TD Canada Trust Branch and ATM — Attraction in Toronto

Date: May 10th, 2021 Notes: My mom is a senior.

Incident: My mom and I walked from the gas station to the TD parking lot entrance. A sign on the glass window said "ATM -". However, there is nothing on the right side. My mom entered the glass door and asked the staff to use the ATM. He turned her away and said to go around the corner. We walked around the corner to the street entrance, but did not see an ATM or any more directions. We entered the street entrance, saw the ATM on the right side, and also discovered that the street entrance is directly opposite to the parking lot entrance. After we used the ATM, we exited through the street entrance. I saw a young man entered the parking lot entrance and asked the same staff to use the ATM. This time, the staff pointed to the ATM and let the young man walk there directly. He wasn't turned away, and he didn't have to walk around the outside of the building.

Summary: This is an outrageous double standard. The redirection to the ATM is unclear and absolutely unnecessary. What kind of staff turns away a senior and makes a senior walk further while the ATM is directly ahead, a few steps away? Why make it troublesome? There is no line up, so why redirect patrons to use another entrance? Don't visit this branch if you...

I need to say that the TD CANADA TRUST TEAM is fantastic. Keep up the excellent work and customer service.

However, there is 1 individual that I would like to recognize from August 14 2024 to August 28, 2024.

On August 14, 2024, I was assisted by a staff named Elizabeth. She is so amazing with customer service and today she helped me with a deposit and checking to make sure I have a verbal code in place. She was patient with me.

On Wednesday, August 28, 2024 approximately 4:30pm Elisabeth called me over to the desk. She was very patient, compassionate and very kind. She once again helped me out.

She welcomed me with a smile. She helped me to cash out my work cheque. On top of that her and I had a decient conversation while she was operating her system.

One thing she mentioned that struck me deep to my heart was "You are unique in your own way, you are who you are." This quote alone strikes me.

She deserves some sort of recognition, reward, promotion, raise, etc. Her customer service is top notch and she shows a skill of communication with respect, patience, and dedication.

Thank you show much. I DEFINITELY RECOMMEND CLIENTS TO SEEK ASSISTANCE FROM HER.

Kind regards, Ruckshan Aloysius

P.S 5 STARS DO NOT CUT IT. SHE'S...

I just finished a phone appointment to do a mortgage pre-approval and I’m beside myself. Let me preface by saying I used to be a Senior Financial Advisor at a different TD years ago. I can appreciate that policies and procedures may have changed, but the level of customer service I was expecting should not have. I’m not going to name the Advisor I spoke with because this should be used as an opportunity to teach customer service at a branch level. Buying a home, especially your first home, should be a fun and exciting time. I used to take pride in being a part of the process in my clients’ lives. This was completely different: I had to constantly repeat myself/my information to where I felt like my Advisor wasn’t listening. When I tried to give information or ask for clarification on why certain documents were required, I kept getting cut-off/interrupted. I just got fed up and nearly hung up the phone. I told the Advisor straight-forwardly that this interaction was not going well and either just email me what needs to be done or transfer me to a different Advisor (which would have been preferred, at that point). I hope the Advisor and/or Branch Manager reads this and cancels my application, if I can’t do it myself....