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July 13, 2015 09:56:55 AM
In reply to Nicole, Wayne
We appreciate your visit here at TD Helps today, Nicole. 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, you 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 you are 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 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.
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 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 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 Nicole, and we hope you have a nice day!
Alara B, Mount Laurel
July 13, 2015 09:58:12 AM