Name: Svitlana Pokynchereda
Item: Svitlana Pokynchereda
Rating: 1
Author: Chris S

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Chris S

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Svitlana contacted me regarding my mortgage renewal, a week before the maturity date.

After responding to her immediately Friday morning, Saturday and Monday, I did not hear back from her until Tuesday, despite advising her that time was of the essence and providing her with all the necessary / pertinent details as per what I was trying to negotiate.

I did state that I was looking for a discretionary rate based on a multitude of things. I had been in contact with 2 other contacts (Mortgage Broker + another Big Bank). Perhaps she didn’t like the fact that I knew a bit more than the average guy or maybe she just didn’t want to budge as I asked for a specific rate based on something that was offered to me elsewhere (with documented written proof).

She basically responded by saying she wasn’t in the office, hence why she was responding Tuesday, however, her hours clearly show Mon-Fri with times. No apology, nothing. She advised me that that rate could not be matched and advised me to go elsewhere based on the current situation around the world. She didn’t take into account that to do so would cost me in and around $1500+, so why not respond with a competitive rate?

I responded to her email to ask what she could offer and she simply didn’t respond. Never have I been more disappointed in any Mortgage Specialist in all my life! I was treated poorly.

However, I did end up dealing with a fantastic TD Rep and ended up getting a rate that was 0.1% higher than what I was after, so why did she tell me to go fly a kite? Only she has the answer to that question.

Svitlana offered me only frustration and stress. I lost those days communicating with her during a time where I only had 7 days to commit to something based on my maturity date. There’s absolutely no reason a Mortgage Specialist should make your experience harder and that’s exactly what she did. She offered zero options and zero apology.
5 years ago
Chris

Knowledge

Quality of advice

Value for fees

Svitlana contacted me regarding my mortgage renewal. Yes, she contacted me as my maturity date was upcoming at end week.

After responding to her with all my information combined with the fact that I stated I only had a few days til maturity date, she simply took her time responding, without a care in the world, despite providing detailed hours of operation. I emailed her approximately 4 times providing her all the details, exactly what I was looking for, as well as an offer I was given by another institution and I gave her my availability.

I received an email 4 days later that was extremely abrupt and brief. It entailed an excuse that she wasn’t in the office followed up with the fact that she could not match what another institution offered me (even with a legitimate written quote from the other institution). No apology, nothing.

I thought ok, I understand that with what’s going on in the world (confidence is low + banks are creating buffers due to the uncertainty), that I may not get what I want from a Big 6 bank, however, perhaps I could negotiate something a little better as staying with TD would make life a lot easier during these times (changing lenders would incur other costs/fees + a bunch of foot work that would be difficult during a pandemic ). So, I responded to her asking what she could do for me, only to never hear from her again.

Her behavior was very unprofessional and absolutely unacceptable. She clearly gets something thrown across her desk and goes through the motions knowing it will get passed on to someone else. If this is the level of Customer Service / Satisfaction with TD, then perhaps I need to move on, despite the difficulties presented to do so. Hopefully her Manager will do something about it as I plan to contact the branch soon.

As the old saying goes…. Do not bite the hand that feeds you. There are always ways to bite back.
5 years ago

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Svitlana Pokynchereda

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