I am terribly sorry to feel the need to inform the public of the incredibly poor service I have received by a manager, Christina, at the Belmont branch of TD Bank.
Our company was attempting to open an account there (Over a quarter million dollars). We had an account at Rockland Trust (And very happily still do), but Rockland did not offer HSA accounts for our employees and TD Bank's literature stated they did, so we were going to change banks.
However, when I went in to speak with a representative, Kim, she did not know what an HSA (Health Savings Account) account was. She did some research, and realized that her manager knew more about them, and would have her contact me.
A couple weeks went by, and I called stopped back in to see Kim. She explained that she was sick, but that Christina should have reached out and apologized. I understand that sometimes things fall through the cracks, which was why I came back in the second place.
Another week went by. I had to call Kim, and left messages. Finally, I received a call from her and we went over how to set up the HSA. I was going to make an appointment to come in and set this up, when she offered to have TD come to our office. That sounded like a fantastic turn around in the service I was getting, so I was hopeful this would be a great bank.
However, I received a call from Christina today, telling me that TD does not offer HSA accounts anymore. Apparently, as the resident expert, she didn't know they were discontinued until she called into the head office to get the supplies.
OK, so the bank doesn't do a great job communicating with their own employees about what products they do or do not offer, and the marketing department offers things online that branches are unable to deliver (Not that one can get them online either), and perhaps training is sorely lacking, Even all these things can be... tolerated by some customers. BUT...
When Christina called me to cancel her appointment, she never apologized for anything *SHE* failed at accomplishing (Not returning calls, not communicating with Kim about product information, and continually interrupting me when I was asking questions or attempting to clarify a statement).
In fact, when I finally said that I was feeling like I was receiving extremely poor service and wanted to discuss why I was feeling this way, she ended the call by saying TD Bank no longer offers HSA accounts and hung up the phone.
This action has not only lost the potential business account from my company, but I have also decided to close my personal brokerage account, and make sure they know why. read more
