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

  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

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:19/10/2022

  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’ve filed a dispute for two transaction with cibc that I had needed their help in resolving to get my money back, the disputes where filed quite a while ago and when they where I was advised that a temporary credit would be applied for both transaction however it never was and I’ve called in and tried to resolve this to no avail. While that is inconvenient at this point it doesn’t matter as according to the merchant who is ****** I’ve won the disputes and my money was refunded, this was mentioned to me several times by ****** however cibc hasn’t refunded my money. I’ve called in and haven’t received any help from anyone at all, at this point I do not have time to continue trying to obtain what is rightfully mine ** * ** ********** **** ******* **** **** *** ******** ** ********** ******* * ****** ***** ***** ******** * *** ** ** **** *** *********. I’d like the better business bureau to help me obtain my money from cibc as it seems clear to me they don’t want to give it to me. This isn’t the first time as I’ve made several payments in the past to my credit card which never showed up and have just disappeared and I would call and there was always some sort of excuse, thankfully I don’t use it much anyways. I need my money back as according to ****** I’ve won the dispute and I was informed of this information since over a month ago yet cibc is still withholding my money from me. I need my money back asap

• Initial Complaint

  Date:17/10/2022

  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 used CIBC global money transfer for $644 on August 17th, 2022 in order to book hotel f** ** ********* **** ** ****** ******. The hotel and the bank never received that money but CIBC shows it as complete. I then had to send money again with ** this time and hotel received it this time. I then requested CIBC to recall my money and they informed me it would take 20 business days but we are now way over that time. I was there in Saudia personally and checked it again with hotel and there bank they confirmed they don't have money on the other hand CIBC now telling me that they are waiting for that bank in Saudia to return money which is not true as they don't have it to begin with. After waiting patiently they now told me over the phone that they can't give me any timeline any longer and did not provide any other info. I want to recover my money.

• Initial Complaint

  Date:14/10/2022

  Type:Order 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 had this Auto Loan with CIBC (Loan Number: **********), Due to some personal reasons I had to sell my vehicle to dealership, which the dealership payed ( August 19, 2022) the balance which was owning. So, after selling my vehicle, the next day one payment towards CIBC for auto loan was charged on my account ( $ 359 - August 15, 2022 ), which was supposed to be refunded later once they see the reflection amount paid in full by the dealership.
  
  So, the next day I called CIBC loans department and informed about my loan and the vehicle has been sold, so they should see the loan amount will be paid in full by dealership. And also noted that, there is a autopayment which was charged for the amount should be refunded back once lien is released. So, they said they will issue a cheque for that overpaid balance.
  
  I called numerious time asking for my overpaid money to CIBC and they keep on telling it will issued and sent out but till today I havent got it. So, I finally decided to talk to a higher personal in the department about the issue, so he checked and find out that the person who received the money at the branch from the dealership should be contacting me for remaining balance.
  
  2 days, 3 days passed no one called me from the branch, so I called again to loan department saying no one reached me out. So, they said that it is nothing they can do anything from their end, nor the person who supposed to call me never answered my call nor I received a call from them.
  
  Now, I am in a situation, where and whom to reach out for my money which CIBC is owing. So, I finally reached out to CIBC client complaint appeal office today and explained the situation ( Complaint number: ********, agent john) & BBB to help find the solution. **** ** * ********* ** ** ******* **** ***** ** ***** ********** **** **** ****.
  
  Thank you in advance for helping me resolve this issue.

  Business Response

  Date: 25/10/2022

  I cannot disclose any information about clients

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We are not here to disclose client information. We are here to identify, if the incident is true or false.

  If false, please provide the proof what actions have been taken ? and how did you resolve?  

  If true, What caused CIBC to fail in paying the amount which was owing to customer, and why it took this long for paying? and why no actions been taken for these many days?
  
  
  
  Sincerely,
  
  
  
  Sai K.

  Business Response

  Date: 09/11/2022

  We have responded directly to the consumer and reached a resolution

• Initial Complaint

  Date:27/09/2022

  Type:Service or Repair 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.

  This complain is regarding a credit card application.
  
  On May 6 2022 I applied for the CIBC ****** ********** and a week later received an automated email informing me of processing delays.
  
  I did not hear back for 4 months and reached out by phone in early September and learned my application had expired, and was informed I would need to submit another application, resulting in a second hard inquiry to the credit bureau.
  
  I applied once again on September 12, then a week later received a request to supply a letter of employment income verification. I provided this via security portal shortly after.
  
  On September 16 I received another automated email requesting I contact CIBC by phone l which I did, and learned they want a paystub for further income verification.
  
  The issue I am running into is that there is a 3 week wait for CIBC to send me another secure portal to upload my documents. The lengthy wait time for this runs the risk of having my application expire once again, which would then require me to submit another application, and incur a third hard inquiry on my credit score.
  
  I have spent 3 hours speaking with phone reps, and even visited a CIBC branch and have been not been provided a timely means of being able to submit a paystub to them for review before my application expires.
  
  Forcing customers to continuously reapply for credit cards due to lengthy delays on CIBC’s end, which negatively impacts credit scores is not acceptable.
  
  Hoping you can help me resolve this issue.

  Business Response

  Date: 18/10/2022

  CIBC Client Care is in the process of resolving the issue

  Customer Answer

  Date: 18/10/2022

  
  
  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:26/09/2022

  Type:Service or Repair 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.

  My account containing $10000 is frozen as of Sept 23. I will head to the branch to resolve this as their customer care line could not help.

  Customer Answer

  Date: 17/10/2022

  thanks the issue was resolved the day after but it was stressful that they locked my account without warning over a simple administrative matter

• Initial Complaint

  Date:23/09/2022

  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.

  I RECEIVED AN UPGRADE OFFER TO UPGRADE MY CIBC DIVIDEND **** TO THE CIBC PLATINUM DIVIDEN **** ON SEPTEMBER 13TH. I ACCEPTED RIGHT AWAY, IT SAID I WAS PRE APPROVED, I ACCEPTED ALL OF THE TERMS AND CONDITIONS.
  
  TODAY SEPTEMBER 23RD, I STILL DO NOT HAVE MY NEW **** CARD OR NO UPDATE IN ONLINE BANKING ETC.
  
  I HAVE CALLED AND EITHER BEEN HUNG UP ON OR SUBSTANTIAL WAIT TIME - I AM HOPING SOMEONE HERE CAN EMAIL OR WRITE BACK TO CONFIRM WHAT IS HAPPENING AS I AM CURRENTLY AWAY. MY ORIGINAL PLAN WAS TO SWITCH MY DAY TO DAY BANKING TO CIBC, THANKS TO THE UPGRADE, BUT HAVE YET TO RECEIVE ANY OTHER INFORMATION OR THE ACTUAL UPGRADE.
  
  I HAVE ALSO BEEN UNABLE TO RECEIVE A RESPONSE FOR MY CREDIT LIMIT INCREASE REQUEST AND NO WAY TO WRITE TO THEM VIA ONLINE MESSAGE CENTRE LIKE OTHER BANKS.

• Initial Complaint

  Date:21/09/2022

  Type:Order 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 opened a line of credit with Cibc and was told I have to sign a signature card and email them back which I did after I received the request email which I confirmed they have received. 2 months later my line of credit account was put into deposit only so I called the to have it removed. Talked to 3 different agents with 7 hours of on hold on the phone also went to a branch to try to get this resolved with there is nothing they can do except email the higher up team to have it removed. It's been 3 weeks and the problem is stands. Please read that email and have my problem resolved so I don't have to keep thinking about it everyday.

• Initial Complaint

  Date:21/09/2022

  Type:Order 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.

  We currently pay our mortgage through CIBC and also pay them to pay our taxes. We have now been notified that since we updated our mortgage with CIBC that our taxes have not been paid (Since March). When asking whether CIBC can fix this, we were advised to call a mortgage number where we've waited on hold for hours now. Unfortunately we don't have hours to sit on hold to try and fix something, CIBC (Jai R. is the mortgage agent) has no answers or help but to sit and wait on hold. We've not had to pay the property taxes our of pocket so we don't encounter any additional interest from what has already been accrued. We've asked how can we get the money back that we've been paying CIBC every month for these taxes and again, we were met with, please hold on this ###-###-#### line until someone is able to assist you. No other assistance, no other options, nothing.
  Happy to provide a copy of the mortgage documents if needed, along with the tax bills that we continue to get from our city.

  Business Response

  Date: 13/10/2022

  I cannot disclose any information about this case/client to a third party. 

• Initial Complaint

  Date:15/09/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  At the beginning of this year, I contacted CIBC with regards to accessing the hundreds of thousands of dollars in equity of my house and refinance my mortgage to amalgamate my debt, start a business, and make monthly bills cheaper. After a series of phone calls and providing the necessary documentation, and acquiring a co-signer, CIBC had rejected my request claiming I owed too much money.
  In April I went to another lender who showed me that CIBC had me owing $400 000 on a secured line of credit tied to the house. Eventhough it was only for $20 000. If this was the case, I was already approved for more than what I needed to amalgamate my debt at the beginning of the year and they could have help reduce my monthly payments.
  In order to refinance with the other lendor, we needed to get rid of this $400 000 line of credit CIBC had on my home. They put up some resistance initially so it was decided to pay off the $20 000 I had owing and close it down.
  In May, CIBC decided to stop taking mortgage payments out of my personal account. I did not realize this until late July when I needed to obtain equipment for my business and found that my credit was bad because I haven't been making any mortgage payments. I phoned CIBC and requested email communication regarding this matter. They made next to no attempt to get in touch with me. The only attempt was a phone message I received that you couldn't understand anything he was saying (I will include this message). I requested 3 seperate times for them to start taking my mortgage payments out again that were deied until last week.
  With my mortgage coming up for renewal, my credit score is ruined by their error. Furthermore, their error has inhibited my ability to operate my business.
  I am willing to pay the balance owing on my mortgage that was not taken out due to their mistake but I want my credit restored immediately and all the records of phone conversations sine January, past lines of credit issued including their limits.

  Business Response

  Date: 05/10/2022

  Due to privacy and security reasons we cannot disclose any
  client  information.
  Please reach out to the client directly.
  
  Thank you
  Client care

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have failed to provide any answers for their actions and deal with the issue in a way which satisfies me
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:06/09/2022

  Type:Service or Repair 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.

  4 month prior my mortgage maturity date I applied for refinancing - about two weeks after the application I received the approval package and signed the new refinancing contract at the branch, however nothing has happened after that despite every month promises and tons of emails and phone call and I never got a proper feedback on the situation. Finally it past the maturity date Aug/16 and the refinancing contract was never happen and the mortgage renewed automatically without my consent with the terms that I never agreed on. Bank financial advisor was never able to give a correct answer all the time despite my visits in person and emails and phone calls. The issue escalated to the customer care however they were not much help and each time refer me to solve the issue with the same branch and advisor.

  Business Response

  Date: 28/09/2022

  Thank you for reaching out to us.
  
  We are currently resolving this matter with our
  client. Privacy reason we are unable to discuss this case with you.
   Please feel free to engage Mr. ****** *********, directly. 

  Customer Answer

  Date: 28/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not hear anything from the customer care and in my follow up with the branch manager I noticed a renewal document was fabricated by the cibc financial advisor. The bank manager was not able to address the problem despite my visits in person, emails and phone calls other than saying "sorry about what happened", an offer of $*** cash as compensation and by word of mouth an offer of 6 moth open variable with 0% interest rate till I find another lender. 

  **** ******** ** ** ********** *** ****** ** ** *** ** *******
  
  
  
  Sincerely,
  
  
  
  ****** *********