Calgary, Canada
505 2 St SW
N/A
+1 4032998600
Wheelchair-accessible entrance
Have tried to talk to waterhouse since 8:30 am. They have dropped my call for tech support twice & I am locked out of my account. Will be moving on to someone else. would give zero stars if I could
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I have for years Loved TD Waterhouse Direct Investing then 2020 Happened, they have become Useless! I help my dad take care of his stocks filled out lots of paperwork with them to do this. I missed having Canadian fund in his rif on the date of withdrawal my fault. Tried to call waited on hold over a hour to talk about to be told I can't ask this. My Dad tries he's put on hold 3 hours he was almost through the authentication process when they asked him of a recent transaction in his rif he has no idea 3 hrs of phone finished still he hasn't had his payment to him for the month. We go together to fill out more paperwork that should make this a thing I can take care for him! His payment a week late at this point. One week later dads payment from his RIF still not made I call again Paperwork should have been completed 2 hours On the phone still no payment the theme of my conversation is why would someone not want the payment they had arranged years ago and rely on. Now today almost 3 weeks later still can't get through to a person to straighten this mess out. They also have decided to remove the authentication over the phone you will need an ap to call TD. We are shopping for a new Bank.
Poor customer service and unwilling to take opinion to better their system. The story is I tried to stop a trade from going through after an order was placed before market open, status of the order says cancelled, but order is 300/300. Called spoke to 3 different persons(employee, supervisor and manager) all telling me as an investor i should be reading all the order description not only the status and there is a time delay before market open to cancel an order, and there would be no compensation. (During all three conversations I have never mentioned to be compensated). At the end, I asked if they can at least escalate this to their IT department have the client interface improved or changed. Answer I got was: as an investor you should be reading all the trade order lines. Poor customer service, poor system, if there is negative stars here, i would give them -5.
Not being able to access the system due to internal system overloads has happened too many times. Presently stranded in a volatile pot market and I can't access my accounts on any level - to view, to sell, or to buy. Their CIO should be fired, their Service Delivery Director should be fired, their Product Release Manager should be fired, and their Development Manager should be fired. Bottom line - this platform has cost me 10's of thousands in lost trades because of system overload periods that aren't happening anywhere else. This period of December 27th to the time of this writing has seen more down time than up. Additional issues: Balances don't add up: For ex - CND Margin had a 5 digit transfer from a USD Margin account. After 5 working days the balance still doesn't register, yet inside the account the balance shows negative after purchasing Options. They can see the transfer and the purchase of contracts - but don't know why the Contracts are getting their current market value. In addition, the balance of my TFSA Trading account is 6 figures off (less) the balance of the same TFSA account when shown in TD EasyWeb. No explanations. When addressing this on December 29th, I spent 65 minutes on hold, hung up and called back two hours later and this time spent 1 hour 35 minutes on hold, to be greeted by a completely overwhelmed, frustrated, and ill-equipped for the issues phone support. Not his fault - clearly their phone support ends up being the dumping ground of TD Broker clients. When transferring money out of my self directed RRSP account it took longer than 3 months, with TD Discount Broker constantly claiming it was SunLife's forms and unwillingness to receive the money - cause that happens (right). It took contacting the Canadian Director of Operations to get the money transferred.
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