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“Very poor customer service”

written by RossiItaliansz127 on 02/02/2017

I tried to transfer a fund from Computershare to TD last September . They asked me to supply them with the C'share number and returned a copy of the paperwork I had sent them . I supplied the C'share number by email and they confirmed receipt but asked me to re-do all the paperwork . I asked why , got 1 weak response and then silence .
I then phoned them and got someone on the FRONT DESK who , of course , had to go off and talk to the Transfer team ( back desk and not allowed to talk to clients !!!) This took some time and he came back eventually with the predicted response - I had to re-do the application . This I did and sent it off post-haste to the transfer team.

After a few days I got a phone message asking me to call X . I got back to X and he did not know why he had called me in the first place but would GO AND TRY TO FIND OUT . This took 10M and he apologised and said he had no idea why he had called . I asked to be transferred to the Customer Services and Global Director - he was NOT ALLOWED TO DO THIS and said he would transfer me to someone more senior . AFTER 10M I hung up . Total time on the phone 25M

TD has a serious problem by not allowing their transfer team talk directly to clients . They also appear to put their worst people directly in the front line . Moreover there does not appear to be a complaints procedure .
Can anyone advise a decent Portfolio manager ??