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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

      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

    Customer Complaints Summary

    • 104 total complaints in the last 3 years.
    • 6 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:07/12/2022

      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.

      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:
      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.
      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:
      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.
      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:
      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 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:
      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.
      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:
      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.
      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.

    • Initial Complaint

      Date:19/10/2022

      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’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:
      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 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:
      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 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:
      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.
      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,

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

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