TD Canada Trust Branch and ATM — Local services in Toronto

I experienced extremely poor customer service from Sunny Ruotong Zheng. She promised to follow up with me on the matters we discussed during our appointment since she was not able to answer them at the time, but she never did. I followed up with her by email and waited for 8 days without hearing back. When I emailed her for the second time, she continued to ignore my inquiries. I thought she might have switched jobs, but to my surprise, I spotted her working at the counter on another day. When I asked her about the email, she said she had escalated the question and was waiting for a response. It was disheartening to discover that she had not communicated this to me, leaving me in the dark about the status of my concerns instead of providing a simple update. At the very least, she should have informed me that she was waiting for a response through email instead of continually ignoring my messages.

Towards the end of our initial appointment, she repeatedly said 'get out' in Chinese, which made me uncomfortable. Despite this, I tried to be understanding and let it pass. However, despite my efforts to maintain understanding, her conduct was entirely unprofessional, and it became increasingly clear that Sunny Ruotong Zheng's behavior was far from acceptable. Such disregard for customer concerns is unacceptable, and it ultimately led me to schedule an appointment with another advisor to address and resolve my...

Customer Service at this branch dropped the ball on two things, my first time home buyers plan and my wife's LOC application. Their staff is horrendous, worst experience at the branch. The Branch Manager had the nerve to tell my wife that I was rude to her FSR. I wasn't rude, I was frustrated at his incompetence and how terrible his customer service skills were which screwed up her entire LOC application. They show no empathy whatsoever. He promised to follow up within a week but did not. I had to follow up in order for him to give me an answer. He then repeated some of the question which he already had answers to. Terrible time management and client service skills.

Secondly, I had advised them to complete a first time home buyers withdrawal in 2022 for tax purposes but they decided to initiate the withdrawal for me in Dec 2021. I had specifically asked them not to do that. (I have email confirmation as well). But they didn't care and went ahead and did it anyway. I followed up with them on Dec 31 and they had it reversed however, they didn't reinitiate the withdrawal and my closing is in 2 days. I was on the line with TD Direct Investing for 3 hours to have it resolved!

This branch is terrible and I would avoid altogether. I will be escalating this issue, as...

I recently visited a TD Bank branch to deposit a cheque and had a deeply frustrating experience. The manager decided to place a hold on all or part of the funds—not based on any clear policy, but seemingly based on personal judgment and appearance. It felt like I was being judged by how I look or my ethnicity, which is unacceptable.

TD Bank claims it’s to “prevent fraud,” but the truth is they have all the tools to verify the cheque quickly. They have the phone number of the person who issued the cheque, they have my Social Insurance Number, my phone number, my address, and even the details of both banks involved. Still, they force people to wait five to six business days to access their money.

It seems more like an excuse to hold your funds so they can use your money internally while you wait. That’s not protection—it’s a delay tactic. The worst part is the judgmental discretion individual managers are allowed to exercise. This needs serious attention. In countries like Mexico, Brazil, or Colombia, banks often verify and clear funds within hours. Canada should be...