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my daughter has a hold on a debit card and a charge for the same amount. she can't seem to get the hold removed by td even though the vendor has said it removed the hold. hold $ and same charge $ should this not be easy to resolve? who should I contact?
December 3, 2014 01:36:24 PM
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In reply to Thomas, Highlands
Hello, Thomas and thanks for connecting with us on TD Helps about this. We apologize for any issue and we'll be glad to review some options with you.
As you mentioned that funds are currently on hold from a debit card purchase, your daughter may like to obtain a Merchant Release for these funds. With the merchant's permission, in some instances we're able to remove the hold and make the funds available for withdrawal again.
To get a merchant release, the vendor your daughter is dealing with may fax a letter to us on their company letterhead. The pending charge must still be active on her account and not have been collected by the company. We suggest that she contact us, or if you're listed as a joint owner of the account, you're also welcome to contact us at 888-751-9000, 24/7 to verify if the pending charge is still active and can be released. We can also provide a date of expiration for the charge your daughter if she calls.
For the merchant release, the company will need to include the following information and it should be faxed to our Fulfillment Department at 856-533-1138:
-Name as it appears on the card
-Date of authorization
-Full debit card number
-The exact amount debited, or separate amounts if there are multiple authorizations
-A brief statement from a representative expressing that they authorize the hold to be released
-Please ensure this information is printed on the company letterhead as mentioned above
In most cases we should able to release these items and return the funds to her available balance when we receive their fax. Our Fulfillment Department is available to assist our Customers 24/7 for your convenience. If everything is correct, the charge can usually be released within 2-3 hours of receiving the fax.
If the charge has already been collected by the merchant, we do suggest contacting them directly to obtain a refund. If any issue continues to occur, depending on the type of charge TD Bank may also be able to assist with a claim. We'd recommend that your daughter contact us at any time using the number listed above so that a Specialist can review the transaction in detail and provide additional options.
We hope this information is helpful, Thomas and please let us know if you have further questions.
Yen D, Mount Laurel
December 3, 2014 02:01:08 PM