TD Canada Trust Branch and ATM — Local services in Toronto

The staff, including the manager, was very unhelpful and incompetent.

I asked them do to an easy task for me - to update my mailing address and have the new card with my name on it delivered to this new address. They said they won't do it, because I did not have the proof of address with me. What I had with me, though, was my ID, which, normally, is more than enough if you want to make any changes. Then they just advised me to do all the changes online. Which, of course, is a possibility, however, I could not find the option for issuing the new card over there. And that's why I came to the branch. No help provided whatsoever. I felt more like a bother to them.

I asked them how is that possible that they need the proof of my new address. Because, technically, if I would change it online from home, there would be nobody to check anyway. I don't understand what is the difference then. They just said it's a branch policy and that was their solution. To me it seemed like they were just too lazy to do it because the queue started accumulating. (only two employees were working)

I then talked to the manager, however she did not say anything, just told me to do it online. Again very lazy and unhelpful. What is the reason for the branch even being there, if they are incompetent to help with seemingly easy tasks like this?

What shocked me more, though, was how they mistreated an older gentleman in front of me. He was clearly struggling and the staff just insisted on him to leave and don't block the line and do everything at home. Which, apparently, he didn't know how to and that's why he came to this branch asking for help. After the gentleman was "kicked out" he was then standing in front of an ATM in the hall, which probably was not the best spot for standing, however, the manager approached him and instead of offering help, she, again, just told him to move away. This is just not how the bank should help their clients.

I am honestly very disappointed and definitely will consider to open an account with a different bank.

Hopefully you will pay a closer attention to this complaint and try to train your current staff at this branch to be more helpful...

Let me share my experience on Thursday Sept 19th. My kids are going to Uk and I needed to change £50 into smaller denominations. I met Harry Le and let me tell you he gave me the best service I’ve ever received in 30 yrs I’ve banked with Td. He is pleasant,smiling and helpful.He stood out with excellent service and got me the smaller denominations.Before exchanging the currency he asked Manager Michael Longo if he can proceed and Michael said No . Michael said I cannot do straight exchange as there is no paper trail of our transaction. I said ok and left . I walked east on Danforth to Rbc and I don’t bank with them but the teller there told me we don’t carry sterling but I can order them and we can exchange on Monday and I confirmed with her it’s a straight exchange and she said yes. I don’t even have an account and she created a transaction and having banked with td for 30 yrs they could not finish a simple task Before I left I told Michael that Harry Le is excellent give him a raise I was impressed with his...

I had the most frustrating experience trying to reach TD customer service by phone about an important alert I had received. Literally spent hours – and hours -- waiting for customer service to pick up, only to have the line disconnect – more than once. Was ready to pull my hair out. Decided to come into the branch, to see if they could help. Was lucky enough to find Tanya there & available. She immediately stepped into super-hero mode, bless her soul. She placed the call for me again – this time, with three sources going at the same time (talk about a risk mgt plan!!) – a land line, a line through the computer & a cell phone. We wound up getting through fairly quickly and had the issue completely resolved shortly after. A truly tremendous help. I’ve sought her help a number of times in the branch & find that she’s always calm, clear-headed & super pleasant to deal with. Thank you so...