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.


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 Online Banking


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.

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

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.

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.