Complaints

This profile includes complaints for Tidal Commerce's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tidal Commerce

  1137 W Monroe St Unit 16 Chicago, IL 60607-2566

  
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  Tidal Commerce

  124 S Morgan St Unit 5115 Tampa, FL 33602-5385

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:03/19/2025

  Type:Billing 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.

  September 19, 2024 I held a zoom meeting with ******* ******* and ***** ***** for introduction and demo for their merchant processing service. I have serval emails of them reaching out to me to complete the process for underwriting to approve my application which I never completed. I started my business using my own payment method. Apart of the application process was to put a card on file, I was told I would not be charged. However, 9/26/24 I have an email stating my application was approved and Tidal Commerce began attempting to draft $43.50 out of my account. The *********************** were rejected and I incurred $25 rejection fees from December until February along with a $13.50 initial charge. I never received the payment terminal, to my knowledge, the account wasnt completed. Tidal Commerce is now demanding I pay $220.50 for an outstanding balance. I was considering activating the account if the account was credited for their mistake. Now, I am demanding a full refund $88.50 plus $1000 in statutory damages which I am entitled to collect under Fair Debt Collection Practices Act (FDCPA) 15 U.S.C. 1692k(a)(2)(A). Tidal Commerce is in violation of the following federal laws: 1.Fair Credit Billing Act (FCBA) 15 U.S.C. 1666 (Unauthorized credit card charges)2.Truth in Lending Act (TILA) 15 U.S.C. 1601 et seq. (Fraudulent account activation)3.Federal **************** Act (FTC Act) 15 U.S.C. 45 (Deceptive billing practices)4.Telemarketing Sales Rule (TSR) 16 C.F.R. Part 310 (Unlawful charging for undelivered services)5.Fair Debt Collection Practices Act (FDCPA) 15 U.S.C. 1692 (Attempting to collect unauthorized debt)6.Fair Credit Reporting Act (FCRA) 15 U.S.C. 1681 (Fraudulent accounts and credit damage)

  Business Response

  Date: 04/16/2025

  Tidal Commerce does not dispute that Ms. ***** participated in a Zoom meeting with *******
  ******* and ***** ***** on September 19, 2024. During that meeting, Ms. ***** expressed
  her intent to move forward in establishing a merchant processing account. *** *****
  subsequently created and sent her a secure application link.
  Tidals internal application platform, Atlas, tracks and timestamps all user activity. According to
  these records included as part of this response Ms. ***** completed her application on
  September 19, 2024, at 9:01 PM CDT. She also uploaded her drivers license and answered
  detailed business-related questions, all of which were logged alongside her IP address to verify
  authenticity.
  We would like to address several inaccuracies included in the customers statement:
  A part of the application process was to put a card on file
  Tidal Commerce does not collect or store credit card information during the application
  process. Ms. ***** provided her business bank account information, which is standard
  protocol for both deposits and debits. By submitting the application, she authorized Tidal
  Commerce to utilize the bank account for any applicable monthly service or platform
  fees.
  Tidal Commerce is now demanding I pay $220.50 for an outstanding balance
  Ms. ***** was mistakenly informed of a balance due. However, that same day, our
  Director of Sales, ****** *******, personally contacted Ms. ***** to clarify that no
  payment was required. Tidal Commerce agreed to absorb the balance and waive all
  associated charges.
  Furthermore, *** ******* authorized a full refund of the $13.50 that had previously
  been debited. That refund was processed and issued to Ms. ***** on April 11, 2025. A
  copy of the internal authorization email has been included for reference.
  I never received the payment terminal
  A terminal was shipped to Ms. ***** on September 26, 2024, shortly after her
  application was approved. Over the next two months, Tidal made multiple attempts to
  contact Ms. ***** to complete account setup and activation. Unfortunately, we did not
  receive any replies to phone calls or emails during that period. Ms. ***** did not reach
  back out to our team until several months later.
  For security reasons we can't provide the FULL signed application, but can find attached trace information. The Personal Guarantee and Agreement
  Acceptance sections highlighted for clarity show Ms. ****** digital signature,
  confirming her authorization for Tidal Commerce to both set up and debit her account. Despite
  this, Tidal has opted to release Ms. ***** from the agreement entirely, waive any further
  charges, and issue a refund as a gesture of goodwill.
  Tidal Commerce remains committed to ethical practices, transparency, and fair resolution of
  customer concerns. We believe this matter has now been addressed in full.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23090020
  
  I am rejecting this response because:

  Please pull zoom meeting and all phone calls as I was told I would NOT be charged until my account was activated!

  Representative stated they did not show a terminal was shipped to me. Please show proof a terminal was shipped! 
  

  I was told my menu needed to be downloaded. I never completed the process, neither received a refund. These are more lies! This company has bad communication and nothing was resolved. I did personally speak to one of the owners which I was told the company would refund the $220.00. I have yet to receive anything. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 05/06/2025

  Hi,
  We're simply not interpreting the communication the same way.  The $220 amount was rejected and waived by Tidal.  Tidal then refunded $13.50 on 04/10/2025.

  We're happy to help you resolve the issue, but on this site it's simply not effective.  Please call ************, our support them will help figure out what happened with the previous company.

  Thanks