the overall timeline: the period between your study completion on April 6 and the reward becoming available for redemption is governed by the research program sponsor's approval and funding schedule, not by Virtual Incentives. We distribute a reward only after the sponsor funds and authorizes it.

  With respect to the distinction between a reward being issued and a card being mailed: for physical cards, we do not print and mail until the recipient confirms a current mailing address through the redemption link. This is not an effort to make redemption more difficult, but a security feature that ensures we are sending Cards to the intended recipient and to a current and correct mailing address.

  If you have any further questions or concerns, you can reach the rewards experience team directly at REMOVEDreferencing Request ID REMOVED.

  Thank you,

  REMOVED

  
  

  Customer Answer

  Date: 06/24/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.

  However, with all due respect, your response is bogus. You are intentionally making this process difficult in hopes that some beneficiaries fall through the crack and do not claim rewards. I have my card, but I feel sorry for others.

  
  Sincerely,
  
  REMOVED
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/01/2026

  Type:Product 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 a virtual REMOVEDcard managed by Virtual Incentives (Virtual REMOVEDwith a remaining balance of $27.25. The card expired on May 1, 2026. On that exact day, I opened a customer service ticket (Token: REMOVED because the card was declining and I needed help accessing my remaining funds. The company completely ignored my request and marked the ticket as "Closed" without ever replying or resolving the issue. They have held my $27.25 balance for weeks now without providing any support.

  Business Response

  Date: 06/01/2026

  Dear Better Business Bureau,

  Thank you for the opportunity to respond. We appreciate REMOVEDbringing his concerns to our attention and regret any frustration he experienced in getting this resolved.

  By way of background, REMOVEDheld a reward card with a remaining balance of $27.25 that was being declined at the point of sale. Upon review, we determined that the card was not updating its balance correctly and needed to be replaced. Issuing a replacement required a current customer service token associated with the card so that we could verify the account and transfer the remaining funds. We requested that information, and once REMOVEDprovided it on May 30, 2026, we proceeded with the replacement.

  We also want to address REMOVEDconcern that his ticket was closed without a response. During the relevant period, we transitioned to a new customer support platform. REMOVEDsubmitted several emails regarding the same issue, and our system automatically consolidated those related messages into a single case. The duplicate tickets generated by each email were automatically closed upon being merged, while the primary case remained open and active. We understand how the closure of those duplicate tickets may have given the impression that his request had been disregarded, and we apologize for that confusion. The matter was escalated and remained under active review throughout. We have attached screenshots of our correspondence with REMOVEDwhich reflect our ongoing communication with him throughout this process.

  To resolve this matter, we have issued a replacement physical card that includes the full remaining balance of $27.25. The card has been funded and should arrive within 710 business days. We informed REMOVEDof this resolution by email on June 1, 2026, advising him that the replacement card was on its way and that no further action was required on his part. As of the date of this response, we have not received a reply from REMOVEDacknowledging that notification.

  We value REMOVEDas a recipient and are pleased to have been able to make his balance available to him. Should he have any further questions, he is welcome to contact our support team directly at REMOVEDand we will be glad to assist.

  Sincerely,
  REMOVED

• Initial Complaint

  Date:04/07/2026

  Type:Product 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 am a victim of identity theft and fraudulent activity in my virtual rewards centre account. On March 24th, 2 unauthorized transactions were made in the amount of $190.39 and posted in REMOVED. My phone number and postal code were changed without my consent on the account thus bypassing the 2F authentication, allowing this unauthorized access. I could not call to speak to anyone in person and was directed to email their support centre to report the fraud. I have repeatedly emailed them requesting information on how this breach occurred and the status of their investigation, but only received automated responses. This is a serious breach and security failure. I am seeking immediate investigation and full resolution of the unauthorized charges of $190.39 in the form of a cheque along with the balance $9.61 sent to my address . Due to their security failure, I no longer trust their website or online system. I also want all of my personal information expunged from their database. This company has failed to provide any transparency or accountability regarding this incident. They refuse to provide me with a case or reference number after repeated requests. My total virtual rewards prior to March 24th was $200.

  Business Response

  Date: 04/10/2026

  Thank you for the opportunity to look into your concern. Prior to receiving this complaint, we investigated your claims and determined that due to the circumstances, your Reward would be reissued. You should have received an email yesterday (April 9, 2026) at 12:26 pm EST contacting you about how to reissue your reward. The email came from REMOVEDat REMOVEDPlease respond to her email so we can arrange to reissue your reward. I do see that there were approximately six communications back and forth between you and our Rewards Experience Team. I assure you that these were real people who were actively investigating your concerns and working toward a resolution. 

  Also, there has been no security failure at Virtual Incentives. We believe that your email may have been compromised and suggest that you immediately change your password if you have not already done so and before you provide any information regarding reissuing your reward. We also suggest that you use different passwords for your email and for your cardholder account so that if one is compromised, the other is not compromised as well. 

  With respect to deleting your data, while we are happy to do so, once we delete your personal information from our system, we will not longer be able to provide you with any customer support or verify your account. We suggest that you renew this data deletion request after your reward is reissued and once you have received and spent your funds. At that point, customer support should no longer be required on your account and the data will no longer be necessary.

  Again, please respond to our email of yesterday so that we can reissue your reward as soon as possible. If you still wish to have your personal information expunged immediately, we will comply with the understanding that we will no longer be able to provide customer support. Please confirm or revoke this request in writing.

  Thank you. 

   

   

  Customer Answer

  Date: 04/14/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  [YourThank you for your response and for confirming that my $200 reward will be reissued.
  
  
  However, I did not receive the email referenced in your response from REMOVEDdated April 9, 2026 at 12:26 pm EST. I have checked my inbox, junk/spam folders, and there is no record of this communication. Please resend the email or provide the necessary instructions directly through this BBB channel.
  
  
  I am willing to proceed with the reissue; however, given that my account was previously compromised, including unauthorized changes to my phone number and postal code and unauthorized international transactions, I do not feel it is secure to access or reuse the Virtual REMOVEDplatform.
  
  
  For this reason, I request that the $200 be reissued via cheque mailed to my verified home address.
  
  
  I also want to formally note that I do not agree with the statement that there was no security failure. My account credentials were altered without my authorization, and fraudulent transactions were processed. Regardless of the source of compromise, this indicates that safeguards to protect account information and prevent unauthorized activity were insufficient.
  
  
  Additionally, my attempts to report the fraud were met with automated responses and no meaningful intervention while the transactions were still pending.
  
  
  At this time, my priority is resolution of the reimbursement. I reserve the right to pursue further review of the security and privacy aspects of this incident with the appropriate regulatory bodies.
  
  
  Please confirm next steps and resend the reissue communication.
  
  Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 04/15/2026

  Hello:

  My understanding is that your new email address has been provided to the Reward Experience Team and that you have confirmed with them that your reward can be reissued to you via cash to bank. You will receive a new reward link in the next 48 hours. If you have any issues, please contact our Experience Team manager, REMOVEDat REMOVED.

  Thank you. I hope this resolves your concerns. 

  Customer Answer

  Date: 04/15/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  Dear REMOVED,
  
  
  Thank you for your response.
  
  
  Your summary is not accurate and does not address the substance of my complaint, which relates to suspected fraudulent activity and the security and legitimacy of the reward process.
  
  
  To be clear:
  
  
  I am not consenting to any reward link, and I will not access or use any emailed redemption links.
  I am not accepting bank transfer as a resolution method.
  I am requesting that this matter be treated as a formal complaint involving potential fraud and process integrity concerns, not a routine reward reissuance.
  
  At this stage, I require the following:
  
  Written confirmation that my fraud/security complaint has been formally logged and escalated to the appropriate compliance or investigations team
  Confirmation of the investigation process being used to assess the legitimacy of the original reward issuance and communications
  Identification of alternative secure reimbursement methods that do not rely on emailed links, portal logins, or electronic transfer systems initiated through third-party reward platforms (for example, a cheque issued directly by the responsible issuing institution or another verifiable institutional payment method)
  Written confirmation that no further reward links will be issued while this matter is under review
  
  If this matter cannot be handled within your department, please escalate it to your compliance, fraud, or complaints resolution unit and provide the appropriate contact details for that team.
  
  I expect a written response confirming the above.
  
  Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 04/16/2026

  Please contact our legal department directly at REMOVEDand they will handle your complaint. 

  Thank you,

  REMOVED

  Customer Answer

  Date: 04/16/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

   

  Thank you for the response.
  
  
  I acknowledge that I have been advised a physical card has been issued for reimbursement; however, I have not yet received the card or confirmed access to the funds.
  
  
  For this reason, I am unable to consider this matter resolved at this time.
  
  
  I also note the request to contact your legal department. I will consider that separately; however, I would like this complaint to remain open until reimbursement has been successfully completed.
  
  
  I will confirm resolution once the card is received and the funds are accessible.
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 04/17/2026

  Your communication with the legal department has been received and responded to. Thank you.

• Initial Complaint

  Date:04/01/2026

  Type:Product 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 a research study and was rewarded a REMOVEDgift card on virtual reward center. The value of this REMOVEDcard is &175. I was trying to add this virtual gift card to my Apple wallet, but it does not accept it. I called the custoemr service number REMOVEDand they said there is some type of block on the card that only supervisor can get access to the reason why it won't be added. I was told by one of the REMOVEDon 3/30/2026 that I will be contacted back by the supervisor with 48 hours. After REMOVEDand I had to call back around 12:00 pm EST and the REMOVEDdirectly messaged the supervisor to call me back today. However, I did not receive any calls. What I am asking is very easy. I either need to to send me a physical gift card and waive the fee because I am not able to add to the wallet or they can direct deposit to my bank account. Those two features were the options presented to me when I redeem the gift card. I was told they can't process that which is not reasonable because I can't use the card at local grocery stores since it can't be added to my phone and I don't have the actual phsical card. I don't believe this is the right way to handle business and concerns. Please have them either send me the physical card, or direct deposit to my bank or fixed the block on their end so I can add it to my wallet

  Business Response

  Date: 04/02/2026

  Thank you for the opportunity to review your request. We are sorry that you are not able to add your card to your Apple Wallet. It appears that REMOVEDis blocking this reward from being added due to suspected fraud. Unfortunately, we have no control over REMOVEDand no way to override their decision. The reward can still be used online just not via Apple Pay. Alternatively, you may attempt to contact REMOVEDdirectly to see if they can resolve the Apple Wallet issue.

  If you have any further questions about how you can use your reward, feel free to contact our customer support center. As we respond to calls in order of oldest to newest, repeated calls push the call to the back of the queue again. Please wait for a call back rather than calling multiple times as the system recognizes each call as a new contact. 

  Thank you. 

   

• Initial Complaint

  Date:03/09/2026

  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.

  Virtual REMOVED(Virtual Incentives) is a company used by Sago/REMOVEDfor the processing of virtual rewards (i.e. REMOVEDor Mastercard virtual gift cards). The product is extremely difficult to use, and I suspect intentionally designed this way, so that the company can retain unused balances for itself. Examples of difficulty of use:- The transaction must be for the balance on the card or less (it will not allow a transaction of greater than the amount to be processed, enabling you to split pay). The result is that if your transaction is not exactly the balance, you are leaving money behind.- There is no option to receive a cash out of your remaining balance, even if that balance is small (e.g. under $10, under $5).- A customer is not allowed to use the card for basic and common transactions such as utility bills, cell phone bills, medical bills. This results in the likelihood of only being able to use the card for higher risk online transactions or where the transaction is less than what is on the card, leaving money behind. This is not disclosed in the site's FAQ or REMOVEDWhile the company publishes a phone number for customer service, it only goes to a recording. There is no option to speak to a person. When contacting the company via email, the responses are almost always automated, generated apparently by AI. The net impact to me at present is approximately $273 of my card's balance cannot be used.

  Business Response

  Date: 03/09/2026

  Thank you for bringing your concerns to our attention. We take cardholder feedback seriously, and we genuinely want every recipient to be able to use their rewards fully and without frustration.
  
  To provide some context on how the program works: Virtual Incentives fulfills rewards on behalf of its client, REMOVED, and operates within the rules established by REMOVEDas the Program Sponsor, as well as the rules set by individual merchants. We are not the Card Issuer and do not set the terms under which merchants accept payment. That said, we understand that the practical result of those rules can be genuinely frustrating.
  
  Split-tender transactions (paying with multiple cards or combining a gift card with another payment method) are declined by many though not all merchants. This is a merchant-level setting outside our control.
  
  Recurring payments such as utility, cell phone, and medical bills are commonly restricted by merchants for virtual cards to prevent failed charges when a card balance is insufficient. We recognize that the limitations on merchant acceptance aren't always intuitive, and we will work with our program partners to explore whether clearer guidance can be made available to cardholders.
  
  We do not offer cash-out of remaining balances, as this falls outside the scope of the reward program as designed by our client.
  
  Regarding customer support, our support team is available at REMOVEDand we are committed to responding to cardholders. We were not able to locate recent outreach from you, but we encourage you to contact us directly at REMOVED, reference this BBB complaint, and we will  review your account to explore  available options.
  
  We are sorry this experience has been difficult and we appreciate the chance to address it.

• Initial Complaint

  Date:02/02/2026

  Type:Customer Service 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 tried to use two virtual rewards cards that had an expiration date of today. I had tried to use them online prior to today but they kept getting rejected. The company now has removed the balance on the cards despite the day not being over. The customer service has not assisted me when contacting them. I would like both cards to be reissued. One had a balance of $125 and the other had a balance of $100.

  Business Response

  Date: 02/02/2026

  Thank you for the opportunity to look into this matter. Since the complainant first emailed our Reward Experience Team (RET) on Saturday, we had not yet had a chance to respond prior to submission of this complaint to the BBB. However, a determination had already been made to reissue replacement cards for the unused amount. If the complainant has not already been contacted by the REMOVEDteam regarding the replacement cards, they will be shortly.

  Please note that the REMOVEDexpires these Cards according to UTC time, which we do not have any control over. Please be sure to use the replacement cards prior to the next expiration date UTC time as we are unable to issue replacement cards a second time.

  Thank you!

  
  
  
  
  

   

• Initial Complaint

  Date:01/20/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The account was unjustifiably blocked, causing me to lose ten dollars worth of cards.

  Business Response

  Date: 01/20/2026

  Thank you for the opportunity to look into this complaint. This reward was blocked and then canceled by the Program Sponsor, Toluna. No further information regarding this cancelation is available to us. If you think that this reward was canceled in error, please contact the reward sponsor, REMOVED.

   

   

  
  

  Customer Answer

  Date: 01/23/2026

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

• Initial Complaint

  Date:01/20/2026

  Type:Delivery 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.

  In the email I received from Toluna, when I clicked on the option to redeem the rewards, a prompt appeared saying it was under review. I have no idea why this happened or how to handle it.

  Business Response

  Date: 01/20/2026

  Thank you for the opportunity to respond to this request. Virtual Incentives fulfill rewards on behalf of its clients and in accordance with their program rules. This particular reward was flagged for fraud. Once a reward is blocked for fraud, we do not have the authority to reissue absent a request to do so by the Program Sponsor. If the complainant wishes to dispute this finding, they will need to raise their concern with the program sponsor. 

  Thank you.

  Customer Answer

  Date: 01/21/2026

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

• Initial Complaint

  Date:01/13/2026

  Type:Product 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 am posting this because I earned 2 10 US Dollar virtual REMOVEDcards as rewards from Buff Play. I have earned many rewards from this site and mostly choose the option to go through the "Virtual REMOVEDto activate my cards. NEVER have any of them needed to go "under review" before because it is a reputable service who doesn't throw out fraudulent rewards. I was sent 2 different cards with different links on January 6 2026. When I tried to activate them I got a web page saying "The reward you are trying to claim is under review, please try again later.". I have emailed REMOVEDmore times than I wanted to and am getting no resolution. I want nothing less than what I am entitled to and that's 2 10 US Dollar Virtual REMOVEDcards and since they have a 6 month expiration, I would like them sooner than later and absolutely before that. If this is an issue with Buff Play please say that then, but they have never given me any fraudulent rewards so why start now? Thank You.

  Customer Answer

  Date: 01/14/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.  They sent new links for the virtual cards in question and they have since been activated and are fully functional.  I appreciate the effort but it ONLY happened because I called the phone number posted...emailing got me nowhere.  If you have a complaint call them and their support resolved my complaint in under a day.  REMOVEDand go IU!.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:01/08/2026

  Type:Product 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 received a gift card reward through REMOVED, a paid survey website. However, when I tried to redeem it, it displayed "The reward you are attempting to redeem is currently under review. Please try again later." I have tried several times since then, but it still shows this message. I just want my reward back.

  Business Response

  Date: 01/08/2026

  The complainant has been blocked for fraud. As such, we are not able to reissue this reward. 

  Customer Answer

  Date: 01/10/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hello, you mentioned that the rewards I received involved fraud. Could you please list out the fraudulent behaviors I committed? I have conducted every investigation with my heart and all of them have been rewarded with points. If you believe there is fraud, then could you please outline the criteria for what you consider fraudulent? If you don't provide such criteria, I will continue to lodge complaints.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 01/12/2026

  We stand by our initial response. If you wish to challenge the fraud finding, you may contact the Program sponsor. 

  Thank you.

  Customer Answer

  Date: 01/14/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have contacted the organizer, but they have not replied, nor has the customer service responded. If you have the contact information for customer service, please provide it to me. Also, the reward has already been issued by the organizer, but your company has intercepted it and refused to give me the reward. This is also a fraudulent behavior on your part. I need you to provide me with a detailed process. On what basis did you judge me to be fraudulent? If my issue is not resolved, I will seek to file a complaint against your company with a more authoritative organization.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVEDAva
  
  
  
  
   
  

  Business Response

  Date: 01/15/2026

  We stand by our initial response. Again, you may contact the Program Manager if you have further concerns. 

  Thank you.