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:21/12/2022

  Type:Billing 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 canceled and confirmed cancellation back in the summer with this card and they didn’t cancel the card, i called and was given confirmation the card was cancelled and not charged remained but yet I have a bill with an outstanding balance and they went after my credit score, this is unacceptable !

• Initial Complaint

  Date:19/12/2022

  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.

  This is regards to CIBC Loan #**********
  
  I used an auto loan to finance part of a vehicle purchase in July and subsequently paid the dealership to pay off the full amount. When this amount was paid and credited to CIBC, the first payment had already come out of my account, which was understandable. What happened next was however, not understandable at all. I called dozens of times asking when I would be reimbursed and most agents were completely unhelpful until finally I was transferred to an account manager named ****** *******. I explained the situation and was told by **** that he apologized, gave me his number for follow up and said that he could see in the system that the cheque had been sent. It turned out that this was not the case and that the cheque was actually 'sent' at the end of September. In my subsequent attempts to get through to ******, he nor anyone in his office answered the phone once in many attempts during business hours. He then responded with a dismissive secure email message that was essentially a copy paste 'contact customer service.' I did this, and in my last communication was told that there would be a follow up email by the agent.. This was over a month ago and there never was any. This happened to me with 2 different agents. It is now December and the cheque has not been recieved at my former address where I no longer live (I am in contact with the caretaker) nor at my forwarding address with ****** ****. I am now out nearly 600 dollars due to CIBCs incompetence and lack of professionalism and it appears they simply do not care. I no longer live in Canada and expect to recieve my money, I am no longer there to receive this cheque. After 5 months of attempting to resolve this I would appreciate that someone that can actually do soemthing about this would contact me to resolve this.

• Initial Complaint

  Date:15/12/2022

  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.

  Currently I have **** ******** privilege credit card. As a benefit, it comes with many perks while travelling when customer uses *** ******. Due to their process issue, *** ****** didn’t get the system notification that I have **** ******** privilege credit card so I didn’t get all the benefit that credit card outlined for 10 months out of 12 months. I needed to call cinc number of times and ******** number of times in order for me to figure out the situation. Due to result, i lost E upgrade points, lost all my roll over EQM EQD, and i am still at lower tier, their promised companion cards etc and they finally offered me $100 for compensation today. By roughly calculating my lost value is close to $8000 to $10,000 min plus all the phone calls and hassle at the airport, i think I need better than $100 compensation. They said they cannot get hold of ******** and last 4 months which is the reason they cannot help my situation and mean while, i could call ******** same day with bit of wait time. I didnt sign up for all this while i am paying highest credit card annual fee.

• Initial Complaint

  Date:12/12/2022

  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 filed a consumer proposal in 2018. I paid it off early. Cibc is the only creditor who has not removed their accounts as "open" and "available" credit. I do not have any credit with Cibc yet as having "0pen" accounts and not utilizing any of my credit, it is lowering my credit score while i am rebuilding it.
  
  One open account says i have $10,000 available and the other account says $3,000 available. There is no account information that is linked to each account, so i am not sure what to do.

• Initial Complaint

  Date:07/12/2022

  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.

  Hello I went to a cibc debit machine on November 15 to make a deposit of $500 4-$100 and 2-$50 bills. The machine unrecognized 1 item and showed the words jammed error on the screen. I proceed and deposit the $400 after which I withdraw a $100 bill and deposit it again to see if the machine would release the jammed $100 but the account was still showing $400. I went to the branch the following day and was told they would do an investigation and it would take me three weeks. After that time I was told they didn't see any extra funds from the machine and was told again that they would contact the manager but no one get back to me and I feel I should refund back my money because its their bank machine. I can be reached by the email above. The only supporting documents i have is the account record. Thank you

   The address of the bank is...245 castle oaks crossing. brampton ont. l6p 3x3. highway 50 and castle oak crossing. the institution is 010 and the branch is  06272. hope this helps. Thank you.
  

• Initial Complaint

  Date:02/12/2022

  Type:Billing 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.

  Apr 8, 2022, I was charged interest by CIBC ****** ****, 58.99$. ****** change the credit card provider from ******* *** to CIBC, but I did not get CIBC credit card, no any statement send by mail, no any notice by e-mail or SMS that told me the account transfer to CIBC, I don't know what the balance is, I called ****** customer service and CIBC, no one can tell me the balance and how to check, one month later, I can see the credit account in CIBC website and be charged interest, which is not my fault to be charge, they did not get clearly guide.
  Oct 11, 2022, I was charged overlimit fee 29$ with any notice, which is not get my agree, A card issuer cannot charge an overlimit fee unless you have opted in to permit the card issuer to allow charges that put you over your credit limit.
  
  Nov 9, 2022, I was charged interest, since my account was locked, new card not come yet, I called CIBC ****** **** service, stated current situation, they promised and my notice in my account since I could not pay to CIBC, should not be charged interest, but still be charged 115.66$
  
  Total is 203.65$, I should be charged by CIBC, CIBC please return those money to me.

• Initial Complaint

  Date:28/11/2022

  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.

  Good day
  I need to complain against Cibc bank.
  I opened an chequing account with Cibc by April 2022 There was a promotion to get a welcome bouns 350 $ if I complete some criteria. I called them by 16 November they said you completed the criteria but your get the bouns by 20 November. I did get any thing I called them against they said you are eligible you will get the money by 22 November. I didn't get it.
  I called back they changed there words completely and they said you are not eligible
  Plz I need your help to get the bouns that they promised me about
  Name ***** ********
  Account NO.******* Transit No.***** Institution No.***

• Initial Complaint

  Date:18/11/2022

  Type:Product 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 have been a CIBC Aventura ********** client for over 20 years, a credit card which is being marketed as the best in its class in both customer service excellence and travelers’ choice. In reality CIBC Aventura basically ***** my money as well as the traveler’s reward points which I collected for years thru the purchases I had made on my CIBC Aventura Card.
  Back in November 2021 I booked thru CIBC Aventura 7 flight tickets to Orlando Florida for myself, partner our 4 children and my mother-in law. These tickets were purchased by redeeming 198,800 points of my CIBC Aventura ********** as well as an additional payment of $1,036.91. ******* ******** ** *** ******.
  Trip was cancelled well in advance and was told by CIBC Aventura I will be receiving a voucher to be used for any future travel needs. I received the ******** voucher totaling $3,644.97 in value ($520.71 x 7 Tickets) to expire November 2023.
  A few months later I called CIBC Aventura asking to use my voucher for a trip for myself and my partner, only to be told I could only use the voucher partially as each ticket and its credit ( $520.71 per ticket) is tied to the individual fight ticket holder. As the CIBC Aventura card holder which purchased and paid for all the 7 flight tickets I did not than, or to this day understand why by way of example my 4-year-old toddler controls his own ticket at this time. I wanted to use the full voucher’s value for this trip, as my vacation tickets money and points was tied into this voucher, therefore we didn’t go on the planed vacation.
  Once again, a few months later I called CIBC Aventura realizing now we need to travel altogether the entire family to be able to use my voucher since each ticket holder controls its own credit, we planned a trip to the Caribbean. When I tried to use my voucher, I was told it can’t be used since *** ****** does not fly to the specific destination we wanted to travel, and my voucher can only be used with *** ******. I did not than or to this day understand way my voucher with CIBC Aventura is exclusive to *** ******. I wanted to use the voucher’s value for this trip, as my vacation tickets money and points was tied into this voucher, therefore didn’t go on the planed vacation.
  
  Realizing now we need to travel altogether the entire family to be able to use my voucher and understanding NOW that we can ONLY travel with *** ****** we focused and planed a trip to Costa Rica. Once again, all excited I called CIBC Aventura travel agency on November 16, 2022. I indicted right away I would like to book tickets to Costa Rica and only with *** ******. I was quoted for 6 flight tickets (Mother-in-law couldn’t join this trip) 310,000 of my horned CIBC Aventura ********** points as well an additional payment of $1,788. This time around when I requested to use my voucher at the end of the booking, since we are all flying together (but one) with *** ******, I was told that my voucher’s at hand will only reduce my payment by about $180. This time I had enough, once again needless to say we did not book.
  My next call was to my partner to give her the bad news, she convinced me to call back CIBC Aventura and book regardless, after the normal 2 hours wait to get thru to an agent I ended purchasing the same tickets for 310,000 CIBC Aventura points but $612 above the initial quote I received that day of $1,788. ******* ******** ** *** ******.
  What is this ********** voucher CIBC Aventura has given me for my hard-earned money, why am I learning all these additional limitations each time I try to use it, why is it the $3,644.97 voucher monetary value is tied to each ticket holder when I paid for it, why is it tied to *** ******, why is it worth only 5% of its value when I met all these obligations?
  I guess CIBC has made a lot of money handing over vouchers. **** *** ****** **** ******** ******* ****** *** ***** ** ********** *** ********* ** **** *****.
  Since than I had also spoken to CIBC Aventura Insurance, requesting to be refunded for the useless (**********) voucher. Of which I was told they can’t discuss vouchers which term hasn’t expired.
  
  At this time, I would like CIBC Aventura to make right with the following.
  
  1. Revert payment to my new trip (******) as per initial same day quote at 310,000 points at $1,788. The two- and half-hour delay and which may affect the tickets prices, is due to CIBC Aventura wait time to get thru to their travel agents, average time to get thru is two hours.
  2. Transfer back to my CIBC Aventura ********** the money and points for my initial trip ( ******), in consideration for the ********** voucher i have at hand. That’s 198,800 points, plus $1,036.91
  3. I was shot 33,800 points for the new trip (******) and paid a premium payment of $991.47 for these points, I would like CIBC Aventura to take these missing points from my 2nd request and pay me back the $991.47 it charged me for these missing points.
  4. I would like CIBC Aventura to compensate me for the time wasted which is approximately 20 hours in waiting time to reach and speak to its travel agents over this ordeal.
  5. I would like CIBC Aventura to compensate me and my family for all the frustration and missed trips, due to their ********** voucher. I** **** ***** ** ***** ** **** *** ******* **** ******* ** *** ****** ****** *** ** *** *** ** *** *** *** ******* ***** ** ******

• Initial Complaint

  Date:14/11/2022

  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.

  CIBC ********** took over ******* *** for ****** customers in the spring of 2022. When they rolled over to the new credit card, customers were assured that it would be a smooth transition. Our credit card stopped working, making it the first time our family was out of a working credit card. CIBC did not have an explanation as to why the card wouldn't work, but sent out new credit cards for myself and my spouse. After a few weeks, our new credit cards arrived... at the wrong branch. We had to have the credit cards issued again, and finally they were sent to the correct branch. We invested hours changing the new credit card number over for all of our automatic withdrawals (******, cell bills, subscriptions, etc.)
  
  Our credit cards worked for a few months, then for no reason both stopped working again. When we attempted to make any sort of charge, it stated "denied". This was for both in-store and online purchases so it was clear it was not just a pin error. I would also like to mentioned that my spouse and myself have perfect credit rating, never forget to pay our credit card bill, and have never gone close to the limit. When I called CIBC, I explained our credit cards were not working again. They had no explanation and said they would have to send out new cards. While waiting for our new credit cards to arrive, my father passed away which forced us to travel across the country without a working credit card. We have had to pay late fees on bills that were attached to the old credit card, and without a new working credit card, we could not pay them off. We used debit card for weeks which charged us for each use. We lost out on thousands of cash back points. I invested hours on the phone trying to remedy why our credit cards were not working and why they were taking so long to arrive in the mail. I filed a complaint with CIBC 3 times explaining the situation and no one has yet to call me back (this is over a month ago). Now, our credit card is not working... again!

  Business Response

  Date: 06/12/2022

  Good Afternoon ******,

  Thank you for your email.  I wanted to acknowledge that I had a phone conversation with our client, ******* ******* this afternoon, Tuesday December 6th, at approximately 2pm EST.

  During our call I was able to address the concerns that were raised in the client's complaint and offered a resolution to the client that was mutually satisfactory.  All other details of our conversation will remain private and confidential.

  Feel free to reach out to me if you have any questions.

  Thank you,

   

  James M. l Case Manager l
  CIBC Client Care 
  PO Box 15 STN A, Toronto ON M5W 1A2 l Tel * *** *** **** Ext **** | ****************@****.com
  This message, including attachments, is confidential and may be
  privileged. If you received this in error, please notify me by reply email and
  delete this message.
  
  
  

   

   

   

  Customer Answer

  Date: 06/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair 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.

  On October the 26th, I went through the drive through ATM machine at CIBC Bank in Markham. I went to withdraw $400 and the money never came out of the machine.
  
  I contact CIBC customer service right away. And the 1st representative I spoke with gave me an incorrect to contact the atm machine operators. Called again and the 2nd representative actually called them himself while I waited on hold. He gave me the number for the atm operators just in case the phone disconnected which it did.
  
  I then had to call the atm operators myself and the gentleman on the phone actually reboot the machine while I sat in my car and watched. He said maybe the money may come out but most likely will not. Of course in his attempt to do so the money in fact didn't come out.
  
  I was told I need to call customer service. I called again after 11pm and one of the reps said they need to start and investigation but that I should really be dealing with the branch. I contacted the branch the next day Thursday the 27th and wasn't able to get through to anyone at first. Then finally a rep answered took my information and said a man had just come in the day before with the same issue and she would have the general manager get back to me which of course he didn't. So I called again the 28th and got another rep who seemed a bit more willing to help and then he got the manager on the phone.
  
  I was told by the manager that it would take 3-4 business to get the money and he would email me. Friday the 4th and still not call from the bank or the manager. I went into the branch and spoke to a teller she said the manager was not in I asked to speak to another rep which mind you when I spoke to the bank manager on the 28th he tool down ALL my info already and assured me that he would be on this right away. Anyways the 4th I am in the branch now and the manager walks in. Instead of him coming to talk to directly he avoids me. I need my money back no one has called me still and this is going 3 weeks.