TD Canada Trust Branch and ATM

• James Huang from Google
  
  
  (December 15, 2018, 3:37 am)

  Very impressed with customer experience and helpfulness of staff. Had a complicated situation and they managed to resolve it in a very timely and professional manner.
  
  Situation: I have multiple TD Webbroker/Waterhouse investment accounts that I do research and investing with. Moved from Ontario to Edmonton, but didn't update my phone number to match with the account(s), thus being locked out of the 2-step authentication as I couldn't retrieve the message/calls needed.
  
  Waterhouse said I needed to go to a TD Canada Trust branch to confirm my identity before they can do changes/updates. Complications were that I don't bank with TD Canada Trust, so I needed to submit all the paperwork and ID's. Afterwards, with the staff oversight from the branch, we updated Waterhouse to confirm everything was authenticated and requested update all contact information ASAP.
  
  Fast forward 1 week, still no updates from Waterhouse and still locked out with old contact information. Call Waterhouse again, to which they still needed me to do to confirm my identity before they can do changes/updates. This was super frustrating/annoying as both the staff and I did it personally and confirmed during that previous visit.
  
  Went back and the staff remembered my situation and escalated the changes/updates with Waterhouse in 10 minutes.
  
  Long Story Short: Need to confirm ID for Waterhouse at TD Branch, Waterhouse slow to update after completed, TD Branch staff very help in confirmation and escalating situation.

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• pyaara karu from Google
  
  
  (November 7, 2018, 10:01 pm)

  Thankyou for the perfect experience ????

  🏴 Flag as inappropriate

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