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]
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]
Complaint: [redacted]
I am rejecting this response because:the fact remains that you closed my account without a by-your-leave and with zero reference to myself. It is only because I have now complained on here that you feel you should do something about it.Instead (and initially) you sent me a standard reply by email only after I had been repeatedly requesting a response for 4 days (your response which I have now seen cut-and-pasted on many other complaints website about Toluna) which was very offensive, obnoxious and patronising, claiming that I am a fraud and that you were washing your hands of the whole affair. Is this really the way you carry on in business? After spending hours/days/weeks/months working for your surveys for promised rewards which are then stolen away at the last minute? Why also does it take you 8 or 10 weeks to pay out when other websites can all do it instantly or in 2 to 3 days maximum? I fear now it is all a scam, to get lots of surveys for free, then close down the account just before you have to pay out. Please now prove me wrong in paying out to me what you have promised but not yet fulfilled.Incidentally I am not on social media, never have been. The incidences of complaints mentioned above I have found myself by just doing Google searches. Also I can still not log in even though your initial response on here was a few hours ago.
Sincerely,
[redacted]
Good morning [redacted],
I do apologize for the inconvenience, I've reviewed your account activity, and can say that your account was flagged due to the high activity and extremely high earnings over a very short period of time. Whenever we see that a member has accrued a large number of...
points in such a short period, we always take extra time to review the activity and ensure that no fraudulent actions are occurring.In your case, I can see that you participated in nearly 250 surveys just in January, which explains how your points grew so quickly. I do not see any specific survey flags at this time to indicate our terms were violated, so I have re-opened your account in our system, and you may continue participating in our surveys. Additionally, your current [redacted] request is still pending, and will be processed next Monday, the 30th. Your remaining points are still listed in your available balance.
Please note that we will continue to monitor your activity for the time being to ensure that everything remains within our terms. Please reach out to our support team with any additional questions.
Thank you,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,
I am sorry for any inconvenience regarding your payment. I reviewed your help desk ticket sent on June 13th, and see that our staff sent the message below:
I see you completed survey [redacted]US on May 7,2016 and your payment request was put through on May 20,2016. Our check...
processing time is 6-8 weeks from when your check is requested. Our AP department will try to get checks processed earlier than that time frame but we have to allow the full 8 weeks for processing. Please let me know if you do not receive your check by July 15, 2016.Thank you,Pam D[redacted] Support
To expand upon this, yes, you completed the study on May 7th, and for your reference, credit is not assigned to member accounts until the survey has closed - which is some cases may take up to 6 weeks in itself. In your case, the study closed in mid-May, and our system generated your check request on May 20th. Checks are currently mailing between 4-6 weeks from the request date, rather than the 6-8 noted above, and our next check run will include your payment. I do see on our FAQ page where it mentions 2-3 weeks, and I'm addressing this error with the panel team, as the message should state - checks will mail within 2-3 weeks, but may take up to 6 some instances.
If you refer to section six of our official Rewards Rules page a[redacted] you will see the following passage:
TolunaUSA will forward the account balance available for withdrawal to you within six (6) weeks from the receipt of your request. Once you have made a request to redeem the incentives credited to your account, the request cannot be withdrawn, cancelled, or postponed.
Unfortunately, there is a discrepancy between the pages which I am addressing, and I apologize for that. I assure you that your check is in process, and will mail within 2 weeks (the exact date has not been assigned yet). With regards to your follow up emails, I do see that you responded to your help desk ticket once later on the 13th, but it appears our system didn't automatically re-open your ticket for us to to see it, which is why no one responded, apologies again for that.
Please contact us at [redacted] with any additional questions. Finally, in reference to your claims regarding your PA, each member account and situation is unique, and I advise you to have them contact us as well so we can look into whether any payment is in fact still outstanding.
Thank you,Toluna Support
Stephanie Nocito
Sr. Incentive and Community Manager, NA
src="file:///C:\DOCUME~1\mshea\LOCALS~1\Temp\msohtmlclip1\01\clip_image001.jpg" alt="image001" />
Wilton River Park
21 River Road Suite 2000
Wilton, CT 06897
t: ###-###-####
f: ###-###-####
e: [email protected]
www.toluna-group.com
Good afternoon Tom,
I am very sorry for the inconvenience, and confusion about our policy. To preface our resolution, the point expiration policy has been in effect since 2010, and is part of the Toluna Terms and Conditions which you agreed to upon registering for our site. We did also post a blog at the time the policy took effect, but you’re correct, you would not have been aware of this, and our help desk should have referred you to the Terms and Conditions page at https://us.toluna.com/Terms, where you can view all of our terms and policies regarding our site, surveys and points. For your reference, the policy basically states that any points which are not redeemed within 1 year from the time they are earned will expire, and be deducted from your balance.
As you did agree to the Toluna Terms at registration, you are not exempt from the policy, nor our any of our members. We do understand the frustration that our member’s experience when they lose hard-earned points, however it is every member’s responsibility to check our terms, and keep their accounts up to date and active to avoid any issues like this.
In regards to your specific account, I have checked our records and see that you have not participated in a survey since October 25, 2013, so your account has been inactive for nearly 5 months now. You do currently have a balance of 17,105 points ($5.70) in your account, and the following deductions were made between November and January:
November 28, 2013 – 39,200 points - $13.07
December 28, 2013 – 3,000 points - $1.00
January 28, 2014 – 7,000 points - $2.33
Total: 49,200 points - $16.40
As we do understand and are sympathetic to losing your points, we will be happy to provide a one-time credit to your account for these expired points, and this credit will be posted to your account today, March 3rd. The credit will be listed as [redacted] in your history, and once issued, your balance will be 66,305 points - $22.10. Please do note that as mentioned, because you agreed to the Toluna terms at registration, you are not exempt from the policy and this is a one-time credit. We will not be able to reimburse your account for future points which expire.
We hope that you find this resolution satisfactory, but please feel free to contact us with any additional questions.
Best Regards,
Stephanie Nocito
Sr. Incentive & Community Manager, NA
Good morning [redacted]
I am sorry for the inconvenience. In reviewing your account, I see that in less than one month as a Toluna member, you have earned 150,000 points ($50), and were terminated from surveys multiple times due to speeding and because of quality concerns when our clients...
found that answers you provided in some surveys contradicted each other. The combination of high earnings in a short period of time, plus survey terminations due to data quality concerns are what led our panel team to close your account.
I will re-open your account on a probationary basis, and this will be done within the hour. Your points have not been forfeited at this point, so you may request another payment. Please note that because your account has already been flagged for data quality - which is a violation of our terms - we will be monitoring your account activity. Should any additional flags be raised, or we continue to see that survey sessions are being terminated for the reasons above, it will result in your account being closed again permanently.
Thank you,Toluna Support
Good morning[redacted],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 mix-up with 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 ([redacted] 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 $20 (60,000 points), directly to your Toluna account - which I see is also registered under[redacted].com. This credit is going to be posted within the next few minutes, and will be listed at [redacted] in your account history.Please 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 trouble.Thank you,[redacted]Toluna USA
Hello again, Please allow our support team ample time to re-open your account and get back to you, this may take a few hours and we ask for your patience. The team has advised that you were contacted both through our support mailboxes and through social media regarding the issue. Once again, you may reply to your support ticket with the Toluna team for more assistance on this matter.Regards,Toluna Support
Good morning [redacted]
I am sorry for this inconvenience, and that your Toluna account has been closed. However, after reviewing your survey history, we have discovered that in 2016, your account has been flagged 40 times for issues with your survey submissions. More...
specifically, you have been terminated from surveys for speeding, providing the same answer across all multiple choice questions and entering bad data or gibberish in open-end response fields. The most recent flags on your account occurred with 2 surveys taken on September 26th and one on October 12th, and all included entering bad data in open-end response fields. Due to the excessive number of flags on your account, we unfortunately can no longer invite you to participate in Toluna surveys, and are unable to re-open your account at this time. The actions we have taken to close your account are in accordance with the Toluna terms and conditions, which require members to provide truthful and thoughtful responses to all questions, and provide Toluna the right to close any account without notice if we discover our terms have been violated.
With regards to your account balance, I do see that you still currently have 147,510 points available, which equals $49.17. Typically, these points would be forfeited, in accordance with our terms, however, we will make an exception for you, and have our AP department issue a check payment to you for this final amount due. The check will be issued to the address listed in your account - noted below. If there is any change to this address, please let us know as soon as possible so we may inform our AP department. The check will be issued to you within about 4 weeks.
[redacted]
[redacted]
[redacted]
*
Thank you,Toluna Support
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 [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
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]
Mr. Mittelstaedt,Surveys are sent based on the information listed in your profiles, and when we find a study that matches your demographics we will send an invitation. If the topic stated in the invitation does not match your interests, you are not obligated to respond, or if during the study you are not happy with the topic, we would prefer you abandon the study rather than speed through, as that only raises concerns like those already listed, provides unusable data to our clients and will subject your account to further review and potential closure - essentially, you're admitting to violating our terms by speeding, and these comments can be used in the future should additional flags be raised against your account. If you feel you are not getting surveys that match your interests and demographics, then please update your profiles to help us improve our results.With regards to your Amazon vouchers, these are processed by our EU incentive team, and I can provide no information on when they will be issued to you from here in the US, as you will need to reach out to our support team for more details, as has already been suggested. You may keep this ticket open if you wish, however, Toluna has responded to all of your comments and re-opened your account, and will be processing your rewards as promised and per your original request, so we consider the matter resolved and will not reply to further comments at this time. Regards,Toluna Support
Good morning [redacted]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 ASAP.First, since the issue has been persisting since the 2nd, can you please try closing all browser windows, then starting over with a fresh [redacted] or [redacted] 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 [redacted], 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
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...
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,Please review the communications below sent between March and April 13th. The check was mailed at the end of February, but as you never received it, we placed a stop payment and credited the $50 back to your account on April 13th. You were advised to login and request a payment...
and also update your mailing address, but it seems neither action was taken. Because of this, our system did not generate a new payment request for you until May 5th.We will begin processing that payment today, but please let us know ASAP whether the address is incorrect so we can update the payment file, and also login at [redacted].com to update your account information for future payments.I see that you also opened a new support ticket with us, so I will be sending this same reply to you through our help desk as well.Thank you,StephanieToluna Support [redacted] Support: 13-Apr-2017 7:56AM Good morning,I am so sorry to hear that the check never arrived. I double checked and did confirm again that the check - #[redacted] was mailed on February 28th to the address below, but our bank shows that it was never cashed, nor was it returned to our office.As it appears the payment was lost in the mail, I have placed a stop payment on it and credited the $50 back to your account. Please login at [redacted] to request a new payment, so we may have that processed as soon as possible. For your reference, a new check request may not mail for up to 6 weeks, however, we do have over 40 payment options available, including gift cards that are delivered to your [redacted] rewards page within 72 hours, and PayPal which is sent within 2 weeks.Please let us know if you have any additional questions. Once again, here is the address currently listed in your account, be sure to update this when logging in, if it's not up to date.
[redacted]
[redacted]Thank you,Pam D[redacted] Support KEVIN BLAIR: 12-Apr-2017 9:55PM Submitted by direct email to support@[redacted].com.As of April 11th, 2017 I still have not received the honorarium described below. As the check was mailed 2/28 and it is approximately 4 weeks now since you indicated it should have arrived I am following up to see what can be done to reach a resolution. Thanks,[redacted]
[redacted]
[redacted]
[redacted] body { font-family: Verdana} [redacted] Support: 13-Mar-2017 5:55AM Good morning,I apologize for the delay, this study did not close until mid-January delaying the payment process. Your check was mailed on Feb. 28th, and should reach you within a few days. If by Friday you still have not received the check, please let us know so we can try to track it down for you.Thank you,Pam D[redacted] 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 morning,
I am sorry for any inconvenience regarding your payment. I reviewed your help desk ticket sent on June 13th, and see that our staff sent the message below:
I see you completed survey [redacted]US on May 7,2016 and your payment request was put...
through on May 20,2016. Our check processing time is 6-8 weeks from when your check is requested. Our AP department will try to get checks processed earlier than that time frame but we have to allow the full 8 weeks for processing. Please let me know if you do not receive your check by July 15, 2016.Thank you,Pam D[redacted] Support
To expand upon this, yes, you completed the study on May 7th, and for your reference, credit is not assigned to member accounts until the survey has closed - which is some cases may take up to 6 weeks in itself. In your case, the study closed in mid-May, and our system generated your check request on May 20th. Checks are currently mailing between 4-6 weeks from the request date, rather than the 6-8 noted above, and our next check run will include your payment. I do see on our FAQ page where it mentions 2-3 weeks, and I'm addressing this error with the panel team, as the message should state - checks will mail within 2-3 weeks, but may take up to 6 some instances.
If you refer to section six of our official Rewards Rules page a[redacted] you will see the following passage:
TolunaUSA will forward the account balance available for withdrawal to you within six (6) weeks from the receipt of your request. Once you have made a request to redeem the incentives credited to your account, the request cannot be withdrawn, cancelled, or postponed.
Unfortunately, there is a discrepancy between the pages which I am addressing, and I apologize for that. I assure you that your check is in process, and will mail within 2 weeks (the exact date has not been assigned yet). With regards to your follow up emails, I do see that you responded to your help desk ticket once later on the 13th, but it appears our system didn't automatically re-open your ticket for us to to see it, which is why no one responded, apologies again for that.
Please contact us at [redacted] with any additional questions. Finally, in reference to your claims regarding your PA, each member account and situation is unique, and I advise you to have them contact us as well so we can look into whether any payment is in fact still outstanding.
Thank you,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]
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]
Complaint: [redacted]
I am rejecting this response because:the fact remains that you closed my account without a by-your-leave and with zero reference to myself. It is only because I have now complained on here that you feel you should do something about it.Instead (and initially) you sent me a standard reply by email only after I had been repeatedly requesting a response for 4 days (your response which I have now seen cut-and-pasted on many other complaints website about Toluna) which was very offensive, obnoxious and patronising, claiming that I am a fraud and that you were washing your hands of the whole affair. Is this really the way you carry on in business? After spending hours/days/weeks/months working for your surveys for promised rewards which are then stolen away at the last minute? Why also does it take you 8 or 10 weeks to pay out when other websites can all do it instantly or in 2 to 3 days maximum? I fear now it is all a scam, to get lots of surveys for free, then close down the account just before you have to pay out. Please now prove me wrong in paying out to me what you have promised but not yet fulfilled.Incidentally I am not on social media, never have been. The incidences of complaints mentioned above I have found myself by just doing Google searches. Also I can still not log in even though your initial response on here was a few hours ago.
Sincerely,
[redacted]
Good morning [redacted],
I do apologize for the inconvenience, I've reviewed your account activity, and can say that your account was flagged due to the high activity and extremely high earnings over a very short period of time. Whenever we see that a member has accrued a large number of...
points in such a short period, we always take extra time to review the activity and ensure that no fraudulent actions are occurring.In your case, I can see that you participated in nearly 250 surveys just in January, which explains how your points grew so quickly. I do not see any specific survey flags at this time to indicate our terms were violated, so I have re-opened your account in our system, and you may continue participating in our surveys. Additionally, your current [redacted] request is still pending, and will be processed next Monday, the 30th. Your remaining points are still listed in your available balance.
Please note that we will continue to monitor your activity for the time being to ensure that everything remains within our terms. Please reach out to our support team with any additional questions.
Thank you,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,
I am sorry for any inconvenience regarding your payment. I reviewed your help desk ticket sent on June 13th, and see that our staff sent the message below:
I see you completed survey [redacted]US on May 7,2016 and your payment request was put through on May 20,2016. Our check...
processing time is 6-8 weeks from when your check is requested. Our AP department will try to get checks processed earlier than that time frame but we have to allow the full 8 weeks for processing. Please let me know if you do not receive your check by July 15, 2016.Thank you,Pam D[redacted] Support
To expand upon this, yes, you completed the study on May 7th, and for your reference, credit is not assigned to member accounts until the survey has closed - which is some cases may take up to 6 weeks in itself. In your case, the study closed in mid-May, and our system generated your check request on May 20th. Checks are currently mailing between 4-6 weeks from the request date, rather than the 6-8 noted above, and our next check run will include your payment. I do see on our FAQ page where it mentions 2-3 weeks, and I'm addressing this error with the panel team, as the message should state - checks will mail within 2-3 weeks, but may take up to 6 some instances.
If you refer to section six of our official Rewards Rules page a[redacted] you will see the following passage:
TolunaUSA will forward the account balance available for withdrawal to you within six (6) weeks from the receipt of your request. Once you have made a request to redeem the incentives credited to your account, the request cannot be withdrawn, cancelled, or postponed.
Unfortunately, there is a discrepancy between the pages which I am addressing, and I apologize for that. I assure you that your check is in process, and will mail within 2 weeks (the exact date has not been assigned yet). With regards to your follow up emails, I do see that you responded to your help desk ticket once later on the 13th, but it appears our system didn't automatically re-open your ticket for us to to see it, which is why no one responded, apologies again for that.
Please contact us at [redacted] with any additional questions. Finally, in reference to your claims regarding your PA, each member account and situation is unique, and I advise you to have them contact us as well so we can look into whether any payment is in fact still outstanding.
Thank you,Toluna Support
Stephanie Nocito
Sr. Incentive and Community Manager, NA
src="file:///C:\DOCUME~1\mshea\LOCALS~1\Temp\msohtmlclip1\01\clip_image001.jpg" alt="image001" />
Wilton River Park
21 River Road Suite 2000
Wilton, CT 06897
t: ###-###-####
f: ###-###-####
e: [email protected]
www.toluna-group.com
Good afternoon Tom,
I am very sorry for the inconvenience, and confusion about our policy. To preface our resolution, the point expiration policy has been in effect since 2010, and is part of the Toluna Terms and Conditions which you agreed to upon registering for our site. We did also post a blog at the time the policy took effect, but you’re correct, you would not have been aware of this, and our help desk should have referred you to the Terms and Conditions page at https://us.toluna.com/Terms, where you can view all of our terms and policies regarding our site, surveys and points. For your reference, the policy basically states that any points which are not redeemed within 1 year from the time they are earned will expire, and be deducted from your balance.
As you did agree to the Toluna Terms at registration, you are not exempt from the policy, nor our any of our members. We do understand the frustration that our member’s experience when they lose hard-earned points, however it is every member’s responsibility to check our terms, and keep their accounts up to date and active to avoid any issues like this.
In regards to your specific account, I have checked our records and see that you have not participated in a survey since October 25, 2013, so your account has been inactive for nearly 5 months now. You do currently have a balance of 17,105 points ($5.70) in your account, and the following deductions were made between November and January:
November 28, 2013 – 39,200 points - $13.07
December 28, 2013 – 3,000 points - $1.00
January 28, 2014 – 7,000 points - $2.33
Total: 49,200 points - $16.40
As we do understand and are sympathetic to losing your points, we will be happy to provide a one-time credit to your account for these expired points, and this credit will be posted to your account today, March 3rd. The credit will be listed as [redacted] in your history, and once issued, your balance will be 66,305 points - $22.10. Please do note that as mentioned, because you agreed to the Toluna terms at registration, you are not exempt from the policy and this is a one-time credit. We will not be able to reimburse your account for future points which expire.
We hope that you find this resolution satisfactory, but please feel free to contact us with any additional questions.
Best Regards,
Stephanie Nocito
Sr. Incentive & Community Manager, NA
Good morning [redacted]
I am sorry for the inconvenience. In reviewing your account, I see that in less than one month as a Toluna member, you have earned 150,000 points ($50), and were terminated from surveys multiple times due to speeding and because of quality concerns when our clients...
found that answers you provided in some surveys contradicted each other. The combination of high earnings in a short period of time, plus survey terminations due to data quality concerns are what led our panel team to close your account.
I will re-open your account on a probationary basis, and this will be done within the hour. Your points have not been forfeited at this point, so you may request another payment. Please note that because your account has already been flagged for data quality - which is a violation of our terms - we will be monitoring your account activity. Should any additional flags be raised, or we continue to see that survey sessions are being terminated for the reasons above, it will result in your account being closed again permanently.
Thank you,Toluna Support
Good morning[redacted],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 mix-up with 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 ([redacted] 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 $20 (60,000 points), directly to your Toluna account - which I see is also registered under[redacted].com. This credit is going to be posted within the next few minutes, and will be listed at [redacted] in your account history.Please 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 trouble.Thank you,[redacted]Toluna USA
Hello again, Please allow our support team ample time to re-open your account and get back to you, this may take a few hours and we ask for your patience. The team has advised that you were contacted both through our support mailboxes and through social media regarding the issue. Once again, you may reply to your support ticket with the Toluna team for more assistance on this matter.Regards,Toluna Support
Good morning [redacted]
I am sorry for this inconvenience, and that your Toluna account has been closed. However, after reviewing your survey history, we have discovered that in 2016, your account has been flagged 40 times for issues with your survey submissions. More...
specifically, you have been terminated from surveys for speeding, providing the same answer across all multiple choice questions and entering bad data or gibberish in open-end response fields. The most recent flags on your account occurred with 2 surveys taken on September 26th and one on October 12th, and all included entering bad data in open-end response fields. Due to the excessive number of flags on your account, we unfortunately can no longer invite you to participate in Toluna surveys, and are unable to re-open your account at this time. The actions we have taken to close your account are in accordance with the Toluna terms and conditions, which require members to provide truthful and thoughtful responses to all questions, and provide Toluna the right to close any account without notice if we discover our terms have been violated.
With regards to your account balance, I do see that you still currently have 147,510 points available, which equals $49.17. Typically, these points would be forfeited, in accordance with our terms, however, we will make an exception for you, and have our AP department issue a check payment to you for this final amount due. The check will be issued to the address listed in your account - noted below. If there is any change to this address, please let us know as soon as possible so we may inform our AP department. The check will be issued to you within about 4 weeks.
[redacted]
[redacted]
[redacted]
*
Thank you,Toluna Support
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 [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
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]
Mr. Mittelstaedt,Surveys are sent based on the information listed in your profiles, and when we find a study that matches your demographics we will send an invitation. If the topic stated in the invitation does not match your interests, you are not obligated to respond, or if during the study you are not happy with the topic, we would prefer you abandon the study rather than speed through, as that only raises concerns like those already listed, provides unusable data to our clients and will subject your account to further review and potential closure - essentially, you're admitting to violating our terms by speeding, and these comments can be used in the future should additional flags be raised against your account. If you feel you are not getting surveys that match your interests and demographics, then please update your profiles to help us improve our results.With regards to your Amazon vouchers, these are processed by our EU incentive team, and I can provide no information on when they will be issued to you from here in the US, as you will need to reach out to our support team for more details, as has already been suggested. You may keep this ticket open if you wish, however, Toluna has responded to all of your comments and re-opened your account, and will be processing your rewards as promised and per your original request, so we consider the matter resolved and will not reply to further comments at this time. Regards,Toluna Support
Good morning [redacted]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 ASAP.First, since the issue has been persisting since the 2nd, can you please try closing all browser windows, then starting over with a fresh [redacted] or [redacted] 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 [redacted], 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
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'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,Please review the communications below sent between March and April 13th. The check was mailed at the end of February, but as you never received it, we placed a stop payment and credited the $50 back to your account on April 13th. You were advised to login and request a payment...
and also update your mailing address, but it seems neither action was taken. Because of this, our system did not generate a new payment request for you until May 5th.We will begin processing that payment today, but please let us know ASAP whether the address is incorrect so we can update the payment file, and also login at [redacted].com to update your account information for future payments.I see that you also opened a new support ticket with us, so I will be sending this same reply to you through our help desk as well.Thank you,StephanieToluna Support [redacted] Support: 13-Apr-2017 7:56AM Good morning,I am so sorry to hear that the check never arrived. I double checked and did confirm again that the check - #[redacted] was mailed on February 28th to the address below, but our bank shows that it was never cashed, nor was it returned to our office.As it appears the payment was lost in the mail, I have placed a stop payment on it and credited the $50 back to your account. Please login at [redacted] to request a new payment, so we may have that processed as soon as possible. For your reference, a new check request may not mail for up to 6 weeks, however, we do have over 40 payment options available, including gift cards that are delivered to your [redacted] rewards page within 72 hours, and PayPal which is sent within 2 weeks.Please let us know if you have any additional questions. Once again, here is the address currently listed in your account, be sure to update this when logging in, if it's not up to date.
[redacted]
[redacted]Thank you,Pam D[redacted] Support KEVIN BLAIR: 12-Apr-2017 9:55PM Submitted by direct email to support@[redacted].com.As of April 11th, 2017 I still have not received the honorarium described below. As the check was mailed 2/28 and it is approximately 4 weeks now since you indicated it should have arrived I am following up to see what can be done to reach a resolution. Thanks,[redacted]
[redacted]
[redacted]
[redacted] body { font-family: Verdana} [redacted] Support: 13-Mar-2017 5:55AM Good morning,I apologize for the delay, this study did not close until mid-January delaying the payment process. Your check was mailed on Feb. 28th, and should reach you within a few days. If by Friday you still have not received the check, please let us know so we can try to track it down for you.Thank you,Pam D[redacted] 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 morning,
I am sorry for any inconvenience regarding your payment. I reviewed your help desk ticket sent on June 13th, and see that our staff sent the message below:
I see you completed survey [redacted]US on May 7,2016 and your payment request was put...
through on May 20,2016. Our check processing time is 6-8 weeks from when your check is requested. Our AP department will try to get checks processed earlier than that time frame but we have to allow the full 8 weeks for processing. Please let me know if you do not receive your check by July 15, 2016.Thank you,Pam D[redacted] Support
To expand upon this, yes, you completed the study on May 7th, and for your reference, credit is not assigned to member accounts until the survey has closed - which is some cases may take up to 6 weeks in itself. In your case, the study closed in mid-May, and our system generated your check request on May 20th. Checks are currently mailing between 4-6 weeks from the request date, rather than the 6-8 noted above, and our next check run will include your payment. I do see on our FAQ page where it mentions 2-3 weeks, and I'm addressing this error with the panel team, as the message should state - checks will mail within 2-3 weeks, but may take up to 6 some instances.
If you refer to section six of our official Rewards Rules page a[redacted] you will see the following passage:
TolunaUSA will forward the account balance available for withdrawal to you within six (6) weeks from the receipt of your request. Once you have made a request to redeem the incentives credited to your account, the request cannot be withdrawn, cancelled, or postponed.
Unfortunately, there is a discrepancy between the pages which I am addressing, and I apologize for that. I assure you that your check is in process, and will mail within 2 weeks (the exact date has not been assigned yet). With regards to your follow up emails, I do see that you responded to your help desk ticket once later on the 13th, but it appears our system didn't automatically re-open your ticket for us to to see it, which is why no one responded, apologies again for that.
Please contact us at [redacted] with any additional questions. Finally, in reference to your claims regarding your PA, each member account and situation is unique, and I advise you to have them contact us as well so we can look into whether any payment is in fact still outstanding.
Thank you,Toluna Support