TD Canada Trust Bank

OK… so indulge me one line (ok, paragraph) of rant. Especially if it saves you from making the same mistake we made. We have tried, oh, how we have tried to work with TD Canada Trust as our bank but frankly, they are a classic example of what happens when institutions simply become too large, too large to care. Thank you Vancity for remembering there are people attached to those numbers on the page… the difference in customer service between TD and Vancity could not be more diametrically opposed. After several weeks of attempting to discharge our mortgage, TD has failed on every conceivable level. Sure, let’s give the front line staff kudos for a job well done, great people. But remember they are at the ‘retail’ level, where they are there to sell you something. Get got up in the morass of bureaucracy that is their mortgage department and be afraid, be very, very afraid.

I’m going out of my way to write a review for a banking branch, which I never have, but I felt compelled to given the excellent customer service I received. I came here in a bind, and was greeted with professional, helpful and quick customer service.
You know the times you go to the «Help & Advice» counter at a bank, only to be told that you need to go stand in line — not here! The lady who attended me was awesome!
I needed a money order for a Brazilian visa submission, but had forgotten my wallet home; however, had my passport on me. I explained my situation to the lady at the counter (wish I had noted your name), who was quick to lay out my options and escalate the issue to her manager to see if she could help me out. She really went out of her way, and I was quite impressed by how quickly they were able to help me out.
One of those times that made me happy that I bank with TD :)

Long line. Moved fast. Got my money. No complaints.

I do not come here often, so take my review for what it’s worth.
I had a special banking quandary that brought me to this location. The lady who waited on me was super friendly and really went out of her way to help. I was thoroughly impressed and appreciated that she went above and beyond to help me.
Many large corporations and organizations in this city act as if they don’t need business from every day people. I am so pleased that this was not the case here. There was no wait and the service was awesome.

This is the closest branch to my place and I come here when ever I run out of cash — so, fairly regularly.
There’s a reason that TD is known for their high customer service standards. They are always incredibly helpful, knowledgeable and professional. Even to the homeless, those with severe mental issues, and those recent immigrants with obvious ESL problems, they never create a scene and make an effort to treat the poorest customer with the same high level of service as the richest.
My main complaint about this branch is that they have adapted the branch-​specific policy to not accept post-​dated cheques. I understand that most larger branches have this policy in place, but seriously, it’s a pain in the a**. And worst of all, TD doesn’t have a database listing the branches that do accept these types of cheques and the ones that don’t. So you end up calling branches all over trying to figure out who will accept your cheques and who won’t. With a bank as large as TD, and with a form of payment as widely used as post-​dated cheques, they need to stick to a policy or come up with a more efficient way to provide for the post-​dated cheque needs of customers.
Rant over.
Also, yay for so many ATMs in a row. And they never seem to be out of service or short of cash.

This is the TD branch that my family goes to for our financial needs. It’s a pretty large branch and offers a whole suite of financial products. For the most part it’s easy to make appointments with advisers and pretty quick to see a teller since there as quite a few of them. The tellers have always been very nice to us, I guess they know us by face now.
I’ve had mixed experiences with the advisers though. I had some issues with my credit card and had to go see an adviser who was extremely informative, helpful and courteous. She even called me to follow-​up! However, another time, an adviser left me in the middle to go attend to another client, even though he knew that I was in a rush. I ended up leaving midway through our session because of the time constraint. There was another instance, when I had made a mistake, which is rather glaring in hindsight, while filing out a document and an adviser double checked my form before processing it without catching the error. As a result, I ended up losing some money. I understand that I made the mistake in the first place, but the adviser should have caught it, since he is the ‘expert’. The error wasn’t even caught until I followed up a while after. I wasn’t too happy with the way the branch staff handled that situation.
The staff does act superior at times. It’s a big branch so my mixed experiences could be a lot worse.