Good morning,
Thank you for reaching out regarding the issue with your account. This is the 2nd time this year that your account has been flagged for suspicious activity, and in this instance, we found that you last accessed your account from *** and in trying to
validate your mailing address, we found no one by your name at your specified street and apartment. Because of these factors, it threw up red flags for us that perhaps you were trying to access our US panel while not residing in the country, which is a violation of our terms and conditions
I understand that you may be out of the country at this time, and I have re-opened your account on a probationary basis, so you may request payment. I do strongly recommend waiting until you return to the States to participate in further studies, as our system will block you based on your location, and this will likely result in your account being closed again
Please contact our support team with any additional questions, and you may login any time to request a new payment
Thank you,Toluna Support
Good morning ***
I am so sorry for the trouble you've had with your account, and with reaching out to our support staff. We do get many messages through FB on a daily basis, and at times it can be difficult to follow up immediately with everyone. The message asking for your
Toluna credentials is an automatic reply that we set up so members can provide their information prior to the team following up, and we can get a head-start on investigating the issue. Whenever you send a new message to us, FB automatically re-sends that reply.With regards to the site and survey invitations, there are two different servers which handle email invitations and that host our website, which is why you are not having trouble with our actual surveys. The website has been experiencing intermittent technical problems, which as the team noted, we have been investigating and working to correct for the last few weeks. We do understand all of our member's frustrations when they cannot access their accounts, or redeem their points, and we want to make sure this is taken care of for you ASAPFirst, since the issue has been persisting since the 2nd, can you please try closing all browser windows, then starting over with a fresh *** or *** browser. Delete all cookies and temporary internet files to make sure that any past attempts to login are no longer in your cache, then try to login at us.toluna.com. When I tested logging in to one of our accounts on Mozilla this morning, I did get a "enter your correct Toluna credentials" error at first, but before I could re-enter my password, the page did reload and login on its own, so it's possible that there's a delay in the redirection process that you just need to wait a minute for the site to correct itself.
If that still does not work, please email us at ***, which will connect you with our support staff and we can work with you one on one to get you into your account so you can claim your rewards. I have also asked our social media manager to take a look at your FB correspondence and follow up with you again as well.
I am sorry again for the trouble, please do reach out to us directly for more assistance
Thank you,
StephanieToluna Support
Hi ***
Thank you for trying the troubleshooting steps. Our social media manager did reply to your last message this morning, and we see on Facebook that you read her reply, but you have not responded to it. In order to find a solution to this issue we ask that you please contact us at *** so the team can work with you one on one to solve this and see that your points are redeemed
Thank you,StephanieToluna Support
Good morning MrKlekamp,
We received your Revdex.com complaint and have reviewed your account and activity on the Toluna panel. I can confirm first that the point expiration policy has been in effect since 2010, and is included in our
terms and conditions. Members were notified at the time via our blog of the change to the policy, although considering the years since coming into effect, I do not expect any member to remember that notification. We do not send email notifications regarding the expiration of points, however, if you visit the Points page within your Toluna account, there is a black bar above your activity listing that will appear and tell you of any points that are expiring in the given month
I took a look at your help desk ticket regarding your points, and the information provided by the team is correct. However, I will make an exception for you on this one-time basis, and will refund the points which expired from your account in 2014, which totals $36.00, or 108,points. This credit will be posted to your account by the end of the day today, May 27th, and will be listed as *** in your history. Please do note that this is a one-time credit, and we will not reimburse any additional points that have expired in the past, or will expire going forward. As this policy has been in effect for years now, we hold members responsible for regularly checking their balance, and making note of the expiring points listed in their account. For your reference, points are due to expire for May, tomorrow the 28th, so please be sure to check your account, and request a payment today to avoid any additional potential losses
I am sorry for the inconvenience
Thank you,
Stephanie Nocito
SrIncentive & Community Manager, NA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Beth Tatum
Good morning***,
I am so sorry to hear about the trouble you have been having with the study. The survey sounds familiar, but like the other support team members you've contacted, I'm not positive what the ID # is. Typically, with a study like this, if you were invited to
participate through a partner, and not a direct Toluna invitation, you wouldn't be offered points, so something tells me, there was a mwith the incentive for the study, and I'll have to circle back with the team about that. However, from your description, I have a feeling that our team was looking directly at your Toluna account history, rather than surveys where we worked with a partner (*** in this case), and that's how they concluded the study wasn't finished.To avoid keeping you waiting any longer, I'm going to take your word that the study was completed and will credit $(60,points), directly to your Toluna account - which I see is also registered under***@***.com. This credit is going to be posted within the next few minutes, and will be listed at *** in your account historyPlease note that this will be a one-time credit, and if you have any additional issues with survey credit, please do try to capture the survey ID # so we can fully and properly investigate for you. Again, I am sorry for the troubleThank you,*** *** *** * *** ***Toluna USA
Good morning,
I am very sorry for the delay and long wait with your check payment. You are correct, typically, checks are processed much quicker, unfortunately due to extenuating circumstances, our we have gotten quite behind schedule and we have been unable to provide
accurate timelines for when requests will be mailed up until this point. With regard to your payment though, payment files for the week of your request - and I believe the following weeks as well - are being sent to our processor by Friday of this week (if not tomorrow), and checks will mail out either Tuesday the 4th or Wednesday the 5th.
Honestly, we are embarrassed at how delayed payments are right now, and hope that we can clear our backlog very soon to get back on our regular schedule. The check absolutely will mail next week, but if you would prefer to cancel it, we can do that for you. I would just ask that you email me at ***Rewards@***.com today - July 29th - to confirm, so we can be sure to pull the request from our payment file before it goes to the processor.
Should you choose to cancel the payment, gift cards are being processed within hours, and *** payments are processed within 1-weeks. To note, we have temporarily deactivated the options for both *** and *** while we wait for new inventory to arrive, to avoid further delays in processing for our members
Once again, I truly am sorry for the inconvenience, and hope that this will not continue to be a problem in the future. Please do let me know if you would like to cancel the check request, although this time I can say that the payment will be issued within a week (Finally!)
Best Regards,*** ***SrIncentive & Community Manager, NA*** USA
I appreciate the (strange?) explanation I don't understand it as I have always answered surveys completely and specifically, but I accept the 'reinstatement' of my account and APPRECIATE the fast response both from Toluna and the Revdex.com system
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good morning,
I do apologize for the inconvenience, and trouble, however, in reviewing your case, and following up on the support team's report, I understand why these steps were taken, and it is in Toluna's policy that we may close any account without notice if we determine that our
terms have been violated. In your case, because we were unable to verify your location, your email address domain is from India, among a few other factors contributed to the team suspecting that fraudulent activity may be occurring.
Because I've been able to verify that your survey history and payments are legitimately earned, I've gone ahead and re-opened your account, and credited the $that was not issued through PayPal back to your account. Your remaining 90,000+ points were not removed, so you currently have an available balance of just over 450,points, with which, you may request a new PayPal payment of $150. I'll note not to withhold this payment when it is processed in weeks
Please do note however, that because of your IP and email domain, it sends a red flag to our system that you may not be located within the US, which would be in violation of the policies of our US site. For that reason, your account will be monitored and should any suspicious activity be noted, your account may be subject to closure again
Thank you,StephanieToluna Support
Good morning,
">I am very sorry for the inconvenienceIn reviewing our records, we found that your survey activity was flagged times during separate reviews for fraudulent activity and violation of our policies. These reviews check for several factors, among them are instances where a member has been speeding through surveys, submitting responses that are invalid, or where there is a question of whether a survey was legitimately completed. Once an account is flagged times, it is automatically subject to closure and additional review by our panel team.
In your case, it seems that some of your surveys were flagged due to speeding, resulting in this closure. We have gone ahead and re-opened your account on a probationary basis, wherein you will be able to continue participating in surveys and redeeming points for rewards, but your activity will be monitored for any subsequent suspicious activity. Should we continue to receive flags on your account, it will be subject to further review and possibly permanent closure
Thank you for your understanding,
Toluna Support
Good morning. I am writing in regards to the above complaint #. I thought this was resolved to my satisfaction, but it hasn't, and I would like to re-open this case. I am STILL unable to access my Toluna account to redeem my points for gift cards. The woman that runs the Toluna website on FB, Lauren, has been very helpful, and has tried her best to assist me. I did what Lauren suggested on December 23rd-to go on Toluna's website and go to the contact section and fill out the form and let them know that I am still having problems logging in. I did this earlier this week, and I also called the Toluna office in Wilton, CT this week, and left them a V/M letting them know that I was still having problems logging in. No response from them as of this writing. I would like you to contact the IT Dept and tell them what is going on with my account. I would like to be able to access it and redeem my points. If that is not possible, then I would like for the IT Dept to let me know how many points I have accumulated so far, and then, after they've let me know, redeem my points for me. I want an [redacted] e-[redacted] in either the $25.00 or $50.00 denomination, as well as the Starbucks e-[redacted] in either the $20.00 or the $50.00 denomination, please. I have been checking both of my email accounts in regards to this matter, and as of this writing, they haven't contacted me by email. Thank you for your help in this matter. My phone number is ###-###-####. If I do not answer, please leave a message on my v/m, and I will return your call promptly. Sincerely, [redacted]
Good morning [redacted],
I am sorry for the trouble and inconvenience. Our system has a process which flags accounts when suspicious activity has occurred while participating in a survey. This includes speeding, providing the same answer to all multiple choice questions, or answering...
open-end questions with gibberish. If too many surveys are flagged with this issue, the system will automatically block the account as a way to prevent any fraudulent activity from continuing.
Unfortunately, the flaw in the system is that some accounts do need further review to see what the specific circumstances are, and whether the closure is justified, or whether there may have been a misunderstanding. In your case, I believe there was a misunderstanding, as I do see you have been a loyal member for a number of years now. Likely, there were some circumstances where surveys were completed a bit too quickly, and the result was the system flagged you for it.
However, I have gone ahead and re-opened your account, and your balance of 70,634 points is still available within your account. Again, I am sorry if you have any additional questions.
Best Regards,[redacted]Toluna Support
I appreciation final decision from toluna, I am proud to have been a toluna member for 2 years and over now, yes This is correct my address, and my paypal [redacted], if you send money via paypal,
thanks Toluna
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good morning [redacted],
I'm very sorry for the trouble and misunderstanding. I've been reviewing your account activity, and see that since you joined in July, you've earned close to 700,000 points with us, which sparked our interest, as for most members it takes a considerable amount of...
time to reach that level, and the team preemptively put a hold on your account in order to investigate that surveys were being completed legitimately, and no fraudulent activity was occurring. Unfortunately, we did drop the ball with notifying you of our intention, and for that I am terribly sorry.
I've confirmed with the team that there is no issue with your account, and it has been re-opened in our system. None of your points have been removed, your balance is currently 246,825 points ($82.28), and you may login and request payments as usual. With regard to your payments, your check payment is (Finally!) mailing today, the 17th - our AP department has been on a delay - and your [redacted] requests have been processed.
Again, I am truly sorry for this misunderstanding, and hope you will continue to be a part of our community and panel. If, after cashing out however, you would like us to close your account, you may email us at [redacted] to have this taken care of.
Thank you for your understanding,
[redacted]
[redacted] [redacted]
Toluna USA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
is really not fair, because I spend time truthful and thoughtful to answer survey in toluna, I really to sad about that, I only accept payment paypal, not a check payment, I can give toluna bad review in survey police, if you cant send money via paypal.
thank you
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good morning [redacted],
I am very sorry for this inconvenience, but thank you for writing in. Your account was flagged in our recent fraud reviews, as being part of a larger group of members that were linked due to having the same IP address, and seeing some patterns in account usage and set...
up. If your account was hacked though, it could explain how this came to be. As far as additional flags, this is internal, and what happened was that in certain surveys you participated in, our clients did not verify your status as complete, and when this occurs multiple times, we flag the account for possible suspicious activity. It does not mean that there's definite fraud, but it's something we consider if other issues arise - in your case, as mentioned, you were linked to a larger group of members.
I've gone ahead and re-opened your account, and not to worry, all of your points are intact. I have placed a note on your account regarding the possible hacking so we can investigate further and hopefully we will not see any future issues. I do recommend logging in as soon as possible to change your account password in case your account has been compromised.
Please do accept our apologies for the inconvenience, and let us know if you have any additional questions.
Thank you,StephanieToluna Support
Good morning [redacted],
I do apologize for this inconvenience, I took a look in our system and found that your account had been closed during a typical review process where your account was flagged 5 times for issues with your survey activity - which may include speeding,...
data quality, inconsistencies, etc. When we reach 5 flags, the account is subject to closure and/or additional review to determine whether our terms were indeed violated, or if it was isolated incidents. In your case, it seems that it was the latter, and the flags were accrued over the years in which you have been a member.
Because of your long membership, and seeing that these were mainly issues occurring over time, I've gone ahead and re-opened your account. You may now login and resume participating, and your point balance is still intact. I do have to note that as of the closure date - October 6th - there were 5 flags on your account. Because reviews are ongoing, should additional flags be placed on your account going forward, you may be subject to additional review again to confirm that your activity is in line with our terms.
Please contact our support team with any additional questions.
Best Regards,StephanieToluna Support
Good morning [redacted],I do apologize for the problems you have encountered with your account recently. In reviewing your account and the situation, I can confirm that all of the information that our support team provided is correct, and unfortunately, your account was closed in accordance with our...
terms and conditions because of the flags raised with your survey activity. Typically in these situations all points are forfeited in accordance with our terms, however, we will make an exception for you due to back and forth you experienced finding details about this issue, and will be issuing a check payment for the balance remaining in your account.Currently, your remaining point balance totals 82,090 points, equal to $27.36. Our AP department will issue a check to the address provided both in your Toluna account and with this Revdex.com ticket, and that will be mailed within 3-4 weeks. Unfortunately, due to the number of flags on your account in the past year, I am unable to reinstate your Toluna account at this time.Again, I am very sorry for the turn of events, and trouble you experienced. Please do reach out to our support team if you have further questions.Thank you,StephanieToluna Support
Good morning,
I am very sorry for the inconvenience. First, I've checked our database confirmed that the email address [redacted] is not registered with us, and unless it was...
already deleted (per your note about being contacted by [redacted]), you should not be receiving any communications from Toluna. Regarding the content of the communications, it does sound as though you may be receiving spam email from another person/entity using Toluna's name fraudulently. We would not reach out to anyone regarding offering a position, as we are a market research company, and would only be sending invitations for survey participation, and other relevant account updates.I will contact our IT department to confirm that your email has been removed from our system, however, if you are continuing to receive emails from Toluna - please contact me at [redacted], and let me know. Please forward the last email, and include the sender's address so I can see specifically what email address the notices are being sent from. If it really is an internal message, then we'll be able to tell that person/department to stop emailing you. If it's spam, then we can alert you to that, and see what we can do to have that scam ended.
Again, I am very sorry for the inconvenience. If there's anything more we can do to assist you, please let me know.
Thank you,[redacted]
Good morning,
Thank you for reaching out regarding the issue with your account. This is the 2nd time this year that your account has been flagged for suspicious activity, and in this instance, we found that you last accessed your account from *** and in trying to
validate your mailing address, we found no one by your name at your specified street and apartment. Because of these factors, it threw up red flags for us that perhaps you were trying to access our US panel while not residing in the country, which is a violation of our terms and conditions
I understand that you may be out of the country at this time, and I have re-opened your account on a probationary basis, so you may request payment. I do strongly recommend waiting until you return to the States to participate in further studies, as our system will block you based on your location, and this will likely result in your account being closed again
Please contact our support team with any additional questions, and you may login any time to request a new payment
Thank you,Toluna Support
Good morning ***
I am so sorry for the trouble you've had with your account, and with reaching out to our support staff. We do get many messages through FB on a daily basis, and at times it can be difficult to follow up immediately with everyone. The message asking for your
Toluna credentials is an automatic reply that we set up so members can provide their information prior to the team following up, and we can get a head-start on investigating the issue. Whenever you send a new message to us, FB automatically re-sends that reply.With regards to the site and survey invitations, there are two different servers which handle email invitations and that host our website, which is why you are not having trouble with our actual surveys. The website has been experiencing intermittent technical problems, which as the team noted, we have been investigating and working to correct for the last few weeks. We do understand all of our member's frustrations when they cannot access their accounts, or redeem their points, and we want to make sure this is taken care of for you ASAPFirst, since the issue has been persisting since the 2nd, can you please try closing all browser windows, then starting over with a fresh *** or *** browser. Delete all cookies and temporary internet files to make sure that any past attempts to login are no longer in your cache, then try to login at us.toluna.com. When I tested logging in to one of our accounts on Mozilla this morning, I did get a "enter your correct Toluna credentials" error at first, but before I could re-enter my password, the page did reload and login on its own, so it's possible that there's a delay in the redirection process that you just need to wait a minute for the site to correct itself.
If that still does not work, please email us at ***, which will connect you with our support staff and we can work with you one on one to get you into your account so you can claim your rewards. I have also asked our social media manager to take a look at your FB correspondence and follow up with you again as well.
I am sorry again for the trouble, please do reach out to us directly for more assistance
Thank you,
StephanieToluna Support
Hi ***
Thank you for trying the troubleshooting steps. Our social media manager did reply to your last message this morning, and we see on Facebook that you read her reply, but you have not responded to it. In order to find a solution to this issue we ask that you please contact us at *** so the team can work with you one on one to solve this and see that your points are redeemed
Thank you,StephanieToluna Support
Good morning MrKlekamp,
We received your Revdex.com complaint and have reviewed your account and activity on the Toluna panel. I can confirm first that the point expiration policy has been in effect since 2010, and is included in our
terms and conditions. Members were notified at the time via our blog of the change to the policy, although considering the years since coming into effect, I do not expect any member to remember that notification. We do not send email notifications regarding the expiration of points, however, if you visit the Points page within your Toluna account, there is a black bar above your activity listing that will appear and tell you of any points that are expiring in the given month
I took a look at your help desk ticket regarding your points, and the information provided by the team is correct. However, I will make an exception for you on this one-time basis, and will refund the points which expired from your account in 2014, which totals $36.00, or 108,points. This credit will be posted to your account by the end of the day today, May 27th, and will be listed as *** in your history. Please do note that this is a one-time credit, and we will not reimburse any additional points that have expired in the past, or will expire going forward. As this policy has been in effect for years now, we hold members responsible for regularly checking their balance, and making note of the expiring points listed in their account. For your reference, points are due to expire for May, tomorrow the 28th, so please be sure to check your account, and request a payment today to avoid any additional potential losses
I am sorry for the inconvenience
Thank you,
Stephanie Nocito
SrIncentive & Community Manager, NA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Beth Tatum
Good morning***,
I am so sorry to hear about the trouble you have been having with the study. The survey sounds familiar, but like the other support team members you've contacted, I'm not positive what the ID # is. Typically, with a study like this, if you were invited to
participate through a partner, and not a direct Toluna invitation, you wouldn't be offered points, so something tells me, there was a mwith the incentive for the study, and I'll have to circle back with the team about that. However, from your description, I have a feeling that our team was looking directly at your Toluna account history, rather than surveys where we worked with a partner (*** in this case), and that's how they concluded the study wasn't finished.To avoid keeping you waiting any longer, I'm going to take your word that the study was completed and will credit $(60,points), directly to your Toluna account - which I see is also registered under***@***.com. This credit is going to be posted within the next few minutes, and will be listed at *** in your account historyPlease note that this will be a one-time credit, and if you have any additional issues with survey credit, please do try to capture the survey ID # so we can fully and properly investigate for you. Again, I am sorry for the troubleThank you,*** *** *** * *** ***Toluna USA
Good morning,
I am very sorry for the delay and long wait with your check payment. You are correct, typically, checks are processed much quicker, unfortunately due to extenuating circumstances, our we have gotten quite behind schedule and we have been unable to provide
accurate timelines for when requests will be mailed up until this point. With regard to your payment though, payment files for the week of your request - and I believe the following weeks as well - are being sent to our processor by Friday of this week (if not tomorrow), and checks will mail out either Tuesday the 4th or Wednesday the 5th.
Honestly, we are embarrassed at how delayed payments are right now, and hope that we can clear our backlog very soon to get back on our regular schedule. The check absolutely will mail next week, but if you would prefer to cancel it, we can do that for you. I would just ask that you email me at ***Rewards@***.com today - July 29th - to confirm, so we can be sure to pull the request from our payment file before it goes to the processor.
Should you choose to cancel the payment, gift cards are being processed within hours, and *** payments are processed within 1-weeks. To note, we have temporarily deactivated the options for both *** and *** while we wait for new inventory to arrive, to avoid further delays in processing for our members
Once again, I truly am sorry for the inconvenience, and hope that this will not continue to be a problem in the future. Please do let me know if you would like to cancel the check request, although this time I can say that the payment will be issued within a week (Finally!)
Best Regards,*** ***SrIncentive & Community Manager, NA*** USA
I appreciate the (strange?) explanation I don't understand it as I have always answered surveys completely and specifically, but I accept the 'reinstatement' of my account and APPRECIATE the fast response both from Toluna and the Revdex.com system
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Good morning,
I do apologize for the inconvenience, and trouble, however, in reviewing your case, and following up on the support team's report, I understand why these steps were taken, and it is in Toluna's policy that we may close any account without notice if we determine that our
terms have been violated. In your case, because we were unable to verify your location, your email address domain is from India, among a few other factors contributed to the team suspecting that fraudulent activity may be occurring.
Because I've been able to verify that your survey history and payments are legitimately earned, I've gone ahead and re-opened your account, and credited the $that was not issued through PayPal back to your account. Your remaining 90,000+ points were not removed, so you currently have an available balance of just over 450,points, with which, you may request a new PayPal payment of $150. I'll note not to withhold this payment when it is processed in weeks
Please do note however, that because of your IP and email domain, it sends a red flag to our system that you may not be located within the US, which would be in violation of the policies of our US site. For that reason, your account will be monitored and should any suspicious activity be noted, your account may be subject to closure again
Thank you,StephanieToluna Support
Good morning,
">I am very sorry for the inconvenienceIn reviewing our records, we found that your survey activity was flagged times during separate reviews for fraudulent activity and violation of our policies. These reviews check for several factors, among them are instances where a member has been speeding through surveys, submitting responses that are invalid, or where there is a question of whether a survey was legitimately completed. Once an account is flagged times, it is automatically subject to closure and additional review by our panel team.
In your case, it seems that some of your surveys were flagged due to speeding, resulting in this closure. We have gone ahead and re-opened your account on a probationary basis, wherein you will be able to continue participating in surveys and redeeming points for rewards, but your activity will be monitored for any subsequent suspicious activity. Should we continue to receive flags on your account, it will be subject to further review and possibly permanent closure
Thank you for your understanding,
Toluna Support
Good morning. I am writing in regards to the above complaint #. I thought this was resolved to my satisfaction, but it hasn't, and I would like to re-open this case. I am STILL unable to access my Toluna account to redeem my points for gift cards. The woman that runs the Toluna website on FB, Lauren, has been very helpful, and has tried her best to assist me. I did what Lauren suggested on December 23rd-to go on Toluna's website and go to the contact section and fill out the form and let them know that I am still having problems logging in. I did this earlier this week, and I also called the Toluna office in Wilton, CT this week, and left them a V/M letting them know that I was still having problems logging in. No response from them as of this writing. I would like you to contact the IT Dept and tell them what is going on with my account. I would like to be able to access it and redeem my points. If that is not possible, then I would like for the IT Dept to let me know how many points I have accumulated so far, and then, after they've let me know, redeem my points for me. I want an [redacted] e-[redacted] in either the $25.00 or $50.00 denomination, as well as the Starbucks e-[redacted] in either the $20.00 or the $50.00 denomination, please. I have been checking both of my email accounts in regards to this matter, and as of this writing, they haven't contacted me by email. Thank you for your help in this matter. My phone number is ###-###-####. If I do not answer, please leave a message on my v/m, and I will return your call promptly. Sincerely, [redacted]
Good morning [redacted],
I am sorry for the trouble and inconvenience. Our system has a process which flags accounts when suspicious activity has occurred while participating in a survey. This includes speeding, providing the same answer to all multiple choice questions, or answering...
open-end questions with gibberish. If too many surveys are flagged with this issue, the system will automatically block the account as a way to prevent any fraudulent activity from continuing.
Unfortunately, the flaw in the system is that some accounts do need further review to see what the specific circumstances are, and whether the closure is justified, or whether there may have been a misunderstanding. In your case, I believe there was a misunderstanding, as I do see you have been a loyal member for a number of years now. Likely, there were some circumstances where surveys were completed a bit too quickly, and the result was the system flagged you for it.
However, I have gone ahead and re-opened your account, and your balance of 70,634 points is still available within your account. Again, I am sorry if you have any additional questions.
Best Regards,[redacted]Toluna Support
I appreciation final decision from toluna, I am proud to have been a toluna member for 2 years and over now, yes This is correct my address, and my paypal [redacted], if you send money via paypal,
thanks Toluna
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Good morning [redacted],
I'm very sorry for the trouble and misunderstanding. I've been reviewing your account activity, and see that since you joined in July, you've earned close to 700,000 points with us, which sparked our interest, as for most members it takes a considerable amount of...
time to reach that level, and the team preemptively put a hold on your account in order to investigate that surveys were being completed legitimately, and no fraudulent activity was occurring. Unfortunately, we did drop the ball with notifying you of our intention, and for that I am terribly sorry.
I've confirmed with the team that there is no issue with your account, and it has been re-opened in our system. None of your points have been removed, your balance is currently 246,825 points ($82.28), and you may login and request payments as usual. With regard to your payments, your check payment is (Finally!) mailing today, the 17th - our AP department has been on a delay - and your [redacted] requests have been processed.
Again, I am truly sorry for this misunderstanding, and hope you will continue to be a part of our community and panel. If, after cashing out however, you would like us to close your account, you may email us at [redacted] to have this taken care of.
Thank you for your understanding,
[redacted]
[redacted] [redacted]
Toluna USA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
is really not fair, because I spend time truthful and thoughtful to answer survey in toluna, I really to sad about that, I only accept payment paypal, not a check payment, I can give toluna bad review in survey police, if you cant send money via paypal.
thank you
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good morning [redacted],
I am very sorry for this inconvenience, but thank you for writing in. Your account was flagged in our recent fraud reviews, as being part of a larger group of members that were linked due to having the same IP address, and seeing some patterns in account usage and set...
up. If your account was hacked though, it could explain how this came to be. As far as additional flags, this is internal, and what happened was that in certain surveys you participated in, our clients did not verify your status as complete, and when this occurs multiple times, we flag the account for possible suspicious activity. It does not mean that there's definite fraud, but it's something we consider if other issues arise - in your case, as mentioned, you were linked to a larger group of members.
I've gone ahead and re-opened your account, and not to worry, all of your points are intact. I have placed a note on your account regarding the possible hacking so we can investigate further and hopefully we will not see any future issues. I do recommend logging in as soon as possible to change your account password in case your account has been compromised.
Please do accept our apologies for the inconvenience, and let us know if you have any additional questions.
Thank you,StephanieToluna Support
Good morning [redacted],
I do apologize for this inconvenience, I took a look in our system and found that your account had been closed during a typical review process where your account was flagged 5 times for issues with your survey activity - which may include speeding,...
data quality, inconsistencies, etc. When we reach 5 flags, the account is subject to closure and/or additional review to determine whether our terms were indeed violated, or if it was isolated incidents. In your case, it seems that it was the latter, and the flags were accrued over the years in which you have been a member.
Because of your long membership, and seeing that these were mainly issues occurring over time, I've gone ahead and re-opened your account. You may now login and resume participating, and your point balance is still intact. I do have to note that as of the closure date - October 6th - there were 5 flags on your account. Because reviews are ongoing, should additional flags be placed on your account going forward, you may be subject to additional review again to confirm that your activity is in line with our terms.
Please contact our support team with any additional questions.
Best Regards,StephanieToluna Support
Good morning [redacted],I do apologize for the problems you have encountered with your account recently. In reviewing your account and the situation, I can confirm that all of the information that our support team provided is correct, and unfortunately, your account was closed in accordance with our...
terms and conditions because of the flags raised with your survey activity. Typically in these situations all points are forfeited in accordance with our terms, however, we will make an exception for you due to back and forth you experienced finding details about this issue, and will be issuing a check payment for the balance remaining in your account.Currently, your remaining point balance totals 82,090 points, equal to $27.36. Our AP department will issue a check to the address provided both in your Toluna account and with this Revdex.com ticket, and that will be mailed within 3-4 weeks. Unfortunately, due to the number of flags on your account in the past year, I am unable to reinstate your Toluna account at this time.Again, I am very sorry for the turn of events, and trouble you experienced. Please do reach out to our support team if you have further questions.Thank you,StephanieToluna Support
Good morning,
I am very sorry for the inconvenience. First, I've checked our database confirmed that the email address [redacted] is not registered with us, and unless it was...
already deleted (per your note about being contacted by [redacted]), you should not be receiving any communications from Toluna. Regarding the content of the communications, it does sound as though you may be receiving spam email from another person/entity using Toluna's name fraudulently. We would not reach out to anyone regarding offering a position, as we are a market research company, and would only be sending invitations for survey participation, and other relevant account updates.I will contact our IT department to confirm that your email has been removed from our system, however, if you are continuing to receive emails from Toluna - please contact me at [redacted], and let me know. Please forward the last email, and include the sender's address so I can see specifically what email address the notices are being sent from. If it really is an internal message, then we'll be able to tell that person/department to stop emailing you. If it's spam, then we can alert you to that, and see what we can do to have that scam ended.
Again, I am very sorry for the inconvenience. If there's anything more we can do to assist you, please let me know.
Thank you,[redacted]