Toluna USA, Inc.

Review: Non payment for surveys taken (check not received after cashing out almost 8 wks. ago).

Cashed out [redacted] points on 6/26/13 for [redacted] check. Check was never received despite numerous e-mails sent to Company. Cashed out additional [redacted] points on 8/15/13 for [redacted], and I don't have a lot of hope that that check will be paid either.Desired Settlement: Want to get paid $** that I am owed.

Business

Response:

Good morning [redacted],

I'm so sorry to hear that your check did not arrive. Typically, any help desk complaints that are issued regarding missing checks are sent to me for review, so I can see if the check was returned to our office, or if it did clear. Unfortunately I have no record of receiving an inquiry regarding your check, otherwise we certainly would have followed up.

At any rate, I checked our records and can confirm that your first request was processed, and check # [redacted] was mailed on July 15th, but is still currently outstanding. The check also was not returned to our office, so it seems to have been lost in the mail. I am going to go ahead and place a stop payment on the check, and re-credit your account for the missing [redacted]. This credit will be posted by the end of the day today (August 28th) and will be listed as [redacted] in your history.

Regarding your 2nd check, requested on August 15th, this is still in process, and has not mailed yet. Initially it was scheduled for mailing this week, but it appears there may be a delay in accounting, so it will mail no later than next Friday, September 6th.

Again, I am very sorry for the inconvenience. I've checked that the address within your profile matches what you provided to the Revdex.com, so it seems the issue may have been on the Post Office's end, and hopefully will not occur again. Please do make a note that check [redacted] is no longer valid, and cannot be cashed if found/received. [redacted] does not take responsibility for any bank fees incurred if the check is presented to a bank.

Please do feel free to contact us with any additional questions you may have.

Thank you,

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

[redacted]'s answer resolves NOTHING. They say one check was lost in the mail, and the other they failed to mail. So, I'm still owed two [redacted] checks.

Since [redacted] added points in my account for the first [redacted] (lost) check on Aug. 28, I will cash them out again, but this time I want a check NOW, not the promise of a check. I don't want to wait months and months for it. Also, I want a check for the 2nd cash out that they claim they failed to mail. AND, you have to understand that when they say they will mail the 2nd check on Sept. 6, I'll have to wait 3-4 weeks after mailing for delivery. Then when it still doesn't come, they will ignore my e-mails like they did before.

I do not accept settlement UNTIL I get PAID, not promises to get paid. If they were going to pay me, they wouldn't have ignored my e-mails over the last several months - including the one where I told them I would contact the Revdex.com if I didn't get paid. Also, they would have sent two checks, not apologies and lame promises to pay! I'm wondering if this company is having financial problems?

Review: I have been a member of this community for several years and I have put a lot of time and effort in making their business better. A few days ago after inquiring about points that have disappeared I was simply told that the points expire after a year of non use. That is ridiculous to have points expire after a year and not to inform their subscriber base of this. There should be a very large indicator emailed and placed on the website showing when points will expire. The fact that I have been a member so long and have never noticed this is a testament to how bad this information is relayed. I have lost a lot of point / money because of this point expiration junk. I firmly believe this practice or points expiration should only apply to those who don't actively participate.Desired Settlement: I would like my points to be placed back into my account so I can rightfully redeem my rewards. I would really like it if they were required to send a monthly email to all of it's subscriber base informing them of points being lost.

Business

Response:

Good morning Mr. Klekamp,

We received your Revdex.com complaint and have reviewed your account and activity on the Toluna panel. I can confirm first that the point expiration policy has been in effect since 2010, and is included in our terms and conditions. Members were notified at the time via our blog of the change to the policy, although considering the 4 years since coming into effect, I do not expect any member to remember that notification. We do not send email notifications regarding the expiration of points, however, if you visit the Points page within your Toluna account, there is a black bar above your activity listing that will appear and tell you of any points that are expiring in the given month.

I took a look at your help desk ticket regarding your points, and the information provided by the team is correct. However, I will make an exception for you on this one-time basis, and will refund the points which expired from your account in 2014, which totals $36.00, or 108,000 points. This credit will be posted to your account by the end of the day today, May 27th, and will be listed as [redacted] in your history. Please do note that this is a one-time credit, and we will not reimburse any additional points that have expired in the past, or will expire going forward. As this policy has been in effect for 4 years now, we hold members responsible for regularly checking their balance, and making note of the expiring points listed in their account. For your reference, points are due to expire for May, tomorrow the 28th, so please be sure to check your account, and request a payment today to avoid any additional potential losses.

I am sorry for the inconvenience.

Thank you,

Stephanie Nocito

Sr. Incentive & Community Manager, NA

Review: I am writing because my toluna account was deactivated and I want my account restored with my points. I originally wrote Toluna because I could not log onto my account suddenly and had no idea why. Then the next day I received this automated e-mail message:

Recently you may have become aware that your Toluna account has been deactivated and you are no longer able to access the site as a member. This is due to our findings during regular checks of our database by specialists who ensure the quality and integrity of survey responses, and our Community Managers, who monitor our website to ensure that our members' behaviour is in line with our Terms and Conditions. As your account has been repeatedly flagged during these checks, the end result has been to cancel your membership for failure to comply with the Toluna Terms of Use and Member Code of Conduct, which you agreed to when registering with Toluna.

Also, I received this message from a customer service representative: We have noticed some suspicious activity in your account, and we have blocked it due to the violation of our Terms and Conditions. When completing surveys offered to you by Toluna and its affiliated companies you agreed to supply only true, accurate, honest, current and complete (collectively "Accurate") information. We reserved the right to suspend or block the members' access to the site in situations when, based on evidence stored in our database, we concluded that members did not provide us accurate information in the surveys.

I tried writing back to Toluna ([redacted]) to resolve this issue, but they are not responding now. I have been a member of Toluna surveys since about 2008. I take my time answering and answer honestly, openly, and completely so I was surprised by the message I received. I am not intentionally given dishonest answers and I don't know how I can prove to them that my answers are honest. Again, I have been completing surveys the same way as when I initially signed up. I answer a lot of surveys with them for years and all of a sudden I am a problem. They gave me no warning, All of sudden my account is canceled for suspicious activity and I was told my account was flagged several times. I did not even know I was flagged since they did not have the courtesy to tell me that there was a problem . They have never contacted me ONCE to warn me that they consider some of my answers as "dishonest" . A good company would have given me a chance to respond and fix whatever the problem is before assuming I am guilty of something. If I was warned about doing something I did not realize I did, I would have corrected it. As a long-term member I should have been notified if I was doing something wrong and it would have been corrected. I don't know if the computer system they used thought my answers were inaccurate mistakenly. However, I am sure they still will use my answers and sell it to research companies even though my points were forfeited and my account is closed. When someone violates an issue, you should tell them first. I have been a member for years and should be treated better. I also have noticed many complaints online (ex. survey police) about members complaining about their account closing for no real reason. I just want Toluan to respond and resolve this issue.Desired Settlement: I just want my account re-opened with my current points. Also, if I unintentionally do something wrong or there is a problem, I want to be notified/warned so I can fix the problem in the future. I don't want my account closed again unexpectedly. I am not trying to intentionally violate any terms.

Business

Response:

Good morning [redacted],

I am sorry for the trouble and inconvenience. Our 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 70,634 points is still available within your account. Again, I am sorry if you have any additional questions.

Best Regards,[redacted]Toluna Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

Sincerely,

Review: I accrued enough points to redeem $20 by taking surveys for Toluna. Between November & January they removed all of my points because they 'expired'. When I reached out to support, they indicated that they wrote a blog in 2010 (before I was a member) that specified the policy. It is ridiculous to assume that I would have backtracked and read that particular blog. It is also ridiculous to assume that my points, which are stored in a computer, would be rescinded after an arbitrary length of time.In addition, support stated that "I just wanted to add this last information and reassure you that this kind of situation is common for all the members of our panel." This means the company is accutely aware of this deceptive practice and has consciously chosen to continue in spite of the negative response that it generates among its panelists.Desired Settlement: 1) Restore my points so I can redeem the money that I have earned.2) Change your policy so you no longer take points from your members.

Business

Response:

Stephanie Nocito

Sr. Incentive and Community Manager, NA

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

Review: I had been completing surveys online through[redacted] early on January 4, 2015. I was asked to take part in a survey offered through one of their partners, to which I agreed, and then was transferred out of the[redacted] online system. The survey offer was to download a smartphone app and complete an 8 day diary study in order to be rewarded $25 in Toluna points and $30 in cash from the company from which the app was downloaded (in this case, the company was[redacted]). I completed the 8 day study of approximately 20 or more entries per day. After completion, I confirmed with [redacted] that I had completed it in entirety and they agreed that I had. I then contacted [redacted], and they were unable to confirm with Toluna what survey I had actually completed and proceeded to ask me many questions to try to figure it out. I contacted Toluna directly, as well. They proceeded to ask me many questions, saying that they were trying to figure out what study I had actually taken part in. I sent Toluna copies of the introductory offer (verbatim) that I had agreed to initially as well as email correspondence from [redacted] confirming that I had fully completed the survey study. On January 28, [redacted] contacted me to say that Toluna concluded that I had not completed "the surveys" and therefore would not be compensated the $25 from Toluna.Desired Settlement: I wish to receive the $25 from Toluna as I had agreed to for completing the diary study in its entirety.

Business

Response:

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

Consumer

Response:

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,

Review: I tried to login to my Toluna Account on October 27th and noticed I could not login so I requested a password request. I waited and it never showed up in my email inbox so I decided to take the next step and contact Toluna about my account. On October 28th I got a email saying my account had been blocked due to the violation of our Terms and Conditions and blocked and all my earnings have been forfeited and that This decision was final and was motivated by the fact that our clients depend on factual information in order to make decisions about products, services, and policies that affect consumers. I responded and told them I always gave truthful information and I don't understand how that could have happened,and that some of my accounts recently online had been hacked and someone might have gotten into my Toluna Account and that it really upset me this happened.

On October 29th I received a email back and it said Your account was flagged repeatedly during these reviews and as result your account has been closed for a failure to adhere to the Terms of Use and Membership to which you agreed upon when registering with Toluna and Unfortunately, to protect our clients and the security of our panel, Toluna is not able to divulge any more details regarding the breach of our terms.

So I sent in another reply October 29th 2015 and said I was never notified of any flags on my account at all,first I have ever heard of it.If my account was flagged several times then how come I was not told and you just closed my account without any warning..I feel like I have been scammed...

This does really upset me because I had over 40.000 points and now I got locked out for something I did not do. I am always truthful to the best of my knowledge when answering surveys. I should have been warned if I was flagged on any survey,but I was not and instead they just lock my account and wait for me to write them to find out what was wrong.Desired Settlement: I request that my account be reinstated and all my points be refunded back to me. This kind of business Toluna has done is unfair and forcing members to loose all points and lock their account is not the way to run a business the correct way. I would think you would notify the person if they were getting flagged,but I was never notified of anything. I really enjoyed Toluna and hope you can see my understanding of this and reinstate my account with points that you took from me after all my hard work went into answering those surveys with my private info!

Business

Response:

Good morning [redacted],

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

Consumer

Response:

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,

Review: I have been a member of Toluna surveys for over a year (maybe 2 years?) and have filled out many many surveys, honestly, openly, and completely. I was notified yesterday that I had committed some mysterious "violation" and was terminated and all my accrued points (quite a few I might add) were forfeited. I wrote asking just what it was I supposedly had done? They sent back another tersely worded letter that they would not tell me what I had done to deserve cancellation. This is exceedingly poor business! I have had minor issues with them in the past not paying when the promised, and many times not getting credit for surveys that were indeed 100% completed-and-accepted. Are my complaints the reason I was cancelled? What have I done? I think the least they could do is explain what I did, and give a person a reasonable explanation, and a good company would give a person a chance to respond before being deemed guilty of something 'mysterious' and then kicked to the curb and treated like trash. As a long-term member I should have been notified if I was doing something wrong and it would have been corrected obviously. But they continued to take my data and sell it, then cancel me out saying I get nothing, and I had violated some "unknown" issue several times? When someone violates an issue, you TELL THEM RIGHT THEN. That's just common sense and common courtesy. Honestly, how can a person know what 'violation' they've done if you don't TELL THEM? Thank you for your time and attention.Desired Settlement: I think I should have a chance to respond to whatever they claim I have done, and given a chance to correct whatever "sin" I've committed and I think my points that I HONESTLY earned should be awarded. After all, they got DATA from me that they have in turn sold to companies, yet I got nothing in return. Not exactly fair business is it. Thank you.

Business

Response:

Good morning [redacted]I am very sorry for the inconvenience, and that our support staff did not provide more details regarding the issue with your account. I did some investigating and found that our system flagged your account due to a few issues within our surveys where you provided invalid data on the open ended questions. (For example listing strings of letters instead of a valid answer). Once this occurs a certain number of times, our system flags the account for possible fraudulent activity, and it is subject to closure.In your case, since these issues arose in such a small number of surveys over the course of a year, we've decided to re-open your account and consider these instances flukes, as you have been a very dedicated member for about 2 years now. As of today, February 12th, you can login and continue participating in surveys, and your account balance remains intact. Please do note however, that our system will continue to track survey activity, and should more of these survey issues occur, your account will be flagged again. With that in mind, please always take your time to provide thoughtful responses to each question.Again, I am sorry for the trouble, please let us know if you have any additional questions.Best Regards,[redacted]

Consumer

Response:

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.

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,

Review: Toluna is a scam. You give them your time & complete a lot of surveys & get NOTHING in return. ALL of their "gifties" are a joke & you NEVER WIN ANYTHING. I have tried relentlessly to contact them with NO RESULTS. IT IS A TOTAL SCAM & THEY SHOULD NOT BE ALLOWED TO STAY IN BUSINESS WITHOUT REWARDING THE PEOPLE THAT SPEND THIER TIME GIVING THEM INFORMATION. MY TIME IS WORTH SOMETHING INSTEAD OF NOTHING!!! I HAVE SPENT COUNTLESS AMOUNT OF HOURS GIVING GREAT INFO WITH NOTHING IN RETURN!!!!Desired Settlement: I DEESERVE SOMETHING FOR THE TIME THAT I HAVE SPENT ON COUNTLESS SURVEYS!MONEY, REWARDS...SOMETHING!!! FREE PRODUCT!!!

Business

Response:

To address your statements that Gifties are a scam, I would like to note that they are not, and we have had hundreds of winners both in the US and globally, you can view all of our winners at https://us.toluna.com/Winners. With regards to your previous attempts to contact us, I’m sorry, however I have found no record of your inquiries in our help desk system – so I apologize if there was some communication issue that prevented us from receiving your messages earlier.

In closing, I am sorry, however, you chose to willingly participate in the Gifties program and spend points on this game. As no guarantee was made that you would be selected as a winner, we cannot offer you a free prize, or alternate payment option. We are happy to offer you a 15,000 point goodwill credit for your continued participation, which will be posted to your account this afternoon, however, again we cannot reimburse you for the points you chose to spend participating in Gifties. We would like to remind you again as well, that Toluna offers around 30 different payment options outside of Gifties, which range in value from 7500 to 150,000 points, and delivery for most is within 72 hours.

Best Regards,

Stephanie Nocito

Sr. Incentive & Community Manager, NA

Consumer

Response:

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,

Beth Tatum

Review: I remained member of Toluna since Jun 2014. They required surveys which points are credited and 90,000 points may be redeemed for 30 USD. All of my previous with drawl requests were on time. I requested a with drawl of 90,000 Points (30 USD) on Dec 14, 2015. Then I received about 300,000 points for my outstanding app testing which was done in Nov 2015 for which a withdrawal request for 90 USD (270,000) was made on 20 Dec 15. which should arrive I in 1 to 4 Weeks. After a wait for more than 5 weeks I requested Support center for expedition. The support center in result asked me for some information and my account was subsequently suspended. After one week time I was informed that I was violating terms as my address and IP did not matched. Furthermore all my points are fortified.

I told the support that I am using a premium proxy services for my online security and it is very necessary keeping in view recent breeches. I had been spoofed and tried for identity theft in recent past.Desired Settlement: Toluna be asked to send 120 Dollars in my paypal account and re-activate my account with my earned 90,000 points (Equalant to 30 USD). Regards

Business

Response:

Good morning,

I do apologize for the inconvenience, and trouble, however, in reviewing your case, and following up on the support team's report, I understand why these steps were taken, and it is in Toluna's policy that we may close any account without notice if we determine that our terms have been violated. In your case, because we were unable to verify your location, your email address domain is from India, among a few other factors contributed to the team suspecting that fraudulent activity may be occurring.

Because I've been able to verify that your survey history and payments are legitimately earned, I've gone ahead and re-opened your account, and credited the $120 that was not issued through PayPal back to your account. Your remaining 90,000+ points were not removed, so you currently have an available balance of just over 450,000 points, with which, you may request a new PayPal payment of $150. I'll note not to withhold this payment when it is processed in 2 weeks.

Please do note however, that because of your IP and email domain, it sends a red flag to our system that you may not be located within the US, which would be in violation of the policies of our US site. For that reason, your account will be monitored and should any suspicious activity be noted, your account may be subject to closure again.

Thank you,StephanieToluna Support

Review: Toluna closed my account and forfeited all my points without proper explanation, only saying they reserved the right to do it. I never once provided inaccurate information to them or did anything suspicious. I answered every survey thoughtfully, honestly, and with great consideration. This being despite the fact that sometimes you would take a whole survey and get screened out right at the end, not receive points for some surveys because the screen would conveniently get stuck at the end, or get bait and switched by clicking on one survey and being re-directed to another. Despite all these nagging issues, I still enjoy taking surveys and interacting with other members of Toluna. These issues aren't even the problem. I was willing to put up them with them anyway. The problem came when Toluna closed my account with no warning and for no good reason!! By reading other complaints against Toluna, I am guessing they closed my account for taking surveys too fast. I am an extremely fast reader with high comprehension and above-average intelligence. I am also a computer whiz. That being said, I did not rush through the surveys and click without reading. I am just fast. If you would have warned me first and let me know of the issue, I would have slowed down or something. Also, one survey company sends out a survey that says 1800 points for 30 minutes, but it isn't accurate, as the survey has only about five questions and then it is over, so that isn't even my fault for finishing fast.Desired Settlement: I had one check payment pending for $25.00 that I had already ordered, plus about 225,000 points in my account. I would like to be cashed out and fairly compensated for my points, either with a check or an [redacted] credit and then never hear from Toluna again. Thank you.

Business

Response:

Good morning [redacted],

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 700,000 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 246,825 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,

Toluna USA

Consumer

Response:

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,

Review: Toluna is a survey company. I took a survey through them for 10,000 points. The e-mail indicated 10,000 points for completing the initial Global Lifestyle Survey (and 3,000 more for each follow-up survey. I did not receive the 10,000 points. I did receive 3,000 for 2 of the follow up surveys so I know that I qualified for the 10,000 points because they wouldn't have given me the follow up points if I didn't. I have sent them at least 3 emails regarding the points and they said I would receive them but I never did. One time they said they were in my account but they clearly are not there. The last time I emailed them (December 18th) they didn't respond.Desired Settlement: I would like the 10,000 point put in my account. If I had the 10k points I can cash out for $20. Instead my points for 12 months ago keep expiring so I can't get to the required amount to cash out. I took the survey 9/11/13 and still haven't gotten my points. I would like the 10,000 points + 2,450 that have expired. Total of 12,450 points. They could also just give me the $20 paypal and I would be happy.

Business

Response:

Hello Terri,

We apologize for the confusion with regards to your 10,000 point credit for completing the Global Lifestyle Study - [redacted] I have reviewed your account and our help desk tickets, and it appears that our help desk made a mistake in reporting that the credit had been applied to your account, and you are indeed correct. I cannot locate a 10,000 point credit to you for this study. I believe the help desk looked up the ID #, and saw the two 3,000 point credits, but did not make the connection that it was not what you were referring to.

We will be happy to remedy this situation, and will be crediting your account 10,000 points for this study, plus an additional 5,000 points for your expired points. The 15,000 points will be posted to your account by the end of the day today, January 6th, and will be listed as PanJan14 in your history. Please do note however, that this is a one-time credit, and we cannot reissue expired points in the future. Please feel free to contact us with any additional questions.

Best Regards,

Stephanie Nocito

Sr. Incentive & Community Manager, NA

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Company Name:

Sikrosky Financial Credit Union

Company Contact:

Carmen C Alvarado

Company Phone:

###-###-####

Company Email:

[email protected]

Person Who Sent the Review:

Keisha Duhaney

Staff Member:

Maureen Shea

Response:

Additional information dated 12/18/13 to original complaint dated 11/25/13. Memaber request storage fee for additional day($20)for a total of$60.00. She stated she has no account with credit union (a savings account is maintained). For member's convenience and request,a check for $60.00 will be mailed to member on 1/6/14 with letter of explanation.

Sent on: 1/2/2014 3:37:51 PM

Consumer

Response:

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,

Terri Tierney

Review: I have been a good solid member of this survey company since April 2013 and completed many online surveys. This week without warning they stopped posting surveys on my account page and when I queries it they said I had been dishonest and my account is now blocked. Although they have agreed to honour awards that I have already requested, I have about 350000 pending points worth another 80 which they will not allow me to have. I have challenged their decision and asked for evidence and am waiting to hear. I did some research on the internet and encountered similar stories from others. Apparently you have helped people in the past with this particular company and I would appreciate your help now. I enjoyed doing surveys with this company and I am disappointed that this has occurred.Desired Settlement: honour my pending survey points and reopen my account

Business

Response:

Good morning Joanna,

I apologize for the inconvenience and trouble you have been experiencing with your Toluna account and earnings. I have reviewed your account and help desk tickets, and see that our system flagged your account for speeding through 5 or more surveys you participated in, and as a safeguard, automatically closed your account to prevent any fraudulent activity.

For a little background, at the beginning of every survey, you will see a Survey Length listed, which is the average amount of time it should take to complete the session. We also include a timer within the programming of our surveys, so we can track the length of time each member takes to complete that given study. If we find that a member completes a survey in well under that stated length of time, their session is terminated for speeding, because concerns are raised over the quality of data provided, and comprehension of the subject material. If we detect that a member is repeatedly being flagged for speeding, then their account is closed in accordance with our Terms and Conditions, as we must reserve survey spaces for respondents who can provide high quality data to our clients. In these instances, any pending payment requests will be honored, however, any unclaimed earnings will be forfeited.

Returning to your specific case, I’ve confirmed that you do have a PayPal payment in process, and that you also have an available balance of 276,628 points in your account. Because we do understand that some members may read and complete a survey faster than others, and we do not want to lose our loyal and valued members like you, we have decided that we will re-instate your account on a probationary basis. Beginning today, January 9th, you now have full access to your Toluna account, points and our surveys, and may login at any time to request additional payments, and continue participating.

The probationary status means that we will be monitoring your account activity, to see that no additional flags are raised over your participation. We ask that you please take note of our survey lengths, and take time to provide careful and thoughtful responses. Unfortunately, should we notice the same behavior of speeding, we will be forced to re-close your account, and at that time, any unclaimed balance will be forfeited.

Our help desk team will be sending a copy of this communication directly to your email as a reference, and you can direct any additional questions you have to the team, or reply through the Revdex.com and we will be happy to assist you.

Again, I am sorry for the inconvenience, but hope you will remain a loyal and valued member of the Toluna community.

Thank you,

Stephanie Nocito

Sr. Incentive and Community Manager, NA

Review: I referred my mom to this site & then they wouldn't give me the 500 points for referring her as if it should even be an issue, when I contacted them regarding the matter they refused to credit my account the 500 points. So now after having to file a complaint with them & having no resolution, I'm having to go to the Revdex.com & I think they should have to credit my account 5,000 points for their bad customer service & business practice. I spend all my time taking their surveys & they can't show common courtesy? They wouldn't even respond back when I said shouldn't you just credit my account like why are we even having this conversation? I would also like to know if they're running a complete scam. It's best to communicate with me via email. Thank you.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to credit my account 5,000 points instead of the 500 they originally owed me which I asked for & they refused, just for being greedy bs... like seriously its survey points, not money coming out of their personal pockets, get real.

Business

Response:

Business Response /* (1000, 5, 2013/07/29) */

Good afternoon [redacted],

I am sorry for the inconvenience, and trouble you had with the help desk. I agree, it's a rather silly situation considering the low number of points, however I did take a look at your help desk ticket and see that the help desk did act in accordance with our terms and was following policy.

The overall issue was that because we could not track the referral, we could not issue the points. Since referrals are tracked through a link in an email your mother would have received, we use that when issuing points. Because that link wasn't used, there is no way for us to confirm that the referral took place.

However, I will be happy to issue a one-time goodwill credit of 6,000 points to your account. This credit will be posted to your account by end of day, Monday, July 29th and will be listed as PanJul13 in your history.

Thank you,

Sr. Incentive & Community Manager

Review: Toluna Group is masquerading as an incentive based market research company that offers surveys with the promise to pay incentives of cash money as well as other perks, however this company has repeatedly cheated me out of my time and efforts and I am quite literally to the point where I truly desire to all but physically kill one of them. Just recently I spent no less than 80 hours straight plugging away at countless survey questionnaires - intellectually answering an endless array of unrelated subject matters - racking my brain to the point of pain and exhaustion - until I could not stay awake any longer with the goal of achieving cash payout as I use these monies to help supplement our household income. These unethical shameless and deceitful dogs cheated me out of no less than 70 of those man hours roughly, almost all of the incentives I worked gruelingly hard for until my eyes were literally tearing spontaneously from over exposure to the blue light emitted from my computer screen - bottom line. I am a disabled US Army veteran, I served my country honorably and I want my money - I expect to be compensated in full for my time and efforts.If reparations are not made to my satisfaction I am prepared to take this matter further and I can not say for certain exactly what measure of retribution will be rained down upon these deceitful heathens. I do not appreciate being toyed with, when a man does work no matter what that work is - fair compensation is in order. When one is denied compensation due for time and work served on a project; in this case intellectual labor - Denied deceitfully, these offenses are more than deserving of violent retribution.I expect to be paid in full for my time as immediately as is humanly possible or I will in fact take matters into my own hands for this injustice and I am not sure what will ensue. Have these clowns understand this ultimatum full well. I thank you in advance for your time and consideration regarding this matter and I expect a fair and timely resolutionDesired Settlement: Get my money - a fair and just measure of compensation for time served on said survey projects in U.S Dollars - no less than 70 hours at a fair and just wage for my services rendered------------------------------------------------------------------------...⇄ follows---------------------------------------

Business

Response:

Hello,

I responded to this message on May 14th, by sending an email directly to Maureen Shea, as your online system has been unavailable for about a year now. I also followed up to confirm that Maureen received my response on May 19th, when another letter arrived, however to date have not received any response from the Revdex.com. The email chain is attached, and my response to the consumer is below .

As a follow up to the response below, the member has since cashed out his earnings and has not had any activity on his account since May 15th.

Thank you,

Stephanie Nocito

Sr. Incentive and Community Manager, NA

Good morning Mr. Hawkins,

In reviewing your letter, we took the time to check on your

account in our database, registered under the email address [redacted].

To date, you have participated in a number of Toluna surveys, and participated

in various sponsored polls and topics on our community website. As

compensation for these activities, you are awarded between 15 and 50 points for

the polls/topics, however for surveys, you will ONLY receive

compensation for surveys when they are successfully completed. As many of

the surveys you attempted were not complete, we cannot issue those incentives

to you.

With regards to the number of hours you claim to have spent

on our site, please note that membership in Toluna is completely voluntary, and

compensation is not provided based on the amount of hours you as an individual

choose to spend participating. As members of the Toluna community

are NOT employees of Toluna, no hourly wage is provided, and nowhere on our

website is this claim made. We also do not require members to spend any

specific time at all participating, and membership in our panel can be

cancelled by the member at any time. Compensation is instead issued, as

mentioned above, for completing surveys and participating in community

activities. Points for completed surveys are issued in many instances

within 24 hours, however, other more complex studies may take 2-3 weeks to

credit.

At this time, you currently have a balance of 62,940 points,

equivalent to $20.98, and this is the correct total due to you for your Toluna

participation. No additional credit will be provided based on your claims

of time spent participating. Your points can be redeemed at any time in

our Rewards Center at https://us.toluna.com/rewards.

If you feel that credit is missing for other surveys you completed, then you

will need to provide us with specific survey ID #s, or more information on what

compensation you feel is owed to you.

In addition, I would like to remind you that at registration

you agreed to the Toluna Terms and Conditions, which state how points/earnings

are accrued, and these terms can be viewed any time at https://us.toluna.com/Terms. Also

within these terms are our Member Code of Conduct, which in part state:

· Do not

communicate with the Toluna help desk in a manner which is obscene, vulgar,

harmful, insulting, threatening, abusive, harassing, defamatory, libelous,

untrue or misleading.

In regards to this point, please note that your specific

comment in your letter that “…I truly desire to all but physically kill one of

them.” Can be considered a threat, and is grounds for your account being

terminated. We ask that you please be courteous and respectful of our

staff, and understand that we are here to help you. In checking our help

desk, I do see that you contacted us on April 7th claiming we withheld

points from you. Our staff responded quickly and politely within 24

hours, informing you that the points for the survey in question were indeed

pending in your account, as you had completed the survey. As we have made

efforts to help you and have been courteous, we ask the same in return.

If this request is ignored, and we receive any additional threatening, or

insulting communications, your account will be closed in accordance with our

terms.

Regards,

The Toluna Support Staff

Review: According to my records, I submitted a rewards redemption with toluna.com of 540,000 points for six (6) $30 [redacted] rewards payments, totaling $180, on Monday, June 1, 2015. I have read Toluna's faqs and noticed it states to please allow up to 8-weeks for rewards to be disbursed. While I think this is an extra long amount of time to wait, I did allow for the 8-week period.

On Wednesday, July 29, 2015, I sent a notice using toluna.com's 'contact' message application on their website. I stated exactly as I have written in the previous paragraph and asked when I should be expecting my rewards or what the current situation of the rewards was. I did not think this was unethical or out of context, since I did wait the required time and submitted the information needed to redeem my rewards. Later that same day (July 29), I tried logging into toluna.com to check on the status of my rewards and see if perhaps I had received a reply. You can imagine my shock when I found out I have been cancelled from the site. My username is no longer active, my password is invalid, and using the site's password reset does not provide me with an e-mail, because my e-mail is not longer registered with the site since my account has been cancelled. I sent a notice, once again through the site's 'contact' message service, only to receive no reply. I have tried contacting Toluna via their contact phone number Revdex.com.com has for them as well. It's just a number which goes directly to a voicemail service stating someone will e-mail in response. Is this normal business conduct when someone asks a question or hasn't received their reward redemption after the 8-week time period? If so, I don't think this is exactly the best way to run a business.Desired Settlement: I would like my [redacted] rewards redemption credited to my [redacted] account immediately. I believe I have done my part, Toluna should do theirs. I don't really need an explanation as to why my account was cancelled, since I have formed my own opinions about this. As of Wednesday, July 29, I had at least 112,310 points in my toluna.com account. It would be very nice if my account could be reactivated and I could at least use those points towards a reward.

For your information, my toluna.com information is

USERNAME: Lisserz

E-MAIL ASSOCIATED WITH ACCOUNT: [redacted]

Business

Response:

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 $180 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

Review: I have worked for these people for years, taking surveys and getting paid for the surveys I have completed. I have never had trouble with them before, but just recently I went into my account and saw that they started deducting points from my account. Points are basically how you get paid by this company. You get points by taking surveys and spending your time to help the company gain market research and they sell that to companies. I was told in the past if your account is inactive for X amount of time then they will delete your points, so I have made sure that I remained active and therefore have actually taken more surveys and earned more points then in the past. Their answer for why they started deducting points is because now they have a "policy" that if you don't use your points within a year they get deleted. I have taken surveys regularly with this company, but I have not earned enough points to be able to cash out where I can actually get any cash at all (Paypal). Which you need 50,000 points to be able to reach this. I didn't join this company to get gift cards to chili's I did it to earn money and would like to continue to do so. I just don't see how they can say they have a policy that actually takes money out of my pockets, because I have already earned the money/points. Its like a company says work for two weeks before you get your paycheck, then in two weeks you wait a week till I pick up my paycheck, they say well you didn't pick up your paycheck from the first two weeks right after we printed it off so you aren't eligible for that money anymore. Its absurd!Desired Settlement: I would like to be refunded my points that have been deducted. In May they deducted 15,150, June 6,000 pts, in sept 8,330 pts, and in October 28,315 points, which combined with my current point total of 10,665. I would be eligible to receive twenty dollars through the company via paypal. I just don't see how they can say they have a policy that actually takes money out of my pocket, because I have already earned this.

Business

Response:

Good afternoon Mr. Peterson,

We received your communication through the Revdex.com regarding the expired points that were deducted from your account between May and October 2013. I would like to first direct you to our Site Terms at h[redacted]/Terms, and specifically the Point Expiration section which states the following:

Expiration of Points

When Points are credited to your account they will remain valid for one year from the date they are earned. If after this period the Points have not been used, they will automatically expire and be deleted from your account. This deduction will always occur towards the end of every month. For example, if you earned Points on March 15th, 2012, they will be removed from your account on March 28th, 2013, if they are still in your account.

In addition, all of your Points will immediately expire and be forfeited in the event that you cancel your account at Toluna or if your account becomes "inactive." To be an active member means that you have joined Toluna and participated in a Survey or other activity on this Site within 6 months from your initial registration and otherwise within the preceding 12 months. Toluna will not provide you with any notice of the cancellation and forfeiture of any of your Points. Toluna reserves the right to suspend these cancellation and forfeiture rules in its sole discretion.

This policy has been in effect since 2010, and in reviewing your past Toluna help desk tickets, I see that you have contacted us and have been informed of this policy on multiple occasions, including in February and March of 2011 – support ticket #[redacted]. I see in your account history as well, that we did ultimately reimburse you for 41,580 points that expired between October 2010 through February 2011, on a one-time basis, as an apology for any misunderstanding.

Considering that these communications with our help desk did take place 2 years ago, I will make an exception, and will re-issue the 57,810 points to your account which have been deducted between May and October 2013. However, please note that this is a one-time credit, and as you have been notified and have acknowledged the existence of our point expiration policy multiple times, this is the final time that your points will be reinstated to your account. Within your account, you do receive a notice stating how many points are due to expire at the end of each month, and we ask that you please make note of this amount so you can redeem for a reward before your points do expire.

The points will be credited to your account by the end of the day today, November 18th, and the credit will be listed as PanNov13 in your history.

Best Regards,

Stephanie Nocito

Sr. Incentive and Community Manager, NA

Review: I cashed out for a Virtual [redacted] Prepaid Gift Card in exchange for 60,000 points,been over 72 hours and did not get nothing from them yet.I contacted the help desk for them to resolve this issue,even they are no good.It's making me mad that they hire somebody that can't even do the job they were hired to do,just to sit around and do nothing but talk all day when they supposed to be working,it's makes no sense.Desired Settlement: I would like my reward that was promised to me,then cancel my account with them.

Business

Response:

Dear Marilan,

I am very sorry to hear about your experience with your Virtual [redacted] reward, and that it took longer than anticipated to process. Due to a surge in requests, we actually ran out of inventory mid-November, and it took a few extra days for us to receive new codes, and issue them. We do try to process all gift card requests within 72 hours, however at times it can take a little longer. If you take a look at our terms, we do state that it may take up to 6 weeks to receive a reward, (although this is extremely rare!) just in case we run into a situation like this.

However, checking our records, I can confirm that we received your request on November 14th, and it was processed on November 21st. You would have received an email from [redacted]@toluna.com containing your redemption link and instructions, and checking our help desk system I see that our staff also provided the link directly to you, to be sure you received it. Checking that link, it appears that you have already registered your code, and received your [redacted], so we consider this issue resolved.

Regarding your Toluna account, we have changed your status to unsubscribed per your request. You will no longer receive emails from Toluna. Should you wish to reactivate your account, you can do so simply by logging in at us.toluna.com, or you can contact our help desk and ask them to reinstate you.

Finally, regarding your help desk communications. I see that you contacted us twice regarding your [redacted], first on November 20th, where our support team responded that we were checking into your inquiry, and then followed up on November 22nd, to inform you that your request had been processed and you should find your reward within your email. Your second inquiry also reached us on November 22nd, stating that you could not find your reward within your email. Our staff again replied with some tips to ensure that our messages not be filtered as spam, and also provided you, your Virtual [redacted] redemption link. I am sorry if you were unsatisfied with your experience, however our staff responded in a timely and professional manner, providing you with the exact details you needed to retrieve your reward. We do apologize if you were hoping for additional information that we were unable to provide.

In closing, once again, I apologize for the additional delay in processing your reward, but am happy to see that it has been delivered. Your account has been closed as requested, but please feel free to contact us directly with any additional questions or concerns you may have.

Thank you,

Stephanie Nocito

Sr. Incentive and Community Manager, NA

Wilton River Park

21 River Road Suite 2000

Wilton, CT 06897

Review: My account was deactivated on July 23 with no prior warning. I received a generic e-mail the next day that said I could no longer access the site as a member due to "regular checks" of their database. No explanation of any specific violation was provided. All the accrued points in my account were forfeited according to the e-mail. I wrote Toluna requesting a review and re-activation of my account. I received a response from Daniel S[redacted] which stated that an "automated program" was responsible for the de-activation, and that he couldn't re-activate my account. I then requested that he redeem the accrued points in my account, but he refused to do that as well, indicating that I had not provided "accurate" information in the surveys. I told him that I had provided accurate information to the best of my ability in all the surveys that I attempted, and that no automated computer program can properly judge the accuracy or honesty of my answers. I also requested that an actual person review my account given my long-term record with Toluna. Unfortunately, I received no further response.Desired Settlement: I am requesting that my account be re-activated and all accrued points be refunded to me. Forcing members to forfeit points that were legitimately earned for previously completed surveys is an unfair and egregious business practice not worthy of a Revdex.com Accredited Business.

Business

Response:

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

Consumer

Response:

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,

Review: Company failed to make payment on a 9000 point completed survey.

Completed Toluna Survey XXXXXXX-US-Aug1 on Jun 18 2013. I contacted company immediately after doing the survey to alert of them of the problem and resolve it. The survey itself completed the entire survey (thanked me for finishing it) but would not redirect back to the Toluna website for crediting. I told the company this what happened but they told me they did not have record of doing the survey and to "go back into the survey and do it over again". Ive done literally thousands of these surveys and also am a college educated person (Masters Degree). I know what i'm talking about when I say they screwed up, I'm no dummy.

I refuted their talking points by telling them I cannot show up on a list of completed survey takers if the website will not direct me. I asked them to go into the survey themselves to verify instead of looking at an automated printout. I might add that this issue is happening to everyone, not just me. The customer support was completely unwilling to help me in any way, insinuating that I somehow screwed up. They would not lift a finger to investigate anything.

I might add that I suspect they have purposely designed the survey NOT to redirect so that they can defraud survey takers and steal the money (they get paid for providing the data their client but stiffing the survey taker). Thats right, I suspect they are engaging in fraudulent and illegal behavior.Desired Settlement: Payment of 9000 points owed plus an additional 9000 points for harassment and countless time wasted writing emails and filing a Revdex.com complaint. I expect XXXXX points (i've spend over one hour of my time filing paperwork now, when if they had just done the right thing this would all be resolved already).

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

Good morning [redacted],

I am very sorry for the trouble you encountered with this study, and that you were unsatisfied with the response our help desk provided you. I have reviewed both your help desk complaint, as well as, the respondent records from this survey and can see that our help desk team did respond to you in a timely (within 24 hours), professional, and accurate manner. Despite not receiving the desired result, you were in no way harassed by our staff.

They simply provided you with the information that was present in our database, and an explanation of our crediting timelines and procedures, as well as, our clients requirements. If necessary, a transcript of your ticket can be forwarded to the Revdex.com so they can judge the communication.

However, regarding this study, checking the respondent file for survey XXXXXXX-US-Aug1, I see that your status was recorded as "Started", which means that the system recognized that you entered the study, but did not record that you completed it, and it seems that the Project Manager did not receive the submitted data either. This very well could be due to a technical error within the study, which I have asked the Project Manager to look into to see that everything is being captured correctly going forward.

Considering that you did have trouble with the session, and we were unable to pull up your data, I will make a one-time exception and credit the 9,000 points to your Toluna account. I will not however issue an additional credit, as mentioned previously, our staff responded to your help desk ticket with factual information, and the response was in accordance with Toluna policies.

Before closing, I would like to make a note regarding your accusation to us about de-frauding our members. As Toluna requires members to provide honest, and thoughtful submissions to our surveys, likewise we commit to providing our members with the best experience possible, including honest feedback to them, and providing payment when due for completed surveys. Technical errors do occur from time to time, and we do our best to resolve these issues as they arrive using the information available to us through our systems and database, and never intentionally prevent a member from receiving points that are due to them.

The 9,000 point credit for this study will be posted to your account by the end of the day today, June 25th, and will be listed in your account history as PanJun13.

Regards,

Sara Williams

Toluna Support

Review: This company accused me for not providing accurate and honest information to surveys offered by their clients. This is what they think and they have not provided proof. They have never contacted me ONCE to warn me that they consider some of my surveys not meeting their requirements so I maybe try to actually become "dishonest" and provide the answers they would like. Their clients allow credit after reviewing my survey results. When they don't like them, they do NOT credit. ALL the credit that their clients allowed me to receive is lawfully earned and Toluna has no right to forfeit. Toluna illegally forfeit earnings that have been earned legally. It has also violated their Privacy agreement because it associates my name to survey responses. I am requesting earnings to be paid to me until the day they terminated my membership. They need to learn to respect their members and warn before they take extreme measures. Department of labor should also intervene. When you get fired, employer owes you pay until your last day unless they have to pay for damages.Desired Settlement: Refund and never hear from them again

Business

Response:

Business Response /* (1000, 14, 2013/08/19) */

Good afternoon,

Please refer to the comments below sent in response to Revdex.com Ticket # XXXXXXXX. The complainent accepted these terms and the case was closed.

Furthermore, check #XXXXXX was issued to Mr. Stergios on July 30th, in the amount of $71.42, and cleared our bank on August 13th. As we have already acknowledged and resolved this dispute, we ask that the Revdex.com please close this ticket.

Thank you,

Sr. Incentive & Community Manager, NA

Good afternoon,

After reviewing your account (registered under [redacted]@hotmail.com) I found that the reason your account was closed was due to violating our terms, as noted in your message. Our terms require members to take their time, to carefully read each question and provide thoughtful responses. Our records indicate that on 5+ occasions you sped through our studies, which ultimately led to your account being closed.

Speeding through a survey is defined as completing a session in half or less of the time indicated at the beginning of the survey, and our surveys all include timers which track session lengths to determine whether speeding has taken place. When a user speeds through a survey, it indicates to us and our clients, that they did not spend adequate time reading each question, and therefore did not provide the highest quality of responses that we require of our members. In these instances the user's session is terminated and they are not eligible for payment. When a user is flagged for speeding 5 or more times, their account is closed for violating our policies, as they have shown that they are consistently providing questionable data to our clients.

Regarding privacy, members' data is held confidential, and is not supplied to our clients. Your name, address, and email are never provided to clients or third-parties, unless you are explicitly asked and agree to provide this data during a study. And, this would only be asked if the survey required us to mail something to you, or the client needed to personally re-contact members for a survey. In general, clients are provided with an ID # for each respondent record, and only we at Toluna can tie that record back to a user's account.

If you personally contact a client of ours, then you are providing your details to them, and are giving them permission to contact us for more information about your survey session.

To conclude, your account was closed in accordance with our policies, and it is also stated in our terms, that we [redacted] close any account without notice, if we suspect a violation has occurred. We have in no way violated your privacy, but if you feel otherwise, please provide examples or evidence so we [redacted] investigate internally.

Regarding your Toluna account balance, seeing that you were not warned, and have been an active member for some time, we will make a one-time exception and will issue a check payment for the remainder of your funds, which total $71.42. If you could please reply and confirm your full name and mailing address, we will begin processing that payment for you.

Regards,

Sara Williams

Toluna Support