TD Canada Trust Branch and ATM — Local services in Toronto

I’ve always prized myself on my ability to spin a word. However, the following requires no spinning, no literary device save for cold brutal honesty.

I am disappointed.

A month ago there were charges made against my account that resulted in NSF fees being charged 8 (eight) times to my account. To clarify and remedy the abnormality, I contacted my bank, then the party responsible for accidentally billing me repeatedly.

I haven’t had problems with TD in the past. If there were trivialities, customer service was quick and to the point and always friendly.

This time, however, was not the case. I visited the Yonge and Adelaide branch in Toronto, trying to sort the mess out. I approached a lady dressed in blue, passed a friendly greeting and asked if I could speak with her briefly. She had her arms folded (body language speaks volumes), looked at me, and said go ahead. I explained the situation and she cut off me mid sentence, pointed to the line and said I have to speak with the teller and then I can ask for a manager.

I work in customer service. In fact, I run a clothing store that thrives off of it. And if someone approached me, and I did the same thing that she did, and in the manner that she did, I would be written up. I would write myself up. I would probably fire myself and find a job that did not involve being friendly to people.

But she was just the beginning. I nod and move towards the line and after a brief exchange with the teller, another manager is called, who thankfully does not cut me off, like the manager in blue, but refuses to accommodate the simple request that these charges be alleviated, or at least, some sort of a compromise be made where I can pay for 1 or 2 of those charges. After half an hour of back and forth I’m told to speak with the branch manager, Mr. Ahmad Ali, who wasn’t there and I was required to wait until the next business day. The following day, he simply gives me a number to call and says there’s nothing more he can do.

I have banked with TD for 5 years, my family has banked with TD for nearly 20 years. After this experience and the lack of favour shown to loyal clients, and abysmal service standards, you realise why I don’t care to bank with you anymore.

I am disappointed. I...

TL;DR: The teller wearing light dress shirt who looked like South Asian that I spoke with was not knowledged nor informative. Provided me with the wrong info when I think he could have simply checked my id and reset my credit card info. Instead I waited hours on the VISA line only to be told I cannot. C'mon man.

Longer Story: My credit happened to be blocked when I tried to make a purchase at Sleep Country right across the street from this branch. So I approached the gentleman at about 5:52pm. Sure it was closing in about 8 minutes but that does not mean you deceive the customer and send them home with the wrong information. A customer service on TD told me that I needed to reset my credit card either at an ATM or a branch, but this teller told me credit card can only be done through VISA and told me to go back and call the number on the line. I gave up after waiting for the first two calls for 40 and 10 minutes respectively (Both my earphone and phone battery were dropping very low). I then headed home and finally got a call after nearly 2 hours on the line, but only to be told that it is against the federal law to change credit card pins or resets over the phone, and that this must be done at a local branch in-person. Honestly that gentleman at the bank indirectly wasted 3 hours of my time by providing me with incorrect information.

Now, I understand that you may want to go home after a long day, but the job is not done at 5:52pm, it finishes at 6pm when the branch closes or when you are off work. If he had that mindset, I find it highly unacceptable, if not, he needs more training or learning. I certianly hope that this South Asian gentleman will be properly trained and educated by the branch staff not just for me but for other future customers who might be...

Disappointing. I had received notice of a significant rate increase on my unsecured line of credit, after which it would be a little over 4% above prime. I was a bit irked by this and so enquired through TD's website (EasyWeb) to see if anything could be done about the increase, seeing as how I was a 30+ year customer of bank and they had the bulk of my banking, investment, mortgage and insurance business. They indicated I would need to go to a branch and made an appointment for me at this branch. So I go to the branch and the gentleman proceeds to inform me that it's a bank-wide increase and unfortunately there's nothing they can do about it. Oh, and how the rate I had was actually quite competitive. No other suggestions, no offers, no discussion. Perplexed, I ask why they didn't just say this when responding to my message through their (secured) website or even over the phone, rather than having me come in only to tell me that. He indicated that he thought my preference would be to discuss such matters in person. I thought it was quite kind of him to advise me of what my preference was. Thanked him for his time and left. The following day, I called another bank and had a verbal offer for an unsecured line of credit for twice the amount at prime + 0.5%. I'm signing the paperwork tomorrow and now contemplating moving the rest of my affairs to...