Complaints

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

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  CIBC

  PO Box 15 Station A Toronto, ON M5W 1A2

• 

  Cibc

  5 Fl 400 Burrard St Vancouver, BC V6C 3A6

• 

  Cibc

  796 W Broadway Vancouver, BC V5Z 1G8

• 

  Cibc

  PO Box 1235 Stn Main Coquitlam, BC V3J 6Z9

• 

  Cibc

  300 - 177 Victoria St Prince George, BC V2L 5R8

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.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 use an accounting program for my business, Wave. In the last year they have offered the service of invoices being paid directly through them, then Wave sends the funds to my bank account. I opted in in Nov as one client likes to collect points using their ****. I set up my banking information but it turned out the transit number of my branch isn’t the bank I have used over 20 years. There have been 5 transactions processed through Wave.
  Nov 1, 2022 $142.14
  Dec 2, 2022 $344.40
  Dec 5, 2022 $324.53
  Jan 3, 2023 $497.78
  Apr 3, 2023 $1788.71
  I realized the funds had not been processed and deposited into my account and had Wave checking into why? They came back to me that the funds had been deposited and their IT department verified they had actually been deposited into an account at the CIBC Sunridge branch.
  I contacted CIBC and was told to contact the telephone banking number for which I did Apr 6th. ******* from Halifax was my contact. Once I explained the situation to her she advised me the funds would have been returned if the transit number was incorrect and not to worry as they would not have been deposited. After a week going after Wave regarding the supposed return they verified the money had not been returned and they have provided transaction details for the last 2 deposits. I contacted the Thornhill branch that my accounts is actually at and they again advised contacting the telephone banking number. I then proceeded to contact the Sunridge branch and left a detailed message on Apr 10th. I received a call from Annie advising she will need to check with a supervisor and I may need to come into the branch. A week passes and no calls. I call back on Apr 15 and am advised that they are doing the transfer and it could take a couple days. Apr 22 left a message with ****** as the funds are still missing. No call back. Apr 22 I called telephone banking and again told me it could take a week. I have left 7 messages and no one returns my calls from Sunridge CIBC. No funds?

  Customer Answer

  Date: 26/05/2023

  I heard from ***** CIBC Customer Care
  Friday May 12. I filled her in a with the details of the issue.  She advised she'd check into it and to give her a couple days to respond. The funds were deposited into my account on May 15th.

• Initial Complaint

  Date:28/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 got CIBC ** Conversion Pre-Paid **** last July and used on my trip to Europe in August, 2022. They are advertised that you will receive 1% cash back on all your spending. With repeated calls and emails since several months, I have not received any response except the standard email that they are working on my request. I am not the only one, even my son used his card in the same trip and never seen any cash back. I think it is a marketing trap and looks like they are not giving cash back to anyone. Please help me resolve this issue.

  Customer Answer

  Date: 26/05/2023

  I have received call from CIBC and my complain have been resolved.

• Initial Complaint

  Date:06/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 experiencing an issue with CIBC's Fraud activity monitoring program, relating to CIBC interac **** Debit card. There was a suspected transaction from *****.***/**** that resulted in my interac card being restricted. I've called the number specified to deal with such matters now six times and have left request for call-back and/or was left waiting on hold for inordinate amounts of time and was unable to speak with anyone.
  
  As well, I've now been into the ********** CIBC branch now four times to try and deal with this, but to no avail. The branch attendants were not able to solve the issue in-person, due to the requirements of the call-centre. The instances of fraudulent activity and customer service at CIBC, is now well-beyond acceptable. I have experienced three occasions where my card was targeted, starting approx. four years ago - the first two times occurred when I was with the ****** branch.
  
  My card is tied to my business and I've now had five payments to my service providers rejected due to the restrictions, including ** *****, which now carries with it the specter of disconnection if I can't get this situation resolved asap. * *** * ******** ************ ** ****** ****** **** *********** *** ***** **** *** **** ******** ** *** **** *** ****** ******** ****** ***** ***** ** ************** ****** ** *** ***** *** ****** *** ******* ** ********** ** ** ***** **** ******* **** ** *********** ***** *** ***** **** ********* ******* ******** * ***** ** **** **** *** ***** ******** *********** **** ** **** ***** ** *** ****. The issue being investigated is a fraud to begin with and seems counter-intuitive and offensive to not be provided the opportunity to deal face to face and have the situation resolved at once re; issue a new card etc.. which this morning, with one of your attendants we've tried, but the system would not let us. I request an in person meeting with a manager at the ********** CIBC branch and to have a new card issues immediately

• Initial Complaint

  Date:03/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  1)CIBC had failed to mail me my expired CIBC bank access card.
  
  2)After I had signed on to the CIBC online banking website, I had applied for a personal line of credit online with all my personal information already provided. After a few days, a CIBC agent called me during my working hours regarding my personal information repeatedly. This defeats the purpose of the application at all.

• Initial Complaint

  Date:31/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been waiting for over 2 months for issuance of my late mother's TFSA which is not subject to probate. The estate department doers not speak to customers and the local branch is less than helpful. I want to know why they are refusing to release the funds. I have done everything they have asked and yet, nothing has been done.

  Customer Answer

  Date: 24/04/2023

  Issue resolved.

• Initial Complaint

  Date:28/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been trying to transfer out my registered accounts outside of CIBC to *********, and this has been a long process with multiple phone calls made with no resolution. This has resulted in negative balances in both my RRSP and TFSA. Now the TFSA they told me would be rushed but nothing has happened. I have contacted them multiple times to try to make a trade and I have been told that I can't because of the transfer process. The reason I want to place a trade is so that I can cover the negative balance but they have both said I cannot because of the transfer process and that it should be done soon but I continue to wait and now there are 2 interest charges.
  
  Also specifically I talked to ****** the last time and I explained that I talked to 2 different traders who said that I cannot placed a trade. He continued to assure me that he sees nothing wrong and that I will be able to. I had to explain to him multiple times that I was told I could not. He then talked to someone and explained to me that I can't make a trade. I asked him why he told me that I could and he said that he specifically said "you can make a trade, not that you can sell". I really did not appreciate him arguing semantics with me instead of apologizing.

  Customer Answer

  Date: 24/04/2023

  Hi, with regards to my complaint it has been resolved finally. Thank you

• Initial Complaint

  Date:27/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 writing this letter to express my extreme dissatisfaction with the customer service experience that I have had with CIBC over the past 14 months. I have been attempting to close my account with CIBC and cancel my credit card for almost 14 months now, and I have encountered nothing but frustration and inconvenience during this time.
  I have spent over six hours on the phone with various customer service representatives, and during this time, I was locked out of my online banking app with CIBC and could no longer see what transactions were being processed. I spent more hours attempting to gain access to pay the final amount owing, and despite my best efforts, I was unable to resolve the issue. I finally went into a branch to attempt to resolve this issue, but to no avail.
  During my last interaction with CIBC, I was assured that my card was cancelled, and the amount owing would be void in acknowledgement of the struggles I have endured (less than $30). However, credit card statements continued to arrive at my home, and I have been told that I now have to pay the balance outstanding. I have spent an additional two hours on the phone trying to resolve the issue, but it seems that I have been getting nowhere. ******, the credit card CSR I spoke with this evening told me it was his professional judgement that I did not warrant the amount owing to be waived.
  For over a year, I have been held hostage by CIBC and this terrible customer service process. I have had to log many hours of personal time and have been transferred from department to department. This has been an incredibly frustrating and time-consuming experience for me, and I feel that my concerns have not been taken seriously.
  I am writing to escalate a formal complaint and to register my extreme unhappiness related to the time I have spent trying to stop being a customer of your bank. I would appreciate it if this matter could be investigated, and if possible, the issue can be resolved as soon as possible.

• Initial Complaint

  Date:27/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 fraudulent charges come out of my account almost $200 worth from an unknown place. I called the bank and they cancelled my card told me to go into the bank to get a new one and I would get the $ back in ten days. I have my car loan that is coming out in the morning and will now bounce because of them. I have had to have my card replaced more then 10 times and my kids because of “fraudulent “ charges on our account and they just cancel and make us come in for a new card

• Initial Complaint

  Date:24/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted on March 15 regarding my overdraft account, at that time I made payment arrangements to get the balance in a positive stating on the 16th 60-100 would go in the account and then 100 every two weeks, with possible additional 100 on the 24th if we could afford it, till it was paid up. My husband finished the arrangements and it was done. I recieve a threatening letter the next week and I called on March 20th again creating payment arrangements where on the 24th the remaining balance due of 165 would be paid. ON MARCH 22 I RECIEVED ANOTHER CALL REGARDING THE ACCOUNT AND WHEN I SPOKE THE AGENT I TOLD HER WE HAD ALREADY MADE PAYMENT ARRANGEMENTS AND THE DEADLINE WAS AT THE END OF THE WEEK. She confirmed the information was there but said they will keep calling till its paid and she cant stop the calls and all notes are in the account from both times. I requested a manager and was denied stating i had to wait up to 24 hrs for one to call me back. Even when arrangements are made they call multiple times trying to get more when the deadline has not even been reached for the original agreement made. It’s complete harassment at that point.
  I would like the remaining balance now of the overdraft to be forgiven as they continue to call and harass me when they havent even given me a chance to pay. There has never been 2 weeks that money has not gone into that account and sometimes weekly.

  Business Response

  Date: 18/04/2023

  Thank you for the follow up. Please note, the matter has been resolved to Clients satisfaction and in a positive manner acceptable to the Client.    

• Initial Complaint

  Date:17/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 *** ****** conversion prepaid **** card. I tried to contact CIBC regarding the renewal of my prepaid **** card which expired in November 2022. I talked with them. I'm expected to show them them ID, utility bills rental lease for the apartment. The service representative kept hemming and hawing about it and I was told that they would be able help me. I had to close the account because my request was not met. It is not like its a real credit card or anything. It has my own funds on it. I had issues with the password as I forgot it. I tried to reset the password but but it gives a code that I have to apply for the password reset function to work. It has a 30 second time limit in order to enter the code. Every time I cannot log in or unable to enter code. Also CIBC prepaid **** smart card has been discontinued for an unknown reason. I rely on these cards as my credit rating is not so great.