Ok with Tide but very nervous


#1

So far i have limited use of Tide and generally like the way it works, but two major concerns make me nervous and unprepared, for now, to go all in…

  1. Very quick to set up an account, but this seems to be at the cost of much higher risk of blocked accounts, which then seem to take a very long time to resolve (based on posts here…)
    Security is necessary but the resolution time is unacceptable - should be minutes or hours not days or weeks.
    The thought of having the account blocked with significant funds in is worrying…

  2. Was really looking forward, and like using, the Team Cards.
    But at £5 per month per card they price Tide out of the market (one off charge maybe but not per month).
    Whilst I will elect not to use them at this price, the attitude from tide that approves £5 per month per card is worrying. What else will they bring in (exorbitant) charges for.

FinTech is supposed to challenge the main players but this mindset seems all too familiar…


#2

I agree with your points 1 and 2. I actually love Tide, it’s a great experience for my company but as point 2, i wont be using the cards at £5 a month, and i also really hope Tide dont start slipping in costs here and there, that would seriously tarnish what for me (apart from account setup!) has been a fantastic service.


#3

Hi @Krakastan and @The_Soul_Camp ,

Thanks for taking the time to share your feedback with us.

I’m sorry to hear that what you’ve read has caused you concerns.

We’re committed to providing a great and secure service for everyone who has an account with Tide.

To ensure that we comply with regulations and put our members security first at all times, we gather essential information about our members’ identity and business activities during sign-up, and on an ongoing basis. We use smart technology to check information automatically, however in some cases we may contact members later on to request some more information.

As explained in our blog post, Providing financial security for our members, as a financial services provider, we take our responsibility to ensure Tide current accounts are used by genuine businesses and not for criminal activity very seriously.

We will only freeze member accounts where we suspect the security of their account or the Tide platform is at risk or we have to comply with any legal or regulatory obligation. Further details of these scenarios can be found in section 5 of our Terms and Conditions.

In regards to the fee for team cards, we’ve not taken the decision to start charging for cards lightly. There are obviously costs associated in the actual production of the cards, as well as increased ongoing monitoring and compliance that additional cards - and cardholders - generate. But there’s also the upfront investment the business has made in prototyping and developing the feature in the first place.

We believe it’s fairest that those costs be borne by the people who want to use this part of our service, rather than by our entire member base - that’s why we’ve introduced this fee.

That said, we’re constantly reviewing our pricing across our product portfolio as well as the impact of new features, and we’ll continue to listen to feedback from our members in both those areas.

Please let me know if you’ve any other questions, or any concerns about the above. I’d be happy to help.

You can also always reach out to our Help team, who is dedicated to assist our members, 7 days a week via the in-app chat, or by email at hello@tide.co.

Valentine


#4

Hey Valentine,

You make a good point:

“We believe it’s fairest that those costs be borne by the people who want to use this part of our service, rather than by our entire member base - that’s why we’ve introduced this fee.”

We’re still very happy with Tide :slight_smile:


#5

"…costs be borne by the people who want to use this part of our service, …"
That old chestnut - now you do sound like one of the big banks! Not a view I subscribe to but I accept it is subjective (although you are very expensive compared to say cashplus or the big banks)

Regarding the security it seems strange that the likes of Monzo, Revolut, Starling etc dont ‘seem’ to experience the same level of issues. Whilst I do accept this is all anecdotal, you have not really answered answered why there seem to be so many Poor experiences listed here…especially relating to slow replies from support etc.

An interesting statistic might be percentage of blocked accounts that are reinstated and average timescale?

As I said earlier, I like using and will continue to use Tide (without Team cards!). The main issue is the level of funds I am prepared to risk. May just be a PR issue?


#6

Thanks for your reply @Krakastan.

We’ve decided early on to not charge any monthly fees to make Tide as affordable as possible for small business owners. The majority of our members prefers the flexibility of being charged by transaction and cash withdrawal/ deposit :slight_smile:

In regards to your concerns towards security, I’m afraid I can’t disclose the details of the specific cases on the community but rest assured that our members’ security is our top priority. You can learn more about our approach to safety and security here: tide.co/safety-security.

We’d also be more than happy to give you a call and discuss the above. Please just DM me your details and we’ll be in touch.

Many thanks,

Valentine


#7

Classic deflection but my concern was not relating to security
but was about poor customer service surrounding disabling of accounts.
However I doubt any more info will be forthcoming so will leave it there :wink:


#8

Hi @Krakastan

We’ve just published a new blog post to give more information as to why we sometimes need to pause or block accounts and how we’re working to keep Tide financial crime-free. You can read the article here.

I hope it’ll address any of the concerns you may have but don’t hesitate to let me know if you’ve any questions :slight_smile:

Valentine


Account Block
#9

Hi @The_Soul_Camp,

I wanted to let you know, in case you missed it, that we’ve listened to your feedback and the community’s and have decided to keep Team Cards free! (with no monthly or one-off fees). And they’ll remain so for the foreseeable future.

Thanks again for taking the time to share your feedback with us - it always helps us improve :slight_smile:

Valentine


#10

Excellent news on team cards - a good decision :slight_smile: