Authentication
Can customers with a CTI only mcom be manually authenticated if they provide a cvv2 or valid debit card?
No, customers must be phone code authenticated
Adding a personal payee to a bill payment list is considered high risk?
Yes, a customer must be high risk authenticated in order to be allowed to add a personal payee to their list.
How long is a standard cheque deposit hold?
5 business days
Fraud investigation approximately takes 2 weeks to complete?
Yes
Investigation will take approximately 2 weeks to complete
I have no annual fee and provide 1% cash back on regular grocery, gas, and recurring bill payments. Who am I?
Cash back credit card
If a customer cannot complete a 'high risk authentication' can I assist them with other inquiries?
Yes
Example:
Customers can pay U.S Bill payments from their TD Canada Trust account?
TD Canada trust no longer allows customer to pay U.S Bill payments from easyweb's bill payment system.
Updating a customers employment information is not considered high risk, compared to updating their personal information which is high risk!
Incorrect.
Both employment and personal information updates are considered high risk.
Can fraud claims can be submitted for Email Money Transfers?
no, refer the customer to contact loss prevention
I give customers that flexibility by providing them with a lower interest rate. Who am i?
TD Emerald Flex Credit Card
Can you change the wording or do questions have to be read verbatim?
Wording can be changed provided you are not giving unnecessary help or personal information to the customer and the required answer does not change.
Can you make a bill payment to a third party for $5000?
Unlike third party transfers which can only total a maximum of $1000. Third party bill payments have a maximum total of $5000
Full hold customers have access to the first $100 on every cheque deposit?
Full Hold customers have access to the first $100 on every cheque deposit and should be treated as a P100 for calculating the amount eligible for release; up to 5 cheques (max $500 per day)
Can a customer with a fraud status debit card be provided general inquiries about their account provided their manually authenticated?
No. Customers with fraud debit card must be refereed to branch
My credit card bonus includes the first year annual fee waived and enough points for two short haul flights with Air Canada. Who am i?
TD® Aeroplan®Visa Infinite* Credit Card
Apply by June 2, 2019 to get a full Annual Fee Rebate1 for the Primary Cardholder for the first year and up to 30,000 Aeroplan Miles (that's equivalent to 2 short-haul roundtrip flight rewards)1
Can linked business accounts be accepted when asking the customer to provide one other account you have with TD?
YES!
If there is a business account linked on the profile then that would be included. If it is not linked, you would not be expected to go and find other accounts.
Can bill payments with a distributed status be cancelled?
Only bill payments with the status of active or funded can be cancelled.
If a customer cannot provide their sin number we can still open a TFSA account provided they call back later to confirm their SIN number.
Incorrect.
During the call if a customer cannot provide their SIN the customer must be referred to the branch.
Can a customer do a fraud related dispute for a transactions that is more then 30 days?
No, fraud disputes can only be done for the previous 30 days.
If you get this credit card it will give you a free Deluxe TD Auto Club Membership.
TD Cash Back Visa Infinite Card
If a customer fails authentication and is travelling what can I do?
If this is the first fail, the customer can be referred to the Mobile App. If they choose 'contact us' they will come through Omni Dial (mobile) authenticated.
If they are unable to use the app or this is their 2nd fail, they would be required to visit a branch for further assistance.
On the spot reimbursement can only be given to customers who paid the incorrect bill companies?
WRONG!
Both overpayments (incorrect amount) or payments to the wrong merchant (incorrect bill company) qualify for reimbursement
Can a customer do a fraud dispute for a apex item?
No. Apex items must be dealt as a PAD dispute
What is phishing?
"Phishing" or "brand spoofing" is a scam where a perpetrator sends authentic-looking emails, appearing to come from legitimate companies, in an effort to phish for personal and financial information.
I have free delayed and lost baggage insurance. However, I don't have any travel medical insurance. Which card am I?
TD Platinum Travel Visa Card