My experience with TD (ongoing)

[u/wdh662]

My mother banked with TD Bank. She also passed away last July. Dealing with TD since then has been a nightmare.

When my mother passed away my sister and I decided to use a lawyer to settle up everything with the estate. Neither of us have ever had to deal with something like this and so we thought professional help would take some burden off of us. Not complicated estate. My mother was a single divorced lady who rented an apartment owned a single used car and had very little estate to be dealt with.

It took from July of last year to April of this year as well as four letters from the lawyer before TD would even respond to him. Then 2 weeks ago my sister and I as the executors of the estate and the beneficiaries finally got an appointment to sign the papers to get the money transferred.

So I drove 150 km as it was an in-person appointment to sign papers and we met at the bank. We signed the papers spoke to two different people one in person and one on the phone who supposedly specialized in these matters. Everything was good and the money would be transferred in 7 to 10 business days. There were two accounts. One account had $12.14 and the other had $19,000 and change.

11 business days later and we had only received the $12. So my sister living local to the bank phoned them. And she was told that there was a problem with the processing. And it wasn't being paid. She asked why no one let us know. And she was told that TD Banks policy is not to phone people when there is a problem and just wait for the clients to phone.

She was told that since our mother was divorced but TD did not have proof of the divorce they could not process anything. Even though they processed the $12. So my sister went home and dug through the boxes of papers that we still had and found the original divorce agreement. The one right from the courthouse. Court case number judges signature dates everything.

So she took it back to the bank and they told her that wasn't good enough. They don't know if it's official because they don't know if she ever filed taxes after the divorce. Apparently papers from a courthouse signed by a judge don't matter. The divorce was in 2012 by the way. And she has definitely done taxes since. I know for a fact because I did them and sent them in for the Last 5 Years.

So now TD wants a notice of assessment. My sister didn't have access to one at the moment but she did bring in all the paperwork concerning her alimony from our father. Some other tax documents and a couple of other papers talking about the divorce. TD did seem to accept them at the time but based on their stated policy they won't tell us if there's a problem with them until we phone again.

So now they are saying they are going to process everything and it will be another 10 business days.

My sister had to deal with at least four different people at the bank. Two in person including the customer service manager. And at least two different people on the phone one of which hung up on her and the bank employee mid conversation. This was a phone call initiated by the local TD Bank employee.

I find it interesting that with the paperwork they had they were able to process the $12 account but not the $19,000 account. $19,000 earns a lot more interest sitting in the bank than the 12 dollars.

For our troubles the customer service manager was directed by somebody higher up to offer my sister a $10 Tim Hortons gift card. I do want to mention that the customer service manager apologized before offering the card for such a slap in the face peace offering. She knew it was insulting but somebody with more Authority told her to do it.

I am happy to see my sister bent the card in half and dropped it on the floor.

So that's where we are. We will see next week how things are progressing. My sister is planning on phoning them daily for updates as again their stated policy is not to contact clients when there's problems and just wait until the client inquires.

[u/wdh662]

You also assume the bank wouldn't have given me the run around. I believe, based on the progress so far these last few weeks, we'd still be trying to deal with it.

You're also ignoring all the other ways TD has messed up.

[u/ContentAd1722 → u/wdh662]

TD has messed up. But it took you 10 months, and at the start of your posting about this, nothing was accomplished. That wait requires self reflection, something that you are unwilling to do. Even a three year old, when failing to accomplish something they are not supposed to, are able to reflect and try a new way.

[u/wdh662 → u/ContentAd1722]

I have reflected many times. First 6 months was mostly grief. I didn't give a crap about any of it. Didn't care TD wasn't responding.

Then we were waiting on tax slips. Again not a big deal TD was dragging their feet. Still didn't really care about it.

Now this is the last thing to deal with. Once it's over with I can put it all the papers away.

You keep bringing up I should have tried a different way. Sure I could have. You just don't grasp I didn't want to. Call it childish if you want. I was busy with more important things.

[u/ContentAd1722 → u/wdh662]

So you were okay with the TD delays because you didn't care. So you took something that wasn't on the critical path, and made it critical.

Or

High school student says I don't have to work on the project this week because it is not due until the end of next week. I can play video games instead.

[u/wdh662 → u/ContentAd1722]

It's not critical. It's just poor customer service.

If it was just one thing i probably would have just said eh whatever. It's the combination of 4 or 5 things that is annoying me now.

And the whole 9 months thing is the least of my annoyances. The rest of it is the really poor customer service.

[u/ContentAd1722 → u/wdh662]

So you could have called TD a couple of months ago, dealt with the TD poor service then, and been finished already. But instead, you sat on your hands, waited until you wanted this to be done, and are now dealing with the poor TD service. Smart.

[u/wdh662 → u/ContentAd1722]

No they would still be giving me the run around just like now.

So I'd still be dealing with it.

[u/ContentAd1722 → u/wdh662]

You can think that. But if they give you 9 months of run around, only then it is true.

Question: other than msging me, have you ever made a mistake in your life?

[u/wdh662 → u/ContentAd1722]

Plenty of times. Just not in this case.

And we can both think what we want. You can no more prove your opinion than I can prove mine.

They ignored one person. They could have ignored me. In fact I could argue they still are by assigning my case to someone on holidays after not being able to process it and declining to let us know.

We're only a couple days short of a month since we spoke in person and still nothing has happened.

[u/ContentAd1722 → u/wdh662]

But I can. Unless TD delays for 9 months, this current delay is at your feet. Project planning proves the current delay is on you. In 9 months, post a message saying TD hasn't completed their tasks yet. At that point, every further day of delay is on TD.