I went to them to purchase a second home that would become my primary residence. I owed $12000 on an income producing house worth $300,000 and $8000 on a car. I also had mutual fund assets of over $100,000. TD Bank did not suggest I roll my outstanding balance on the house into the new mortgage, nor did they suggest that I might get a better rate if I paid off the $12,000. What they did was drag their feet until the last minute, 3 days before closing, before telling me I should pay off the car ($240 /mo). I said I would rather pay off the mortgage ($1,723/mo) to which the loan processor had to get an OK from her supervisor. No brainer but then it is TD Bank. My financial adviser jumped through some hoops to raise the money in two days but I will never use TD Bank for anything. Should have used a locally owned bank and S&L.
I received a personalized offer in the mail for $100 bonus in exchange for opening a new checking account at TD bank and completing a certain number of debit transactions and/or online payments. I took the offer to a local branch to verify that I was eligible for this offer. I told the rep that I had a checking account at TD about a year before, which I closed because I had moved and there was not branch nearby at that time. He went to supposedly consult with his manager, and returned to assure me that I was eligible for the new offer because this invitation was addressed to me by name, not 'current resident'. A short version of this story is that I completed all the transactions required to earn the bonus, and when the time came for the $100 to be awarded to my account, it never happened. I was very patient in dealing with customer service, both online and in the branch. After three or four visits to the branch, the assistant manager told me that corporate had informed her that my bonus would be credited within about 10 days. That time came and went, and nothing happened. So I contacted her again, and this time I was informed that I was ineligible for the bonus because I had already received one with my previous account. Hello, I told them all about that when I came in with my invitation! In addition, the new offer was mailed to a new address, one that the bank did not even have one file, with my name on it. I was given every indication along the way that the bonus was coming, and then they changed their minds. Their mistake was not telling me from the beginning that I was ineligible, which would have been fine. Then it was compounded by the fact that the bank refused to compensate me as promised, and essentially just wasted my time and did not follow through on a promise. That's not a business that would get a high grade for its level of integrity.
My experience with this bank lead me to believe that management does not think that customer service is important. Their whole system needs a major overhaul. How can they claim they are America's most convenient bank. I live in Naples FL. They have no banks within a hundred miles of me. I really do not understand how they have managed to stay in business this long. They give horrible customer service.