As a once-loyal client, I can attest to the fact that Royal Bank customer service has gone to shit, and recent interactions at TD even worse.
With many street-facing branch staff both communicatively handicapped (English as a recent language), limited in their authorities, and apparently without access to more capable supervisor support — what reason is there to believe such a system breeds competency at higher corporate levels?
Three of Canada’s biggest lenders posted quarterly earnings on Thursday, and as was the case at Scotiabank earlier in the week, they’re all putting a lot more money aside to cover loans that might go bad.
Royal Bank, TD Bank and CIBC revealed their financial results to investors before stock markets opened on Thursday, and while all three remain very profitable, they all showed a sharp uptick in the amount of money they’re setting aside to cover bad loans, a closely watched banking metric known as provisions for credit losses.
At Royal Bank, Canada’s biggest lender set aside $720 million to cover loans that either aren’t currently being paid back as planned, or the bank is worried might soon be. That figure is up by 89 per cent from $381 million a year ago.
At TD, the bank set aside $878 million in provisions, an increase of 42 per cent from $617 million this time last year.
But I’m just the customer. If you work on the front lines at a financial institution, tell me what you know.