Small Business Banking
Private Client Group
Personal Financial Services
For the quickest answer, search previously asked questions below. Chances are, others have asked a similar question and there's already an answer waiting for you. If you can't find a match, ask a new question and our team members will answer.
During an overnight stay at a hotel, they took a mandatory fee from my card but then mistakenly took an extra chunk of money as well. I've been calling my local bank & the hotel back & forth for about a week & a half trying to get the money released but everything is "out of our hands". I'm beyond frustrated & I need my money before the end of the week as I'm out of the state. What do I do?
Torian, Cherry Hill
August 11, 2015 09:51:09 AM
In reply to Torian, Cherry Hill
HI Torian, welcome to TD Helps. We're sorry to hear this and will be sure to provide you with more information.
Generally speaking, when a merchant puts a hold on your debit card and the transaction is still pending, we can release the hold with a fax request from the merchant.
The hotel 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
In most cases we should able to release these items and return the funds to your 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 you contact us 24/7 at 888-751-9000 so that a Specialist can review the transactions in detail and provide additional options. If you'd prefer, you may also visit a nearby TD location, for a listing of our Stores please view: http://bit.ly/TDStores.
Please understand that we'd like to be able to assist you directly however as TD Helps is considered an unsecure forum, we are unable to access your personal account information.
We hope this helps, Torian and take care.
Colleen B, Mount Laurel
August 11, 2015 09:51:40 AM