Small Business Banking
Private Client Group
Personal Financial Services
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February 19, 2015 12:18:33 PM
In reply to Maria, Ridgewood
Good afternoon and thanks for getting in touch with us here on TD Helps, Maria! Sorry to hear about any difficulties but we'll be glad to discuss this with you.
From your description it sounds like you're trying to obtain a Merchant Release of funds that may be on hold. To get a merchant release, the vendor you're dealing with may send their letter to us via fax. We apologize that we're unable to offer an email option for their document at this time.
To be sure you have the correct instructions, please note that the pending charge must still be active on your account and not have been collected by the company. We'll be able to release these items and return the funds to your available balance when we receive their fax.
They'll need to include the following information and it should be faxed to our Fulfillment Department at 856-533-1138:
-On the Company's Letterhead they should include:
-Date of authorization
-Your 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
Our Fulfillment Department is available to assist you 24/7 for your convenience. If everything is correct the charge can usually be released within 2-3 hours of receiving the fax.
If you would like any assistance with this process or to make sure the charge can still be released, we'd recommend contacting one of our Banking Specialists at 888-751-9000, who are available 24/7 to assist you. If the merchant is still experiencing any difficulty, we also recommend reaching us to determine if an alternate fax number is available at that time.
We hope this helps a bit, Maria. Thanks again for the question and have a good one!
Kristen P, Mount Laurel
February 19, 2015 12:21:56 PM