EDIT: Just realized that I didn’t send cause there is a character limit :T

So they didn’t get a few paragraphs at the end…

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A letter I just wrote to TD Canada Trust…

And…I just wanted to get this out there, just incase it goes unread at TD. High chance of that happening cause my issue isn’t as big as the ones that are reported on site…but a girls gotta try…

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This isn’t an G.I but there didn’t seem another place that best suited my issue.

I just visited my local branch (**** on November 13th 2009 just before 5:30pm), where my mother went to have a cheque deposited.

The incident that occurred was so infuriating that I could not let it by.

Just a little background. We have just sold off a business and came to deposit the cheque. My mother thought that because she is not in the business anymore, decided that she should not line up there, but instead went to the regular line.

When my mother proceeded to the teller, she greeted the teller. The teller apparently did not reply back. Just told her to “Swipe your Access card”
(on a few occasions that is the first thing that I hear from a teller, before they actually greet me. So though that is a recent development in the TD CS, it didn’t phase me.)

My mother proceeded to tell her that she didn’t have it but knew her account number, that this is what she has always done in the business line.

This is when the trouble started.

The teller starts mumbling something and rolled her eyes.
(I understand that it is a Friday, and after a long week work can get discouraging, but even still…)

My mother then told the teller that she didn’t appreciate the attitude, and asked for the cheque back.

The teller refused to release the cheque, with no proper explanation as to why. (I assume it was because of the amount that she didn’t want to release it back)

My mother demanded that she release it, got it back, and left because she was so upset with the teller. Except she figured she shouldn’t feel ’scared’ of the teller (as the teller tried to apparently make her feel) and marched right back in and went to the business line.

When she was called up to be served, the original teller came over to the business line, bent over the desk to write something in front of my mother, and handed it to the teller while eyeing my mother again.

My mother asked her (in a huff) why she was writing about her in such a way. I completely agreed in that case. I do feel that if she needed to say something she should have called the teller over to do it away from the client, especially if she knows that she has upset the client.

Never in my life have I experienced such blatant rudeness from TD Canada Trust tellers, and this is a branch I have been attending for nearly 15 years. Perhaps she is new to the Customer Service game but that is in NO way, a way to treat a customer.

I arrived shortly after this, and immediate knew something was wrong, cause I spotted the teller gesturing to herself towards my mothers direction, and when I got closer heard her muttering. Once I stood beside my mother, I noticed that she was clearly glaring at us. When she saw me looking back at her quizzically, she mouthed “WHAT” and kept doing what she was going as she continued to glare.

Obviously no one likes to be ‘put in their place’ by someone especially when I don’t know what is going on. And at this point I STILL did not know what had happened. Instead I called across and asked her to ‘Stop Glaring at us, and looking over in this location’. I was clear in my instructions, and instead I was met with ‘What?! I can’t hear you.’

This was ridiculous.

Finally I’m not sure if this was actual procedure, (though for the sake of TD Canada I do hope it is) I was then told by the new teller that we would not be able to access ANY of the amount stated in the cheque. That though it was stamped Certified, that banks no longer recognized that. Basically after the whole situation, it made my mother, a woman who has worked hard all her life to keep her family afloat, like a thief. As if this cheque was fake, and she was trying to scam the bank.

She left feeling dirty, and frustrated as she tried to get over it.

Not once, during this entire time, did the teller, first or the second apologize.

This encounter alone, worked to negate all previous great experiences because of its severity. And in the back of my mind (not a threat I assure you) I can’t help but think about other options for banking. I have enjoyed the experience that I have gotten in my own years at TD. From issues with an individual fraudulently accessing my card numbers and trying to withdraw money from it (which TD handled well), and from all the questions I have had in the past, answered in clear accurate ways.

But this…Where was the Manager on floor in all of this?

What I wrote will probably go to waste with all the other more important issues that are reported on the website, but I had to try. I had to try and smooth this out, so I can, we can, continue to remain happy clients with TD.

Thank you for reading.

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I wish I could have photographed the teller glaring at us. It was unbelievable upsetting. Its one of those glares, that had you been in highschool, anyone would have started a fight right then and there.

It was one of those glares, where had I not been a civilized individual, would have jumped the counter and given her a good earful about her attitude problem.

I don’t know guys…I really want to pull my accounts with them, and change over everyone to Scotia, CIBC or even President’s choice…

Then I come home, go through my twitter feed..and find that Pursebuzz had posted a link about another CS enounter from the States at ULTA!

PART 1 -  PART 2

Her writing the email to the DM made me think of writing an email to TD…and that is what you read up there.

The customer is already right, we deliver a service, you have to do what you can to do them right.

And yes, there are exceptions…but unless you want to keep your job…no. There isn’t.

My mother isn’t a 100% fluent English speaker, and when she gets upset, obviously her English becomes much more fractured. And it was just so heartbreaking for me to see her try and explain her frustration to them…them…those who had no apologetic voice in them. And it just became more stressful for her seeing as the second teller just ignored everything and tried to just do business as usual.

Sigh…At times like these, I wish things were all run by robots.

:T

ps I will select winners tomorrow in the evening. Gotta find the brushes in the mess of a cave called my room :(