TD Canada Trust Branch and ATM — Local services in Toronto

I sat down with ROSA last week to open a direct investment account. At first I was happy because she had time to see me without an appointment. But when we sat down, I noticed she didn’t have a very friendly attitude, probably because I told her I don’t want to open a mutual fund account. As I recently became a PR, she told me my SIN has to be changed in order to open a DI account, but having my new SIN was not enough. She specifically asked me to bring the SIN paper issued by Service Canada and booked another appointment for me with someone else. I mean, if the TD website says I can change my SIN by calling a rep on the phone, the rep definitely can’t see my paper. Why would having my IDs, my SIN number and my presence not enough??? What value would that paper add? It’s so obvious that she did not want to provide service to me after hearing my NO to mutual funds and not seeing a big number in my account. Please, have some...

These people say if you have any concerns to call them, but they are difficult to reach and do not seem to answer their phone. They did not do things properly and were giving me the runaround as if trying to buy more time--they may be pleasant but are lackadaisical and do not complete tasks within a timely fashion, with no consideration how it impacts the client. I cannot trust them with my funds. The tellers are allright, but it is appalling how the others do not understand the basics of their jobs. They often had to ask the supervisor for direction.

I cannot get over how stressful this is. They are not easily accessible, which makes it impossible to work with them. Their manager delayed dealing with the problem and passed the buck. And to think this is what my funds are paying for. Except for teller services, everything is by appointment, thus it is better to do online...

Really disappointed with the help desk customer service. I called to make an appointment to see a mortgage consultant as I wanted to cash the surplus in my property tax account. I was told I didn't need an appointment and the help desk was able to facilitate this paper work for me. After taking time from work to go to the branch I was told by the same person that I needed an appointment and unfortunately they weren't able to make anyone available on that day. I wasn't satisfied with the way it was unfolding and she was becoming increasingly rude despite her own mistake. More unfortunately when she contacted her manager, she sided with the staff and also was short with me. I can't help but think if I was opening a mortgage instead of closing one and closing an account, this may have been handled differently. These two personalities really tainted...