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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

      25 King St W Commerce Court N, 30th Floor Toronto, ON M5L 1A2

    • Canadian Imperial Bank of Commerce

      855 - 2 Street SW 8th Floor Alberta Market Office Calgary, AB T2P 4J7

    • Cibc

      5242 Falsbridge Dr Ne, Calgary Calgary, AB T3J 3G1

    • Cibc

      3070 Sunridge Blvd NE Calgary, AB T1Y 7G6

    Customer Complaints Summary

    • 104 total complaints in the last 3 years.
    • 7 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:31/03/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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:
      Resolved
      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:
      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 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:
      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 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:
      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.
      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:
      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 *** ****** 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.

    • 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.

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