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

Check our dispute checklist. There are several simple reasons why you may not recognize a charge right away.

A disputed transaction is any charge on your account that you do not believe is valid. Time is crucial when attempting to dispute a charge – you must notify CIBC of the invalid transaction within 30 days of the statement date.

Examples of disputed charges can include, but are not limited to:

• Unauthorized transactions
• Charges processed for the wrong amount
• Being charged twice for one purchase
• Being charged for an item you didn’t purchase
• Failing to receive a refund
• Receiving damaged merchandise
• Failing to receive ordered products

To ensure that you only pay for transactions you authorized:

• Check your credit card statements and purchase amounts against receipts, and report any unrecognized or questionable charges to CIBC immediately
• Make sure all authorized users review their transactions for irregularities or errors
• Do not give your credit card PIN to anyone

For more information, please see the Disputed Transaction Lifecycle

If there is a charge on your credit card statement that you do not recognize, notify CIBC within 30 days of the statement period shown on the front of your monthly statement where the transaction first appears. Call CIBC Credit Card Services at 1-800-465-4653 (Canada & U.S.) or 514-861-4653 (elsewhere; collect calls accepted) as soon as possible with the transaction details, including the transaction date, description of the transaction and the date of the statement.

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

1. Select your language from the first menu
2. Input your CIBC credit card number and press the number sign (#)
3. Select option 3 (for disputes)

After your call, CIBC may request a copy of the transaction receipt from the merchant. If necessary, a copy will be mailed to you, along with a letter confirming your request. Please allow up to 45 days to receive this. If, after reviewing the transaction receipt, you determine that the charge is not valid, simply sign the letter and return it to CIBC (detailed instructions will be included in the body of the letter). Depending on the information provided in your response and how quickly you respond, we will pursue an investigation and initiate a dispute on your behalf.

Please note that CIBC does not deal directly with merchants. Customer disputes are handled with the merchant's financial institution.

There is no stop payment option for purchases made with your credit card, a convenience cheque or otherwise with your credit card account. If you have a valid dispute, CIBC may be able to assist you.

Although we may be able to assist you with resolving your dispute, CIBC cannot guarantee that the final outcome will be in your favour.

Depending on several factors, including whether you initiate the dispute in a timely manner, the availability of required documentation, and if merchant evidence proves the charge is valid, you may not receive a credit for the disputed charge.

While every case is unique, CIBC aims to credit your account for charges that are not valid in the shortest possible time. In most cases where a charge is determined not to be valid, a credit can appear as quickly as on your next statement. For more information, please see the Disputed Transaction Lifecycle

To help us serve you quickly you must notify CIBC within 30 days from the statement date of the disputed transaction and ensure that all documentation requested is complete and returned promptly, as time is crucial when attempting to dispute an invalid charge.

Before you authorize any purchase, make sure you read and understand the merchant's delivery, return and cancellation policies.

Once you have cancelled your order, keep a complete record of your cancellation details, including the date and time that the product or service was cancelled. If you returned the merchandise, retain the shipping company invoice or tracking number showing merchandise returned and keep clear records of any communication you’ve had with the merchant, such as faxes, emails and details of phone conversations.

Depending on the type of dispute, CIBC may 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 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.