GO Classy Tours, Inc.

Dear *** ***, We have thoroughly investigated the matter you have brought to our attention and managed to identify the project you are referring to as *** (for the initial recruitment) and *** (for the follquestionnaires)We have also reached out to the Project manager
in charge of this study and they confirmed the incentive set for the project as follows: 1) *** points for initial recruitment survey *** (in which you participated on October 30th, 2017) 2) *** points for first feedback in survey number *** (in which you participated on December 9th, 2018) 3) *** points for second feedback in survey *** (which you completed on December 9th, 2018)4) *** points for returning the product you received after completing the follsurveys (the points were credited to your account on February 16th, 2018). As you know, depending on the complexity of the study, payment timeline varies from case to caseFor some surveys, credits are applied very quickly or within a few days, while for others, the credits are applied after the survey has closedThis project was one of our more complex studies and thus taking longer for it to be closed, the responses processed and the participants paidNonetheless, all points promised for participating in this study have been credited to your account by mid-February To see the crediting in your account’s history, please enter your account, go to the "Points" section (from the drop-down list under your small profile picture), then select from the calendar that appears on the page the date you want (it is set to show you the points earned in the last month, you will need to go back to the 1st of October of to see the first survey) and click on "show"There you should be able to see the points credited for survey #***, as well as #*** We would like to take this opportunity to thank you for being an active member in our community and reassure you that we have never deliberately delayed the payment of our influencersWhile exceptional situations may sometimes occur, we have always honoured our commitments and ensured correct payment has been issuedIf you have any problem with your Toluna account, please don’t hesitate to get in touch with us through *** and we will be happy to address any and all inquiries you might haveTo be able to thoroughly investigate an issue and come up with the best solution, it’s always helpful if we have a complete overview so we kindly ask you to send us some screenshots showing the problem you faceInfluence Your World! Toluna Team

MrMittelstaedt,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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good morning ***I'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 paid.Please let me know once you've heard from our staff so we can take things from there.Thank you,StephanieToluna Support

Good morningI am writing in regards to the above complaint #I thought this was resolved to my satisfaction, but it hasn't, and I would like to re-open this case. I am STILL unable to access my Toluna account to redeem my points for gift cardsThe woman that runs the Toluna website on FB, Lauren, has been very helpful, and has tried her best to assist me I did what Lauren suggested on December 23go on Toluna's website and go to the contact section and fill out the form and let them know that I am still having problems logging inI did this earlier this week, and I also called the Toluna office in *** ** this week, and left them a V/M letting them know that I was still having problems logging inNo response from them as of this writing. I would like you to contact the IT Dept and tell them what is going on with my accountI would like to be able to access it and redeem my pointsIf that is not possible, then I would like for the IT Dept to let me know how many points I have accumulated so far, and then, after they've let me know, redeem my points for meI want an *** e-*** in either the $or $denomination, as well as the *** e-*** in either the $or the $denomination, please I have been checking both of my email accounts in regards to this matter, and as of this writing, they haven't contacted me by email. Thank you for your help in this matterMy phone number is ###-###-####If I do not answer, please leave a message on my v/m, and I will return your call promptly Sincerely, *** ***

Dear *** ***We are sorry to hear about the difficulties you've encountered with your latest processed rewardUnfortunately, we've faced some display issues with the batch of rewards processed on the 15th of September, as you were advised in support case ***.The technical problem was
investigated and resolved very quickly and our members were informed of this on our blog - https://usblog.toluna.com/2017/09/18/rewards-processed-september-15th-update/.Th...⇄ voucher details for your electronic gift card are now available in the "My Rewards" section of your Toluna account.For our website to load the information correctly, we recommend regularly clearing the cookies and cache from the browser you use.If you are still facing difficulties, please don't hesitate to get in touch with us and we will be happy to assist youTo be able to thoroughly investigate an issue and come up with the best solution, we kindly ask that you provide some screenshots with the errors you encounter and let us know what devices you are using.Meanwhile, on September 27th, the Community Manager assigned to your case has also provided the details of your *** gift card (link and PIN code) in support case *** for you to be able to use your voucher immediately.We apologize for any confusion or misunderstanding these technical problems might have caused and we hope you will continue your activity on our site.Influence Your World!Toluna Team

Good morning ***I'm including my comments that I left with both of your reviews below, as you will see, because your account has been flagged 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,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 ***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 *** 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 registrationShould 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 databaseIn reviewing your particular account, we found that since joining Toluna in June, 2013, your account was flagged for speeding through surveys times, and flagged for data quality and inconsistency issues timesOf those occurrences, there were reports of speeding and data/survey issues just in Unfortunately, because of the high number of flags your account has received, we can no longer invite you to be a member of our siteAgain, 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 questionsThank you, Toluna Support

Good morning ***,
I am sorry for the trouble and inconvenienceOur system has a process which flags accounts when suspicious activity has occurred while participating in a survey. This includes speeding, providing the same answer to all multiple choice questions, or answering
open-end questions with gibberish. If too many surveys are flagged with this issue, the system will automatically block the account as a way to prevent any fraudulent activity from continuing
Unfortunately, the flaw in the system is that some accounts do need further review to see what the specific circumstances are, and whether the closure is justified, or whether there may have been a misunderstanding. In your case, I believe there was a misunderstanding, as I do see you have been a loyal member for a number of years now. Likely, there were some circumstances where surveys were completed a bit too quickly, and the result was the system flagged you for it
However, I have gone ahead and re-opened your account, and your balance of 70,points is still available within your account. Again, I am sorry if you have any additional questions
Best Regards,***Toluna Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good morning ***
I apologize for the delay in payment, currently check payments are mailing approximately weeks from the request date, which is within the timeframe stated in the Toluna terms and conditions. We certainly understand that this timing is not ideal, and we are working with
our AP department to speed up the process
Fortunately, in your case, your payment is next in line to go out, and I had confirmation from our AP department yesterday that payments will be sent to our processor for printing and mailing by the end of the week. Your check will be mailing by Tuesday, the 7th
As a reminder, we currently have over payment options available, including PayPal which is processed within weeks, and many gift cards processed within hours
Thank you,Toluna Support

Good morningI am writing in regards to the above complaint #I thought this was resolved to my satisfaction, but it hasn't, and I would like to re-open this case. I am STILL unable to access my Toluna account to redeem my points for gift cardsThe woman that runs the Toluna website on FB, Lauren, has been very helpful, and has tried her best to assist me I did what Lauren suggested on December 23go on Toluna's website and go to the contact section and fill out the form and let them know that I am still having problems logging inI did this earlier this week, and I also called the Toluna office in Wilton, CT this week, and left them a V/M letting them know that I was still having problems logging inNo response from them as of this writing. I would like you to contact the IT Dept and tell them what is going on with my accountI would like to be able to access it and redeem my pointsIf that is not possible, then I would like for the IT Dept to let me know how many points I have accumulated so far, and then, after they've let me know, redeem my points for meI want an *** e-*** in either the $or $denomination, as well as the Starbucks e-*** in either the $or the $denomination, please I have been checking both of my email accounts in regards to this matter, and as of this writing, they haven't contacted me by email. Thank you for your help in this matterMy phone number is ###-###-####If I do not answer, please leave a message on my v/m, and I will return your call promptly Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I want to wait and see cause I do not want to wait and see nothing cause why you guys didnt state on the web page that the *** card was low or send a message, this is the first time I am getting this messageI will wait until I get my card.
Sincerely,
*** ***

Good afternoon,I am sorry for the inconvenience, it seems that there was some miscommunication internally about *** We actually ran out of *** codes last week, and were forced to temporarily deactivate the option on our site. Typically, we will hold requests if we feel that new
codes will be available within a week or so, but in this case, it seems that the team made a managerial decision to cancel all pending requests and return points to members so they could select an alternate reward, rather than keep people waiting.An email should have been sent out to you last week, explaining why your request was cancelled, but I apologize if that did not reach you. I can assure you that the cancellation was not a reflection on your account or our processes, and your next payment requests will be sent through without an issue. With regards to ***, I expect to have the option live on the site no later than Wednesday, as our new codes are coming through this afternoon.Please do let us know if you have any additional questions, and we will be happy to assist you.Thank you,StephanieToluna Support

Complaint: ***
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 *** representative on July 14, 2015, as per this message below: "Date: Tue, Jul 06:30:-0700 From: *** Subject: Your support case has been addressed Dear We have responded to your case about "Awaiting Reward Redemption from 5/26/2015"The response is: Thank you for your email. Unfortunately, as our Incentive Department informed me, is it too late for the check to be cancelled as the procedures for processing are already developing - it will be done within this week. Thank you for understanding. Have a lovely day and regards, Thank you for contacting us. The *** 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, 2015. 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, *** 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 *** Rewards Center to mark a warning on Check payments re: extenuating delaysI have accrued enough points at ***.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 ***, I still have not received my check reward request within a defined and promised time periodIt is clear that there is a disconnect between ***'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

Complaint: ***
I am rejecting this response because:The option was available on the website and should have been delivered within hours as statedI have problems with Toluna delivering rewards in a timely manner on a regular basisThey tell their members withing hours and it is sometimes 1-weeks before they come in or they cancel the redemption as they did this timeI was misled into thinking that I would receive the reward I requested when in fact they didn't plan on sending out the reward at allI would like to receive my $gift card plus an additional incentive to make up for the delay
Sincerely,
*** ***

Good morning ***I am so sorry for the trouble you've had with your account, and with reaching out to our support staff. We do get many messages through FB on a daily basis, and at times it can be difficult to follow up immediately with everyone. The message asking for your Toluna
credentials is an automatic reply that we set up so members can provide their information prior to the team following up, and we can get a head-start on investigating the issue. Whenever you send a new message to us, FB automatically re-sends that reply.With regards to the site and survey invitations, there are two different servers which handle email invitations and that host our website, which is why you are not having trouble with our actual surveys. The website has been experiencing intermittent technical problems, which as the team noted, we have been investigating and working to correct for the last few weeks. We do understand all of our member's frustrations when they cannot access their accounts, or redeem their points, and we want to make sure this is taken care of for you 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 *** or *** browser. Delete all cookies and temporary internet files to make sure that any past attempts to login are no longer in your cache, then try to login at us.toluna.com. When I tested logging in to one of our accounts on Mozilla this morning, I did get a "enter your correct Toluna credentials" error at first, but before I could re-enter my password, the page did reload and login on its own, so it's possible that there's a delay in the redirection process that you just need to wait a minute for the site to correct itself. If that still does not work, please email us at ***, which will connect you with our support staff and we can work with you one on one to get you into your account so you can claim your rewards. I have also asked our social media manager to take a look at your FB correspondence and follow up with you again as well. I am sorry again for the trouble, please do reach out to us directly for more assistance. Thank you,StephanieToluna Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good morning Miss ***,
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 *** was blocked on September 22, 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 *** 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,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 "***" in ***, ** 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 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 monthsI have not had a period for 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 removedIt was extremely inappropriate and you will be called out if you ever post such content again
Staff Response:
Hi ***,We understand you are not comfortable with this sponsored poll and we are sorry you feel offended by itHowever, it was posted for statistical reasons and over 2,members of our community participated in it so farThus 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 individualsIndividual information is never reviewed or published without your consent, as it is irrelevant to the research conducted by our clientsAll individual information provided is held confidential in accordance with the terms of our Privacy Policy, which can be reviewed here: ***Thank you and regards,Carrie S***

I will accept the payment that they apparently tried to send me at an old address My address was not correct and I do not believe that I received the previous e-mail to change it If the $payment can be mailed to me at the address I listed in the complaint, that would be perfectly acceptable *** ***
*** *** *** **
*** ** *** Thank you,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***