George E.

I have had so many problems with TD's website that I don't trust it anymore. For example, I did a trade on it which the site said was accepted but, mysteriously, didn't actually occur. So while the website assured me it was done, it wasn't. When I actually got through to an agent the next day, the explanation was pretty lame and unacceptable considering the site's confirmation of the trade being accepted. As well, there have been times when watchlists have disappeared and dollar amounts could not be entered when placing an order online. There have also been various times, many of which were crucial, when its website has "gone down".

At least when I phone in and actually get an agent, transactions are the responsibility of the agent and TD can't come back to me as with an online order as it being my problem/responsibility. This is why I, and I assume others as, even before CoVid, you always got the message, "We are experiencing an unusually high number of calls. Your call is a priority and it will be answered in the order in which it was received." Wait times then would be at least a half hour.

On Friday, Dec. 4th, at 2:10 pm, I called to make a trade before 3 pm as well as review my RRIF withdrawal and change its date and delete some accounts TD has listed for me [I do not use a US RRIF but when I click on my Canadian RRIF, its site takes me to a non-used account such as the US RRIF]. At 4:00 I got the message that TD is having technical difficulty and to call back later if I want to speak to an agent. I did so. I called at 5:30 hoping the "issue" would be solved and that there would be fewer callers as the trading day was well over and we were heading into the weekend. It was also a half-hour before the relatively new closing time of 6 pm. At 7:20 [also exactly one hour and fifty minutes as per my first call, I got the same message and was disconnected].

This morning, Monday, Dec. 7th, at 8:30 am, an hour before the markets opened, I again called. At 10:20 am, again one hour and fifty minutes after the beginning of the call, I got the same message and was disconnected.

TD, with all its money, is obviously pretty cavalier about how it treats its clients.
Even before the Pandemic, phoning was an ordeal of waiting for an agent to answer and listening to the same looped music over and over was de rigueur. And that was with better hours for calling. It seems TD feels it can't afford to have enough agents available to answer calls and, during this turbulent time, it has used CoVid as an excuse to shorten hours.

Either TD's new method is to have no agents and try to force us to deal strictly online by having a fixed time limit of one hour and fifty minutes to termination, or I am not the only one calling in and TD is not accommodating us.

Is TD trying to drive us away?

I ordered online [no easy feat!] and ultimately did so while a manager of the local store was on the phone with me. I then received 7 emails of which 6 were cancellations. The last email gave a reason: the item was no longer available at the store I had been using in spite of the fact that the manager had set aside the order, which was in stock, for me. I then had to phone the 1-855 number and after a hold of 40 minutes, spoke to Jackie who said the order could not go through as the inventory on the main computer system showed it was out of stock and she could not do anything about it. While on the phone with her, I used my cellphone to call the store and spoke to another manager who not only was not helpful and wouldn't or couldn't update the computer system but contradicted the other manager with whom I had dealt insisting that there was no curbside pickup which the other manager said more than once would be arranged once the order went through on the system. Due to lockdown, the store will be closed for a month starting in two days. As I'm an immunocompromised senior, I am not going into the store which is in the busiest mall in Canada. So, after two wasted hours and WS incompetence and lousy customer relations, I won't get the order.