Business Profile
Bank
CIBCHeadquarters
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Complaints
This profile includes complaints for CIBC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 214 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/05/2024
Type:Service or Repair IssuesStatus: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 April 11, 2024, I was aware that I had been involved in bank fraud following a phone call that impersonated CIBC. I received an email stating that my debit card had been added to someone's ***** ******. I immediately logged in to online banking and locked all my cards and then I called and reported this to CIBC. They told me they would issue me a new debit card. My new card arrived on April 18th and I was able to log in and see my bank account.
* *** *******. 4 days after I reported the card compromised and it was allegedly cancelled by CIBC, there was $2500 missing from my account, including a maxed out overdraft. ** ********* *** ****** ***** ** ******* *** ******* ** *** ******* ******* ** **************. In the course of one day, there were 29 charges on my card totalling over $2500, in ANOTHER province.
*** *** * ****** * **** *********** ** ***** **** *** **** ***** ******* *** ********* ** ***** ***** ***** ** ********* **** ********** ***** ** ****.
I called CIBC again on April 18th to let them know what I had seen in my account and they told me they would initiate an investigation. I have escalated this numerous times and they keep telling me a manager will call me and I have not received any call. This will now be the third paycheque that goes in to this account that I cannot access. When I call CIBC ***** ********, they claim to not have a manager that I can speak with and no one can provide me with any update on my account or when I will have access to my money.
** ******* **** ***** ** ** *** * *** ****** * **** ************ **** ********** ******* **** ** **** ***** *** **** *** ******* ***** **** ***** ********** ***** **** *** ******* ******** *** ***** *** *** ****** ** ** ***** ** ***** ****** *************** **** ***** ******* **** *** ** ***** ** ****** ***** * ***** ********** ****** ** ******* ******** **** ***** *********** *** *** ****** ***** *** ** * *** ****** ** ******* ** *** ** ******Initial Complaint
Date:27/02/2024
Type:Customer Service IssuesStatus: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 February 11, 2024 I was sent an email from *******, on behalf of CIBC, to establish an auto deposit to a CIBC account using my email address (*********@*****.com). This is NOT authorized by me.
My email address was submitted for an ******* account within CIBC without my knowledge or approval. I am not a CIBC account holder I contacted various CIBC staff and escalated my concerns to a manager. *** ******* *** *** *** **** ** ** **** ***** ** ******** *** ************* *** * ******** ******** ********* **** * *** ** ****** She gave me a case number and promised to escalate and that I would hear back "in a day or two".
I never received a call back.
On February 20, 2024 I called back and again spoke to CIBC call center staff who eventually forwarded my call to a supervisor. I spoke with Shannon. She ensured she understood exactly what my concerns were, committed to escalate the complaint immediately and followed up with me the following day to ensure I understood that she had performed the escalation.
With all the above said I STILL do not have ANY resolution of my concerns from CIBC.
On February 23, I received a call from a CIBC staffer and I was advised CIBC will be looking into my concerns, but I "have no reason to worry"... We are now into the third week that my privacy was compromised.
I need my concerns investigated quickly, ensure that no fraud has been perpetrated, and CIBC provide me with a written response identifying the following:
1: My complaint has been fully investigated
2. My personal information has not been used for any fraudulent activity, or if it has, that steps have been made to cease this *****. As well I require a statement as to how this issue began.
3. That my credit information, personal data, and email accounts are not being used ** ***** **** ****** ** ***** ******* ******* in any way.
4. Any steps that CIBC will take to ensure that, in the future, my personal information is being properly protected by CIBC.Initial Complaint
Date:21/02/2024
Type:Customer Service IssuesStatus: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.
From October 7th to 17th, 2023, a series of fraudulent purchases were made on my CIBC credit card at "*** ****** BARRIE, ON". I noticed on October 17th and contacted CIBC to initiate a fraud investigation. CIBC concluded that the charges were in fact fraudulent, and reversed all of the charges except for 3 charges totaling $241.46 on October 17th.
I have now called them 10 times Since October 17th to have this problem resolved. I have received a variety of answers for when this will be resolved, such as: "within 10 minutes", "within 5 business days", and "on your next statement". I have now called 10 times over a period of 4 months, and the charges still remain. I chose now to escalate this to an outside agency since I have not been successful at resolving this directly with CIBC. *** *** ****** ******* **** *** *** **** ****** * ** ******** ** ** * *** ****** ***** ******* *** *** ***** ** ******** ******* * ** **** ** ****** ** * ******** ****** ******** ***Initial Complaint
Date:20/02/2024
Type:Billing IssuesStatus: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 was for my mortgage. Had a charge back in december for aprox $150. This was for unpaid taxes. Had proof of taxes paid by municipality refused documentation to show this and force upon account dispute proof. * **** ***** **** ** *** **** *** ***** *** ****** ** ***** ******** **** ** ***** **** **** *** ******Initial Complaint
Date:20/02/2024
Type:Customer Service IssuesStatus: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 branch cancelled all my banking without any reason ***** ** ***** ***** *********** ****** ** ****( NO LATE CREDIT CARD PAYMENT NO DEBT AND VERY GOOD CREDIT SCORE),ALSO THEY SENT ME APOLOGY LETTER FROM CIBC BUT CANCELLED MY BANKING WITHOUT ANY REASON.Initial Complaint
Date:14/02/2024
Type:Customer Service IssuesStatus: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.
October 10 2023. CIBC withdrew an extra $271.99 from my **** debit card for a RV cover that I purchased for $312.79. I was in contact with the online banking 3 times and they keep saying It will take up to a year to resolve. I talked to my local Bank Manager Mr. Ian C***** at CIBC
** *********** ****** **** *** ********* ** ******* ###-###-####
He said he can't help me because it was on line banking and he use to work for online banking and they don't know how to deal with a **** debit cards properlyInitial Complaint
Date:24/01/2024
Type:Customer Service IssuesStatus: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.
Company is ** ********** *** ****** CIBC **** Prepaid
ISSUE - Fraudulent Transaction
Approximate Date - 11/16/2023
Amount stolen from me - $135.94
Steps I've Taken:
- Contacted card issuer as soon as I discovered it. - Opened an investigation with them
- Put a fraud block on my card
Steps they took:
- Opened an investigation
- Closed the investigation the next day, deeming it a valid transaction????
- NEVER contacted me that they closed the investigation, left me waiting for 2 MONTHS!!!!
They are supposed to have a zero liability policy as a **** holder, they provided an un-acceptable answer as I NEVER made that transaction.
******** ***************Customer Answer
Date: 22/03/2024
They have not contacted me, but they did FINALLY give me my money back, so, there is that. You can withdraw my complaint and consider the matter closed.
Thank-you so much for getting back to me and your assistance on this.Initial Complaint
Date:02/01/2024
Type:Billing IssuesStatus: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 not liable with the debt CIBC CREDIT CARDS as I already been approved to settle payments weekly and they still report of missed payments.Initial Complaint
Date:02/01/2024
Type:Service or Repair IssuesStatus: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.
Before I travelled to turkey, I called my Cibc to alert them. I was leaving the country.
Despite this they cancelled my card so I was unable to pay for the service I received in turkey (I had previously tried twice to send international money transfers, but they did not go through) I finally had to enlist help from my branch to get the card reactivated Cibc stated they cancelled it because they thought I was being coerced. If I had been coerced and was unable to pay, this would probably have put me in a great deal of danger.
Two or three days later they cancelled it again in London because they’re vigilance was alerted by $41 taxi fare (long story but the nice taxi driver was later denied 85 pounds I owed him because the cards were cut off.)
When I got home, I realize their vigilance only extended to small amounts they had finally sent off the international money transfers (meaning I paid three times for the same service— where was their vigilance now)
In the nearly 3 weeks I have been back in Canada. I’ve spent endless hours on hold to call centers. I contacted my branch repeatedly I’ve been put on hold escalated moved on and as yet nothing is done.
They state the one transfer was rejected (as in bye the vendor) Fly**** has stated repeatedly they never received the transfer.
To others that were for a total of around $10,300 were listed as sent and complete. Despite the fact they could not have been the routing numbers in the account number or both wrong so there will be no account to send them to.. these transactions have now simply disappeared from my online banking. Unfortunately the $10,000 is still missing from my line of credit..
My credit card statement says I was somehow reimbursed, but I was not happily fly. **** still have their money.. I
All this means I can’t trust my bank. They have most of my assets what are clearly unable to deal with much smaller amounts.
I would like my 10,000 back and to move my other money to a more reliable bankInitial Complaint
Date:13/10/2023
Type:Customer Service IssuesStatus: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 a business account with cibc since 2016
On Sunday Sept 17 at night I got a message for my business account when I opened it it shows it’s from my son
*** **** ** ***** ** ** ** ***** **
This message was for deposit money from my son I did e-transfer him some money in the morning I thought he didn’t use it and he transferred it back but when I opened my bank account to accept it
It showed my sons name but it from someone named ***** **** I closed it tried to contact my son
But I couldn’t as his phone was out of charge in my car I waited till I go home and check
Like an hour I received an email from the bank that there r couple unusual transactions happening to my account when I checked on my bank it showed there r 2 transactions both for 2950 Canadian dollars I tried to contact the bank for more than 5 hours waiting no answer and I couldn’t stop the transaction
Until 3 or 4 am until they answered and they file the complaint i activate all my cards business and personal and asksed me to go open a new business account and of course it’s by appointment the earliest appointment I could find was Friday so I stayed 5 days with no cards both personal and business
After calling everyday for 3 -4 hours waiting they replied on Friday that the bank is not responsible and my case declined
They told me that my son’s email got hacked and that’s why but it’s not my fault either it’s $3000 and I’m protecting against fraud and it’s fraud the fraud department everyone I have talked to was really mean feelingless
They were talking to me like I did that to steel money
*** * **** **** ********** * ****** ****** * *** **** **** ***** *** **** *** *** **** ***** **** *** ********* Everything is missed up since Sept 17
I received the email alert after an hour from those transactions although I have had this account for 8 years never ever did any etransfer for more than 500 or max 550
They should have confirmed first or at least answer my call as soon as I call so we could have stop it
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