TD Bank Financial Group

Complaint about customer service - Sooke, BC Branch

Today, May 12, I visited the Sooke branch to make a modest cash deposit to my checking account.
There was no one at the door and there were just the tellers inside the branch so I proceeded to the ATM machine located inside the building, right by the entrance.
For some reason the ATM won't accept my cash so I proceeded inside the branch to make a deposit with one of the available tellers.
This is when I heard a loud harsh voice behind my back "Hey! You can't just come in like that!"
I came back out to the branch door and saw one of the TD employees starting angrily at me. He was the one who addressed me as Hey.

So I said, "Sorry it I inadvertently broke any rules. I am ready to follow the rules. But maybe you should not address your customers as Hey."
This TD employee made a few steps towards me and positioned himself a bit too close to me, as if he had the intention of getting right in my face.
Then - trying to stare me down - and standing way too close - he proceeded with lecturing me for about 3 minutes about the importance of obeying the rules.
He was speaking in a very loud and harsh voice, as if he was trying to intimidate me.
He looked visibly angry and annoyed.

Later I was surprised to find out that I was talking to the Sooke branch manager who identified himself as John L.

I totally understand the importance of safety and obeying the rules during current challenging times.
I do my best to follow the rules of social distancing!

However our existing COVID19 restrictions do not make the behavior of John L. - described above - in any way acceptable or justifiable.

I keep wondering, would John L. treat a tall male customer the same way he treated me? Why does John L. think it is acceptable to address any of his customers as Hey?

I think filing this complaint is important because this experience was quite traumatic. I sincerely hope that no other customers of the Sooke TD branch will ever be treated this way!

In the middle of COVID-19 I have tried to go into the branch on the day after Good Friday to cash my cheque (Saturday). For some reason my branch is closed until Tuesday so I cannot cash my cheque. I'm an essential worker that can't make it on regular days due to work. ***. I called and sat on hold for 30 mins to find out I can't do mobile deposit. The representative told me there would be no hold at an atm. *** I went and risked going into a potentially covid covered business to try the atm which is going to hold my funds. I called back and sat on the phone for 25 more minutes and had the next representative tell me my bank was open today (which it is not) then speak to the manager who then basically laughed at my situation and told me there was nothing they could do. Worst bank ever in these times of despair.

I am entitled to a payment into XXXXXXXXXXXX of $58,000 CAD protected by a contract with a third party on Mar. 24, 2020. TD approved the payment into my account initiated at a branch in Aurora, ON by the sender but then allowed the payment sender to report this transaction as Fraud. My account was then frozen by TD at 4630 Highway 7, Unionville, ON based on sender's false fraud report. TD bank must have been verifying the sender's details including photo ID, bank card, PIN and signature in order to have this transfer go through in the first place. TD broke their promise of verified PIN and other details and decided to freeze this exact amount of money in my *** account due to possible negligence of their employee.

TD discontinued my financial services in October 2019 for an undisclosed reason. It was stated that this was done as part of a 'periodic review'. When TD was questioned, I was told that they do not have to tell me why and 'too bad'. I have not done anything that would warrant a termination of services.

On Wed. Dec18th, at 6:45am, I deposited $130 into a TD Bank machine, like I had done so many times before. The result was not what I expected. The bank machine display said to me that "No money was detected." And that was it...no receipt, no explanation, nothing. Just walk away right? So, needless to say, I was perturbed. I needed to put money in my account in order to go online and pay my bill. So, I went home, and waited until 8am for the branch to open. When they opened, I went to the "Welcome" desk and asked the man working there to please get the manager. BTW I audio recorded the whole conversation for my own protection because these days people aren't too honest and one never knows what another might say later on. The young man got the manager and I explained to her what happened. With a quite callous response she informed me that an investigation would need to take place. Now, without going into details, the problem I had wasn't waiting a couple days for an investigation. The problem I had was the manner in which this manager addressed me. The manner in which this manager spoke to me. Am I the "Customer"? Is she the service industry? There is a real lack off personal understanding here and Im disgusted by that. After this manager brought me to the point of arguing and slightly raising my voice, which I never intended to do that morning, another employee came over very calmly and took over the conversation with me. This man is a "Financial Advisor", not a manager, but he set me at complete ease in seconds. He listened to me, repeat, he "listened" to me and showed me understanding to my situation. Then he put an investigation report in for me and advised me it would take a couple days for the result. I am not, nor was I ever too worried about $130. I just wanted a "Manager" to tell me its okay, we are sorry and we'll get you your money back asap. There seems to be "NO" accountability in the service industry anymore. It's very frustrating. The first thing the manager said was, its nothing to do with her branch of TD, its *** who are at fault. She took no, absolutely no accountability for this and that absolutely is not acceptable. Im not the only one who's had the manager just pawn them off like Im waisting they're time. Thanks

I had to deal with collection based in London Ontario. ***. They seized my accounts by surprise. I did not even know I owed that money.*** .

Honesty Is The Best Policy!

Back on Wednesday, November 27, 2019, I went into the branch located at: 1966 Yonge Street, Toronto, Ontario Canada M4S 1Z4 to make a deposit and while I was waiting to be served I took out my laptop because they offer Free Wifi service.

Anyway, when I left the branch I did Not realize right away that I accidentally left my laptop at the front counter.

Thankfully, they Not only called me at my home phone number to inform ME about my laptop that I left there, but I even remembered leaving it there within 30 minutes from leaving their branch and when I came back for it, Abby the teller had my laptop waiting for ME!

I want to personally Thank Abby for her Integrity and Honesty in holding on to my Laptop because it means so much to ME!

Thank you.

Sincerely yours,

Howard Paul S.
Loyal Toronto Dominion Banking Customer

/HPS

My mother was a TD customer. She passed away over a year ago (August 2018). A month later I went to the Main TD branch (in our city), provided a copy of her probated will and all other documents that were requested. Subsequently, all of her accounts were completely closed.

For the past year (since her death), TD Canada Trust continues to send confidential account information addressed to her - to the seniors' home where she used to live. Her mail is being received by total strangers! This is very upsetting to residents of the seniors' home and very distressing to our family members.

I have asked TD Canada Trust to stop sending her mail, many times, over the past year, however they continue to send her mail on a regular basis. I have made complaints at the Main Branch (3 times) directly to the manager. I have made complaints to TD Customer Service (over 25 times) during the past year. I'm constantly told "they will look into the matter" and "get back to me". They never do! They still continue to send information regarding a deceased person's accounts - to strangers. I have even requested help from their Office of the Ombudsman.

This is clearly a violation and breach of the TD Canada Trust privacy code, however we have been informed (by Customer Service) that they no longer have a Privacy Officer to deal with privacy concerns.

I spent two hours on the phone with a wonderful woman from the TD Credit Card department who helped me apply for a TD US Dollar Visa card. She contacted an individual above her (either a supervisor or management) to see if the annual fee for the card ($39) could be waived. She got confirmation from that supervisor or management to waive the fee inspite of the fact that I did not have a borderless account. There is no reason for me to have a borderless account because my cross-border banking is extremely more useful and that was the reason for the fee waiver. Unfortunately, the call was disconnected right before the final steps of the application. I called again, another individual helped me finish the application and then informed me that the other individual was wrong and could only offer the first year of fees to be waived. I then told this individual (***) to escalate the situation to whoever was higher in rank to look into this and resolve this. I was told that someone would be reviewing the entire call to confirm that I was promised an annual fee waiver and that they would call me on Wednesday to verify. That same night, maybe a few hours after my call with ***, another individual called me to tell me again that it was not going to be waived and that she could also only offer the one year of waived fees. It is extremely *** to tell me that I was misinformed by one individual (who got confirmation) and then directly *** to me by saying the call would be reviewed in order to confirm and make changes based on that. It is clear to me that they neglected to take the effort to look at the call log and make decisions based on that, after promising me that it would be looked into further. I have wasted over 3 hours trying to get this situation resolved, to no avail. That same individual hung up after I finished explaining my situation which is extremely ***. I do not appreciate the fact that I was told the call would be reviewed, to then waste 15 minutes on the phone after nothing was actually reviewed. The business practices that took place during this situation are awful. I also don't appreciate the fact that they deemed it necessary to "coach" the first individual I spoke to since she was the only sincere and helpful person who spent 2 hours helping me.

Have never had better service than provided by TD private banking Calgary. Thank you Stephen E.

I paid over $5000 to a collection company back in MAY, for TD to never have taken the payment off of my credit score. *** I want this rectified immediately as it's damaging my credit for something I PAID. I have the release letter from Collections to prove it.
Product_Or_Service: Payment

Dear Sirs and Madam,

Re: Substandard Customer Care at TD Canada Trust, 689 Evans Ave, Etobicoke

I have been banking at the TD Bank since 1961. Unfortunately, I have experienced substandard customer care and I am requesting some immediate assistance.
Here are some facts,

March 28th, 2019 met with Mr. *** at TDCanada Trust 689 Evans Avenue Branch. Etobicoke, Ontario.
He suggested I transfer my holdings into a TD Wealth Management account.
On April 1st,2019, I decided that I did not want to go this route and I wanted my holdings to stay in the existing RRSP and non RRSP mutual fund accounts. In short, I cancelled the transfer.
I promptly faxed and handed Mr. a letter in person at the branch informing him of my decision to halt all transfers etc. and to leave my mutual accounts as they were. (ie Status Quo, no changes).
I contacted Mr.. *** since I had not heard from him, acknowledging my request to cancel.
He went on the defensive saying "why did I change my mind, what is the reason"? I said no reason in particular, I just want my holdings to stay as they are.
He was argumentative and he tried to persuade me to transfer my funds.. I said no, I want my holding as they were. No changes.
When I asked for all my original documents back, he answered "you are in business" you should know that we have to keep all originals. I was shocked.
Now,TD has in its possession all my original signed documentations, a transfer from *** Bank and my I.D.
I want these original documents promptly returned to me as these documents contain very personal details. ***
I asked him why it would take so long for the transfer, and he said it's "like stopping a running train".
It took only two days for opening the TDW account, why would it take so long to stop and reverse my funds to its original? He also said the letter that I prepared,(which was at his request), was not valid and the back office would not accept same.
If this gentleman is a qualified financial planner, he should have known about "next steps" and advise that another LOD (letter of direction) would need to be drafted He did not tell me this. And, he just kept wasting time along with the branch manager. ***.
April 4th, 2019 Spoke to Mr. Branch Manager, and he said to me that accounts would be transferred as they were originally, no changes whatsoever.
To date, the issue has yet to be resolved (April 15th ,2019).
I have been banking with TD since 1961.
This should never have happened. At the end of the day, a customer must be made comfortable in financial planning. Your staff failed me miserably.
A banking official should not be argumentative, stating that Mr. *** had spent 1 hour with paperwork etc. and implying that I had wasted his time?
In conclusion, this incident has caused me much anxiety and stress ***. Moreover, we are currently reviewing our investments and are planning to divest ourselves of any relationship with TD Canada Trust.
Please advise this branch that I wish all signed and original documents returned to me.
Please investigate reasons for the delay in returning my funds.
***. And, I want assurances that other seniors will not be treated badly.

Sincerely,

Mrs. ***
*** Drive
Etobicoke, ON

Good morning,

My name is ***. We signed the agreement with TD mortgage advisor *** from *** TD branch on Oct 24. We chose P-0.92 3 years variable rate. On the agreement, it shows we need to pay $1643.36 biweekly. The 1st payment will be charged on Nov 15.

But we saw from TD online banking, the amount shows $1696.91. That means we need to pay $107 more every month. I metioned this issue to *** at the beginning of the month. And she reported to her manager. A few days later, I was told they were still waiting for the response from funding department, and her manager was on vacation now, will be back next week. So I got the branch manager *** email, and wrote a email to *** on Nov 8. It is been almost 2 weeks, the issue still wasnot solved. We were told we need to prepare to pay more amount. But we want the amount is changed back to $1643.36 according to the agreement.

We already have too much stress on our big mortgage, we don't want to pay more than $1643.36 biweekly. I and my husband rushed to sign the agreement on Oct 24 before the Prime increased. Because we were told the payment amount we need to pay biweekly will be calculated according to the rate of agreement date, Oct 24. At that time, the rate was 2.83(3.75-0.92). *** and her manager already confirmed this with back office before they said to us. Also, after I emailed to *** they also confirmed from another support team. All of them agreed that the payment should be followed the agreement. Only funding department could not change back the amount for us. It was been almost 2 weeks we mentioned this issue. Our 1st payment day will be tomorrow. I hope customer service can help us about this.

Thanks

I took out a Mortgage with TD Canada Trust two years ago at a good rate. The mortgage is "reaching maturity" and the interest rates have gone up considerably since then. I am also now a student and cannot afford to pay a substantially higher interest rate.
TD said that if I do not agree to a higher mortgage rate before December 1st, then another much higher rate will automatically apply. ***

I have applied for a rate exception to be able to continue with my current mortgage rate, since I am not in a position to afford higher payments. These were refused, and the employees who dealt with me were all very dismissive. ***. Further, there was no reasonable explanation offered as to why the exemption was rejected, other than "this interest rate is not on the market".***

TD bank is using ***, *** measures to lure people in with a low rate, then pressure people into accepting high mortgage rates beyond their means at maturity when they are already locked into a mortgage arrangement, ***. ***. I live off of a student loan. $300 per month more would impact my life drastically and negatively. ***. Even if I had a good job-- the impacts would negatively and severely impact anyone, regardless of their situation.
Product_Or_Service: Mortgage

Street Apartment ***
Toronto, Ontario Canada ***

Monday, November 12, 2018

c/o Mr. Bharat M., Chief Executive Officer
And/Or V.I.P. Corporate Executive
TD BANK GROUP AND/OR THE TORONTO DOMINION BANK
79 Wellington Street West
Toronto, Ontario Canada M5J 2Z9
XXX-XXX-XXXX & XXX-XXX-XXXX & Fax: XXX-XXX-XXXX
& Fax: XXX-XXX-XXXX & Fax: XXX-XXX-XXXX & Fax: XXX-XXX-XXXX & Fax: XXX-XXX-XXXX & Fax: XXX-XXX-XXXX
& Fax: XXX-XXX-XXXX

Regarding: Very Serious Complaint

Dear Mr. Bharat M. and/or TD Bank Group And/Or The Toronto Dominion Bank Executive:

Good Morning or Good Afternoon to You!

How is your day today in sunny Toronto, Ontario Canada and/or wherever else You are in the World?

My day is going fine, thank you, except due to the Fact that I Just Opened Up Two (2) Brand New Bank Accounts Consisting Of A Savings Account And A US Account And Am Very Disappointed Due To The Fact That Your Bank Never Offered ME Any Incentive For Opening Up Brand New Accounts That I Have Never Had Before In My Life!

I have Never Heard Of A Major Bank Not Offering Anything To Their Customers For Opening Up Brand New Accounts!

When I asked the In-Store Banking Representative What The Incentive Was For Opening Up Brand New Accounts, He Told Me That They Have These Incentives Offered To Their Customers Periodically, but just Not Right Now!

Well For Your Information: I live half the time in the United States and the banks there Offer Their Incentives *** And These Incentives Are Offered Year Round.

I just Can Not Believe That A Billion Dollar Bank Such As Yours Can Not Afford To Offer Me A Fair Incentive For Opening Up These Bank Accounts!
***

Please Note: Furthermore, I must also Let You Know That About One (1) To Two (2) Years Ago, I Was Previously Given The Wrong Bank Account To Open Up At That Time (At That Same Branch) Which Is Located At: 580 Sheppard Avenue West, Toronto, Ontario Canada M3H 2S1 (XXX) XXX-XXXX and Nobody At That Time Mentioned To ME, Nor Offered ME The Opportunity To Know About The Savings Account And The US Account That Allows You To Have No Minimum Balance And The Fact That You Can Avoid Paying Any Fees Provided That You Only Make No More Than One (1) Withdrawal Per Month And No More!

Had I Known and/or Been Made Aware Of These Two (2) Particular TD Bank Accounts At That Time, Then I Would Have Already Grabbed Them, but Sadly, Your In-House Customer Service Bank Representative At That Time Either Did Not Care To Tell Me So and/or Did Not Have The Knowledge To Pass IT On To Me So That I Could Have Made A Better Decision As To What Kind Of TD Bank Accounts That I Actually Needed Rather Than Taking One (1) At That Time*** Was Eventually Closed Due To Non-Activity And I Wonder Why?

Moving Right Along: During my Very Recent Experience At Your Branch With Opening Up The Two (2) Bank Accounts As Mentioned Above, Your Male In-House Banking Representative Did Not Even Bother To Take The Time Out Of His Day To Help ME Create/Establish/Make My Online Profile In Any Matter, Shape Or Form!

Sadly, I had to do it Outside Of The Branch With Another One (1) Of Your Customer Service Representatives Over The Phone And That Took Over (1) Hour To Get Done.

I just do Not Understand What Your In-House Banking Representatives Are There To Do For Your TD Customers If I Was Refused The Help To Create A First (1st) Time Online Profile For My Brand New Bank Accounts!

This Is Supposed To Be A Part Of Their Job!

Obviously!
***

Overall, I am Not Happy With The Service That I Had Recently Received From The Branch That I Had Very Recently Visited And I Am Certainly Owed Much, Much Better!

Please NOTE: At The Very Least, As A Brand New TD Customer, I Deserve To Receive Proper And Appropriate Incentives For Opening Up These Two (2) Brand New Bank Accounts That I Never Had Before In My Life And Deserve An Apology Letter As Well For The Lack Of Proper, Attentive Customer Service In Which I Did Not Receive, Overall From That Branch, Period!

If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call ME on my cellular phone number at: (XXX) XXX-XXXX.

You may also contact ME directly on my mother's landline home telephone number out in Toronto, Ontario Canada at:
(XXX) XXX-XXXX.

You may also email ME back at: ***@yahoo.com or ***@gmail.com.

I am more than looking forward to hearing back from You with a Positive Response some time in the very near future.

Thank you.

Sincerely yours,

Howard Paul S.
Angry and Upset Brand New TD Bank Group And/Or The Toronto Dominion Bank Customer

/HPS

I applied for a TD Canada Trust Visa card in April 2018, I originally applied for the Aeroplan Visa card and I was told originally by the agent who assisted me in the branch that I could get this card but last minute they declined me and instead pushed me onto another card, a Visa Platinum Travel card with a $1500 deposit (hold) on those funds. I was told by the person at the Broadview Ave. branch in Toronto; *** that I could apply after 3 mos with good history and get the card switched and get my deposit money unheld. I did attempt to do go at the Bay/Bloor branch in Toronto by a woman name *** but she informed me that I was still declined to get that original card that I wanted and get my deposit released, at that time she instructed me do it again at 6 mos and there should be a problem. Now, being at the 6 mos mark in October I went into the same branch and Bay/Bloor and was assisted by *** who performed a hard credit check without my authorization, I also provided them with letters of employment confirming my income and my 2017 notice of assessment from the Canada Revenue Agency. *** did attempt to get help from her manager, *** at the Bay/Bloor branch at 77 Bloor St. W but was still unsuccessful in getting me the card I originally asked for and to release my deposit. As a result of the gross negligence, misinformation and misrepresentation of their products and without my knowledge of this hard credit check, my credit score has decreased significantly. For this reason I am disputing this credit check performed by TD Canada Trust on October 12th, 2018. Given the reasons outlined above I would like this check removed from my bureau and my score readjusted and to be given the card I was originally promised and have my money release from being held. I can provide email communications between TD Canada Trust and myself. It should be noted that my credit bureau is entirely clean with no negative remarks of any kind, with the exception NOW of the one that TD Canada Trust has caused with their unauthorized credit check.

Durning 2016 I switched banks and *** forgot about a few automatic debt withdrawals.
Td bank allowed my account to incur over $1200 in nsf fees. When I noticed this was happening to my account I went into my branch here in *** transit number ***. The branch manager refused to talk to me. Not only me but the td service rep at the counter was trying to get some of the nsf fees removed she asked the branch manager and she *** refused. *** I paid the balance in full. I asked for the account to be closed and the teller closed it. However a month later I checked my credit score and noticed td was reporting my account as unpaid. I called the branch and they informed me this will be corrected. A letter was even sent to me saying the account was paid now 2018 and the account is still showing a unpaid account I'm seeking a reimbursement for the *** unnecessary amount of nsf fees I was charged and a removal of the account from the credit bureaus as *** the accounts are paid.

Its regarding my TD Bank small business chequing account.
There is some company called DOMINION PREM MSP, applying withdrawals from my account since May 2018.
1) May 07 2018 Three withdrawals were done, each one in the amount of $91.02
2) May 28 2018 One withdrawal of $91.02
3) June 27 2018 One withdrawal of 91.02

So I went to the Bank on June 08 2018 to resolve the issue and a financial advisor named *** started the fraud investigation. On the same day I withdrawed all the remaining funds from account leaving only $61.52 behind to be charged the regular monthly fees. However the bank still allowed the withdrawal on June 27 2018 by overdraft function which I'm not even subscribed to have that overdraft protection service. Also charged my account NSF FEE $5 and overdraft interest $0.10.
I went to the bank on July 24 2018 to have another meeting and I asked how the thieves were allowed withdrawal again on June 27 2018 when I dont even have enough funds and the manager financial services named *** gave explanation that it was allowed because the bank didn't want to cause any problems in a relationship between I and the company (thats stealing the money).
At the end I feel my money is not safe or secure with TD Bank and I feel helpless by their comments that I may have allowed the company to withdrawal which I did not.
Finally they told me there is nothing that they can do and offered me to accept two payments to be reimbursed as being a client with them for soo long and close current account and open a new account. However I decided to keep the account as is for now til it settles with full refund but I believe that withdrawal might happen again by end of this month like a last month.

I paid off all debts attributed to all of these numbers 2 years ago . Now I get a collection report. ***everything was paid up !

I had to switch banks because of a special circumstance. I had no problems with my other bank and will miss them dearly. So I signed up online for an account, everything was fine I transferred money from my other bank. I was waiting for my card in the mail. I got the card but no pin. Nothing stated I had to go into branch for anything so I thought id wait. The next day I try to make a payment in my account and it said my account is blocked... I thought weird, I haven't done anything really to have a block on it. Just one transfer, pre auth payment, and my pay check that they deposited even though there was a block on the account. Long story short, In total i've been on hold ruffly around 4 hours and about to go in for my third visit into the branch, were again ill have to wait on hold and you wait on hold for at least 30 min before they go and transfer you again.. no on seems to know what they are doing and the call center reps *** they don't even listen to you or apologize for any of the inconvenience. I live out of town where a TD branch is not available. I've wasted time and gas to do something that should have been done the first time in the branch and only taken 5 minutes. Now I have a bounced payment that they are saying they are probably not liable to pay the return fee, and all my money is held until I get into the branch to confirm my identity for the THIRD TIME!. I just cant believe the hassle ive had to go through and the *** people ive had to deal with for a first time customer. I even told one of the reps on the phone that ill probably just cancel this account once I can get my money out. And all he had to say to that was ok thats fine, do what you want.... ARE YOU SERIOUS??? I called complaints line... and I get the fraud department again. The girl answered and was starting to bark at me what to do. I told her to stop and actually listen to me.. I called for the complaints department.. not you, can you please transfer me.. she said no. So I started to get very upset at this time she finally put a manager on the phone and she explained that since there an alert on my account all phone calls gets transferred to that line. ***! how come I cant just call who I want to call?? I dont know but this has been a very horrible experience for me and really debating pulling out everything since they dont care about their clients.