Returned payment missing, tide support not responding

payments

#1

Hi

I made a payment to a company and it was returned for some unknown reason. Tide are unable
to locate this despite having the account number, amount, date and reference number. They want
to know the transaction ‘type’, ie faster payment etc, before they can do anything, but the sender wont
give this to me.

Anyone got any ideas how to get support to help this?

thanks


#2

Hi @jjj thanks for reaching out!

Please rest assured it’s never possible for your money to be lost/ missing. Our members’ funds are held in a ring-fenced safeguarding account that is fully protected against risk and reinvestment. We sometimes require further information from our members to locate a payment which has bounced. We can understand your frustration and all funds will be allocated into the original account by our banking partner.

If you have not yet done so, please ensure that you notify our Member Support team via the app ASAP so they can escalate this for you.

Thanks,
Nick