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,
I do apologize for this inconvenience. Your account was closed during a standard review of our system, wherein we found some flags on your survey activity, and those flags dealt with inconsistency in survey responses, some instances of speeding through...
surveys, and a few times where there was a discrepancy between our system and our client showing a different status for a session. When several flags are placed on an account it can be subject to closure and additional review, which was the case here.
Seeing that you've been a very active member over the last few years though, I've gone ahead and re-opened your account on a probationary basis while we continue to monitor your activity. I don't expect to see any other issues, but just remind you as always to carefully respond to each question and take your time when participating. None of your points have been removed from your account, and you may now login to your account and continue participating.
Thank you,StephanieToluna Support
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]
Complaint: [redacted]
I am rejecting this response because:1. The delay for the check has been over two months now. My initial request was made on May 26, 2015. At no time was any effort made between then and now to send me a delay notification, apology or bonus incentive to make up for the extenuating wait time.2. I have received the same response from a [redacted] representative on July 14, 2015, as per this message below: "Date: Tue, 14 Jul 2015 06:30:02 -0700 From: [redacted] Subject: Your support case has been addressed Dear We have responded to your case about "Awaiting Reward Redemption from 5/26/2015". The response is: Thank you for your email. Unfortunately, as our Incentive Department informed me, is it too late for the check to be cancelled as the procedures for processing are already developing - it will be done within this week. Thank you for understanding. Have a lovely day and regards, Thank you for contacting us. The [redacted] Team Further information about your case is included below. Please do not reply to this email unless you wish to reopen the case."It is now Wednesday, July 29, 2015, and according to today's respondent, my check was never actually even in processing despite the last representative's emailed reassurance that the check would be processed within the week of July 14, 2015. 3. Again, no further follow-up, delay notification, bonus incentive or even an apology was sent to me to make up for the continued wait time. Instead, [redacted] continually closes my help/support request and marks it "has been addressed" without making discernible or genuine effort to see that my request is personally looked into, the check processed, and the whole case followed up on in a professional and timely manner. 4. No update has been made on the [redacted] Rewards Center to mark a warning on Check payments re: extenuating delays. I have accrued enough points at [redacted].com to submit a request for another reward incentive but I am hesitant to do so until this first prize redemption fully processes and clears.5. It takes a lot for me to have to send a complaint to the Revdex.com: time, energy, and frustration. The fact remains that after multiple email exchanges with [redacted], I still have not received my check reward request within a defined and promised time period. It is clear that there is a disconnect between [redacted]'s customer service department (promise) and incentive department (delivery).Desired response: Until I actually receive this long overdue check and it clears, I cannot consider this complaint resolved or satisfied. A bonus incentive by way of further apology would be appreciated as well. The community also deserves to know what prizes are available or not for redemption, and a time period for prize delivery should be clearly specified and communicated to redeeming members, especially in the case of ongoing, extenuating delays such as this one. Thank you in advance for your attention and expedience in this matter.
Hello [redacted],
Your account was re-opened following your initial complaint and so internally we feel that the Revdex.com complaint has been resolved. As noted, over time your account was flagged 5 times due to issues with your survey activity. You are not being accused of lying, rather, you may have had instances where your survey session was terminated for speeding - completing a survey in half or less the average completion time, which raises concerns regarding quality. Or, it's possible that answers you provided in one section of a survey conflicted with answers in another section. There are a variety of reasons which may raise a flag in our database, and as a matter of course, member accounts reaching 5 flags are subject to additional review.
If you wish to receive more details about those specific incidents, we ask that you please contact our support team directly via the Contact Us link at [redacted], and our support staff can investigate in more detail at what point and why you were flagged.
Regards,StephanieToluna Support
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 $120 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 450,000 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 2 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
Complaint: [redacted]
I am rejecting this response because:
1. The delay for the check has been over two months now. My initial request was made on May 26, 2015. At no time was any effort made between then and now to send me a delay notification, apology or bonus incentive to make up for the extenuating wait time.
2. I have received the same response from a [redacted] representative on July 14, 2015, as per this message below: "Date: Tue, 14 Jul 2015 06:30:02 -0700 From: [redacted] Subject: Your support case has been addressed Dear We have responded to your case about "Awaiting Reward Redemption from 5/26/2015". The response is: Thank you for your email. Unfortunately, as our Incentive Department informed me, is it too late for the check to be cancelled as the procedures for processing are already developing - it will be done within this week. Thank you for understanding. Have a lovely day and regards, Thank you for contacting us. The [redacted] Team Further information about your case is included below. Please do not reply to this email unless you wish to reopen the case."
It is now Wednesday, July 29, 2015, and according to today's respondent, my check was never actually even in processing despite the last representative's emailed reassurance that the check would be processed within the week of July 14, 2015.
3. Again, no further follow-up, delay notification, bonus incentive or even an apology was sent to me to make up for the continued wait time. Instead, [redacted] continually closes my help/support request and marks it "has been addressed" without making discernible or genuine effort to see that my request is personally looked into, the check processed, and the whole case followed up on in a professional and timely manner.
4. No update has been made on the [redacted] Rewards Center to mark a warning on Check payments re: extenuating delays. I have accrued enough points at [redacted].com to submit a request for another reward incentive but I am hesitant to do so until this first prize redemption fully processes and clears.
5. It takes a lot for me to have to send a complaint to the Revdex.com: time, energy, and frustration. The fact remains that after multiple email exchanges with [redacted], I still have not received my check reward request within a defined and promised time period. It is clear that there is a disconnect between [redacted]'s customer service department (promise) and incentive department (delivery).
Desired response: Until I actually receive this long overdue check and it clears, I cannot consider this complaint resolved or satisfied. A bonus incentive by way of further apology would be appreciated as well. The community also deserves to know what prizes are available or not for redemption, and a time period for prize delivery should be clearly specified and communicated to redeeming members, especially in the case of ongoing, extenuating delays such as this one. Thank you in advance for your attention and expedience in this matter.
Hi [redacted]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 [redacted] 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 [redacted]
I'm including my comments that I left with both of your reviews below, as you will see, because your account has been flagged 71 times during your membership, we unfortunately cannot re-open your account.
In addition to the comments below, in checking your...
account, you were left with a balance of 34,115 points - equivalent to $11.37. Typically, these points would be forfeited during an account closure, but I have made a one-time exception, and sent the remaining funds to you via PayPal (our records show that you have been using this same email address for your PayPal transactions). Per PayPal, this transaction is now complete, and the transaction ID # is [redacted]As a final payment has been issued to you, we consider this issue closed. I am sorry that we are unable to reinstate your account.
Best,
StephanieToluna Support
Hello [redacted] I am sorry for this turn of events, however, Toluna runs regular checks of our database to ensure data quality and also to determine that our members are meeting our terms and conditions that they agree to at registration. Should we find members who have repeatedly violated our terms, or have had excessive flags on their survey activity for data quality, fraud, speeding, etc, then it is our responsibility to close those accounts in our database. In reviewing your particular account, we found that since joining Toluna in June, 2013, your account was flagged for speeding through surveys 49 times, and flagged for data quality and inconsistency issues 22 times. Of those 71 occurrences, there were 16 reports of speeding and 5 data/survey issues just in 2016. Unfortunately, because of the high number of flags your account has received, we can no longer invite you to be a member of our site. Again, I do apologize that we are unable to reinstate your account, please feel free to contact our support team via the Contact Us links on our website, if you have any additional questions. Thank you, Toluna Support
Good morning,Your account was re-closed in error, and we're checking with our Database team to see why the status was reversed after we re-opened it on April 27th. We are continuing to monitor your activity, but at this time you should be able to login and continue participating. As of...
this morning, the account is open.Thank you,Toluna Support
Good morning Miss [redacted],
Your account has been closed in accordance with Toluna terms and conditions which state that a member's account may be closed at any time without notice should we discover activity which violates our policies. In your case, in reviewing your account, we found that...
initially, your account registered under [redacted] was blocked on September 22, 2011 with your knowledge, following our support staff and some senior staff members receiving many harassing emails from you at that time. By creating a 2nd account under the email address [redacted] after being informed that you were not longer invited to be a member of Toluna is a further violation of our policies, as members are not permitted multiple accounts.
In addition to having multiple accounts in our system, our help desk has received multiple emails from you demanding payments for surveys where you did not qualify, and threatening to take action against us for questions you felt were not applicable to you, or polls that you felt were inappropriate. While we apologize for any survey that was not the right fit for you, we remind you that survey participation is voluntary, and that as a market research firm, we collect data for our clients on a variety of topics from movies, to consumer products to health conditions and medications. While you may feel that a topic is not appropriate to you, you simply have the option not to participate. I have included a past email from you to our support team below as an example of one of these instances.
With regards to your account, I am sorry that you were not informed of the closure, however Toluna has decided to stand by it's decision to close your account, as at this time, your behavior towards our support staff, and having multiple accounts does violate our code of conduct. As far as your survey payments go, you currently have an available balance of 204,645 points remaining - $68.22. If you reply with your current mailing address we will be happy to have a check issued to you from our AP department so you do not lose your accrued earnings. At this time, your account lists "[redacted]" in [redacted], ** as your address so we cannot issue a payment until you confirm the correct address.
Regards,Toluna Support
Help Desk Ticket Example:
Problem Description:
The below poll is EXTREMELY inappropriate and needs to be removed IMMEDIATELY! You NEVER ask about women's health!QuickVotesUSQuickVotesUS 2 days agoWhich of the following statements best describes your menstrual cycle?I still experience regular menstrual periodsMy menstrual period has stopped because I am pregnant or nursingI have been having irregular menstrual periods for the past 6 monthsI have not had a period for 2 months or longer due to menopauseMy menstrual period has stopped because I had a hysterectomy in which both ovaries were removedI am a MALE and do not have a menstrual cycle
Additional Notes:
I saw yesterday that the poll has been removed. It was extremely inappropriate and you will be called out if you ever post such content again.
Staff Response:
Hi [redacted],We understand you are not comfortable with this sponsored poll and we are sorry you feel offended by it. However, it was posted for statistical reasons and over 2,000 members of our community participated in it so far. Thus many people are interested in the subject, could participate in a related study - for example a survey about menstruation medicines and drugs or period supplies (tampons, pads etc.) - and we would be interested in their opinions.For this reasons, while we apologize again you are offended by this poll, we hope you can understand that it won't be removed from the site.We kindly remind you that the participation in all our studies and activities rests at your choice and all of the data that Toluna collects in our research studies report as aggregate information, that is, information about groups - not individuals. Individual information is never reviewed or published without your consent, as it is irrelevant to the research conducted by our clients. All individual information provided is held confidential in accordance with the terms of our Privacy Policy, which can be reviewed here: [redacted]Thank you and regards,Carrie S[redacted]
Good afternoon [redacted]
In reviewing your account, I see that this is now the 2nd time your account has been flagged and closed for activity not in compliance with our terms and conditions. As you may recall, this issue also occurred in May, and at that time, your...
account was re-opened on a probationary basis.
Between then and now, your account received additional flags regarding inconsistency in survey responses, instances of speeding through surveys, and additional discrepancies between our system and our client showing a different status for a survey. All in all, in 2016, your account has been flagged on 19 separate occasions. At this time, because of the large number of flags, we unfortunately can no longer invite you to be a member of Toluna.
At this time, your account carries a balance of 78,095 points, equivalent to $26.03. While normally these points would be forfeited in accordance with our terms, we are making a one-time exception and will have our AP department issue a check payment to you for this remaining amount. The check will be issued within 3-4 weeks, and will be sent to the address in your account on [redacted]. If this address is incorrect, please contact our support team via the Contact Us link on our website to provide the correct address.
I am sorry for this unfortunate turn of events, however, we do hold our members to the highest standard, and given the issues we have encountered with your survey activity, we sadly cannot re-open your account at this time.
Best Regards,
Toluna Support
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 do apologize for the inconvenience. We perform regular checks of our database for fraudulent and potentially fraudulent activity, and part of those checks include looking at instances in a member's history where surveys appear complete in our system, but the...
client reports that they actually were not at the close of the study. Each time one of these instances is reported, a flag is placed on the member's account, and once a member reaches 5 flags, the account is subject to additional review and closure.
As of May 2nd, your account reached 5 flags, and was closed during the review process. Now, what the reporting didn't say - and we are working on a new process to reset flags after a certain time period- is at what time each flag was placed on your account. Given that you've been a member since 2008, it's possible that these were rare occurrences that occurred over several years, and some may have been due to a technical issue. Aside from the flags, I do not see any issues with your account, and have gone ahead and re-opened it, so you may now login and continue participating.
With regards to your points and [redacted] payment, first, your April 28th [redacted] request was cancelled since the account status was set to blocked. However, those points (360,000 - $120) have not been forfeited, and were returned to your account balance. None of your points have been forfeited at this time, and your current balance is 417,050 points ($139.02). You may request a new payment today, which will be processed by May 23rd.
Again, I am sorry for the confusion. Please do note however, that our system will continue to run our standard checks and should additional flags be placed on your account it will be subject to another full review and potential closure. Please let us know if you have any additional questions.
Best,Toluna Support
Good morning [redacted]
I am so sorry you have experienced this issue yet again. The problem is that our system takes into account any flags accrued over the time of your membership for speeding, data quality, inconsistencies, etc, and tallies them in a single report. Once an account...
reaches a certain number of flags it is closed for violating our terms, and/or is subject to additional review.
In your case, in the 8 years that you have been a member, you have accrued some flags in your activity, and because of this, you keep showing up on our flagged member report causing our database team to close your account. It has been re-opened again, and none of your points have been removed. I've asked our team to note your account information and exclude you from future closures unless we see new flags, or issues that require additional review. The report which we receive regarding account flags is also being reviewed to take into account time limits when activity it flagged, rather than the entirety of a user's membership.
Again, I do apologize for the inconvenience, please let our support team now if you have any additional questions.
Best,StephanieToluna Support
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.
I'm not pleased with this response... as I have been a loyal customer and referred so many friends, but I will move on and find better companies to work with.
Thank you
Sincerely,
[redacted]
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 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 apologize for the trouble you have been experiencing with your account. We are currently reviewing your account history to determine why our system flagged you, and I will get back to you as soon as I have more information.
Thank you,
[redacted]Toluna Support
Good morning [redacted]
I am so sorry you have experienced this issue yet again. The problem is that our system takes into account any flags accrued over the time of your membership for speeding, data quality, inconsistencies, etc, and tallies them in a single report. ...
Once an account reaches a certain number of flags it is closed for violating our terms, and/or is subject to additional review.
In your case, in the 8 years that you have been a member, you have accrued some flags in your activity, and because of this, you keep showing up on our flagged member report causing our database team to close your account. It has been re-opened again, and none of your points have been removed. I've asked our team to note your account information and exclude you from future closures unless we see new flags, or issues that require additional review. The report which we receive regarding account flags is also being reviewed to take into account time limits when activity it flagged, rather than the entirety of a user's membership.
Again, I do apologize for the inconvenience, please let our support team now if you have any additional questions.
Best,StephanieToluna Support
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,
I do apologize for this inconvenience. Your account was closed during a standard review of our system, wherein we found some flags on your survey activity, and those flags dealt with inconsistency in survey responses, some instances of speeding through...
surveys, and a few times where there was a discrepancy between our system and our client showing a different status for a session. When several flags are placed on an account it can be subject to closure and additional review, which was the case here.
Seeing that you've been a very active member over the last few years though, I've gone ahead and re-opened your account on a probationary basis while we continue to monitor your activity. I don't expect to see any other issues, but just remind you as always to carefully respond to each question and take your time when participating. None of your points have been removed from your account, and you may now login to your account and continue participating.
Thank you,StephanieToluna Support
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]
Complaint: [redacted]
I am rejecting this response because:1. The delay for the check has been over two months now. My initial request was made on May 26, 2015. At no time was any effort made between then and now to send me a delay notification, apology or bonus incentive to make up for the extenuating wait time.2. I have received the same response from a [redacted] representative on July 14, 2015, as per this message below: "Date: Tue, 14 Jul 2015 06:30:02 -0700 From: [redacted] Subject: Your support case has been addressed Dear We have responded to your case about "Awaiting Reward Redemption from 5/26/2015". The response is: Thank you for your email. Unfortunately, as our Incentive Department informed me, is it too late for the check to be cancelled as the procedures for processing are already developing - it will be done within this week. Thank you for understanding. Have a lovely day and regards, Thank you for contacting us. The [redacted] Team Further information about your case is included below. Please do not reply to this email unless you wish to reopen the case."It is now Wednesday, July 29, 2015, and according to today's respondent, my check was never actually even in processing despite the last representative's emailed reassurance that the check would be processed within the week of July 14, 2015. 3. Again, no further follow-up, delay notification, bonus incentive or even an apology was sent to me to make up for the continued wait time. Instead, [redacted] continually closes my help/support request and marks it "has been addressed" without making discernible or genuine effort to see that my request is personally looked into, the check processed, and the whole case followed up on in a professional and timely manner. 4. No update has been made on the [redacted] Rewards Center to mark a warning on Check payments re: extenuating delays. I have accrued enough points at [redacted].com to submit a request for another reward incentive but I am hesitant to do so until this first prize redemption fully processes and clears.5. It takes a lot for me to have to send a complaint to the Revdex.com: time, energy, and frustration. The fact remains that after multiple email exchanges with [redacted], I still have not received my check reward request within a defined and promised time period. It is clear that there is a disconnect between [redacted]'s customer service department (promise) and incentive department (delivery).Desired response: Until I actually receive this long overdue check and it clears, I cannot consider this complaint resolved or satisfied. A bonus incentive by way of further apology would be appreciated as well. The community also deserves to know what prizes are available or not for redemption, and a time period for prize delivery should be clearly specified and communicated to redeeming members, especially in the case of ongoing, extenuating delays such as this one. Thank you in advance for your attention and expedience in this matter.
Hello [redacted],
Your account was re-opened following your initial complaint and so internally we feel that the Revdex.com complaint has been resolved. As noted, over time your account was flagged 5 times due to issues with your survey activity. You are not being accused of lying, rather, you may have had instances where your survey session was terminated for speeding - completing a survey in half or less the average completion time, which raises concerns regarding quality. Or, it's possible that answers you provided in one section of a survey conflicted with answers in another section. There are a variety of reasons which may raise a flag in our database, and as a matter of course, member accounts reaching 5 flags are subject to additional review.
If you wish to receive more details about those specific incidents, we ask that you please contact our support team directly via the Contact Us link at [redacted], and our support staff can investigate in more detail at what point and why you were flagged.
Regards,StephanieToluna Support
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 $120 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 450,000 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 2 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
Complaint: [redacted]
I am rejecting this response because:
1. The delay for the check has been over two months now. My initial request was made on May 26, 2015. At no time was any effort made between then and now to send me a delay notification, apology or bonus incentive to make up for the extenuating wait time.
2. I have received the same response from a [redacted] representative on July 14, 2015, as per this message below: "Date: Tue, 14 Jul 2015 06:30:02 -0700 From: [redacted] Subject: Your support case has been addressed Dear We have responded to your case about "Awaiting Reward Redemption from 5/26/2015". The response is: Thank you for your email. Unfortunately, as our Incentive Department informed me, is it too late for the check to be cancelled as the procedures for processing are already developing - it will be done within this week. Thank you for understanding. Have a lovely day and regards, Thank you for contacting us. The [redacted] Team Further information about your case is included below. Please do not reply to this email unless you wish to reopen the case."
It is now Wednesday, July 29, 2015, and according to today's respondent, my check was never actually even in processing despite the last representative's emailed reassurance that the check would be processed within the week of July 14, 2015.
3. Again, no further follow-up, delay notification, bonus incentive or even an apology was sent to me to make up for the continued wait time. Instead, [redacted] continually closes my help/support request and marks it "has been addressed" without making discernible or genuine effort to see that my request is personally looked into, the check processed, and the whole case followed up on in a professional and timely manner.
4. No update has been made on the [redacted] Rewards Center to mark a warning on Check payments re: extenuating delays. I have accrued enough points at [redacted].com to submit a request for another reward incentive but I am hesitant to do so until this first prize redemption fully processes and clears.
5. It takes a lot for me to have to send a complaint to the Revdex.com: time, energy, and frustration. The fact remains that after multiple email exchanges with [redacted], I still have not received my check reward request within a defined and promised time period. It is clear that there is a disconnect between [redacted]'s customer service department (promise) and incentive department (delivery).
Desired response: Until I actually receive this long overdue check and it clears, I cannot consider this complaint resolved or satisfied. A bonus incentive by way of further apology would be appreciated as well. The community also deserves to know what prizes are available or not for redemption, and a time period for prize delivery should be clearly specified and communicated to redeeming members, especially in the case of ongoing, extenuating delays such as this one. Thank you in advance for your attention and expedience in this matter.
Hi [redacted]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 [redacted] 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 [redacted]
I'm including my comments that I left with both of your reviews below, as you will see, because your account has been flagged 71 times during your membership, we unfortunately cannot re-open your account.
In addition to the comments below, in checking your...
account, you were left with a balance of 34,115 points - equivalent to $11.37. Typically, these points would be forfeited during an account closure, but I have made a one-time exception, and sent the remaining funds to you via PayPal (our records show that you have been using this same email address for your PayPal transactions). Per PayPal, this transaction is now complete, and the transaction ID # is [redacted]As a final payment has been issued to you, we consider this issue closed. I am sorry that we are unable to reinstate your account.
Best,
StephanieToluna Support
Hello [redacted] I am sorry for this turn of events, however, Toluna runs regular checks of our database to ensure data quality and also to determine that our members are meeting our terms and conditions that they agree to at registration. Should we find members who have repeatedly violated our terms, or have had excessive flags on their survey activity for data quality, fraud, speeding, etc, then it is our responsibility to close those accounts in our database. In reviewing your particular account, we found that since joining Toluna in June, 2013, your account was flagged for speeding through surveys 49 times, and flagged for data quality and inconsistency issues 22 times. Of those 71 occurrences, there were 16 reports of speeding and 5 data/survey issues just in 2016. Unfortunately, because of the high number of flags your account has received, we can no longer invite you to be a member of our site. Again, I do apologize that we are unable to reinstate your account, please feel free to contact our support team via the Contact Us links on our website, if you have any additional questions. Thank you, Toluna Support
Good morning,Your account was re-closed in error, and we're checking with our Database team to see why the status was reversed after we re-opened it on April 27th. We are continuing to monitor your activity, but at this time you should be able to login and continue participating. As of...
this morning, the account is open.Thank you,Toluna Support
Good morning Miss [redacted],
Your account has been closed in accordance with Toluna terms and conditions which state that a member's account may be closed at any time without notice should we discover activity which violates our policies. In your case, in reviewing your account, we found that...
initially, your account registered under [redacted] was blocked on September 22, 2011 with your knowledge, following our support staff and some senior staff members receiving many harassing emails from you at that time. By creating a 2nd account under the email address [redacted] after being informed that you were not longer invited to be a member of Toluna is a further violation of our policies, as members are not permitted multiple accounts.
In addition to having multiple accounts in our system, our help desk has received multiple emails from you demanding payments for surveys where you did not qualify, and threatening to take action against us for questions you felt were not applicable to you, or polls that you felt were inappropriate. While we apologize for any survey that was not the right fit for you, we remind you that survey participation is voluntary, and that as a market research firm, we collect data for our clients on a variety of topics from movies, to consumer products to health conditions and medications. While you may feel that a topic is not appropriate to you, you simply have the option not to participate. I have included a past email from you to our support team below as an example of one of these instances.
With regards to your account, I am sorry that you were not informed of the closure, however Toluna has decided to stand by it's decision to close your account, as at this time, your behavior towards our support staff, and having multiple accounts does violate our code of conduct. As far as your survey payments go, you currently have an available balance of 204,645 points remaining - $68.22. If you reply with your current mailing address we will be happy to have a check issued to you from our AP department so you do not lose your accrued earnings. At this time, your account lists "[redacted]" in [redacted], ** as your address so we cannot issue a payment until you confirm the correct address.
Regards,Toluna Support
Help Desk Ticket Example:
Problem Description:
The below poll is EXTREMELY inappropriate and needs to be removed IMMEDIATELY! You NEVER ask about women's health!QuickVotesUSQuickVotesUS 2 days agoWhich of the following statements best describes your menstrual cycle?I still experience regular menstrual periodsMy menstrual period has stopped because I am pregnant or nursingI have been having irregular menstrual periods for the past 6 monthsI have not had a period for 2 months or longer due to menopauseMy menstrual period has stopped because I had a hysterectomy in which both ovaries were removedI am a MALE and do not have a menstrual cycle
Additional Notes:
I saw yesterday that the poll has been removed. It was extremely inappropriate and you will be called out if you ever post such content again.
Staff Response:
Hi [redacted],We understand you are not comfortable with this sponsored poll and we are sorry you feel offended by it. However, it was posted for statistical reasons and over 2,000 members of our community participated in it so far. Thus many people are interested in the subject, could participate in a related study - for example a survey about menstruation medicines and drugs or period supplies (tampons, pads etc.) - and we would be interested in their opinions.For this reasons, while we apologize again you are offended by this poll, we hope you can understand that it won't be removed from the site.We kindly remind you that the participation in all our studies and activities rests at your choice and all of the data that Toluna collects in our research studies report as aggregate information, that is, information about groups - not individuals. Individual information is never reviewed or published without your consent, as it is irrelevant to the research conducted by our clients. All individual information provided is held confidential in accordance with the terms of our Privacy Policy, which can be reviewed here: [redacted]Thank you and regards,Carrie S[redacted]
Good afternoon [redacted]
In reviewing your account, I see that this is now the 2nd time your account has been flagged and closed for activity not in compliance with our terms and conditions. As you may recall, this issue also occurred in May, and at that time, your...
account was re-opened on a probationary basis.
Between then and now, your account received additional flags regarding inconsistency in survey responses, instances of speeding through surveys, and additional discrepancies between our system and our client showing a different status for a survey. All in all, in 2016, your account has been flagged on 19 separate occasions. At this time, because of the large number of flags, we unfortunately can no longer invite you to be a member of Toluna.
At this time, your account carries a balance of 78,095 points, equivalent to $26.03. While normally these points would be forfeited in accordance with our terms, we are making a one-time exception and will have our AP department issue a check payment to you for this remaining amount. The check will be issued within 3-4 weeks, and will be sent to the address in your account on [redacted]. If this address is incorrect, please contact our support team via the Contact Us link on our website to provide the correct address.
I am sorry for this unfortunate turn of events, however, we do hold our members to the highest standard, and given the issues we have encountered with your survey activity, we sadly cannot re-open your account at this time.
Best Regards,
Toluna Support
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 do apologize for the inconvenience. We perform regular checks of our database for fraudulent and potentially fraudulent activity, and part of those checks include looking at instances in a member's history where surveys appear complete in our system, but the...
client reports that they actually were not at the close of the study. Each time one of these instances is reported, a flag is placed on the member's account, and once a member reaches 5 flags, the account is subject to additional review and closure.
As of May 2nd, your account reached 5 flags, and was closed during the review process. Now, what the reporting didn't say - and we are working on a new process to reset flags after a certain time period- is at what time each flag was placed on your account. Given that you've been a member since 2008, it's possible that these were rare occurrences that occurred over several years, and some may have been due to a technical issue. Aside from the flags, I do not see any issues with your account, and have gone ahead and re-opened it, so you may now login and continue participating.
With regards to your points and [redacted] payment, first, your April 28th [redacted] request was cancelled since the account status was set to blocked. However, those points (360,000 - $120) have not been forfeited, and were returned to your account balance. None of your points have been forfeited at this time, and your current balance is 417,050 points ($139.02). You may request a new payment today, which will be processed by May 23rd.
Again, I am sorry for the confusion. Please do note however, that our system will continue to run our standard checks and should additional flags be placed on your account it will be subject to another full review and potential closure. Please let us know if you have any additional questions.
Best,Toluna Support
Good morning [redacted]
I am so sorry you have experienced this issue yet again. The problem is that our system takes into account any flags accrued over the time of your membership for speeding, data quality, inconsistencies, etc, and tallies them in a single report. Once an account...
reaches a certain number of flags it is closed for violating our terms, and/or is subject to additional review.
In your case, in the 8 years that you have been a member, you have accrued some flags in your activity, and because of this, you keep showing up on our flagged member report causing our database team to close your account. It has been re-opened again, and none of your points have been removed. I've asked our team to note your account information and exclude you from future closures unless we see new flags, or issues that require additional review. The report which we receive regarding account flags is also being reviewed to take into account time limits when activity it flagged, rather than the entirety of a user's membership.
Again, I do apologize for the inconvenience, please let our support team now if you have any additional questions.
Best,StephanieToluna Support
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.
I'm not pleased with this response... as I have been a loyal customer and referred so many friends, but I will move on and find better companies to work with.
Thank you
Sincerely,
[redacted]
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 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 apologize for the trouble you have been experiencing with your account. We are currently reviewing your account history to determine why our system flagged you, and I will get back to you as soon as I have more information.
Thank you,
[redacted]Toluna Support
Good morning [redacted]
I am so sorry you have experienced this issue yet again. The problem is that our system takes into account any flags accrued over the time of your membership for speeding, data quality, inconsistencies, etc, and tallies them in a single report. ...
Once an account reaches a certain number of flags it is closed for violating our terms, and/or is subject to additional review.
In your case, in the 8 years that you have been a member, you have accrued some flags in your activity, and because of this, you keep showing up on our flagged member report causing our database team to close your account. It has been re-opened again, and none of your points have been removed. I've asked our team to note your account information and exclude you from future closures unless we see new flags, or issues that require additional review. The report which we receive regarding account flags is also being reviewed to take into account time limits when activity it flagged, rather than the entirety of a user's membership.
Again, I do apologize for the inconvenience, please let our support team now if you have any additional questions.
Best,StephanieToluna Support