Fraudulent use of my Tide Card


#1

Having realised my card had been used in serious and blatant fraud yesterday, I contacted you via the app, via email and tried to contact you via phone.

I have had zero response and you do not have a phone line for fraud which is unacceptable.

I have had over £8000 taken out fraudulently over an approximate 6 hour period and your system failed to pick this up.

Your lack of fraud detection is unacceptable and your lack of response to fraud is unacceptable.

I should have an immediate response and full refund of the funds that have been fraudulently taken out of my account.

Very shocked at the lack customer service and how fraud is just not dealt with at all.


#2

Hi @Downjr,

We are sorry to hear this. We can assure you that situations where fraud occurs are always treated with the utmost urgency.

I can see that our Fraud team have reached out to you in regards to your query.

If you do have any other questions or queries, please chat to our team via our in-app chat or email your full name and business name to hello@tide.co and an agent from the Member Support team will be happy to help.

Thanks,
Nick


#3

Good morning Nick,

The fraud team have indeed been in touch, however i can report no update has been given and they are no further along. None of the money has been been recovered and they are giving no timeline as to when it will be.

Tide keep responding with the same message sent in a slightly different way. The message says “thank you for your patience and we will be in contact when we have an update”.

I have also had no response to my my formal complaint.

It is not hard to priorities this, identify the blatant fraud and refund the money.

I am honestly shocked at how tide staff avoid giving any substantial answers to such a serious situation.


#4

I totally agree, for this reason I can’t trust tide and won’t be recommending it to anyone.
I have had fraud on my card, much less than you and so far I’ve been asked if I have contacted the the company the fraud was paid to and then when I did they told me to contact my bank and the police because I needed a crime number. The fraud team is amateur, this is not workable, you need to feel you can trust your bank and it’s service over this sort of thing. So far I’ve not been given any information or numbers to call, I don’t know if I should go to the police station or what. Any other bank would open an investigation and sort it out for me.


#5

Hi @Downjr apologies for the delayed response.

I can see that your query has been resolved by our Complaints team.

If you have any questions or queries, please message our Member Support team using our in-app chat and an agent will be happy to help.

Thanks,
Nick


#6

Hi @Gustave we are really sorry you feel this way.

We have sophisticated systems in place to detect suspicious activity on our members accounts, and our members are protected against fraudulent transactions made on their Tide MasterCard. Unfortunately, it’s impossible to get fraud detection 100% accurate all the time so sometimes our members will discover unauthorised transactions- this is the case for high street banks too.

Like I stated in the previous thread, situations where fraud occurs are always treated with the utmost urgency.

I can see that you have been in touch with our Dispute team in regards to your query.

If you have any other questions or queries, message our agents via the in-app chat and they will be glad to assist you.

I hope this helps.

Thanks,
Nick