TD Bank Boston Rd, Billerica

(excerpted from my Yelp review): My father passed away in 2017. It was hard. He was a customer of this bank (Billerica, MA branch). As part of our probate process, and as a trustee of his "estate", I created a new trust account here. This was a mistake. One of the few real elements in my father's "estate" were savings bonds; some as old as 30 years. These were in his name and sometimes, also included my mother's name (also deceased). The attorney for the probate process required me to go to the bank and cash these bonds in. The US gov't is pretty clear on the instructions for how to do this; they assume that any sensible bank would honor them. From the US Treasury website, "Go to a financial institution that pays savings bonds and show adequate identification and any supporting documents that may be required. Before going, it might be helpful to call the financial institution to find out what adequate identification and supporting documents will be needed for your situation." I did exactly this by visiting this branch...three times. Each time I went, a different set of rules were applied. At times, during these visits, some (but not all) of the bonds were permitted to be cashed. I eventually negotiated to be able to cash all of them on my next visit. When I returned, I had the distinct displeasure of having to interact with managers Sergio and Cheryl. The summary ask was that I needed to come back with a new piece of information - this time my Mother's death certificate. Understandably, I felt as though the pieces were moving across the board in arbitrary patterns and asked if they could provide a clear list in writing of what was needed in order to finally close on this task. The answer, "No. we can't provide every bank policy in writing. we are too busy for that." My question back, "I understand that it's not standard practice, but given that each time I return, there are new people and new rules, would you be kind enough to summarize these in writing as you will honor them?" Cheryl's reply, "No. I told you verbally and that's all I'm going to do." It wasn't just the words; it was the smirk, the seeming pleasure in making this difficult and kafka-esque that really caught my attention. I will, of course, be removing every dime I can from this bank once the probate is fully settled for my Dad. But, I want to forewarn anyone that might consider doing business here that the people that work there whom I've encountered are the types of people a rationale person actively seeks to avoid, and this seems to be driven from the management level down into all who work there. Customer service is poor here. Be forewarned.

Horrible service. I made a mobile deposit. I double checked my account to make sure it went in. I took a pic of it. The next day it was not there. I went to the bank and they couldn't find it either. I showed them the PIC and they told me to come back with the check and manually deposit it. I told them that because of this delay would there be bank fees. They told me not to worry that since it was a bank error, they would credit the bank fees. Bank fees came on the following day and they refused to credit them. They are notorious for saying one thing and doing the opposite. I swear they do these things on purpose to make extra money. The reason I take PICs of my account is because their ON LINE service show one thing on line and it's completely different the next day. I have brought this information up to them before and they say that some fees don't show up at all until later on. Unacceptable.

Cheryl, Manager, outstanding, such a great person and has gone above and beyond more then once, sincerely grateful.

Paul is the worst. Don’t even try to get help by him because he is just useless and only want to speak and not hearing the customer side.

The drive thru atm is consistently malfunctioning and eating cards. The staff is well aware but does not seem to care or have any intention of fixing it.

This branch helped me secure a loan for a vehicle. Very please with my experience and I enjoy having a TD so close to work.

This td bank never seems to improve they just keep going down hill!