I’m sorry to bring this onto a public forum but as my in-app messages are not even being acknowledged then I’m left with no other option as our business is in a totally desperate situation.
COVID-19 has had a totally devastating effect on my business. We deal in travel and entertainment and our business has totally dried up since the beginning of March. We have no income coming into the business and are now only dealing with outgoing refunds to clients.
Two weeks ago, our account was paused due to the high amount of money going out of the it. This made a bad situation ten times worse as we were unable to refund clients. Customers started to get irate and would not believe us when we claimed we were having issues with our bank account, they thought we were just making excuses and were putting off refunding them. We have a company promise of 24 hour refunds and our account being paused led to our reputation being massively effected by clients believing we are misleading them.
This was all explained in the in app chat but it took 4 days before I got a response to say the refunds had now been whitelisted and the account was back up and running again.
Then 6 days later after many more refunds to our clients, the account was paused again. I asked about this and was told in app that you would look into it and get back to me but since then nothing. Two more messages have been ignored.
Last time it was bad enough but this time is even worse. My staff were due to be paid on 31st March and now it’s 2 days later and they still haven’t been paid. 3 of them are now late with their mortgage payments. 2 of them literally have no money in their bank accounts. We are also late with our office rent payment that was also due on 31st March. This is on top of the more and more angry customers who are ringing and emailing us constantly, demanding we refund them immediately for their cancelled tours.
This is really unacceptable for the same thing to happen days after it last occurred. All the refunds going out our account are going directly to the same customers that paid into our account within the last 3 months. Surely it should be easy to whitelist all of these payments.
I appreciate you have a process you need to go through but I can’t accept not being kept updated with this and having my messages ignored.
in the 12 years of our company being in business, COVID-19 is the most difficult situation we have ever been in. It has decimated our business and had led to staff being inundated with more work than they have ever had to deal with before due to having to deal with all the cancellations and refunds caused by COVID-19. Tide has made an already incredibly difficult situation much much worse.