Personal Finance

Contacting TD during Pandemic

  • Last Updated:
  • Feb 13th, 2021 9:56 am
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Deal Guru
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Sep 21, 2007
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zod wrote: What kind of stuff can you do online at Simplii/Tangerine that you can't do at TD? I know Tangerine allows EFT's to any Canadian bank account. I always thought that was cool.

I legit never seem to need to into a branch except to get US currency or renew a mortgage. I can do my investments (through DI) online, pay my bills online, etc.... I can move funds around online between all my accounts. There's very little in my day to day life that requires an in person visit. I guess I'm low maintenance. What does everyone else wish they (or other Canadian banks) would add to their online platforms?
sometimes it's just much faster to go into a branch than site on hold for 30 mins...
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Jan 21, 2018
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faken wrote: sometimes it's just much faster to go into a branch than site on hold for 30 mins...
Unfortunately if you need anything from TDDI, the branch agents have to call TDDI and sit on hold just as long as you would.
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Apr 5, 2016
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faken wrote: i got a hold of BMO on Monday.. It took me 3 HOURS on hold.. I called at 8:30 am Central time and got the call at 11:30 a.m.. I got through by saying i wanted to speak with an agent by pressing 0.
Might be faster to call the local branch even if it's temporary closed. They are converting the branches that are closed into call centre and the tellers and personal bankers are call centre staff. A lot of them are the ones who are now responding to online banking messages and leads,
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Apr 5, 2016
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Thrasher wrote: Good point, but how hard can it be for a company with the budget of TD Canada Trust, to be able in the course of 5 weeks hire IT people (or organize the ones already working for TD, staffing levels permitting) to make (even temporary) changes to their EasyWeb to give more power to customers over their finances?
Most of their IT had to support the government in pushing their programs like CEBA and payment deferral programs.
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Jul 29, 2013
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adamtheman wrote: Here's a trick to get through to TD instantly. Sign up for the TD waterhouse app on your phone and sign in to your account. Then phone them from within your app. It verifies you and puts you to the FRONT of the line. They pick up within 30 seconds every time. Not sure why or how this works but it does. Try it.
Lies! TD told us by email to do this but it didn't help.
Member
Jul 17, 2018
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scoper wrote: TD has overly relied on their branch-based business model for consumers when they should have invested more in their online/phone banking presence like Scotia did with Tangerine and CIBC did with Simplii. Now they are paying the price.
Are they really paying the price though? How are the other Big 5 banks doing in terms of phone response time?I tried calling Tangerine to ask a question and had to give up after an hour. There are no physical branches to go to. While frustrating it's not that big of a deal since that's what I signed up for.
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Dec 13, 2015
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Is there a way to call TD Direct Investing from within the TD App?
An advsiro suggested it to me as a faster way to connect to a customer service rep, but I can't see a way to do it from within the app?
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Dec 1, 2007
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breezy11 wrote: Is there a way to call TD Direct Investing from within the TD App?
An advsiro suggested it to me as a faster way to connect to a customer service rep, but I can't see a way to do it from within the app?
Yes, once you log into your account, click on contact us, then at the bottom of hte list choose "Call us" and then select TD Direct investing on the next list. I got through really quickly and you will be automatically authenticated as well which is a nice bonus.
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Jan 21, 2018
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Attempt to access TD via online app:
"Something went wrong on our end and we're working hard to fix it. For help, please call us toll-free..." yeah, right

Attempt to call TD credit card number to report lost or stolen card (to report a previously missing card that showed up in the mail today 10 weeks late!):
First try: 5 minutes of working through prompts, then *click*, call disconnects
2nd try: another 5 minutes of working through prompts, then "We are currently experiencing difficulties, call again later"

TD is beyond pathetic.
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Mar 10, 2018
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Scote64 wrote: Attempt to access TD via online app:
"Something went wrong on our end and we're working hard to fix it. For help, please call us toll-free..." yeah, right

Attempt to call TD credit card number to report lost or stolen card (to report a previously missing card that showed up in the mail today 10 weeks late!):
First try: 5 minutes of working through prompts, then *click*, call disconnects
2nd try: another 5 minutes of working through prompts, then "We are currently experiencing difficulties, call again later"

TD is beyond pathetic.
I have feeling the issue may be large part of this support may be outsourced to India. Since they are lock down no one is working. And TD has no idea how to deal with this issue.
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Aug 5, 2006
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zod wrote: What kind of stuff can you do online at Simplii/Tangerine that you can't do at TD? I know Tangerine allows EFT's to any Canadian bank account. I always thought that was cool.
To me it's more about what TD does not offer that the online banks do. If they are smart they will reintroduce Canada Trust as an online bank finally offering chequing accounts with no minimums, ideally a hybrid account like EQ with bill payments and free e-transfers, more competitive savings account and GIC rates, debit cards for access to TD ATM's and finally compete with Tangerine, Simplii, EQ without the expense of branches. They have the infrastucture to offer virtually full service web/phone banking, they should have done this years ago instead of paying people $300 each year to open their antiquated chequing accounts.
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GooseAkuma wrote: Are they really paying the price though? How are the other Big 5 banks doing in terms of phone response time?I tried calling Tangerine to ask a question and had to give up after an hour. There are no physical branches to go to. While frustrating it's not that big of a deal since that's what I signed up for.
I think they are, the future of full service consumer banking has clearly been web/phone based and Covid 19 has only reinforced that.
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scoper wrote: To me it's more about what TD does not offer that the online banks do. If they are smart they will reintroduce Canada Trust as an online bank finally offering chequing accounts with no minimums, ideally a hybrid account like EQ with bill payments and free e-transfers, more competitive savings account and GIC rates, debit cards for access to TD ATM's and finally compete with Tangerine, Simplii, EQ without the expense of branches. They have the infrastucture to offer virtually full service web/phone banking, they should have done this years ago instead of paying people $300 each year to open their antiquated chequing accounts.
You are old.
"Laws for thee but not for me!" I will keep on jet-setting around the world. Spend as much as I can and enjoy vacations Free at Friends estate. Do as I do not as I say. I used to pay for my vacation until I met my hero.
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Mar 12, 2005
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scoper wrote: To me it's more about what TD does not offer that the online banks do. If they are smart they will reintroduce Canada Trust as an online bank finally offering chequing accounts with no minimums, ideally a hybrid account like EQ with bill payments and free e-transfers, more competitive savings account and GIC rates, debit cards for access to TD ATM's and finally compete with Tangerine, Simplii, EQ without the expense of branches. They have the infrastucture to offer virtually full service web/phone banking, they should have done this years ago instead of paying people $300 each year to open their antiquated chequing accounts.
I guess. So it's not so much the online capabilities your frustrated with (give or take a feature or two). You're looking for a slimmed down version that eliminates fees and has better interest rates. I guess that would be up to TD to crunch those numbers and see if it's worth entering that marketspace?
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callernamet wrote: You are old.
Maybe, but they do own the Canada Trust brand and it was a popular 1 so it's logical they would choose to use it instead of coming up with something new. The alternative would be to buy an online bank like EQ but it will most likely cost more than the rebrand.
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zod wrote: I guess. So it's not so much the online capabilities your frustrated with (give or take a feature or two). You're looking for a slimmed down version that eliminates fees and has better interest rates. I guess that would be up to TD to crunch those numbers and see if it's worth entering that marketspace?
It wouldn't need to be that slimmed down, when you look at Tangerine and Simplii they still offer credit cards, chequing, savings, RRSP, TFSA, RRIF, investments, loans, mortgages, etc just no branches, less physical touch-points, less fees, no minimums, more competitive rates. There is no reason TD can't compete with them, it is a less profitable business but it's the type of banking that would help them be more viable in Canada going forward.
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May 24, 2018
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There was a 1:28pm @TD_Canada tweet today
If you're a healthcare professional or over 75, and we have that information in our system, your calls will be prioritized in our queue to help you with banking needs.
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bomber17 wrote: Might be faster to call the local branch even if it's temporary closed. They are converting the branches that are closed into call centre and the tellers and personal bankers are call centre staff. A lot of them are the ones who are now responding to online banking messages and leads,
wow i did not know that! Thank you!!!
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Aug 22, 2011
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I'm glad I opened a Simplii account.
I was able to call in and connect to a rep in less than 10mins.

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