Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent endless hours doing toluna surveys. As soon as i tried to cash in my points for 2 ****** gift cards i was sent a denial email and locked out of my account. With a message stating oops looks like a problem on our end refresh and try again. Been trying for days to get on and cash in for what im owed.

  Business response

  12/06/2024

  Hello *****,
  
  At Toluna, we are dedicated to upholding the integrity of our community and ensuring a positive experience for all our members.
  As part of our routine panel quality reviews, we identified some discrepancies in your account and survey participation that do not align with our quality standards.
  As a result, your Toluna account has been suspended, and any accrued earnings have been forfeited in accordance with our Terms of Service.
  
  Specifically, your responses in multiple surveys were flagged as invalid by our clients, leading to terminations due to fraudulent activity.
  Additionally, there were indications that surveys hosted directly on Toluna****, which implement extensive quality controls to ensure high data standards, were being deliberately avoided.
  
  We understand this situation may be disappointing, and we regret having to take this action.
  Thank you for your understanding.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company continues to refuse to reward survey participants after hours of taking surveys in good faith. I took many surveys and had over 140,000 points built up in equivalent to approximately $40-$50. Tried to redeem reward for ****** gift card and was denied. Then tried to redeem for dollar amount to ****** and denied. Not once was I given a reasoning for denied redemption of points. Then I discovered my account was locked without any explanation and unable to reactivate or change password to be able to access account. I have now come to discover after reading am at reviews on ******* *** ***** site that Toluna has done this to many participants in recent months-last year. I used Toluna over a decade ago without any issues but this time around I have discovered this is truly a scam and you need to be aware.

  Business response

  12/06/2024

  Dear *********,

  At Toluna, we are committed to maintaining the integrity of our community and ensuring a positive experience for all members. During our routine panel quality checks, we identified certain discrepancies with your account and survey activity that may affect our quality standards.
  Specifically, our system flagged activities that appear to contradict the information provided in your member profile or may not align with our Terms of Service. To address this, we reached out to you via ticket #******* requesting confirmation of your personal information. Unfortunately, we have not yet received a response.

  We kindly ask you to review this matter and provide the necessary details at your earliest convenience.

  Your prompt response will help us resolve the issue and maintain your account status.
  We look forward to hearing from you soon.

  Kind regards,
  The Toluna Team

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Toluna and after a couple weeks i amassed over 85k in points. When I tried to cash them in for an ****** gift card I was told they clouldn't complete the offer and refunded my points. Tried it again, same result. I cintacted them and they told me to log in and try again. Suddenly, unable to log in. Then they tell me I'm suspended for some reason they never really articulate. I would like my points back and turned in for the ****** gift card.

  Business response

  11/27/2024

  Hello *******,

  Following up on ticket #*******, we want to confirm that your account was suspended in accordance with our Site Terms of Service due to quality-related concerns.
  This suspension is final, meaning that any points in your account have been fofeited.Due to the nature of the flags on your account, we are unable to allow further participation on our site.

  We regret that this is the outcome and wish you all the best moving forward.
  Kind regards,
  The Toluna Team

  Customer response

  11/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You have offered zero proof of any wrongdoing on my part. It was fine and dandy while I was doing surveys but when I tried to cash in I was tossed without any reason why. And thaat has not changede, zero reason why.
  
  Sincerely,
  
  ******* ******

  Business response

  11/29/2024

  Dear *******,
  
  Following a thorough review of your account, we have identified several violations of our Site Terms of Use and Membership, which include:
  
  1.    Suspicion of multiple accounts: Our system has detected patterns indicating the use of more than one Toluna account, which is strictly forbidden under our policies.
  2.    Survey activity concerns: Your participation in surveys has been flagged by our clients due to quality concerns, resulting in the termination of your survey responses.
  3.    Code of Conduct violation: The language used in your communication with our customer service team, specifically referring to us with, **** *********** *** **** ** ****** is a clear violation of our Code of Conduct. Our Terms explicitly prohibit communication that is obscene, vulgar, insulting, or abusive.
  
  Given these multiple breaches, your account suspension will remain final. This decision is in full accordance with our Site Terms, and we will not engage in further correspondence regarding this matter.
  We appreciate your understanding.
  
  Best regards,
  The Toluna Team

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made ****** orders after reaching the minimum threshold and as per guideline, they are supposed to deliver the rewards within 1-3 weeks, unfortunately, my two orders dated October 9 and 13, respectively, have been processing for a month, with the former being 5 WEEKS since order creation. Again, FIVE WEEKS. I want to know if the company no longer pays or Toluna just don't want to pay. Thank you. Hoping for your clarification on this matter.

  Business response

  12/04/2024

  Dear ****,

  Please accept our sincerest apologies for the delay in processing your ****** payments.
  We completely understand how important it is for you to receive your rewards on time, and we deeply regret not meeting our usual delivery timeframe of three weeks in this instance.
  After reviewing your account, we’re pleased to confirm that both ****** payments in question were successfully processed and delivered to you on November 18, 2024. If you need any further clarification or assistance, please do not hesitate to contact us!

  Thank you for your patience and for being a valued member of the Toluna community.
  Kind regards,
  The Toluna Team

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I joined Toluna several months ago. After accumulating a lot of points from taking surveys I tried to cash out last week for two $15 gift cards. Within about 24 hours I received an email stating that the order had been canceled and my points credited back to my account, with no explanation why. So I tried to cash out again, thinking it was a glitch. The same thing happened again. So I emailed them and was told that the payment requests were cancelled during a review process performed by their incentive team, but they couldn’t share the details of that decision. I then went to log in to my account and, when I couldn’t log in or reset my password, realized that my account had been suspended/closed. I had accumulated over 90,000 points after spending hours and hours taking surveys for months only for this company to close my account with no explanation. I regularly take surveys with multiple other companies and I have never had this issue. I answer all questions honestly and appropriately so this should not have happened.

  Business response

  11/14/2024

  Hello ********,

  We suspended your account for a quality review, as noted in ticket #*******.

  After careful consideration, we've decided to reinstate your account, and you now have full access.

  Kind regards,
  The Toluna Team

  Customer response

  11/14/2024

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

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As we all now time is money and money is time. In this case Toluna promised in black and white compensation for my time reading and completing surveys and filling out questionnaires to match me with ones that targeted my demographic. I completed easily over 40-50 surveys which was over 25-30 hrs of my time which I can't get back and could've invested elsewhere. Well I was truthful about each and every single answer and made sure to diligently read and double check each question so I can provide the best answer for these companies which I'm sure paid a premium to use the services of Toluna. I have no reason to lie or be deceitful, especially over a survey that is literally paying me in points that in turn are transferred to gift cards and the monetary value is .10-.20 cents in change. There's no value or advantage to me lying to complete these surveys, everyone knows that if your responses don't match those of your profile, you won't get any surveys to complete. So after some time I finally reached a 30000 point milestone and redeemed a $10 ****** gift card and waited and waited and no email or information was ever forwarded or relayed my way. I tried logging in and no password reset came to my inbox. I contacted the customer support team and they sent me an email stating I was fraudulent in my responses, my fingerprint authentication was invalid, my IP address was unstable and flagged for fraud and many other untrue and made up excuses. I'm a disabled veteran and did 3 tours in *********** *** **** and I'm an honorable person and I'm not stating this because that makes me more or less honest than the next person but I am honorable and I have integrity and when I say I'm going to do something, that's my word and I'm bonded to it. I won't come up with some excuse to not follow through with a promise I said I would do, especially if you have invested your time,and attention. Read the reviews Toluna does this systematically as soon as someone redeems, this is fraud.

  Business response

  11/08/2024

  Hello *****,

  Following up on ticket #*******, we want to confirm that your account was suspended in accordance with our Site Terms of Service due to quality-related concerns.
  This suspension is final, meaning that any pending reward requests associated with your account have been cancelled and will not be processed. Due to the nature of the flags on your account, we are unable to allow further participation on our site.

  We regret that this is the outcome and wish you all the best moving forward.
  Kind regards,
  The Toluna Team

• Initial Complaint

  10/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Sept 2 I earned $25 that was to be deposited to my ******. I emailed several times and get emails back that it will be resolved but yet no resolution

  Business response

  10/10/2024

  Hello ******,
  

  We sincerely apologize for the delay in processing your reward request.

  As previously explained by our Customer Support team, we encountered some processing delays last month. However, we are pleased to inform you that both of your reward requests have now been successfully processed.

  Kind regards,

  The Toluna Team
  

  Customer response

  10/11/2024

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

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I completed an hour long remesh session regarding Health and Wellness Advertising for ********** on 9/10/2024, which was to pay out $35 in the form of an ****** gift card and I have yet to receive it. When I contacted ********** about when we would receive our "reward", they did not respond. I tried to report ********** but received a response that the company appears to no longer exist, so I am going through Toluna who is the credited parent company of ********** - I do not consent for this fraudulent company to have my data without paying for it and will report to ** ******** ******* and file an Internet Crimes Complaint with the *** if I am not compensated for the data I provided.

  Business response

  09/27/2024

  Hello ******,

  Thank you so much for your patience while we reviewed the matter on our end.

  Although you don't have a Toluna account, we were able to confirm your participation in the ******** ******** study conducted on September 10 through *********.
  As promised during the session, there’s no need for concern regarding your incentive. It is on its way and will be delivered within 4-5 weeks. For your reference, here’s an excerpt from the session’s conclusion, which we're including again for clarity:
  "Thank you. We have come to the end of the session. It has been very interesting to see your opinions on these ads. We hope you enjoyed the experience and really appreciate your participation. You will receive the agreed upon incentive. Please allow up to four-five weeks for delivery. Thank you and have a nice day!"

  
  Once again, thank you for your valuable participation.
  Kind regards,
  The Toluna Team

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: The email I received said payment would go out within two weeks of completion of the study - it has been over that time and I have still yet to receive my "reward", but the business has my data, which I only provided with the expectation I'd be paid for it, and for no other reason.
  
  Sincerely,
  
  ****** *******

  Business response

  10/03/2024

  Hello ******,

  Upon checking internally, we can confirm that the rewards for all respondents who completed this study were issued yesterday.
  You should have received your reward by now. If you haven't, please don't hesitate to reach out, and we will investigate the matter promptly.
  

  Kind regards,
  The Toluna Team
  

  Customer response

  10/03/2024

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Toluna for a long while now, I’ve cashed out with them numerous times and I’ve never had a problem with this platform, until now. I redeemed $10 about a week ago and recently I’ve received an email stating that “my gift has been cancelled” i cannot login to my account, this is infuriating. I do not lie on my surveys and I try not to rush too fast, and I’m definitely not a bot. My account was removed because this system is shoddy and they will remove anyone at any RANDOM moment. I want my money that I rightfully deserve, I spent days working towards 10 dollars and I will see that I receive that money into my account. I will pester this company for years if I have to get what I am owed, this is outrageous.

  Business response

  06/26/2024

  Dear ******,
  
  As explained in ticket #*******, your Toluna membership has been suspended after a quality check review of your activity over the past 12 months. This decision is not random but justified. Our Data Quality team found 25 flags in your survey responses: rejected for poor quality in 2 surveys, speeding through 5 surveys, and fraudulent attempts in 18 surveys.
  
  These actions violate our Code of Conduct, which requires members to provide truthful and considered responses. As a result, your account was closed and your remaining earnings were forfeited, as per the Site Terms you agreed to.
  
  We regret this outcome and wish you all the best!
  Kind regards,
  The Toluna Team

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  this company is a fraud.
  
  Sincerely,
  
  ****** *******

  Business response

  06/27/2024

  Hello ******,
  
  We are sorry you feel this way.
  The suspension of your account was based on sound reasons, as we have previously explained in detail.
  
  This is our final response and we have nothing else to add.
  
  Kind regards,
  The Toluna Team

  Customer response

  06/27/2024

  
  Complaint: ********
  
  Go jump with a noose, ******* *******. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was scammed by Toluna Influencers. I waited for more than 3 weeks for my $20 ****** redemption and today they sent me an email saying that they can’t redeem my ****** redemption and that the points have been credited back to my account. I think that they closed my account because when I tried to login I couldn’t login at all. I did the forgot password option and I still haven’t gotten an email which means that they closed my account. They are a scam survey site.

  Business response

  06/20/2024

  Hello ********, 

  Your account was suspended for failing the quality checks. We have detailed all the reasons in ticket #*******.

  As we believe in second chances we have re-opened your account on a probationary basis, under the conditions that you ensure your personal information is correct and up to date and that you will take all surveys in good faith and pay the needed attention going forward.

  Kind regards,

  The Toluna Team
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩