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I made an online purchase but it was canceled before the merchant was paid. The amount of the purchase is still in my pending funds. When will I receive the full refund in my account?
June 9, 2016 08:52:14 AM
In reply to Megan, Hauppauge
Thanks for contacting TD Helps today, Megan.
Please note that since TD Helps is not considered a secured forum, we are unable to assist you with account specific information.
However, please note that in general, certain transactions may remain pending on your account due to a hold placed by the merchant. If the merchant fails to present the final receipt for payment, the funds should automatically be released back to your account. 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 may fax a letter to us on their company letterhead. The pending charge must still be active on your account and not have been collected by the company. We suggest that you 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 at that time.
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 this item 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.
For further assistance with any account specific information, we recommend reaching out and speaking with a Customer Service Representative at 1-888-751-9000, or speaking with someone at your local TD Store. You may find all of our Store locations provided in the link here: http://go.td.com/1f9DSJR.
We hope this helps, Megan, and please enjoy the rest of your day.
Customer Service Team, Mount Laurel
June 9, 2016 08:52:37 AM