Complaints
A recordable complaint is?
- a product or service that is provided by TD
- the way a product or service is provided by TD
What do we do if a customer comes in and says their privacy has been breached?
Escalate to manager
1. Complete the Privacy Event Notification Form immediately upon awareness of a privacy event.
2. Send the completed form to TD.CPBPrivacyEvents@td.com. The Privacy Designate with contact you within 2 business days to provide direction.
3. Real Risk of Significant Harm (RROSH) Assessment may need to be completed as applicable by your Privacy Designates.
If a client comes in and wants to do a wire and after some conversation they decide not to, what should you do?
Send in an UTR if you believe the conversation seemed sus
If a customer has a complaint that we are able to resolve on the spot with or without compensation, do we still need to lodge the complaint on the system?
Yes.
We are required to record all complaints and confirm customers preferred method of receiving acknowledgement communication
What documents do we need to give clients when we open a new account?
What kind of ID do we need to cash federal govt cheques for non-customers?
One piece of identification that is issued by the Government of Canada or the government of a province and that bears the person’s signature and photograph;
OR
Any document* from a reliable source that indicates the person’s name and date of birth, if the person’s identity is also confirmed by a customer in good standing with the member bank or by a natural person of good standing in the community where the point of service or branch is located.
What transactions can we do for non-customers? What are the limits?
- Bill/credit card payments - Unlimited (has to be TD cheque)
- Cash and Coin Exchange : $500.00 (CAD only), $2999 businesses
- Cash deposit to TD Account: $0.00 - personal, $2,999.99 business, (unlimited with cheques)
- Payments to TD product: unlimited with cheques
- Cashing fed govt cheque: $1750
Would we send a complaint off if a customer is mad about our branch hours?
No as this is not about a product or service provided by TD or a way we provide this product or service
What are the written and verbal disclosures you must go over with a customer when you accept a credit card pre-approval
Provide Information Box (Cost of Borrowing) disclosure prior to proceeding. Tell the customer:
• All interest rates
• The date when interest accrues/grace period
• All non interest fees
• Minimum Payment requirements
•Tell customer about additional privacy terms for Aeroplan cards and disclose specific rate for Emerald cards (if applicable)
Ask the customer :
[Consent script]: "Do you consent to us providing you with the [name of on the terms we have disclosed to you?"
What are the exceptions to the access to $100 policy
What do we go over with a customer when we issue them an access card?
Section 5 - Card and Pin Security and Confidentiality
Section 7 - Your Liability
Section 8 - Our Liability
Section 10 - Limits
Section 13- Resolving Disputes
Section 14- Service Charges
Section 31- If you have a complaint
Would you send off a complaint for: "During a conversion, your customer comments they don't like TD's fees and feel they are too high"
No as this is a general comment.
- If customer advises they weren't informed of theses fees however, we would record complaint.
What is TD's Low Cost Account Commitment requirements?
Minimum chequing account
This is a voluntary public commitment which TD has made to the Federal Government to provide a basic low-fee personal account. To comply with this commitment we must make the TD Minimum Chequing Account readily available to anyone who is interested in opening a new personal account and who meets the minimum identification requirements
19 year old comes into the branch in 2025 and wants to open their first TFSA. What is their contribution limit?
$14,000
What is the Do Not Call list?
What does CVS NOT do?
does not verify funds, stops, or holds
If a TD rep pays the wrong bill for a client, do we submit off a complaint?
We would submit off an OPC no complaint unless:
- cx expresses it as a complaint
- cx accrued any fees from the error
- CX is dissatisfied with the OPC wait time or unhappy with the resolution of the OPC
Who must we provide the low cost bank account free to?
How do you calculate someone's RSP contribution limit?
Multiply the amount of your annual earned income by 0.18. If the result exceeds the annual RRSP limit ($31,560 for 2024), just use the RRSP limit amount itself. If you have a workplace pension, subtract your annual pension adjustment (you can find this information in Box 52 on the T4 slip from your employer)
What is the "Senior Code- Meeting the Needs of Seniors"?
TD has adopted the Canadian Bankers Association (CBA) voluntary Seniors Codes to show our commitment to this group by helping keep their money safe, ensuring access to the right financial products and services, and raising awareness about financial issues affecting seniors.
What kind of deposits are eligible for CVS?