TD Bank has cancelled more than $41,000 in outstanding student debt that it had demanded from a Quebec mother following the death of her daughter from breast cancer. The decision came after a lengthy dispute and an investigation by CBC’s Go Public team.
Joyel Singfield, who lives in Gatineau, Quebec, co-signed a $40,000 student loan for her daughter, Maari, in 2020. The loan included life insurance intended to protect the mother from financial responsibility if her daughter died. However, after Maari passed away in January 2025 at the age of 30, TD informed Singfield that the insurance coverage had expired, leaving her responsible for an outstanding balance of $37,806.
Maari had obtained the student line of credit to complete a graduate degree in counselling psychology. She graduated in 2023, but her loan was subsequently converted into a personal loan. TD later explained that this conversion automatically terminated the original life insurance policy and required a new arrangement.
Singfield argued that neither she nor her daughter had received proper notification about the cancellation or the opportunity to renew the insurance. She also questioned the bank’s handling of the situation, particularly after learning that it took approximately seven months to clarify why the coverage had ended.
TD provided a letter that it claimed to have sent Maari in November 2023, explaining the insurance renewal requirements. However, the document had no date, and the bank could only provide an estimated mailing date. Investigators also established that Singfield had not received a separate notification about the important insurance changes, despite banking regulations requiring co-signers to receive relevant loan information.
The mother initially challenged TD’s decision, but the bank’s internal investigation maintained that she was responsible for the outstanding amount, including accumulating interest. She subsequently approached the Ombudsman for Banking Services and Investments (OBSI), which supported the bank’s position regarding her liability. The organization recommended that TD cover $1,577 in unpaid interest and provide an additional $500 in compensation for emotional distress. Singfield rejected the proposal, considering it inadequate.
Following CBC’s investigation, TD reversed its decision and eliminated the entire outstanding balance, which had increased to $41,188. The bank stated that it had handled the account appropriately but decided to assist Singfield because of her difficult personal circumstances.
The case has raised broader questions about consumer protection and the difficulties individuals face when challenging major financial institutions. According to the Financial Consumer Agency of Canada, banks reported handling more than 236,000 customer complaints during the 2025–2026 financial year, with approximately 31 per cent unresolved to customers’ satisfaction.
Consumer advocate Duff Conacher argued that ordinary customers often lack the financial and legal resources needed to challenge powerful banks. He recommended establishing an independent financial consumer organization to provide legal and professional assistance to people involved in banking disputes.
Meanwhile, Queen’s University law professor Erik Knutsen questioned the bank’s failure to provide convincing evidence that the insurance notification had been properly delivered. He also expressed concern that media involvement was necessary to secure a fair resolution.
Singfield said the prolonged dispute added considerable emotional pressure during an already devastating period for her family. She believes many consumers may lack the time, energy and resources to pursue similar complaints against financial institutions.
Keywords
TD Bank, Joyel Singfield, Maari Singfield, Canadian banking dispute, student loan debt, life insurance, breast cancer, consumer protection, CBC Go Public, banking complaints, Quebec mother, financial accountability, OBSI, Canadian banks
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TD Bank cancels a $41,188 student loan debt after a Quebec mother challenges the bank over insurance coverage following her daughter’s death from cancer.
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