From:	XXXX
Sent:	February-27-14 7:03 PM
To:	Consumer Code / Code consommateur
Subject:	Poor XXXX Customer Service

To Whom it May Concern:
 
Most often I do my personal or investment banking electronically. Problems are rare.
 
In-person transactions with the nearest XXXX branch in XXXX are 
too often problematic. They don't seem to be able to handle non-routine customer 
services very well. Training is always on-the-job and the teller invariably has to go find 
someone for help.
 
Here's my most recent example:
 
On January 24, 2014, as directed on the phone by a XXXX representative, I 
went to the branch with a document asking XXXX to redirect my next RRIF 
payment (due February 10, 2014) to my personal XXXX account rather than 
to my bank account (I was clearly changing instructions and I understood they needed 
my request in writing).
 
The teller cheerily said she would fax my document to XXXX as soon as she went on a break.
 
On February 11, 2014 I realized the RRIF payment had been deposited in my bank 
account rather than in my XXXX account.
 
I contacted XXXX using their 1-888 number and asked why my requested 
change hadn't been processed. The representative said they hadn't had enough time to 
do it. Only after three or four requests to speak to her supervisor was she willing to put 
me through to him, but he had gone  home and would call me the next day. He did call.
 
After some checking, the supervisor informed me they had only received my request 
February 1, 2014 (interestingly a Saturday) and couldn't complete the change as they 
required ten business days to implement a request like mine. My notation to him that the 
funds were to be moved internally, from one XXXX account to another, fell on 
deaf ears. He insisted the source of my problem was at the branch level.
 
On February 13, 2014 I went back to the branch and spoke to a gentleman at the 
reception desk. I told him my story, gave him a copy of the original document the branch 
teller had said she would fax to XXXX, and asked him to look into whether 
the document had been faxed or perhaps just mailed. My name, address and phone 
number were on the copy I left with him. I described the teller to him. He knew who I 
meant but she wasn't there at that time.
 
I mistakenly told him the review was not urgent but he did say he'd get call me at home. 
Today is February 27 th. I've had no contact from the branch. If I've recovered enough 
from the viral infection I've had this week, I'll visit the branch tomorrow.
 
Sincerely,
 
XXXX