Complaints

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:01/02/2025

  Type:Service or Repair 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.

  Every month I'm being charged $19.99 on my credit card for "**************************". I've filed a dispute with the credit card with an unsatisfactory response. I don't have any account (that I can find in any E-mail boxes) and I cannot find a way to communicate with ************************** without having an associated E-mail for the alleged account for which they are charging $19.99 monthly. I have no idea how I've been signed up for this reoccurring charge. I have frozen this credit card that otherwise has a $0 balance

  Business Response

  Date: 01/02/2025

  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 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.
  
  If your credit/debit card was charged:
  - 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.
  
  Best Regards,

• Initial Complaint

  Date:01/02/2025

  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.

  I signed up for a two month trial with Tidal music in October 2024 for which I paid two dollars plus tax. Tidal, without my knowledge, signed me up for an account costing ***** per month plus tax. They are deducting the money from my bank account and there is no way to contact them and cancel this service. They do not provide a phone number and when I looked for one online, I was forced to listen to a sales pitch for a medical device where if you speak into the phone, it will automatically sign you up for a medical device. This company needs to be stopped. I want a refund for $11.72, which they deducted from ****** account on December 28, 2024, and I want this scam cancelled and deleted.

  Business Response

  Date: 01/02/2025

  Hi *********,
  
  Thank you for contacting us and providing a screenshot of the charge.
  
  We confirmed that the account with username *********************************** initiated a 60-day trial on October 29th and ended on December 28th. Cancellation was requested with ticket ID ******* through our website after the renewal date.
  
  Note that upon registration for your TIDAL account, you agreed that your subscription will automatically renew unless you cancel before your next billing cycle as outlined in our terms and conditions. As we didn't receive the cancellation request before December 28th, the account renewed.
  
  Currently, TIDAL doesn't offer phone support, which may have caused confusion on how to get in touch with us. However, as we can see that you opened a ticket as soon as the charge happened, we refunded the $11.72 payment as a courtesy and canceled the account. Please allow 3-5 business days for the funds to appear in your bank account.
  
  For security reasons, we sent further instructions regarding your deletion request to the email address associated with the account *********************************** on December 29th. Please check that email for follow-up steps. Make sure you also check your spam folder in case you cannot see any email from us. You can also use our self-service option at ********************************** to delete the account.
  
  If there is anything else we can assist you with, feel free to let us know.
  
  Best Regards,

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My business bank account is being charged a monthly fee from Tidal. The first one I called my bank and they issued a new debit card and it happened again so they must have my bank account info. I have no credit card associated with this account. I cant call or cancel a subscription because I have never signed up. I want to have the charges stopped for good and understand how they obtained and authorized debits from my account.

  Business Response

  Date: 09/06/2024

  Hi *******,
  
  Thank you for reaching out to us. We're sorry to hear about your recent experience regarding the recent charges.
  
  So we can stop the charges and remove your payment details from the associated account, 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.
  
  If your credit/debit card was charged:
  - First 6 digits of the credit card 
  - Last 4 digits of the credit card
  - Card expiration date 
  - First and Last name of the cardholder
  
  We'd be happy to assist you further once we have this information.
  
  Regards,

  Customer Answer

  Date: 09/10/2024

  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:

  Providing details they requested. Will not close until they confirm resolution.

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

  this was the new card on the second transaction which is different than the first billed card. This card has since been cancelled and a new card issued.

   

   

   

   

   

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

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 10/22/2024

  Hello, 
  
  Thank you for reaching back out to ***
  
  We believe we've located the account associated with your card. We have cancelled the TIDAL account as a precautionary measure to prevent further misuse, removed the card on file, and we've issued a refund of the charges. Please allow 3-5 business days for the funds to appear in your bank account. 
  
  If unauthorized charges continue, we encourage you to contact your bank, as your bank or financial institution is best equipped to handle disputes, resolve any issues promptly, and cancel/issue you a new credit card if needed to prevent further charges to your credit card. 
  
  Thank you,

  Customer Answer

  Date: 10/29/2024

  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:09/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 9/2. this company tried to push through a charge (debit card) for a subscription ($19.99). The bank froze the account for some reason and notified me and I verified this was never authorized. This account is specific for my grandson's SS disability deposits (Illinois ABLE account) and his expenses. It is never used for this or any other online transaction. SO how did this company get this account number and information to try to push this charge through???? Tried to call this number *************) which the bank said was part of the denied transaction and could not get through sales pitches for medical devices and ******** insurance.Google search shows others with the same issue.

  Business Response

  Date: 09/06/2024

  Hi ******,
  
  Thank you for reaching out to us. We're sorry to hear about your recent experience regarding the recent charge.
  
  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.
  
  If your credit/debit card was charged:
  - First 6 digits of the credit card 
  - Last 4 digits of the credit card
  - Card expiration date 
  - First and Last name of the cardholder
  
  If you were charged through a ****** account:
  - Billing Agreement Number
  - Transaction ID Number
  
  We'd be happy to assist you further once we have this information.
  
  Regards,

  Customer Answer

  Date: 09/10/2024

  I appreciate the response. So do you think I should send this company info on this debit car?  A company where you are unable to speak to a representative?  AND where there have already been numerous complaints about mysterious charges appearing on other person's credit cards?  The charge has been contested with the bank and until someone figures out who or whom or from where it actually was initiated from, I will only work with the bank.

  Sorry for the paranoia.
  

  Business Response

  Date: 09/12/2024

  Hello ******,
  
  We understand how frustrating it can be to experience an unauthorized payment for a product you didn't purchase. We apologize for any inconvenience this may have caused you.
  
  Wed like to reaffirm that your security is our top priority. Since youve already worked with your financial institution to resolve the unauthorized payment, theres no need for you to provide any further information to us. However, if you notice any additional charges, we recommend reaching out to your financial institution to initiate an investigation, as they are best equipped to handle such matters.
  
  We appreciate you notifying us of this matter, and please be assured that your comments will be shared with the appropriate team. If you have any other inquiries, do not hesitate to let us know.
  
  Best regards,

  Customer Answer

  Date: 09/12/2024

  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.
  
  Very nice and well written apology since the true source may never be discovered.  If anyone will find out where this came from, it will likely be my bank that flagged this as "suspicious".  Kudos to them so far!!!
  

  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/21/2024

  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.

  Every month I'm being charge ***** on my credit card. I've filed complaints with the credit card ************** assure me the charges will stop, but they do not. I don't have any account (that I can find in any email boxes) and I can not find a way to communicate with Tidal without having an associated email for the account they are charging me for. I don't want or use the ************** make it impossible to contact anyone to cancel. I have no idea how I've been signed up for this reoccurring charge.

  Business Response

  Date: 08/22/2024

  Hi *****,
  
  Thank you for reaching out to us. We're sorry to hear about your recent experience regarding the recent charges.
  
  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.
  
  If your credit/debit card was charged:
  - 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
  
  If you were charged through a ****** account:
  - Billing Agreement Number
  - Transaction ID Number
  
  We'd be happy to assist you further once we have this information.
  
  Regards,

  Customer Answer

  Date: 08/24/2024

  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:

  Here is the response from the business....

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

   

  While they say they will cancel my account, I wish to continue the complaint based on 1). The difficulty in getting support from this company. 2). The lack of refunding a purchase I did not want, have not been able to access & do not wish to continue to be charged for. 3). The time & effort I have had to put forth every month calling my credit card company to dispute these charges.

  I do not know by what means they scammed to get my credit card information, but the difficulty I have had trying to get the charges to stop is completely unreasonable.  I consider this company fraud.  I have no idea what they provide, but I look forward to raising awareness and telling people to avoid this company. 

   

    

  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 08/27/2024

  Hi *****,
  
  Thank you for reaching back out to us. We appreciate you letting us know about the ticket you submitted. One of our staff members will contact you within that ticket for further assistance.
  
  We also appreciate the additional comments you have provided. TIDAL is always looking to improve, so we'll ensure that your feedback reaches the right hands.
  
  Best Regards,

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I do not have an account with **********************, nor have I ever used their services. I started receiving charges from TIDAL.com in the amount of *****, randomly. I would like these charges to be thoroughly investigated so that I might find how you obtained my bank account information without any prior authorization on my part. Additionally, I would like all funds to be refunded to me. I opened up a Support Case (Ticket number: *******) with your automated chat bot--but the chat bot was not capable of understanding that I don't have an email account registered with TIDAL. Please reply to me on here, and reference the support case ticket number.

  Business Response

  Date: 08/16/2024

  Hi *******,
  
  Thank you for reaching out to us and providing us with the ticket number that was created.
  
  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. 
  
  To prevent any future unwanted charges, weve taken the following action on the account associated with your payment method:
  
  - Removed the payment method
  - Canceled the subscription
  
  As we were able to locate the charges thanks to the information provided on the ticket, we've issued a refund. 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.
  
  Regards,

  Customer Answer

  Date: 08/21/2024

  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:08/07/2024

  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.

  I changed my plan on July 3 on accident to the single plan once I realize what happened. I immediately log back into my account and put it back on the family plan on July 23 however I was charged $12.23 and then they charge me $19.37 so I was charged twice and one month, when I reached out to them for a refund of one of the charges, I was told if these are valid, which they are not theyre charging me over the amount you cannot speak with a live person. Everything is email. I have attempted to resolve this situation with them directly through email and they are not willing to help me theyre saying is more than 50% of us, however, not looking at the fact that they are charging me double the amount for one month.

  Business Response

  Date: 08/08/2024

  Hi ******,
  
  Thank you for reaching out to us.
  
  We completely understand that it may be confusing that your payment occurred earlier than expected, but we'd be glad to explain.
  
  On July 2nd, your billing cycle was initiated with our Individual plan. On July 4th, your plan was upgraded to the Family plan. Please note that whenever an upgrade is made, we will upgrade you immediately and won't charge you for the new plan. Instead, we usually reduce the remaining time of your billing period by 50%. In your case, you had 28 days remaining, which was reduced to 20 instead of 14 days. Because of this change, your renewal date was changed to July 23rd.
  
  We hope the above clarifies the charges.
  
  Best Regards,

• Initial Complaint

  Date:08/02/2024

  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.

  I had never heard of Tidal prior to a fraudulent charges appearing on my statement on 7/31/24 for $10.99 showing up as: Tidal.com ********************* Fl It gives the appearance of being a phone number but it goes to a dummy line. I have had to order a replacement card because of this fraud.

  Business Response

  Date: 08/02/2024

  Hi ******,
  
  Thank you for reaching out to us. We're sorry to hear about your recent experience, but glad to hear that you have worked with your bank regarding your card.
  
  So we can remove your card from the associated account and review the recent charge, 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
  
  We'd be happy to assist you further once we have this information.
  
  Thank you,

  Customer Answer

  Date: 08/05/2024

  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:

  One they are asking for card details which I have had to cancel and Two they aren't even acknowledging that they have taken funds fraudulently or offering a refund.

   

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/08/2024

  Hi ******,
  
  Thank you for reaching back.
  
  Please know that our procedure at TIDAL Support, once alerted to potential fraud, includes stopping the subscription to avoid any further charges on the payment method associated with the account and removing the payment method itself.
  
  So we can locate the account and charge, it is necessary the information requested previously. If you prefer not to provide the requested information, you can continue working with your bank as they are best equipped to handle disputes and resolve any issues promptly.
  
  Best Regards,

• Initial Complaint

  Date:07/22/2024

  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.

  On 21/07/2024 my account was debited $19.99 by TIDAL a streaming music company. ( I do not have an account with them and I never use streaming music companies)This also happened last month(6/22/2024),I successfully disputed that charge with my bank and changed my card as an added security measure. Now here is the charge on my account again!!! Obviously I will dispute this charge with my bank again.A little bit of research shows that this problem has been ongoing for many years with TIDAL.Please check Reddit for a small sample of complaints and the number of years this has been happening.Why is their ongoing security problem now my problem?The inconvenience to me has been substantial.I simply want them to delete any and all information related to me from their system and confirm same.I never want to see a charge from them again on my account.

  Business Response

  Date: 07/24/2024

  Hi ***,
  
  Thank you for reaching out to us.
  
  We're sorry to hear about your recent experience, but glad to hear that you have worked with your bank regarding the recent charges.
  
  So we can remove your card from the associated account and avoid further charges, 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
  
  We'd be happy to assist you further once we have this information.
  
  Thank you,

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I purchased a car through ***** in February 2024. Soon after I received charges on my credit card for ***** dollars with Tidal.com for a subscription. I never heard of them nor did I ever subscribe. I contacted my credit card company to report the changes and have fraud charges removed. The charges kept coming and had to cancel my credit card. I tried reaching out to Tidal but the number disconnected me over and over. I have no third party subscriptions so these charges were fraudulent. After changing my card several months later charges reoccurred again. I had it with this company and need help to reach these people to stop the charges. Now its $10.99. I will have to change my credit card again but fear this will keep happening. I see others have had the same issue. We need to get this company to stop this practice.

  Business Response

  Date: 07/17/2024

  Hi ****,
  
  Thank you for reaching out to us. We're sorry to hear about your recent experience.
  
  Your account security is our top priority. In the event you discover unauthorized use of your credit card for a TIDAL subscription, we advise immediately informing your bank of the potential compromise of your credit/debit card.
  
  To prevent any future unwanted charges, please provide us with the details below so we can remove your card from the associated account. Currently, we don't offer phone support, but if you prefer to continue investigating through another channel, you can get in touch with us at ********************************** with your complaint ID on the subject so we can further engage.
  
  - The first 6 digits of the credit card
  - The 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,

  Customer Answer

  Date: 07/19/2024

  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:

  The business needs my credit card info and dates and amounts charged:

  Last four digits: **** **** *****

  Dates of unauthorized charges: Mar 2/24 $19.99: Apr 1/24 $19.99; May 1/24 $10.99; May 31/24: $10.99 and Jun 30/24 $10.99

  I would like all charges reimbursed to my card and to cease and desist with any further authorized charges.

   

   

   

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 07/26/2024

  Hi ****,

  Thank you for providing the requested information. We have located the account associated to your payment method. To prevent any future unwanted charges, weve taken the following action on the account associated:
  
  Removed the payment method
  Canceled the subscription

  We've issued a refund for 3 of the payments. We confirmed that a charge-back process has been done for the other 2 payments  Please allow 3-5 business days for the funds to appear in your bank account.

  If there is anything else that we can assist you with, please feel free to let us know.

  Regards,

  Customer Answer

  Date: 07/29/2024

  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,
  
  ***********************