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Retired to the Philippines, July 30, 2018. Prior to leaving Windsor, Ontario, I went to a TD, branch and asked a Customer Service Rep to put a note on my database, informing TD that I would be transferring money from my TD, Savings account, to the Philippines. The Service Rep told me she had noted this on her computer.

Landed in the Philippines and bought new Smart phone with a Philippine, phone number. I submitted the new phone number by phone from the Philippines, to a TD representative, which they assured me they had put on my file. Subsequent check-ups showed TD had my correct Philippine, phone number on file.

I tried to log into my TD, Water-House/Direct Investing, account to transfer money to the Philippines and the Two-Step, verification code, would not come through to my Philippines, Smart phone number, so I could access my online account. In Essence, I WAS LOCKED OUT OF MY ACCOUNT.

This situation continued for a period of 5 Months. I made numerous expensive phone calls and sent many emails to TD regarding their inability to get a Two-Step, verification code, through to my phone, so I could log into my online Web Broker and Easy Web accounts.

I implemented the recommended, 3 Step, TD, Complaint process but to no avail. I finally had to email the TD, Ombudsman, the last resort open to a customer before anything improved.

During the 5 months of trying to resolve this issue with TD, I had received successful, Two-Step, verification codes, from Transfer-Wise, PayPal an Google, the first time each of these entities tried sending me a code to login to their service, However, the IT Department of the second largest, Canadian, bank, by market capitalization, was unable to rectify this issue for 5 Months.

During the 5 months, I had to endure non-returned emails and non-returned phone calls. One Supervisor informed me I had no problem with trading issues because I could still phone in my trades, ignoring the fact that the Philippines is 12 hours ahead of Eastern Standard Time and the cost of making International phone calls. My cell phone provider was charging me International rates, for any calls I made to TD.

One IT representative gave me a *** and bull story of how my Philippine, cell phone provider, was blocking my International calls on purpose. Still another representative had the nerve to question why I was threatening to transfer my accounts to another bank, even after I had informed her of the problems I was having with the TD, IT Department.

The Toronto dominion bank, needs to listen to their recorded phone calls to Customer Service more often. They need to hold their Supervisors and initial, phone contact reps, accountable for their words and actions and sometimes inaction. They need to hire and hold onto competent IT people who can figure out how to fix problems so customers do not have experience the frustration of going the 3-Step, Complaint process and the using Ombudsman procedure.

I can not recommend using the TD bank. When I return to Canada, I will be closing all my accounts with TD and going elsewhere.

Reason of review: As described.

Preferred solution: An official written letter from the President of the Toronto Dominion Bank, so I know s/he is aware of what happened and what needs to be done to correct similar issues in the future. .

Td Canada Trust Cons: Poor customer service from it department.

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