TD Canada Trust Branch and ATM — Attraction in Toronto

Subject: Formal Complaint Regarding Experience at TD Branch – East York Town Centre

Dear TD Customer Experience Team,

I am writing to formally file a complaint regarding an unacceptable experience by the Branch Manager I had at your TD branch located at East York Town Centre, 45 Overlea Blvd, East York, ON M4H 1C3, on April 22, 2025.

I have been a loyal TD client for over 8 years and was deeply disappointed with the level of service and treatment I received at the aforementioned branch.

Due to a CRA-related deadline, I needed to walk in and urgently obtain a bank draft and account statements for the year 2020. I arrived at the branch around 2:39 PM. At that time, there were three tellers and over 20 customers in the lobby, including elderly individuals.

By approximately 3:00 PM, only one teller remained serving customers, as the other two had left their counters. I waited patiently for over 40 minutes. Given the delay, I respectfully asked a staff member who the branch manager was, to which I was told the manager was assisting another client.

Frustrated by the long wait, I commented that even Tim Hortons provides faster customer service. I expected more from TD, a leading financial institution in Canada. However, rather than addressing my concerns, I was unexpectedly escalated to the branch manager, who then proceeded to call security to escort me out of the branch. I was also recorded without my knowledge or consent, which I find both invasive and unacceptable.

This experience was humiliating and disrespectful. I pay $29.00 per month in service fees and believe that I deserve, at a minimum, to be treated with dignity and respect.

I formally request that you review the branch surveillance footage and audio recordings for April 22, 2025, between 2:30 PM and 4:00 PM. Additionally, I urge TD to investigate ongoing service concerns at this branch, including gathering feedback from online platforms and local clients.

TD’s slogan, “We Bank on Respect,” was clearly not upheld during this incident. I wish to clarify that raising one’s voice out of frustration, especially after waiting nearly an hour, does not equate to disrespect. At no point was I aggressive or abusive—I was simply demanding basic service.

For reference, please see attached screenshots of online reviews and a video already circulating on TikTok regarding customer service at this branch.

I hope this matter is taken seriously, and I expect a formal response...

Earlier this morning I had a disheartening experience with 2 tellers. I came in needing a bank statement with a stamp of today’s date in the right hand corner. I’ve gone in a few times for the same document throughout the last two weeks and was not given any trouble until today. I had an example of the document so the teller can use this as a template to place the stamp where it needed to be, and he stamped it crooked and was smudged. I kindly asked him again if he can stamp it, he prints out a new statement and stamps it directly in the middle - ignoring my simple directions. I needed this specific document to be clear and precise because I am doing extremely important work with it. Another teller standing beside him chimes in, and says I can pull out the statement on my app - but all I needed was a simple stamp. I even showed him a correct example of how it’s supposed to look, and the teller who chimed in was condescending- explaining to me how a stamp works. All I said is that they can do it gently to avoid smudging so it’ll be clear on paper. Mind you, I’ve been a client with TD Bank for almost 20 years and this location is my home branch. The branch manager, Wayne, is very nice and professional and unfortunately these two men working under him are the complete opposite of that. Both men were very condescending towards me and it was frustrating on my part because they both didn’t understand simple directions. The lack of professionalism from them was disappointing and I felt embarrassed. As I was leaving the bank both men proceeded to laugh. Due to this unpleasant experience, I might have to switch banks.

I apologize for the long review, however I was left with a feeling of frustration, and...

I came to this location to accompany my friend, and we noticed that there was a very long line almost out the door, and 2 people at the front desk. One of the employees explained to a customer that she was leaving to go to a meeting, and could not serve her. One person was left at the desk for a full five minutes before a few more employees emerged (3). They were chatting amongst each other and slow to start serving the customers. One man near the front of the line began complaining about the still very slow service. He stated that he’s been waiting for almost one hour, and was expressing frustration. He asked to speak to the manager. The woman who left the counter to go to the meeting emerged, and stated she is the manager. She asked him to lower his voice and that they would serve him as soon as possible. She didn’t validate his concerns and focused on the fact that he was raising his voice. She quickly decided to call security on him. She asked him to sit in a corner and waited 15 more minutes patiently with the guards who told him to be quiet. He wasn’t really yelling but upset. After this 15 minutes he just left. I don’t bank with TD but wanted to mention I witnessed this, and someone needs to deal with this issue from head office. The place is really badly organized. My friend was there to print a document and had to wait in the line. Usually most banks have a separate line for easier concerns or questions. This place wasn’t...