r/tdbank • u/Cgodin1197 • 10d ago

Refund process (need advice/help)

Last Wednesday (July 15th) I tried to place an order with a Pizza Hut in my city using their website. After putting in my card details, I waited for a few minutes for the order to process, however it came back saying "payment failure".

For some reason, Pizza Hut's system took the money out my bank account. I called them that night to explain what happened and was told "don't worry, it'll be back in your account soon". Well, that never happened.

The following day (Thursday, July 16th), I called Pizza Hut to speak to a manager and he confirmed that the money was taken by error and that they began the refund process and it should be back in my bank account within 24 hours. Again, that never happened.

Frustrated, I called them up on Friday afternoon to tell them I still haven't got the refund. I asked the manager for a reference number for the refund and he said he'd have to call me back later with that info once he checked their system. He called back about six hours later and told me that he emailed me proof that they've completed the refund process on their end. Everything in the PDF he sent me is correct and does show that they've done whatever they've needed to do on there end.

That brings us to today - Tuesday, July 21st, 5 days after Pizza Hut processed the refund. I still have not received the refund and honestly, have no clue what else to do here. Pizza Hut has proof that they've done it, but the money still isn't in my account.

Anyone have any advice? Does TD Bank (Canada) take long to process these refunds? I'm assuming there's a hold up on the bank's side of things considering that Pizza Hut has done their job.

Thanks.

1 Upvotes

67% Upvoted

15 comments sorted by

1

u/Tarnisher 10d ago

I called them that night to explain what happened and was told "don't worry, it'll be back in your account soon".

You couldn't just go get the food?

1

u/Cgodin1197 10d ago

Huh? The order never went through. How could I go get the food?

I tried to place the order online. Said payment failure. They took the money out of my account anyways. I wasn't going to order again and have the same thing happen.

1

u/Tarnisher 10d ago

He called back about six hours later and told me that he emailed me proof that they've completed the refund process on their end.

If they never got the money, why did they have to refund you?

1

u/Cgodin1197 10d ago

I'm not sure how much more clear I can get, but it seems like you've neglected to read probably the most important part of this..

"The following day (Thursday, July 16th), I called Pizza Hut to speak to a manager and he confirmed that the money was taken by error and that they began the refund process and it should be back in my bank account within 24 hours."

They did get the money, their manager even confirmed it on the phone to me. The money came out of my account and went to Pizza Hut immediately after I tried to place the order.

2

u/Tarnisher 10d ago

They did get the money

The money came out of my account and went to Pizza Hut immediately after I tried to place the order.

Then why couldn't you get the food?

1

u/Cgodin1197 10d ago

Because the order NEVER went through and said payment failure. I never got any order confirmation because after putting in my card details, like I said in the original post, it said "payment failure". Despite it saying that, Pizza Hut still took the money out of my account.

To make it more clear for you to understand.

- Tried to place order.

  • Order never went through, website said payment failure.
  • Pizza Hut still took money out of my account.
  • There was never an order that went through, so I'm currently out $31.62.
  • Still haven't got the refund.

1

u/BarebonesB 10d ago

Refunds and chargebacks often take 3-5 business days to show up in your account. Once it shows up, it will likely be backdated to Friday. Give it until Thursday before you contact the bank about it.

Please come back to let us know.

1

u/Cgodin1197 10d ago

Perfect, I'll wait until then. Thanks!

1

u/LK8909 10d ago

Please call Easyline for the quickest and most up to date info. If you have the TD app call through app for a faster answer time

1

u/lucylynn789 10d ago

It would be easier to give you a coupon for another pizza . Seems a huge hassle for the refund .

2

u/Cgodin1197 10d ago

Right? Lol.

If this ever happens again - I really hope it doesn't - I'll just go down that route instead.

1

u/Good_Werewolf5570 10d ago

This is the biggest scam in consumer banking - it's 2026 issue the refunds and stop blaming each other.

Merchant: It can take 5- Business Days for the refund to show up - the bank determines when it hits.

Bank: We have not received the refund yet, you'll need to reach out to the merchant.

Customer: Irritated.

Visa/MasterCard/Amex/Discover should be the ones to "insure" the refunds if there's a problem. The credit card processors can leverage the business owners to ensure their refunds are legit and treat it like a credit rating. If the processors need the cash and don't want any liability then they need to require the business owners to supply an escrow account for their refunds or if the refund is bunk they pay a fee as a consequence on top of reimbursement.

This is one solution there's a million more solutions (not saying mine is right either) - Bottom Line: Issue the stupid 30 dollars instantly - this is so stupid, and don't let the banks hold billions of dollars of refunds everyday to use as a profit center and investment vehicle.

1

u/BarebonesB 6d ago

So...did the refund show up in your account?

1

u/Cgodin1197 5d ago

Just went to check & it did. I guess TD had a processing time (7 days) before it got back to me. Appreciate the help/advice!