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 [redacted] You reached out to us via our Privacy mailbox on Friday, the 7th, and we responded soon after to let you know the issue and that we were re-opening your account Since sending that, I see that you have logged in, requested multiple check payments and were participating in surveys through yesterday As you did receive our message regarding your account, internally we consider this issue already resolved For your reference, again, your account had been closed during a typical review process where your account was flagged times for issues with your survey activity - which may include speeding, data quality, inconsistencies, etc When we reach flags, the account is subject to closure and/or additional review to determine whether our terms were indeed violated, or if it was isolated incidents In your case, it was the latter, and the flags were accrued over the years you have been a member Just to note however, reviews are ongoing and should additional flags be placed on your account, you may be subject to additional review again to confirm that your activity is in line with our terms Our correspondence from Friday is copied below for reference, please contact our support team with any additional questions Thank you,StephanieToluna Support Good afternoon, I do apologize for the inconvenience Your account was closed during a typical review process, as we found that your survey activity was flagged times for inconsistencies in your responses and an issue where our system recorded that you completed a survey, but our client did not In reviewing your account activity today, I don’t see any particular issue that warrants us keeping your account closed, so it’s been re-opened and you may now login to continue participating Again, I am sorry for the inconvenience To note, if any additional flags are placed on your activity, your account may be subject to additional review Thank you, Toluna Support From: [redacted] Sent: Friday, October 07, 1:PMTo: Privacy Subject: Account Closed: (WHY) Dorothy Bennett Email: [email protected] [redacted] I am writing this letter to find out why my account was close I have been a panelist on this site for many years I have never knowingly breached their terms and conditions I have never been warn or flag for breaking any rules, all my answers have been truthful to the best of my ability TOLUNA, owe me roughly $ I have try to contact them a number of times My calls go unanswered, no reply from my emails I would like to know what steps I need to take to resolve this issue [redacted] Tel: ###-###-#### or ###-###-####
Good morning ***, I'm very sorry for the trouble and misunderstanding I've been reviewing your account activity, and see that since you joined in July, you've earned close to 700,points with us, which sparked our interest, as for most members it takes a considerable amount of time to reach that level, and the team preemptively put a hold on your account in order to investigate that surveys were being completed legitimately, and no fraudulent activity was occurring Unfortunately, we did drop the ball with notifying you of our intention, and for that I am terribly sorry I've confirmed with the team that there is no issue with your account, and it has been re-opened in our system None of your points have been removed, your balance is currently 246,points ($82.28), and you may login and request payments as usual With regard to your payments, your check payment is (Finally!) mailing today, the 17th - our AP department has been on a delay - and your [redacted] requests have been processed Again, I am truly sorry for this misunderstanding, and hope you will continue to be a part of our community and panel If, after cashing out however, you would like us to close your account, you may email us at [redacted] to have this taken care of Thank you for your understanding, [redacted] Toluna USA
Good morning, I am very sorry for the inconvenience In reviewing our records, it seems that the Incentive team had withheld your request back in June while reviewing your account information, but I am unsure why it took so long to complete this I see as well that your account was not cancelled, but put on hold on July 29th and our help desk team simply requested that you confirm your name and mailing addresses so we knew that the information within your account was correct However, I do not see any issues with your account, so I have re-opened it and the $has been credited back to your Toluna account Please login and request a new payment, which we will process as fast as possible Thank you, [redacted] 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 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 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 violatedWith regards to your account balance, I do see that you still currently have 147,points available, which equals $ 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 weeks [redacted] Thank you,Toluna Support
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,and your payment request was put through on May 20,Our check processing time is 6-weeks from when your check is requestedOur AP department will try to get checks processed earlier than that time frame but we have to allow the full weeks for processingPlease 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 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-weeks from the request date, rather than the 6-noted above, and our next check run will include your payment I do see on our FAQ page where it mentions 2-weeks, and I'm addressing this error with the panel team, as the message should state - checks will mail within 2-weeks, but may take up to 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 requestOnce 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 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
Good morning [redacted] I'm so sorry that you're still having trouble with your account Most of our support staff was out of the office over the last week or so for the holidays, which is likely why you have not received additional follow up I'll have Lauren and the team review your account and messages again this morning and see what's happening We'll discuss internally what options we can provide - and send those recommendations to you today so we can make sure that you are finally paidPlease let me know once you've heard from our staff so we can take things from thereThank you,StephanieToluna Support
Complaint: [redacted] I am rejecting this response because: The delay for the check has been over two months nowMy initial request was made on May 26, 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 timeI have received the same response from a [redacted] representative on July 14, 2015, as per this message below: "Date: Tue, Jul 06:30:-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 emailUnfortunately, 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 weekThank you for understandingHave a lovely day and regards, Thank you for contacting usThe [redacted] Team Further information about your case is included belowPlease 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, Again, no further follow-up, delay notification, bonus incentive or even an apology was sent to me to make up for the continued wait timeInstead, [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 No update has been made on the [redacted] Rewards Center to mark a warning on Check payments re: extenuating delaysI 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 clearsIt takes a lot for me to have to send a complaint to the Revdex.com: time, energy, and frustrationThe fact remains that after multiple email exchanges with [redacted] , I still have not received my check reward request within a defined and promised time periodIt 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 satisfiedA bonus incentive by way of further apology would be appreciated as wellThe 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 oneThank you in advance for your attention and expedience in this matter
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 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 balancePlease 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 questionsThank you,Toluna Support
Good morning,I am very sorry for the inconvenience First, I've checked our database confirmed that the email address [redacted] is not registered with us, and unless it was already deleted (per your note about being contacted by [redacted] ), you should not be receiving any communications from Toluna Regarding the content of the communications, it does sound as though you may be receiving spam email from another person/entity using Toluna's name fraudulently We would not reach out to anyone regarding offering a position, as we are a market research company, and would only be sending invitations for survey participation, and other relevant account updates.I will contact our IT department to confirm that your email has been removed from our system, however, if you are continuing to receive emails from Toluna - please contact me at [redacted] , and let me know Please forward the last email, and include the sender's address so I can see specifically what email address the notices are being sent from If it really is an internal message, then we'll be able to tell that person/department to stop emailing you If it's spam, then we can alert you to that, and see what we can do to have that scam ended.Again, I am very sorry for the inconvenience If there's anything more we can do to assist you, please let me know.Thank you, [redacted] **
Good morning [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,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, 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 endedAgain, I am very sorry for the inconvenience If there's anything more we can do to assist you, please let me knowThank you, [redacted] **
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 [redacted] You reached out to us via our Privacy mailbox on Friday, the 7th, and we responded soon after to let you know the issue and that we were re-opening your account Since sending that, I see that you have logged in, requested multiple check payments and were participating in surveys through yesterday As you did receive our message regarding your account, internally we consider this issue already resolved For your reference, again, your account had been closed during a typical review process where your account was flagged times for issues with your survey activity - which may include speeding, data quality, inconsistencies, etc When we reach flags, the account is subject to closure and/or additional review to determine whether our terms were indeed violated, or if it was isolated incidents In your case, it was the latter, and the flags were accrued over the years you have been a member Just to note however, reviews are ongoing and should additional flags be placed on your account, you may be subject to additional review again to confirm that your activity is in line with our terms Our correspondence from Friday is copied below for reference, please contact our support team with any additional questions Thank you,StephanieToluna Support Good afternoon, I do apologize for the inconvenience Your account was closed during a typical review process, as we found that your survey activity was flagged times for inconsistencies in your responses and an issue where our system recorded that you completed a survey, but our client did not In reviewing your account activity today, I don’t see any particular issue that warrants us keeping your account closed, so it’s been re-opened and you may now login to continue participating Again, I am sorry for the inconvenience To note, if any additional flags are placed on your activity, your account may be subject to additional review Thank you, Toluna Support From: [redacted] Sent: Friday, October 07, 1:PMTo: Privacy Subject: Account Closed: (WHY) Dorothy Bennett Email: [email protected] [redacted] I am writing this letter to find out why my account was close I have been a panelist on this site for many years I have never knowingly breached their terms and conditions I have never been warn or flag for breaking any rules, all my answers have been truthful to the best of my ability TOLUNA, owe me roughly $ I have try to contact them a number of times My calls go unanswered, no reply from my emails I would like to know what steps I need to take to resolve this issue [redacted] Tel: ###-###-#### or ###-###-####
Good morning ***, I'm very sorry for the trouble and misunderstanding I've been reviewing your account activity, and see that since you joined in July, you've earned close to 700,points with us, which sparked our interest, as for most members it takes a considerable amount of time to reach that level, and the team preemptively put a hold on your account in order to investigate that surveys were being completed legitimately, and no fraudulent activity was occurring Unfortunately, we did drop the ball with notifying you of our intention, and for that I am terribly sorry I've confirmed with the team that there is no issue with your account, and it has been re-opened in our system None of your points have been removed, your balance is currently 246,points ($82.28), and you may login and request payments as usual With regard to your payments, your check payment is (Finally!) mailing today, the 17th - our AP department has been on a delay - and your [redacted] requests have been processed Again, I am truly sorry for this misunderstanding, and hope you will continue to be a part of our community and panel If, after cashing out however, you would like us to close your account, you may email us at [redacted] to have this taken care of Thank you for your understanding, [redacted] Toluna USA
Good morning, I am very sorry for the inconvenience In reviewing our records, it seems that the Incentive team had withheld your request back in June while reviewing your account information, but I am unsure why it took so long to complete this I see as well that your account was not cancelled, but put on hold on July 29th and our help desk team simply requested that you confirm your name and mailing addresses so we knew that the information within your account was correct However, I do not see any issues with your account, so I have re-opened it and the $has been credited back to your Toluna account Please login and request a new payment, which we will process as fast as possible Thank you, [redacted] 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 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 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 violatedWith regards to your account balance, I do see that you still currently have 147,points available, which equals $ 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 weeks [redacted] Thank you,Toluna Support
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,and your payment request was put through on May 20,Our check processing time is 6-weeks from when your check is requestedOur AP department will try to get checks processed earlier than that time frame but we have to allow the full weeks for processingPlease 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 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-weeks from the request date, rather than the 6-noted above, and our next check run will include your payment I do see on our FAQ page where it mentions 2-weeks, and I'm addressing this error with the panel team, as the message should state - checks will mail within 2-weeks, but may take up to 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 requestOnce 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 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
Good morning [redacted] I'm so sorry that you're still having trouble with your account Most of our support staff was out of the office over the last week or so for the holidays, which is likely why you have not received additional follow up I'll have Lauren and the team review your account and messages again this morning and see what's happening We'll discuss internally what options we can provide - and send those recommendations to you today so we can make sure that you are finally paidPlease let me know once you've heard from our staff so we can take things from thereThank you,StephanieToluna Support
Complaint: [redacted] I am rejecting this response because: The delay for the check has been over two months nowMy initial request was made on May 26, 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 timeI have received the same response from a [redacted] representative on July 14, 2015, as per this message below: "Date: Tue, Jul 06:30:-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 emailUnfortunately, 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 weekThank you for understandingHave a lovely day and regards, Thank you for contacting usThe [redacted] Team Further information about your case is included belowPlease 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, Again, no further follow-up, delay notification, bonus incentive or even an apology was sent to me to make up for the continued wait timeInstead, [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 No update has been made on the [redacted] Rewards Center to mark a warning on Check payments re: extenuating delaysI 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 clearsIt takes a lot for me to have to send a complaint to the Revdex.com: time, energy, and frustrationThe fact remains that after multiple email exchanges with [redacted] , I still have not received my check reward request within a defined and promised time periodIt 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 satisfiedA bonus incentive by way of further apology would be appreciated as wellThe 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 oneThank you in advance for your attention and expedience in this matter
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 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 balancePlease 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 questionsThank you,Toluna Support
Good morning,I am very sorry for the inconvenience First, I've checked our database confirmed that the email address [redacted] is not registered with us, and unless it was already deleted (per your note about being contacted by [redacted] ), you should not be receiving any communications from Toluna Regarding the content of the communications, it does sound as though you may be receiving spam email from another person/entity using Toluna's name fraudulently We would not reach out to anyone regarding offering a position, as we are a market research company, and would only be sending invitations for survey participation, and other relevant account updates.I will contact our IT department to confirm that your email has been removed from our system, however, if you are continuing to receive emails from Toluna - please contact me at [redacted] , and let me know Please forward the last email, and include the sender's address so I can see specifically what email address the notices are being sent from If it really is an internal message, then we'll be able to tell that person/department to stop emailing you If it's spam, then we can alert you to that, and see what we can do to have that scam ended.Again, I am very sorry for the inconvenience If there's anything more we can do to assist you, please let me know.Thank you, [redacted] **
Good morning [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,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, 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 endedAgain, I am very sorry for the inconvenience If there's anything more we can do to assist you, please let me knowThank you, [redacted] **