Visa debit payment problems

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I made multiple payments to Koodo using my Visa Debit but now Koodo is saying they didn't receive some of them and that my bank (TD) refused to let some of them go through even though it shows it's been withdrawn from my account. I read someone posted there is a $200 limit using visa debit card? So Koodo just posted back on my new bill $90 that I already paid with visa debit; but calling Koodo they now say they never received some of my payments even though it clearer shows in my bank account the money was sent to them. After calling my bank the bank said the transactions did go through on their end and they told me to contact Koodo to recheck it; calling Koodo back they still say they never got the money. Very frustrating
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Ross Silke

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Posted 1 year ago

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Jan Hope

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Hi, Ross

It is really frustrating. This is why I always pay my bills directly from my Bank account. I think sooner or latter it will be clarified. You need to be patient and when you will know for sure whose fault it is, complain about it to the higher management.

Hope it will be resolved soon.
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Bernard, Official Rep

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As you can tell this is a public forum so there is not a lot we can disclose. I see multiple attempts of small denomination that were then refunded on the card. Backed out payments typically happen when the bank/issuer doesn't release the payment. Card reached its limit at the time or a number of other possible reasons. Maybe best would be to make a payment via TD then? All you need is your Koodo account number and they can process it for you. 
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Ross Silke

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Ok. But in my bank account it shows that the payments were made and withdrawn from my account; I haven't received any refunds yet. My bank's showing all the payments went through; there's been no return payments yet or will that show later? Thanks
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Not Jean-Pierre Blais

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I had a similar problem using TD's VISA Debit for the first and last time a few years ago. The merchant didn't get the money, but TD said the transactions went through. The merchant can't refund the money because they didn't get it in the first place. I argued with TD, and they gave my money back for the larger transaction as a goodwill gesture. The transactions were then refunded on their own a few months later, so in the end I got back double the money I gave. If TD still works that way, good luck. There really is no good reason to use VISA Debit.
(Edited)
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Ross Silke

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Ok. I talked to a TD specialist through their easyline number and she said it could take up to 50 days now once an investigation is launched on the issue, but she told me to wait until Thursday at least to see if Koodo gets the funds or if they are returned to my bank account. Koodo told me the bank actually refunded the money; not sure how that works. I still don't see the money yet but I paid the bill Friday and it's only Tuesday. Thanks for letting me know that but hopefully and according to them it shouldn't take that long if you ask them to investigate; did you request that? Best,
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Bernard, Official Rep

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Can you send us a private message on Facebook and we can share with you the transactions so you can talk to TD about it? It was on the 21st of April that a series of small denomination and couple of larger ones were put through. 
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Ross Silke

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Ok, I tried that but haven't gotten a response yet. Thanks

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