We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bank

CIBC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

Complaints

This profile includes complaints for CIBC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

CIBC has 128 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • CIBC

      PO Box 15 Station A Toronto, ON M5W 1A2

    • CIBC

      PO Box 4058 Station A Toronto, ON M5W 1L8

    • Cibc

      400 Burrard St # 1200 Vancouver, BC V6C 3A6

    • Cibc

      1410 3rd Ave Prince George, BC V2L 3G2

    • Cibc

      3 Fl 400 Burrard St Vancouver, BC V6C 3A6

    Customer Complaints Summary

    • 214 total complaints in the last 3 years.
    • 87 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The date of the transaction was 2025-06-04.

      I booked flights using CIBC ** ******* *******. *** ** * ****** ****** ***** ************* I needed to change my flights. My itinerary said there was no change fee beyond paying the fare difference. I went to change the flights and was directed to CIBC's virtual assistant than then directed me to CIBC's flight search platform; I was shown multiple flights with available seats that required zero cost to change. However, when I went to click those flights, it said the flight was not available and to try another flight. I tried multiple flights, including those that would incur a cost and I was still unable to change my flight. At no point was I directed to a travel agent. I went back to the modify my booking page and was again directed to their chatbot. I looked to see if it was possible to cancel my flight. The chatbot said I would be issued a flight credit. When I clicked on the "how flight credits work" button, they noted that "the airline may charge a change fee when you use the credit. Also, expect to pay any fare differences and taxes/fees". I assumed that the fare differences and taxes/fees would relate to the taxes/fees traditionally applied to airfare. I proceeded to cancel my flight and apply a credit valued at $363. I used the "search flight" button below my fare credit and saw the flight I wanted was $371. However, I was unable to apply the credit on their online platform. When I called to book, the travel agent quoted me a fare of over $800. After a discussion, they told me that they would reduce the price to approx $200 over the market fare. To be clear, this isn’t a request based on buyer’s remorse or a change of heart. The website failed to provide full information at the time of cancellation and rebooking. This directly impacted my decision and caused a financial consequence that I couldn't reasonably foresee. That falls within the realm of a customer service failure or system flaw.

      Customer Answer

      Date: 27/06/2025

      I am writing to confirm that my dispute with the company has been resolved tied to the account below has been resolved.

    • Initial Complaint

      Date:16/05/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out to formally request assistance regarding a promotional issue with my savings account at CIBC.

      According to CIBC’s stated promotion, customers were eligible to receive a $200 reward upon fulfilling the following conditions:

      1. Successfully obtaining the chequing account opening bonus.
      2. Depositing $10,000 into a savings account and maintaining the balance for at least three months (excluding the month of account opening).

      I opened my account in August 2024 and deposited the required amount into my savings account, keeping it there until January 2025 —well beyond the three-month requirement. Earlier this year, I successfully received the $400 chequing account bonus, confirming that I met the eligibility criteria. However, despite fulfilling the stated terms, I have not received the $200 savings account reward.

      After contacting CIBC, I was informed that I did not qualify for the offer, but no clear explanation was provided. Given that I strictly adhered to all requirements and have already received the chequing account bonus, I strongly believe that I should be eligible for the savings account reward as well.

    • Initial Complaint

      Date:16/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CIBC seems to have cut off access to my accounts and credit card without warning.
      Every time I call I get bounced from agent to agent trying to find out any information and they tell me nothing. I have wasted hours trying to get an answer. * **** **** ******* ** *** ***** *** ** ****** *** **** **** ***** **** ** ********** ************ ****** *** **** ****

    • Initial Complaint

      Date:12/05/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had informed CIBC that I will be out of the country from Feb to May. My insurance premiums are pre-authorized debits on my credit card. * **** **** ** ********* ******** *** **** ** ***** ** **** ** ****. These charges were declined by CIBC. I had a very good standing, had informed CIBC re absence. I was charged nsf fees by my insurance co when it was declined. I had to make several calls from overseas. Tried calling them and had to wait a very long time. ******* **** ***** *********. She lied saying she called my long distance no which she never did, called me on ******** when there was no call. **** **** *****
      Then she promises me that my $100/= fee will be reimbursed. She is not returning my calls nor paying the amount as credit. Then one ******* calls promising the dues will be set against mycredit card. Nothing happened.
      Honestly they lie repeatedly with no remote.
      I NEED MY $100/= FROM CIBC AS PROMISED ** ******* ****.

      Customer Answer

      Date: 03/06/2025

      This matter was resolved amicably after lengthy discussions.

    • Initial Complaint

      Date:10/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It has been three months there is this company that keeps withdrawing money from my account and the bank informed me that they would stop *** ******** ******* from making withdraws from my account. I have been in contact with and they informed me to cancel my previous card and get a new one, but this business is still withdrawing money from my account. I want them to fix this issue. I have not made any purchases from *** ******** ******* recently the last time was last year.

    • Initial Complaint

      Date:28/03/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ** **** *** I applied CIBC ******** credit card from CIBC website in Feb 2024. Based on the CIBC webiste, it shows 60k points and 2 annual fee rebates.

      but they charged my 2nd year annual fee and only give me 50k points.

    • Initial Complaint

      Date:20/11/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ***** ****** *** *********** My voicemail states that I can no longer verbally communicate, messages CANNOT be returned and contact via Email only. They have called 46 TIMES and listened to this message. They even left 3 messages that I CANNOT LISTEN TO! They have yet to contact me via Email! How can I get them to STOP CALLING my phone!!!

    • Initial Complaint

      Date:16/07/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged monthly fees of $29.95 from May 31, 2023 to present. I spoke to the branch on the phone and setup a personal meeting with the branch representative. I was requesting them to remove these charges as I never received any email from them regarding the change in monthly fees. I explained to them that these charges have been accumulating on my account for several months without any notice to me. I then exchanged email conversations with ***** ****** Financial Service Representative and **** ******, but they did not respond back to me despite my several emails and phone calls ***** **** **** ******** *** *********.

      I am seeking refund for these charges from the first day.

    • Initial Complaint

      Date:18/06/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********* charged me multiple times for something I did not purchase and despite advising CIBC of this after several times, no proper investigation was completed on CIBCs end, as CIBC continued to allow these charges to get processed through my bank account. After multiple occasions of this occurrence, I closed my account and requested a new bank card, still to no avail as CIBC still permitted these transactions to be processed. ********* issued a refund for five transactions totalling $107.30 on April 4, 2024 (on an old debit card) and I have been promised on multiple occasions by CIBC that the refund would get processed. It has now been two-and-a-half months since ********* issued the refund and I have been very generous in terms of the time I have given CIBC to process this refund. * **** ******** *** ****** ****** ** ***** ********* **** ** ** ***** ** **** *** ***** * ***** ******** *** ***** *** ** *****

      Customer Answer

      Date: 17/07/2024

      Hi,

      I am just advising you that this matter with CIBC has been resolved.

      ******* ******

    • Initial Complaint

      Date:28/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There were some unauthorized transaction on my debit account with CIBC they took extremely long to go through the internal process and after I took the case to all **** and **** they realize that the bank was at fault and the bank offered me half of what I lost

    CIBC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.