TD CANADA TRUST 777 BAY STREET TORONTO DOES NOT VALUE CLIENTS

 

 

I have been a good client of TD Canada Trust and its predecessor financial institutions, Canada Trust and Waterloo Trust. I am very disappointed in how little value TD has for a customer for 40 years like me.

 

I am a retired community college professor and senior policy advisor. I am not wealthy, but I have an ample amount of assets with TD Canada Trust. However, I do not have a TD access card and pin because relatives who are in computer security (hospitals, government, corporations) have advised me that the way in which the access card is used by TD for FACE-TO-FACE transactions is not secure. Let me explain what happened.

 

My accounts were transferred to TD CANADA TRUST 777 BAY STREET TORONTO (COLLEGE PARK) after my branch was closed down. When I go to any TD Branch, I take my driver’s license, passport, and my savings account and checking account documentation. During the pandemic, the branch closest to me the TD CANADA TRUST 77 WELLESLEY STEET EAST HAS BEEN CLOSED; also the TD CANADA TRUST 777 BAY STREET TORONTO was also closed. I used the TD branch at Bay and Bloor until the TD CANADA TRUST 777 BAY STREET TORONTO reopened. I must tell you that I had no problems at either of the other two branches and found them to have care for their customers.

 

Since the TD CANADA TRUST 777 BAY STREET TORONTO is considerably closer, I have gone to TD CANADA TRUST 777 BAY STREET TORONTO twice in the last 5 weeks. Both times I was literally harassed about not having an access card and the staff have made it difficult for me to complete transactions with them. The last time, the assistant manager threatened to not complete my transactions despite my two pieces of ID and my accounts documentation. I was finally served when I said that I could transfer all my business to another bank.

 

As a result of this last event, I started the complaint process with TDs customer support. Customer Support had requested that the branch contact me and work out a solution. When the branch refused to did not contact me after 4 days. Customer Support encouraged me to move the complaint up to Customer Care, so I did. It has now been two weeks since my complaint process started. The Customer Care Manager notified me yesterday, that the branch manager refuses to make an “exception” to the pin number Policy and I assume that I will continue to be harassed at TD CANADA TRUST 777 BAY STREET TORONTO. The customer care manager encouraged me to go to the Next level TD CANADA TRUST OMBUDSMAN. The manager assured me that TD did not want to lose any client because of a pin number. However, I realized customer care could do nothing and I actually had to go up the chain to try to force the manager at the TD CANADA TRUST 777 BAY STREET TORONTO to learn what good customer service means.

 

I could simply change banks. I have already discussed it with other banks who would not require the use of a pin for me. However, my own background as a senior policy advisor partly involved client services and I am a firm believer that government, non-profits, and corporations would improve customer/client service if more individuals would stand up and insist that they be treated as valuable clients.

 

The strange thing about face to face transactions at the TD CANADA TRUST 777 BAY STREET TORONTO is that if an irate spouse, a needy friend, or a fraudster had somehow stolen your access pin, they could clean out your accounts at the branch because no ID is required. In fact, it is this practice of not requiring ID that has caused my computer security relatives to advise me that the access pin actually opens up more opportunity for fraud. The combination of an access pin plus ID would increase the security of TDs System.