Before you call CIBC
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.
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.