TD Canada Trust Branch and ATM — Attraction in Toronto

Went to this branch at around 3:30-4:15pm. During my two hour break, I walked to this branch (20 minutes away). I waited for 30 minutes (which was totally fine, I understood that they were busy). As soon as I got to the teller, I told her that I lost my debit card and I'd like a new one. I showed both my Ontario Driver's License, my Ontario health card AND my TD credit card. I also entered my OWN pin and showed her my own TD app on my phone. Why did I do all of this? Well, when I first showed her my Ontario Driver's license, she said that the ID on file is a passport and she would not give me a new debit card because of it. I told her that I've lost my debit card before and that my driver's license was perfectly fine and they gave me a debit card right away. Eventually, I asked if I can speak to her manager just to see if there's any way I can get the new debit card. Her manager was very rude (wearing a pink cardigan, reddish hair in a pony tail) and told her worker to look up my previous access cards and she said "Well you have never lost your debit card according to this system so there is no way someone accepted your driver's license. We can't help you if you don't have your passport". I definitely have lost my debit card many times haha so it made me frustrated that she was lying? Additionally, they did not let me cancel my debit card because I did not have my passport with me. I told them that the least they can do is cancel it so that no one uses it but the teller refused. Even just their tone of voice and questions of "Do you understand?? WE NEED YOUR PASSPORT".

Anyways, long story short, I actually called TD through my phone app to cancel my debit card and asked about this "ID on file" policy. The TD person said that any valid Ontario ID (driver's license, passport, etc.) was acceptable even if it's not in file. Then they went on to say that if I showed my driver's license, health card, AND TD credit card, they should have given me a debit card. Super frustrating. I have never experienced this type of customer service at any TD branch. It's always been so pleasant EXCEPT for this one.

When I left the Coxwell Branch, both the manager and teller were laughing and shouted, "Have a good day!!", continuously smirking as I turned back. I left in tears because of how frustrated I was. I was in SHOCK of how rude both the manager and teller were. The teller was wearing a salmon pink shirt. It's a shame that I did not get their names, but I totally remember their faces.

UPDATE @ 6:30pm: I went to the branch by Pape. The teller asked for my driver's license and my TD visa card and accepted those forms of ID. I was immediately given a new debit card. It was a wonderful experience and she was super kind about it.

UPDATE JULY 6 @12:30pm: One of the manager's called me and said that the supervisor (her name is Sonia) will call to apologize. Today, Sonia called me and I told her that the whole situation was bullshit because the teller at Pape Branch and the TD representative on the phone can see my access card history except for her. She gaslit me and said…“I don’t like the way you’re speaking to me, please don't use that type of language". I was so confused and I was like……”What are you talking about? Are you offended that I said, bullshit…?”. She said, “Yes, I get offended very easily”.

Towards the end of the phone call, she RANDOMLY brought up of how SHE was offended because in a private email with branch management, I described her as “short and thick”. If I knew her name in that moment, I obviously would’ve put her name. Unfortunately, I did not know her name so I had to describe her physically. “Description: She was caucasian, wearing a pink cardigan, reddish dyed hair, body type: short and thick."

It was so random and unprofessional to bring that up. I responded with: “Wait, I am so confused. How is this relevant? Why are you bringing this up?”. She then proceeded to cry and hang up the phone as I was in the middle of speaking. The whole “apology” phone call was...

solutely terrible customer service by Frontline staff Nikita and manager Tina. Have had many instances of bias, prejudice and discrimination at this branch. I forgot my business card in my jacket pocket and provided my ID, when this has happened in the past my card was verified and handed back to me. Nikita took extremely long with my card and was typing in a lot of information in the system. So I asked her what and she was inputting and why. She told me that my ID had expired in the system and she needed to update it. Because this had never happened before and the ID I opened up the account with is the exact same ID I gave to her I okkkk. And she explained it in a different way but it still doesn't make sense to me. If my ID was expired or NEW with a new expiry date it would make more sense but it's the same ID. She started to get offended so I said well I just want to be sure that this is something standard and I am going to call and find out. Because in this day and age of identity theft I dont allow people to simply record my information in systems without a valid reason. She said go right ahead. Rude but go off...it's the end of the day. I explained to her that I have been discriminated against in the past and have had banking policies been used against that have been verified by head office that they were excessive and only to be used in extreme situations and that I am simply making sure that I am not being discriminated against. Nikita said, I don't think I'll be able to help you and went to get the manager. I never raised my voice, swore or anything. The manager Tina, came and said What happened? No hello, how are you, nothing. I explained myself to her but she cut me off right away. I explained that again in this day of identity theft I don't allow people to record my information within their systems unnecessarily or without my consent. She laughed and said We are the bank! I said I don't care, system breaches happen all the time. She cut me off while I was talking saying there are cameras here and we're the bank. I asked her if she was going to give me a chance to speak and she said. No. I said No? And she said no because you're being pretty disrespectful to her. Nikita chimed in and said I won't be helping you. I said, you may not but my business affairs will be handled today because I am a customer here. Tina chimed in and said, no she won't. You can call and escalate this if you want. They started looking for a card. I said I don't need one I have escalated things about this branch before She said fine. And walked away. Left me standing there with Nikita. She continued to type things into the computer and then said, can I help the next customer please and asked me to go to the next counter. She wasn't rude about it So I went to the next counter and started over from scratch with Sureni. Very pleasant and helpful although she went to the manager to verify my cheque deposit limits because they apparently were not in the system. My clients don't often pay me by cheque so I understand however I had more than enough in my account to cover the deposit of less than $2K. She comes back to tell me that Tina says she will only release $200 as the standard protocol because if I deposited it into the machine I would only have access to $200. So that was what was going to happen here today. She said they would do the same if it were her. She was calm and pleasant just following what Tina is telling her to do. Tina is immature and incompetent at Conflict Resolution and it shows on the frontline staff. No name tags worn. Had to ask all 3 their names. Manager mumbled hers...Tina? Only coming back to...

I've actually never reviewed a business online before, but I just had to say that the customer representatives at this location are extremely rude, incompetent and immature for absolutely no reason.

I came to this branch a few weeks ago and was given a hard time about my photo ID being recently expired despite the fact that it contains all of my information and my photo on it.

Today I came in to inquire about increasing my overdraft limit, I was polite the entire time as I have also worked in customer service in several fields and so never treat people rudely.

I was told to increase my overdraft limit, I would have to schedule an interview, so I asked how long I would have to wait, he told me, "Not long, about 20 minutes", so I said something along the lines of, that sounds great let's do that.

He then said immediately without looking at anything that they were fully booked. I told him I must have misunderstood and thought he meant I would be able to see someone in 20 minutes, and simply asked again how long it would take to see someone about increasing my overdraft limit, and explained to him that I received a random job offer in a unionized company but in order to start this job in 3 days I would have to pay roughly 1000$ towards an initiation fee, he told me that would probably not be approved in time, so I thanked him for his time and wished him a good day, but as I walked away he turned to his co-worker and joked about me basically calling me an idiot and mocking me for simply asking a few simple questions about a service I haven't used before.

Pretty standard for TD Bank. Rarely do I meet a qualified customer service representative when I visit any TD Bank branch. One near Don Mills & Sheppard Ikea had pretty decent reps.. Also Woodbine and Danforth. The two exceptions.

Definitely will be switching to a new, non-TD bank soon. Despite all the wasted time that will require. I've been with TD bank for 24 years. It...