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Emily, PALISADES PARK
April 27, 2015 05:10:15 PM
In reply to Emily, PALISADES PARK
Good evening, Emily and thanks for visiting us on TD Helps today! We'd be more than happy to advise you.
First, if you recently made an online purchase, it sounds like you may have used a TD Bank Visa Debit card. If so, we can recommend that you contact the store or merchant directly for a cancellation, as we're unable to cancel a transaction made using this method.
If you did use your debit card and you've already cancelled with the merchant, but the debit is still pending on your TD Bank account, we may be able to assist you further. If the store sends us a specific request and they let us know that they won't be collecting these funds, we can remove the item from your account, and this is called a Merchant Release.
To get a merchant release, the store you're dealing with may fax a letter to us on their letterhead. The pending charge must still be active on your account and not have been collected by the company. We'll be able to release this charge 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 their Letterhead:
-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 a Customer Service Representative at 888-751-9000, available 24/7 to assist you. We can also help you at this number if you used a different method of payment, such as direct debit.
Just in case you made the purchase with your TD Bank Visa Credit card, please reach our Card Services Specialists 24/7 at 888-561-8861.
We hope this provides some help and thanks again for stopping by, Emily! Have a great night.
Kristen P, Mount Laurel
April 27, 2015 05:15:20 PM