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:06/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I redeemed my points on 6/8/25 for a Target eGift and I have not received it.06/08/2025 Gift Redeemed - Target eGift Card 15.0 USD - Order #******* I emailed customer service and received a generic respond that it usually takes a few days to receive it. It has been 13 days and I still have not received the eGift card. I am really disappointed because I worked hard to accumulate my points. I am hoping Toluna acts in good conscience and email me the eGift card.

  Business Response

  Date: 07/01/2025

  Hello ****,

  Thank you for reaching out. 

  We completely understand how important it is for you to receive your rewards without delay, and we sincerely apologize for any inconvenience caused by the extended processing time.
  Please rest assured that our team is actively monitoring all pending gift card requests, and we are working closely with our partner to ensure your reward is delivered as quickly as possible. As soon as there is an update to the status of your requestspecifically when it moves beyond the "Processing" stageyou will receive an automatic email notification from ****************************************************************************************.
  We genuinely appreciate your continued patience and understanding. 

  
  Wishing you a great day ahead,

  The Toluna Team

• Initial Complaint

  Date:06/18/2025

  Type:Billing 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 trying to cash out 30$ for two weeks now and they continue to put the money back in my account claiming it was unsuccessful. Now all the sudden they randomly decided to close my account and take my 30$ with no explanation.

  Business Response

  Date: 07/07/2025

  Hello ****,

  Thank you for reaching out and for your patience during our review process.
  After a thorough reassessment of your account, weve decided to offer you another opportunity to continue participating in the Toluna community. Your account has now been reactivated, and you should be able to log in and resume activity as normal.
  As part of our commitment to maintaining a high-quality and secure panel environment, our system performs regular quality checks to ensure that all members adhere to our participation guidelines. Your account was temporarily suspended as a precaution due to certain patterns that flagged our attention during one of these checks.
  We understand that sometimes these measures may also impact well-intentioned members, and we truly appreciate your understanding. Going forward, we encourage you to continue engaging thoughtfully and honestly in all surveys and community activities.

  
  If you encounter any issues or have questions, please dont hesitate to contact our support team. Were here to help.
  Welcome back to Toluna!
  The Toluna Team 

• Initial Complaint

  Date:05/05/2025

  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 created an account on Toluna in June 2024. Since then I accumulated points and redeemed those points for $20 worth of gift cards in July 2024 and September 2024. I accumulated enough points for a redemption sometime around the end of last year. Since then I've been waiting to be able to redeem my points against gift cards because Toluna only offered donations to charities in lieu of points. Gift cards finally appeared in April 2024 and when I redeemed my points for a gift card, I received a *** to redeem my gift card however when I clicked on the *** I received an error message saying that my redemption request was bring reviewed. I reached out to customer service after trying for over a week. ******** service out of the blue flagged issues related to integrity and security checks. 15 days later when I followed up I was informed that I did not pass "their verification checks" and that I did not meet the requirements of their "fraud prevention measures". Next when I tried logging into my account I got an error message about invalid login details even though I didn't change my login details. I am worried that Toluna has deleted/suspended my account because they don't have the funds to process my gift card redemption (they are broke) I have redeemed points for gift cards and corresponded with customer service through the same email id for my ********************** account in the past but never did they flag any "fraudulent" activities then. The fraud prevention excuse seems to be a ruse to get out of paying panelists for their efforts. Please help me to either get my redeemed points back or my gift card. I have a feeling that Toluna is using scummy tactics to avoid paying up

  Business Response

  Date: 05/09/2025

  Hello Gaurav,
  We have addressed in detail the situation of your account in ticket #*******.
  Should you have further feedback to *****, ***'t hesitate to contact us. 
  Kind regards,
  The Toluna Influencers Team
  
  
  

  Customer Answer

  Date: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/30/2024

  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.

  I'm filing a complaint with regards to my account that I created in September of 2024. I had filed a ticket about a few days back about being unable to reset my password, only to be informed that my account had been closed exactly a day after I had created the account due to "quality" issues. I believe that my account may have been suspended in error, and would like to request that my account be manually reviewed, and it to be reopened on a probationary basis if possible.

  Business Response

  Date: 01/15/2025

  Hello ********,
  
  Following up on ticket #*******, we want to confirm that your account was suspended in accordance with our Site Terms of Service due to quality-related concerns.
  This suspension is final and due to the nature of the flags on your account, we are unable to allow further participation on our site.
  
  We regret that this is the outcome and wish you all the best moving forward.
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 01/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/30/2024

  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.

  Hello, I signed up to Toluna in the last few weeks, to earn money for completing surveys. I am a member of several similar sites, and pride myself on answering honestly. I attempted to log in a few times over the last few days, and an error appeared. I clicked Forgot Password, and was not sent the reset password email. When I contacted Toluna they replied to say my account has been deactivated due to inconsistencies in my answers. When I googled this, I see that this is a recurring action against members by Toluna. Like countless others, I have spent many hours completing surveys, submitting them successfully, and building up points. These points were awarded for submitting acceptable, and completed surveys. They have not only rescinded these points (which are exchanged for vouchers once the target is reached), but they have fully cancelled my account so I have absolutely no access, even to see how many points that had accumulated. This is appalling treatment and should certainly be investigated and dealt with accordingly. Many thanks,*****

  Business Response

  Date: 01/15/2025

  Hello Grace,
  
  Following up on ticket #*******, we want to confirm that your account was suspended in accordance with our Site Terms of Service due to quality-related concerns.
  This suspension is final, meaning that any remaining points in your account have been forfeited. Due to the nature of the flags on your account, we are unable to allow further participation on our site.
  
  We regret that this is the outcome and wish you all the best moving forward.
  Kind regards,
  The Toluna Team

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because:   

  There is absolutely no explanation here. I was not provided with a reason to justify losing out on my valuable time and the points that I earned. It's disgraceful that this company would take advantage of their members like this. There is not even a warning, to give a member the opportunity to improve their survey skills before being rudely and abruptly removed from the site. It's disgusting treatment.

  Business Response

  Date: 01/16/2025

  Dear *****,
  
  At Toluna, we are dedicated to upholding the integrity of our community and ensuring a positive experience for our members.
  As part of our routine panel quality reviews, we identified discrepancies in your account and survey participation that do not align with our quality standards.
  
  As a result, your Toluna account has been suspended, and any accrued earnings have been forfeited in accordance with our Terms of Service.Specifically, multiple surveys flagged your responses as invalid by our clients, leading to terminations due to fraudulent activity. Additionally,there were indications that you accessed surveys from a different location than the country of registration.
  
  We understand this situation may be disappointing, and we regret having to take this action. Thank you for your understanding.
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:12/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November *******, I just processed my order details worth 250pesos from TOLUNA and be delivered to my ****** account. Normally , it takes 3weeks to be delivered but Up until at present. I haven't received the fund on my ****** ac ct have been doing this often so I know and this is the first time happened. I raised up and submit a ticket to toluna and keeps on telling me the same reasons. It's unbelievable because they haven't done uo to any solution. Pls help me because I am unemployed I need every cent. Pls reply through my email ************************** you. Happy holidays.

  Business Response

  Date: 01/13/2025

  Dear *****,
  
  Thank you for your patience, and we sincerely apologize that our usual 3 weeks timeframe for processing ****** payments has been surpassed.
  
  You should have already received an email confirming that your ****** payment has been completed.
  
  Thank you again for your patience, understanding, and contributions to our community. We truly value your participation.
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:05/17/2024

  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 awards people gift cards for filling out surveys. Anyway, to date I have been awarded 2 Amazon gift cards. The second one they sent me was a duplicate of my first one. You cannot usevthe same card twice. I have tried 6x to get this resolved, and they keep sending me AI responses, asking me to explain the issue. As stated earlier, I have followed through with this 6x. Please help me, this is fraudulent. Thank you for your time.

  Business Response

  Date: 05/28/2024

  Hello ****,
  
  We are pleased to confirm that the two distinct reward links were sent to you once the payment requests were processed. Additionally, our support staff has resent these links in ticket #*******.
  
  We would also like to take this opportunity to remind you of our Member Code of Conduct, which advises against using harassing or offensive language both on our website and in communications with our staff. We kindly ask that all communications remain respectful and free of explicit or profane language. Failure to adhere to these guidelines may result in the termination of your membership in our panel.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:03/11/2024

  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.

  3/11/23 I have made multiple attempts to reset my password and have received multiple emails notifying me that I would receive a password reset email. I have yet to receive it. I've looked through my spam folders and junk folders to no avail. All i want to do it recover my account so i can continue to use this app on my phone. I've tried calling their phone number at their ******, ** location but was notified that it is no longer in service. I'd just like an actual email or phone call to resolve this issue.

  Business Response

  Date: 03/22/2024

  Hello ****,
  
  As we explained in ticket #******* accounts are occasionally closed when our systems detect activity that could negatively impact the integrity of our processes. As such, the account is temporarily suspended so that we may perform an in-depth review of your activity.
  After this review we have decided to reopen your account on probation.
  
  To avoid your account being flagged and suspended again in the future, please take your time to provide thoughtful and careful responses to each question in upcoming studies and make sure your personal information are always accurate, complete and up to date.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:03/04/2024

  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 is a survey website. They give points per every survey answered and completed. Surveys range from 5-30 minutes and take time to complete. I had completed enough surveys to have enough points to exchange for money, or gift card, and then my account was suspended. They refuse to credit my points. I was working on this for a month, and they give me no reason as to why.

  Business Response

  Date: 03/11/2024

  Dear *******,
  
  Our support team has explained in detail the reasons for the suspension of your account in ticket #*******.
  
  To avoid your account being flagged and suspended in the future, please take your time to provide thoughtful and careful responses to each question in the upcoming studies.
  Also, please make sure to update your contact information immediately after logging in to your Toluna account and maintain its accuracy.
  
  Should you have any additional concerns or require further clarification, please don't hesitate to reach out to us. Our support team is ready to assist you.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:01/03/2024

  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 would like to file a complaint against the Toluna site. I was an active member of the site, participating in surveys when they were available, and it took me a long time to reach the required points balance. After that, I asked to redeem my points. Then guess what happened, after several weeks of waiting, they sent an email apologizing for their inability. I am processing the refund request and after that I tried to log in to my account repeatedly but it seems like it has been closed. Well at least they can tell me that I don't have to try for more than 10 attempts and all the site tells me is that something is wrong. I understand that they are trying to evade the payment and this is one way. This is unacceptable and is considered clear fraud. I demand compensation from them for the time I wasted there, in addition to that they should be more professional regarding this.

  Business Response

  Date: 01/18/2024

  Dear *******,
  
  We regret any dissatisfaction you may have encountered while utilizing Toluna, and we apologize if it conveyed the impression of unfair practices towards our members. Please be assured that fairness remains a fundamental value for us.
  
  According to our Terms of Use and Membership, we reserve the right to monitor member activity. If accounts display signs of fraud or abuse,they may be terminated, and accumulated points forfeited. The suspension of your account is based on factors outlined below.
  
  We are committed to providing a rewarding experience for Toluna Influencers and ensuring high-quality data for our clients. Ongoing quality checks revealed flags related to your survey participation, indicating potential issues with your activity. Additionally, your registration information couldn't be verified through our usual channels.
  
  Multiple Toluna accounts, including yours, share similarities, suggesting suspicious activity. Despite this, we believe in second chances. Confirming your personal details can reopen the verification process. If compliant with our Terms & Conditions, your account may be reinstated on probation. Otherwise, membership remains terminated.
  
  Furthermore, we'd like to clarify that our support team did not receive any e-mail from you. We initiated contact with you in ticket #******* following this complaint.
  
  Thank you for your understanding.
  The Toluna Team