The more it stays the same, the less it changes! - Spinal Tap
We left off on Wednesday at 11:21am.
I received a call that afternoon around 1PM from a TD rep in Toronto. Unfortunately I was out of the office, but called back when I returned about 10 minutes later. The call was to let me know that TD was aware of the problem and that they were looking into it and that I'd be contacted later in the day. Good to know.
After a couple hours of talking on the phone with other banks I might take our business today, I received a call at 3:30PM from the same gentleman in Toronto. Was told that the person at my local branch had submitted my application to the wrong department, which is why I wasn't up and running on the wire notification service. Good to know, but why didn't the 'wrong department' forward the application to the right department? I didn't ask. I wish I had.
Fun moment: Being told "I saw your blog post. We had no idea about the extent of the problem"
Despite the time it took to fill out the last application, I was told to make an appointment with my branch manager and fill out a new application. I was told that he had spoken to the branch manager and he was available until 5 PM. It was around 3:45 at this point and it's a 15 minute drive to get there, so I figured if I packed up that moment I could be there by 4:30 at the latest, so I made the appointment for then. Fortunately I had over-estimated the amount of time it would take to pack up and get there, so I got in at around 20 after.
I filled out the application for a second time with the help of the branch manager. He was in constant contact with someone at "SBB Cash Management Sales & Implementation" in Toronto to ensure everything was filled out correctly. For some reason on the previous application I was advised to take the Fax notification service. This time they recommended notifications through Business Web Banking. Doesn't matter to me either way. I received information about the Web Banking service and an account name. I was told I would be receiving a phone call the next day with the password. I also received a couple of e-mails from the SBB Cash Management that included instruction manuals, etc. Key point: I was told that the notification service was active as of Wednesday and any wire payments I received on Wednesday I would be notified of.
We also received 3 months of some services for free - a savings of $75. Unnecessary, but very appreciated. Who doesn't like free money? I also gave the branch manager the current list of wire payments I do not have information on. I was told I would receive information on them shortly.
A couple hours later, my wife went into labour, so was out of the office until today (the following Monday).
When I got into the office, I had a voicemail waiting for me. Was from TD, letting them know that they had the password for me, but they couldn't release it over the phone and that I was to call a 1-800 number they provided.
I called the 1-800 number, explained the situation to the person and was told that "I've never heard of that before - someone needing to call this number to get a password" Are you serious?!?
He said he'd look into it. He asked me for my Web Banking account name, which I received on Wednesday. Gave it to him and he was able to give me a temporary password after all.
Off to the races. After a few hiccups on my part (including typing in the provided URL as http:// instead of https://) I managed to log into the system and enter in a permanent password, etc. Found the file area where notifications are collected and there was nothing there. Which is perfecty natural if I hadn't received any wire payments.
Checked my online bank statement and we had, in fact received a wire payment that Wednesday. And remember: I was told that the notification service was active as of Wednesday and any wire payments I received on Wednesday I would be notified of.
By itself not a huge issue and there are some pretty logical explanations - perhaps the wire payment came on in Tuesday but shows up as Wednesday on our bank statement. I don't know. But at this point my confidence level in TD is less than zero.
Replied to an e-mail from the "SBB Cash Management" person and told her:
Hi [Name],
I have my password now and can log into the system.
I was told at the branch that the wire payment notification service would be active on May 25th and include any transactions processed on that date. However I see that a payment came in on that date and I did not receive any notification. How can I access this information?
Best regards,
Mike
I quickly received the following response:
Hi Mike,
Please contact the Cash Management Support Group at 1-800-668-7328 who will assist you with looking into that matter.
Thank you,
Not helpful at all. I'm not looking for someone to contact, I'm looking for a solution to this. Instead of having me contact someone, instead why not have someone contact me?
Before I received the following e-mail, I sent a message to the TD Twitter contact with the message: Still having issues RE: Wire payments. I suspect this will never be resolved. Got the response:
Mike, I'm so sorry. Let me get someone to look into this. Erin
This is much better. I suspect if all of TDs people were as helpful and as useful as their Twitter team, this would have been solved ages ago.
A half hour later, I received a call from Toronto from the same person at the top of this post. I explained the issue to him. He said that the system is active, but that payment was missed for whatever reason (he mentioned something about a number being input incorrectly, which I didn't really understand) and that information about this payment would be sent to my branch along with information on the wire payments I asked for on Wednesday.
Looks like I will continue to playing the waiting game.
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