TD says e-transfer problem fixed after some customers couldn't get cash for days

After facing daysof customer complaints,TD Canada Trust says its e-transfer payment system is back in service.

The problem stemmed froma recent platform upgrade whichhas now been resolved, said the bank.

One TDcustomer told CBC Newshe'd been having problems since Sunday trying todeposit thousands of dollars into his account.

"It's really unacceptable," saidTed Baxby,wholives in Kingston, Ont. The landlord of twenty apartmentsreceives most of his rent money via online transfers.

On Thursday afternoon, he said he was still having trouble depositing the money, even though TD announced the issue had been fixed.

"This is very frustrating," he said.

Finally, on Thursday evening, Baxbyinformed CBCNews that his money had been deposited.

On Twitter, CBC News also found other TD customers complaining Thursdayafternoon that their electronic payments still weren'tgoing through.

TD tweeted in response to some of the complaintsthat service should berestored for most customers, and that "we are working to finish up fixes ASAP."

The bank told CBC Newsit'sclosely monitoring the system, and that any customers still facing issues should contact TD.

Italso said that the e-transfer payment problem was not widespread. Despite repeated requests for a timeline, the bankwould not confirm when the issuestarted.

Questions remain

Shaun Rickard, a Toronto home siding contractor, previously toldCBCNews he couldn't deposit a $1,700 customer e-transfer paymenthe received Monday morning.

He notified us that his money finally came through on Wednesday. But he says he's still frustrated over TD's lack of an explanation for what went wrong.

Numerous TD customers have complained on social media that they couldn't get answers. Baxbysays when he called TD customer service on Nov. 1, a representative implied it was a problem with Interac, which supplies the e-transfer payment service.

• TD customer money stuck 'in limbo' due to e-transfer problems
• Interace-Transfer service fully restored

Interactold CBC News that the TD issuehad nothing to do with its operations.

We asked TD about customercomplaintsthey couldn't get adequateinformation about what went wrong. The bank did not address our question.

In July, customers at all of Canada's big banks experiencedproblems with e-transfers for about two days. The issuestemmed fromInterac which was having technical problems.