Date: 28 May 2006
From: James Bergstra
To: Toronto Dominion Bank
Subject: FREE service

I would like to comment on the new FREE offer of no-hassle paper-free banking.

If sending out monthly statements costs the bank too much money, make that the service, and charge for it. Consider offering bimonthly, quarterly alternatives. I find it demeaning and disgusting that TD would try to absolve itself of one of its few remaining responsibilities under the guise of offering a FREE service.

What happened to the service of providing interest in exchange for my investment? How much does that cost?

Date: 29 May 2006
From: Customer Service
To: James Bergstra
Subject: Re: FREE service

Hello James Bergstra,

Thank you for taking the time to provide us with your feedback regarding TD Canada Trust.

Customer Service is the number one priority at TD Canada Trust. We are always happy to receive feedback such as yours in order to provide a comfortable banking experience for all of our customers.

I would like to confirm that the Paperless Record Keeping option was the result of customer feedback and suggestions. Prior to offering the Paperless Recordkeeping option, numerous customers voiced their concern and interest in the option of not receiving a statement. Some customers wanted the option to reduce the amount of correspondence they receive on a monthly basis or even expressed the fact that they were not referring to their statements as they were reviewing their accounts online. We are happy to be able to provide our customers a choice and it is only through client feedback such as your own that we can improve the products and services we provide.

Once again, thank you for taking the time to contact us.

Warm Regards,

[Name Omited]

If someone from TD doesn't like that I posted the letter, just let me know.

My perspective on my first-ever corporate flame is that it was brief, rude, but un-ambiguous. In contrast, their reply was polished and polite, a wonderful lesson in writing! I continue to believe that sending a clearly-worded statement can be a useful and effective gesture, even to an enormous company. Also, flambuoyant rhetoric looks stupid in hindsight [as usual].