TD Canada Trust Tower — Local services in Toronto

On May 18th, I had an extremely negative experience at the bank. I went to obtain a bank draft for a recent purchase, with a payment due on the 20th. I arrived at 10 am and requested the draft. The teller prepared the necessary information and sought approval from the assistant manager.

However, the teller then asked for a second ID, which I didn't have at the time. I went home to get my passport and returned to the bank. The teller took both my driver's license and passport to the assistant manager. After asking some security questions and sending me an authentication text, which I promptly responded to, the assistant manager proceeded to inspect my IDs.

I had recently renewed my driver's license, and the assistant manager insisted that the address abbreviation "AVE" should be "AV." I explained that Service Ontario uses standard two-letter abbreviations for street names, such as "ST," "DR," and "AV." After 30 minutes of verification, she finally confirmed the address was correct but then accused my driver's license of being fake and altered. I suggested she call 911 if she believed it was fraudulent, but she refused and denied me the bank draft. I spent three and a half hours at the bank, and she continued to treat me with suspicion, refusing to call 911 because she knew her actions were unjustified.

I decided to go to a different TD branch to request the bank draft. However, the assistant manager at the Oshawa branch had marked my account with a suspicious comment. This was shocking, as I have been a TD customer for 12 years, with all my accounts, mortgages, and investments held there. I was deeply disappointed by this comment. Despite the staff at the new branch trying to assist, they were unable to issue the bank draft due to the note on my account. Eventually, I was able to get the bank draft issued under my wife's name, as she is a joint partner on the account. This entire process took from 10 am to 4 pm.

I have spoken with my lawyer and am taking action regarding the discrimination I faced. Next week, I plan to move my accounts to another bank. I am extremely disappointed with TD and no longer wish to use their services.

I noticed many other customers have complained about the assistant manager's attitude. It’s puzzling why TD has not addressed these issues. TD stands to lose valuable customers due to her behavior. I am eager to see what actions TD will take against her and how they plan to address and prevent such discrimination...

SUPER CROOKED! They offered me a Business Travel Visa for an annual fee of $ 149 with a credit limit of $ 4,000. After a few months, they told me I qualify for an additional $ 3,500 credit increase. I DID NOT request one. I was asked if I would like to accept this increase, they transferred me to an individual who asked me so many personal questions, I was taken aback. I did NOT request this increase, and in hindsight, I feel they mislead me so they can obtain more personal information. I felt violated. The previous information was apparently good enough to qualify me for their expensive card, but not good enough for a credit increase I never even asked about?!

I informed them today that based on their line of questioning, I will be closing all my TD accounts at the end of the month and cancelling my credit cards with them. I asked them what will they be doing with the “extra” information they intentionally extracted from me. They gave me the corporate and legal speak they often hide behind and basically said they intend to keep it indefinitely in their records. As a conciliatory gesture, they told me I didn’t have to respond to their questions - close the barn doors after the horses are out!

I work on the assumption that a bank of all places must be beyond suspicion in the way they work, obtain/share information. I am aware that they “share” personal information with third parties and that this information is valuable in that it’s another revenue stream for them. They can line their branches with green couches all they want, it doesn’t change the fact that they are financial sharks who hide behind corporate and legal speak to retain your private information even AFTER you cease to be a customer of theirs.

My advice: don’t be quick to drop your pants for any bait they dangle before you. They want your information to sell to third party businesses they benefit from directly. TD with all its corporate and legal team can deny and spin it any which they please, but the fact remains, they are crooks in suits. Don’t be quick to give in to their apparently innocent line of questions. They already have access to your information from the credit bureaus. They don’t need...

I have taken over 50 flights since becoming an Aeroplan member with a TD VISA INFINITE PRIVILEGE card in October 2022. However, when I recently attempted to cancel a flight booking just one hour past the 24-hour cancellation policy, I encountered some difficulties. After waiting an hour for Aeroplan to return my call, I spent another 1 hour and 45 minutes on the line with a helpful representative who tried to resolve the issue by contacting a level 2 Aeroplan support representative.

Unfortunately, the support representative, who identified himself only as "Eric the Supervisor," refused to grant an exception and waive the cancellation fee, despite my extensive flight history and multiple upcoming bookings. He also declined my request to escalate the issue further.

I hope this review brings attention to the quality of service provided by "Eric the Supervisor" and serves as an opportunity for him to receive coaching in customer service. It seems that he may have misunderstood his role as a level 2 support agent, treating it as a position of power rather than focusing on helping customers. I would also encourage Aeroplan to provide Eric with access to mental health resources, as he appeared to be showing signs of depression. I genuinely wish "Eric the Supervisor" a speedy and healthy recovery.

In addition to sharing my experience with "Eric the Supervisor," I initially considered leaving this review on the Aeroplan Call Centre's page, hoping that it would gain visibility and prompt improvements. However, I discovered that the call center already has numerous negative reviews, with an average rating of 1.2 stars across 150 reviews. As a TD Infinite Privilege cardholder, I expect and appreciate the high level of customer service that TD is known for providing. I believe that TD should take a more proactive approach in ensuring that their partners, especially those associated with premium products like the VISA Infinite Privilege, uphold the same high standards of service. This would help guarantee a consistently exceptional customer experience across all aspects of the...