TD Canada Trust Branch and ATM 3140 Dufferin Street North York

We went to renew our mortgage with Sara Tayebi. Worst mortgage specialist ever. She did not provide any support, did not ask any information to understand our case and provided incorrect information about retail mortgage. Feeling pressure with her unique renewal rates (no variable offered) even though we have been a loyal TD customer for 20 years. Zero customer service.

Recently, Madeline assisted me with issuing a new card and setting up a new PIN. TD is my secondary bank, and I truly appreciate the outstanding support she provided throughout the process. It was a smooth and positive experience—thank you, Madeline!

I came in trying to replace my card after losing my wallet—already stressed, already doing everything right. I brought my passport, gave them the text verification code they asked for, and clearly explained the situation. You’d think that would earn me a little help or at least basic human empathy. Nope. Still needed TWO PHOTO IDs when I didn’t have any due to lost wallet. No card. No real help. Just vague shrugs. I even went to Service Ontario and I was given two temporary government-issued IDs form. The lovely woman said this should absolutely work for your bank. Came back with those in hand, ready to try again. Still no help. Not even an attempt to call loss prevention. Just more “meh”. No real solutions, leaving me with no access to my bank account! Meanwhile in the same day, a different branch had loss prevention on the phone in minutes. Verified me. Issued my new card. So clearly, it’s not a matter of policy—it’s a matter of effort. Or, in this case, the complete lack of it.

I have been trying to reach the bank from overseas as that is where I am at this time, but it is so difficult to find any help. I asked in the email for the bank to do a Zoom or other video call to verify and discuss my child’s education RESP money retrieval as my child is starting university. They give collect number (which only works using payphone that are obsolete now) or a local App to download which only works within Canada. Is there any professional body there that can help sort this issue out as I can’t call long distance. How do I get my money from RESP to pay for university that’s in the UK?

My recent visit to TD Bank was disappointing. Upon entering, the security guard was glued to his cell phone for about ten minutes before he finally got up to check the thermostat—not that it made a difference, as the temperature felt like 90 degrees. Overall, the lack of attention to customer comfort and service left me feeling frustrated. I hope to see improvements in the future.