Lack of transparency and rules changed after contract signature
The onboarding process dragged on for over 3 months, with the same compliance documents and explanations being requested multiple times.
Despite providing everything repeatedly, new requirements kept appearing without any clear timeline or consistency.
After signing a contract, an exorbitant 1,200 EUR onboarding fee was suddenly introduced, even though it was never mentioned before. Changing rules and fees mid-process, without prior notice, is highly unprofessional.
Due to the lack of transparency, constantly shifting conditions, and unreasonable costs, I decided to cancel the onboarding.
Very disappointing experience. Would not recommend.
Reply from Tantum AG
Hi Linus,
Thank you for raising these concerns. We want to be as clear as possible about what happened. In some situations, if we see that the compliance workload is becoming very high due to unclear documentation or multiple revisions, and if the business volume is relatively low, we may need to introduce an upfront fee. This helps us ensure that we can handle the extra effort sustainably.
We also want to clarify that no contract had been signed at this stage. We communicated these conditions before any formal commitment to ensure there would be no surprises down the line.
We understand that this adjustment came up after we had already started the onboarding process, and we apologize for any inconvenience that caused. Our goal is always to communicate these prerequisites as early as possible to avoid surprises. We appreciate your understanding and wish you all the best in finding a service that meets your needs.
