TD Canada Trust

I have mixed feelings about TD Canada Trust. On the one hand, their telephone customer service is pretty legit. Those people are unbelievably friendly, and helpful. On the other hand, this specific branch has proven to be more of a nuisance than help. Every experience results in me walking out frustrated. I know for a fact that they’re telling me incorrect information, but because they can’t be bothered to verify their incorrect information, I’m left with no choice other than to solve my issues by my lonesome.
[] Nuisance 1 [] I needed to be added to my wife’s account. The simple solution would have been to, you know, add me to my wife’s account. The bank… person (banker?) decides instead to close my wife’s account and open a brand new one in both of our names. Now the only reason I could see how that would be a better option is if there was some kind of incentive for her to open a new account, but that’s the cynic in me coming through. We ended up spending the next few weeks dealing with incorrect bank account numbers, Interac cards that wouldn’t work, etc. in our attempt to access the money in this unnecessary new account. We were even informed by the phone service representative (after the fact, of course) that the lady shouldn’t have opened a new account, and that it was in fact possible to simply add me to my wife’s original account.
[] Nuisance 2 [] We attempted to move a fairly sizable amount of money from our TD Canada Trust Cross-​Border Banking account to a TD Bank account in the U.S. They lost the money. Honest to goodness, sent the money to an incorrect account and only realized it when I pointed out a week later that the money had left our Canadian account and had not arrived in our American account. A customer should never hear the words «I have never seen anything like this happen before» from a bank representative when you’re trying to find out what happened to several thousands of your dollars. We got it back eventually, but we didn’t even get an apology when I complained about what happened.
[] Nuisance 3 [] We attempted to move more money and close our Borderless account a couple weeks ago. We walked in to this branch and were informed (incorrectly) that we’re supposed to contact the American side of TD and have them transfer the money, and then come back to this branch and close the account. This isn’t even remotely true. So our account is still open. And since we can’t close an account unless we’re physically present, it will stay open until the next time we’re in town.
It feels like we’re dealing with two separate banks: The bank that knows what’s happening when I call. And the bank that doesn’t know what’s happening when we show up at this location. Several kinds of dumb.

This here is a small sized branch… Its well staffed and the branch has been designed nicely and is very appealing to the eyes when driving by at night and in the morning. The service is good but this location doesn’t have lockers.

TD’s media team wants us to believe they’re the best out there for Canada. They say that banking can be comfortable (have you gone through the mortgage process?!?) and that they’re voted #1 customer service for years. Is that true? Actually, to some degree it is. There’s 3 TD banks conveniently close to my work and with how they’re run, you’d think they actually did their homework to figure out clientele volume!
This bank in particular is well staffed at the teller counter. I usually see at least 3 working constantly during lunch and I’ve even seen them pull another person in for 4 active stations when it gets a bit busy. The line ups are never longer than 2 people. The ATMs are my choice … it’s fast and I’m on there to get cash on the odd occasion. I’ve never had to line up as there is more than one here and most people these days know how to use an ATM thankfully.
The Financial Service Reps are all helpful and they’re willing to answer questions. It’s really to book an appointment here if you want to discuss something. There are varying degrees of expertise so make sure you specifiy what you want done ahead of time! Not all of them can do stocks, mutual funds, or big mortgage applications.
I’ve never had an issue with this particular bank and everyone is always pleasant. So maybe banking can be this comfortable?