TD Waterhouse (Canada) Customer Service Issues

I am a Canadian citizen living abroad trying to purchase shares in Telus Corporation, but my online order was rejected. I've confirmed with Telus Investor Relations that non-residents like me can buy up to 1/3 of their shares. They've shared instructions via email on how to proceed with the purchase as a non-resident. However, I’ve been unsuccessful in reaching you by phone for the past three days. I used to reach a representative easily in previous years, but now I keep getting disconnected after going through the automated system. Can you please provide me with a different phone number to contact other than [redacted], 1-[redacted], or [redacted]?

I am a grandfather from the UK with an 18-year-old grandson who is looking to invest funds previously in a TFSA savings plan. I have experience with TD Waterhouse and would like to explore the option of using TD Direct for his investments. My grandson is interested in moving the funds to a mutual fund or index plan TFSA. I am impressed by the e-series investments with no charges. Can my grandson apply directly in his name, and could you please email me the details for using TD Direct? He aims to maximize the TFSA contribution of $[redacted] before the year-end. Additionally, is it possible to transfer the funds from Envision to TD? I assume using TD Direct may be more cost-effective than Envision. I would appreciate links to fund performance if available. Thank you. Brian H. Eastbourne, Sussex

I have a mutual funds RSP totaling 19.6K. I requested 15k due to financial hardship 8 weeks ago, but the funds have not been released yet. After following the proper channels with TD Customer Care and facing obstacles, I had to fill out unexpected [redacted] forms which were submitted 10 business days ago. I was promised a 5-day wait time, which has now been exceeded. Despite my financial advisor's inquiry, I have not been given a satisfactory explanation for the delay or a timeline for resolution. I am frustrated, angry, and confused by the treatment from the department handling client fund redemptions at TD. I am struggling financially, and as a 62-year-old in need, I am urgently seeking access to my money. I feel unheard and mistreated in this process.

I can't access my TDWaterhouse accounts while in Florida for three months. I called the support line, but the representative just asked me about balances I couldn't check online. My accounts are frozen, and I feel helpless without the ability to see balances or make transactions. The interview I had regarding this issue didn't go well as my answers were incorrect due to the lack of information. I'm in the dark about my $400K at risk. Please reach out to me via email or telephone. Thank you.

I am in the process of setting up a brokerage account at the TD Canada Trust branch in Leduc, Alberta with TD Direct Investing. Due to the COVID-19 pandemic, I have encountered difficulties accessing support via telephone. My RIF account has been transferred to TD Waterhouse or TD Direct Investing, but I haven't received a card or account number to use it. I need assistance in obtaining this information and guidance on how to contact a TD broker by phone. I want to avoid creating a duplicate account unintentionally while trying to access my account online. I am eager to use my brokerage account for options trading on both the computer and telephone. Thank you for your help.

I deposited my pension check at my local TD Bank into my TD Waterhouse account on December 2, [redacted]. The funds are visible in my account, but I am unable to place an order due to error code [redacted]. I have been on hold for over two hours each day for the past three days trying to reach someone at [redacted] without success. I am feeling very frustrated as there seems to be no way to contact TD Waterhouse via phone or email to resolve this issue. Could you please provide me with an alternative email or phone number where I can reach someone to assist me with this matter? Thank you.

I have left messages and tried contacting customer service at the number provided but spent over three hours waiting without any response. I also left messages on a different number and received no call back. I need my money back promptly. Please provide a human response to my request instead of automated recordings.

I have made several attempts over the past two weeks to reach out to Direct Investing Tech Support via phone to reset my account trading password. I am eager to trade online, but unfortunately, I either do not have the password or have misplaced it. In addition to this, I have also tried multiple times to get in touch with Direct Investing for purchasing fixed income for my account. However, I found it frustrating to wait on hold for periods ranging from 15 to 45 minutes. It would be helpful if there was some indication of the estimated wait time or if there was a way to know my position in the queue, as this would allow me to make an informed decision about whether to continue holding or to try calling back later. This process is consuming a significant amount of my personal time and also tying up my phone line, which is essential for handling important calls.

Subject: Follow-Up on Previous Email to TD Waterhouse Management Hello TD Waterhouse Management Team, I am currently in Florida until March 20, [redacted]. You can reach me at [redacted] until March 18. I am still waiting for a response to my previous email dated March 2, [redacted], where I shared my concerns. If I do not hear back from you soon, I will have to share my dissatisfaction on social media. I await your prompt reply. Regards, Danny Pollak

I've been on hold with Waterhouse at 1-[redacted] for 16 minutes now. Their website mentions a call-back service, but it's not working. I'd like to avoid waiting on hold for so long. My mobile numbers are [redacted] and [redacted]. Hoping to hear from someone before 6 PM Eastern Time, or I'll go public with this issue. I need to transfer to my TD checking account today, as waiting until Monday is unacceptable. The ball is in your court. Have a nice week.

I have encountered difficulty with updating my address for my TFSA account with TD Waterhouse. Despite changing my address six months ago, I am still receiving voting forms for my stocks at my old address. The forms arrive with a cover letter from TD Waterhouse and appear to be from a company called www.computershare.com, which I believe is subcontracted for this service. My attempts to resolve this issue through multiple frustrating phone calls to both TD and Computershare have been unsuccessful as each directs me to the other company for resolution. This address update should be a straightforward process, and I would greatly appreciate any assistance in resolving this matter promptly.

On August 13, my wife, S.G., organized to trade her Web Broker accounts and desired to transfer [redacted] Arbutus shares from our joint account [redacted] into her [redacted] TFSA. We have been overseas since August 17 and are unable to access Web Broker or Easy Web. The provided account numbers are from memory. Accessing our accounts is a current issue. The Canadian phone number provided is not toll-free when called from abroad. Call wait times in Canada can be up to 30 minutes. On August 13, [redacted], both my wife and I visited TD Bank in Burnaby. She arranged to trade and was granted power of attorney. However, she is currently unable to transfer Arbutus shares from our joint account to her TFSA.

I am a lawyer assisting our mutual client, Jeff Rourke, with a mortgage secured financing account managed by The Canada Trust Company on behalf of the SDRSP (Account No.: 79M876S). The borrowers, Paul Dayman and Dawn Ladd, are in default with their repayment obligations for the property at [redacted] - 4th Street SW, Chesley, Ontario. The lawyer for the borrowers has requested a mortgage discharge statement with a proposed payout date of September 9, [redacted]. I have informed the borrower's lawyer that the notice period provided is unreasonable. Please advise on the process for Mr. Rourke or our law firm to obtain the mortgage discharge statement promptly.

I have been your customer for nearly 25 years, with approximately $1.1 million invested with TD Waterhouse. After encountering continuous busy signals while trying to place three trades tonight and being unable to reach Telemax, I am frustrated. I am considering transferring my funds to another broker due to the lack of phone support. Please provide me with the necessary details to close my accounts with TD Waterhouse. I may also close my TD bank accounts, as I have around $[redacted],[redacted] there. The convenience of having all my accounts under one organization is essential to me, but the current situation is far from seamless.

I faced issues accessing my TD Waterhouse accounts from Monday afternoon till Tuesday afternoon. There are reports online about accounts being down for days. I had urgent trades to make and needed to check my account balances, but for over 24 hours, I couldn't access anything from TDW. Whenever I called, I only encountered a message saying all representatives were busy and was put on hold with terrible waiting music. After waiting for 87 minutes on one occasion and 49 minutes on another, I gave up. Later in the day, my calls didn't even go through. I tried various numbers, even those on my statement, but nothing worked. Eventually, out of frustration, I contacted my local credit union and immediately got assistance. They guided me on transferring my substantial funds from TD Bank and TDW to a safer place where I feel more secure.

There was a former employee named Mike Tomkins who worked at the Windsor Ontario branch on Ouellette Ave about two years ago. I have known him for over 40 years, and despite being charming, I have concerns about his integrity and actions. He retired recently, but I suspect he may have been involved in unethical activities, such as accumulating significant credit card debt and extravagant spending on trips and gambling. There are suspicions about possible embezzlement from TD Waterhouse. If this information is not relevant to this forum, please redirect it to the appropriate department. Thank you.