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

CIBC clients holding a CIBC Mastercard^® credit card product can submit their dispute by signing on to online banking or through your CIBC mobile app. CIBC Visa^* dispute resolution is currently not available online or in your mobile banking app but is coming soon. To dispute a transaction on your CIBC Visa credit card, please speak to a dispute representative by calling 1-800-465-4653 Opens your phone app..

If you recognize the transaction, contact the merchant and attempt to resolve the issue. If the merchant is unwilling or unable to resolve the issue, a Mastercard dispute can be filed online or in your CIBC mobile app. You will need to provide specific details about the transaction to complete the dispute registration.

If you are making a claim that the transaction doesn’t belong to you then the transaction will be investigated by a CIBC dispute specialist for fraud. As part of a fraud investigation, your CIBC credit card will be locked during the dispute to prevent any additional fraudulent transactions on the account. A new card will be issued immediately, one for your digital wallet — if applicable — which can be used right away and a new physical card which will be sent to the most recent mailing address on your account.

1. Sign on to your online account
2. Select the transaction that you want to dispute
3. Select “Report an Issue” and follow the prompts to answer the questions
4. Provide any documentation you have to support your dispute claim. Please note in some cases CIBC may follow up with additional mandatory documentation requests — for contracts and invoices, for example — to help bring the dispute case to resolution
5. Choose to receive notifications about your dispute by email or text
6. Frequently check the CIBC Dispute Centre for updates to your dispute

If you suspect fraud on your account you can submit up to 10 transactions at a time online. if you have more than 10 transactions to dispute please speak with a dispute representative by calling 1-800-465-4653 Opens your phone app.. If it is a charge you recognize, but you have a dispute with a merchant, you can submit 1 transaction at a time. Please contact the merchant before filing a dispute.

Disputes are regulated by the credit card networks like Mastercard and Visa. Typically a dispute must be submitted within 120 days of the transaction, however, time restrictions may limit CIBC’s ability to file a dispute on your behalf. CIBC recommends you submit your dispute as soon as possible so the disputed transaction can be reviewed by CIBC, the merchant and the credit card network as required. 

You can opt into email or text message alerts to receive updates and you will automatically receive updates in My Messages or Message Centre in online banking or the CIBC mobile app. You can also sign on to your CIBC account and visit the CIBC Dispute Centre to check the status of your disputed transaction.

The CIBC Dispute Centre is where you can find all of your Mastercard credit card transaction disputes, their statuses and updates all in one location. Just access it through online or mobile banking. It is recommended you visit the CIBC Dispute Centre often as there may be additional actions required of you throughout the dispute.

To initiate a dispute there may be additional actions required of you like uploading documents to support your claim. Examples of such documents include invoices, bank statements and merchant advertising. As CIBC is bound by the rules set by the Mastercard network, it is important to upload any additional documents by the date indicated. Failure to do so could result in a resolution of the dispute in the merchant’s favour based on rules for disputes as set by the Mastercard network.

A merchant may also respond to your dispute with their own evidence in opposition to your claim. You may be required to respond to the merchant’s submission. Failure to action a request may result in a favourable ruling towards the merchant if responses are not received by the date requested as indicated in the CIBC Dispute Centre.

Visit the CIBC Dispute Centre often to check if there are any additional actions required of you.

When required, documents can be uploaded from your computer or mobile device. Attach your documents by selecting “Add Files.”

Each file must be either PDF, TIFF, JPG or JPEG and can’t be larger than 3 MB. Total file size of your submission can’t be greater than 10 MB.

You can use your mobile device’s camera to take photos of your documents. Just lay your documents on a flat surface, position them in the box and follow the steps.

It can take up to 120 days from the transaction settlement date to resolve a disputed transaction with the merchant. Visit the CIBC Dispute Centre often to check the status of your dispute.

If your dispute is unsuccessful, the temporary credit on your credit card account will be reversed and will be added to the balance of your current credit card statement. Any applicable interest will also be added to the balance of your account. The dispute case will also be considered closed.

CIBC Visa dispute resolution is currently not available online or in your mobile banking app but is coming soon. To get an update on your CIBC Visa disputed transaction, please speak to a dispute representative by calling 1-800-465-4653 Opens your phone app..