Complaint Review: TD Canada Trust

I called TD to cash in some of my points from a recent transaction and the individual I was speaking to on the phone said that I should upgrade my TD Visa card from their TD Classic Travel Card to their TD Aeroplan Visa Platinum Card.  I really didn't want to because of the headaches of switching to a new card.  I had monthly payments coming off my old card and it's simply time consuming to update all my information.  It was free to listen to what this gentleman had to say and what really caught my attention was the fact that he told me that:

  1. I would get 10,000 Aeroplan points for switching cards

  2. The annual fee was waived for one year

  3. I could transfer points 1:4 from my old card to the new card

  4. I could book a flight within the next year (By Dec 31 2014), and get a second return flight ticket absolutely free as this was a promotion with the card

Ok, when he told me about point #4 above, I didn't believe it.  It sounded too good to be true so I literally stayed on the call and had him assure me that this was the promotion.  The individual from TD assured me that when I booked a flight the second ticket would be a return flight free.  I asked specifically about flying to Vancouver.  He assured me that when i got to 25,000 points I could book a flight to go to Vancouver.  If I booked it prior to Dec 3 2014, I would get another return ticket free with this promotion.  He assured me that right away I was winning and that he personally upgraded to the card.  Long story short, I spend a fair bit of time on the phone and because of what the TD Visa agent explained about the promotion I agreed to switch.  A week later I get my new card, read over the information included in the package and don't see any mention of the free round trip ticket.  That's a pretty big selling point in my opinion so I decided to call TD Visa last friday and ask for more information. I spoke with Nevada Jan 24th aproximately 6:15PM and asked my questions.  Well, to my surprise, she informed me that the agent miss informed me about the card I was getting and that the promotion is not available.  I kindly asked her to pull the phone call and listen to it and tell me what they were going to do.  I had also asked about the points balance transfer they had put on the new card and she informed me my points were less than 100.  My points should have been around 1,000 and I asked her to fix this also.  She put me on hold, talked to a manager and then came back to tell me that they would pull the call, review it, and then give me a call back in one week (Friday Jan 31 2014), which they have failed to do.

At this point, I feel like I have wasted a bunch of my time.  I have a card that is almost $100 per year annually, I have to switch all my monthly payments and change all my online account numbers.  I was looking forward to booking a trip for my family to Vancouver before next year with the promotion I thought I was getting and up until Friday I was trying to be very nice and wait it out.  Generally, TD customer care is very good.  I have been burned three times with this expierence and I'm now sitting here wondering why I pay so many fees every month, why I stay with them.  If this is how they value me as a customer, there are many other choices out there.  I just simply don't have time to deal with a company that has lousy service.  TD - get your act together.