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No one deserves to be put at an inconvenience for a service that they pay for. When I agreed to the terms of banking with TD I never expected so much hassle for assistance. I definitely was not prepared to deal with unpleasant staff. Only true patient people can handle being put through to so many different representatives until getting the answers they require.

I have recently been dealing with complications with my account to the point where I canceled my credit card because I no longer wanted to be associated with TD after my substandard customer service experience. Even though, TD claims, โ€œLegendary customer service is at the heart of TDโ€™s business strategy and a central part of our brand promise to customers.โ€ (The Ready Commitment, 2017) My initial response to my account being put on hold was to call Td phone line. I waited to get transferred for approximately an hour and a half until I finally got in touch with a representative, Ruyin Lu also known as Cindy which was unwilling to assist me. Lu did not provide me with me with any more information than I already knew and when I asked for her name she went silent, then hung up.

I filled a complaint to TD management Victor, he empathized with my situation and guaranteed that โ€œRuyin Lu would get back to me in 3 - 5 business days because that type of behavior is not tolerated.โ€ However, once the problem was put in the hands of hirer management I was told that TD only has one-way calls so Lu would be unable to apologize. This raises concern because TD alleges that, โ€œWe take your complaints seriously and are committed to helping resolve your complaint about TD or the service youโ€™ve received.โ€ (Customer care, 2018)

The next step I took was to go to TD branch on 10408 Hurontario St. Unit F1 where I was ensured by Emad Yaseen that I would be eligible for $300 overdraft protection. I was told on Sunday, July 29,2018, that the process would be updated on Monday, July 30, 2018, because the system cannot make any changes until their regular business days. When I went back on Monday, I was told that I would not be getting overdraft protection by Melanie Garcia, the manager of customer service. She included that, โ€œthe teller you spoke to provided you with inaccurate information.

The basic expectation when dealing with any employee is that they can deliver the service that you need. However, that standard is unfulfilled by TD. Sumar, located at 150 Sandalwood Pkwy E, made it clear that my situation was not a priority. Yet TD has contested that their employees are skilled in satisfying every client. โ€œ Our Customer Service professionals ensure that each and every person who walks through our doors gets the help and attention they deserve. (Customer Service, 2018)

In order to maintain the status of a credible source, an organization is responsible for distributing trustworthy information to the public. Therefore, words should be followed by actions. In multiple occurrences, I have been subjected to a runaround followed by incomplete and false answers.

Additionally TD is known for recording conversation for quality assurance purposes but does not permit customers to do the same. Karen of Senior Operations did not explain but said, โ€œ I will have to hang up the phone if you continue recording.โ€ After waiting an hour to speak to him.

Generally, TD takes double the time that they guarantee whether it is waiting on TD phone line to talk to a representative or receiving a call back by a representative. TD's staff needs to train employees adequately to provide quality customer service. Overall, conflicts are not solved with customers best interest.

Sources

Customer Care. (n.d.). Retrieved August 17, 2018, from https://www.td.com/to-our-customers/resolving-your-problems/comments.jsp

Customer Service. (2018, August 16). Retrieved from https://jobs.td.com/en-CA/job-opportunities/retail/customer-service/

The Ready Commitment โ€“ TD Canada Trust. (2018, August 17). Retrieved from https://www.td.com/corporate-responsibility/ready-commitment/

Reason of review: Poor customer service.

Monetary Loss: $1200.

Preferred solution: Price reduction.

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