We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Music Distribution Companies

Tidal

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Distribution Companies.

Complaints

Customer Complaints Summary

  • 83 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/12/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Im extremely frustrated with TIDALs handling of what should have been a straightforward cancellation. In January 2025, after being let down by an unrelated service issue, I was told youd applied 14 courtesy days and that my billing period would end on February 11. I reasonably understood that to mean my subscription was canceled, so I stopped using TIDAL entirely, no streams, no log-ins. Yet you still billed me on February 12, March 14, and April 14 for a service I never received.When I requested a full refund, you very reluctantly returned only Aprils fee as a courtesy gesture, rather than acknowledging your own ambiguous wording and refunding the February and March charges as well. Under the principle of reasonable expectations, and the contra proferentem rule, any unclear cancellation notice must be interpreted against the drafter. Because you did not explicitly state that my subscription would auto-renew, those renewal fees are unenforceable.This half-hearted apology is unacceptable, and numerous BBB complaints show that other customers have suffered the same misleading billing practices. I never used TIDAL after I thought it was canceled, and your confusing communication effectively tricked me into paying for nothing.Please issue an immediate refund of $14.49 for February and $14.49 for March (total $28.98) to resolve this matter fully.Thank you,

    Business Response

    Date: 05/26/2025

    Hi ******,

    Thank you for reaching out to us. We're sorry to hear about your recent experience regarding these charges.

    We've issued a refund of $28.98. Please allow 3-5 business days for the funds to appear in your bank account. 

    Please let us know if you need anything else. 

    Thank you,

    Customer Answer

    Date: 06/05/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ****** *********



     

  • Initial Complaint

    Date:04/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Tidal is, apparently, a music streaming service I have never heard of. My husband told me they have been billing a credit card of mine since 2023 - I inquired as to the email address that opened the account, and it is most certainly not mine. They provided the date the account was opened, and I was in a doctor appointment and then back-to-back meetings that day. Frankly, I do not stream music and don't even particularly enjoy concerts - I can say unequivocally that I did not open this account. I filed a fraud / identity theft report with my credit card, and got a new card with a new number. I have shared all of this in detail (and more) with Tidal, and they refuse to refund the money to me. A business that refuses to refund accounts that were fraudulently created is a special kind of disreputable, and frankly, ought to be reported to the ********, which I will do if they do not resolve this matter promptly and fairly. The *********** is particularly aggressive about unfair & deceptive trade practices. Tidal underwrote the wrongdoing by allowing it, and is now doubling down on the wrongdoing by refusing to refund the money - with full knowledge that I did not open the account. I requested AGAIN a full refund, given the data they now have, given that Tidal knows that I did not create this account, I do not have access to the email or the service, I did not consent to the terms, and I did not benefit from the bargain. Tidal does not have an enforceable contract, and as such, their terms restricting refunds are not applicable to me.

    Business Response

    Date: 04/22/2025

    Hi ******,

    Thank you for reaching out to us. We're sorry to hear about your recent experience regarding these charges.

    Your account security is our top priority. If you suspect unauthorized use of your credit card for a TIDAL subscription, we strongly recommend that you contact your bank immediately. They are best equipped to investigate the potential compromise of your credit or debit card, handle any disputes, and issue a new card if necessary to prevent further unauthorized charges.

    We noticed that you've initiated chargebacks with your bank for the transactions from December 2024 to March 2025. For those charges, you'll need to continue working directly with your bank. As an exception to our policy, **** issued a refund of $227.85 for the additional charges. Please allow 35 business days for the funds to appear in your account.

    If you need further assistance, please dont hesitate to contact us.

    Best regards,

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This business is renewing subscriptions that have been canceled for years without permission and charging a monthly subscription fee. I originally canceled my free trial subscription in 2020 and never had any charges on my account. Fast forward to last month, I randomly got charged a subscription fee which I never approved. After trying to get a refund and basically getting the run around and no refund, I then canceled this subscription again. Now this month I've been charged again for a subscription I've canceled 2 times already. You can't get a hold of a real person to try and deal with this issues.

    Business Response

    Date: 04/09/2025

    Hi ****,

    Thank you for reaching out to us. We're sorry to hear about your recent experience regarding these charges.

    Your account security is our top priority. In the event you discover unauthorized use or access to your TIDAL account, please make sure to update your password for security reasons. However, we're unable to locate your TIDAL account associated with ************************** which could mean it was successfully self-deleted.

    We've issued a refund for $23.56 USD. Please allow 3-5 business days for the funds to appear in your bank account.

    Should you need further assistance, please do not hesitate to contact us.

    Best Regards,

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I just realized ************************** has been charging me for more than 2 years for something I never signed up for. And when I try to call their listed phone number all I get iy an advertisement for a health monitoring device. And the recording says they cannot deal with anything else. There are no other choices, no person at all. Try the number CITI has for them: ************. Grrr...CITI statements only go back so many months. I've initiated a request for all the statements since I got my ****** credit card, February 2022. It was $19.99 for a while, then switched to $10.99. ??So several hundred dollars. Around $600.

    Business Response

    Date: 04/09/2025

    Hi *******,

    Thank you for reaching out to us.

    We are sorry to hear that you are receiving unexpected charges from TIDAL. In the event you discover unauthorized use of your credit card for a TIDAL subscription, we advise you to immediately inform your bank of the potential compromise of your credit/debit card.

    So we can remove your card from the associated account and review the recent payments, please provide us with the below information. If you prefer not to share your information through this channel, you can open a ticket with us by emailing ********************************** with your Better Business Bureau complaint ID in the subject so we can further engage through email.

    - First 6 digits of the credit card
    - Last 4 digits of the credit card
    - Card expiration date
    - First and Last name of the cardholder
    - Month and date of the charge

    We'd be happy to assist you further once we have this information.

    Regards,

  • Initial Complaint

    Date:03/24/2025

    Type:Product Issues
    Status:
    Answered
    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.
    I started a subscription back in June/August with the music platform TIDAL. I didn't see my student discount at checkout so before subscribing I reached out to support. After a few emails explaining what happened they told me via email that the student discount had been applied and that I would see it after confirming subscription so I believed them and left it at that. I check my bank statements this year during a rough time and realize they have been charging me full price regardless of what they told me via email. I reached out and they're adamant there's nothing they could do, not even give me a few months of service in exchange for the difference of what I was charged every month. I am requesting that I get my full refund for all months or get credit for future months equal to the difference between a normal subscription and the student plan.

    Business Response

    Date: 03/26/2025

    Hi *******,

    Thank you for reaching out to us.

    We understand that it can be confusing not to receive the expected pricing, and were happy to clarify the situation for you.

    On August 24, 2024, you contacted us to confirm that the Student discount had been applied to your account. In ticket *******, we verified that the discount was indeed applied and provided you with instructions on how to activate your subscription. This information was reiterated on September 16 in ticket *******, where we detailed the steps to complete the activation through our website. However, we noticed that activation was completed on September 18 through the Apple App Store instead.

    While we are unable to provide a refund for payments made through *****, we will add you a 30-day credit. On May 1, you will be charged the Student discount using your selected payment method. Please make sure to add a valid payment method before this date to your account at ********************************** (credit/debit card, ******* or Venmo).

    If you need any further assistance, please feel free to contact us at ********************************** or by submitting a ticket at **********************************.

    Best regards,

  • Initial Complaint

    Date:03/03/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I been getting monthly charge by Tidal for a service that we never ordered or used. It has been going on for a long time but we never use the service or even have an account or app so didnt realize before. Need to get the charges reversed and more importantly for them to stop charging me.

    Business Response

    Date: 03/04/2025

    Hi ******,

    Thank you for reaching out to us.

    We are sorry to hear that you are receiving unexpected charges from TIDAL. In the event you discover unauthorized use of your credit card for a TIDAL subscription, we advise you to immediately inform your bank of the potential compromise of your credit/debit card.

    So we can remove your card from the associated account and review the recent payments, please provide us with the below information. If you prefer not to share your information through this channel, you can open a ticket with us by emailing ********************************** with your Better Business Bureau complaint ID in the subject so we can further engage through email.

    - First 6 digits of the credit card
    - Last 4 digits of the credit card
    - Card expiration date
    - First and Last name of the cardholder
    - Month and date of the charge

    We'd be happy to assist you further once we have this information.

    Regards,

    Customer Answer

    Date: 03/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     The charges were made to my credit card by Tidal and they need to provide a refund for charges made by them.  

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ****** ****




     

    Business Response

    Date: 03/07/2025

    Hi ******,

    Thank you for reaching back out to us. We completely understand that you wish for a refund for the charges made through your credit card.

    So we can review your request, please send us the information below as we will need it to locate the charges.

    - First 6 digits of the credit card
    - Last 4 digits of the credit card
    - Card expiration date
    - First and Last name of the cardholder
    - Month and date of the charge

    Thank you in advance for your cooperation.

    Best Regards,

  • Initial Complaint

    Date:02/12/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    I never signed up for Tidal but I have been charged $10.99 from my bank account.

    Business Response

    Date: 02/12/2025

    Hi ******,

    Thank you for reaching out to us.

    We are sorry to hear that you are receiving unexpected charges from TIDAL. In the event you discover unauthorized use of your credit card for a TIDAL subscription, we advise you to immediately inform your bank of the potential compromise of your credit/debit card. 

    So we can remove your card from the associated account and review the recent payments, please provide us with the below information. If you prefer not to share your information through this channel, you can open a ticket with us by emailing ********************************** with your complaint ID in the subject so we can further engage through email.

    - First 6 digits of the credit card 
    - Last 4 digits of the credit card
    - Card expiration date 
    - First and Last name of the cardholder
    - Month and date of the charge 

    We'd be happy to assist you further once we have this information.

    Thank you, 

    Customer Answer

    Date: 02/21/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:


    Ref # ********

     

    Good morning BBB,

     

    Unfortunately no resolution was made by the business Tidal. If you could provide some advice as to what I can do to receive the refund that would be greatly appreciated.

     

    I look forward to hearing from you at your earliest convenience.

     

    Kind regards,

    ****** *******  


     


     


     


    In order for the BBB to appropriately process your response, you MUST answer the question above.




    Sincerely,



    Jordan Coleman









     

    Business Response

    Date: 02/24/2025

    Hi *******

    Thank you for following up with us.

    So we can assist you in refunding the $10.99 charge, it will be necessary that you provide us with the previously requested information. This information will help us locate the charge and remove your card from the associated account.

    If the payment happened through PayPal, please provide us with the following:
    Billing Agreement Number
    Transaction ID Number

    We'd be happy to assist further once we have the requested information.

    Regards,

  • Initial Complaint

    Date:01/31/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    I noticed recurrent charges to my credit card going back 1-2 years for a service I never signed up for. There is no credit card on the account associated with my email and no subscription. I contacted Tidal and they told me they "removed" the card and the account, which was not sufficient. Since I never authorized ANY charges - and they confirmed that the account associated with my credit card is not my email - this is completely unacceptable. I feel I should be refunded ALL charges made without my knowledge or consent.

    Business Response

    Date: 02/06/2025

    Hi *******,

    Thank you for reaching out to us. We're sorry to hear about your recent experience regarding these charges.

    Your account security is our top priority. In the event you discover unauthorized use of your credit card for a TIDAL subscription, we advise you to immediately inform your bank of the potential compromise of your credit/debit card as they are best equipped to handle disputes, resolve any issues promptly, and cancel/issue you a new credit card if needed to prevent further charges.

    We've issued a refund for ****** CAD. Please allow 3-5 business days for the funds to appear in your bank account.

    Should you need further assistance, please do not hesitate to contact us.

    Best Regards,

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. (Provided the refund goes through as indicated). Thank you very much for your help.

    Sincerely,

    ******* ********



     

  • Initial Complaint

    Date:01/17/2025

    Type:Order Issues
    Status:
    Answered
    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.
    I never signed up for Tidal but I have a recurring charge of $10.99 going back for almost two years!

    Business Response

    Date: 01/20/2025

    Hi ******

    Thank you for reaching out to us.

    Your account security is our top priority. In the event you discover unauthorized use of your credit card for a TIDAL subscription, we advise you to immediately inform your bank of the potential compromise of your credit/debit card.  We've confirmed that you contacted us recently through our support channel, where we assisted in removing your card and canceling the subscription from the associated account to avoid further misuse.

    We have refunded 5 of the 6 payments that were charged towards you. A charge-back process has already been completed for the remaining payment. Please allow 3-5 business days for the funds to be credited to your bank account.

    Should you need further assistance, please do not hesitate to contact us.

    Regards,

  • Initial Complaint

    Date:01/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I had a reoccurring charge from **************************. I thought this was my son's subscription. When i realized it was not my son's subscription I tried to figure out how to cancel the account. I have no account with the company, nor does anyone else in my family. I called the company and they wouldn't help unless I provided them my full credit card number. My credit card company told me not to share my entire card number with them and that they should be able to locate my account using the last 4 digits of the card. Tidal would not help. I canceled my credit card so they could not charge me again. I received my new credit card and Tidal is somehow still charging me on my new card. I have no account with them and they won't stop charging the card and they refuse to help unless i give them my entire credit card number.

    Business Response

    Date: 01/20/2025

    Hi ****,

    Thank you for reaching out to us. We're sorry to hear about your recent experience regarding these charges.

    So we can remove your card from the associated account, please provide us with the below information. Note that we are not requesting the full card information, just partial information so we can locate the payments.

    - First 6 digits of the credit card 
    - Last 4 digits of the credit card
    - Card expiration date 
    - First and Last name of the cardholder
    - Date of the charge(s)

    We'd be happy to assist you further once we have this information.

    Regards,

Tidal is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.