u/Throwaway1438159

Just a rant about customers that suck to deal with in branch. This isn’t directed towards customers (especially regulars) being friendly and sharing stuff about their lives. This is particularly for those clients who think they’re 5x as important and interesting as they actually are and getting upset when staff follow anti-money-laundering/know-your-customer/bank policies

Firstly a very common issue people seem to have is when staff asks the purpose of a large cash withdrawal. Nobody cares what you do with the cash. It is policy to ask what it is for to ensure you are not getting scammed and that you’re warned of the risks of holding cash. You can thank the seniors that get scammed and then go to CBC because banks won’t reimburse them after they’ve taken a loss for that. People get personally offended saying “it’s none of your business”. I agree, and nobody cares if you drop $5000 at the liquor store or blow it at the strip club. The reason staff ask is because the bank can be considered liable in cases where it is a scam and staff didn’t provide a warning

Something that annoys me to no end is when someone says they don’t think they should have to sign the cash liability release form because they can withdraw the same amount from the atm. Just go to the atm then!

Then there are the people who get upset about Know-Your-Customer regulations and updates. Sometimes the computer system won’t let staff proceed if a customer’s occupation category is out of date. These are some of the worst people to deal with. “TD DoEsN’t NeEd To KnOw WhAt I dO. It’S nOnE oF yOuR bUsiNeSs”. -Again you are not the main character. Nobody actually cares what you do. There’s literally nothing stopping you from claiming you’re retired, a homemaker or unemployed. Most ironic interaction I had like this was with a law enforcement officer. Imagine requesting people’s photo IDs all day and then getting upset when the bank has to follow a FEDERAL regulatory requirement. This isn’t optional for the bank. The staff don’t care about you and aren’t trying to piss you off. Just say you’re unemployed so staff can continue the transaction and leave

Then there are those seniors who complain about branch wait times despite the fact that they’re the main cause of it. They will literally refuse to get enrolled in online banking or even pay their bills at the ATM. They’ll add to traffic, car pollution, and wait in line for 30min just to complain about queue times when they could’ve done everything without leaving their bed or at a drive thru atm. They make the branch way worse for clients that actually need to use branch services such as for fraud cases, drafts, large cheque deposits, pre-approvals, access to online banking, business customers etc. The cheery on top is when they do the customer service surveys specifically about your service with them and give you a low score with their only criticism being about the wait times or the branch itself, and nothing to do with you

Lastly are the people who act annoyed when you offer them advice. I’ve tried to warn people when I’ve seen them using a savings account as a chequing or a minimum chequing account for way more than the 12 transactions sometimes incurring over $100 in monthly withdrawal fees. They’ll shush me or just say they’ll look into it and are not interested at their own expense. That’s A-ok. I’m just putting a comment on their profile that they’ve been warned of the withdrawal fees, so when they eventually complain about them and try to get them reversed there is a record of them ignoring the recommendation. Customer service sucks

All that said: most customers and people in general are very pleasant to deal with. Just some bad apples

Basically I’m considering snitching to HR because every single branch I’ve worked at the MCEs have decided that frontline staff aren’t allowed to take the 15 minute breaks they’re legally required to. They’ve also decided that it’s a good idea for opening staff to arrive 10 minutes early before their shift begins…with no additional pay of course. Any the PBAs/PBs seem to avoid the frontline when they have open slots in their calendar and aren’t scheduled for it, so you already know they’re getting their breaks

I would expect this from unethical small business owners screwing over their employees, but the second largest financial institution in Canada doing it and it not being reported is insane. The straw that really broke the camel’s back is that an MCE recently told me that “We don’t take 15 minute breaks” when I had a 4 hour shift… Meaning no break whatsoever for FOUR HOURS straight with a branch that literally has a line of customers the entire time who of course have no interest in doing their cash withdrawals and bill payments at the ATM and instead will wait for 20min+ for a 3 minute face to face interaction. Obviously this is illegal, but apparently no other frontline staff from these branches seem to have enough of a problem with this to have reported it to HR before

Has anybody ever gone to HR for this or something similar? Did it raise more problems than fix anything? Was HR on your side at all? Thanks

This post goes out to current and former frontline branch staff. I’m sure it also applies to easyline staff too though, so feel free to chine in. I’m curious as to what your craziest experiences were with customers in branch

This applies to all big 6 Canadian banks, but TD in particular gets the worst of this with most seniors choosing them for their more flexible hours and weekend availability

Anybody else mind blown at the lengths boomers (and to a lesser extent gen x) will go to adapt and utilize ATM or online banking? I find it crazy how some will literally taxi/uber from their retirement or nursing home, wait in line on busy days while the meter gets ran up for $30 more (while they complain about chq account fees of course), then do something as simple as paying a few bills or withdrawing cash just to taxi/uber back home. They are fully aware that this can all be done at the ATM but refuse to do so out of stubbornness and fear of the unknown world of online banking.

It is what it is I guess, uber drivers have to make money too. I just don’t get it. You can literally pay their bills in bed. If people that don’t like online banking generally are closer to a TD atm outside of the branch that they can get cash, deposit cheques and pay bills from. Then they have the gall to complain about branch wait lines to tellers as if it’s not half their fault💀 Idk some people I just don’t understand

Anybody ever try this before or have any luck with it? With the all-inclusive chq you get the TD Visa infinite card rebate of $139. Has anyone opened the account up for a month prior to their credit card annual fee coming out to finesse TD for that rebate?