Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint with regards to my account that I created in September of 2024. I had filed a ticket about a few days back about being unable to reset my password, only to be informed that my account had been closed exactly a day after I had created the account due to "quality" issues. I believe that my account may have been suspended in error, and would like to request that my account be manually reviewed, and it to be reopened on a probationary basis if possible.

  Business Response

  Date: 01/15/2025

  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 and 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 Answer

  Date: 01/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I signed up to Toluna in the last few weeks, to earn money for completing surveys. I am a member of several similar sites, and pride myself on answering honestly. I attempted to log in a few times over the last few days, and an error appeared. I clicked Forgot Password, and was not sent the reset password email. When I contacted Toluna they replied to say my account has been deactivated due to inconsistencies in my answers. When I googled this, I see that this is a recurring action against members by Toluna. Like countless others, I have spent many hours completing surveys, submitting them successfully, and building up points. These points were awarded for submitting acceptable, and completed surveys. They have not only rescinded these points (which are exchanged for vouchers once the target is reached), but they have fully cancelled my account so I have absolutely no access, even to see how many points that had accumulated. This is appalling treatment and should certainly be investigated and dealt with accordingly. Many thanks,*****

  Business Response

  Date: 01/15/2025

  Hello Grace,
  
  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 remaining points in your account have been forfeited. 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 Answer

  Date: 01/15/2025

  I am rejecting this response because:   

  There is absolutely no explanation here. I was not provided with a reason to justify losing out on my valuable time and the points that I earned. It's disgraceful that this company would take advantage of their members like this. There is not even a warning, to give a member the opportunity to improve their survey skills before being rudely and abruptly removed from the site. It's disgusting treatment.

  Business Response

  Date: 01/16/2025

  Dear *****,
  
  At Toluna, we are dedicated to upholding the integrity of our community and ensuring a positive experience for our members.
  As part of our routine panel quality reviews, we identified 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, multiple surveys flagged your responses as invalid by our clients, leading to terminations due to fraudulent activity. Additionally,there were indications that you accessed surveys from a different location than the country of registration.
  
  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

  Date:12/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November *******, I just processed my order details worth 250pesos from TOLUNA and be delivered to my ****** account. Normally , it takes 3weeks to be delivered but Up until at present. I haven't received the fund on my ****** ac ct have been doing this often so I know and this is the first time happened. I raised up and submit a ticket to toluna and keeps on telling me the same reasons. It's unbelievable because they haven't done uo to any solution. Pls help me because I am unemployed I need every cent. Pls reply through my email ************************** you. Happy holidays.

  Business Response

  Date: 01/13/2025

  Dear *****,
  
  Thank you for your patience, and we sincerely apologize that our usual 3 weeks timeframe for processing ****** payments has been surpassed.
  
  You should have already received an email confirming that your ****** payment has been completed.
  
  Thank you again for your patience, understanding, and contributions to our community. We truly value your participation.
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toluna awards people gift cards for filling out surveys. Anyway, to date I have been awarded 2 Amazon gift cards. The second one they sent me was a duplicate of my first one. You cannot usevthe same card twice. I have tried 6x to get this resolved, and they keep sending me AI responses, asking me to explain the issue. As stated earlier, I have followed through with this 6x. Please help me, this is fraudulent. Thank you for your time.

  Business Response

  Date: 05/28/2024

  Hello ****,
  
  We are pleased to confirm that the two distinct reward links were sent to you once the payment requests were processed. Additionally, our support staff has resent these links in ticket #*******.
  
  We would also like to take this opportunity to remind you of our Member Code of Conduct, which advises against using harassing or offensive language both on our website and in communications with our staff. We kindly ask that all communications remain respectful and free of explicit or profane language. Failure to adhere to these guidelines may result in the termination of your membership in our panel.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/11/23 I have made multiple attempts to reset my password and have received multiple emails notifying me that I would receive a password reset email. I have yet to receive it. I've looked through my spam folders and junk folders to no avail. All i want to do it recover my account so i can continue to use this app on my phone. I've tried calling their phone number at their ******, ** location but was notified that it is no longer in service. I'd just like an actual email or phone call to resolve this issue.

  Business Response

  Date: 03/22/2024

  Hello ****,
  
  As we explained in ticket #******* accounts are occasionally closed when our systems detect activity that could negatively impact the integrity of our processes. As such, the account is temporarily suspended so that we may perform an in-depth review of your activity.
  After this review we have decided to reopen your account on probation.
  
  To avoid your account being flagged and suspended again in the future, please take your time to provide thoughtful and careful responses to each question in upcoming studies and make sure your personal information are always accurate, complete and up to date.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a survey website. They give points per every survey answered and completed. Surveys range from 5-30 minutes and take time to complete. I had completed enough surveys to have enough points to exchange for money, or gift card, and then my account was suspended. They refuse to credit my points. I was working on this for a month, and they give me no reason as to why.

  Business Response

  Date: 03/11/2024

  Dear *******,
  
  Our support team has explained in detail the reasons for the suspension of your account in ticket #*******.
  
  To avoid your account being flagged and suspended in the future, please take your time to provide thoughtful and careful responses to each question in the upcoming studies.
  Also, please make sure to update your contact information immediately after logging in to your Toluna account and maintain its accuracy.
  
  Should you have any additional concerns or require further clarification, please don't hesitate to reach out to us. Our support team is ready to assist you.
  
  Kind regards,
  The Toluna Team

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against the Toluna site. I was an active member of the site, participating in surveys when they were available, and it took me a long time to reach the required points balance. After that, I asked to redeem my points. Then guess what happened, after several weeks of waiting, they sent an email apologizing for their inability. I am processing the refund request and after that I tried to log in to my account repeatedly but it seems like it has been closed. Well at least they can tell me that I don't have to try for more than 10 attempts and all the site tells me is that something is wrong. I understand that they are trying to evade the payment and this is one way. This is unacceptable and is considered clear fraud. I demand compensation from them for the time I wasted there, in addition to that they should be more professional regarding this.

  Business Response

  Date: 01/18/2024

  Dear *******,
  
  We regret any dissatisfaction you may have encountered while utilizing Toluna, and we apologize if it conveyed the impression of unfair practices towards our members. Please be assured that fairness remains a fundamental value for us.
  
  According to our Terms of Use and Membership, we reserve the right to monitor member activity. If accounts display signs of fraud or abuse,they may be terminated, and accumulated points forfeited. The suspension of your account is based on factors outlined below.
  
  We are committed to providing a rewarding experience for Toluna Influencers and ensuring high-quality data for our clients. Ongoing quality checks revealed flags related to your survey participation, indicating potential issues with your activity. Additionally, your registration information couldn't be verified through our usual channels.
  
  Multiple Toluna accounts, including yours, share similarities, suggesting suspicious activity. Despite this, we believe in second chances. Confirming your personal details can reopen the verification process. If compliant with our Terms & Conditions, your account may be reinstated on probation. Otherwise, membership remains terminated.
  
  Furthermore, we'd like to clarify that our support team did not receive any e-mail from you. We initiated contact with you in ticket #******* following this complaint.
  
  Thank you for your understanding.
  The Toluna Team

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to take surveys on Toluna about a month ago because I actually enjoy doing online surveys and the points incentive was a great bonus. About a week ago I was no longer able to sign into my account. I reached out to support and was eventually told my account had been suspended because of issues with my survey activity. I asked for clarification and got a vague reply that gave me no further information. I always answered the surveys honestly and to the best of my ability. I regularly encountered quality control questions to prove I was paying attention etc and was able to answer those correctly. Last I checked I had about ****** points that I would have been able to redeem for a $30 gift card. I know $30 is no great fortune, but it's the principle and the fact that I spent hours of my time doing surveys that is now for nothing. At this point it would be great if I was just able to get the reward (my points) that I am owed for the ************* that I put in to completing these surveys truthfully.

  Business Response

  Date: 12/27/2023

  Hello *****,
  
  We regret any dissatisfaction you may have encountered while utilizing Toluna.
  
  It is important to highlight that we implement rigorous quality checks, and accounts may be suspended when our systems identify activity that could potentially compromise the integrity of our processes.Consequently, your account underwent a temporary suspension to facilitate a thorough analysis of your account data. We appreciate your understanding of this aspect of our platform. Our dedicated support team has already followed up with you regarding the situation of your account through ticket #*******.
  
  Should you have any additional concerns or require further clarification, please don't hesitate to reach out to us. Our support team is ready to assist you.
  
  Warm regards,
  The Toluna Team

  Customer Answer

  Date: 12/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last few weeks, I have been answering surveys on Toluna.com. I have had many difficulties trying to log in to my account and have had to reset my password. I have followed all the rules and have spent hours completing surveys on Toluna. In the last day or so, I again have had issues when trying to log in. I sent customer service a request to look into it. I received a standard email back giving me directions on how to change my password and login. I have done that numerous times and advised them of that. When I couldnt log in, at last I contacted them again. Then, I received an email that blamed me for the problem and that my use of their website did not follow their quality guidelines - I asked for an explanation and they simply forwarded me the email again and again. I had multiple problems while trying to answer surveys - I would be cut off during surveys and get their error message. That happened quite a few times. I would also complete surveys and be nearly done with them, when I would be cut off and tossed out of the survey. I had not yet complained about that, but it did happen repeatedly. I accumulated ****** points with Toluna and they deactivated my account to never be activated again based on the flimsy excuse they gave me in their email. I asked to be able to redeem my points but they will not let me. This is very unfair and I would like to be able to at least redeem my points that I spent hours earning. I am writing you to see if there is anything that can be done about this situation. I have the email traffic on my communications with Toluna as well, but do not know how to attach them to this information. Many thanks.

  Business Response

  Date: 11/07/2023

  Hello *****,
  
  We apologize if your Toluna experience was not as expected and we thank you for your comments. Your concerns are important to us,and we aim to provide you with a more comprehensive understanding of the situation.
  
  Firstly, your account was briefly reinstated with the sole purpose of facilitating the redemption of your points, a decision previously conveyed to you via ticket #*******. This action was taken in response to your request, and we swiftly processed the redemption of your ******* voucher.
  
  Nonetheless, it is important to emphasize that the initial suspension of your account was based on quality-related concerns, which had the potential to compromise the integrity of our panel. This measure was communicated to you through ticket #*******. We understand that this might have generated some confusion, but it was an essential step to uphold the credibility of our panel.
  
  To address your concern about redeeming your points, it is imperative to note that you were able to successfully redeem them, with the ******* voucher processed on October 24th. You should have already received the voucher code via email. Following the successful redemption, your account was indeed closed in accordance with our prior communication. We have taken the necessary steps to ensure the resolution of this matter, aligning with your "Desired Settlement: Refund," and we consider the matter had been conclusively resolved.
  
  Nonetheless, we also firmly believe in second chances,and we've decided to reinstate your panelist privileges on a trial basis. To avoid encountering similar inconveniences in the future, please take your time to provide thoughtful and careful responses to each question in upcoming studies. We also recommend using ****** Chrome when participating in our surveys.
  
  We hope you are satisfied with the resolution we have provided.
  
  Best regards,

  The Toluna Team
  

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Toluna surveys for years and all of a sudden they cut me off. I can not get into my account and they keep saying it is my problem. I have certificates waiting to be sent to me but they are refusing to do so. I have contacted them so many times I get the same response. I just want my refunds and I will never deal with them again. As I checked so many sites like trustpilot and the list goes on so many people are having the same problem. Can you help me?

  Business Response

  Date: 07/21/2023

  Hello *****,
  
  We at Toluna take our Influencers' feedback seriously, and we're dedicated to providing the best in class service to all our valued members. I understand that your recent experience hasn't met your expectations, and I genuinely regret any inconveniences this may have caused.
  
  I want to reassure you that your account has been constantly active since its registration in 2017. Any difficulties you encountered were most probably caused by incorrect login credentials. The situation regarding your login & redemption problems has been explained in detail in your support case #*******, and the 6 reward requests you placed on July 20th have now been delivered to your mailbox. I trust everything has been resolved to your satisfaction.
  
  Your loyalty over the past few years means a lot to us, and we hope to regain your trust in our platform.
  
  If there's anything else you'd like to share or if you have any further questions, please don't hesitate to reach out in a new support case. We're always happy to help improve your Toluna experience.
  
  Best regards,
  *******

  Customer Answer

  Date: 07/25/2023

  I have reviewed the business response and accept this resolution.