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Business Profile

Bank

CIBC

Headquarters

This business is NOT BBB Accredited.

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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.

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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

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/03/2023

      Type:Product Issues
      Status:
      Unresolved
      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 booked a flight in December 2021 for early 2022. However with the omnicron variant appearing *** ***** ** ******* ***** * *** ********, I had to cancel. I booked through my CIBC Aventura credit card and paid $500.
      When I initially wanted to cancel I mistakenly called ******* who then told me I have to call CIBC, not them. I called CIBC and was able to cancel and did advise them that I *** ******** and unsure when I can travel next. I recently called to check on my travel credit and they told me it’s expired. I filed a complaint with their Client Care department who then tried to see if I could get an extension. The case manager assigned was **** *****. He said that the CIBC Rewards Centre advised him that the credit was with *** ******, not CIBC and even though I couldn’t travel *** ** ****** * ****, they are unable to extend my credit. The funny part is the flight was with *******, so why are they telling me that the credit was with *** ******? I was under the impression the credit was with the rewards centre as they never stated otherwise and sent **** the screenshot of my booking which he confirmed afterwards did end up being with CIBC.
      I was even told back in January 2022 that I could extend my credit for a small fee but they seemed to have removed this option for me.
      All they could do is give me $300 of my $500 that I originally gave them.
      *** **** ****** * ******** ****** ** ***** ******** ** ******* * *** * ***** * **** **** ************** ******* ********* ******* *** ******* ** ****** ** ** ********* *********** ************* **** * ***** ****** ******** ******

      I wanted to add to my complaint that CIBC Aventura rewards advertises itself as “flexible,” when it isn’t. 

      Business Response

      Date: 08/03/2023

      Good afternoon,

      The complaint was escalated to the Client Care office on February 21, 2023.

      This has been resolved to the clients satisfaction.

      Thanks,

       

      Customer Answer

      Date: 08/03/2023



      Complaint: ********



      I am rejecting this response because:

      I only received a partial refund of $300 which wasn’t to my satisfaction but to the case manager’s satisfaction. He said there was nothing else he could do so I have reached out to the BBB. I did tell the Case Manager I’d be filing a complaint with the BBB.  I would like to be reimbursed my additional $200. I’m willing to accept this as a travel credit or have the funds refunded to my Aventura credit card or I could even be refunded my annual membership amount of $140  

      I was never given anything in writing in regards to when to use my travel credit by or any information pertaining to it. My booking was made during COVID so I do not understand why I was given a time limit and nothing in writing. I was unable to extend it because of CIBC’s rules despite the booking being made during the ongoing pandemic. * *** ******** *** *** * ***** **** **** ******* ***** ****** *** *** ******* ** **** ****** ******. CIBC should be sending something in writing to clients who are given a travel credit to avoid any confusion. 


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

      I do not understand where my money has gone. With rising costs everywhere and inflation, I am very disappointed in CIBC withholding my money as I have been a long time customer. I was led to believe that booking with CIBC Rewards was the “better” way as they advertise flexible travel and other bonuses. I will not be booking through CIBC rewards again as I have lost my faith in this group. 


      Sincerely,



      *** ***

    • Initial Complaint

      Date:23/02/2023

      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 complaint is regarding a purchase I made on Feb.3/2023, for the amount of $27.72, the cashier asked me to tap my card again, as machine indicated not complete, receipt shows TRANSACTION NOT COMPLETED, but the amount was deducted anyway from my account, this is an ERROR, I have contacted the call center to have this resolved,each time I call I am given different information, first time, was advised I would get my money back in 5 days, this was supposedly a SUPERVISOR, then second time agent had no idea of my previous call, transfered my to ******* ******** *****, she said I have to wait another 30 days, I am so disappointed the manner this has been handled,being a loyal customer and this is how you treat your customers, all I ask if to have my $27.72 back in my account, today not in 30 days.

    • Initial Complaint

      Date:21/02/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Good day

      I have an issue with my credit score it went down by 46 points by Feb 2023. And 51 points by Nov. 2022
      When I called ******* to get the reson.They informed me because I usage exceeded by 50% of my limit.

      I adv. It is a promotion cibc have to get money of credit card and return back after 1 year with zero interest.

      They informed me to call cibc and let them inform them about that issue, and they have to contact us to correct that one

      I called CiBC and created a case no.******** after they informed me we are not able to inform ******* to fix your score

      Please I need your help to fix that issue for me

      Regards
      *****

      Business Response

      Date: 17/03/2023

      Good morning,

      The complaint was escalated to the Client Care office on February 14, 2023.

      This case has been resolved.

      Regards,

    • Initial Complaint

      Date:15/02/2023

      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.
      Cibc banking system was not working Friday.
      I was trying to transfer money from my savings account into my chequing account and it wouldn’t work. It kept saying that it went through and didn’t .
      I had a payment coming out Friday night which is why I was trying to put the money through into my chequing account.

      Saturday I tried again and it finally worked.
      And it said it covered the payment , I also got a text stating it should be fine as well.
      Everything seemed fine then today it says it bounced my payment again.


      GoodLife charges me 25$ nsf , cibc charges 45$ this is 70$ for a payment that I had enough money to pay. . .
      *******, CIBC account ending in **** may be short funds. Please transfer funds by 12PM noon AT to avoid a declined payment.

    • Initial Complaint

      Date:07/02/2023

      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.
      CIBC claimed a personal loan was taken out in my account. I never did this and they filed a charge to a credit collections in 2020.. I filed a police investigation of fraud and also did many reports with CIBC themselves. I was informed in 2022 December this was written off and a letter was sent to me. I find out from ******* CIBC still has this line of credit destroying my credit rating. I have dealt with Tyler Lisa Kerri Ann Frankel and many more employees who do not take the escalation clearly and simply threaten me to pay , I am being ******** and my credit rating ruined . I need this line of credit corrected and released. It is a fraudulent matter.

    • Initial Complaint

      Date:02/02/2023

      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.
      I opened a chequing account online, was told I needed to go into the bank with 2 pieces of ID which I did. CIBC sent the account to fraud department for some reason and held on to insurance money that was deposited into that account. When I called to find out why I don't have access to money they said I had to bring in 2 pieces of photo ID, a utility bill, tax assessment and employment verification. I went into the branch and supplied all of this information and my account is still on hold almost a week later. I have opened bank accounts online before and have never had to present all of this information and have never had an account frozen. CIBC is the worst bank to deal with. I'm being treated like a criminal and all I did was open a bank account online. **** ** *** **** ********** ******* *** * ** ****** ***** *** **** ** ***** ** ***** ****** *** ** ******. How can an institution just keep your money? I will be going into the bank tomorrow and not leaving until my money is released. ** *** **** **** **** ******* I regret opening this account and will be closing it as soon as I have access to my money.

    • Initial Complaint

      Date:15/01/2023

      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.
      I earned a $190.52 reward for using my CIBC ****** ********** during 2022, my account was always in good standing and CIBC doesn’t want to give me the reward because I closed my account in November 2022.. It is an unfair *** ******* practice from the bank..

    • Initial Complaint

      Date:15/01/2023

      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.
      I keep getting two statements each month and am expected to pay twice to avoid interest on my credit cards. I have spent 6 months trying to get CIBC to send one statement per month. Contacting them is almost impossible and they do nothing. Probably the worst service I have ever encountered.

    • Initial Complaint

      Date:10/01/2023

      Type:Product 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 has failed to close the two debit card accounts that were compromised and put into overdraft as of July 17, 2022, despite destroying the debit card. They investigated the matter and issued me a refund as of August 18, 2022. I expected the accounts to be closed, but they weren't, and they incurred overdraft fees as a result. CIBC has asked me to pay the overdraft amount in order to get the accounts, or else they will put a delinquency on my credit report. I had to pay the fees to have them removed from my account, but I would like a refund because the overdraft fees were incurred because the account was not closed until July 2022. 

    • Initial Complaint

      Date:08/01/2023

      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 would like it for somebody in CIBC to get something off of my report. I'm working hard to build my credit and it keeps showing, a closed credit card from 2004 which I closed myself and it was paid in full. I need someone and CIBC to go and remove that finally once and for all of my credit. All that keeps doing is ruining my credit on something that was paid almost 20 years ago. It should not be on there. I would like somebody to look at this ASAP. I also have a car loan that was paid almost 20 years ago for $20,500 was paid in full and that should not be showing on my account either.

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