How do I dispute a charge on my credit card statement?

You can dispute incorrect charges on your credit card statement. We can help you determine if a charge is valid and guide you through how to dispute it. CIBC may also be able to dispute a transaction on your behalf.

Before you call CIBC

Authorized user

Ask any authorized users on your account whether they recognize the purchase. Their transactions will appear in your purchases in online banking.

Talk to the merchant

The easiest way to get a charge off of your credit card statement is to talk to the merchant directly. Speak to a sales clerk or store manager and provide them with receipts and any other documentation you have. Often, they can correct the mistake and give you a refund.

You can contact the merchant in person or by phone, email or the merchant’s website. There may also be contact information on the transaction receipt that the merchant provided which you can use to reach them.

If you haven’t received a response in 2 business days, contact CIBC and we will attempt to dispute your transaction for you. If you receive a response from the merchant while CIBC is disputing your transaction, please contact CIBC immediately.

Pay your bill

It will take CIBC several weeks to investigate the dispute. While you wait, continue paying your credit card bill or you will still accrue interest. If the dispute is successful, you will be refunded.


Document your interaction with the merchant and include details such as the date, time, the subject of the conversation, a reference number — if available — and any email correspondence. CIBC will use this information to investigate the dispute.

Do you think your card has been incorrectly charged? Follow our dispute checklist to find out!

Is the purchase amount familiar?

 Tip: Check your receipts

Is the date unfamiliar?

 Tip: Transactions may be posted a few days late

Don't recognize the merchant name?

 Tip: Sometimes merchant names vary on statements

Is the location unfamiliar?

 Tip: Some merchants, like airlines, have processing centres in other cities

Have you dealt with this merchant before?

 Tip: Sometimes merchants such as hotels or car rental companies apply delayed or amended charges for their services

Did you recently sign up for a trial offer?

 Tip: If you sign up for a trial offer, make sure that you read the terms and conditions. Sometimes trial offers automatically enrol participants into paid monthly subscriptions unless they are cancelled before the identified date.

Is there an authorized user on your account?

 Tip: If you have an authorized user on your account, their purchases will appear in CIBC Online Banking®

Filing a dispute online

Common questions

*Among other things, the CIBC Cardholder Agreement requires cardholders to review each periodic statement, report unauthorized or suspicious transactions within 30 days of the statement date, and keep their PIN secure and confidential. Cardholders are liable if they authorize someone else to use their card/card number (and PIN if applicable), including for transactions they did not authorize that person to make. See the CIBC Cardholder Agreement for more details. Other conditions and restrictions may apply.