TD Canada Trust

I want to share my recent poor experience at Td Branch (Crowfoot, Calgary location) last January 4, 2022. We went there to pay lumpsum payment to close our mortgage. It was supposed to be a milestone and an exciting experience for us. Instead, the opposite is true. Prior to closing our mortgage, the Td Mortgage hotline assured us that we won't be penalized for closing our mortgage early since our closing amount would be below the prepayment allowable limit. Surprisingly, we were penalized and therefore had to disappointedly write the cheque for this. After looking into it further and contacting Td on multiple occasions as well as re-visiting our main branch a few times; we eventually learned that Nathan, the staff at the Crawfoot branch should have made the lumpsum payment first Prior to closing the mortgage to avoid having us to pay the penalty. Ultimately, this entire experience costed us time, money, stress, and headache for trying to sort this out. This frustrating orderal should have all been avoided if the transaction was done properly by a competent staff. Having said that, I do acknowledge that people do sometimes make mistakes. However, it is unacceptable for the branch not to correct said mistake, let alone acknowledge it. We were planning to buy investment with Td but because of this experience, we are now second guessing whether to trust Td with our hard-earned money. We felt like being ripped off and disregarded. This experience was supposed to be memorable because this is an exciting milestone, instead it has become memorable for other reasons. It is my hope that this branch attend to this issue and make the appropriate corrections on or before Friday, January 14, 2022, otherwise, I certainly would look into escalating this issue further. I will update this review with respect to outcome and how they correct this.