TD Bank: America's Most Incompetent Bank

SEE UPDATE from 6/20/11 below

 

With unemployment unabated around the US, it might make one wonder why companies seem to be having a hard time getting good talent to work for them.

Here's a prime example of the problems facing consumers today that I personally experienced.

TD Bank recently bought out my small regional bank. My small financial institution was known for lots of personal care to individual and small business owners. I wasn't thrilled when I got a letter some months ago telling me that Mercantile Bank would become TD Bank. I was told to be reassured because TD Bank positions itself as "America's Most Convenient Bank" committed to outstanding customer service like no other bank in the US. Sounds good, but so do so many other positioning statements companies put out these days but fail to deliver on.

I was informed by a letter initially telling me that nothing would change with the acquisition; that everything would be seamless. This turned out to not be the case at all.

I received a call some weeks ago telling me my accounts WOULD BE CHANGING because my account numbers which I have had with Mercantile for over 20 years match accounts already in existence at TD Bank. I was informed to not worry because I would be receiving new account information well in advance of the turnover including new FREE checks.

Of course this did not happen. I had to do all the work myself as no information arrived as promised. I had to spend nearly an hour at my old branch getting things fixed...on two occasions.

With new account information and checks in hand I thought the worst would be over. Not so. I was then notified that my bank debit cards would be deactivated this week but again not to worry new cards were on the way and easy to activate.

No cards were forthcoming by the deadline and a call to my old original branch generated news that on Saturday June 18th I could come down to the bank and they would have the equipment to produce replacement cards. No waiting, no issues, easy and simple.

As you can tell from the gist of this account, I arrived at the bank this morning to find they were NOT equipped to do anything and won't be until next week "sometime". However, my cards were deactivated so for the meantime I am in limbo, "so sorry for the INCONVENIENCE" I was told from my "new" bank TD Bank which calls itself, "America's Most Convenient Bank".

I believe TD Bank is America's Most INCOMPETENT and INCONVENIENT Bank and needs to stop marketing itself otherwise because they are failing every step of the way. So BEWARE of this banking institution they talk with forked tongue. And bank ad spokespersons Regis and Kelly should think twice about being associated with this bank if they know what's good for them long term.

Watching out for you everyday.

Eli

 

UPDATE

The power of social media: I posted this upset with TD Bank here on my blog and on my twitter account. Within 24 hours I heard from top officials at TD Bank. They were extremely concerned about my experience and have made a major effort to resolve the issues quickly. They are taking action where appropriate to address the problems that led to my horrific experience. I am impressed with both their effort and the power of social media to get a major corporation's attention quickly.

EP

Comments

[Sunayna]

Hi Eli, It's Sunayna from TD Bank (www.twitter.com/TDBank_US). So sorry to hear about your experience… We’d like to make it right!

Our Market Leader Ellen will reach out to you today and would be happy to assist. What's the best time and number to contact you? You can email us the information at td.socialmedia@td.com or send a DM to our official twitter account www.twitter.com/TDBank_US.

Thank you for the feedback. Look forward to hearing from you soon!