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Return to Disputed Transaction FAQs

  1. What should I look for when reviewing my statement?

    Review transaction details, including dates, descriptions and amounts, to ensure that you have authorized the charges. Reconcile your transaction receipts against your statement and remember to check with any other person(s) that you have authorized to use your account.

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  2. How do I contact CIBC?

    If after your verification, you identify a charge that you do not believe is valid, please contact CIBC Credit Card Services at 1-800-465-4653 (514-861-4653 outside of Canada or the United States; collect calls accepted).

    To speak with a Customer Service Representative regarding your dispute, follow the options below on your touchtone phone:

    1. Select your language
    2. Select Option '1'
    3. Input your CIBC VISA card number and press the # sign
    4. Select option '3' (for disputes)

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  3. Why does CIBC have to request a copy of my transaction receipt?

    Depending on the type of dispute, CIBC may need to request a copy of the transaction receipt from the merchant, as it contains information that is required to investigate your dispute. Also, additional information provided on the transaction receipt may help you to recall or recognize the charge. As merchants retain transaction receipt copies, CIBC will initiate a request for a copy from the merchant. This request can take up to 45 days to process.

    In other situations, where a transaction receipt is not required for investigation, your account may be credited sooner.

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  4. What is a declaration letter?

    A declaration letter contains the details of the charge that you do not believe is valid, and outlines the nature of your dispute.

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  5. Why do I need to return a signed copy of the letter?

    Your signature provides CIBC with the necessary authorization to proceed with disputing the charge on your behalf. Due to time limits associated with disputing charges, it is important that you review, sign, and return the declaration letter to us as quickly as possible.

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  6. How long will it take to see a credit on my account?

    While every case is unique, CIBC aims to credit your account for charges that are not valid in the shortest possible time. To help us serve you quickly, please ensure that all documentation requested is complete and returned to us promptly. In many cases where a charge is determined not to be valid, a credit can appear as quickly as your next statement.

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