Having lived in the area now for 14 years or so and having had experience of several banks, either through payroll needs or mortgages or such, I'd have to say TD Bank is the best of the bunch.
I've tried Wilmington Trust - OK, B of A - really terrible, Wachovia - Horrible, Citizens - Pretty Bad, First Federal - OK, but TD has been really great.
First, most of the complaints I read here are about debit charges for being overdrawn, that's the same at every bank. My son went over $800 overdrawn while banking at Citizens while at college - for buying a Starbucks on his debit card. They then started charging him $37 day for the O/D, even when it was paid off, they came up with retrospective charges that put him overdrawn again and started the whole process over. You can fix your debit card so it can't go O/D now (thanks to the government) and at least TD only charge $15...
My branch is very cheery and friendly. The dog loves to visit and there are always little gifts for the kids as well as the free money counter for customers.
No bank reminds me of the old, personal face-to-face service you used to get and decisions are now made in a central office many miles away, but at least the staff are friendly, the bank is open and bring and everyone seems very helpful.
My husband's debit card number was stolen. No one from TD bank notified him, despite Visa canceling it and notifying the bank. The only way he found out that it was being fraudulently used, was when he tried to use his own card and it declined. Even with Visa confirming it was fraudulently used, TD bank had to turn it into a lengthy investigation. We had to wait about a month for the money to be put back in our account.
I received a $50 TD Bank Visa gift card as a present and it has turned out to be the worst gift ever. I tried to use it at a restaurant where the waiter told me he was unable to get the funds off the card and I needed to call the bank. I subsequently paid the bill in cash. Over the last six months I have called many times about this dispute. Originally I was told that I would get my money if the merchant did not respond in 30 days. Subsequently I was told the merchant did not respond but the dispute was constantly being reviewed and someone would get back to me.
In late June / early July, I was told that in order to get my money, I needed to produce proof of payment. It is ridiculous to ask a customer to provide a receipt six months later. I spoke to a representative who told me the initial representative had given me bad information, would work to get it resolved and call me back in a few days with an update. Obviously I never heard from him and received a letter in the mail closing the dispute. Calling back I was told there is nothing that can be done without a receipt.
The lack of customer service on this issue is appalling. Amazing that you can call yourself the friendly bank and criticize other banks for their lack of customer service.