Investing

TD long wait times

  • Last Updated:
  • Feb 5th, 2022 10:05 pm
[OP]
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May 15, 2016
7020 posts
2486 upvotes

TD long wait times

Yesterday 2 hour waiting. Then silence for 27 minute. Then I Hangul.
Another 1 hour waiting.

Today waiting 1:30 already.

Why are we paying 9.99 per trade? Is it always like this?
16 replies
Deal Addict
Jun 14, 2018
1269 posts
1549 upvotes
Speaking of TD, are there settings in my TDDI account that I can change to avoid these $2 paper confirmation fees for each trade? I'd rather not have to call them and deal with these long wait times.
Sr. Member
May 5, 2016
524 posts
526 upvotes
Did you call from the app? Its usually a little faster.

All the brokers are struggling with teh volume, even compared to the cannabis hype days, this has been crazy. I was on hold for 90 minutes with IBKR yesterday, its absurd.

I haven't called into TD recently but my experience calling in through teh app was fairly positive the last time i did it, probably 6 months ago.
Sr. Member
User avatar
Mar 27, 2012
852 posts
157 upvotes
Baffin Island, NU
Just so you know I've been waiting since 7:30 am Mountain time and it is now 11:16 am mountain time.

I really need to talk to them so I can convert my warrants to share. I tried reaching them through FB and still get the same response

"I can confirm the TD Direct Investing Contact Centre is recently experiencing a high volume of calls. As such, they have been unable to maintain their usual high standard of response time. Please be assured that the management team is actively investigating how to use resources to improve the speed in which our customers connect to a representative. Since your matter is urgent, please try again and continue to wait on hold for the next available agent."

Rep at line 3 had to internally transfer me to line 2 so I won't need to wait for too long since I got disconnected on my initial call (waited for 1hr and 30mins). I have been waiting for 2 hours now since rep at line 3 internally transfer me to line 2 and the phone has been ringing since rep at line 3 transfer me to line 2.

I called the main branch here (downtown Edmonton) to inquiry if one of their financial advisor can help me. I was told that they cannot help me since I do not have a physical copy of the warrant certificate and the only way to do the conversation is through phone.


Just a side note: I called on Jan 21 2021 to inquiry about my warrant and I had to wait 2 hours to get someone at Line 2

vivibaby wrote: Yesterday 2 hour waiting. Then silence for 27 minute. Then I Hangul.
Another 1 hour waiting.

Today waiting 1:30 already.

Why are we paying 9.99 per trade? Is it always like this?
It was the same before when cannabis hype when on but this one is crazy! by far the longest I had to wait and yes I'm STILL HOLDING!

@@ UPDATED @@

11:27 AM MST: Looks like someone from TD FB contact will be able to help me with my inquiry by logging a ticket to the corresponding management team. I provided them a screen shot of the correspondence letter that I got from them.

"I can certainly appreciate your patience as you awaited our response. In this case, I would like to forward this case to the corresponding management team and requesting that you are contacted within 3-5 business days to discuss a resolution"

11:59 AM MST: Still holding

1:02 PM MST : Still holding. Plan now is to end call at 3PM MST if no one answer my call then call at 5:30 AM MST

1:54 PM MST: Still holding.

2:05 PM MST: I finally gave up and hang up the phone after 6 hours of waiting to speak to someone. I will try again tomorrow morning at 5:30 AM MST
Last edited by dealbreak3r on Feb 3rd, 2021 4:08 pm, edited 3 times in total.
Deal Addict
Jan 6, 2015
1418 posts
613 upvotes
MarinersFanatik wrote: Speaking of TD, are there settings in my TDDI account that I can change to avoid these $2 paper confirmation fees for each trade? I'd rather not have to call them and deal with these long wait times.
You cannot change it settings? If you call them for this, why not call them in non-trading hour. I commonly call them after 4pm if no order problem involved.
Sr. Member
Sep 18, 2019
875 posts
760 upvotes
I also learn that if you want to make changes on non settle purchase, you need a rep with license.
Deal Addict
User avatar
Aug 30, 2005
2142 posts
580 upvotes
Ottawa
I called on tuesday, had to wait 2 hrs before someone picked up and they were 100% useless :/
Deal Addict
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Sep 14, 2012
2295 posts
1715 upvotes
Montreal, QC
I called them yesterday (Tuesday) and waited over 1.5 hours. When I finally spoke with someone, in the middle of the call, we got disconnected (I was using a landline so it wasn't an issue on my end) and the person I spoke with didn't call me back so I called again and waited another 1 hour before I decided to give up.

When I called today and got someone after 1.5 hours, the first person I dealt with told me that he needed to transfer me to a brokerage/investment advisor and put me in the queue again. I waited another 1 hour and the lady who answered my call was able to answer my questions.
Deal Addict
Jul 14, 2013
1331 posts
813 upvotes
If you have the mobile app, try calling in through that. My wait time was about 15min today, and no security questions asked since they already have my info.
Member
User avatar
Nov 3, 2008
296 posts
230 upvotes
National Capital Reg…
MarinersFanatik wrote: Speaking of TD, are there settings in my TDDI account that I can change to avoid these $2 paper confirmation fees for each trade? I'd rather not have to call them and deal with these long wait times.
You should be able to change that in account setting, to choose e-delivery of trade confirmations. It is a one-way street though, once you change these to electronic, you can't switch back to paper at a later date. $2 fee goes away though.
Sr. Member
User avatar
Mar 27, 2012
852 posts
157 upvotes
Baffin Island, NU
Trying again today at 5:00 AM MST. I'm currently on hold now and hoping that someone will answer the phone within 2 hours

Update:

5:00AM: Called using the landline route
5:30AM: Still holding on landline route
5:30AM: Decided to try calling TD through the APP route.
5:35AM: Someone answered TD APP route. Hang up the landline route
5:54AM: Finish my conversation

Lesson learned: It is best to call using the TD APP route and call during non-peak hour
Member
Jul 21, 2013
337 posts
254 upvotes
Toronto
I'm calling to confirm the address and legal entity name I have to use transferring TFSA from Easyweb to another platform. Waiting an hour so far, can anyone direct me to where I find this information? I'm trying to transfer mutual fund holdings on EasyWeb
Deal Fanatic
Apr 25, 2006
7321 posts
2355 upvotes
If you guys know chinese, call the chinese line. Queues are virtually non existent sometimes.

Then after you speak to them in chinese for the first 30 seconds, speak to them in english because you're CBC and your chinese sucks LOL

jking
"If you make a mistake but then change your ways, it is like never having made a mistake at all" - Confucius
Deal Addict
User avatar
Sep 14, 2012
2295 posts
1715 upvotes
Montreal, QC
lestat83 wrote: I'm calling to confirm the address and legal entity name I have to use transferring TFSA from Easyweb to another platform. Waiting an hour so far, can anyone direct me to where I find this information? I'm trying to transfer mutual fund holdings on EasyWeb
If you're referring to transferring from TD TFSA Mutual Fund account to TD Direct Investing TFSA account, you can do it at a TD Canada Trust branch (which is what I did).

To do it from TD TFSA Mutual Fund account to an account in a different institution, I don't know that information but my copy of the completed internal transfer form that I still have seems to indicate their address as:
TD Waterhouse Canada Inc.
TD Investment Services Inc. (TD Mutual Funds)
3500 Steeles Avenue East
Tower 2, 2nd floor
Markham, ON L3R 0X1
Member
Jul 21, 2013
337 posts
254 upvotes
Toronto
lmcjipo wrote: If you're referring to transferring from TD TFSA Mutual Fund account to TD Direct Investing TFSA account, you can do it at a TD Canada Trust branch (which is what I did).

To do it from TD TFSA Mutual Fund account to an account in a different institution, I don't know that information but my copy of the completed internal transfer form that I still have seems to indicate their address as:
TD Waterhouse Canada Inc.
TD Investment Services Inc. (TD Mutual Funds)
3500 Steeles Avenue East
Tower 2, 2nd floor
Markham, ON L3R 0X1
Thanks , I appreciate you taking the time to look that up for me.

I stayed in the line for two hours to get them to confirm the address you provided.

I was already annoyed that TD has removed access to the e-series for new accounts opened through easyweb, the wait times on call just cemented the fact I’ll never use TD for investing again.
Deal Addict
User avatar
Sep 14, 2012
2295 posts
1715 upvotes
Montreal, QC
lestat83 wrote: Thanks , I appreciate you taking the time to look that up for me.

I stayed in the line for two hours to get them to confirm the address you provided.

I was already annoyed that TD has removed access to the e-series for new accounts opened through easyweb, the wait times on call just cemented the fact I’ll never use TD for investing again.
As others have mentioned on this thread, wait times are generally shorter if you log into the TD app on your cellphone and then initiate the call from the app on your cellphone as opposed to either calling them directly on your cellphone/landline. After authenticating myself with the TD app and initiating the call from there, I don't remember ever having to wait more than 30 minutes.

I find it somewhat silly since their phone system also does an authentication but wait times are longer when authenticating via their phone system as opposed to authenticating via the TD app. I've called TD Direct Investing from my landline phone and after doing BOTH the voice authentication as well as a PIN code authentication, I seem to be in the "general queue". I know this since at the same time or right after (while the landline is set on speakerphone), I will log into the TD app on your cellphone and initiate the phone call from within the app and I'm answered on the cellphone first.
Deal Fanatic
Jan 19, 2017
6858 posts
3982 upvotes
vivibaby wrote: Yesterday 2 hour waiting. Then silence for 27 minute. Then I Hangul.
Another 1 hour waiting.

Today waiting 1:30 already.

Why are we paying 9.99 per trade? Is it always like this?
It is $43 commission when placing order with a person. So yes, you get what you pay.

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