GO Classy Tours, Inc.

Good morning,
I do apologize for this inconvenience. Your account was closed during a standard review of our system, wherein we found some flags on your survey activity, and those flags dealt with inconsistency in survey responses, some instances of speeding through surveys, and a few times
where there was a discrepancy between our system and our client showing a different status for a session. When several flags are placed on an account it can be subject to closure and additional review, which was the case here
Seeing that you've been a very active member over the last few years though, I've gone ahead and re-opened your account on a probationary basis while we continue to monitor your activity. I don't expect to see any other issues, but just remind you as always to carefully respond to each question and take your time when participating. None of your points have been removed from your account, and you may now login to your account and continue participating
Thank you,StephanieToluna Support

Complaint: ***
I am rejecting this response because I wish to know why exactly the account was flagged that many timesI don't mean to be a pain about it, but when someone basically claims I'm lying I feel that my reputation is on the lineIt upsets me so much to hear my character being maligned in such a wayI appreciate though that my account has been reopenedIs there anyway to know why exactly so as to avoid whatever may be the cause for the flags?
Sincerely,
*** ***

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 meThank your for re-opening my account and trying to prevent this issue from occurring again in the future.
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because:obviously customer support and care is not your strong point and I still await resolution of thisThe customer is obviously always wrong in your opinionArrogance and patronising clearly comes across in your response
Sincerely,
*** ***

Dear ***, Thank you for your email and please accept our sincere apologies for the inconveniences you've been experiencing. For security reasons, to protect the accounts of our members, before a request is processed, our Incentive team checks the details members have saved in their
profiles to ensure the request is valid and issued correctly We've noticed a suspicious pattern with the requests made during the week of July 2nd to July 6th, and thus, we preferred to reject that batch of requests and double check the account information with the affected users, to ensure the rewards are correctly issuedAs we confirmed in our communication through support case #***, our Incentive team has validated your account information and any future requests you make will be processed accordingly We have checked our records and seen that you made two new requests on the 24th of July - *** *** Gift card and *** Gift CardPlease rest assured that these rewards will be issued to your account within the delivery deadline mentioned in our Terms Please don't hesitate to reach out to us through *** for any and all questions you might have and we will be happy to assist you. We look forward to seeing your continued participation and enthusiasm on toluna.com Influence Your World! Yours sincerely, Toluna Team

Complaint: ***
I am rejecting this response because:obviously customer support and care is not your strong point and I still await resolution of thisThe customer is obviously always wrong in your opinionArrogance and patronising clearly comes across in your response
Sincerely,
*** ***

While I am happy to accept my account back, I have to raise one objection at fraudulent completed attempts, I did my best to my knowledge and what my profile is based on in good judgement that I was going at an honest pace as possible and I can understand some speeding, but not more than timesBut I will glad accept my account back at this time and only do surveys given in emails. ***.

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
Thank you for fixing the problem and re-opening my accountI just hope this does not happen againI always try to take my time with surveys, be honest, and I never give gibberish answers
Sincerely,
*** ***

Dear Mrs***, We have thoroughly investigated the matter you have brought to our attention and seen that you have been in contact with our community manager in support cases ***, ***, *** and through our editors’ mailbox, where you were advised of the points you were dueAs you
know, the amount of points an editor is credited monthly depends on the number of posts submitted in the previous monthFollowing the guidelines of our Editors’ Program (to which you have agreed when joining this program), you can receive up to points for having submitted up to postsWe have checked your account and we can inform you that on January 3rd, 2018, you were credited points for your participation in the Editors Program for the month of December and points for your activity in reporting inappropriate content (you can see these in your account under the descriptions “ContentCreationEditors”, respectively “EditorsProgramEmailReportingDec”)For your activity in the community in the month of January, you were credited on February 6th with points for reporting inappropriate posts (entry can be found in your account with the description “EditorsProgramBonusJanEditsEmail”) and on February 12th, with another points for the content you posted in January (this has been credited with the description “Bonus for Content”)You have only received points because you have not reached the established threshold of posts in January, thus you were credited in accordance with the number of posts you submittedWe would like to assure you that we have always honoured our commitments and ensured correct payment has been issued at all timesWhile checking your account, we’ve noticed that you decided to unsubscribe from the communityWe’re sorry to see you go and we thank you for having been an active member in our communityShould you decide that you’d like to come back, please get in touch with us through *** and we will be happy to reinstate your account and address any other inquiry you might have Influence Your World! Toluna Team

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

Good morning,I do apologize for any confusion, however, in checking your account I confirmed that your request was processed on February 21st. As this is an electronic gift card, you will need to visit the My Rewards page within your Toluna account to retrieve your claim code and link to the
card.For your reference, typically, requests for *** *** are processed within hours, however, in our terms and conditions it is noted that delivery may take up to weeksA delay that long (for e-gifts) is typically only in instances where we have a shortage of inventory, or delays over holidays. In this case, our Incentive Manager was out of the office on Friday the 17th and we were closed on Monday, the 20th for President's Day, preventing us from issuing this within our hour window.Please login to your account to retrieve your reward, and reach out to our support team using the Contact Us links on our website if you have further questions.Thank you,Toluna Support

Good morning ***,
I am very sorry for this inconvenience, but thank you for writing in. Your account was flagged in our recent fraud reviews, as being part of a larger group of members that were linked due to having the same IP address, and seeing some patterns in account usage and set
up. If your account was hacked though, it could explain how this came to be. As far as additional flags, this is internal, and what happened was that in certain surveys you participated in, our clients did not verify your status as complete, and when this occurs multiple times, we flag the account for possible suspicious activity. It does not mean that there's definite fraud, but it's something we consider if other issues arise - in your case, as mentioned, you were linked to a larger group of members
I've gone ahead and re-opened your account, and not to worry, all of your points are intact. I have placed a note on your account regarding the possible hacking so we can investigate further and hopefully we will not see any future issues. I do recommend logging in as soon as possible to change your account password in case your account has been compromised
Please do accept our apologies for the inconvenience, and let us know if you have any additional questions
Thank you,StephanieToluna Support

Good morning ***
I do apologize for the inconvenience. We perform regular checks of our database for fraudulent and potentially fraudulent activity, and part of those checks include looking at instances in a member's history where surveys appear complete in our system, but the
client reports that they actually were not at the close of the study. Each time one of these instances is reported, a flag is placed on the member's account, and once a member reaches flags, the account is subject to additional review and closure
As of May 2nd, your account reached flags, and was closed during the review process. Now, what the reporting didn't say - and we are working on a new process to reset flags after a certain time period- is at what time each flag was placed on your account. Given that you've been a member since 2008, it's possible that these were rare occurrences that occurred over several years, and some may have been due to a technical issue. Aside from the flags, I do not see any issues with your account, and have gone ahead and re-opened it, so you may now login and continue participating.
With regards to your points and *** payment, first, your April 28th *** request was cancelled since the account status was set to blocked. However, those points (360,- $120) have not been forfeited, and were returned to your account balance. None of your points have been forfeited at this time, and your current balance is 417,points ($139.02). You may request a new payment today, which will be processed by May 23rd
Again, I am sorry for the confusion. Please do note however, that our system will continue to run our standard checks and should additional flags be placed on your account it will be subject to another full review and potential closure. Please let us know if you have any additional questions
Best,Toluna Support

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 ***,
I do apologize for this inconvenience, I took a look in our system and found that your account had been closed during a typical review process where your account was flagged 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 seems that it was the latter, and the flags were accrued over the years in which you have been a member.
Because of your long membership, and seeing that these were mainly issues occurring over time, I've gone ahead and re-opened your account. You may now login and resume participating, and your point balance is still intact. I do have to note that as of the closure date - October 6th - there were flags on your accountBecause reviews are ongoing, should additional flags be placed on your account going forward, you may be subject to additional review again to confirm that your activity is in line with our terms
Please contact our support team with any additional questions
Best Regards,StephanieToluna Support

Good afternoon,Again, I apologize for the inconvenience, at times we cannot control the time between delivery of new codes. And while we state delivery within hours on the site for gift cards, our terms and conditions do specify that reward delivery may take up to weeks overall. This can be due to lack of inventory, or processing delays. In your case, I am sorry for any miscommunication regarding why the request was rejected, however, as we were unable to fulfill the request at the time, your points were returned to your account to allow you to select an alternate reward.For your reference, the *** option was returned to the site yesterday, and I see that you have already re-requested payment. As codes are back in stock, this request will be processed by the end of the day tomorrow (June 22nd). Best,StephanieToluna Support

Dear *** *** We followed up on this matter, that you brought to our attention in the email sent to the ** *** support teamPlease rest assured that your inquiry has not been overlooked and the Community Manager assigned to your case reached out to the relevant department and requested
additional details about this survey to ensure the resolution provided will be fair and complete 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 closed, this taking up to days since the completion of the activityThis was one of those complex studies where it took longer for it to be closed, the responses processed and the participants paidWe can now confirm that all the points for having participated in our recent surveys have been credited to your *** *** *** *** accountWhile checking, we’ve also noticed that you have already redeemed the points in your account’s balance for the desired rewards We would like to take this opportunity to thank you for being an active member in this community and reassure you that we have never deliberately delayed or withheld the payment of our influencersWhile exceptional situations may sometimes occur, we have always honoured our commitments and ensured correct payment has been issued Whenever you have an inquiry, please don’t hesitate to get in touch with us through https://us.toluna.com/contactus or *** 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, forward us the survey invite or any relevant details showing the problem you face Influence Your World! Toluna and SO Squad Team

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,
*** ***