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

  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

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:21/09/2022

  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,
  
  ****** *********

• Initial Complaint

  Date:20/08/2022

  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.

  Booked two economy tickets through Aventura rewards from Newfoundland to Vancouver on August 24. (Agency Reference number ******) Passengers became sick (COVID) and would not be able to fly. I declined extra cancellation insurance as the Carrier ******* allowed changes to economy tickets with a fee. I contacted CIBC Aventura rewards and after the customary multi hour wait spoke to a travel professional who advised be got a "Basic" ticket without insurance so 1. there is no refund. 2. there is no changing flights. 3. there is no letting anyone else use the flight. All money and points are forfeited. I contacted ******* and learned that as printed on our CIBC e ticket, we did not have a basic ticket, but an economy ticket which ******* would change with the standard exchange fee and payment for flight difference. All arranged for for a new flight on Sept 29 through *******. A couple of hours later I was contacted by the ******* representative who advised that they had no issues with the change but CIBC Aventura BLOCKED the ticket change. CIBC Aventura has their money and their points. I paid ******* extra as per their policy to change the flights. Why is CIBC able to interfere with this flight?

• Initial Complaint

  Date:16/08/2022

  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 been out of work for months. I have been late paying my tv/internet company, *********** in ***** Canada. Without notice they sent me to collections. That's not the issue. Today I got my first full pay cheque and logged into my CIBC account. *** Client Account Mnt has removed $225.14 from my bank account without my permission or knowledge. I discovered it by logging into my bank account. Are they allowed to do thi?!!! Never in my life have I heard of such a thing!

• Initial Complaint

  Date:28/07/2022

  Type:Customer Service 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.

  CIBC has an option on it's website to request a credit limit increase, but it does not ever respond to these requests. So, I then called CIBC and spent over an hour going through the details of this request, and was assured it would be promptly handled. I was asked to fax a significant amount of financial information to their credit department which took me several hours to compile and send as requested. This was several months ago and they can't even bother to send a response. Very tiring chasing down this bank for any kind of answer or confirmation.

  Business Response

  Date: 06/09/2022

  Good morning,
  
  This is in responds to your email from July 29th, about BBB Complaint Case# *******, ***** ****.
  
  I was assigned this case and will contact the client to further address the issue.
  
  Due to privacy and security reasons, I would not be able to communicate with you on behalf of the client, unless I have his authorization to do so.
  
  Kind regards
  
  ******* ** Case Manager Client Care CIBC PO Box 15 STN A, Toronto ON M5W 1A2

• Initial Complaint

  Date:24/07/2022

  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.

  CIBC converted the proceeds of my bank account to its own use after it became dormant. Instead of transferring the proceeds of the dormant account to the **** ** ******* CIBC kept my money and is refusing to return my money with interest. I want my money returned with interest.

• Initial Complaint

  Date:12/07/2022

  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.

  CIBC Complaint Case Number ******** I recently received CIBC ******** **** # ****************. My statement preference is paper mailed statements. 1. Why have I not received a paper statement for the first statement dated June 13, 2022, for which payment is due on July 4? 2. When will I receive a paper statement by mail? 3. What has CIBC changed to prevent recurrences? 4. CIBC Credit Card Services instructed me to contact CIBC chat. But CIBC chat agent was unable to answer my 3 numbered questions & requests in my July 3 email. Why? 5. Why was CIBC chat agent was provide me with a copy of chat? Nothing was resolved, questions increased & CIBC was unable to provide me with a copy. 6. I asked CIBC chat agent to provide their name & employee number. But they didn't. Why? 7. I asked CIBC chat agent to escalate & have a CIBC manager contact me by email. CIBC chat agent was unwilling. Why? 8. Why did CIBC Credit Card Services waste more of my valuable time by instructing me to log on to online banking and click on "Write to Us"? I logged onto online banking but could not find "Write to Us". I asked the CIBC chat agent where it is. The CIBC chat agent responded that the "Write to Us" feature is no longer available. 9. I advised the CIBC agent that since CIBC is unable to answer my 3 numbered questions and requests in my July 3 email, if I do not receive paper statements by mail weeks before payment is due, I will not make payments & will except CIBC to not charge interest. I asked the CIBC agent to confirm acceptance of this. The CIBC chat agent was unwilling. Have a CIBC manager confirm acceptance of this. 10. Have a CIBC manager answer each numbered question & request in writing by email & number each response. Do not try to answer by phone. 11. Why was the CIBC online escalation form unable after many attempts to accept my escalation submission? 12. Do I have to file a Better Business Bureau complaint to get answers?

• Initial Complaint

  Date:06/07/2022

  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.

  CIBC ****** ********** took over the ******** ****** ********** in late 2021 or early 2022. Since then I have been unable to retrieve my account statements from July 2021 till Dec 2021. I called in March 2022 to request them and was informed it would be 30 business days. To this date I have called numerous times but still have not received them. I need these statements for a court case.