Toluna USA, Inc.

Review: Thank you in advance for your help and mediation, Revdex.com. I requested a check redemption valued at $25 USD at [redacted].com's Rewards Center ([redacted] USA, Inc.) back on May 26, 2015, but have yet to receive it. Since July 12, 2015, I have exchanged a number of emails with a [redacted] representative requesting check payment and status updates, but despite a promise to have the check processed within the week and continually marking my help requests as "Closed" or "has been addressed", as of today, July 27, 2015, nothing has been sent! [redacted] is usually timely with payments or communications, and I have been a long-time member since 2006, but asking members to now wait over two months for payment without delay notification, bonus incentives or even a personal apology is simply disrespectful to members, and bad consumer practice. Enclosed below are the numerous emails I have exchanged with [redacted] thus far in my quest for payment resolution:

"Subject: Attn: [redacted] Incentive Department RE: Your support case

Date: Mon, 27 Jul 2015 18:59:16 +0000

Dear [redacted] Incentive Department,

Where is my prize redemption from 5/26/2015?

Please update me as to the current status of my long overdue check request and why it is continually being delayed. It has been over a couple of weeks now since my latest correspondence with [redacted] representative promising my check within the week, but I have yet to receive my requested prize redemption in the mail or any kind of formal delay/apology notice or incentive from [redacted].

As a consideration for other [redacted] panelists, please also include a warning on your website or blog that check requests (and other rewards you do not have "in stock") are no longer possible to be fulfilled at [redacted] as of spring 2015, especially not in a timely manner.

And as it has been over two months since my initial prize redemption request, despite how much I enjoy using [redacted] (and have been doing so for years!), I may have to choose to escalate this issue with Revdex.com or another third party consumer protection agency in order to expedite the continually delayed processing of my reward.

Date: Tue, 14 Jul 2015 23:56:05 -0700

Subject: Your support case has been addressed

We have responded to your case about "Awaiting Reward Redemption from 5/26/2015". The response is:

Thank you for your kind email and wish you a lovely day!

Regards,

Thank you for contacting us.

The [redacted] Team

Further information about your case is included below. Please do not reply to this email unless you wish to reopen the case.

ID: [redacted]

Type of Issue: Other

Summary: Awaiting Reward Redemption from 5/26/2015

Problem Description: re: 5/26/2015 Check Payment (In $25 increments) - 75000 Processing 7/12/2015

Dear [redacted],

I requested a $25 reward back on May 26, 2015, but have yet to receive it. Every time I check on its status, the website says the reward is still in "processing" mode. If cheque payments are no longer possible with [redacted], please let me know, and if this is the case, please go ahead and return my 75000 points to me so that I may redeem them for something you do have in stock. Thanks for your help in this matter.

Additional Notes: Thanks. I will hold you and [redacted] to your one-week promise then, and look forward to receiving my overdue check reward request soon within the week. I'll hold onto our emails for now, but hopefully I won't need to follow up on this again!

Thanks again.

Date: Tue, 14 Jul 2015 06:30:02 -0700

From: [redacted].com

Subject: Your support case has been addressed

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

[redacted] Team

Further

information about your case is included below. Please do not reply to

this email unless you wish to reopen the case.

ID:[redacted]Type of Issue:OtherSummary:Awaiting Reward Redemption from 5/26/2015Problem Description:re: 5/26/2015 Check Payment (In $25 increments) - 75000 Processing 7/12/2015

Dear [redacted],

I requested a $25 reward back on May 26, 2015, but have yet to receive it. Every time I check on its status, the website says the reward is still in "processing" mode. If cheque payments are no longer possible with [redacted], please let me know, and if this is the case, please go ahead and return my 75000 points to me so that I may redeem them for something you do have in stock. Thanks for your help in this matter.

Additional Notes:Hi [redacted] Incentive Department,

Thanks for the detailed reply. I figured it might be something like that, but you guys should really let the community know about the delays for specific rewards like check requests. I'm disappointed this time because in the past (and I've been a member since 2006) [redacted] has usually been on the ball (or at least timelier!) about reward redemptions.

In any case, if you can throw in an additional 1000 points for my having waited (in less than a couple of weeks, it will be two months since I ordered this prize!), I'd be willing to accept the return of the 75000 points immediately or as soon as possible instead of waiting an undetermined amount of time more for the check to finally go out.

Sincerely,

Date: Mon, 13 Jul 2015 04:21:13 -0700

From: [redacted].com

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:

Dear,

Thank you for your email.

Unfortunately, as our Incentive Department informed me, we are experiencing numerous delays in check requests and we apologize for that. We fully understand that you work hard to earn your rewards and we assure you that we will be dispatching the check requests as soon as we possibly can. We thank you for your patience and we hope that you enjoy spending your reward once received.

As a side note, if you don't want to wait anymore and wish to get your points back in your account balance, in order to redeem for another payment method, please let me know.

We are really sorry for this and thank you for your patience and hope you enjoy your reward once you receive it!

Have a lovely day and regards,

Thank you

for contacting us.

The

[redacted] Team

Further

information about your case is included below. Please do not reply to

this email unless you wish to reopen the case.

ID:[redacted]Type of Issue:OtherSummary:Awaiting Reward Redemption from 5/26/2015Problem Description:re: 5/26/2015 Check Payment (In $25 increments) - 75000 Processing 7/12/2015

Dear [redacted],

I requested a $25 reward back on May 26, 2015, but have yet to receive it. Every time I check on its status, the website says the reward is still in "processing" mode. If cheque payments are no longer possible with [redacted], please let me know, and if this is the case, please go ahead and return my 75000 points to me so that I may redeem them for something you do have in stock. Thanks for your help in this matter.

Sincerely,

Status:ClosedDate Closed:Jul 13 2015 07:20:25

Status:ClosedDate Closed:Jul 14 2015 09:29:03

Hi [redacted] Incentive Department,

Thanks for the detailed reply. I figured it might be something like that, but you guys should really let the community know about the delays for specific rewards like check requests. I'm disappointed this time because in the past (and I've been a member since 2006) [redacted] has usually been on the ball (or at least timelier!) about reward redemptions.

In any case, if you can throw in an additional 1000 points for my having waited (in less than a couple of weeks, it will be two months since I ordered this prize!), I'd be willing to accept the return of the 75000 points immediately or as soon as possible instead of waiting an undetermined amount of time more for the check to finally go out.

Sincerely,

Date: Mon, 13 Jul 2015 04:21:13 -0700

From: [redacted].com

To:

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:

Dear,

Thank you for your email.

Unfortunately, as our Incentive Department informed me, we are experiencing numerous delays in check requests and we apologize for that. We fully understand that you work hard to earn your rewards and we assure you that we will be dispatching the check requests as soon as we possibly can. We thank you for your patience and we hope that you enjoy spending your reward once received.

As a side note, if you don't want to wait anymore and wish to get your points back in your account balance, in order to redeem for another payment method, please let me know.

We are really sorry for this and thank you for your patience and hope you enjoy your reward once you receive it!

Have a lovely day and regards,

Thank you

for contacting us.

The

[redacted] Team

Further

information about your case is included below. Please do not reply to

this email unless you wish to reopen the case.

ID:[redacted]Type of Issue:OtherSummary:Awaiting Reward Redemption from 5/26/2015Problem Description:re: 5/26/2015 Check Payment (In $25 increments) - 75000 Processing 7/12/2015

Dear [redacted],

I requested a $25 reward back on May 26, 2015, but have yet to receive it. Every time I check on its status, the website says the reward is still in "processing" mode. If cheque payments are no longer possible with [redacted], please let me know, and if this is the case, please go ahead and return my 75000 points to me so that I may redeem them for something you do have in stock. Thanks for your help in this matter.

Status:ClosedDate Closed:Jul 13 2015 07:20:25

Status: Closed

Date Closed: Jul 15 2015 02:55:02"Desired Settlement: $25 check payment or [redacted] payment to my email address on account, as well as a notice on the [redacted] website's Rewards Center that checks (and other rewards no longer or not currently in stock) are not available to members/panelists for immediate or timely redemption.

Business

Response:

Good morning,

I am very sorry for the delay and long wait with your check payment. You are correct, typically, checks are processed much quicker, unfortunately due to extenuating circumstances, our we have gotten quite behind schedule and we have been unable to provide accurate timelines for when requests will be mailed up until this point. With regard to your payment though, payment files for the week of your request - and I believe the 2 following weeks as well - are being sent to our processor by Friday of this week (if not tomorrow), and checks will mail out either Tuesday the 4th or Wednesday the 5th.

Honestly, we are embarrassed at how delayed payments are right now, and hope that we can clear our backlog very soon to get back on our regular schedule. The check absolutely will mail next week, but if you would prefer to cancel it, we can do that for you. I would just ask that you email me at [redacted]Rewards@[redacted].com today - July 29th - to confirm, so we can be sure to pull the request from our payment file before it goes to the processor.

Should you choose to cancel the payment, gift cards are being processed within 72 hours, and [redacted] payments are processed within 1-2 weeks. To note, we have temporarily deactivated the options for both [redacted] and [redacted] while we wait for new inventory to arrive, to avoid further delays in processing for our members.

Once again, I truly am sorry for the inconvenience, and hope that this will not continue to be a problem in the future. Please do let me know if you would like to cancel the check request, although this time I can say that the payment will be issued within a week (Finally!).

Best Regards,[redacted]Sr. Incentive & Community Manager, NA[redacted] USA

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: This company contacted me over a week ago. They obviously bought my name and information from some marketing list. I contacted at least twice by email asking them to remove me from their database.

Instead I am still being emailed about a job I didn't apply for Receptionist.

I want them to remove me from their database since they acknowledge from an email sent on December 24 from their team signed by a [redacted] that I did not register with Toluna.

I want to completely be removed from their database and Toluna not to sale my information to another company to be harrassed all over again .Desired Settlement: Remove me from their database. And not to sale my information to another company!

Business

Response:

Good morning,I am very sorry for the inconvenience. First, I've checked our database confirmed that the email address [redacted] is not registered with us, and unless it was already deleted (per your note about being contacted by [redacted]), you should not be receiving any communications from Toluna. Regarding the content of the communications, it does sound as though you may be receiving spam email from another person/entity using Toluna's name fraudulently. We would not reach out to anyone regarding offering a position, as we are a market research company, and would only be sending invitations for survey participation, and other relevant account updates.I will contact our IT department to confirm that your email has been removed from our system, however, if you are continuing to receive emails from Toluna - please contact me at [redacted], and let me know. Please forward the last email, and include the sender's address so I can see specifically what email address the notices are being sent from. If it really is an internal message, then we'll be able to tell that person/department to stop emailing you. If it's spam, then we can alert you to that, and see what we can do to have that scam ended.Again, I am very sorry for the inconvenience. If there's anything more we can do to assist you, please let me know.Thank you,[redacted]

Review: The policy that points expire are not prominently noted on the website.

Dear Sir/Madam:

I am including the chain of e-mails between myself and customer service. I became a member of Toluna after it acquired Greenfield Online. In this transition process, I should have been told that the points expired. I have not been affected this until March of 2013. Please give me the points as a one-time gesture of good customer service they are worth in excess of $80.

Thanks,

_______________________________

Dear Sir/Madam:

I have never lost points prior to this year. I should not have to read the terms and conditions to know about your points expiration policy. This policy should be advertised clearly. I ask that you provide a one time exception and credit back all points that I lost. I'm sure most people are like me and don't read the terms and conditions.

Best Regards,

------------------------------

On Thu, Aug 29, XXXX X:XX AM EDT [redacted]@surveycenter.com wrote:

>

>Dear

>[redacted],

>We have

>responded to your case about ". The response is:

>Dear [redacted], The points in your account were removed as part of our point expiration policy which has been listed in our terms and conditions. The policy states that any points not redeemed within a year from when they were earned, will expire regardless of your activity. To see if you have points which will expire at the end of this month, please enter your account, go to "You" - "Points" section. Between the calendar and the table with the points you earned, will be shown how many of your points will expire at the end on the month (if you have points which will expire). Please be assured that we are doing everything we can on our end to look for ways of improving our new site. Best regards, [redacted] Miller

>Thank you

>for contacting us.

>The

>Toluna Team

>Further

>information about your case is included below. Please do not reply to

>this email unless you wish to reopen the case.

> ID: XXXXXX Type of Issue: Survey payment Problem Description: Dear Sir/Madam: Why is my account being deducted points on 3/XX (-XXXXX) X/XX (-XXXXX) X/XX (-XXXXX), 6/XX( XXXXX), 7/XX (-XXXXX) and 8/XX (-XXXXX)? I did not know that the points expire. I was letting my points accumulate. It is only when I checked my points that I saw that I have over 27,000 points that are schedules to expire on 9/28. I do not remember seeing notice that the points were going to expire. I have lost 247,205 points which have a cash value of over $80 Please add the points back to my account. Please advise. Best Regards, [redacted] Status: Closed Date Closed: Aug 29 2013 04:54:15 Desired Settlement: I would like my deleted points as a one-time gesture since I was not aware of the policy of points expiring after 1 year. Also, I have been a good member for a number of years that actually have done the surveys well by providing through and logical responses.

Business

Response:

Business Response /* (1000, 5, 2013/09/09) */

Good afternoon,

I am very sorry about the inconvenience and to hear how many points have expired within your account.

To preface this email, our help desk did reply correctly, as it is each member's responsibility to take the time to review our terms and conditions, and it is also within our terms and conditions that they may change at any time without notice. With that said, I did a check through our blog's archives and found that we did actually notify members twice about the expiration policy in 2010 - first on October 19th - http://usblog.toluna.com/2010/10/19/validity-of-points-2/ and again on October 29th - http://usblog.toluna.com/2010/10/29/expiration-of-points/

Yes, it was nearly 3 years ago, but it's important to note that members were notified/reminded about this policy, which was put into effect in January 2010, and that your best source to find news about Toluna is to check our blog at usblog.toluna.com.

At any rate, because of the length of time since notifications, and considering that until this year, this policy did not apply to your account, I will be [redacted] to issue a one-time credit to your account for the points that expired between March and August of 2013. The total points which expired are 247,200 ($82.40), and these will be credited back to your account by the end of the day today (September 9th) and the credit will be listed as PanSep13 in your history.

Please do note that this is a one-time exception, and we will not reimburse for any future points that expire. As you are a very active member, I do recommend cashing out regularly to ensure that none of your points are lost.

Once again, I am sorry for the inconvenience, but [redacted] to make this exception for you. Please feel free to contact us with any additional questions you [redacted] have.

Best Regards,

Sr. Incentive & Community Manager, NA