TD Canada Trust Branch and ATM — Local services in Toronto

I normally does not give reviews to Bank or other financial companies or organization but this I can't help it but to provide review of my awful experience at this branch of TD. I have unpleasant experiences with this branch, about three weeks ago I set up an appointment to see a financial advisor to open a RDSP account for my child, I phoned the branch, asked for requirements and the customer service just mentioned ID cards/SIN for myself and for my child, I asked if there is anything else that is needed and the lady said, "no' that's all I need to bring with me. I walked in and the financial advisor started the application which at first she was hesitant coz I did not bring with me a card with my picture on it other than my OHIP however, I brought my citizenship certificate, after she went through the requirements from their website, she found out that my citizenship certificate is enough identification for myself. During the application, she found out that I need a copy of the CRA approval of the disability tax credit for my child, which I did not brought with me. I said to her, if I have known that the copy of the said letter from CRA is needed I should have brought it and get the application done and completed. I also mentioned to her that i phoned customer care few days before coming in to find out what are the requirements and that was not mentioned during my call. The application was hold off and she advised me to come back and bring the necessary. I wasted my one hour without having to get the application even half done coz it was not submitted at the time due to the missing documents. So phoned back on a Sat to rebook the appointment and the bank is open during Sat and I have never received a call back from the branch. I phoned back and set up an appointment. Went in and meet a different financial advisor, during the application he is insisting for me to open an account with TD so he could proceed with the application and I insisted no because I am happy with my financial institution and I said to the guy when I opened a registered account at TD I did not have any problem using a different bank in depositing funds on my account (by the way I closed those registered account with TD coz I charged my administration fee just after I open the account coz I am not within the maintaining balance for the account requirements, transferred my account to BMO Investorline instead) I insisted that he used my financial institution and application went thru no problem. So today before going into the branch I phoned their hotline number, verifying my account number and if it is good to deposit funds and "Shane" clarified my account and it is good to deposit. Went to the branch and waited in line and when I got to the teller she said she cannot the deposit the funds, she went and asked someone and when she came back she said she cannot deposit because "maybe" it is a new account and just recently opened that it is not yet in the system. I told the teller, I just phoned their hotline number and "Shane" said it is good to deposit, but the teller not able to help me or give me any answer to why I cannot deposit the funds, wasted another hour of my time, getting three kids to get to the branch and nothing happen. I was fuming, why such a big company cannot training their frontline staff to educate them about their service. I phoned the investment hotline number and I was told that I have to send the funds to their investment department. I have to say, even though I tried to open several account at this branch I never refer any of my friends and family to go and open accounts there, they are not very helpful. When I opened the RDSP for my child, the financial advisor has to call their investment department downtown to ask for some guidance. The guys excuse is it is their first time assisting a client with this type...

I’ve been banking with TD for over 15 years, including the last five at this branch, and have always had a positive experience with the previous staff and management. My business has never had a hold placed on funds before—especially not on cheques from regular clients.

Today, that changed. A hold was unexpectedly placed on a cheque from a longstanding client. When I explained my business operations and history with this branch, the manager simply directed me to file a complaint with customer support, stating there was nothing she could do.

Frustratingly, after receiving a customer complaint number, I was bounced between multiple operators, only to be told I would receive a callback. This unnecessary back-and-forth wasted my time over an issue that should never have arisen in the first place. As a small business owner, I depend on consistent access to funds and a trusting relationship with my bank.

Today, I felt dismissed, unsupported, and like a longstanding relationship meant nothing. I hope TD reconsiders how they treat loyal customers who rely on them for their business needs.

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On TD’s Followup

Hello Chantelle, thank you for your response. I genuinely appreciate that my feedback has been shared with the appropriate teams. However, I believe it’s important to clarify my main concerns.

I have been a loyal TD customer for over 15 years, including the last five at this branch. My experience has always been positive until this recent issue, where a hold was placed on a cheque from a longstanding client. As a small business owner, I rely on consistent and immediate access to funds to pay my crews promptly. This process of having holds placed without clear justification is not just frustrating—it directly impacts my ability to manage my business effectively.

When I tried to address this with the branch manager, I felt dismissed, as I was simply directed to customer support rather. This has led to a frustrating experience of being transferred between operators without any clear resolution on a pressing issue that directly impacts my business.

I value my relationship with TD, but I believe situations like this can and should be handled better. I would greatly appreciate it if a senior representative could contact me directly to clarify why this hold was placed, ensure this does not become a recurring issue, and discuss how the customer experience at the branch can be improved. Reliable access to my funds is critical for my business operations, and I need to trust that my bank will support me in this.

Thank you once again for your time, and I look forward to...

I would rate this 0 stars if it was possible.

I stopped by this branch around 11 AM on Friday April 5th and had the worst experience I've ever had at a TD Bank. I hadn't used the account in some time and wanted to reactivate it. I've been a TD customer for 20 years with multiple active accounts but the teller managed to make this a ridiculously difficult process.

I provided my driver's license, my debit card, my SIN card, and my credit cards as proof of identification and he said this is insufficient and I need to provide my passport. As per TD's website, in order to open an account, you need a SIN card and ONE piece of government identification OR a passport. If a brand new client only needs a SIN card and government ID, I do not understand why an existing customer would need to jump through hoops and get their passport to access an existing account. He went out of his way to make it difficult and I strongly believe I was discriminated against at this location. I've never experienced such incompetence and I am truly disappointed by how I was treated today. TD may value customer service and product knowledge, but it definitely does not seem to matter at this location. Managers at this location should prioritize training their tellers to assist their customers without making them feel like such an inconvenience that they can quickly get rid of so they can get back to socializing.

I was able to walk next door to RBC and get my accounts reactivated within 10 minutes with just my driver's license and SIN card and received better customer service, even though they were busier than this TD branch. Based on my experience today, RBC clearly values their customers more than TD.

I will be closing all TD accounts after this experience. If this is how they treat long term customers, I don't see why anyone would want to bank with them, which is clear by the number of overwhelmingly negative reviews here. It's really unfortunate that this is the closest branch to home and they have quickly destroyed the relationship I've had with TD at other locations...