# Call Recording Transcript

- Started: 2026-09-04 18:07:55
- Direction: outbound
- Caller: Behnam
- Destination: 02038704218
- Duration: 5m 22s
- Disposition: ANSWERED

## Transcript

- [2026-09-04 18:07:55 - 2026-09-04 18:07:57] **Unknown:** Thank you for calling Tide.
- [2026-09-04 18:07:57 - 2026-09-04 18:08:03] **Unknown:** To report fraud, a compromised account, or a lost, stolen or damaged card or phone, press one.
- [2026-09-04 18:08:04 - 2026-09-04 18:08:07] **Unknown:** To speak to us about anything else, press two.
- [2026-09-04 18:08:09 - 2026-09-04 18:08:11] **Unknown:** Thank you for calling Tide.
- [2026-09-04 18:08:11 - 2026-09-04 18:08:14] **Unknown:** We'll connect you with the next available associate shortly.
- [2026-09-04 18:08:15 - 2026-09-04 18:08:20] **Unknown:** Before we can assist you, we'll need to verify your identity and confirm you're a Tide Max member.
- [2026-09-04 18:08:21 - 2026-09-04 18:08:25] **Unknown:** Please note that this call may be recorded for training and quality purposes.
- [2026-09-04 18:08:33 - 2026-09-04 18:08:42] **Unknown:** Hi this is Mitch O'Connor from Side Banking.
- [2026-09-04 18:08:42 - 2026-09-04 18:08:43] **Unknown:** How are you doing today?
- [2026-09-04 18:08:44 - 2026-09-04 18:08:45] **Behnam:** Hi there, very good.
- [2026-09-04 18:08:45 - 2026-09-04 18:08:45] **Behnam:** Thank you.
- [2026-09-04 18:08:46 - 2026-09-04 18:08:47] **Unknown:** Good.
- [2026-09-04 18:08:47 - 2026-09-04 18:08:48] **Unknown:** yeah, what can I do for you?
- [2026-09-04 18:08:48 - 2026-09-04 18:09:05] **Behnam:** I'm trying to obtain settlement statements for the merchant account that we have, and in the app I can only go back six months some wondering if it's possible to get all of them for the last 18 months since the account was opened.
- [2026-09-04 18:09:07 - 2026-09-04 18:09:11] **Unknown:** Okay, I can get this raised to my colleagues for you.
- [2026-09-04 18:09:12 - 2026-09-04 18:09:16] **Unknown:** Can you tell me the name of your business so I can find your account?
- [2026-09-04 18:09:16 - 2026-09-04 18:09:19] **Behnam:** TLC Solutions Limited.
- [2026-09-04 18:09:21 - 2026-09-04 18:09:21] **Unknown:** Thank you.
- [2026-09-04 18:09:21 - 2026-09-04 18:09:24] **Unknown:** And can you tell me the postcode for your business?
- [2026-09-04 18:09:24 - 2026-09-04 18:09:27] **Behnam:** S9 S93WX.
- [2026-09-04 18:09:29 - 2026-09-04 18:09:29] **Unknown:** Thank you.
- [2026-09-04 18:09:29 - 2026-09-04 18:09:31] **Unknown:** And the postcode for your business?
- [2026-09-04 18:09:31 - 2026-09-04 18:09:35] **Behnam:** Yeah, that's the postcode, Sierra 93 Whiskey X, sorry.
- [2026-09-04 18:09:36 - 2026-09-04 18:09:36] **Unknown:** Oh, sorry.
- [2026-09-04 18:09:37 - 2026-09-04 18:09:40] **Unknown:** Can you confirm your full name including middle names.
- [2026-09-04 18:09:40 - 2026-09-04 18:09:40] **Unknown:** Yes.
- [2026-09-04 18:09:40 - 2026-09-04 18:09:42] **Behnam:** Benham Andrew Rafraf.
- [2026-09-04 18:09:42 - 2026-09-04 18:09:43] **Behnam:** Thank you.
- [2026-09-04 18:09:43 - 2026-09-04 18:09:44] **Unknown:** Benham, what's your date of birth?
- [2026-09-04 18:09:44 - 2026-09-04 18:09:46] **Behnam:** 24th of January 1987.
- [2026-09-04 18:09:48 - 2026-09-04 18:09:48] **Unknown:** Thank you.
- [2026-09-04 18:09:49 - 2026-09-04 18:09:50] **Unknown:** All right.
- [2026-09-04 18:09:51 - 2026-09-04 18:09:51] **Unknown:** Thank you.
- [2026-09-04 18:09:51 - 2026-09-04 18:09:52] **Unknown:** Thank you.
- [2026-09-04 18:09:52 - 2026-09-04 18:09:53] **Unknown:** Okay.
- [2026-09-04 18:09:53 - 2026-09-04 18:10:04] **Unknown:** So you would like to get the acquiring settlements for the last 18 months.
- [2026-09-04 18:10:04 - 2026-09-04 18:10:05] **Unknown:** Yes, to be here.
- [2026-09-04 18:10:06 - 2026-09-04 18:10:08] **Behnam:** Since the account opened, maybe less than 18 months, I think.
- [2026-09-04 18:10:12 - 2026-09-04 18:10:20] **Unknown:** Since the account was opened, so that would be your account was opened back in August last year.
- [2026-09-04 18:10:22 - 2026-09-04 18:10:24] **Behnam:** Was it the matching account?
- [2026-09-04 18:10:24 - 2026-09-04 18:10:25] **Behnam:** Let me let me check.
- [2026-09-04 18:10:25 - 2026-09-04 18:10:27] **Behnam:** I think is this March, last year.
- [2026-09-04 18:10:29 - 2026-09-04 18:10:34] **Unknown:** The merchant account actually has been open in March this year.
- [2026-09-04 18:10:35 - 2026-09-04 18:10:35] **Behnam:** This year.
- [2026-09-04 18:10:36 - 2026-09-04 18:10:37] **Behnam:** Yeah.
- [2026-09-04 18:10:37 - 2026-09-04 18:10:38] **Behnam:** Merchant account is open
- [2026-09-04 18:10:38 - 2026-09-04 18:10:39] **Unknown:** In March
- [2026-09-04 18:10:39 - 2026-09-04 18:10:39] **Behnam:** 2026.
- [2026-09-04 18:10:40 - 2026-09-04 18:10:46] **Behnam:** Maybe I can see them in the app only since March, but we've been we've had the account for longer than that.
- [2026-09-04 18:10:46 - 2026-09-04 18:10:54] **Behnam:** Maybe we changed the plan or we got an extra terminal in March, but we've been using it since last year.
- [2026-09-04 18:10:57 - 2026-09-04 18:10:58] **Unknown:** Well, actually, sorry, no.
- [2026-09-04 18:10:59 - 2026-09-04 18:11:11] **Unknown:** My mistake, I can see that your business has been open in November 2024, yeah, and The merchant account is open on the 3rd of March 2026.
- [2026-09-04 18:11:13 - 2026-09-04 18:11:13] **Unknown:** First one.
- [2026-09-04 18:11:14 - 2026-09-04 18:11:15] **Unknown:** No, it's not possible.
- [2026-09-04 18:11:17 - 2026-09-04 18:11:18] **Behnam:** Unless there's a different one.
- [2026-09-04 18:11:21 - 2026-09-04 18:11:23] **Unknown:** Well, we do have a an acquiring team.
- [2026-09-04 18:11:23 - 2026-09-04 18:11:24] **Unknown:** I can connect you to them.
- [2026-09-04 18:11:24 - 2026-09-04 18:11:26] **Unknown:** So if you'd like, I can work.
- [2026-09-04 18:11:26 - 2026-09-04 18:11:26] **Unknown:** It would
- [2026-09-04 18:11:26 - 2026-09-04 18:11:27] **Behnam:** Be great.
- [2026-09-04 18:11:27 - 2026-09-04 18:11:27] **Behnam:** Yeah.
- [2026-09-04 18:11:28 - 2026-09-04 18:11:28] **Unknown:** Yeah.
- [2026-09-04 18:11:28 - 2026-09-04 18:11:29] **Unknown:** Okay.
- [2026-09-04 18:11:29 - 2026-09-04 18:11:31] **Unknown:** So, once I explained
- [2026-09-04 18:11:31 - 2026-09-04 18:11:33] **Behnam:** Why I can't see the transactions in the app.
- [2026-09-04 18:11:36 - 2026-09-04 18:11:38] **Unknown:** They're working up until 7 p.m.
- [2026-09-04 18:11:38 - 2026-09-04 18:11:39] **Unknown:** So they're still available.
- [2026-09-04 18:11:39 - 2026-09-04 18:11:42] **Behnam:** Yep okay.
- [2026-09-04 18:11:42 - 2026-09-04 18:11:43] **Unknown:** I can connect you to them.
- [2026-09-04 18:11:44 - 2026-09-04 18:11:53] **Unknown:** Now unfortunately, I cannot transfer the existing phone call, so you can choose a callback request, or I can create a chat, and it's connected to them.
- [2026-09-04 18:11:55 - 2026-09-04 18:11:56] **Behnam:** Chat's okay, why not?
- [2026-09-04 18:11:57 - 2026-09-04 18:11:59] **Behnam:** Call, maybe, call, maybe that.
- [2026-09-04 18:11:59 - 2026-09-04 18:12:01] **Behnam:** I can explain better because.
- [2026-09-04 18:12:01 - 2026-09-04 18:12:02] **Behnam:** Okay which one do you prefer?
- [2026-09-04 18:12:03 - 2026-09-04 18:12:04] **Behnam:** Uh call please.
- [2026-09-04 18:12:05 - 2026-09-04 18:12:05] **Behnam:** Okay.
- [2026-09-04 18:12:41 - 2026-09-04 18:12:42] **Unknown:** One second.
- [2026-09-04 18:12:42 - 2026-09-04 18:12:43] **Unknown:** Are you in Bulgaria?
- [2026-09-04 18:12:45 - 2026-09-04 18:12:48] **Unknown:** Oh, well, we're in pretty much in Eastern Europe.
- [2026-09-04 18:12:48 - 2026-09-04 18:12:50] **Unknown:** Okay.
- [2026-09-04 18:12:51 - 2026-09-04 18:12:52] **Unknown:** Yeah, it's further on.
- [2026-09-04 18:12:52 - 2026-09-04 18:12:55] **Unknown:** Uh, well, yeah, pretty much.
- [2026-09-04 18:12:57 - 2026-09-04 18:13:07] **Unknown:** And right now, I can just tell you that everything is raised to the team and you just need to give them some time so they can reach out to you and it's all set.
- [2026-09-04 18:13:07 - 2026-09-04 18:13:08] **Behnam:** No problem.
- [2026-09-04 18:13:08 - 2026-09-04 18:13:09] **Behnam:** Thank you very much.
- [2026-09-04 18:13:10 - 2026-09-04 18:13:11] **Unknown:** No worries, Benham, anything else I can do for you?
- [2026-09-04 18:13:12 - 2026-09-04 18:13:13] **Unknown:** No, that's great.
- [2026-09-04 18:13:13 - 2026-09-04 18:13:13] **Behnam:** Thanks very much.
- [2026-09-04 18:13:14 - 2026-09-04 18:13:14] **Behnam:** Thanks.
- [2026-09-04 18:13:14 - 2026-09-04 18:13:14] **Unknown:** All right.
- [2026-09-04 18:13:15 - 2026-09-04 18:13:15] **Unknown:** Have a good day.
- [2026-09-04 18:13:15 - 2026-09-04 18:13:16] **Behnam:** Beautiful.
- [2026-09-04 18:13:16 - 2026-09-04 18:13:16] **Behnam:** Bye bye.