TD Canada Trust Branch and ATM — Attraction in Toronto

I had the most disgusting and racist experience at this TD branch. I came in to submit a wire transfer for my business. I have gone to my own branch multiple times and have never been asked for two pieces of ID when signing into my business account. At this branch I was asked for two pieces of ID, which I assumed was because of the wire I was sending. I presented my driver’s license and was told that my health card was not accepted. Before I could even provide another form of identification, the customer service representative, Luna, asked me, “Do you have a PR card?” This was incredibly inappropriate and offensive. To assume that because I am Black I must not be a Canadian citizen is disgusting. I called her out on this immediately and asked why she would assume I had a PR card. She became visibly flushed, which tells me that even she knew how wrong and inappropriate her comment was.

The experience continued to get worse. Luna and her manager, Antonet, were completely unhelpful. They continued to ask me questions about my wire transfer because their system said that some of the names listed were “too long.” They looked at me as if I was the one who should know how to resolve it. I explained repeatedly that this was the information provided by my manufacturer, and that I had already confirmed everything by phone the day before. In fact, the person I spoke to placed a note on my account to ensure my transaction would go smoothly since I am extremely busy and cannot waste time on repeated visits. Despite this, I stood in the branch for over 45 minutes with no resolution.

Antonet’s behavior was unprofessional and unpolished. While I was waiting, another customer came to ask if he could cut the line because he had been there earlier and left. At first, Antonet said it was inappropriate to allow him to cut ahead of others, but eventually she allowed it anyway, despite other customers waiting. Later, she came to Luna and essentially told her to hurry up because other customers needed to send wires, completely dismissing the fact that I had already been waiting close to an hour and was visibly frustrated. When Antonet finally attempted to assist, she made an appalling and racist comment to Luna, saying, “You should know more than this seeing how you are Chinese.”

This experience was disgusting, inappropriate, and unacceptable. I was subjected to racism, disrespect, and blatant unprofessionalism. I am now reconsidering doing any kind of business with TD at all. In fact, I have already booked a consultation with another bank to explore moving my accounts because I refuse to tolerate being treated in...

I recently visited this branch and was surprised by the lack of professionalism displayed by the branch manager. While the employee assisting me was kind and helpful, what I witnessed around me was disconcerting.

The customer beside me was visibly distressed over a compromised card. The manager, needing additional identification to assist him, showed no patience or empathy - just cold, almost antagonistic responses. I understand policies and procedures, but at no point did she attempt to de-escalate the situation or offer a sincere apology. It seemed like she was looking for an argument. After he left, instead of handling the matter discreetly or moving on, she loudly criticized and mocked him to another staff member, both snickering like teenagers. It was unprofessional and immature, more like high school gossip than the conduct expected of a bank manager.

Unfortunately, this behaviour wasn’t limited to customers. The employee assisting me encountered a technical issue and asked the same manager for help. Instead of providing supportive guidance, the manager responded with clear frustration, speaking to her in a condescending tone, as if she were incompetent for not already knowing the answer. It was completely demeaning and unnecessary - I almost felt compelled to apologize to the employee on her manager’s behalf.

Finally, when the employee ran into another issue, she asked a different staff member (who had a henna tattoo on her hand) for assistance. This staff member quietly suggested charging me an account fee and told her to take it from my account or ask for cash. I don’t think she realized I could hear her, but I spoke up to clarify that I had already paid the fee the day before. Rather than acknowledging or apologizing, she simply walked away without making eye contact.

I wouldn’t expect this kind of behaviour at a bank, it felt like stepping back into a toxic teenage work...

About one week ago I came in to this location to deposit a bunch of coins and cash I had made from hosting a garage sale. When I came up to the counter, I asked the associate if they would be able to provide me with some coin wrappers and explained my mass amount of coins I wanted to deposit into my TD account. The man looked me dead in the eyes with a straight face and said, “What for.” I was shocked at the attitude and all I could say was, “Um, for coins…?” I continued to say “I’d like to deposit my coins into my TD chequing account. Are you able to do that here?”

He said “Yeah.” in a monotone voice and proceeded to just stare at me without doing anything else. I said, “So, do I need to tell you how many? Or…” and he replied with “Well. We can only provide you with a limited number of them.” Ok? So tell me how many then. Isn’t that your job?

Genuinely, I’ve never had a more awkward and annoying experience at a TD Branch. I get it if you’re having a bad day, etc., because everyone has them. But relocating this bad energy onto customers is awful. This man ruined my day that day. He ended up giving me 4 wrappers, which wasn’t enough for the number of coins I had. I was so fed up with the attitude that I left without asking for more. I wish I looked out for his name, because he definitely needs to hear all this.

I’ve been banking with TD for years now, and being a loyal customer, the least a man could do is give me some coin wrappers. It wasn’t a big deal.

I ended up going to the branch near Longmore and Sheppard, and the Associates there were 10x more helpful and polite - even helped me count my coins and wrap them for me. Maybe this Associate could’ve learned a thing or...